Kelbrook Mutual Insurance / BG-Demo – QBR
Callcompleted
Kelbrook Mutual Insurance · 7 Oct 2025 09:00
On the 7 Oct 2025 QBR, usage and schools work were strong. Malcolm Hebden, the CFO, wants the renewal settled before the November budget, with a board paper and the full term shown year by year. He will not decide on the call.
What was said
What this says
As at Fri 9 Oct 2026On the 7 Oct 2025 QBR, usage and schools work were strong. Malcolm Hebden, the CFO, wants the renewal settled before the November budget, with a board paper and the full term shown year by year. He will not decide on the call.
What happened: Marcus Bell led the 7 Oct 2025 QBR with Rebecca Ainsworth, Tariq Mahmood and Kirsty Hepworth. Malcolm Hebden, the Chief Financial Officer, joined late and moved the talk to the renewal.
Customer view: Kirsty prepares every school renewal meeting from the member page, and Rebecca will write a page for the board on what it has changed. Malcolm said a plain-words case would do more than a table of logins.
Commercial: The Growth order form is £56k a year and matches what has been invoiced. Malcolm wants the full term set out year by year, and would renew what is used and show extra seats only as an option.
Watch: Kirsty asks the most questions and most of the schools preparation rests on her. The evidence does not show the renewal outcome; the term ended on 16 Jan 2026.
Themes
As at Fri 9 Oct 2026Theme
Renewal terms and value
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send the written renewal proposal, with the figure, its base and the full term year by year, by the end of the following week.
- Marcus Bell to prepare a short dated usage summary for the board paper and chase the helpline mapping question.
- Marcus Bell to book a session for the relationship managers around the school visits.
Risks
As at Fri 9 Oct 2026- Schools preparation depends heavily on Kirsty Hepworth, the top asker of questions, so her absence would expose a single point of failure.
- Malcolm Hebden needs the paper in good time for the board and does not want to negotiate in December, so a late proposal would hurt.
- A change to the claims platform could put a connector out of scope of the Growth order form.
Opportunities
As at Fri 9 Oct 2026- If the churches and charities team adopts B-Viz properly, extra users could be offered as an option beside the base case.
- Add-on connectors could cover Tariq Mahmood's concern about systems changing over the term.
Transcript
Marcus BellMorning, everyone. Can you hear me alright? I'll just let people in as they come.
Rebecca AinsworthMorning, Marcus. Yes, loud and clear.
Tariq MahmoodMorning. Same here.
Tom AshdownMorning all. Right, I'm in. Sorry, I was fighting with my headset. How's everyone's week been? Anything exciting, or is it all just October gloom?- Rebecca AinsworthBusy, Tom. We had a parish office ring the helpline on Monday about a roof that's been leaking since the summer. The adviser who picked it up could see the whole history straight away, the policy, the last claim, the earlier calls, and the caller said, and I'm quoting, 'oh, you actually know us'. That's what I want every time. Let's not make them tell us twice.
- Tom AshdownThat's lovely, that. No drama, that's exactly the job.
Kirsty HepworthMorning, sorry, I'm just coming off mute. Is Malcolm on yet?- Marcus BellNot yet. He said he'd be a few minutes behind. Shall we make a start and he can catch up? I'll share my screen and tell you what I want to cover.
- Rebecca AinsworthYes, go on. He'll jump in when he arrives.
- Marcus BellRight. Can you see the usage page? Good. So three things this morning. First, how people are actually using B-Viz, I've pulled the numbers. Second, anything open on the technical side, which I think Tariq will want to start with anyway. And third, the renewal, because the contract end is 16 Jan 2026 and I know that's on Malcolm's mind. Tom's here for that part.
- Tariq MahmoodI do like to start with the tickets, yes. There's one open from the last month. It's the helpline feed, a mapping question on how a call gets attached to a member. I'll check last night's load, but as far as I can see it's finished cleanly and nothing is missing. It's not urgent, it's a mapping question.
- Marcus BellThanks, Tariq. And nothing high priority, nothing that's stopped anyone working?
- Tariq MahmoodNo. The nightly refresh has been in on time, as far as I've seen. Mornings have been fine. I'd tell you if not.
