Kelbrook Mutual Insurance / BG-Demo – Onboarding
Callcompleted
Kelbrook Mutual Insurance · 6 Mar 2024 14:45
Onboarding call on 6 Mar 2024 with Tariq. Policy and claims are live, helpline waits on written access. Tariq is the only admin, and the board reporting team already wants to rely on the figures.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 6 Mar 2024 with Tariq. Policy and claims are live, helpline waits on written access. Tariq is the only admin, and the board reporting team already wants to rely on the figures.
What happened: Callie and Tariq Mahmood reviewed connector status and the member mapping. Unmatched claims bunch at the older end, most likely from a past migration.
Customer view: Tariq is careful and wants the member record settled first. He arrived anxious about member numbers and left with a plan.
Commercial: Tariq confirmed the Growth term and the £56k a year, and Callie said the term runs to 16 Jan 2026. The dashboards builder, included on Growth, is held back until the data is trusted.
Watch: Tariq is the only admin, and Callie wants a second. Board reporting staff are already asking about reliability, so an early rollout would risk trust.
Themes
As at Fri 9 Oct 2026Theme
Member record and admin cover
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 to send the helpline access request today, with the reporting copy line added.
- Tariq to confirm where the display number lives and ask about a migration lookup table.
- Callie to book a Tuesday afternoon session with Tariq and his analyst as second admin.
Risks
As at Fri 9 Oct 2026- Tariq is the only admin, so absence would stop any changes.
- Older unmatched claims may undermine trust in member totals if the link is not rebuilt.
- The helpline connector stays pending until the telephony team approves read-only access in writing.
Opportunities
As at Fri 9 Oct 2026- Dashboards builder on Growth can serve underwriting's claims-by-building-type question once data is steady.
- A recorded training session using the test member can support wider rollout.
Transcript
Callie BrennanHello, Tariq. Can you hear me alright?
Tariq MahmoodYes, loud and clear. Good afternoon.- Callie BrennanAfternoon. Sorry, I'm a couple of minutes behind, my last call overran. I've got your video but no picture of you yet, I think that's just my end.
- Tariq MahmoodAh, hang on. My camera was off. Is that better?
- Callie BrennanThere you are. Lovely. Grim out there today, isn't it? It's been raining in London since lunchtime.
- Tariq MahmoodSame in Leeds. It's been that sort of week. Everyone's in the office today with wet coats on the radiators.
- Callie BrennanRight, well, let me tell you what I'd like to cover in the next forty minutes or so, and then you can tell me if I've missed anything. First, where each connector stands. Second, the member record, so how policy, claims and the helpline line up. Third, the overnight refresh and what you're seeing in the morning. Fourth, users and admins. And then who does what before we speak again. Does that work?
- Tariq MahmoodThat works. Can I start with the open tickets, though? It's only one, but it's the one that matters for the first item.
- Callie BrennanPlease, go ahead.
- Tariq MahmoodSo the ticket is about the helpline system. I raised it last week because the connector kept asking for credentials we hadn't set up. The policy system and the claims system are both connected and loading. The helpline one is the gap.
- Callie BrennanYes, I've seen it. And that's the one thing I can't move on, because what I need from your side is written access. A read-only account, in writing, from whoever owns the helpline platform. I never start a connector without it.
- Tariq MahmoodUnderstood. I did speak to the team that looks after the telephony side. They're happy in principle, but they want to know exactly what it can read. Call metadata, recordings, notes, that sort of thing.
- Callie BrennanSure. So for the first pass I'd only want the call records and the agent notes, the fields that carry a member number. No recordings at all to begin with. We can add them later if you decide you want them.
- Tariq MahmoodThat's the answer they'll like. Mm. Could you put that in a note I can forward? Then they can approve it properly rather than me paraphrasing.
- Callie BrennanOf course. I'll write it as a short access request, listing each field, and I'll send it today. Then it's their sign off, your confirmation, and I'll switch it on the same day I see it in writing.
- Tariq MahmoodGood. I'd rather be slow and correct on that one.
- Callie BrennanCompletely agree. Right, can I share my screen? I've got the connector page for your account. Bear with me a moment.
- Callie BrennanSorry, it wanted me to choose which window. There. Can you see the connectors list?
- Tariq MahmoodYes. Policy, claims, and then the helpline one sitting there greyed out.
