Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 7 Aug 2025 09:15
Rebecca Ainsworth is relaxed about usage and tickets, wants claims brought in, and is gathering a value story before the renewal on 17 Jan 2026. She cannot sign alone and wants terms in writing.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth is relaxed about usage and tickets, wants claims brought in, and is gathering a value story before the renewal on 17 Jan 2026. She cannot sign alone and wants terms in writing.
What happened: Marcus Bell covered usage, two tickets and the January contract date. Rebecca raised an underwriter's passing comment that data looked a day behind.
Customer view: She was happy with ticket handling and said she would rather grow into the eighty licences than cut. She said stories come first but others will want numbers such as call time.
Commercial: The order form and invoices agree at £56k a year, with nothing outstanding. Marcus left terms to Tom, and Rebecca asked for them in writing.
Watch: Claims remain the quietest team and the stale-data report is unverified. Marcus promised to check the refresh against the example.
Themes
As at Fri 9 Oct 2026Theme
Renewal preparation and adoption
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- Rebecca to get the underwriter's stale-data detail to Marcus, who will check the refresh against it.
- Marcus to email a short note for the claims lead and pull together the two-year usage story.
- Tom to contact Rebecca well ahead of January with renewal terms in writing.
Risks
As at Fri 9 Oct 2026- Rebecca cannot agree terms alone, and the signing colleague has not been engaged.
- Claims remain wary and quiet, which leaves the eighty-licence size open to question.
- An unconfirmed report that underwriting data looked a day behind could harm trust in freshness.
Opportunities
As at Fri 9 Oct 2026- A thirty minute claims session on their own cases could fill more of the Growth licences.
- Several new relationship managers starting in the autumn can be added within the eighty.
- A two-year usage story with team quotes could make the value case for the renewal.
Transcript
Marcus BellMorning Rebecca, can you hear me alright?
Rebecca AinsworthI can, morning Marcus. Sorry, give me a second, my camera's picked the wrong device again. There. Can you see me?- Marcus BellI can, yeah. And the sound's fine. No rush, grab your coffee if you need to.
- Rebecca AinsworthAlready got one. Can I tell you something quick before we start? We had a parish treasurer ring the helpline on Tuesday, about a roof that had been repaired twice. And the relationship manager had the policy, the earlier claim and the last call all on one screen before she'd finished giving her name. The treasurer said, oh, you already know. And I thought, well, that's the whole point, isn't it? Let's not make them tell us twice.
- Marcus BellThat's a good one to start on. That's exactly what it was set up for.
- Rebecca AinsworthIt is. Anyway, sorry, go on, you've got a plan I can tell.
- Marcus BellYeah, I'll share my screen in a second. Basically I want to cover three things today. First, I've pulled the numbers on how your teams are using B-Viz over the last quarter. Second, a quick look at the two tickets you raised last month. And third, I want to talk a bit about January, because the contract comes up and I'd rather we plan for it early than have it land on us. Is that okay?
- Rebecca AinsworthThat's fine. January already, goodness. Yes, go ahead.
- Marcus BellRight, can you see the usage page? Just say if it's too small.
- Rebecca AinsworthI can see it. It's a bit small but I can read the headings. Carry on.
- Marcus BellI'll zoom in. So, you've got eighty licensed users on the Growth plan. Over the last thirty days, the average number of people actually active on any given day is around seventeen. That's up a little on the quarter before, a few percent, so it's moving the right way. Nothing dramatic, but steady.
- Rebecca AinsworthSeventeen out of eighty. Hmm. Is that low? I never quite know what good looks like.
- Marcus BellIt's a fair question. Not everyone with a licence logs in daily, and that's normal, people dip in when a member comes up. But it does tell us there's room. I'd want to understand who the seventeen are, and who the rest are, and whether the rest have simply not been shown how it helps them.
- Rebecca AinsworthRight. So who are the seventeen? I'd guess it's mostly my lot.
- Marcus BellMostly, yes. Member services is the biggest group by some way, the relationship managers and the helpline team. Then a smaller group in underwriting. And claims is the quietest of the three, which I wanted to ask you about.
- Rebecca AinsworthYeah. That doesn't surprise me, to be honest. Claims have always been a bit wary. They've got their own system they've lived in for years, and they worry about anything that looks like it's second-guessing them. Which it isn't, but you know.
- Marcus BellMm. And that's fair, they're careful for good reasons. Is it a trust thing, or is it more that they haven't had time to try it?
- Rebecca AinsworthA bit of both. Mainly time. The team lead there is lovely but she's run off her feet, and every time I suggest a session she says, after the busy period. And then there's always another busy period.
- Marcus BellRight, I know that one. What if we did something small? Not a big training day. Thirty minutes with her and maybe two of her people, on their own cases. Show them a claim with the member's policy and earlier calls beside it, and let them judge whether it saves them time.
- Rebecca AinsworthI like that. Thirty minutes I could sell. A big day I couldn't. What would you need from me?
- Marcus BellJust an introduction, really, and a rough idea of a week that's quieter for them. I can do the rest. I'll put something in an email after this so you can forward it.
