Kelbrook Mutual Insurance / BG-Demo – Check In
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Kelbrook Mutual Insurance · 3 Jul 2025 15:45
Rebecca Ainsworth praised B-Viz for member service but daily use is low against eighty Growth seats, underwriting is barely using it, and she cannot agree terms. Renewal talk is deferred to after the summer.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth praised B-Viz for member service but daily use is low against eighty Growth seats, underwriting is barely using it, and she cannot agree terms. Renewal talk is deferred to after the summer.
What happened: Marcus Bell reviewed usage, four tickets and the renewal on 3 Jul 2025. Rebecca opened with a story of a relationship manager calming a school caller using the member page.
Customer view: She accepts underwriting has slipped and agreed a short session on their own cases. She admits she asks a lot of the questions herself, so key-person risk is real.
Commercial: The Growth order form is £56k a year, matched by invoices and nothing overdue. Rebecca cannot talk terms and wants to speak to Tom nearer the time, perhaps September.
Watch: The one high priority ticket was a late overnight refresh. Support met the Growth response time, but stale data is what her team remembers. The finance connector is parked until after the autumn.
Themes
As at Fri 9 Oct 2026Theme
Underwriting adoption, renewal groundwork
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 to run the underwriting session once Rebecca introduces the head of underwriting.
- Marcus to send the freshness stamp note and the usage report straight after the call.
- Marcus to tell Tom that Rebecca wants to talk after the summer, ahead of the renewal.
Risks
As at Fri 9 Oct 2026- Daily active use is a small fraction of the eighty Growth seats, and underwriting is the thinnest user group.
- Rebecca and one team leader ask a large share of the questions, so the account depends on them.
- A late overnight refresh left one team working from stale notes and left a sour memory.
Opportunities
As at Fri 9 Oct 2026- A thirty minute underwriting session on their own cases could widen use across teams.
- A dashboards builder walkthrough for claims, included in Growth, would show value in open claims by type.
- The parked finance connector for premiums is a later expansion of connectors within the Growth allowance.
Transcript
Marcus BellHello Rebecca, can you hear me all right?
Rebecca AinsworthI can, yes. Hello Marcus. Sorry, I've got you a bit quiet, let me turn this up. Is that better, can you hear me?- Marcus BellLoud and clear. Good afternoon. Thanks for making time, I know Thursdays are a bit mad for you.
- Rebecca AinsworthThey are, but it's fine, this is one I wanted to keep. Can I start with something from this week? Because it's the reason I keep fighting for this thing.
- Marcus BellPlease, go on.
- Rebecca AinsworthSo a primary school rang on Tuesday. Their business manager, lovely woman, she was in a state because there'd been a leak in the roof over the hall, and she thought she'd missed a renewal date for the building cover. One of our relationship managers took the call, and before she'd even finished her sentence he had the policy open, the earlier claim from a couple of years back, and the note from the last call we had with her. He said, you're fine, you renewed in the spring, and I can see we spoke about the flat roof section then. She actually went quiet and then said thank you for remembering.
- Marcus BellThat's exactly what it's meant to do. Did he find all that through the chat, or was it on the member page?
- Rebecca AinsworthThe member page mostly. He does a quick question in chat if he's not sure. But the point is she didn't have to tell us twice. That's all I care about, really. What does the member see? And what she saw was someone who knew her.
- Marcus BellLove that. Right, I'll share my screen now and tell you what I'd like to cover, if that's okay. Can you see it?
- Rebecca AinsworthYes, I've got your usage page. A bit small, but I can read it.
- Marcus BellI'll zoom in. So, three things. First, I've pulled the numbers on usage since the last check-in. Second, the tickets you've raised with us over the last month. Third, I'd like to talk about the other teams, underwriting and claims, and how they're getting on. And then right at the end, a word about the renewal, nothing heavy, just so it's not a surprise to anyone. Does that work?
- Rebecca AinsworthThat's fine. Shall I say now that I can't talk terms? Anything like that has to go through the person who signs things off on our side. I'm happy to listen, but I'll not agree anything.
