Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 2 Aug 2024 16:30
Rebecca Ainsworth was upbeat: active users up, no stale connectors, one high priority ticket resolved. She wants underwriting and possibly complaints on B-Viz, and a one-page board summary. The renewal was only touched on lightly.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth was upbeat: active users up, no stale connectors, one high priority ticket resolved. She wants underwriting and possibly complaints on B-Viz, and a one-page board summary. The renewal was only touched on lightly.
What happened: Marcus Bell walked Rebecca through usage on the Growth plan with eighty licensed users. Active users were up by about a fifth on the previous quarter, questions asked were rising and spread across people, and all connectors were loading.
Customer view: Rebecca praised the pages and call summaries and told a story of a relationship manager helping a headteacher without making her repeat herself. Her gripes were search not joining renamed records, dashboards being harder than chat, and no what's-new summary on pages.
Commercial: Rebecca floated adding more people next year, probably the complaints team, and said she would raise it after the summer. She noted nothing could be agreed without the people above her. Marcus said she is nowhere near the eighty licences.
Watch: Underwriting is the lowest-use team, and only two people on the customer side look after admin. The agreement runs to 16 Jan 2026, and Marcus deliberately kept the renewal out of the discussion.
Themes
As at Fri 9 Oct 2026Theme
Healthy adoption, expansion ideas
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to send a sync-status note with screenshots and the written action list this week.
- Marcus Bell to offer session dates for the week Rebecca is back, covering dashboards for claims and an admin walk-through.
- Marcus Bell to draft the anonymised case note and a one-page usage summary for Rebecca.
Risks
As at Fri 9 Oct 2026- Underwriting is the lowest-use team and could drift without engagement.
- Only two admins on the customer side, so a departure or holiday would leave a gap.
Opportunities
As at Fri 9 Oct 2026- The complaints team is a likely next team, which could add users within the Growth plan.
- A board-ready usage page and a case note could build the value case ahead of renewal.
Transcript
Marcus BellHello Rebecca, can you hear me alright?
Rebecca AinsworthI can, yes. Can you hear me? I've got the headset on today, the laptop fan has been going like a jet engine all afternoon.- Marcus BellLoud and clear. Afternoon, and thanks for making time on a Friday. I know half four is when everybody starts looking at the door.
- Rebecca AinsworthHa, no, it's fine. Actually it's been a good week, so I'm in a decent mood. Can I tell you something first? It's the sort of thing that reminds me why we bought the thing in the first place.
- Marcus BellPlease do.
- Rebecca AinsworthSo, a village primary school, member of ours for years. The headteacher rang on Tuesday because the boiler room had flooded over the summer break and she wasn't sure what she was covered for. Before, the person on the helpline would have had to open three screens and put her on hold. This time Priya's team, sorry, one of the relationship managers, had the policy, the open claim and the last two calls in front of her in one go.
- Marcus BellThat's exactly the thing. She didn't have to explain it all again.
- Rebecca AinsworthRight, let's not make them tell us twice. That's what I keep saying to the team. And the headteacher actually said thank you for knowing where we were up to. Which is not what you normally get on a flooded boiler room.
- Marcus BellNo, I bet not. That's lovely to hear. Okay, so what I wanted to do today is quite simple. I'll share my screen in a second and just walk through the numbers I've pulled for the last few months, then I'd like to hear what's working and what's annoying you, and then we can pick a couple of things for the next quarter. Does that sound all right?
- Rebecca AinsworthThat sounds fine. Go on.
- Marcus BellRight. Bear with me. Can you see it? It should be the usage summary for Kelbrook.
- Rebecca AinsworthI can see a chart, yes. It's a bit small. Oh, that's better, you've zoomed.
- Marcus BellGood. So, headline first. You've got eighty licensed users on the Growth plan, and the number actually logging in and doing something in a typical week is creeping up. Compared with the previous quarter, active users are up by about a fifth. Sitting at somewhere around seventeen or eighteen on an average day.
- Rebecca AinsworthOut of eighty.
- Marcus BellOut of eighty, yes. I'm not going to pretend that's the whole book. But the direction is right, and a day's average understates it, because people dip in and out. If I look at who has used it at least once in the month, it's a good deal higher.
- Rebecca AinsworthIs that the whole picture, though? Because I know it's the relationship managers doing most of it. I'm not sure underwriting have properly picked it up.
- Marcus BellThat's fair, and no, it isn't the whole picture. Let me show you the split by team. Member services is where most of the questions come from. Claims is next. Underwriting is there, but it's a handful of people, and most of those questions come from one or two of them.
- Rebecca AinsworthMm. That's what I thought.
