Kelbrook Mutual Insurance / BG-Demo – Check In
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Kelbrook Mutual Insurance · 7 Apr 2026 16:45
Rebecca Ainsworth praised B-Viz with a member story. Marcus Bell flagged just under twenty daily users against eighty seats and a disputed term end. She will sound out claims and underwriting.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth praised B-Viz with a member story. Marcus Bell flagged just under twenty daily users against eighty seats and a disputed term end. She will sound out claims and underwriting.
What happened: Marcus Bell reviewed usage, two tickets and the contract with Rebecca Ainsworth on 7 Apr 2026. She opened with a story of a relationship manager who knew a school's claim history before a renewal meeting.
Customer view: Rebecca called support one of the quieter things she manages. Claims is her worry, because handlers use their own system by habit, and she wants the head of claims asked first.
Commercial: Marcus said the Growth subscription is £58k a year, matching the order form and the invoices, with nothing overdue. He warned that finance will ask what the mutual gets for that, and he wants claims and underwriting in the answer.
Watch: Rebecca challenged the term, since a two-year term from 17 Jan 2024 would not end on 16 Jan 2028. Marcus promised to confirm from the executed order form by email; the call does not show the answer. She cannot agree terms alone and would take any change to Malcolm in writing.
Themes
As at Fri 9 Oct 2026Theme
Adoption and value case
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- Marcus Bell to email the contract dates from the executed order form, today or tomorrow after the call.
- Rebecca Ainsworth to sound out the head of claims and introduce Marcus to underwriting.
- Rebecca to check the high priority ticket with the helpline team and report anything still open.
Risks
As at Fri 9 Oct 2026- Just under twenty daily users against eighty licensed seats leaves the value case thin when finance asks what £58,000 buys.
- Claims and underwriting barely use B-Viz, and Rebecca will not push another department.
- The term end of 16 Jan 2028 does not fit a two-year term from 17 Jan 2024 and is still unconfirmed.
Opportunities
As at Fri 9 Oct 2026- An underwriting referrals dashboard on the Growth dashboards builder could be the way in to wider use.
- Claims staff want correspondence with solicitors and assessors connected, which could mean extra connectors.
- New member services starters could be onboarded with a live walkthrough.
Transcript
Marcus BellHello, Rebecca. Can you hear me alright? I've got the little wobbly bars on my side so I think we're connected.
Rebecca AinsworthI can hear you fine. Sorry, I'm just getting a coffee, hang on one second. Right. Good afternoon, Marcus. Well, nearly evening, I suppose.- Marcus BellYeah, it's gone a quarter to five, so I'll not say afternoon too loudly. Thanks for fitting this in at the end of the day. I know Tuesdays are busy for you.
- Rebecca AinsworthThey all are. Can I tell you something before we start? It's from this week and it's why I still like having this thing.
- Marcus BellGo on, please.
- Rebecca AinsworthOne of our relationship managers had a renewal meeting with a village primary school on Monday. The business manager there had a leak in the school hall last winter, a claim, and a couple of calls to our helpline about it. In the old days she'd have walked in with the policy schedule and nothing else, and the poor woman would have had to tell the whole story again.
- Marcus BellMm. Right.
- Rebecca AinsworthInstead she asked B-Viz for the member's history before she left the office, and it had the policy, the claim and the notes from the calls, all in one place. She opened the meeting by asking how the hall was now. The business manager apparently went quiet and then said, well, you do actually know us. That's what I mean. Let's not make them tell us twice.
- Marcus BellThat's a lovely one. Honestly, that's the sort of thing I'd like to put in front of other people, if you were ever happy for me to use it. No names, obviously.
- Rebecca AinsworthI'd have to think about it. Ask me again when it's less fresh. Anyway. What have you got for me?
- Marcus BellSo, what I want to do is share my screen and cover three things. How usage has looked since we last spoke, the support tickets from the last month, and then what's coming up on the contract, mostly so there are no surprises. Is that alright? Should be about thirty minutes, and I'll try to keep it inside that.
- Rebecca AinsworthThat's fine. I've got until about quarter past five and then I've a call with the claims team.
- Marcus BellPerfect. Right, can you see it? It's the usage summary for Kelbrook.
- Rebecca AinsworthI can see a graph. It's a bit small. Yes, that's better, thanks.
- Marcus BellSorry, I'll zoom in. So, headline first. I've pulled the numbers for the last quarter and the number of people actually logging in and using it is up on the quarter before. It's about a seventh up, a bit under fifteen percent if I'm being fussy. On an average day over the last month you've got just under twenty people active.
