Kelbrook Mutual Insurance / BG-Demo – QBR
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Kelbrook Mutual Insurance · 17 Feb 2026 10:30
In the 17 Feb 2026 QBR, CFO Malcolm Hebden had the £58k annual price and term to 16 Jan 2028 confirmed. Rebecca Ainsworth will bring claims handlers in within 80 users, and Malcolm wants a one-line board value summary.
What was said
What this says
As at Fri 9 Oct 2026In the 17 Feb 2026 QBR, CFO Malcolm Hebden had the £58k annual price and term to 16 Jan 2028 confirmed. Rebecca Ainsworth will bring claims handlers in within 80 users, and Malcolm wants a one-line board value summary.
What happened: Marcus Bell ran the first review of the second term. Malcolm Hebden opened by asking what had changed since the last order form, and Marcus said nothing on the paper: Growth, 80 users, £58k a year.
Customer view: Malcolm told his board the cost is fixed to January 2028 and wanted that confirmed. Rebecca wants claims handlers in B-Viz so members do not have to repeat themselves.
Commercial: Active users are flat at around twenty. The claims rollout needs no extra cost, so Malcolm is content. He asked for one line on what the money has bought, over the full term.
Watch: Tariq Mahmood wants a permissions mapping session before claims users are added. The evidence does not show the price after 16 Jan 2028, which Marcus left to Tom. Two tickets, one high priority, were not yet reviewed.
Themes
As at Fri 9 Oct 2026Theme
Price certainty and claims rollout
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- Marcus Bell to send Malcolm Hebden a one-page value summary over the full term, reviewed by Rebecca Ainsworth.
- Marcus Bell and Tariq Mahmood to review the two tickets and last night's load, then meet Rebecca on who sees what.
- Rebecca Ainsworth to send the list of first-group claims users once she has spoken to the team leaders.
Risks
As at Fri 9 Oct 2026- Active users are flat at around twenty, so the value case rests on the claims rollout happening.
- The board has been told cost is fixed to January 2028, and the evidence does not show the price at the 17 Jan 2028 renewal.
- Claims records hold more than policy records, so adding users before permissions are mapped could expose data wrongly.
Opportunities
As at Fri 9 Oct 2026- Staged claims onboarding inside the 80 licensed users can lift questions asked and deepen use.
- A one-page board summary over the full term gives the CFO a reason to back the renewal.
Transcript
Marcus BellMorning, all. Can you hear me alright? I've got the little green bar moving on my side, so I think we're fine.
Rebecca AinsworthMorning, Marcus. Yes, loud and clear. Tariq's just joining, I can see him in the lobby.
Tariq MahmoodMorning. Sorry, my camera's being slow. Can you see me now? No. Give me a second.- Marcus BellNo rush. Malcolm, are you with us?
Malcolm HebdenI am, good morning. I've come straight from a finance committee, so forgive me if I'm still thinking in spreadsheets.- Rebecca AinsworthBefore we start, can I tell you about a call from the helpline this week? A school secretary rang about a roof repair on a hall they let out to a church group. And the adviser could see the policy, the earlier claim and our last conversation, all on one screen. She said, and I'm quoting, 'you actually know us'. That's the whole reason we did this.
- Marcus BellThat's lovely to hear. Honestly, that's the sort of thing I like to start with. Right, I'll share my screen and say what I want to cover. Can you see the deck?
- Rebecca AinsworthYes, we can see it.
- Marcus BellGreat. So this is the first quarterly review of the second term. I'd like to do four things. Usage over the last quarter, the tickets, the plan for bringing more people in, and then anything on the commercial side Malcolm wants to confirm. I've pulled the numbers, so it won't be a long slide show. Does that work?
- Malcolm HebdenIt does. Though, if I may, my usual first question. What has changed since the last order form?
- Marcus BellShort answer, nothing on the paper. You're on Growth, eighty licensed users, the same connectors, and the contract runs to 16 Jan 2028. Annual figure is £58,000, and that matches what's on the order form and what's been invoiced. I checked both.
- Malcolm HebdenThank you. And that's the figure for each year, not the total across both?
- Marcus BellYes, £58,000 a year. Not the total. Renewal date after that is 17 Jan 2028, and I'd be in touch well before then, but that's a long way off.
- Malcolm HebdenGood. I'll say why I ask. I told the board last month that the cost is fixed through to January 2028. I said it in so many words, because they were nervous about supplier price rises, and I would like to be certain I was right to say it.
- Marcus BellYou were. For this term the price is what's on the executed order form. I'm not the one to talk about anything beyond that, that would be Tom, but nothing changes inside the term.
- Malcolm HebdenUnderstood. Over the full term, please, so that's the two years from the start of this one, not from when we first joined.
- Marcus BellRight. You first joined on 17 Jan 2024 and then you went into the second term, which is the one we're in now. Same price, as I say.
- Malcolm HebdenThank you. That was all I needed on that. I shall be quiet now and let the others talk about the interesting part.
- Rebecca AinsworthHe says that every time, and then he asks three more questions.
- Malcolm HebdenOnly if the answers are vague.
- Marcus BellFair enough. Okay, usage. If I go to the next slide. Average active users over the last thirty days is around twenty. And that's pretty much level with the quarter before, so no real change either way.
- Rebecca AinsworthAround twenty out of eighty. Is that the whole picture, though? I'd rather not have us look like we're not using what we pay for.
- Marcus BellNo, I wouldn't read it like that. It's steady, which is good, and it tells us who's using it. It's mainly member services and a few people in underwriting. What it also tells us is that there's a lot of room. Sixty-odd seats you've already paid for that nobody's sitting in.