- Marcus BellGood. That matches what I see. One ticket in the month, none urgent. Okay, usage. You're licensed for eighty users on Growth, and sixty-four of those were active over the last stretch. That's up a touch on the previous quarter, about five percent, so it's moving the right way.
- Rebecca AinsworthSixty-four of eighty. Is that the whole picture, though? I'd want to know who the sixteen are who aren't using it.
- Marcus BellFair question. Mostly it's people in claims and underwriting who've got the login but only dip in now and then. I can send you the list by team rather than by name if that's useful. I wouldn't call any of it a worry, but I'd like to know whether they need a bit of training or whether they simply don't need it.
- Rebecca AinsworthTeam by team would help. Then I can talk to the managers.
- Marcus BellWill do. Now the bit I really wanted to show. This is questions asked, which is the best single measure of whether people find it useful. Month on month it's steady, and compared with the same time last year it's well up. And the person asking the most is, um, Kirsty.
- Kirsty HepworthOh dear. Is that a good thing?
- Marcus BellIt's a very good thing. It's also something I'll come back to, because one person asking a big share of the questions is worth watching. But first, could you tell Malcolm and Tom how you use it? I'd rather hear it from you.
- Kirsty HepworthSure. So I look after the schools. Every school has a renewal meeting with us each year, and before B-Viz I'd spend most of a morning getting ready. Policy system, claims system, the helpline notes, emails, all in different places. Now I open the member page for the school and it's there together. The cover, any claims in the year, what they've rung about, who they've spoken to. I prepare every school's renewal meeting from that page now. Every one.
- Rebecca AinsworthWhat does the member see, Kirsty? When you walk in.
- Kirsty HepworthThey see someone who already knows their year. Last week I was with a primary school whose business manager had changed, and instead of starting from scratch I could say, here's what happened with your boiler claim, here's what you rang about in the spring. She was quite taken aback, in a good way. I'd have missed half of that before.
- Tom AshdownThat's the best thing I've heard all week, honestly. Does anyone else do it the way you do, or is it mostly you?
- Kirsty HepworthMostly me, if I'm honest. The churches and charities team have started, but they're slower to pick it up. I've shown a couple of colleagues. I'm happy to do more of that.
- Marcus BellThat's the thing I was getting at. It's a strength, but it's also a bit of a single point. If Kirsty's on leave, does the schools prep still happen the same way? I'd happily run a short session for the other relationship managers. Shall we book half an hour?
- Rebecca AinsworthYes, please. Let's do it for all three of the relationship teams. Kirsty can help you pick the examples.
- Kirsty HepworthI can do that. Not the week after next, we've got the school visits, but after.
- Marcus BellNo problem, I'll find a date that works around that and send a few options.
Malcolm HebdenGood morning, all. My apologies, I was held up. Have I missed much?- Tom AshdownMorning, Malcolm. Not a thing worth worrying about. Marcus has just been going through usage and Kirsty's been telling us how she prepares the school meetings. You'd have enjoyed it.
- Malcolm HebdenI'm sure. Before we go on, may I ask what has changed since the last order form? I have it in front of me, but I'd like to hear it said.
- Marcus BellOf course. Short version: same tier, Growth, same eighty licensed users. More of them are active than last quarter. Support has been quiet, one ticket in the month, nothing urgent. The connectors you set up at the start are all still loading. And the use has got deeper, particularly in member services, with the schools work Kirsty described.
- Malcolm HebdenThank you. That is helpful. I would rather hear a quiet report than a dramatic one.
- Tom AshdownHa, we try. Do you want to go straight to the renewal, Malcolm? I know you've got a diary to protect.
- Malcolm HebdenYes, I think so. The position is this. We set our budget in November. I would very much like the renewal settled before then, so that it is a known line in the plan and not an open question. The current term ends on 16 Jan 2026, and I do not want to be negotiating in December.
- Tom AshdownTotally fair. Let's get something in the diary and work back from November. What would you need from us to be comfortable?
- Malcolm HebdenThree things. First, the figure and its base, please. I never accept a number without knowing what it is a number of. Second, what does that commit us to, and for how long? We took a two-year term last time, and I need the full term laid out, not a single year. Third, anything that could change the price over that term. Members' money, not ours, so I would like no surprises.
