Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 10 Feb 2025 12:30
Marcus Bell and Rebecca Ainsworth reviewed Growth usage, about seventeen daily active users, slightly down. Rebecca described the value as preparation time saved and asked about connecting survey documents.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell and Rebecca Ainsworth reviewed Growth usage, about seventeen daily active users, slightly down. Rebecca described the value as preparation time saved and asked about connecting survey documents.
What happened: Marcus reviewed usage by team. Member services leads, underwriting dips in and claims is thinnest. Rebecca put the dip down to leave and a weather-damage claims backlog.
Customer view: Rebecca said the value is preparation: one question gives relationship managers the whole story. She had no support complaints and nothing was overdue.
Commercial: Marcus confirmed £56k on the order form matches what has been invoiced, with the term ending 16 Jan 2026. Rebecca said she does not agree terms and would bring someone more senior in nearer the time.
Opportunity: The underwriting lead wants survey PDFs on a shared drive connected. Marcus will check this against Growth and refer anything beyond the plan to Tom Ashdown.
Themes
As at Fri 9 Oct 2026Theme
Growth usage and value
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- Marcus sends slots for a claims team session and drafts a standard briefing question.
- The underwriting lead emails Marcus about where the survey documents live and roughly how many there are.
- Marcus pulls question counts by team and by person for the next check-in.
Risks
As at Fri 9 Oct 2026- Daily active use is slightly down and claims is the thinnest team.
- Rebecca suspects most questions come from her and two others.
- Rebecca cannot agree terms, so the renewal decision sits with someone not yet on the calls.
Opportunities
As at Fri 9 Oct 2026- The underwriting lead wants survey documents connected, which may or may not fit within the Growth connector allowance.
- A short claims team session and a shared briefing question could widen use.
Transcript
Marcus BellHello Rebecca, can you hear me alright?
Rebecca AinsworthI can, yes. Good afternoon, Marcus. You're a bit quiet, though. Let me turn you up. Is that any better?- Marcus BellMuch better, thanks. Afternoon. Sorry, I'm just getting my screen sorted, give me a second. It always wants to share the wrong window.
- Rebecca AinsworthNo rush at all. While you do that, can I tell you something from Friday? It's the reason I keep banging the drum for all this. One of our relationship managers rang a church treasurer about the renewal on their buildings cover. The treasurer was bracing for the usual round of questions. Instead our colleague already knew about a small claim from last spring, and the two times they'd called the helpline since. And the treasurer said, and I wrote it down, that it was nice not to have to explain it all again.
- Marcus BellThat's lovely to hear. That's exactly what it's meant to do.
- Rebecca AinsworthLet's not make them tell us twice. That's the whole thing, really. They're members, they own the place, and they shouldn't have to repeat themselves.
- Marcus BellRight. Okay, can you see my screen now? It should be the usage summary for Kelbrook.
- Rebecca AinsworthI can see a spreadsheet. Is that the one?
- Marcus BellThat's the wrong tab. Hang on. Sorry. There. That's better.
- Rebecca AinsworthYes, that's got charts on it. Much friendlier.
- Marcus BellSo what I want to cover today is fairly simple. First, I've pulled the numbers for the last few months so we can look at how your teams are using it. Second, anything that's bugging you or that you'd like changed. And third, a quick word on where we are in the term, just so nothing sneaks up on either of us. Does that work for you?
- Rebecca AinsworthThat sounds fine. I've got a bit of a list of my own, so we'll see how we get on.
- Marcus BellPerfect. Happy to go through yours as we go. So, starting with people. You're licensed for eighty users on Growth, and across the last month the average number of people active on a given day is around seventeen. That's a touch down on the quarter before.
- Rebecca AinsworthMm. A touch down. Is that a worry?
- Marcus BellNot on its own. I wouldn't read too much into it. It's a daily average, so it moves with holidays and whoever's off. But I did want to flag it, because I'd rather talk about it than have you find it in a report later.
- Rebecca AinsworthNo, that's fair. I think I know what some of it is, actually. We've had a couple of people on leave, and the claims team has been flat out with the weather damage from before Christmas. They've had their heads down in the claims system and I suspect they've not been coming up for air.
- Marcus BellThat makes sense. Is it mostly member services using it day to day, then?
- Rebecca AinsworthMostly, yes. My lot are in it all the time, because it's how they prepare for renewal conversations. Underwriting dip in and out. They like the policy side, but they're not asking it a lot of questions. Claims is the one I'd like to see more from.
- Marcus BellYeah. That matches what I'm seeing. Let me show you the split by team. Bear with me, it takes a moment to load.
- Rebecca AinsworthTake your time.
- Marcus BellThere we go. So you can see member services is the big block, underwriting is a smaller one, and claims is the thinnest of the three. It's quite a clear shape.