- Rebecca AinsworthWhich is exactly what I wanted to talk about. The claims handlers. At the moment they open the claims system, then the policy system, then they ask someone in my team what the member said on the phone last time. Let's not make them tell us twice. I want them in B-Viz.
- Marcus BellThat's what I was hoping you'd say. Do you have a sense of how many people?
- Rebecca AinsworthI've counted, and it comfortably fits inside the eighty. I won't need to buy anything extra. I did that sum before I came to Malcolm, because I knew what he'd say.
- Malcolm HebdenI appreciate that, Rebecca. For the record, no additional cost, no extra users, nothing that changes the figure we've just discussed.
- Marcus BellCorrect. It's within what you already have. No change to the order form, so nothing for Malcolm to take back to the board.
- Malcolm HebdenGood. Members' money, not ours, as I always say.
- Tariq MahmoodCan I come in? From the data side there's a bit to think about before the claims handlers come on. Which of them would see what? Because the claims records have more in them than the policy records do.
- Rebecca AinsworthYes, I was going to ask you about that. Does everyone see everything at the moment?
- Tariq MahmoodNot everything, no. But I'd want to sit down with you before the new people are added, and check who gets which pages. I'd rather not guess. That's a mapping question, really, and I don't change a mapping without telling you.
- Rebecca AinsworthI know you don't. That's why I trust it. Marcus, can we get half an hour with Tariq for that?
- Marcus BellHappy to jump on a call. Shall we book thirty minutes? I'll send something round after this, and we can do it before the first group goes in.
- Rebecca AinsworthYes, please. I'd like to bring them in gradually, not all in one go. Start with a small group, see how they get on, then the rest.
- Marcus BellThat's sensible, and it's how the bigger teams usually do it. The training for the first group can be short. Mostly it's showing them how to ask a question about a member and get the policy, the claims and the calls together.
- Rebecca AinsworthWhat does the member see, is what I keep asking. If the handler's confident, the member gets a better call. That's the test.
- Marcus BellRight. Okay, tickets. Tariq, you normally start with these. Do you want to take it?
- Tariq MahmoodSure. So, two in the last thirty days, and one of them I marked as high priority. I won't go through the detail on a call with everyone, but I'd rather we went through both properly afterwards, you and me, Marcus.
- Marcus BellYes, I've seen both. I've got them open. Nothing alarming from what I can tell, but I'd rather check with you than assume.
- Tariq MahmoodSame here. I'll check last night's load as well, so I can say whether the data's current. I don't like saying it's fine until I've looked.
- Malcolm HebdenMay I ask, in plain terms, whether the high priority one affected the members in any way?
- Tariq MahmoodNot that I've been told. I'd have heard from Rebecca's team if an adviser had been stuck. But I'll confirm that once I've looked, rather than say it now.
- Rebecca AinsworthI haven't heard anything from the helpline. If I had, you'd have had a message from me within the hour.
- Marcus BellYes, and nothing's overdue on the billing side either. Invoices are all paid, so no loose ends there, Malcolm.
- Malcolm HebdenThank you, that matches our ledger. Our finance team would have told me otherwise.
- Marcus BellGood. Now, one thing I wanted to raise on usage, and it isn't a worry. Because the number of active people is flat, I'd like us to agree what a good next quarter looks like. Not a target for the sake of it. Just so that when we sit down next time, we can say whether bringing the claims handlers in made a difference.
- Rebecca AinsworthI like that. Can we say it's about more people asking questions, and about the same people asking more of them? I don't want it to be a head count only.
- Marcus BellYes, I think that's right. Questions asked is the best measure of whether it's useful. I'll put the count of people and the questions side by side in the next review.
- Malcolm HebdenAnd I'd find it helpful to have one line I can give the board. Something that says what the members' money has bought. Not a long report.
- Marcus BellI can do that. A short summary, one page, plain wording. I'll draft it and Rebecca can tell me if it sounds like Kelbrook.
- Rebecca AinsworthI'll happily tell you.
- Malcolm HebdenThank you. Over the full term, please, so the board sees the picture across both years and not just this quarter.
- Marcus BellUnderstood, over the full term. Anything else on the commercial side, Malcolm? I don't want to skip past it.
- Malcolm HebdenNo, I think we've covered it. I'll say what I always say: I'm not deciding anything today. If Rebecca wants to widen the use, she'll bring it to me, and if it costs nothing extra, I'll be content.
- Rebecca AinsworthWhich it doesn't.
- Malcolm HebdenThen we have no difficulty.
- Tariq MahmoodOne more practical thing, if there's time. When the claims handlers log in for the first time, will their sign-in be the same as the rest of us? I just want to be clear before I tell the service desk.
- Marcus BellIt'll be the same as it is for your current users. I'll double check how yours is set up and put it in the note, so you're not relying on my memory.
- Tariq MahmoodThanks, that would help.
- Marcus BellOkay. Shall I recap, and then we can let you get on? So. One, price and term are unchanged, £58,000 a year, to 16 Jan 2028, and Malcolm's message to the board stands. Two, Rebecca is bringing the claims handlers in within the eighty users, in stages. Three, Tariq and I go through the two tickets and the load, and then the three of us, with Rebecca, sit down on who sees what. Four, I send Malcolm a one-page summary for the board.
- Rebecca AinsworthThat's it. I'd add that I'll send you the list of who is in the first group once I've spoken to the team leaders.
- Marcus BellPerfect, thank you. I'll send the invites and the notes today.
- Malcolm HebdenThank you, everyone. Good to hear that the commitment holds. Goodbye.
- Rebecca AinsworthThanks, Marcus. Speak soon.
- Tariq MahmoodThanks all. I'll look at the load as soon as I'm off here.
- Marcus BellCheers, everyone. Bye for now.
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