- Callie BrennanExactly. Policy and claims show as live, with the last load time against each. The helpline sits pending. Everything else on the order form comes after those three, so we're not behind on anything yet.
- Tariq MahmoodOkay. And the others that we signed up for, the document store and the finance one, they were always going to be later?
- Callie BrennanYes, they're in the second wave. I'd like the member record settled first, because everything else hangs off it. If we get that wrong, we'd be connecting more sources onto a shaky base.
- Tariq MahmoodThat's my view too. And honestly, that's where my concern is. Can I explain the problem as I see it?
- Callie BrennanPlease do.
- Tariq MahmoodWe insure schools, churches, charities, community halls. A lot of our members hold several policies. One church might have the hall, the vicarage and the minibus. So the policy system has a member number, but the claims system keys things by a claim reference that links back to a policy, not always to the member directly. For someone in member services, they want to type one name and see everything.
- Callie BrennanYes, and that maps cleanly in most cases, as long as the claim reference carries the policy number reliably. What I need to know is whether there are claims where that link is missing or has been keyed by hand.
- Tariq MahmoodThere will be some. Older ones, mostly. I wouldn't want to guess how many until I've looked. That's a mapping question, really, and I don't want to tell you something that turns out wrong.
- Callie BrennanI'd much rather you didn't guess. Could you pull a sample of, say, claims with no policy link, and tell me what they have in common? Just the structure. Not the member details.
- Tariq MahmoodRight. And that's another thing. I won't be emailing member data. Not names, not numbers. If we need to look at examples, we do it inside your environment or on a call, where I can control who sees it.
- Callie BrennanThat's fine, and actually it's how B-Viz is set up anyway. It all runs inside your own Snowflake account, so there's nothing for you to send me. If I need to look at a record, I'll ask you to open it, and we'll look together.
- Tariq MahmoodGood. That makes this much easier to defend internally.
- Callie BrennanLet me show you what I've got so far. I'm opening the member mapping page now. Give me a second.
- Callie BrennanOkay. So on the left is the policy system's member number. In the middle, the join to policies. On the right, claims through the policy number. And down here is a separate bucket, unmatched claims, which is exactly what you were describing.
- Tariq MahmoodWhich member number is that, at the top? Is it the one we print on the letters, or the internal one?
- Callie BrennanGood question. At the moment it's whatever the policy system exposes as the primary key, which I believe is the internal one. I haven't confirmed that against a printed letter, so I won't say it's fine until I have.
- Tariq MahmoodIt's the internal one. The printed number is a display field, and the helpline staff use the printed one. So the helpline will come in with the display number.
- Callie BrennanThat's really useful. Then we need a cross reference between the two, otherwise helpline calls will never land on the right member. Is the display number held in the policy system, as its own field?
- Tariq MahmoodI believe so. Let me check, because I don't want to say yes and be wrong. I'll look at the table definition this afternoon and confirm in writing.
- Callie BrennanPerfect. I'll add it to my list. So that's the first action on your side, confirm where the display number lives. And I'll put a placeholder in the mapping for it, but I'll leave it switched off until you've confirmed.
- Tariq MahmoodThank you. I do have one worry about the order of things. If I confirm that, will the member view change straight away for anyone using it?
- Callie BrennanNot for anyone outside this project. At the moment only a small group can see anything. Which actually leads me on to users, but let me finish this bit. Can I check how the unmatched claims bucket is behaving first?
- Tariq MahmoodGo on.
- Callie BrennanGive me a moment while I run it.
- Callie BrennanRight. So there are claims sitting in the unmatched bucket, a minority of the total, and when I sort them by when they were opened, they bunch at the older end. Which fits what you said about older claims.
- Tariq MahmoodThat matches what I'd expect. We migrated claims from an older system a few years ago, and the link was never rebuilt for those.
- Callie BrennanThat's the cause then, or at least very likely. I'd still like you to confirm with a sample before we decide. If it's migration, there might be a lookup table we can use rather than fixing them one by one.
- Tariq MahmoodThere might be. I'll ask the person who did the migration. She's still here, thankfully.
- Callie BrennanBrilliant. That could save us a lot of time. Right, shall we look at the overnight refresh?
- Tariq MahmoodYes. Let me check last night's load. I'm pulling up the status page now.
- Tariq MahmoodOkay. Last night's load finished before seven. Policy and claims both show complete. The record counts look sensible against the previous night.