- Marcus BellWhich isn't a criticism. When we scoped this, the idea was the three teams looking at each member's policies, claims and calls together. Member services got there first because you pushed it. Claims followed because they could see the benefit on live cases. Underwriting tends to be slower because their habits are built around their own system.
- Rebecca AinsworthThey are very attached to their spreadsheets. I say that with love.
- Marcus BellEverybody is, honestly. Okay, so questions asked. This is the one I care about most. It's gone up month on month for a while now, and if I put this July next to where you were when we went live, it's comfortably more. And it's spread across a decent number of people, which is good. There's no single person asking half of them.
- Rebecca AinsworthGood, because that was my worry. I didn't want it to be me and two others.
- Marcus BellIt isn't. You're up there, I'll be honest, but you're not alone.
- Rebecca AinsworthI'll take that.
- Marcus BellNow the other bit I pulled is records indexed, and connectors. All the connectors you started with are still configured and loading. Nothing's gone flat, nothing's gone stale. The nightly refresh has been landing before the start of the working day, as far as I can see.
- Rebecca AinsworthThat matches what the team say. Nobody has come to me saying the information was out of date, which is usually how I find out.
- Marcus BellGood. That's the one I watch, because if records stop growing, people don't complain, they just quietly stop trusting it. So it's reassuring that it's still moving.
- Rebecca AinsworthCan I ask about the ticket? I think there was one we raised. I wasn't sure whether it had been closed off.
- Marcus BellYes, the one. Let me bring it up. So, in the last month you've raised a single ticket and it was marked high priority. I've got it here. It was a problem with one of the views not showing the latest claim notes for a short while.
- Rebecca AinsworthThat's the one. A claims handler noticed that a note she'd written that morning wasn't there in the afternoon.
- Marcus BellRight. And it was picked up inside the time we commit to on Growth for something that urgent, and it's resolved. It was a sync that had paused and then restarted. I'm not going to promise anything on the engineering side beyond what's in the ticket, but it hasn't come back since, and I've checked.
- Rebecca AinsworthOkay. I just wanted to be sure I wasn't leaving something hanging. She was a bit anxious about it.
- Marcus BellTotally understandable. If she wants, I'm happy to jump on a call with her and show her where the sync status lives, so she can see for herself whether it's current. It's a two minute thing.
- Rebecca AinsworthI think she'd like that. What does she see, though? If it's behind, does it say so?
- Marcus BellIt does. There's a last refreshed stamp on each source. I'll show you now, actually, because it's easy to miss. If I open the connectors page, and then click on the claims one, you can see the time it last loaded.
- Rebecca AinsworthOh, I never knew that was there. That's helpful. I'd have used that on Tuesday with the headteacher.
- Marcus BellI'll put it in a short note for the team, with a screenshot. Easier than me explaining it down the phone.
- Rebecca AinsworthPlease. Anything with a screenshot, they'll read. Anything longer than a paragraph, no.
- Marcus BellHa. Noted. Okay, so that's the numbers. Everything's pointing the right way and you're up to date on invoices, nothing outstanding on our side, which is nice and boring. Now I'd like to hear from you. What's working, what's not?
- Rebecca AinsworthWorking, mostly the preparation. Before a renewal meeting with a member, the relationship manager can read a page about them in a couple of minutes. The policies, the claims history, what they said the last time they rang us. It's changed the tone of those meetings. They start from the facts rather than from, so, remind me what's happened this year?
- Marcus BellThat's the pages feature doing its job.
- Rebecca AinsworthYes, the pages. And I'll say the call summaries are a big part of it. When a member has rung twice about the same thing, you can see that straight away. It makes us look like we're listening, because we are.
- Marcus BellThat's good. And what's annoying you?
- Rebecca AinsworthHmm. Search, sometimes. If a church has been renamed, or merged with the parish next door, you get two records and it doesn't join them up. A relationship manager searched for the old name last week and thought we'd lost the history.
- Marcus BellRight, that's a data thing rather than a B-Viz thing, I think, but it surfaces in B-Viz, so it lands on you. I'd want to look at how the two records are held in your policy system before I say more. Can you send me the name of one example? Not the member's details, just what it's called.
- Rebecca AinsworthI can do that. I'll ask the relationship manager. She'll know exactly which one.
- Marcus BellGreat. I'll have a look, and I'll tell you honestly whether it's something we can tidy up or whether it needs fixing at source. I won't promise a date until I've seen it.
- Rebecca AinsworthThat's all I'm asking.
- Marcus BellOkay. Anything else on that side?
- Rebecca AinsworthThe dashboards. We've built a couple, but I think people find them harder than chat. They'd rather just ask a question.
- Marcus BellThat's pretty typical, actually. Dashboards are there for the things you want to look at every week, like claims by region or the open items per handler. Chat is better for the one-off. Having both is fine. Though if you'd like, we could do a short session on building one properly with whoever owns the reporting. I can run it myself.
