Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 4 Oct 2024 09:00
Marcus Bell's check-in with Rebecca Ainsworth: a strong member story, but active users sit in the high teens of eighty, claims barely use B-Viz, and finance has asked how the renewal works.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell's check-in with Rebecca Ainsworth: a strong member story, but active users sit in the high teens of eighty, claims barely use B-Viz, and finance has asked how the renewal works.
What happened: Rebecca opened with a relationship manager who used B-Viz to prepare a church renewal call. Marcus then showed usage: active users in the high teens against eighty licensed, rising slightly, with claims quiet.
Customer view: Rebecca accepts the gap and wants a claims session built on their own cases, led through the head of claims. She also wants source links made clearer.
Commercial: Finance asked her how the renewal works. Marcus quoted the order form at fifty-five thousand eight hundred pounds a year and promised written wording; the evidence does not show what followed.
Watch: Member services is being reorganised after the new year, which may change who needs training. Two tickets were quiet and answered within Growth expectations.
Themes
As at Fri 9 Oct 2026Theme
Adoption gap and renewal
Importance
renewal
Sentiment
mixed
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 the usage summary and a one page claims session outline.
- Marcus Bell to check the renewal wording and write to Rebecca, with Tom Ashdown on pricing.
- Rebecca Ainsworth to speak to the head of claims and the underwriting analyst.
Risks
As at Fri 9 Oct 2026- Active users are far below the eighty licensed, and claims barely use B-Viz.
- Finance is asking how the renewal works before any plan has been sent.
- A member services reorganisation after the new year may shift who uses B-Viz.
Opportunities
As at Fri 9 Oct 2026- A hands-on claims training session on their own cases could complete the single member view.
- Showing the underwriting analyst's renewal dashboard could win over relationship managers.
Transcript
Marcus BellMorning Rebecca. Can you hear me alright?
Rebecca AinsworthMorning Marcus, yes, loud and clear. Can you see me? I've got the camera on but the light's awful in this room.- Marcus BellYeah, I can see you fine. Bit of a moody silhouette, but fine. Grim weather up there?
- Rebecca AinsworthGrey and wet, very Leeds in October. Honestly I don't mind, it means nobody wants to go out at lunchtime and I get some work done.
- Marcus BellHa, fair. It's the same here in Manchester, so no surprise. Right, thanks for making time on a Friday. Shall I say what I'd like to cover, and then you can tell me what I've missed?
- Rebecca AinsworthPlease do. Actually, can I start with something from this week? It's relevant, I promise.
- Marcus BellGo for it. I'd rather hear it.
- Rebecca AinsworthSo we've got a member, a small parish church, the roof over the hall has been a worry for a while. One of our relationship managers rang them on Tuesday ahead of their renewal. And before she even dialled she'd pulled up the whole picture in B-Viz. The earlier claim for the gutters, the call the treasurer made in the spring, the survey the member had sent in. She opened the conversation with, how's the hall roof doing after the repairs. And the treasurer said, oh, you actually know about that.
- Marcus BellThat's lovely to hear. That's exactly what it's meant to do.
- Rebecca AinsworthIt's the thing I keep saying to the team. Let's not make them tell us twice. Because they've told us once already, usually in a worse week than this one.
- Marcus BellYeah. Mm. Well, that's a good place to start, honestly. So what I wanted to do today is quite simple. I'll share my screen, I've pulled the numbers for the last few months, and we'll look at how people are using it, what the two support tickets were about, and where you might want more out of it. Then anything on your side. Is that alright?
- Rebecca AinsworthThat's perfect. Share away.
- Marcus BellRight, give me a second, I've got about four windows open and I never know which one it's going to grab. There. Can you see the usage summary?
- Rebecca AinsworthI can, yes. It's a bit small but I can read the headings.
- Marcus BellI'll zoom in. Better? Okay. So first thing, licences. You're on Growth, you've got eighty licensed users, and the thirty day average of people actually active is in the high teens. So you're using a fair bit less than you've paid for.
- Rebecca AinsworthRight. I did wonder about that. I'd have guessed we were a bit higher, if I'm honest.
- Marcus BellWell, the good news is the trend is the right way. It's up a little on the previous quarter, so it's not drifting down. It's just that most of your headroom is still unused. So I'm not going to talk to you about more seats. If anything it's the opposite conversation, which is how do we get more of the eighty in.
- Rebecca AinsworthOkay. That's refreshingly honest, thank you. Who is it, though? Who's in the high teens?
- Marcus BellThat's what I wanted to show you. Let me click through. So the bulk of it is member services. Your relationship managers and your helpline leads. Then a handful in underwriting. And then claims, which is, well, it's very quiet.
