Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 2 Apr 2025 14:15
Check-in on 2 Apr 2025. Rebecca Ainsworth is enthusiastic and usage is rising, but claims uses B-Viz unevenly, her board asked what the term delivered, and finance has informally asked about premiums data.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 2 Apr 2025. Rebecca Ainsworth is enthusiastic and usage is rising, but claims uses B-Viz unevenly, her board asked what the term delivered, and finance has informally asked about premiums data.
What happened: Marcus Bell reported eighteen or nineteen daily active users of eighty licensed, up by something like a quarter on the previous quarter. Four tickets in the month, none urgent, one about a late overnight refresh fixed the same day.
Customer view: Rebecca shared two member stories and said claims only use it when she is beside them. A board member asked what the term delivered, and she wants a proper answer.
Commercial: She described herself as the champion, not the signature, so sign-off sits elsewhere. Finance asked whether premiums can be seen, which touches the Growth connector limit; Rebecca thinks five are connected, unconfirmed.
Watch: The term runs to 16 Jan 2026. The evidence does not show whether the sessions or the value summary happened.
Themes
As at Fri 9 Oct 2026Theme
Adoption and value story
Importance
renewal
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 dates for a claims session and an underwriting dashboards session.
- Marcus to confirm the connector count by email and draft the usage and value summary well ahead of January.
- Marcus to tell Tom Ashdown about the call and flag the finance data interest.
Risks
As at Fri 9 Oct 2026- Claims handlers use B-Viz only with prompting and could revert to old systems.
- A board member asked what the term delivered and the champion could only give a half answer.
- The champion does not sign off contracts, so the decision-maker is not yet engaged.
Opportunities
As at Fri 9 Oct 2026- Finance has informally asked about premiums data, which would need a new connector under the Growth limit.
- Claims and underwriting training sessions could deepen use within the existing licences.
Transcript
Marcus BellHello Rebecca, can you hear me all right?
Rebecca AinsworthI can, yes. Good afternoon, Marcus. Sorry, I'm just getting the camera to behave. There we go.- Marcus BellNo problem at all. Afternoon. Did you get through the morning in one piece?
- Rebecca AinsworthJust about. Can I tell you something first, because it's been on my mind all week? One of our relationship managers had a renewal meeting on Monday with a small church in a village outside Leeds. Lovely people. The hall roof had been leaking for a year and they'd been in touch with us about it twice, once by phone and once by email.
- Marcus BellRight, and she had all that in front of her?
- Rebecca AinsworthShe did. Before she even sat down she'd asked B-Viz for the policy, the open claim and the last call, and she walked in and said, I understand the roof has been a worry. The treasurer nearly fell off his chair. He said, nobody has ever just known that before. Let's not make them tell us twice, that's the whole point, isn't it?
- Marcus BellThat's exactly the sort of thing I like to hear. Thanks for sharing that. It's a lot better than a usage chart.
- Rebecca AinsworthWell, I hope you've got a usage chart as well.
- Marcus BellI have, yes. I've pulled the numbers. Let me share my screen, hang on. Can you see it? It should say Kelbrook at the top.
- Rebecca AinsworthYes, I can see it. A bit small, but yes.
- Marcus BellI'll make it bigger. Better? So what I wanted to cover today is three things. How people are using it, the tickets you've raised with us this month, and then what you'd like from us over the next few months. Does that work?
- Rebecca AinsworthThat works. Go on.
- Marcus BellOkay. You've got 80 licensed users on Growth. On an average day we're seeing roughly eighteen or nineteen of them active over the last month. That's a good step up on the previous quarter, up by something like a quarter again, which is the biggest jump I've seen on any of the accounts I look after.
- Rebecca AinsworthMm. Only eighteen or nineteen out of eighty, though. Is that good or is that me being greedy?
- Marcus BellIt's a fair question. I'd say it's a daily average, so a lot more people than that will dip in across a week. And the trend matters more than the level. It was lower, it's rising, and it's not a few people hammering it. It's spread across more of the team.
- Rebecca AinsworthIs that the whole picture, though? Who's actually asking the questions? Because I know I ask a lot of them.
- Marcus BellYou do, you're still near the top. But if I scroll down here, you can see underwriting has come up a lot. Two of the underwriters are in the top few. Member services is the biggest group, as you'd expect. Claims is the quiet one.
