Kelbrook Mutual Insurance / BG-Demo – Kickoff
Callcompleted
Kelbrook Mutual Insurance · 24 Jan 2024 13:30
Kickoff for the Growth contract. The customer agreed to start with policy, claims, then helpline records after a security conversation. Tariq is the only admin, and claims data will be the hard part.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for the Growth contract. The customer agreed to start with policy, claims, then helpline records after a security conversation. Tariq is the only admin, and claims data will be the hard part.
What happened: Callie Brennan ran the kickoff with Rebecca Ainsworth, Tariq Mahmood and Marcus Bell, with Gareth Lumb joining late. The contract started on 17 Jan 2024 and Marcus confirmed 80 licensed users, with a pilot group first.
Customer view: Rebecca wants member services, underwriting and claims looking at one member, and ended by calling the session useful and less frightening than expected. Gareth wants the build role created by the customer and has concerns about special category data.
Commercial: Source order became policy, claims, then helpline records after a security conversation, with Microsoft 365 last. Marcus called the roughly eight-week timeline a plan, not a promise.
Watch: Tariq is the only admin and claims data needs a mapping rule. A second admin was raised before going wide.
Themes
As at Fri 9 Oct 2026Theme
Kickoff, connectors and security
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tariq drafts the build role for Gareth Lumb's approval and sends awkward member numbers only.
- Rebecca Ainsworth chooses the pilot users and Tariq asks an analyst to become second admin.
- Callie Brennan sends the setup note the next day and Marcus Bell books a check-in for the following week.
Risks
As at Fri 9 Oct 2026- Tariq Mahmood is the only admin, so a load failure while he is away would have no cover.
- Claims records mix free text and codes and need a mapping rule before the connector is trusted.
- Helpline recordings and special category data in claims notes may slow the security sign-off.
Opportunities
As at Fri 9 Oct 2026- Three teams (member services, underwriting and claims) want one view of the member, which supports Growth adoption.
- A pilot with a sceptical user and trained second admin could build trust before wider rollout.
Transcript
Callie BrennanHello, can you hear me alright? I can see Rebecca and Marcus, and Tariq's just popped up. Afternoon, everyone.
Rebecca AinsworthAfternoon, Callie. Yes, loud and clear. Gareth said he'd be a couple of minutes, he's finishing something with the auditors. He'll dial in when he can.
Marcus BellAfternoon all. Sorry, bit of an echo on my side, let me move the headset. Is that better?
Tariq MahmoodBetter, yes. Hello. I've got the open tickets list up out of habit, but we've got none for BG-Demo yet, which I'm told is how it should be at this point.- Callie BrennanHa, no tickets is exactly what I like to hear. Right, so I'll tell you the plan for the next hour, and then we can all shout if it's wrong. First, quick introductions, because I know Rebecca and Marcus have spoken but Tariq and I haven't properly. Second, what B-Viz is going to connect to and in what order. Third, what I need from your side is access, in writing, before I touch anything. Fourth, owners and dates. And I'll send a setup note straight after so nothing lives only in anybody's head.
- Rebecca AinsworthThat sounds sensible. Can I start with a member story, because it's why I wanted this? It's quick.
- Callie BrennanPlease, go on.
- Rebecca AinsworthSo this week a church treasurer rang the helpline. Small parish, been with us for years. She'd had a claim on the roof last autumn, and she rang about her renewal. The person who picked up had the policy on one screen, had to ask her to hold, went to another system for the claim, and then she had to tell the story all over again. She wasn't cross, she's far too polite for that, but she said, I thought you'd know. And that's the sentence that sticks with me. Let's not make them tell us twice.
- Marcus BellThat's the whole point of it, really. Policies, claims and calls in one place so whoever picks up the phone, or whoever walks into the renewal meeting, already knows.
- Rebecca AinsworthExactly. What does the member see? That's what I keep asking. If they don't see any difference, we haven't done it.
- Callie BrennanGood, that gives me a clear target. Quick round of introductions then. I'm Callie, I'm an implementation consultant, so I'm the one who connects the sources, maps the fields and gets your first refresh to land. Marcus will be your customer success manager once we're live, so he's with us from the start, so you know him before you need him.
- Marcus BellThanks, Callie. I'm Marcus, I'm in Manchester. I'll be around for usage, check-ins and the quarterly reviews on the Growth plan. Happy to jump on a call any time something's not right, you don't need to wait for a meeting. I'll share my screen in a bit with the rollout outline, if that's alright.