- Marcus BellOf course, and honestly I wouldn't be the one to talk terms anyway. That's Tom's side. I just want to make sure you've got the picture before he gets in touch.
- Rebecca AinsworthGood. Go on then, usage.
- Marcus BellSo you've got eighty seats on the Growth licence. Over the last thirty days, the average number of people actually active on a given day is about seventeen and a half. That's up a touch on the previous quarter, a few percent, so a gentle climb rather than a jump.
- Rebecca AinsworthSeventeen and a half out of eighty. Mm. That's not many, is it? I'd have said we had more than that using it.
- Marcus BellIt's an average of daily active, so it's lower than the number of people who've logged in at some point in the month. If I switch to the monthly view, you'll see a lot more names. But I'd be straight with you, there is room. Plenty of seats that haven't been picked up as part of someone's daily routine yet.
- Rebecca AinsworthIs that the whole picture, though? Because member services use it constantly. My team is in it all day. So if the average is that low, someone else must be barely touching it.
- Marcus BellRight, that's what I wanted to show you. Let me scroll down. This is questions asked, by team. Member services is the big block, by a long way. Then there's a smaller group in claims, and underwriting is the thinnest slice.
- Rebecca AinsworthYeah. That doesn't surprise me, I'm afraid. Underwriting has been snowed under. It's the busy stretch for schools, and for churches too, a lot of them come up around the same time. I don't think they've had a minute.
- Marcus BellThat makes sense. And I'm not saying it as a criticism, I think it's just where the habit hasn't formed. When we set this up, the idea was that the three teams see the same member together. Policy, claims, calls, all in one place. If underwriting isn't looking, then you've got two thirds of the idea working and one third waiting.
- Rebecca AinsworthI know. It's something I said at the start, that we'd bring them along. I think I let it slide when things got busy. Let's not pretend otherwise.
- Marcus BellNo, no, it's very normal. Most people are in the same place at this stage. What I'd suggest, and tell me if it's daft, is I run a short session just for underwriting. Not a big training day. Thirty minutes, on their own cases, looking at what they'd actually want to ask.
- Rebecca AinsworthOn their own cases. Yes. That's the bit that works, isn't it? When they see their own members. Last time we did a general session it was all a bit abstract and I could see people glazing over.
- Marcus BellExactly. So if you can introduce me to whoever leads that team, I can set it up. I'd want to ask them in advance for a couple of real examples. Say, a renewal where they wished they'd had the claims history to hand.
- Rebecca AinsworthI can do that. The head of underwriting is quite protective of their time, so I'll have a word first and then copy you in. Probably next week, once the worst of this week's volume has gone.
- Marcus BellPerfect. No rush on my side. Right, can I show you the records indexed? Because that's the other thing I look at, to check the data's staying fresh.
- Rebecca AinsworthGo on.
- Marcus BellSo this line here is how much material B-Viz has pulled in from your systems. You can see it's rising steadily, policies, claims notes, call recordings and emails. No flat patches, which is what I'd worry about. A flat line for weeks would mean a source had stopped loading.
- Rebecca AinsworthAnd that's good, then.
- Marcus BellThat's good. Everything's loading. Which brings me neatly onto tickets, because you've had four in the last month.
- Rebecca AinsworthFour. Right. I knew about one of them, I think the others were my team and I didn't see them. What were they?
- Marcus BellLet me open the list. So, two were how-to questions, people wanting to filter the member page a certain way. One was about a sync that ran later than expected. And one was marked high priority.
- Rebecca AinsworthThat'll be the one I know about. That was the morning where the overnight refresh hadn't finished and the team couldn't see the latest claims notes. My lot were quite cross.
- Marcus BellYes, I think that's it. I've looked at the timestamps and the support team came back to you inside what the Growth tier promises for that kind of ticket, and it was sorted the same day. But I'm not going to hide behind that. If your team couldn't see fresh data when they sat down, that's what they'll remember, not the response time.
- Rebecca AinsworthThat's fair, and I appreciate you saying it. To be honest, they were more annoyed than it deserved. It was one morning. I think what really stung was a relationship manager had a member on the phone and was working off yesterday's notes.