- Rebecca AinsworthIs that the whole picture, though? Because I know some of my team share a login screen on the big monitors in the corner, and one person asks things on behalf of three or four others. I wouldn't want that to look like low use when it's really a group of them.
- Marcus BellGood point, and no, it isn't necessarily the whole picture. The numbers count named users, so anyone working over someone's shoulder won't show up. I'd gently say though that it's worth everyone having their own login, partly so you get the credit and partly so the answers can be tied to the right person.
- Rebecca AinsworthRight. Fair enough. We're licensed for eighty, so it's not as though we're short of seats. I'll tell them to use their own.
- Marcus BellExactly. Plenty of room. And I'd say that's a good position to be in. There's no pressure on seats, so if claims wanted to bring more people on, there's nothing to buy and nothing to change.
- Rebecca AinsworthThat's useful to know. I did wonder whether I'd have to go cap in hand to someone.
- Marcus BellNo, not at all. Okay, so on the claims side. What do you think is holding them back? Is it that they don't know what to ask, or that they don't trust it, or they just haven't had time?
- Rebecca AinsworthI think it's a mixture. Time, mainly. But there's also a bit of, well, claims people are careful. They like to see where a thing came from. If it says a policy has a certain excess, they want to know which document that came from before they'll say it to a member.
- Marcus BellWhich is the right instinct, to be honest.
- Rebecca AinsworthIt is. And I'd never want to tell them to trust it blindly. I'm very careful about that, actually. I never want anyone promising a member a claims outcome off the back of a chat answer.
- Marcus BellAgreed. The answers do link back to the source, so they can click through to the policy wording or the call or the note. Shall I show you how that looks? It might be worth you showing the claims team.
- Rebecca AinsworthYes please. That would help.
- Marcus BellOkay. I'll ask it something. Let me pick a made-up example so we're not looking at a real member. I'll ask it for the history on a school with a recent water damage claim.
- Rebecca AinsworthMm-hm.
- Marcus BellSo you can see the answer on the left, and then these little references underneath. If I click this one, it opens the claim note. And this one's the call from the helpline. So the person reading it can see exactly where each statement comes from.
- Rebecca AinsworthThat's good. That's the bit I'd want them to see. What does the member see, though? I mean if our person reads it out. They're not reading out a link, obviously.
- Marcus BellNo, no. The member never sees any of this. It's for your people to prepare. They'd read it, check the source if they want, and then pick up the phone knowing the story.
- Rebecca AinsworthGood. Because that's the line I always hold. It's there so we know them, not so we can quote a screen at them.
- Marcus BellUnderstood. Would it be useful if I ran a short session for the claims team? Half an hour, nothing fancy, just showing them how to ask it a question and check the source. I'm happy to jump on a call with them.
- Rebecca AinsworthI think that would go down well. If I can pick a time when they're not drowning. Maybe in a couple of weeks, once the backlog is down a bit.
- Marcus BellThat's fine. You tell me when and I'll make it work. I'll send you a couple of suggested slots after this.
- Rebecca AinsworthLovely.
- Marcus BellOkay, so, next thing. Data. Your sources are loading each night and I've not seen anything odd. No failed syncs that I can see, and nothing's been raised with support from your side in the last month. So I'm taking that as a good sign, but is there anything you've noticed that I wouldn't see from here?
- Rebecca AinsworthNot really, no. It's been quiet. Which for us is the best kind of quiet. The only thing is, and it's probably nothing, someone in my team said they thought a member's address change took a day or two to show up.
- Marcus BellRight. That could just be the nightly refresh. It runs overnight and should be done by seven in the morning on business days, so a change made in the afternoon wouldn't appear until the next morning.
- Rebecca AinsworthAh. So not a fault, just the timing.
- Marcus BellProbably. But if it happens again and it was longer than that, do tell me, with the member's reference if you can, and I'll get someone to look. I don't want to say it's definitely fine when I haven't seen it.
- Rebecca AinsworthThat's fair. I'll ask them to make a note if it happens again.
- Marcus BellThanks. Okay, let me move on. Dashboards. Have your team looked at the dashboards builder at all? It's part of Growth, so you've got it.
- Rebecca AinsworthI know it's there. One of our analysts had a play with it before Christmas. I think she built something showing renewals coming up by month, so the relationship managers could plan their diaries.
- Marcus BellOh, that's a good use. Is it still being used?
- Rebecca AinsworthI believe so. I look at it myself on a Monday morning. Is that something you can see?
- Marcus BellI can see that dashboards have been viewed. I can't see the content. But views are steady, so someone's looking at it, and that'll be you and a few others, I expect.
- Rebecca AinsworthHa. Probably me and three others.