- Rebecca AinsworthI'd say yes to that. Probably claims first. They'd get the most from it.
- Marcus BellClaims first, then. And while we're on it, underwriting. Would a walk-through for them help? I could show them a few questions that save time, using their own examples.
- Rebecca AinsworthI'd have to ask their lead. I don't want to volunteer them. But if I put it as a lunch-and-learn, short, no pressure, I think that goes down better.
- Marcus BellLunch and learn works. I'll write a short outline you can forward on, and if they say no, no harm done.
- Rebecca AinsworthPerfect. Honestly, if they'd see what the relationship managers see about a member before they price the next year, I think it would change a few conversations.
- Marcus BellThat's the pitch, I think. Okay. Let me put that in writing so we don't lose it. One: sync status screenshot note for your team. Two: you send me the renamed church example. Three: a dashboard session for claims. Four: an outline for underwriting. Anything I've missed?
- Rebecca AinsworthCan you also say something to the claims handler about the ticket? Just that it's sorted.
- Marcus BellYes. Five. I'll do that this afternoon, actually, before I forget.
- Rebecca AinsworthThank you.
- Marcus BellNow, a slightly bigger picture bit, if you've got the time. We're about seven months into the first year of the two-year term. Your agreement runs to 16 Jan 2026, so there's a long way to go, and I'm not here to talk about that. But I like to ask early what you'd want to be true by then.
- Rebecca AinsworthYes, I appreciate that. Honestly, I'd want underwriting using it as much as member services. And I'd want to be able to say to our board that members get a better experience because of it. Not in a vague way, with an example or two.
- Marcus BellWhich is why the stories matter, like the boiler room one. Would you be happy if I wrote that one up, anonymised, as a short case note for our own records? It helps me show the value internally, and it might help you when someone asks what the money's for.
- Rebecca AinsworthAnonymised, yes. No names, nothing that identifies the school. Let me check with my comms colleague first, just so I'm not stepping on anything.
- Marcus BellOf course. I'll draft it and send it to you, and nothing goes anywhere until you've said so.
- Rebecca AinsworthThat works. And on the board point, I'd like something I can show them each quarter. The usage chart you've got there, but with the questions asked, who's asking, and a line or two about what it's meant.
- Marcus BellI can do that. On Growth you've got the quarterly review anyway, so I'll build it so it's a page you can lift straight into a board pack. Let me know what format they like. Slides, a document, whatever.
- Rebecca AinsworthA single page. They're kind people, but they've got a lot of paper.
- Marcus BellA single page it is.
- Rebecca AinsworthCan I ask something slightly different? Next year, I think we might want more people on it. Not sure how many. Maybe the complaints team, maybe the finance side who handle premiums. Would that be a problem, with the eighty?
- Marcus BellNot at the moment. You're nowhere near the eighty, so there's plenty of room. If you did get close, we'd talk then, and I'd bring in Tom, because anything on the commercial side is his. I wouldn't want to get ahead of myself.
- Rebecca AinsworthFine. I'm only thinking out loud. I wouldn't agree anything anyway without running it past the people above me.
- Marcus BellUnderstood, and that's exactly right. For now, it's just something to keep in mind. Which team would you most likely go to first?
- Rebecca AinsworthComplaints, probably. When a member complains, the first thing we need to know is what's already happened to them. It's the same principle. If they've rung three times and had a claim delayed, you want to know before you reply.
- Marcus BellYes, absolutely. That's a natural next team. And the data's already there, because it's the same calls and the same claims. It would mostly be about getting them trained and comfortable.
- Rebecca AinsworthThat's what I thought. I'll keep it in my back pocket and raise it after the summer, when everyone's back.
- Marcus BellPerfect. Let me know when, and I'll make sure the session fits.
- Rebecca AinsworthRight. Is there anything from your side? Anything you're worried about?
- Marcus BellHonestly, not much. The one thing I'd flag is just keeping underwriting engaged, because they're the team with the lowest use, and it's easier to bring people in now than later. And I'd like to make sure that more than one person on your side knows how to look after the admin side, in case of holidays or anyone moving on.
- Rebecca AinsworthFair. At the moment it's me and one other person. I'll have a think about a third.
- Marcus BellThat would be sensible. I can do a short admin session when we do the dashboards one. Same call, saves a diary slot.
- Rebecca AinsworthGood idea. Let's do that.
- Marcus BellOkay. Dates. Are you around much in August?
- Rebecca AinsworthI'm off for the middle of it, a week and a bit. Back after that. So either next week or the one after I'm back.
- Marcus BellThen let's aim for the week you're back. I'll send a couple of options on Monday and you pick whichever fits. If it's the end of the month, that's fine.