- Rebecca AinsworthPerfect. Please do. Make it sound like it's not extra work for them.
- Marcus BellWill do. Plain and short. Right, next bit on the screen. This is the questions asked over the quarter. Again, steady. And the spread of who's asking is healthier than it was, it's not just two or three people any more. I did check that, because it's the thing I worry about, one person doing most of the asking.
- Rebecca AinsworthIs that because of the new starters? We had a few join the helpline team in the spring.
- Marcus BellI think that's part of it, yes. They came in and were shown B-Viz as just how things are done, rather than as an extra thing. Which is the best way to learn it. Whoever ran their induction did a good job.
- Rebecca AinsworthThat was me and one of the team leaders, actually. We did it on a real member's file, with the details changed. Seemed to land.
- Marcus BellWell, it shows in the numbers. Honestly, I'd keep doing exactly that.
- Rebecca AinsworthGood. Right. Is that the whole picture, though? Because I know you said usage is one thing, but what about the data itself? Is it up to date? Someone in underwriting said last week that something looked a day behind.
- Marcus BellOkay, that's useful to know. Do you remember which view they were in, or what looked behind?
- Rebecca AinsworthNo, I'm sorry. It was a passing comment in a corridor, well, in a chat message. I can ask them to send you the detail.
- Marcus BellThat'd help, thanks. What I can tell you from here is that the nightly refresh has been completing and the amount of data indexed has been growing, so nothing looks stuck from where I'm sitting. But it's worth me checking against their example, because they'd see it before I would.
- Rebecca AinsworthOkay. I'll get them to send it today or tomorrow. I don't want it to become one of those things that sits.
- Marcus BellAgreed. Which brings me to the tickets. There were two last month. One of them was marked high priority. I've looked at both, but I wanted to ask you directly: were you happy with how they were handled?
- Rebecca AinsworthI think so. The high priority one was mine, I flagged it because we had a member meeting coming up and I didn't want to walk in without it. The reply was quick and the person was polite. I didn't have to chase, which is more than I can say for some suppliers.
- Marcus BellGood, that's what I hoped to hear. And the other one?
- Rebecca AinsworthThat was one of the team asking how to do something. Not a fault, just a how-do-I. They got an answer, they were fine.
- Marcus BellRight. Two tickets in a month for a team your size is quiet, and I'd read that as a good sign, as long as people aren't just putting up with things. Which is why I ask.
- Rebecca AinsworthNo, they'd say. My team are not shy. Believe me.
- Marcus BellI do, I've met them. Okay. So, January. Can I walk you through where we are?
- Rebecca AinsworthPlease. I know it's a two-year term, I just lose track of the dates.
- Marcus BellYes. You joined on 17 Jan 2024, on Growth, for two years. The contract runs to 16 Jan 2026, and the renewal date is 17 Jan 2026. The order form and our invoices agree, so the annual figure on both is £55,800. I checked, and there's nothing outstanding on the invoices, you're all paid up.
- Rebecca AinsworthGood. Finance would've told me otherwise very loudly. And that's the same figure as we're paying now, yes?
- Marcus BellThat's what's on the order form and what's been invoiced, yes. As for what happens at renewal, that's something I'd rather Tom takes you through. He looks after the commercial side of your account, and I don't want to guess at terms and get it wrong. I'll make sure he gets in touch well ahead.
- Rebecca AinsworthThat's fine. Tom's been good. To be clear, whatever he comes back with, I can't agree anything on my own. It'd need to go to the person who signs these off with me. I'd just be the one saying what it's been worth to us.
- Marcus BellCompletely understood. And that's actually what I wanted to ask. When it gets to that conversation, what would you say it's been worth? Not for me, for whoever you're taking it to. What would you want in front of them?
- Rebecca AinsworthHmm. That's a good question and I don't have a tidy answer. Honestly it's the stories. The parish treasurer on Tuesday. The relationship managers going into renewal meetings with schools and knowing the history. But I know stories aren't going to be enough for everybody. They'll want something with numbers.
- Marcus BellYeah. Stories first, and then something to back them up. What sort of numbers would the people above you care about?
- Rebecca AinsworthTime, I suppose. How long a member call takes now compared with before. And whether the relationship managers are getting through more renewal meetings prepared. Whether members are having to repeat themselves. That one's harder to count.
- Marcus BellIt is. I can't measure the repeating, but I can show how often your people ask B-Viz before a member meeting, and how that's grown over the two years. That's a decent stand-in. And you could gather a few before-and-after examples from the team, short ones, in their own words.
- Rebecca AinsworthI could do that. I could ask the helpline leads for a couple of lines each. They'd be honest.
- Marcus BellHonest is what you want. I'll pull the usage side together over the next few weeks and send it to you, so you've got it before anyone starts talking about the renewal.
- Rebecca AinsworthThat would really help. Thank you. I'd rather be the one raising it than have it sprung on us.
- Marcus BellSame. Can I ask about the eighty licences while we're on it? Not as a sales thing. I just want to be sure it's the right size for you.
- Rebecca AinsworthGo on.