- Marcus BellWell, it's worth sharing it around. If underwriting could see the same view, they'd know what's coming through the door a few weeks ahead.
- Rebecca AinsworthThat's a thought. I'll ask her whether she'd mind showing them. She's quite shy about it. She thinks it's not finished.
- Marcus BellThey never think it's finished. Tell her it's good enough to be useful, which is the main thing.
- Rebecca AinsworthI will.
- Marcus BellRight. Now, can I ask a bigger question? When you think about what you got when you signed up, back in January of last year, what's the one thing you'd say B-Viz has changed for your team?
- Rebecca AinsworthOh, that's a good one. Let me think. Honestly? Preparation. The time it takes to get ready for a renewal conversation used to be dreadful. People would have four or five screens open, a spreadsheet, and a pile of notes, and they'd still miss things. Now they ask one question and they have the lot. It's not that they do the calls any faster. They just walk in knowing.
- Marcus BellThat's really helpful to hear. Would you mind if I wrote that down? I'd like to keep it with the account so it's on record what the value is for you.
- Rebecca AinsworthOf course. Put it down. Though I'd say the members would put it better than I would. They say they feel looked after.
- Marcus BellThat's the best measure there is. Okay.
- Rebecca AinsworthCan I ask you something while we're on value? When my board asks me what we get for the money, I want to be able to say something sensible. What would you suggest I tell them?
- Marcus BellGood question. I'd say, keep it simple. You're on Growth at fifty-five thousand eight hundred pounds a year, on a two-year term that started in January last year. What it buys you is one view of each member across policies, claims and calls, for three teams. And then back it with a real example, like your church treasurer. Stories land better than charts.
- Rebecca AinsworthThe church treasurer. Yes. I'll use her. And fifty-five eight is the figure on the order form, is that right? I'd hate to quote the wrong one.
- Marcus BellThat's right. £55,800 on the order form, and it matches what's been invoiced, so no surprises there.
- Rebecca AinsworthGood. And nothing outstanding on our side? I'd hate to think finance has missed something.
- Marcus BellNothing overdue at all. You're all up to date.
- Rebecca AinsworthBrilliant. They'll be pleased.
- Marcus BellNow, on the term. Just so it's clear. The contract runs to 16 Jan 2026, and renewal falls on 17 Jan 2026. That's a fair way off, so nothing needs deciding now. But I'd like us to keep these check-ins going so that by the time we get close, we both know how it's gone.
- Rebecca AinsworthUnderstood. And I'll say this plainly: I'm not the one who agrees terms. That would go upstairs, so I'd want to bring them in nearer the time. But from my side, I'd like to carry on.
- Marcus BellThat's absolutely fine. I'm not asking you for anything now. And if there are questions on commercial things, that's Tom Ashdown, your account owner. I'll always point you to him rather than muddle through it myself.
- Rebecca AinsworthTom, yes. I remember him from the start. He was very patient with us.
- Marcus BellHe is. I'll tell him you said so.
- Rebecca AinsworthHa, please do.
- Marcus BellSo, what's on your list? You said you'd got a few things.
- Rebecca AinsworthYes. Three, I think. One is the claims training we've just talked about, so that's done. Two, we're thinking about our member letters, and whether it could help draft a summary of each member's history for the relationship managers to take into a meeting. Is that something it does?
- Marcus BellIt can summarise, yes. You can ask it for a short summary of a member's policies, claims and recent calls, and it will pull that together. What it won't do is write something for the member to read. I'd keep it as a briefing for your own people.
- Rebecca AinsworthThat's exactly what I meant. A briefing for us, not a letter to them.
- Marcus BellGood. I can set up a standard question your team can reuse, so everyone's briefing looks the same. Would that help?
- Rebecca AinsworthIt would, very much. Consistent is good. Otherwise everyone asks it differently and gets different shapes of answer.
- Marcus BellRight. I'll draft one and send it over for you to tweak. You know what your people need better than I do.
- Rebecca AinsworthLovely. And the third thing. It's a bit of a wish, really. Our underwriting lead was asking whether we can connect anything else. Some of the data about the buildings, surveys and that sort of thing, which sits in a separate place.
- Marcus BellOkay. That's a question about connectors. I need to be careful here, because I don't want to promise something before I've checked it. What's the system, roughly? Is it a database, or a shared drive, or something more specialised?
- Rebecca AinsworthI think it's mostly documents on a shared drive. PDFs of survey reports. I'd need to ask him to be sure.
- Marcus BellRight. If they're on a shared drive such as SharePoint, that's usually straightforward. If it's something more unusual, it takes more looking at. Could you ask him to send me a line on where they live and roughly how many documents? I'll check it against what Growth includes and come back to you.