- Tariq MahmoodI'm Tariq, I run data and MI here. I'll be the admin for B-Viz. I've looked after the policy, claims and helpline feeds for a few years, so most of what you're about to ask for, I probably know where it lives.
- Callie BrennanThat's music to my ears. Do you want to say what you're hoping to get out of it, Rebecca, in your own words? I want to write it at the top of the setup note.
- Rebecca AinsworthYes. Three teams, really. Member services, underwriting and claims all looking at the same member. One member, with their policies, their claims and what's been said on the phone. And I'd like relationship managers to be able to ask it a question before a renewal meeting and get something they trust. Is that the whole picture? Probably not, Tariq will tell me where I'm being optimistic.
- Tariq MahmoodA little, maybe. Which member number is that going to be keyed on? Because policy and claims don't always agree, we've got legacy numbers on older schools and a few of the charities. That's a mapping question, and it's the one I'm most nervous about.
- Callie BrennanRight, and I'm glad you said it now, because that's the single biggest thing in the next couple of weeks. I won't say a mapping is fine until I've checked it against real records. Can you send me a short list of member numbers, ideally a handful that you know are awkward, and we'll test those first?
- Tariq MahmoodI can do that. I won't email member details though, I never share member data by email. I'll send the member numbers only, no names, and we can look at the records together on a screen share inside your environment.
- Callie BrennanPerfect, that's cleaner anyway. Numbers only, then we look together.
- Marcus BellCan I put the outline up now? Just so everyone's looking at the same thing.
- Callie BrennanYes please, go ahead.
- Marcus BellOkay, can you see that? It's a one-page view. Left side is what we connect, middle is who owns each piece, right side is the weeks. The contract started on 17 Jan 2024, so we're about a week in, and it's a two-year term that runs to 16 Jan 2026. Plenty of runway, but it's worth saying out loud that the first months decide whether people actually use it.
- Rebecca AinsworthI can see it. Mm. And the eighty users, that's the licence, is that right? I want to be sure I've got the numbers across the three teams.
- Marcus BellYes, 80 licensed users. We'll start smaller, though. I'd suggest a pilot group first, and then widen out once the data looks right, rather than switching on everyone on day one.
- Rebecca AinsworthI'd prefer that. If somebody's first question gets a wrong answer, they won't ask a second.
- Callie BrennanCompletely agree, and that's why the order matters. So here's what I'd propose for sources. First the policy system, because everything hangs off the member and the policy. Second the claims system. Third the helpline records, and the recordings that go with them, via the call recorder. Then, once those are happy, email and documents from Microsoft 365, if you want them in. Does that match what you were expecting?
- Tariq MahmoodYes, though I'd swap the helpline round. The helpline system is the easiest of the three, it's pretty clean. Claims is the messy one.
- Callie BrennanInteresting. Why messy?
- Tariq MahmoodClaims were migrated a couple of years back. Older ones have free text where newer ones have codes. So a claim on a roof from before the migration might not carry the same cause field as one afterwards. I can load it, it just won't map cleanly without a rule.
- Callie BrennanRight, that's really useful. So I'd rather do policy, then the helpline, because that gets us a quick win, then claims with a proper rule for the old records. What I need from your side is a sample of both kinds of claim, old and new. Would that be alright?
- Tariq MahmoodFine. I'll pick a few of each, again numbers only.
- Rebecca AinsworthCan I ask something about the helpline recordings? Some of those calls are with people who've just had a fire, or a break-in. I'm not worried about the technology, I'm worried about what the member would think if they knew.
- Callie BrennanThat's a fair worry, and it's partly Gareth's, so shall we wait for him? Actually, I think I can see him joining now.
Gareth LumbHello, sorry, sorry. Audit ran over. Gareth, head of IT security. Have I missed much?- Callie BrennanNot at all, afternoon Gareth. We've done introductions and we've just got to the bit that's yours, as it happens. Rebecca was asking about helpline recordings and how sensitive they are.
- Gareth LumbGood, because that's my first question as well. Before anything else, where does the data physically sit? My understanding is it's in our own Snowflake account, not yours.
- Callie BrennanCorrect. B-Viz is built and runs inside your Snowflake account. We don't copy your member data out to a store of ours. What we hold is the configuration and the access we've been given to set it up.
- Gareth LumbAnd who from your side can see inside it?
- Callie BrennanOnly what you grant, and only for as long as you grant it. I'd ask you for a named role with the minimum permissions to build the connectors, written down, and then you switch it off or reduce it when I hand over. I never start a connector without that in writing.
