Kelbrook Mutual Insurance / BG-Demo – Onboarding
Callcompleted
Kelbrook Mutual Insurance · 30 Jan 2024 16:45
Onboarding call on 30 Jan 2024. Rebecca wants no wrong member matches and a slow, checked first refresh. Only three people have used B-Viz so far, against eighty licensed users, and she has no value measure yet.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 30 Jan 2024. Rebecca wants no wrong member matches and a slow, checked first refresh. Only three people have used B-Viz so far, against eighty licensed users, and she has no value measure yet.
What happened: Callie Brennan walked Rebecca Ainsworth and Tariq Mahmood through source access, member matching, the first refresh and admin roles. Claims credentials are still to arrive and the helpline will be a scheduled file drop, not a live connector.
Customer view: Both want unmatched helpline records left unmatched rather than guessed. Tariq needs B-Viz figures to agree with their own reports before the board sees them.
Commercial: Rebecca says the contract is a two-year term and that she has no good answer yet on what to measure. Only the three of them and a couple of others have looked at it, so adoption across the eighty licensed users is still ahead.
Watch: Value is undefined and the board will want a figure. Tariq is the only admin until he names a second, and an overnight overrun would leave claims a day behind.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, matching and refresh
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- Callie sends the secure upload link for the claims credentials today.
- Tariq sends the full claim status list, the sample members and the second admin's name.
- Rebecca confirms the order in which teams come on and the status groupings with her team leads.
Risks
As at Fri 9 Oct 2026- Rebecca has no agreed measure of value yet, and the board will want a figure.
- Tariq is the only admin until he names a second.
- Helpline records have no reliable member number, so matching may leave an unmatched pile.
Opportunities
As at Fri 9 Oct 2026- Teams can be brought on in waves across the eighty licensed users once the counts agree.
- A reconciliation week against Tariq's own reports could build trust before board use.
Transcript
Callie BrennanHello, can you hear me all right? I've got a little lag on my side.
Tariq MahmoodYes, loud and clear. Good afternoon, Callie.
Rebecca AinsworthAfternoon both. Sorry, I'm just getting out of another meeting, give me one minute to find my headphones.- Callie BrennanNo rush at all. It's still a bit grim down here, I think the whole of London has decided to stay indoors. How's Leeds?
- Tariq MahmoodCold and bright. Frost on the car this morning, so I'm not complaining.
- Rebecca AinsworthRight, I'm here. Hello. Do you mind if I start with something from this week? It's relevant, I promise.
- Callie BrennanPlease, go ahead.
- Rebecca AinsworthA parish treasurer rang the helpline on Monday about a roof repair on a church hall. Lovely man. He'd already explained it all to the claims team the week before, and then he had to explain it again to us, and then again to underwriting when they rang about the renewal. Three conversations, same story. And he was very polite about it, which somehow made it worse.
- Tariq MahmoodMm. Which member number was that? I think I saw the note go past.
- Rebecca AinsworthI won't read it out here, Tariq, I'll send it to you through the usual route. But that's exactly why we're doing this. Let's not make them tell us twice.
- Callie BrennanThat's a perfect way to frame the hour, honestly. So here's the plan for the next forty minutes or so. First, I want to confirm where we are on access for the three sources: the policy system, the claims system and the helpline platform. Second, we walk through how a member gets matched across those, because that's the bit that decides whether this works for you. Third, the first refresh and who watches it. And last, admin roles and what I leave behind in the setup note. Does that sound right?
- Tariq MahmoodThat sounds right. Can I add one thing at the end? I'd like to talk about what happens if a load doesn't finish overnight.
- Callie BrennanYes, definitely, we'll put that in. Right, access first. What I need from your side is written confirmation of the credentials for each source, before we switch on the refresh. I've got the policy system confirmed from last week. Tariq, I believe the claims one was still with your infrastructure colleagues?
