Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 12 Feb 2026 13:15
Rebecca Ainsworth is happy with B-Viz. Around twenty of 80 seats are used, claims are slow to join, and a senior colleague has asked what the subscription delivers. Marcus Bell owes four follow-ups.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth is happy with B-Viz. Around twenty of 80 seats are used, claims are slow to join, and a senior colleague has asked what the subscription delivers. Marcus Bell owes four follow-ups.
What happened: Marcus Bell took Rebecca through usage, two tickets and team plans on 12 Feb 2026. Daily users are around twenty against 80 licensed, up a little on the previous quarter.
Customer view: Rebecca says claims staff are held back by habit, not dislike. Newer relationship managers are shy of asking. Nothing is annoying her, apart from wanting a simple way to show people the morning data is current.
Commercial: Someone upstairs has asked what Kelbrook gets for the Growth subscription, and she wants an answer beyond feelings. Marcus confirmed £58k a year, matching the order form and invoices, with renewal on 17 Jan 2028.
Watch: Underwriting wants a renewals dashboard, which Growth already includes. Rebecca says she is nowhere near going beyond 80 users, so this is adoption headroom, not an upgrade.
Themes
As at Fri 9 Oct 2026Theme
Adoption headroom and value case
Importance
praise
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 a note showing where each source's last load time is visible.
- Marcus Bell to send a one-page usage and questions summary and check how schools are tagged in the data.
- Rebecca Ainsworth to introduce the claims team leader and find who in underwriting would own the dashboard.
Risks
As at Fri 9 Oct 2026- Claims and underwriting have been slow to adopt, so most licensed seats sit unused.
- A senior colleague has asked what Kelbrook gets for the subscription, and no value summary exists yet.
- A system change in claims has been talked about for about a year and could break a connector.
Opportunities
As at Fri 9 Oct 2026- Bring claims handlers in through a live-case working session within the 80 seats already licensed.
- Build the renewals dashboard underwriting wants, which Growth already includes.
- A one-page usage and stories summary can give Rebecca a value case well ahead of the 17 Jan 2028 renewal.
Transcript
Marcus BellHello Rebecca, can you hear me all right? I've got the little green bar moving on my side.
Rebecca AinsworthI can, yes. Hello Marcus. Sorry, I'm a minute or two behind, I was finishing a call with one of the relationship managers and it ran over.- Marcus BellNo problem at all. Good afternoon, by the way. How's the week been?
- Rebecca AinsworthBusy, but a good busy. Actually, can I start with something that happened on Tuesday? We had a church in the north of the country ring up about their policy. A very lovely man, the treasurer, he's been doing it for years and he was a bit anxious because the roof had been repaired last year.
- Marcus BellRight, mm.
- Rebecca AinsworthAnd the colleague who picked it up had the whole picture in front of her. The policy, the earlier claim, the call we'd had with him in the autumn. She didn't have to ask him a single thing twice. He actually said thank you for remembering. That's what I keep coming back to: what does the member see? And on Tuesday he saw someone who knew him.
- Marcus BellThat's lovely to hear. That's exactly why I like these calls, if I'm honest. I get the numbers on my side, but I don't often get the story behind them.
- Rebecca AinsworthWell, that's the story. Go on, what have you got for me?
- Marcus BellSo, I'll share my screen and say what I want to cover, and you tell me if I've missed anything. Can you see it? It's the usage summary for Kelbrook.
- Rebecca AinsworthI can see it. It's a bit small. Hang on, that's better, you've zoomed.
- Marcus BellGood. Three things really. First, how usage is looking, because I've pulled the numbers since our last conversation. Second, the support tickets from the last month, there were only two but I want to make sure you're happy with how they went. And third, I'd like to hear what your teams want from B-Viz over the next few months, so I can make sure we're pointing at the right things. Then anything you want to raise.
- Rebecca AinsworthThat sounds right. I might have one or two extras at the end.