- Marcus BellWell, with around seventeen people active on a normal day, there's a gap. Some of that is natural. But if claims and underwriting come on board more fully, it fills up, and then you'd be using what you're paying for. If they don't, it's worth us looking at whether eighty is right. Either way I'd like us to decide that with facts, not at the last minute.
- Rebecca AinsworthThat's sensible. I'd rather grow into it than cut it, to be honest. We bought it for member services, underwriting and claims to see the same picture. If claims aren't in, we've only done two thirds of the job.
- Marcus BellRight, and that's why the small session with the claims lead matters. If it goes well, we've got a proper example to point at.
- Rebecca AinsworthYes. And underwriting, what are they asking? Do you know? I hear they use it but I couldn't tell you what for.
- Marcus BellMostly looking up a member's history before a renewal quote, from what I can see in the questions. Prior claims, any calls about changes to a building. That sort of thing.
- Rebecca AinsworthThat makes sense. Church halls especially, they're always being altered or let out for something.
- Marcus BellMm, so it's useful there. I'd like to hear from one of them for the pack, if you think they'd say a few words.
- Rebecca AinsworthI'll ask. There's a senior underwriter who'd probably do it if I buy her a biscuit.
- Marcus BellBiscuits are within budget, I'm sure. Okay. Anything else on your mind about the product itself? Anything that irritates you, or that you wish it did?
- Rebecca AinsworthNothing major. I'd like the search to be a bit quicker to find a member when the name's spelled differently in two places. We get that a lot, with older records.
- Marcus BellOkay, I'll note that down and pass it to the product team as feedback. I can't promise anything on that, I'm not able to say when or whether it would change. But it's the sort of thing they do want to hear.
- Rebecca AinsworthUnderstood. I'd rather you were straight than told me a date I'd hold you to.
- Marcus BellAlways. Right, let me recap what I've got so far, and tell me if I've missed anything. One: you'll ask the underwriter who raised the stale data comment to send me what they saw, today or tomorrow. Two: I'll email you a short note you can forward to the claims lead for a thirty minute session. Three: I'll pull together the usage story over the two years, and you'll gather a few lines from your team leads.
- Rebecca AinsworthAnd four, Tom gets in touch about January with plenty of notice.
- Marcus BellYes, four. I'll let him know today that you'd like that early. He'll want to hear what you've just told me about needing to take it to your colleague.
- Rebecca AinsworthGood. I'd also ask that he brings something in writing, so I'm not relaying it from memory. I'll only get it wrong.
- Marcus BellSensible. I'll pass that on.
- Rebecca AinsworthCan I ask you something slightly different? When other mutuals or similar organisations use this, what do they do that we're not?
- Marcus BellHmm. Honestly, the ones who get the most out of it tend to have one person who keeps nudging. Not a technical person, just someone who asks the team, did you check B-Viz first? You're already doing that. The other thing is they bring in a second or third team early, so it isn't owned by just one department.
- Rebecca AinsworthSo claims, basically.
- Marcus BellClaims, yes. I wouldn't want to push, but it's the obvious next step.
- Rebecca AinsworthI agree. I'll have a proper word with the team lead. I'll tell her it's about saving her people time and not about being watched.
- Marcus BellThat's the right way to put it. And I'll make sure the session uses their own cases, so it feels like theirs.
- Rebecca AinsworthLovely. Oh, one more thing. We've a couple of new relationship managers starting in the autumn. Will they need licences sorted?
- Marcus BellYou've got plenty of room under the eighty, so it should just be a case of adding them. Let me know their names nearer the time and I'll get it done or point you to whoever does it your side. There shouldn't be any cost involved with that.
- Rebecca AinsworthThat's easy then. Thank you.
- Marcus BellNo trouble. Is there anything else you wanted to raise? Anything about the contract, the team, anything at all?
- Rebecca AinsworthI don't think so. I feel better, actually. I'd been dreading the January conversation a little, not because of anything wrong, just because I didn't have my story straight. Now I know what I need to gather.
- Marcus BellThat's what today's for. And I'm happy to jump on another call in a few weeks to look at what we've pulled together, before it goes anywhere near Tom or your colleagues. Shall we book thirty minutes for September?
- Rebecca AinsworthSeptember's good. Early on, if you can, before the diaries fill up.
- Marcus BellI'll send an invite for the first week or so and you can move it if it clashes.
- Rebecca AinsworthPerfect. And I'll get that note from the underwriter over to you.
- Marcus BellBrilliant, thanks. I'll check the refresh against whatever they send and come back to you either way, even if it's just to say it all looks fine.
- Rebecca AinsworthI'd appreciate that. Is that everything, then? I've got a team meeting at half past and I need to refill this coffee.
- Marcus BellThat's everything from me. Thanks for your time, Rebecca, and thanks for the parish treasurer story, that made my morning.
- Rebecca AinsworthHa, good. Mine too. Right, speak soon, Marcus. Thanks for pulling it all together.
- Marcus BellCheers, Rebecca. Speak soon. Bye.
- Rebecca AinsworthBye now.
Callsmade from