Kelbrook Mutual Insurance / BG-Demo – QBR
Callcompleted
Kelbrook Mutual Insurance · 10 Jun 2024 16:00
Growth QBR with Kelbrook's finance director present. Usage and questions are rising and a late claims load was closed. Malcolm Hebden asked what the contract commits them to and wants value evidence for the board.
What was said
What this says
As at Fri 9 Oct 2026Growth QBR with Kelbrook's finance director present. Usage and questions are rising and a late claims load was closed. Malcolm Hebden asked what the contract commits them to and wants value evidence for the board.
What happened: Marcus Bell led the QBR with Rebecca Ainsworth, Tariq Mahmood and Malcolm Hebden. Tariq's high priority ticket about a late claims load was closed, and Marcus said support replied inside the Growth time.
Customer view: Rebecca described relationship managers using B-Viz to prepare for member meetings. Malcolm opened by asking what had changed since the order form and closed saying he was content with where things stand.
Commercial: Tom Ashdown confirmed £56k a year, matching the invoice, with contract end on 16 Jan 2026 and renewal on 17 Jan 2026. Eighty seats are licensed and far from used, which is headroom. That date has since passed and the evidence does not show the outcome.
Watch: Underwriting sees B-Viz as a member services tool, and Malcolm said that would mean buying a third of the idea. Freshness versus availability came up, and Tom owes Malcolm the service level clauses in writing.
Themes
As at Fri 9 Oct 2026Theme
QBR, usage and value
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send Malcolm the order form clauses on service levels and term, with the invoice alongside.
- Marcus Bell to set up the underwriting and helpline sessions with Rebecca and ask support about a late-load alert.
- Rebecca Ainsworth to write member stories for Malcolm's board paper.
Risks
As at Fri 9 Oct 2026- Underwriting sees B-Viz as a member services tool, so the single member view is only partly adopted.
- A late claims load left users on the previous night's data, and Malcolm now wants the service level wording in writing.
- Malcolm is asking what the contract commits the board to, so the next renewal needs a clear value case.
Opportunities
As at Fri 9 Oct 2026- Eighty licensed seats are far from used, leaving headroom to bring more teams on.
- Underwriting has asked about adding its rating notes as a connector, within the Growth connector limit.
- The helpline team wants to try B-Viz live on calls.
Transcript
Marcus BellHello, can everyone hear me alright? I can see Rebecca and Tariq. Tom, you're on mute, I think.
Tom AshdownSorry, sorry. Afternoon all. How's everyone's week been? Rebecca, you've had the schools renewals on, haven't you?
Rebecca AinsworthAfternoon, Tom. Yes, it's been a busy one. Let me tell you something from Tuesday, actually, because it's why I'm glad we're doing this call. One of the relationship managers was going to see a primary school that's been with us a long time. The governors had a leaking roof claim last year and a complaint on the helpline the year after. She opened B-Viz in the car park and had the whole story before she walked in.- Tom AshdownAh, that's lovely to hear. That's exactly what we hoped for when we started.
- Rebecca AinsworthThe chair of governors said he'd never had to explain anything twice. Which is the thing, isn't it? Let's not make them tell us twice.
- Marcus BellBrilliant. That's a good way in. Malcolm, I can't see you yet, are you with us?
Malcolm HebdenI am, Marcus, apologies, I was finding the right window. Good afternoon, everybody. Before we start, may I ask what has changed since the order form? I have it in front of me from when we signed in January of last year, and I would like to be sure I am reading the same product.- Marcus BellFair question, and I think the answer is mostly good news. I've pulled the numbers, so let me share my screen and I'll say what I want to cover. Can you see that?
Tariq MahmoodYes, I can see it. Can I just start with the open tickets, since they're short? We have two from the last month.- Marcus BellGo on, Tariq, please. That's on my list as well, but you know the detail.
- Tariq MahmoodOne was a how-to question from underwriting about saving a search. That was answered the same day. The other was marked high priority. A load from the claims system finished later than usual one morning, so the people who came in early were looking at yesterday's picture. I raised it because I didn't want to guess at a cause.
- Marcus BellRight. And that one's been dealt with, from what I can see. Support came back inside the time for Growth, and the next night's load completed before the morning cut-off.
- Tariq MahmoodIt did. I checked last night's load as well, and the one before. Both fine. I'd call it closed, though I'd like to keep an eye on it for a few more weeks.
- Rebecca AinsworthIs that the whole picture, Tariq? Did anybody in member services notice on the day?
- Tariq MahmoodTwo people on the helpline team mentioned it to me. Nobody gave a member wrong information, as far as I know. They just spotted the claim status was a day behind and rang me.