- Rebecca AinsworthLovely. Can you copy in the claims lead so it lands in their diary properly?
- Marcus BellYes, if you send me their email, or you can forward the invite. Either's fine.
- Rebecca AinsworthI'll forward it. Easier.
- Marcus BellPerfect. Now, before I forget, one more thing from the usage side. Questions in the evening and early morning have gone up a little, which probably means people are using it at home or on the early shift. It isn't a problem, I just mention it because it suggests people are reaching for it, not being made to.
- Rebecca AinsworthI love that. Though I'd rather they weren't working in the evenings.
- Marcus BellHa, yes, fair. I'll leave that one with you.
- Rebecca AinsworthI'll tell them to go home.
- Marcus BellRight. So, is there anything else on your mind? Anything about the product itself, something you've seen elsewhere that you wish we did?
- Rebecca AinsworthOne thing. When a relationship manager reads a page about a member, I'd like it to say clearly what's changed since they last looked. Just a few lines at the top. Right now they have to work it out.
- Marcus BellA what's-new summary at the top of the page.
- Rebecca AinsworthExactly. Since the last call, since the last claim, that sort of thing.
- Marcus BellThat's a good ask. I'll pass it to the product team as a request from you. I can't tell you whether or when it'll happen, I don't want to promise that, but I'll make sure they hear it properly, with the example you've just given.
- Rebecca AinsworthThat's all I can ask. Thank you.
- Marcus BellIn the meantime, you can already ask chat something like, what has changed for this member since the first of the month, and it does a reasonable job. Let me show you. I'll pick a test record. Here, I've typed it in. And there. It's not perfect, but it's a start.
- Rebecca AinsworthOh, that's actually quite good. It's picked out the new claim and the call. Is that something I can just tell the team to do?
- Marcus BellYes. I'll add the exact wording to the note with the screenshots, so they can copy and paste it. Then it becomes habit.
- Rebecca AinsworthBrilliant. That'll go down well. They like a phrase they can steal.
- Marcus BellEveryone does. Okay, I think that's most of what I wanted. Let me read back what I've got, and you tell me if I've got anything wrong.
- Rebecca AinsworthGo on.
- Marcus BellFrom me: a note on sync status and a few good questions to ask, with screenshots. A word with the claims handler about the ticket. A look at the renamed church example once you've sent it. A draft anonymised case note for you to check with comms. A one-page usage summary in a format your board can use. And options for a session in the week you're back, covering dashboards for claims and an admin walk-through, with an outline for underwriting after that.
- Rebecca AinsworthAnd from me, the example, forwarding the invite to the claims lead, thinking about a third admin, and having a word with underwriting about a lunch and learn.
- Marcus BellThat's it exactly. Do you want me to write that up as an email so you've got it in front of you?
- Rebecca AinsworthPlease. I'll forget half of it by Monday otherwise.
- Marcus BellI'll do it before I log off. Bullet points, so it's quick to read.
- Rebecca AinsworthYou and your bullet points.
- Marcus BellGuilty. Right, is there anything else? I've got you for a few more minutes if you need them.
- Rebecca AinsworthI don't think so. Actually, one small thing. The headteacher said something I keep thinking about. She said it felt like we remembered her. That's the whole job, isn't it? I want to make sure that's what the relationship managers feel too, that it's helping them, not watching them.
- Marcus BellI think that's the right way to put it, and it's worth saying out loud to the team. It's there to make them better prepared, not to check up on them. If you want, I can say that in the session as well, so it comes from outside as well as from you.
- Rebecca AinsworthI'd welcome that. It sometimes lands better from someone who isn't their boss.
- Marcus BellHappy to. Okay. And for what it's worth, Rebecca, you've done a lot to get this embedded. The numbers show it. It isn't down to the tool alone.
- Rebecca AinsworthThat's kind. It's the team, really. I just keep nagging them.
- Marcus BellNagging works. Right, I'll let you go and enjoy what's left of your Friday.
- Rebecca AinsworthI've got one more meeting and then I'm done. Then it's the garden, if the rain holds off.
- Marcus BellSounds good. I'm Manchester, so I make no promises about the rain.
- Rebecca AinsworthHa. We're not much better here in Leeds, are we?
- Marcus BellNot really, no. Okay, so the email will be with you shortly, the options for the session on Monday, and I'll keep you posted on the church example once I've seen it.
- Rebecca AinsworthLovely. And thank you for the numbers. It's good to see them written down rather than just feeling it's going well.
- Marcus BellThat's what I'm here for. Thanks for your time, and for the boiler room story. It made my afternoon.
- Rebecca AinsworthMine too. Right, have a good weekend, Marcus.
- Marcus BellYou too, Rebecca. Speak soon. Bye for now.
- Rebecca AinsworthBye, bye.
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