- Tariq MahmoodIt was, and it's moved on. The service account for claims is created, read-only, as we agreed. I've had it checked by a colleague in IT and they've signed it off. I haven't put the secret in an email, obviously. I'd like to hand it over the way we discussed.
- Callie BrennanGood, that's the right call. I'll send you the secure upload link straight after this, and I won't start anything until I've got it in writing that the access is intended for us. That's a rule I keep to.
- Tariq MahmoodUnderstood. The helpline platform is the awkward one. The supplier only allows an export, not a live connection, unless we raise it with them.
- Callie BrennanOkay. Hold on, let me look at my notes. Yes, I've got that down as a scheduled file drop rather than a direct connector. That's fine, it maps cleanly as long as the file layout stays the same each night. Does it?
- Tariq MahmoodIt has done for as long as I've looked after it. The columns have only changed once, and that was when they added a field for call outcome.
- Callie BrennanRight, and that's the kind of change I'd like you to tell us about in advance, because a new column won't break the load but a renamed one might. I'll put it in the note.
- Rebecca AinsworthCan I ask a plain question? When the helpline records land, what does the relationship manager actually see? Is it the recording, or a summary, or what?
- Callie BrennanGood question, and I'd rather answer it properly than say it'll be fine. It depends what the platform exports. If you're giving us the transcript or the call notes, those get indexed and appear against the member. If it's only metadata, so who rang, when, how long, then that's all the manager sees. Tariq, which is it?
- Tariq MahmoodMetadata and the agent's notes, at the moment. No audio. I'd want to be careful about audio anyway, given what members tell us on those calls. That's a conversation for later, and not just for me.
- Rebecca AinsworthAgreed. Notes are plenty to start with. Is that the whole picture, though? Will the notes show up next to the claim and the policy?
- Callie BrennanThat's the next section, actually, so let's go there. Matching. Everything hangs on one member record across policy and claims and the helpline. Tariq, you know the systems best, how does each one identify a member today?
- Tariq MahmoodPolicy has the member number as the main key. Claims uses the member number too, but it's stored with a prefix on older claims, so we strip that in our own reports. The helpline platform doesn't hold a member number reliably. Agents type it in free text, sometimes, and sometimes they don't.
- Callie BrennanMm, okay. So that's the risk. Policy and claims should join cleanly once we handle the prefix. The helpline is the one where we'll have a fuzzy match or an unmatched pile.
- Tariq MahmoodThat's a mapping question, and I'd rather we decide it deliberately than let it guess. If it can't find the member with confidence, I'd prefer it left unmatched than attached to the wrong one.
- Rebecca AinsworthYes. Absolutely. A wrong match is worse than no match. Imagine a manager walking into a school's renewal with someone else's claim in front of them.
- Callie BrennanCompletely agree, and I'll write it that way: match only where the member number is present and agrees, and park everything else in a review list that Tariq can look at. I won't say that mapping is done until I've checked a sample against real records, not before.
- Tariq MahmoodI can pull a sample for you. Small, a handful of members I know well. I'll tell Rebecca which ones, since she should be aware of whose records are being looked at.
- Rebecca AinsworthThank you, I'd appreciate that. Keep it to the ones where there's no sensitivity, please. Schools and halls, nothing involving a vulnerable member.
- Callie BrennanNoted. Let me share my screen so you can see what I mean by the mapping sheet. Can you see it? It says the plan across the top.
- Tariq MahmoodYes, I can see it. A bit small. Could you zoom in?
- Callie BrennanBetter? So down the left you've got the source fields, then the B-Viz field they land in, then a column for what I still need to check. Anything in the last column with a question mark is mine until it's cleared.
- Tariq MahmoodFine. Go down to the claims block, would you? I want to check the status field. We have more statuses than most people expect.
- Callie BrennanRight, I've got seven or so listed in the sample you sent. Are there others in live that aren't in the sample?
- Tariq MahmoodA few that are retired but still on old claims. I'll send you the full list rather than rely on my memory. I'd hate to say it's complete and then find an odd one in March.