- Marcus BellUnderstood. And I can't promise it'll never happen, that wouldn't be honest. What I can do is make sure you've got a quick way to check when the last refresh was, so your team knows before they pick up the phone.
- Rebecca AinsworthIs there one? I didn't know there was.
- Marcus BellThere's a freshness stamp on each page, up in the corner. Let me show you. There, see that? Last updated. It's a bit easy to miss. I'll put a note together for your team on where to look.
- Rebecca AinsworthOh, that's useful. I've never noticed that. Yes please, a short note. Not a manual. Two or three lines I can put on the team channel.
- Marcus BellHappy to. Two or three lines, I'll send it after the call. Now, the other bits. How's everyone finding the tool day to day? I mean the people on your team, not just you.
- Rebecca AinsworthMostly good. The newer people like it, because they don't have to learn where everything lives. The ones who've been here a long time, they like it too, but they still keep their own notes in a little notebook. I'm not going to take that away from them.
- Marcus BellHa, no. Quite right. A few of my own customers do the same thing.
- Rebecca AinsworthWhat I do notice is, when there's a difficult call, a bereavement or a church that's had a fire, they go to it first now. Before, they'd be flicking between three screens while the member waited. Now they have it all before they say hello.
- Marcus BellThat's the best kind of feedback, honestly. Could I ask one thing about that? When those calls happen, who's usually the one asking the questions in the tool? Is it spread around or is it a couple of people?
- Rebecca AinsworthHmm. I'd say it's spread, but now you ask, I do a lot of it myself. And one of my team leaders. Is that a problem?
- Marcus BellNot a problem, just something to keep an eye on. In the numbers, you and one other person account for a good share of the questions. It's common in a champion-led rollout. The thing I'd gently flag is that if either of you were away for a stretch, the activity would dip noticeably.
- Rebecca AinsworthRight. So I should get more people asking. Fair enough. I could make it part of the Monday huddle. Everyone brings one question they asked that week and what they found.
- Marcus BellI like that a lot. Cheap, no extra meeting, and people learn from each other's questions. If you do it, tell me how it goes and I'll see if it shows in the numbers.
- Rebecca AinsworthWill do. Oh, before I forget, can I ask about the dashboards? One of the claims people mentioned wanting a view of open claims by type for schools versus churches. Is that something we can build ourselves?
- Marcus BellYes, the dashboards builder is part of Growth, so it's already yours to use. It's one of the things that makes Growth different from the smaller tier. Want me to show you quickly how it's put together?
- Rebecca AinsworthNot now, we've not got long. But could you do a short walkthrough with the claims person? Maybe at the same time as the underwriting session, or just after.
- Marcus BellCourse. I'll offer them a slot in the same week. Thirty minutes, shall we say? I'll make it practical, they bring the view they want, we build it together.
- Rebecca AinsworthThat sounds right. I'll find out who wants it.
- Marcus BellBrilliant. Okay, let me flip to the account side for a minute. Nothing dramatic. You're on the Growth licence, and the contract was a two year term which started on 17 Jan 2024. It runs to 16 Jan 2026, with the renewal falling on 17 Jan 2026.
- Rebecca AinsworthAlready? It feels like we only just got going.
- Marcus BellI know, it does go quickly. We're a good six months out, so there's loads of time. I'm only mentioning it so you can start thinking about what you want out of the next stretch. The annual figure on the order form is £55,800, and that's matched by what's been invoiced, so everything's lining up on our side.
- Rebecca AinsworthAnd we've paid on time, I hope? Finance would tell me if there was a problem.
- Marcus BellNothing overdue at all. Clean as anything. So there's nothing to sort out on that front.
- Rebecca AinsworthGood. Because that's not something I want to be chasing. So what should I be doing between now and then?
- Marcus BellHonestly, the most useful thing is the stuff we've just talked about. Get underwriting using it, spread the questions around a bit more, and build the claims view. When it comes to the renewal conversation, you'll be able to point at what changed. I'd much rather you walked into that with your own story than have me tell you what it's worth.
- Rebecca AinsworthI like that. Because that's the question I'll get asked, won't I? What are we getting for it? And I'd rather say it was the school with the roof than quote a number off a chart.