- Rebecca AinsworthYeah. That doesn't surprise me, sadly.
- Marcus BellCan I ask why? I don't want to assume.
- Rebecca AinsworthI think it's a few things. Claims are very process driven. They live in their own handling system day to day and they've got targets on cases closed. So anything that feels like an extra step, they'll skip. And I think a couple of them saw it early on as a member services tool. Which, to be fair, is how I sold it internally.
- Marcus BellMm. That's useful. And it matches what the numbers show. Because the questions people ask, the actual searches and chat questions, are mostly about a member's history, calls and policy detail. Very little about open claims.
- Rebecca AinsworthIs that the whole picture, though? Because I know a few of the relationship managers ask the questions on behalf of someone else. They'll ask it and then pass it on.
- Marcus BellGood point. Yes, it could be. The report only shows who typed the question, not who it was for. So claims might be getting value second hand and I just can't see it.
- Rebecca AinsworthWhich is not the same as them using it themselves.
- Marcus BellNo, not the same. And I'd rather they did, because the whole reason you bought it was so that member services, underwriting and claims all see one view of the member. Right now it's really two thirds of that.
- Rebecca AinsworthTwo thirds. Yes. That's fair, and a bit uncomfortable.
- Marcus BellNot meant to be. It's a good problem. The foundation's there. Okay, let me move to the data side so you've got the other half. Connectors. You've got them all loading, nothing's gone flat, the record counts have gone up steadily month on month. Nothing there worries me. The nightly refresh has been landing in good time.
- Rebecca AinsworthGood. That's the one I'd hear about quickly if it broke. The relationship managers notice straight away if a call from yesterday isn't there.
- Marcus BellExactly. And you haven't had that, which is why I wanted to look at the tickets. There were two in the last month. Neither high priority. One was a how-to, someone wanted to know how to filter by policy type in search. The other was about the call recorder connector. A sync looked late to one of your team, and it turned out to be just a timing thing on the morning. Both were answered inside what you'd expect on Growth.
- Rebecca AinsworthYes, I remember the filter one. It was one of the newer relationship managers. She was very apologetic about asking.
- Marcus BellOh, never apologise. That's what it's for. And honestly two tickets for the number of people you have is quiet. I'd read it as a good sign, not that nobody's bothered.
- Rebecca AinsworthI'd like to think so. Though I did tell the team to just raise things, so if it's quiet I hope it's because things are working.
- Marcus BellFrom what I can see, yes. Okay. Dashboards. This is a Growth feature, the dashboards builder, and I wanted to check whether anyone's using it. And, er, they are, a bit. Someone in underwriting built a couple. Do you know who that was?
- Rebecca AinsworthThat'll be the underwriting analyst. He's quite keen. He built a view of which of the church and school policies were coming up for renewal in the next quarter and what the claims history looked like against them.
- Marcus BellThat's a smart use of it. It's the sort of thing where, if it's useful to underwriting, it's probably useful to your relationship managers too. Are they looking at it?
- Rebecca AinsworthI don't think so. I don't think most of them know it exists. Which is my fault, I should have said something.
- Marcus BellNot your fault, it's mine as much as anyone's. That might be a quick win. Shall I note it down? We could show that dashboard in the next team session, and ask him to say a few words about how he built it.
- Rebecca AinsworthI like that. Peers showing peers works better than you or me telling them. Let me ask him, I think he'd be flattered.
- Marcus BellBrilliant. Right. Which brings me to what I'd actually like to suggest, and tell me if it's daft. A training session for claims. Properly for them, using their own cases rather than generic examples. Maybe an hour, maybe a bit less, hands on, and we'd build in the questions they'd really ask. Open claim, last contact, anything the member said on a call that the handler ought to know.
- Rebecca AinsworthIt's not daft. It's what I was about to ask you for, so you've saved me a sentence. But I do need to be careful about how it lands. Claims will be wary if it looks like member services telling them how to do their jobs.
- Marcus BellUnderstood. So how would you want to approach it?
- Rebecca AinsworthI'd talk to the head of claims first, and frame it as, what do your handlers keep having to ask members twice. If I start from their pain and not from the tool, I think she'll say yes. And ask for one or two people from her team to come along who are a bit more curious.
- Marcus BellThat sounds right. I'm happy to join that conversation if it helps, or just stay out of it, whichever is easier.
- Rebecca AinsworthLet me have a first chat on my own, then I'll come back to you. Probably next week.
- Marcus BellPerfect. No rush from my side. And I'll draft a simple outline you can forward to her, so she sees what it would involve before she commits.
- Rebecca AinsworthThat would help a lot. Keep it short though. She won't read more than a page.