- Marcus BellOf course. So usage first. You're licensed for 80 users, as you know, and the number of people actually in there on a typical day is around twenty. That's up a little on the previous quarter, so the direction is right, it's gently climbing.
- Rebecca AinsworthTwenty out of 80. Is that bad?
- Marcus BellNo, no, not bad. It's a daily average, so it doesn't count everyone who dips in once a week or once a fortnight. Underwriting, for example, tends to come in around particular renewals. But it does tell me there's room, which is a good thing for you. It means you've got seats nobody's using yet.
- Rebecca AinsworthYes, I thought that. I bought a lot of seats because I wanted claims and underwriting to be in there as well, not just my member services people. And honestly, claims have been slower to come across than I hoped.
- Marcus BellMm. Why do you think that is?
- Rebecca AinsworthHabit, mostly. They have their own system, they know where things are, and they've been burnt by tools that promised a lot. So they'll only use it if it saves them time on a real case. It's not that they dislike it. They just haven't had the moment where it clicked.
- Marcus BellThat's useful, and it's quite common. Can I suggest something? Rather than a general training session, we find one real case works better. A claims handler with a live file, and we show them the policy history and the member's calls sitting beside it, in one question.
- Rebecca AinsworthLet's not make them tell us twice. That's the line, isn't it. If a handler can see that the member already rang about this last month, they'll get it straight away.
- Marcus BellExactly. I'm happy to jump on a call with a couple of them, or run it as a short session, whichever is easier for you. Is there someone in claims who'd be a friendly face?
- Rebecca AinsworthThere's a team leader who's curious. I won't name her on a recording, but I'll introduce you by email. She's sceptical in a constructive way, which is the best kind.
- Marcus BellPerfect, I'll take sceptical in a constructive way. I'll write that on my list. So that's one action: you introduce me to the claims team leader, and I set up a working session around a live case.
- Rebecca AinsworthYes. Next week would be fine for the introduction.
- Marcus BellGreat. Now, the other thing on the screen. This is questions asked. Who's asking them is as interesting as how many. And I can see it's fairly spread across member services, which is what you'd want, with a few regular askers at the top.
- Rebecca AinsworthIs one of them me?
- Marcus BellHa, you're certainly in the list. But not at the top, if that's reassuring. I do like to check that no single person is asking most of the questions, because if they leave or go on a long holiday, the value drops off. Here it's healthy. There's a spread.
- Rebecca AinsworthGood. Is that the whole picture, though? Because I get the sense that some of my people use it through me. They ask me, and I ask it.
- Marcus BellThat's fair, and no, the numbers wouldn't show that. It's only what's asked under a login. So if there's a bit of that going on, the real usage is a bit higher than my report says, but also it tells you there are people who haven't got comfortable yet.
- Rebecca AinsworthYes. That's the one I worry about. The newer relationship managers are shy of it. They'd rather ask someone than look foolish.
- Marcus BellRight. So, same idea. A short, friendly session for the newer ones. Maybe thirty minutes, nothing formal. Shall we book 30 minutes some time next month?
- Rebecca AinsworthI'd say yes, but give me a couple of weeks. We've got a busy patch with a lot of renewals coming through for schools, and I don't want to pull people off the phones.
- Marcus BellUnderstood. I'll pencil something and you can tell me to move it.
- Rebecca AinsworthThat works.
- Marcus BellOkay, tickets. Let me bring that up. There were two in the last month, and one was flagged high priority. I've looked at the response times and they're inside what you're entitled to on Growth. But I wanted to ask you rather than just read a timestamp. How did it feel from your side?
- Rebecca AinsworthFine, I think. The high priority one was ours, I remember it, because one of my team was stuck for a morning and she was a bit cross. But once it was picked up, it was dealt with and she was back to work. I didn't hear any more about it, which for me is a good sign.
- Marcus BellGood. No news is good news, but I'd still rather hear it from you. If anything's been annoying and you haven't bothered to raise it, tell me now.