- Callie BrennanGood. That's the commitment, the refresh complete by seven in the morning on business days. And what about the night before? Did you notice anything odd?
- Tariq MahmoodThat's actually what the ticket was originally about, before it turned into the helpline issue. One morning last week the claims load finished late. I raised it, and the answer was that our own claims system had been down for maintenance overnight.
- Callie BrennanRight, so it wasn't B-Viz failing, it was the source being unavailable. Which is useful to know, because it tells us the pipeline waits properly and picks up again. But it does mean I want you to tell us when you have planned maintenance.
- Tariq MahmoodFair. I can add you to the notice list. Or I can just send the dates myself, whichever is easier.
- Callie BrennanSending the dates is fine. A line in an email is all I need. It means that if a load is late, we both know why before anyone has to ask.
- Tariq MahmoodWill do. I should say, the board reporting people are already asking whether they can rely on the figures. I keep telling them it's early days.
- Callie BrennanAnd you're right to. I wouldn't point anyone senior at it until the member record is settled and you've seen it hold for a couple of weeks. A report the board can trust is worth waiting for.
- Tariq MahmoodThat's exactly my line. Thank you for backing me up on it.
- Callie BrennanAlways. Now, users. You have 80 licensed users on Growth. How many people have you got logged in so far?
- Tariq MahmoodVery few. It's me, a couple of analysts from my team, someone from underwriting who's been curious, and a claims manager. A handful, really. I haven't opened it up because I didn't want people finding the gaps before we've fixed them.
- Callie BrennanThat's sensible, and it's quite normal at this stage. What I'd suggest is a small group first, a few people per team, who understand it's a work in progress. Member services, underwriting and claims, each with a couple of people. Then widen it once the member record is clean.
- Tariq MahmoodI like that. Who picks them, me or the teams?
- Callie BrennanIdeally the team leads pick, and you approve. People who ask a lot of questions in their day job, who aren't afraid of saying this doesn't look right. Those are the ones who help you most.
- Tariq MahmoodUnderstood. I'll ask the three team leads this week.
- Callie BrennanLovely. And on admins, at the moment it's you. Only you.
- Tariq MahmoodYes. I know, it's a risk. If I'm off sick or on holiday, nobody can change a thing.
- Callie BrennanThat's what I wanted to raise. I'd like a second admin, someone from your team, so you're not the single point. Part of the handover is that your admin can run things alone, so I'd want at least two people who've seen the whole setup.
- Tariq MahmoodOne of my analysts would be the obvious choice. She already knows the claims data better than I do, if I'm honest.
- Callie BrennanThen let's bring her to the next session. I'll walk both of you through how the mappings are managed. And I'll write a setup note when we're done, covering every connector, every mapping and every decision, so it isn't only in anyone's head.
- Tariq MahmoodThat would help a great deal. And I'll tell Rebecca's team about the mapping changes as we go, rather than after. I never change a mapping without telling them.
- Callie BrennanGood habit. Sorry, who is that in your organisation? I just want to make sure the right person is in the loop.
- Tariq MahmoodShe's the business owner for the member data on our side. I'll make sure she's copied on anything that changes the member view.
- Callie BrennanPerfect. I'll make sure the setup note has a section for decisions that need her sign off, so we keep a clear record.
- Tariq MahmoodGood. Can I ask about the contract side, just so I have it straight? It's a two year term, Growth, and I think it's £55,800 a year.
- Callie BrennanThat's what I have on the order form, £55,800 a year on Growth. The commercial detail sits with Tom and Marcus, so if you want anything beyond that, they're the right people. But it matches what I have, and the term runs to 16 Jan 2026.
- Tariq MahmoodThanks. I just wanted to be sure before I told anyone internally. They like me to quote the right figure.
- Callie BrennanSensible. Now, shall we go through the questions people will actually ask once it's open? That helps me see whether the mapping supports them.
- Tariq MahmoodYes, please. The top one from member services is: for this member, what policies do they hold, have they claimed, and have they rung the helpline recently?
- Callie BrennanThat one needs all three sources, so it won't be fully answerable until the helpline is live. But policies and claims should work already, so let me try it with a test member. Do you have a test record you're comfortable with?
- Tariq MahmoodWe have a dummy member we use for system testing. Give me a minute and I'll tell you the number to type.
- Tariq MahmoodSorry, that took longer than I wanted. I had to find it in a document. I'll say it slowly, and you can type it in. It's the internal number, not the printed one.