- Marcus BellOne page. Got it.
- Rebecca AinsworthCan I raise something else while we're here? It's not a complaint. More a thing that's been niggling.
- Marcus BellOf course. Go on.
- Rebecca AinsworthWhen the relationship managers ask something and the answer comes back, they don't always know how much to trust it. Like, if the answer says the member called twice about the same issue, how do they check that? I'd like them to be able to see the source quickly. Because they're talking to someone about their church or their school, and they can't afford to be wrong.
- Marcus BellYeah, that's a fair concern. So the answers do link back to the underlying records, the call, the email, the policy entry, but I suspect not everyone's noticed. It's one of those things that's easy to miss on the page. Can I show you?
- Rebecca AinsworthPlease.
- Marcus BellHold on, let me find a good example. I'll ask it about a member in the demo set so I don't put anyone's real details on screen. Okay. So I ask, what did this member say on their last call. And here's the answer, and underneath, these references. If I click one, it opens the recording summary at the right point.
- Rebecca AinsworthOh. Yes. I've seen those little links but I thought they were something else. They look like footnotes.
- Marcus BellThey sort of are footnotes. That's a good bit of feedback actually, I'll pass that on, that they're not obvious enough. I can't promise anything about when or whether the page changes. That's for the product team. But I'll make sure they hear it from you.
- Rebecca AinsworthThat's fine. Even just showing the team in the session would sort most of it. If they know to look for them.
- Marcus BellThen we'll make that part of the claims session as well, and the relationship managers. Source checking, two minutes, very practical.
- Rebecca AinsworthGood. What does the member see, at the end of it? That's all I care about. If the person on the phone sounds sure and is right, that's everything.
- Marcus BellAgreed. Right, I'll stop sharing so I can see your face. Thank you for that. Was there anything on your side you wanted to get through before we talk about next steps?
- Rebecca AinsworthA couple of things. One's just a heads-up. We've got some changes coming in how member services is organised after the new year. Nothing dramatic, a couple of teams being rearranged. I don't think it changes who uses B-Viz, but it might change who I'd ask you to train.
- Marcus BellOkay, thanks for telling me. Is it worth us waiting until it settles before we plan the session? Or would you rather do it now?
- Rebecca AinsworthI'd do it now. The claims bit is separate from that. And if anything it helps to have the habits in before people move around.
- Marcus BellMakes sense. I'll plan on that basis. And the other thing?
- Rebecca AinsworthThe contract. I know it's a long way off, we signed in January and it's a two year term. But somebody on our finance side asked me last week how the renewal works, whether it's automatic or whether we have to do something. And I didn't have a good answer.
- Marcus BellFair question, and there's no pressure on it at all. You're on the order form at fifty-five thousand eight hundred pounds a year, that's what's contracted and it matches what's been invoiced. The term runs until January 2026. Nothing needs to happen now.
- Rebecca AinsworthOkay. So nothing's automatic that we should be worried about.
- Marcus BellI'd rather not paraphrase the terms from memory, so let me check the wording and send it to you in writing. What I can tell you is that it's my job to get in touch well before the end with a proper notice and a conversation, together with Tom Ashdown, who looks after the commercial side of your account. So you won't be caught out.
- Rebecca AinsworthThat's reassuring. And to be clear, I'm not the one who'd agree any terms anyway. That would go through my colleagues. I just want to be able to tell finance that there's a plan.
- Marcus BellTotally. I'll write it up so you can forward it as is. And I don't do pricing, that's Tom's side, so if finance has questions on that, they can come through him.
- Rebecca AinsworthGood. Thank you. I think that's it from me, actually.
- Marcus BellRight. Let me read back what I've got, so we're both on the same page. One, I send you a short usage summary after this call, with the licence picture and the breakdown by team. Two, I draft a one page outline for the claims session and you take it to the head of claims. Three, I check the renewal wording and write to you about how it works. Four, I pass your feedback on the source links to the product team. And five, we ask the underwriting analyst to show his dashboard. Anything missing?
- Rebecca AinsworthThat's all of it. I'd add, I'll talk to the analyst and the head of claims, and come back to you next week with how they've responded.
- Marcus BellPerfect. And then maybe we book thirty minutes in a couple of weeks to look at where the claims session stands? Whatever's easiest.
- Rebecca AinsworthYes, send me something for the week after next and I'll hold the time.
- Marcus BellWill do. Thanks Rebecca. And thanks for the roof story, it's a nice one to take away.
- Rebecca AinsworthI'll tell you how it ends. Have a good weekend Marcus.
- Marcus BellYou too. Speak soon, bye.
- Rebecca AinsworthBye now.
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