- Rebecca AinsworthI will. I'll get him to email you directly.
- Marcus BellPerfect. And I'll be straight with you: if it needs something beyond what's in the plan, that's a conversation with Tom, not me. But I'd like to know first whether it's even a big job.
- Rebecca AinsworthThat's all I'd ask. Just so we know where we stand.
- Marcus BellGood. Anything else on your list?
- Rebecca AinsworthI don't think so. Oh, actually, one small thing. A new starter in my team asked how to get an account. Who do they ask? I wasn't sure whether to go through you.
- Marcus BellYou've got admins on your side who can add people, so it should be quicker to go through them. If you're not sure who that is, tell me and I'll check who's down as an admin. Actually, let me look now.
- Rebecca AinsworthThank you.
- Marcus BellRight, I can see two admins. You're one of them, and one other. So you could add them yourself if you wanted.
- Rebecca AinsworthOh, that's me. Of course it is. I'd forgotten. I'll sort it this afternoon.
- Marcus BellNo problem at all. Though it does make me think, it's worth having at least two admins, which you do. If one of you moved on, you'd still have someone.
- Rebecca AinsworthYes, that's sensible. I'm not planning to go anywhere, mind.
- Marcus BellGlad to hear it.
- Rebecca AinsworthCan I ask about something else on usage? You said the numbers were a touch down. What would you want to see over the next few months? Is there a number I should be aiming for?
- Marcus BellI wouldn't put a target on it. I'd rather look at the direction. If claims come on board after the training, I'd expect the average to nudge back up. And I'd like to see more questions being asked, because that's the best sign people are getting something out of it. I'll pull the question counts for next time, split by team.
- Rebecca AinsworthThat would be useful. And by person, if you can? I'd like to know if it's all coming from a few people.
- Marcus BellGood thinking. I'll include that. If one person is asking most of the questions, that's worth knowing, because what happens when they're off? So yes, I'll show you the spread.
- Rebecca AinsworthI suspect it's me and two others, if I'm honest.
- Marcus BellHa. Well, we'll see. It might surprise you.
- Rebecca AinsworthIt might. Not sure it will.
- Marcus BellOkay. Is there anything about the service itself you'd like to raise? Support, response times, how I'm doing as your contact?
- Rebecca AinsworthNo complaints, truly. We haven't needed support lately, and when we did, someone got back to us quickly. And you're responsive. I'd only say, send me things in writing afterwards, because I'll forget what we agreed.
- Marcus BellI will. I'll send a note today with the actions.
- Rebecca AinsworthThank you.
- Marcus BellSo, let me read them back. One, I'll send you some slots for a short session with the claims team. Two, I'll draft a standard briefing question for the relationship managers. Three, your underwriting lead will email me about the survey documents, and I'll check what's possible. Four, I'll pull the question counts by team and by person for our next check-in. Have I missed anything?
- Rebecca AinsworthI think that's the lot. And mine: tell the team to use their own logins, add the new starter, and ask our analyst to show underwriting her dashboard.
- Marcus BellThat's the lot. Good. Quite a productive half hour, really.
- Rebecca AinsworthIt is. Though we've got a bit of time left. Was there anything else you wanted to cover?
- Marcus BellOnly one more thing, and it's a gentle one. When we get nearer the end of the term, I'd like to sit down properly, you, me and Tom, and look at how the two years have gone. Not a sales conversation. Just a look at what's worked and what hasn't. Would you be open to that?
- Rebecca AinsworthI would. I'd want to bring someone more senior in at some point, as I said. But as a first step, yes. Let's do that.
- Marcus BellGreat. I'll put something in the diary for later in the year, and we'll keep checking in between.
- Rebecca AinsworthSounds good. I'm glad we did this, actually. It's easy to let it drift when everything's quiet.
- Marcus BellThat's exactly why I like doing them when everything's quiet. Easier to talk about the good news.
- Rebecca AinsworthHa, yes. Let's not wait for a crisis.
- Marcus BellRight. Anything else from you before we finish?
- Rebecca AinsworthNo, I think we've covered it. Oh, wait. Will you send me that church treasurer style example, the one you did on screen with the made-up school? I'd like to show the claims team.
- Marcus BellOf course. I'll save a screenshot of the answer with the sources showing, and attach it to my note. It's a made-up school, so it's safe to share around.
- Rebecca AinsworthPerfect. That's all I need.
- Marcus BellOkay then. Thanks, Rebecca. I'll get that note over this afternoon, and I'll speak to you in a few weeks about the claims session.
- Rebecca AinsworthThanks, Marcus. Kind regards to everyone at your end, and say hello to Tom for me.
- Marcus BellWill do. Cheers, bye for now.
- Rebecca AinsworthBye bye.
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