- Rebecca AinsworthGood. That's what I wanted to hear. They checked rather than assumed.
- Marcus BellThat's a healthy sign, honestly. Two tickets in a month, one of them a plain how-to, from a user base that's grown. It tells me people are using it and asking when something looks off. Shall I move on to usage?
- Malcolm HebdenPlease do. Though I would ask, over the full term, what we are measuring against. I would rather not be shown a chart without its base.
- Marcus BellUnderstood. So the base is simple. You have eighty licensed users on the Growth order form, and I'll compare this quarter with the one before. Here, the active users line. You can see it's climbed steadily, and it's up by a big margin on the last quarter.
- Tom AshdownWhich is lovely, but I'll say what I'd say to anybody. There are eighty seats and we're nowhere near using them all yet, so there's loads of headroom there. No drama, it's just the shape of it.
- Malcolm HebdenHeadroom being seats we are paying for and not yet using.
- Tom AshdownYes, fair, that's one way to look at it, Malcolm. And the other is that you've got room to bring more people on without touching the contract. I'm not selling you anything today, honestly.
- Malcolm HebdenI appreciate that. I will note it. Please continue, Marcus.
- Marcus BellSo the second chart is questions asked, which is the one I trust most. Month on month it's gone up, and it's spread across a good number of people. I always check that, because if one person asks most of the questions that's a risk of its own. Here it's not. The top few users are relationship managers and a couple from claims.
- Rebecca AinsworthThat fits what I see. The relationship managers have made it part of their preparation. Before a member meeting they ask what policies the member holds, what claims there have been, and whether anyone has called the helpline recently.
- Tariq MahmoodWhich is exactly why the single member record matters. If a church has three policies and a claim, they can't appear as three different bodies. Which member number is that, I keep asking, and now the answer is the same in every system.
- Marcus BellThat's the join you did in the first few weeks, Tariq, and it's paying off. Records indexed has been rising since, and it didn't go flat even around the claims load issue.
- Tariq MahmoodRight. Well, the delay was a timing matter, not a stoppage. I'd say that's a mapping question when it's wrong and a scheduling question when it's late, and this was the second.
- Malcolm HebdenForgive me, Tariq, I want to be sure I follow. If the load is late, does the product still answer?
- Tariq MahmoodIt answers, yes, but from the previous night's data. So it's available, just not fresh. That's a distinction Marcus explained to me earlier.
- Marcus BellYes, and I'd say that's worth knowing for Growth. Availability is covered by the service levels, and the nightly refresh is a target for every tier. Anything specific beyond that would be in your order form, and I'd rather Tom confirms the wording than I paraphrase it.
- Tom AshdownLeave that with me. I'll send Malcolm the relevant clauses after this, so it's in writing and nobody's relying on my memory.
- Malcolm HebdenThank you, Tom. That would be helpful.
- Marcus BellOkay, next slide. This one is connectors. You've got policy, claims and the helpline systems live, plus the shared drive for documents. Tariq, what's the picture on the rest?
- Tariq MahmoodThe shared drive was the last one we wired in. After that I paused, because I didn't want to add sources faster than people could use them. Underwriting have asked about adding their rating notes, but I haven't agreed that with Rebecca yet.
- Rebecca AinsworthAnd I'd like to hear them out first. I don't mind adding things, but I'd like to know what the underwriters want to ask, not just what they want to connect.
- Marcus BellThat's sensible. Growth allows a set number of connectors and you're comfortably inside it, so there's no pressure either way. I'd suggest we start from the questions.
- Tom AshdownYeah, and if it helps I'm happy to sit in with underwriting one afternoon. Not to sell, just to hear how they work. I always learn more that way.
- Rebecca AinsworthI think they'd like that. They're a bit sceptical, to be honest. They liked the idea but said it was a member services tool.
- Malcolm HebdenThat is a fair comment from them. We did buy it so that member services, underwriting and claims would see each member together. If underwriting only dips in, we have bought a third of the idea.
- Rebecca AinsworthWhich is why I'd like to bring one of the senior underwriters into the next session. Someone who'd say plainly if it's useful.
- Marcus BellPerfect. I can run a short training session for them on their own data, using real cases that Rebecca picks. Happy to jump on a call to plan it.
- Rebecca AinsworthYes please. Keep it practical. Cases where a member's policy history and a claim sit side by side.
- Marcus BellRight, let me show the dashboards now. This is the builder, which is part of Growth. I see your team built a couple of their own, which is a good sign, because it means somebody's investing time.