- Rebecca AinsworthRight. Is that good? I never know whether that's good.
- Marcus BellDirection is good. The level, well, I'll be honest with you, that's the bit I wanted to talk about. You've got eighty licensed users on Growth. So just under twenty active on a typical day against eighty seats means there's a lot of room.
- Rebecca AinsworthYes. I thought you might say that.
- Marcus BellIt's not a complaint, Rebecca. Plenty of customers are in the same place a couple of years in. I'd rather understand who the nineteen or so are, if that makes sense, and who isn't using it yet. Do you know offhand?
- Rebecca AinsworthMostly my lot. Member services, the relationship managers and the helpline team. Underwriting dip in, but only a few of them, and usually when there's something awkward on a referral. Claims, that's the one I keep worrying about.
- Marcus BellWhat's the worry with claims?
- Rebecca AinsworthIt's habit, really. They've got their own system and their own way of doing things, and they've done it for years. I don't think it's that they dislike B-Viz. I think they just don't think of it when they've got a handler's queue to get through. And I'm very careful not to tell the claims team what to do. It's not my department.
- Marcus BellFair enough. Would it help if I ran a short session for them? Not a sales thing. Show them how a handler can see the member's calls and policy notes next to the claim, in the one screen. I'm happy to jump on a call with whoever leads the team.
- Rebecca AinsworthPossibly. I'd want to ask the head of claims first, so he doesn't feel I've gone round him. Let me float it this week and come back to you.
- Marcus BellOf course. No rush. I'll jot that down as yours to raise and mine to follow up.
- Rebecca AinsworthMm. Is that the whole picture, though? On usage, I mean. Is it only logins you're looking at?
- Marcus BellNo, good question. Logins are the weakest of the measures, really. What I look at more is the questions people ask. Let me flick to that. So this is questions asked, month by month. It's gone up across the last few months, and it's not just one person doing all of it, which is what I'd worry about.
- Rebecca AinsworthWhy would that worry you?
- Marcus BellIf one person asks most of the questions, then the value sits with that person. They move on, or go on leave, and it drops off a cliff. Here it's spread across the member services team and a few of the relationship managers. That's healthy. I'd still like to see it spread to more teams.
- Rebecca AinsworthI do see the relationship managers using it before visits. I tell new starters to do it as part of getting ready. It's in their checklist now.
- Marcus BellThat's excellent. That's the kind of thing that makes it stick. Honestly, a checklist does more than any training I can run.
- Rebecca AinsworthHa. Don't say that to your training team.
- Marcus BellI won't. Right, next one. Records indexed. This is the data side, how much is flowing in from your systems. Let me scroll. It's been climbing steadily, no flat patches. So your connectors are all loading, nothing's stuck, which is what I check for.
- Rebecca AinsworthGood. Because I worry about that too, the data being out of date. If a member rings up and the screen doesn't know about the call they made yesterday, I'd feel awful.
- Marcus BellUnderstood. The nightly refresh should be done by seven in the morning on business days, and from what I can see it has been. If anyone on your side ever sees something that looks stale, tell me straight away, or raise a ticket. Don't sit on it.
- Rebecca AinsworthI will. Which brings us to the tickets, I suppose.
- Marcus BellIt does. So there were two in the last month. Not many. One of them was marked high priority. I wanted to ask whether you felt it was dealt with properly, because the timestamps look fine to me from our side, but you're the one who lived it.
- Rebecca AinsworthDo you know, I'd have to check which one that was. Was it the one from the helpline team? Somebody couldn't pull up a member's history for part of a morning.
- Marcus BellI don't want to put words in your mouth. I don't have the detail in front of me beyond the priority and the times. Can you check with the team and let me know if there's anything left hanging? If it needs a proper write-up I'll get one.
- Rebecca AinsworthI'll ask. My impression is that it was sorted and nobody's mentioned it since, which usually means it's fine. People tell me quickly when it isn't.
- Marcus BellThat's a decent test, to be fair. And the other ticket was an ordinary how-to question. Nothing to worry about there.
- Rebecca AinsworthRight. Good.
- Marcus BellWhile I'm here, how are you finding support generally? Response times, the people you deal with? Because it's on Growth, so you should be getting a quick first response on anything urgent. If it's ever felt slow, I want to hear it from you rather than read it in a survey.
- Rebecca AinsworthNo, no complaints. Honestly it's one of the quieter things I manage. Which is the best compliment I can give a system.
- Marcus BellI'll take that. I'll pass it on.