- Rebecca AinsworthHonestly, nothing's annoying me. The only thing is the morning data. A couple of people have said, do we know it's up to date? And I always say yes, it refreshes overnight. But it would help to have a simple way to show them.
- Marcus BellThat's a reasonable thing to want. The refresh is meant to be finished by seven in the morning on working days, on every tier. So if someone's asking at nine, it should be last night's picture. I can show you where to see when each source last loaded, and you can pass that on.
- Rebecca AinsworthYes please. If I can say, look, it loaded at this time, then they trust it. Trust is the whole thing with this lot.
- Marcus BellI'll send you a short note with a screenshot of where that lives. Not a big document. Just enough that you can forward it.
- Rebecca AinsworthLovely.
- Marcus BellLet me stop sharing for a second so we can just talk. Third thing, what do your teams want next? I don't want to assume. Is there something they've asked you for that B-Viz doesn't do yet, or that you haven't set up?
- Rebecca AinsworthUnderwriting have been asking about dashboards. They like to see a picture. One of their managers said, can I just have the thing on a screen, rather than asking it a question each time? I think that's the difference between people who like to ask and people who like to look.
- Marcus BellThat's a good way of putting it. Dashboards are part of Growth, so you've got that already. It's not an extra cost, it's about getting one built. Did you have a particular view in mind?
- Rebecca AinsworthSomething about renewals coming up in the next few weeks, with the member's recent calls and claims alongside. So the relationship manager walks in knowing the lot. That's the whole reason I wanted this. Renewal meetings that start from the facts.
- Marcus BellRight, yes. I think that's very doable. I'd want to sit with whoever in underwriting would own it, so it's built around how they think and not how I think. Who would that be?
- Rebecca AinsworthI'd have to check. There are two managers who'd both want a say, and I don't want to step on toes. Let me find out who's keenest and come back to you.
- Marcus BellPerfect. And if it ends up being the two of them, that's fine, we can do it together. It often works better with a bit of friendly disagreement.
- Rebecca AinsworthHa, they'll certainly provide that.
- Marcus BellWhile we're on it, can I ask about the sources? Are all the systems you connected at the start still the ones you use? I ask because if a team changes a system, a connector can quietly stop loading and nobody notices for a while.
- Rebecca AinsworthAs far as I know, yes. There was talk of changing something in claims, but it's been talk for about a year. If it ever gets real, I'll make sure you hear about it before it happens.
- Marcus BellThat would be brilliant, thank you. It's the thing that catches people out. A change at the customer end, and then we find out two weeks later because the numbers look flat.
- Rebecca AinsworthI'll put it on my list. Tell IT, tell Marcus.
- Marcus BellPerfect. I've nothing flat at the moment, I'll say that. Everything's loading, and the amount of information in there is still growing, which is what we want.
- Rebecca AinsworthCan I ask about the contract, just so I've got it straight in my head? We took the two-year term, so it runs until January 2028, is that right?
- Marcus BellYes. The order form runs to 16 Jan 2028, and the renewal date is 17 Jan 2028. So you've got a good stretch ahead, nothing to decide this year. You joined on 17 Jan 2024, so you're about two years in.
- Rebecca AinsworthAnd it's £58k a year.
- Marcus Bell£58,000 a year, yes, that matches the order form and what's been invoiced. Nothing overdue on your account either, so finance should be happy on that front.
- Rebecca AinsworthGood. I'm asking because someone upstairs asked me recently what we're getting for it. Not in a worried way, just curious. And I'd like to have an answer that isn't only my feelings.
- Marcus BellThat's a fair question and a sensible one to be ready for. I'd be glad to help with that. What would they find convincing, do you think? Numbers, stories, both?
- Rebecca AinsworthBoth, but stories first. The treasurer on Tuesday is the sort of thing they'd remember. Then a number to back it up, like how many questions asked, or how many renewal meetings were prepared using it.