- Tariq MahmoodThose are mine, mostly. One is for the board pack, showing members by region and policy type, and the other tracks open claims against how long they've been waiting.
- Malcolm HebdenThe board one is what I wanted to ask about. Can I rely on it? I would not want a figure in a board paper that I cannot trace.
- Tariq MahmoodYou can trace it. Every tile links back to the underlying records, and I've written down which source each number comes from. I'd still check it against the finance ledger once a month, if you like.
- Malcolm HebdenI would like that, yes. Members' money, not ours, so I would rather we check twice.
- Rebecca AinsworthI'd add one thing. The board will ask what the member sees, and a regional chart doesn't answer that. But it's a start.
- Tariq MahmoodThat's fair. Maybe the next version adds helpline contact volume by reason. Then it says something about what members are actually asking about.
- Marcus BellI'll note that for the workshop. Now, Malcolm, you asked at the start what's changed. Where I'd land is this. The product is the same and the contract is the same. What's changed is how much it's used, and who uses it.
- Malcolm HebdenThank you. And on the commercial side, so that I have it right, the annual figure is fifty-five thousand eight hundred pounds. Is that what has been invoiced?
- Tom AshdownI'd rather not say from memory, Malcolm, but I've got the order form open now. Yes, £55,800 a year, and the invoice matches it. Nothing overdue on your side, either. I'll still send you both so you can see them next to each other.
- Malcolm HebdenOver the full term, please, so that it is clear. The agreement runs from the start in January last year to 16 Jan 2026?
- Tom AshdownThat's the contract end, yes. And renewal falls on 17 Jan 2026, the day after. That's a long way off, so no need to think about it today.
- Malcolm HebdenQuite. I mention it only because the board plans over the cycle and I would like to know what that commits us to, and for how long, before they ask me.
- Tom AshdownAbsolutely. For now it commits you to what's on the form for the two years, and nothing beyond it. If anything about the next term comes up, you'll hear it from us well ahead and in writing.
- Malcolm HebdenThank you. I will not decide anything today, naturally. But it is useful to be able to say, truthfully, that members are getting value from it.
- Rebecca AinsworthI can give you more than usage figures for that, Malcolm. I'll write down three or four member stories for your board paper, no names, just what happened and what it changed.
- Malcolm HebdenThat would carry more weight than a chart. Please do.
- Marcus BellWhile we're on value, I've got a short list of things I'd suggest for the next few months. One, the underwriting session. Two, a monthly check of the board dashboard against finance. Three, Tariq and I look at the overnight loads together, so a late one gets spotted on the day.
- Tariq MahmoodI'm happy with all three. On the third, I'd like an alert if a load runs past the usual time, so I'm not the one noticing by accident.
- Marcus BellI can't promise a date for anything that needs engineering, Tariq, I'll be straight about that. But I'll ask support what can be set up from our side and come back to you this week.
- Tariq MahmoodThat's all I'd ask.
- Rebecca AinsworthOne more from me, if there's time. The helpline team wonder if they could use it live on a call, while the member is still talking. Is that sensible, or is it too slow?
- Marcus BellIt's sensible, and a few customers do it. The answers come back quickly enough for a search, and you'd want the helpline team to practise on a few simple questions first. Shall we book half an hour with them?
- Rebecca AinsworthYes, let's. I'll pick two of the team who aren't shy.
- Tom AshdownHa, shy people are the ones who ask the best questions, mind. But go with the confident ones for a first go.
- Malcolm HebdenBefore we finish, may I confirm what you will each send? I would like it written down.
- Marcus BellOf course. I'll send the usage summary from today, the same charts, with the base noted on each so nothing's floating. I'll also set up the underwriting session and the helpline session with Rebecca, and ask support about the late-load alert for Tariq.
- Tom AshdownAnd I'll send Malcolm the order form clauses on service levels and the term, with the invoice alongside. Cheers for the reminder. I'm not always the tidiest with paperwork, so hold me to it.
- Rebecca AinsworthI'll write the member stories for Malcolm, and I'll have a word with the senior underwriter about joining the session.
- Tariq MahmoodAnd I'll keep checking the loads each morning for a few weeks, and tell Rebecca before I change any mapping if underwriting want their notes added. Nothing personal goes by email, as usual.
- Malcolm HebdenThank you all. That is a clear list. I am content with where things stand, and I will say as much to the board when it asks.
- Marcus BellLovely. Thanks, everyone. We'll talk again at the next review, and in between, shout if anything looks odd.
- Tom AshdownCheers all. Have a good evening, and Rebecca, enjoy the rest of the schools renewals.
- Rebecca AinsworthThanks, Tom. Speak soon, everybody.
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