- Marcus BellBoth help, to be fair. But the story sticks. If you can jot down a few of those over the summer, even just a line each, with the date, that would be gold for the review.
- Rebecca AinsworthI'll start a note. Actually, I'll ask the relationship managers to send me one each when something good happens. They'll groan, but they'll do it.
- Marcus BellHa. Bribe them with biscuits.
- Rebecca AinsworthAlready do. Right, anything else on your list?
- Marcus BellA couple of small things. Are there any systems you were planning to connect that haven't been done yet? I know at the start there was talk of bringing more in.
- Rebecca AinsworthThere was, yes. The finance side, for premiums. We said we'd do it later. I think that's still the idea but it's not urgent. Our finance team is in the middle of something else and I don't want to throw another project at them.
- Marcus BellUnderstood. I'll leave that with you, no pressure. You're well within the connectors you're allowed, so there's no cost angle to worry about when you do want it. It's a question of when your finance people have breathing space.
- Rebecca AinsworthGood to know. Maybe after the autumn. Can we put a pin in it?
- Marcus BellPinned. I'll mention it again nearer the review. Last thing from me: is there anything you're not happy with that we haven't covered? Even small stuff. I'd rather hear it now.
- Rebecca AinsworthHmm. Let me think. Search, sometimes. If I type a member's name with a slightly odd spelling, a double-barrelled one, say, it doesn't always find them first time. It's not terrible, just a bit irritating.
- Marcus BellThat's useful. Can you send me a couple of examples? Just the names as you typed them and who you expected to find. I'll pass it to the team who look after search. I can't promise a fix or a date, I'm afraid, but I'll make sure it's in front of the right people.
- Rebecca AinsworthOf course. I'll take out anything sensitive, obviously. Members' names and all that. I'll just give you the pattern.
- Marcus BellPerfect, the pattern is enough. Sorry, I'm conscious of time, it's nearly quarter past four. Is there anything else on your side before we wrap up?
- Rebecca AinsworthJust that I think you're doing a decent job of keeping in touch. Some suppliers you only hear from when it's invoice time. It's noticed.
- Marcus BellThat's kind, thank you. I'd rather be useful than a nuisance. Right, so, to recap what we've agreed, and tell me if I've got any of it wrong.
- Rebecca AinsworthGo on.
- Marcus BellOne. You'll speak to the head of underwriting and copy me in, and I'll run a thirty minute session on their own cases. Two. I'll offer the claims person a short dashboards session, so they can build the open claims view by type. Three. I'll send a few lines on where to see the last refresh time, which you can put on your team channel. Four. You'll try the Monday question idea to spread the usage around. Five. You'll send me the search examples, and I'll pass them on. And six, I'll send you the usage report I've been showing, so you've got it in writing.
- Rebecca AinsworthThat's it. Oh, and the stories. I'll start collecting those for the review. And can you tell Tom I'd like a chat nearer the time? Not now, September, perhaps. I'd like to get underwriting going first so I've got something to say.
- Marcus BellYes, I'll let him know. He'll be glad to hear from you. I'll say you'd rather talk after the summer, and that nothing's urgent.
- Rebecca AinsworthLovely. And he'll understand I've got to take it to the right person here before I say anything.
- Marcus BellCompletely. He knows how it works. Anything else, Rebecca?
- Rebecca AinsworthNo, I don't think so. Actually, one more. The school with the roof, I might ask if they'd be happy to say a few words about it. For us, not for you. Our newsletter to members. Do you mind if I mention it works well?
- Marcus BellHa, it's your newsletter. But thank you, that's nice. Just keep it about the school and the relationship manager, they're the stars.
- Rebecca AinsworthThat's the plan. Right, I'd better go, I've got a meeting about helpline cover for the holidays. Always a fun one.
- Marcus BellGood luck with that. Thanks again, I'll get the notes and the report over to you today, or first thing tomorrow at the latest.
- Rebecca AinsworthBrilliant. Thanks Marcus. Speak soon.
- Marcus BellSpeak soon, Rebecca. Enjoy the rest of your afternoon. Bye.
- Rebecca AinsworthBye, bye.
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