- Tom AshdownRight. So I'll be careful here, because I don't want to quote you anything from memory. What I can tell you is what's on the books today. The order form is £55,800 a year, and that's what's been invoiced, no differences between the two. For the renewal I'll put the proposal together in writing and confirm the figure and what it's based on, rather than say a number on a call and have you hold me to it.
- Malcolm HebdenThank you, that is the right way round. And that £55,800 is annual, not the total for the term?
- Tom AshdownAnnual, yes. It's the yearly subscription on the order form. Anything for a longer term I'll set out year by year so you can see the whole thing.
- Malcolm HebdenOver the full term, please. And I should say plainly, I will not be deciding anything on this call. A multi-year commitment goes to the board, and I need the paper in good time for that.
- Rebecca AinsworthAnd I should say from my side, I'm not agreeing terms without Malcolm either. But for the paper, I think the case is simple. Member services use it every day, and Kirsty's schools work is the clearest example. I can write a page on what it's changed for the relationship managers.
- Malcolm HebdenThat would be welcome, Rebecca. The board will ask what the members get for the money. A page in plain words would do more than a table of logins.
- Marcus BellI can help with the numbers behind it. I'll put together a usage summary for the paper, active users, questions asked against last year, connectors, tickets. All from the same data I've shown today, so it ties up. Is that useful, Malcolm?
- Malcolm HebdenVery. Please keep it short and show the dates each figure covers.
- Marcus BellWill do. Dates on everything.
- Tariq MahmoodCan I ask one practical thing for the renewal? If anything changes in our systems over the next two years, the claims platform in particular, does the term allow for that? I don't want us signing and then finding a connector is out of scope.
- Tom AshdownGood question, Tariq. The connectors in your order form are what you're covered for, and if you needed more than the tier includes there are add-ons, but I'd rather not go into detail from memory. I'll cover it in the proposal so it's in black and white. Leave that with me.
- Tariq MahmoodThanks. I'd just rather ask now than discover it later.
- Rebecca AinsworthAnd is the user number right for us? Sixty-four of eighty are active, but if the churches team picks it up properly we might need more room. Is that something we raise now or at the next review?
- Tom AshdownRaise it now, so it can sit in the proposal as an option rather than a surprise. No obligation. If you've got headroom, you've got headroom, and I'd rather not sell you seats you won't use.
- Malcolm HebdenI would prefer that we renew what we use and review the rest when the evidence is there. But do show the option, so the board can see it was considered.
- Tom AshdownDone. Base case as it stands, with an option alongside, clearly marked.
- Kirsty HepworthCan I add something from the user side? If it helps the paper. The thing I'd lose if this stopped is the preparation time. I can't put an honest number on it, but it's most of a morning per school, and there are a lot of schools.
- Malcolm HebdenThank you, Kirsty. An honest estimate with its basis is exactly what I would like. If you can write down roughly how you worked it out, I will take that.
- Kirsty HepworthI'll do that, and I'll keep it to what I actually know.
- Marcus BellOkay. Let me recap what I've got, and tell me if I've missed anything. I'll send Rebecca the usage by team. I'll book a session for the relationship managers around Kirsty's school visits. I'll prepare a short usage summary with dates for Malcolm's board paper. Tariq, I'll chase your helpline mapping question and tell you where it's got to. Is that right?
- Tariq MahmoodYes, thanks. And I'll tell Rebecca before I change any mapping, as usual.
- Tom AshdownAnd from me, the renewal proposal in writing, figure, base and the full term set out year by year, with the user option alongside. I'll get that to Malcolm by the end of next week, so it's with him well ahead of November. If I'm slipping, tell me, I'm not brilliant at paperwork.
- Malcolm HebdenI shall hold you to the end of next week, Tom, politely. And I will tell you the board date once I have it, so we can work backwards.
- Rebecca AinsworthAnd I'll write my page for the paper. I'll send it to Malcolm first, then Marcus can check it against the numbers.
- Marcus BellHappy to. Anything else before we finish? Tariq, anything technical I should note?
- Tariq MahmoodNo, I think that's everything. Thanks, Marcus.
- Rebecca AinsworthThank you all. A good call. Kind regards.
- Malcolm HebdenThank you, everyone. Good morning to you.
- Tom AshdownCheers all. Speak soon.
- Marcus BellThanks, everyone. Bye for now.
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