Insured Contact Details Export and Import

Often, there are times when you need to import large amounts of contact details for insureds tied to your cases. Whether you are sourcing that information yourself or receiving it from a third party, this guide explains how to export, modify, and re-import that data in ClariNet.

Basics

When referring to the contact details of an insured, we are talking about their linked CRM entry in Contacts.

For clarity:

• Insured = The insured entity on a case.
• CRM entry (Contact) = The centralised CRM record linked to an insured.
• Contact details = Child records on the CRM entry (addresses, phone numbers, emails, etc.).
• Client Reference = An external identifier used to uniquely identify a CRM entry.

An insured’s contact does not need to be the same as the insured themselves; however, if this is the case, it is best practice to include a “Client Reference” on the CRM entry.

CRM entries can have multiple contact details (for example, several addresses, phone numbers, and email addresses). Each of these is treated as an individual contact detail record.

Because of this structure, imports do not perform destructive replacement. Instead:

• If a Public ID is present, the system updates the existing contact detail with that Public ID.
• If a Public ID is omitted, the system treats the row as a new contact detail and adds it.
• If matching cannot determine a target CRM entry, a new CRM entry may be created.

It is therefore important to structure your data carefully to avoid unintended duplicates.

Exporting

To export your insureds’ contact details, use the Insured CRM Export (XLSX) report. From here you can see all insureds attached to the selected cases, and their details attached to the associated CRM entries.

This report is accessed from a portfolio.

If you need to update a set of cases across multiple portfolios, create a temporary portfolio containing only the cases you want to manage. This does not change case ownership or structure; it is purely to control reporting scope. The portfolio can be deleted after the report has been run.

It is recommended to always export the latest data before performing bulk updates. This ensures your import is based on the current state of CRM records.

Changing the data in the export

The report is structured as an insured-centric Excel import and should remain in the same format when modified.

When editing the file:

• Adding a new contact detail (e.g. a new phone number): leave the “Public ID” blank.
• Updating an existing contact detail (e.g. correcting an address): retain the existing “Public ID” exactly as exported.

Retaining the Public ID ensures ClariNet applies changes to the correct record. Removing or altering it will cause the system to treat the row as a new contact detail.

Do not restructure columns or alter identifiers unless you fully understand the import mapping.

Importing

When importing the updated file back into ClariNet, CRM validation and matching are performed in a defined order.

Matching Logic (in order)

1. Attempt to match using Public ID.

   This is the most accurate matching method.

2. Attempt to match using:

   • “Client Reference”
   • and/or “SSN”

3. If no match is found, or those fields are missing:

   • Check for a CRM entry linked to an insured reference listed in the import.
   • Verify that the first name and last name also match.
   • If both match, assume this is the correct CRM entry to update.

4. If no match is found:

   • The user is prompted to either select an existing CRM contact from a dropdown list, or
   • Allow the system to create a new CRM entry.

When importing you will find a dropdown for each CRM detected in the excel. The dropdown is useful when you know a “Client Reference” is missing and want to manually resolve the match. If you do not interact with the dropdown, the system will create a new CRM entry and link it to the insured on the case.

Be aware that missing Client References, name variations, or incorrect Case References increase the likelihood of duplicate CRM entries being created.

Common causes of failed matching include:

• Missing or incorrect Client Reference
• Name spelling differences
• Incorrect Insured Reference
• Pre-existing duplicate CRM entries

If a “Client Reference” is present in the import but no existing CRM entry matches it, the newly created CRM entry will be assigned that reference. This allows future imports to reliably match and update that insured’s details.