- Callie BrennanThat's the answer I wanted, thank you. I'll hold the status mapping open until I've got it.
- Rebecca AinsworthWhile you're on that, one for the member services side. Our team think of a claim as open, paid or declined. If the system shows something more technical, will the team know what it means?
- Callie BrennanWe can map the detailed statuses into friendly groups for the pages your team uses, and keep the exact status underneath for Tariq and for claims. Would you want to see the groupings before they go live?
- Rebecca AinsworthYes please. And I'll take it to the team leads on the helpline, because they'll be the ones asked what it means. What does the member see, in the end? It's the right test.
- Callie BrennanGood. I'll put the draft groupings in the note and we'll go through them together next time. Moving on, then. The first refresh.
- Callie BrennanBefore we switch on the refresh, here's how I like to do it. We run policy first, on its own, overnight, and check the counts the next morning against what Tariq knows is in the system. Then claims. Then the helpline file. Not all three at once, so if something looks odd we know where it came from.
- Tariq MahmoodI like that. I'd rather it was slow and understood. Who's looking at the counts, you or me?
- Callie BrennanBoth of us. I'll send you what B-Viz says it indexed, and you tell me whether it matches what you'd expect. I'll check last night's run by eight the next morning and message you.
- Tariq MahmoodI'll check last night's load from my side as well. It'll be the first thing I do, anyway.
- Rebecca AinsworthAnd in the meantime, nobody on my team goes looking at it and gets confused by half-loaded data, I hope?
- Callie BrennanExactly the point. Until we've signed off the counts, only the two of you, and me, would have it open. Then Rebecca's team join once it's right.
- Rebecca AinsworthGood. We have eighty licensed users on the contract, but at the moment it's really just the three of us who've looked at it, plus a couple of curious people. I don't want to open the doors until I'm sure it's worth walking through.
- Callie BrennanThat's a sensible way to do it. The licence covers 80 users, so there's plenty of room, and you can bring teams on in waves. Member services first, you said, then underwriting, then claims?
- Rebecca AinsworthMember services, then claims, then underwriting. Underwriting will want to see the claims history before they care about the calls. But I'll check that with the underwriting lead and come back.
- Callie BrennanOkay, I'll note the order as provisional. And I should say, Tom and Marcus both know the plan. Tom, as the account owner, and Marcus, who'll pick up the relationship once the setup's done.
- Rebecca AinsworthYes, I spoke to Marcus last week. He seemed very sensible. He asked what we'd be measuring, which I appreciated. I haven't got a good answer yet, if I'm honest.
- Callie BrennanThat's fine, it's early. My suggestion is that you don't pick a number now. Spend a few weeks seeing what people actually ask, and then Marcus can help you decide what counts as value. Quite often it's one or two real stories, like your parish treasurer, rather than a figure.
- Rebecca AinsworthI like that. The board will want a figure in the end, mind. They always do. But it's easier to start from a story.
- Tariq MahmoodThe board report is something I'd like to come back to. I'm asked to produce numbers the board can trust, and I need to be sure the numbers coming out of B-Viz agree with our own reports before anyone quotes them.
- Callie BrennanThat's a really good discipline. What I'd suggest is a reconciliation week. You pick a handful of figures you already report, we compare them against what B-Viz gives, and we write down any difference and the reason. If there's a gap I can't explain, I'll tell you that, rather than guess.
- Tariq MahmoodThat would suit me. I never guess at a cause myself, so I wouldn't want a tool that does.
- Callie BrennanFair. Right, the overnight question you wanted. Tell me what you're worried about.
- Tariq MahmoodOur batch jobs run overnight and occasionally they overrun, especially after month end. If the claims extract isn't ready when B-Viz picks it up, what happens? Does it load half a file, or skip?
- Callie BrennanIt shouldn't load half a file. We set it to wait for a completion marker, and if that's not there, it skips that source for the night and flags it. The other sources still refresh. The trade-off is that claims would be a day behind until the next run.