- Gareth LumbGood. I'd want that role created by us, not handed over as somebody's login. And I'd want to see the list of what it can touch before it's live.
- Tariq MahmoodI can create the role. I'll draft it and run it past you, Gareth, before it goes anywhere.
- Gareth LumbYes please. And the recordings, Rebecca, to come back to you. I'd suggest we don't rush those. They're the most sensitive thing on the list. I'd be happier if we did policy and claims first and then sat down about the calls.
- Rebecca AinsworthI'd be fine with that. I just don't want us to drop them forever, because the calls are where you hear what the member actually said. But I'm happy to go second.
- Callie BrennanThat's fine by me, it actually makes the first weeks simpler. So the order becomes policy, claims, then the helpline records with a security conversation first, then Microsoft 365 if you still want it. Marcus, can you put that on the outline?
- Marcus BellDoing it now. Policy, claims, helpline after a security conversation, Microsoft 365 last. I'll put Gareth's name against the security step.
- Gareth LumbFine. Though I'd say I'll want to look at how it handles special category data. We insure churches and charities, some of what's in claims notes can be very personal.
- Callie BrennanUnderstood. I won't tell you it's fine until I've seen what's in those notes. Can we agree that when I do the claims sample with Tariq, Gareth, you sit in for ten minutes?
- Gareth LumbYes. Put it in the diary and I'll be there.
- Marcus BellWhile we're on diaries, should I talk through the timeline? I've got the weeks on screen.
- Callie BrennanGo on, then I'll fill in the detail.
- Marcus BellSo the first couple of weeks are access and the policy connector. Then claims, which Tariq says is the awkward one, so I've left a bit of slack there. After that the helpline, and then the pilot users. Roughly eight weeks to everything we've talked about, but I'd treat that as a plan, not a promise, until we've seen the claims data.
- Rebecca AinsworthI appreciate you saying that. I'd rather have an honest slow than a confident wrong.
- Callie BrennanSame. Okay, a couple of practical things before we switch on the refresh. B-Viz refreshes overnight, and it should be done by 07:00 each business day. Tariq, I'll need to know your own overnight loads, so we don't land on top of them.
- Tariq MahmoodI'll check last night's load, and the last few. Claims finishes late, usually well before five in the morning, but there are nights it slips. I'd rather tell you the real pattern than the nominal one.
- Callie BrennanThat's exactly what I want. Send me the real pattern. If claims finishes late, we schedule after it, rather than hoping.
- Rebecca AinsworthWho do you want from my side in the pilot? I was thinking two relationship managers, one underwriter, and somebody from the helpline, though not the whole team yet.
- Marcus BellThat mix sounds right. Ideally people who'll ask real questions, not people who'll be polite about it. Maybe somebody a bit sceptical as well.
- Rebecca AinsworthI've got just the person. She'll be delighted to be asked.
- Tariq MahmoodOne thing from me. At the moment I'm the only admin. If I'm on leave and something stops loading, there's nobody. I'd like to get a second person trained before we go wide.
- Callie BrennanThat's a good flag, and it ties to something I care about, which is leaving your admin able to run it alone, and ideally a second admin too. I'll build that into the handover. Do you have someone in mind?
- Tariq MahmoodThere's an analyst in my team. I'll ask her and come back to you.
- Gareth LumbShe'd need the same role approval as anyone else, just so that's clear.
- Tariq MahmoodOf course. Same process, you'll see it first.
- Callie BrennanGood. Right, let me read back what I've got, and you tell me if I've got it wrong. Tariq, you create the build role for Gareth's approval, and send me the awkward member numbers, numbers only. Gareth, you review the role and sit in on the claims sample. Rebecca, you choose the pilot users. Marcus, you keep the outline and the dates. And I write the setup note. Anything missing?
- Rebecca AinsworthI think that's it. Oh, can we agree when we next speak? I don't want this to go quiet for a month.
- Marcus BellShall we book thirty minutes next week, just a check on access and the first connector? I'll send an invite today.
- Rebecca AinsworthPlease do. Thank you all, this was useful, and a lot less frightening than I expected.
- Gareth LumbThanks everyone. I'll keep an eye out for the role draft.
- Tariq MahmoodThanks, all. I'll get the numbers over later today. Speak soon.
- Callie BrennanThanks, everyone. The setup note will be with you tomorrow. Speak soon, bye.
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