- Rebecca AinsworthCan I ask about the dashboards? Somebody in underwriting mentioned them to me last week. They said they'd seen what another team had built and wondered if they could have one for referrals.
- Marcus BellYes, that's included with Growth, the dashboards builder. Let me show you what's been built so far on your account. Hang on. Here. There are a few. Mostly member services ones, so renewals coming up and recent contact. Nothing from underwriting yet, that I can see.
- Rebecca AinsworthSo it'd be a new one. Who would build it? Would they need someone technical?
- Marcus BellNot necessarily. If they know what they want to see, a competent analyst can put one together in an afternoon. If they'd rather, I can sit with whoever it is for a session and we'll build the first one together. Then it's theirs.
- Rebecca AinsworthI like that. That could be the way in with underwriting, and then claims might follow. Rather than me going round with a clipboard saying please use it.
- Marcus BellExactly. Start with something they actually want. Who's the person in underwriting? Is that someone I should be emailing, or should it come through you?
- Rebecca AinsworthThrough me first. I'll introduce you once I've spoken to them. I don't want you cold-calling my colleagues, no offence.
- Marcus BellNone taken. I'd do the same.
- Rebecca AinsworthNow, you said something about the contract.
- Marcus BellYes. Nothing dramatic, I promise. You came on with us on Wednesday 17 January 2024, on Growth, on a two-year term. And the term runs through to 16 Jan 2028, with the renewal falling on 17 Jan 2028. So there's a long way to go.
- Rebecca AinsworthHang on, that's not right, is it? Two years from January 2024 would be January 2026. Or have I lost a year?
- Marcus BellFair challenge. What I have on my screen is the contract end of 16 Jan 2028, and the renewal on 17 Jan 2028. It looks to me as though the term has been extended or renewed since you started, which would explain it. But I don't want to guess in front of you. Let me check the order form and confirm properly.
- Rebecca AinsworthYes, please do. I'd hate for us to be arguing about dates two years from now. And to be clear, I don't agree terms on my own anyway. If anything changed, it goes through Malcolm here, so I'd need it in writing for him.
- Marcus BellUnderstood, and that's sensible. The order form is what counts, not what's on my screen. I'll send you the dates as the executed copy has them, in an email today or tomorrow.
- Rebecca AinsworthThank you. And the money? Just so I've got it straight.
- Marcus BellIt's £58,000 a year. That's what's on the order form and it's what has been invoiced, so those two agree. And nothing is overdue on the accounts side, you've been bang on time.
- Rebecca AinsworthOur finance people are fierce about that. They'd say it's the least a mutual can do.
- Marcus BellHa. We appreciate it, they're the easy kind of customer to have. I'd only add that I'm not here to talk price. If you ever want to discuss it, that's Tom Ashdown, he's your account owner. I'm on the adoption side.
- Rebecca AinsworthUnderstood. I'm not asking, I just like to know what we're paying for.
- Marcus BellWhich is a good segue, actually. And here's where I'm a bit candid. Eighty licensed users, about twenty actually active. When it gets round to a renewal conversation, someone like your finance people will ask what the mutual is getting for £58,000. I'd like us to have a good answer, a proper one, with the claims and underwriting teams in it.
- Rebecca AinsworthYes. That's fair. And I'd rather we had that answer long before anyone asks. Is that what the QBR is for?
- Marcus BellThat's the idea. Growth comes with a quarterly review, and I'd like the next one to be less about my graphs and more about what your teams say they get out of it. Maybe a few stories like the village school one. Would you be willing to bring one or two people from other teams?
- Rebecca AinsworthI could ask. Probably someone from underwriting, if the dashboard happens. Claims, we'll see. I won't promise anyone.
- Marcus BellNo, that's fine. Don't promise. Just ask.
- Rebecca AinsworthWhat does the member see in all of this, though? That's what I keep coming back to. Our job isn't to use a clever tool. It's that a member rings and doesn't feel like a number.
- Marcus BellAgreed. And I think that's the value case, really. Not how many logins, but whether the person on the phone already knows the story. If we can capture a few of those examples, even just written down in a shared note, that's worth more than any usage chart.
- Rebecca AinsworthI can do that. The school one I'll write up properly, without names. I'd want Malcolm to see it before it goes anywhere outside Kelbrook.
- Marcus BellOf course. It stays with you unless you say otherwise.
- Rebecca AinsworthGood. Now, can I ask something slightly different? About the connectors. We've been talking, loosely, about whether we'd ever want more systems feeding in. Not now. Just whether it's a big thing.