- Tariq MahmoodA day behind is acceptable if we know about it. It's the silent version I'd worry about, where nobody notices.
- Callie BrennanAgreed, so the flag matters. I'll set it up so the alert comes to you, and I'll show you where to see the last successful load for each source. Then you can answer anyone who asks why a claim doesn't show yet.
- Rebecca AinsworthThat helps me too. If a relationship manager says it's not there, I'd like to be able to say whether it's us or the system. Is there somewhere simple they can look?
- Callie BrennanThere'll be a last-updated line on the pages. It's small, but it's there. I'll make sure the team know to glance at it.
- Rebecca AinsworthLovely. Sorry, I keep asking small things.
- Callie BrennanNot at all, they're not small. Those are the things that decide whether people trust it in the first week.
- Callie BrennanLet's do admin roles, then. Tariq, you're the admin for B-Viz. Is it only you, or do you want a second?
- Tariq MahmoodI'd like a second, ideally in my team, so I'm not the only one who can change anything. I'll ask one of my analysts. I'll confirm the name by email, not on a call.
- Callie BrennanSensible. Two admins is a good minimum, particularly if someone's on leave. I'll set up the second one as soon as you send the details, and I'll show them the same things I'm showing you.
- Tariq MahmoodAnd one rule from me. If anyone changes a mapping, Rebecca is told. I don't change anything without telling her.
- Rebecca AinsworthI appreciate that, Tariq. It's the right way round, since it's my team who'd notice a difference first.
- Callie BrennanI'll build that into the handover note as a working agreement, so it's written down and it outlasts all of us. Which brings me to the note itself. I never hand over without one.
- Callie BrennanIt'll cover each source, how it's connected, who owns the credentials, what the mapping decisions were and why, what to check each morning, and who to contact. In plain English. The aim is that you can run it alone.
- Tariq MahmoodThat's what I'd hoped for. Will it include the decisions we made today, like leaving unmatched helpline records unmatched?
- Callie BrennanYes, in those words. I'll circulate a draft once I've had the credentials, and you can mark it up.
- Rebecca AinsworthOne last thing from me, then, and it's about the contract. We've signed a two-year term, so I know we're committed. But I'd like to be honest with our leadership about when it'll be useful. Is there a realistic point where I can say it's working?
- Callie BrennanI won't promise a date I can't keep. What I can say is that once the first refresh has landed and the counts agree, you can start using it straight away, on the data you've got. Everything after that is adding sources and teams. Marcus is better placed than me to talk about value over the term, and Tom for anything commercial.
- Rebecca AinsworthThat's fair. I wouldn't want to agree anything on terms without taking it to my own leadership anyway, so I'll leave the commercial side to them.
- Callie BrennanUnderstood. Okay, let me recap the actions so I get them right. I'm sending a secure upload link today for the claims credentials. Tariq, you're sending the full list of claim statuses and the sample members, and the name of your second admin.
- Tariq MahmoodYes. And I'll confirm the helpline file layout in writing, including the column names, so we've a baseline.
- Callie BrennanBrilliant. Rebecca, you're checking the order the teams come on, and the status groupings with your team leads.
- Rebecca AinsworthYes. And I'll send Tariq that parish member number, properly, so he can see how the three records line up.
- Callie BrennanAnd I'm running policy first, checking the counts the next morning, then claims, then the helpline file, with a short note to you both after each one. Let's say we regroup on a short call once the first source has landed.
- Tariq MahmoodThat works. I'd like it early in the day if possible, so I can look at the load beforehand.
- Callie BrennanMornings it is. I'll send some times with the upload link.
- Rebecca AinsworthThank you, Callie. Honestly, this is the first time it's felt properly real. We've talked about it for ages.
- Callie BrennanThat's lovely to hear. Thanks both, really helpful, and thank you for the straight answers on the helpline file. Speak soon.
- Tariq MahmoodThanks, Callie. Bye for now.
- Rebecca AinsworthBye both, take care.
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