- Rebecca AinsworthYeah. That doesn't surprise me. Claims is the team I worry about.
- Marcus BellWhy's that, do you think?
- Rebecca AinsworthThey're very careful people. They've got their own systems and their own way of doing things, and they've been burnt before by tools that promised to join everything up. So they use it when I'm standing next to them and go back to the old way when I'm not.
- Marcus BellThat's useful to know. Because what I can see is that when claims handlers do use it, they're mostly asking about the member's call history, the sort of thing where they want the context before ringing someone back. So it's the same value your relationship managers are getting. They just haven't made it a habit.
- Rebecca AinsworthRight. So what would help? I don't want to just send an email telling them to use it.
- Marcus BellNo, that never works. Happy to jump on a call with them, a short training session, built on their own cases. Not a general tour. We'd pick three or four real situations, a member who rang twice about the same claim, that sort of thing, and show how you'd ask for it.
- Rebecca AinsworthI like that. If it's their own cases they'll see themselves in it. Could it be a team meeting slot? They've got one on Thursday mornings.
- Marcus BellI'd have to check my diary, I'm in Manchester most of the week, but it's a video session so it's easy enough. Shall we book half an hour and see how it goes? I can always do a second one.
- Rebecca AinsworthLet's do that. I'll speak to the claims team leader first so she isn't ambushed.
- Marcus BellPerfect. That'll go better if she's on board.
- Rebecca AinsworthOh, she will be, she's lovely. She's just protective of her people.
- Marcus BellFair enough. Okay, let me move on to the tickets. You've raised four in the last month. None of them urgent, none flagged high priority, and nothing is sitting open and unanswered. Two were how-to questions, one was about a connector refresh being a bit slow one morning, and one was a request about permissions on a page.
- Rebecca AinsworthThe slow one was me, I think. I was cross, I'm afraid. I came in and the overnight data hadn't landed yet.
- Marcus BellYes, I saw that. It was sorted the same day. The overnight refresh should be finished by seven on business days, and that morning it ran late. I'd rather you did raise things like that. It's how we spot a problem before it turns into a pattern.
- Rebecca AinsworthI will. I just don't want to be that customer.
- Marcus BellYou're not. Honestly, four tickets from a team that's growing its use is what I'd expect. It's the accounts that go quiet that I'd look at twice.
- Rebecca AinsworthWell, we're not quiet. You've seen the dashboards?
- Marcus BellI was coming to that. I can see you've built a few. Is that your team or somebody in underwriting?
- Rebecca AinsworthMostly mine, but one of the underwriters built one on her own last month, for the schools portfolio. I didn't even know until she showed me. Which was a nice surprise, actually.
- Marcus BellThat's a good sign, that someone's doing it without being asked. It means they trust the data enough to build on it. The dashboards builder is part of Growth, so that's exactly what it's there for.
- Rebecca AinsworthShe'd probably like a bit of a hand, to be honest. She said it took her a while to get the filters right.
- Marcus BellLet me note that down. I could fold a dashboards walkthrough into the same slot as the claims session, or do a separate one for underwriting. What would you prefer?
- Rebecca AinsworthSeparate, I think. Claims will want to talk about members and underwriting will want to talk about portfolios. Different conversations.
- Marcus BellSensible. So two short sessions. I'll send some dates once I've looked at the diary.
- Rebecca AinsworthThank you. Now, can I ask you something a bit different?
- Marcus BellOf course.
- Rebecca AinsworthWe signed up on the two-year term, and I know it feels like ages away, but somebody on our board asked me last week what we'd actually got for it. I gave a half answer. I'd like a proper one by the time it comes round.
- Marcus BellThat's very sensible to ask now. So you've been with us since 17 Jan 2024, and the term runs to 16 Jan 2026. Plenty of time, but you're right to want the story ready, rather than scrambling for it in the final few weeks.
- Rebecca AinsworthWhat would the story look like? I don't want a glossy brochure.
- Marcus BellNo, nothing like that. I'd put together a plain summary. How usage has moved quarter by quarter, the questions people are asking, which teams, a couple of examples like your church roof. And I'd want you to tell me what changed in the work. Fewer repeat calls, shorter prep time, anything like that. Even rough.
- Rebecca AinsworthI can do rough. Prep time for renewal meetings has dropped a lot. The managers used to spend an hour pulling things together from three places. Now it's minutes.