- Callie BrennanGot it, typing. And the question is, what policies does this member hold, and any claims against them.
- Callie BrennanRight. It's come back with the policies, and it lists them clearly. And there's one claim linked through a policy. That maps cleanly. Is that what you'd expect for the test member?
- Tariq MahmoodYes. Two policies and one claim. That's right. It's the older sort of case I'm more worried about.
- Callie BrennanUnderstood. And that's why the sample matters. Now, one more thing I want to point out. The answer cites where it came from, so each statement links to the record in the source system. If someone doubts it, they can click through.
- Tariq MahmoodThat's important for us. People will want to check before they say anything to a member.
- Callie BrennanExactly the point. Right, what's the second question?
- Tariq MahmoodUnderwriting want to see, for a type of building, say community halls, how claims have behaved. Not a single member, a group.
- Callie BrennanThat one is more of a dashboard job, and the dashboards builder is included on Growth, so you can have it. But I'd hold off on it until the member record is settled. Otherwise the totals will be wrong and nobody will trust the page.
- Tariq MahmoodAgreed. I'd rather build one good dashboard than five that people argue about.
- Callie BrennanSame here. We can do the first one together once the data is steady. Now, let me look at the time. We've got about twenty minutes left, so let me check the thing I mentioned earlier, the access request for the helpline. Do you want to see how I've drafted it?
- Tariq MahmoodYes, if you can share it. Then I can say whether it makes sense to the telephony team.
- Callie BrennanSorry, I was finding the draft. It's short. It says what B-Viz needs to read: call records and agent notes, member number fields only, read-only, no recordings. And a line saying nothing leaves your Snowflake account.
- Tariq MahmoodThat's about right. I'd add that the account should be limited to the reporting database, not the live phone system. They'll want that spelled out.
- Callie BrennanGood call. I'll add a line that it should be a reporting copy rather than the live system. Anything else?
- Tariq MahmoodNo, that covers it. And I'd like to be named as the contact, since they'll come back to me with questions.
- Callie BrennanDone. I'll finish it this afternoon and send it over before the end of the day.
- Tariq MahmoodThank you. Now, can I ask about training? Not today's, I mean for the wider group, when it opens up.
- Callie BrennanOf course. For the first group, I'd run a short session, maybe an hour, on how to ask good questions and how to read the cited sources. Then your team leads can run catch up sessions for the rest, with the setup note as a guide.
- Tariq MahmoodThat sounds manageable. Could we record it, so people who miss it can watch later?
- Callie BrennanYes, I can do that. Just be careful about not showing any real member data on screen, since we'd be recording it. We'd use the test member.
- Tariq MahmoodGood thought. The test member it is.
- Callie BrennanRight. Let me summarise where we've got to, so we both agree. Then you can tell me if I've got anything wrong.
- Tariq MahmoodPlease.
- Callie BrennanFrom me: the access request for the helpline goes to you today, with the reporting copy line added. A setup note after our next session. A placeholder for the display number in the mapping, switched off. And I'll book the next session with you and your analyst.
- Tariq MahmoodAnd from me: confirm in writing where the display number lives. A sample of the unmatched claims, structure only, no member details. Ask the person who did the migration about a lookup. Get the helpline approval from the telephony team. And ask the three team leads to nominate people.
- Callie BrennanThat's every one. And you'll send me the maintenance dates when you have them.
- Tariq MahmoodYes, I'll add that. Sorry, forgot to say it.
- Callie BrennanNo problem. I'd suggest we speak again early next week, if that suits. By then you should have the display number answer and probably the sample, and I'll have the helpline access if the telephony team move quickly.
- Tariq MahmoodEarly next week is fine. Tuesday or Wednesday would suit me better than Monday. Mondays are always full of reports.
- Callie BrennanTuesday then. I'll send an invite for the afternoon, and I'll add your analyst if you give me her details in your reply.
- Tariq MahmoodWill do. Thanks, Callie. This has been a useful one. I came in a bit anxious about the member numbers and I'm leaving with a plan.
- Callie BrennanThat's what I like to hear. It's a good base, Tariq, and you've been very careful with it, which makes my job easier. Speak on Tuesday.
- Tariq MahmoodSpeak then. Thanks, Tariq. Sorry, habit, I mean cheers. Bye for now.
- Callie BrennanHa, bye, Tariq. Thanks.
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