- Marcus BellI can do the questions asked, month on month, and who's asking. The renewal meetings one is harder, because I can't see your diaries. You'd have to tell me, or ask the relationship managers to note it.
- Rebecca AinsworthI can ask them to keep a tally for a month. They'll grumble, but they'll do it.
- Marcus BellThen I'll put together a one-page summary for you. Usage, the questions, and a space for your stories. You can say it in your own words. I won't dress it up.
- Rebecca AinsworthPlease don't. They can smell a sales deck from the corridor.
- Marcus BellHa. Noted. Plain and honest.
- Rebecca AinsworthOne more thing, and it's a bit of a sideways question. If we wanted to use more of the seats, say bring in the whole of claims, is there anything we'd need to do on your side? Or is it just give people logins?
- Marcus BellYou've got the 80 already, so for the people you're talking about it's mostly logins and a bit of setting up who sees what. I'd check with you about permissions, because claims files can be sensitive. And if you ever went beyond 80 users, that's a conversation for Tom, he looks after the commercial side. I'd just hand you across to him.
- Rebecca AinsworthRight, no, we're nowhere near that. I'd have to take anything like that upstairs anyway. I just wanted to know I wasn't walking into a wall.
- Marcus BellNo wall. You've got plenty of headroom.
- Rebecca AinsworthOkay. Let me think whether there's anything else. Oh, yes. The schools. We've got a run of school renewals coming up and I wondered whether we could have a view that groups them. Is that the dashboard again?
- Marcus BellIt could be the same thing, yes. A filter on the type of member. I'd want to see what's in the data first, whether schools are tagged consistently. Sometimes the labels are messy. I can have a look and tell you.
- Rebecca AinsworthThey're probably messy. Everything is. Schools, academies, trusts, they get called different things depending on who typed it.
- Marcus BellThen that's worth knowing before we build anything. I'll have a look this week and let you know what I find. No promises about the answer, but I'll look.
- Rebecca AinsworthThat's all I ask.
- Marcus BellShall I go through what we've agreed, so we both leave with the same list? Stop me if I get it wrong.
- Rebecca AinsworthPlease. I'll have forgotten half of it by four o'clock.
- Marcus BellFrom me: first, a short note with a screenshot showing where to see when each source last loaded. Second, a one-page summary of usage and questions asked that you can use upstairs. Third, a look at how schools are tagged in the data, so we know whether a grouped view is realistic. Fourth, I'll pencil in a short session for the newer relationship managers, and you tell me when to move it.
- Rebecca AinsworthAnd from me. I introduce you to the claims team leader next week. I find out who in underwriting would own the dashboard. I ask the relationship managers to keep a tally for a month. And if anyone changes a system, I tell you before it happens.
- Marcus BellThat's it exactly. Better than my version. I'll send all of that in an email after the call so it's written down.
- Rebecca AinsworthThank you. That's very useful.
- Marcus BellBefore I let you go, anything at all you'd like me to take back to the team? Something small that's been irritating, a thing you wish it did. Doesn't have to be on the list.
- Rebecca AinsworthNot really. If anything, the opposite. A couple of my team told me last week it's the first system that's made their renewal prep quicker rather than longer. I wrote that down because I thought you'd like to hear it.
- Marcus BellI do like hearing it. Thank you. I'll pass that on, it matters to the people who built it.
- Rebecca AinsworthPlease do.
- Marcus BellRight, I'll let you get back to your afternoon. We said 35 minutes and we're about there. Thanks for the time, Rebecca, and for the story about the treasurer.
- Rebecca AinsworthThank you, Marcus. It's always useful to look at it properly instead of just assuming it's fine. I'll watch for your email.
- Marcus BellIt'll be with you today or first thing tomorrow. Speak soon.
- Rebecca AinsworthSpeak soon. Bye for now.
- Marcus BellBye, Rebecca. Cheers.
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