- Marcus BellThat's the sort of line a board understands. Could you ask a couple of the managers to put a number on it, in their own words? I'd rather it came from them than from me.
- Rebecca AinsworthI can do that. I'll ask them informally, so it isn't a survey.
- Marcus BellPerfect. And on the commercial side, I'll be honest, that's Tom's area. Tom Ashdown, your account owner. I look after how it's being used, he looks after terms. I'll make sure he knows we've spoken, and he'll come to you nearer the time.
- Rebecca AinsworthThat's fine. I wouldn't agree anything anyway without the person who signs these things off here. I'm the champion, not the signature.
- Marcus BellUnderstood. And that's fine. The more they see in advance, the easier that conversation is.
- Rebecca AinsworthRight. Can I ask about growing it, though? Not now, just in principle. If the claims team does come on board, and perhaps another team after that, are we going to hit a ceiling?
- Marcus BellNot on users. You've got 80 licensed and you're nowhere near that on a daily basis, so there's plenty of headroom. The other limit is connectors. How many sources have you got connected at the moment?
- Rebecca AinsworthThe policy system, the claims system, the call recorder and the email. Oh, and the helpdesk. So five, I think? I'd have to check.
- Marcus BellI'll check on my side and confirm. Growth has a ceiling on connectors, and I'd want to be sure you know where you stand before anybody asks you for a new one. If you did want, say, finance data brought in, we'd talk it through. Nothing for you to worry about today.
- Rebecca AinsworthFinance has asked, funnily enough. Not formally. One of them said, can you see premiums in there?
- Marcus BellHa, there you go. That's what I mean by deeper roots. When other teams start asking, it usually means the value has become visible. I'll flag it to Tom as something to explore, no pressure on your side.
- Rebecca AinsworthGood. Just not before I've sorted claims. One thing at a time.
- Marcus BellAgreed. Claims first. Is there anything on the quality side you want to raise? Answers that were wrong, things that felt off?
- Rebecca AinsworthA couple of times it didn't find a call that I knew had happened. But I think that was the recorder, they'd not uploaded it. Not your problem.
- Marcus BellCould still be worth a look. If you send me the member and the rough day, I'll check whether it ever arrived on our side. If it did, we've got something to fix. If it didn't, at least we know.
- Rebecca AinsworthI'll find the details and send them over. I think it was one of the helpline calls.
- Marcus BellBrilliant. Thank you. And I can't promise when or how anything would get changed if it's a bug, I'd have to ask the engineers, but I'll tell you what I find out as soon as I know.
- Rebecca AinsworthThat's all I'd ask.
- Marcus BellOkay. Let me stop sharing for a second. Right. Anything else on your mind, before we agree who does what?
- Rebecca AinsworthOne more story, if you've got a minute. A member rang the helpline last week, quite upset, a charity running a youth centre. Whoever picked up the phone, one of the newer people, asked B-Viz what had happened on their policy. And she could see that the last two conversations had been about a quote that had been delayed. So she opened by apologising for that.
- Marcus BellWhich is a very different call from the one she'd have had otherwise.
- Rebecca AinsworthCompletely different. The member ended up thanking her. That's what I mean when I say, what does the member see? They see somebody who knows them.
- Marcus BellThat's gold for the summary, actually. Would you be happy for me to use that in the write-up for your board? Without naming the charity, obviously.
- Rebecca AinsworthYes, as long as nobody could identify them. Keep it general.
- Marcus BellOf course. So, to recap. I'll send you dates for two short sessions, one with claims built around their own cases and one on dashboards for underwriting. I'll check the connector count and confirm it by email. I'll look into the missing helpline call if you send me the details. And I'll draft the summary of usage and value for you to review, well ahead of January, and let Tom know we've talked.
- Rebecca AinsworthAnd I'll speak to the claims team leader, ask the managers about prep time in their own words, and send you that call detail. Have I got that right?
- Marcus BellThat's it exactly. No rush on yours. Whenever you've got a spare minute.
- Rebecca AinsworthThanks, Marcus. This was useful. I always feel better after we've spoken, which is more than I can say for most vendors.
- Marcus BellHa, thank you. That's kind. Speak soon, then. Enjoy the rest of your afternoon.
- Rebecca AinsworthYou too. Kind regards to everyone at your end. Bye for now.
- Marcus BellBye, Rebecca. Thanks.
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