- Marcus BellIt depends what and how many. Growth has a ceiling on connectors, and I can check where you sit against it. There are ways to add more if you need them. But before anyone costs anything, I'd ask what question the new data would answer. Is there a particular one?
- Rebecca AinsworthNothing firm. Somebody in claims said it'd be useful to see more of the correspondence with solicitors and assessors. I've no idea how that's stored. I'd be guessing.
- Marcus BellRight. Then that's a conversation for the claims session, if it happens. We'd see where that stuff lives, and whether it's something we can connect. I won't promise anything until I've looked, and I'd have to talk to our engineers about it. But it's a reasonable thing to ask.
- Rebecca AinsworthThat's all I wanted. Thanks.
- Marcus BellLet me check I've got the actions. First, you'll sound out the head of claims about a short session, and I'll be ready to run it. Second, you'll talk to underwriting about the referrals dashboard and introduce me, and we'll build the first one together. Third, you'll look at that high priority ticket with the helpline team and tell me if anything's still open.
- Rebecca AinsworthAnd you're confirming the contract dates from the order form.
- Marcus BellYes, that's mine. In an email, today or tomorrow. And I'll send the usage numbers as a short note too, so you've got something to forward if you need to. I'll keep it plain, no jargon.
- Rebecca AinsworthBullet points, please. You're good at those.
- Marcus BellHa, I know. It's a weakness. Bullets it is.
- Rebecca AinsworthCan I raise one more thing while we've got time? It's a bit off topic. New starters. We're taking on a few in member services over the coming months and I want them to be using B-Viz from the first week. Is there anything for that? Some sort of getting-started thing?
- Marcus BellThere is, a short walkthrough I can run, or a recording if you'd rather they do it in their own time. Honestly a live one is better for the first cohort, because they ask questions you'd never think of. I can fit one in around when they start. Just tell me when.
- Rebecca AinsworthI'll let you know the dates once HR confirms them. It's still moving.
- Marcus BellNo problem. Whenever you've got them.
- Rebecca AinsworthAnd will you be the one doing it? Or someone else from your side?
- Marcus BellMe, most likely. I'm up in Manchester, so it'd be a video call unless there's a reason to travel. If you wanted a day with the team in person, that's an add-on, an on-site training day. But I don't think you need that yet. Let's see how the video one goes.
- Rebecca AinsworthVideo's fine. People here are used to it by now.
- Marcus BellGood. Anything else on your side? Anything bugging you about the product itself, even small stuff?
- Rebecca AinsworthSmall stuff. The search sometimes brings back an old note before the recent one. One of the relationship managers mentioned it. It isn't a disaster, they just scroll down.
- Marcus BellOkay. That's useful. I'll log it as feedback and ask the product people how the ordering works. I can't tell you whether it'll change, or when, I'd be making it up. But I'll make sure it's written down properly and I'll come back to you with what they say.
- Rebecca AinsworthThat's all I ask. Honestly.
- Marcus BellRight. Then I think we're nearly there. Is there anything you'd like me to bring to the next quarterly review? Something specific you want to see?
- Rebecca AinsworthQuestions asked, broken down by team, if you can. So I can see where the gaps are without having to ask you. And whatever you find about the old notes thing.
- Marcus BellDone. By team, and the search point. Shall we book it now, while we're both here? Shall we say a few weeks out? I'll put something in your diary and you can move it if it clashes.
- Rebecca AinsworthYes, send an invite. Try not to put it on a Monday, that's when the helpline is flat out.
- Marcus BellNot a Monday. Noted. Probably a Wednesday or Thursday.
- Rebecca AinsworthPerfect.
- Marcus BellOne last thing from me, and then I'll let you go to your claims call. I know I've gone on about the eighty seats and the twenty or so active ones. I don't want it to sound like a telling-off. You've got a champion's job here and the numbers are going the right way. I just want to make it easy for you to show the rest of Kelbrook what you already see.
- Rebecca AinsworthI didn't take it as a telling-off. It's useful to hear it straight. I'd rather you were honest than polite.
- Marcus BellGood. Then we're on the same page.
- Rebecca AinsworthWe are. Though I'm going to be late for claims now, so I'm going to be a bit unpopular.
- Marcus BellHa, then you can tell them it was my fault. And maybe soften them up for the session while you're at it.
- Rebecca AinsworthI might. Right. Thanks, Marcus. Send me those dates, and I'll come back on the ticket and the claims question.
- Marcus BellWill do. Thanks, Rebecca. Speak soon.
- Rebecca AinsworthSpeak soon. Bye for now.
- Marcus BellBye.
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