Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 1 May 2026 10:15
Kelbrook's usage is flat at just under twenty active users against eighty licences, with no tickets and no sign of payment issues. Rebecca Ainsworth wants concrete value for her board and a session for underwriting.
What was said
What this says
As at Fri 9 Oct 2026Kelbrook's usage is flat at just under twenty active users against eighty licences, with no tickets and no sign of payment issues. Rebecca Ainsworth wants concrete value for her board and a session for underwriting.
What happened: Marcus Bell reviewed usage with Rebecca Ainsworth. Active users average just under twenty out of eighty, much the same as the quarter before, and a handful of people ask a large share of the questions, probably including Rebecca.
Customer view: relationship managers and claims use it heavily, while underwriting went back to old spreadsheets. Rebecca said a couple of board members have asked what Kelbrook is getting out of it.
Commercial: this is a value case, not a money problem. The contract is Growth at £58k a year, matched by invoices, in a two-year term running to 16 Jan 2028. Marcus will check whether a complaints use fits the current connectors.
Watch: a helpline colleague thought a phone note looked old. Marcus put it down to timing, but asked for the time to be noted if it recurs so he can check the refresh log.
Themes
As at Fri 9 Oct 2026Theme
Flat usage, value case
Importance
neutral
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 sends the usage summary in a board-friendly form, plus slots for a thirty-minute underwriting session.
- Marcus Bell checks whether the complaints use fits the current connectors and reports back to Rebecca Ainsworth.
- Rebecca Ainsworth asks claims who might attend and sends the date of the monthly member services meeting.
Risks
As at Fri 9 Oct 2026- Usage is flat at just under twenty of eighty licensed users, with underwriting largely inactive.
- A few people ask a large share of the questions, which is a key-person risk.
- Board members are asking what Kelbrook gets from the investment, and no measured benefit exists yet.
Opportunities
As at Fri 9 Oct 2026- A dashboards builder session for team leaders could be an easy first win within the Growth plan.
- Using B-Viz for complaints handling may need a connector check, and Marcus believes there is room in the Growth allowance.
Transcript
Marcus BellMorning, Rebecca. Can you hear me all right? I've got a new headset today and I'm not sure about it.
Rebecca AinsworthLoud and clear. Morning, Marcus. Sorry, I'm just getting my camera to behave. There we are.- Marcus BellNo rush. Happy Friday, and a bank holiday weekend coming, so I'm guessing nobody's very focused.
- Rebecca AinsworthHa, you'd be surprised. Actually, can I tell you something from this week before we start? A member rang on Tuesday, a church treasurer, and the relationship manager who picked it up already had the claims history and the last two calls in front of her. The treasurer said, and I wrote this down, 'oh, you actually know us.' That's the whole point, isn't it?
- Marcus BellThat's lovely to hear. That's exactly what it's meant to do. Let's not make them tell us twice, as you say.
- Rebecca AinsworthWell, quite. Anyway. What have you got for me?
- Marcus BellRight, I'll share my screen, hang on. Can you see the usage summary? Good. So what I want to cover today is three things. First, a quick look at how the team's using B-Viz since the last time we spoke. Second, anything that's bothering you or your colleagues, because I've not seen any tickets, which is either very good or very quiet. And third, what you'd like to get out of the rest of the year. Does that work? I've kept it to about thirty minutes.
- Rebecca AinsworthThat works. Go on.
- Marcus BellI've pulled the numbers. So you're on Growth, eighty licensed users, contracted at £58k a year, and that's matched by what finance has invoiced, so nothing odd on the paperwork side. You're in the first half of a two-year term, which runs to 16 Jan 2028, so there's a good while before we have to talk about renewal.
- Rebecca AinsworthGood, I'd rather not think about that yet.
- Marcus BellFair enough. On usage, the average number of people active in a month is just under twenty. And that's pretty much the same as the quarter before. Flat, really.
- Rebecca AinsworthMm. Just under twenty out of eighty.
- Marcus BellYeah. I'm not saying that's bad, I want to be careful. It's steady, nobody's drifted off. But there's headroom, and I'd like to understand it with you rather than guess.
- Rebecca AinsworthNo, that's fair. I can probably tell you where the twenty are. It's mostly my lot. Member services, the relationship managers, the helpline team leaders. They use it every day, before every renewal conversation. Underwriting dipped in and out at the start and then, I think, went back to their old spreadsheets. And claims, well, claims have been flat out.
- Marcus BellRight. That fits what I can see. The questions are coming from a fairly small group, and when I look at who's asking, a handful of people are doing a big share of it. Is one of them you?
- Rebecca AinsworthProbably. I do ask it a lot. I use it for the stories, you know, what's the pattern across the schools we cover, who's had two claims in a year and a complaint. Is that a problem, me being one of the main ones?
- Marcus BellNot a problem, just something I'd like to spread out. If the value depends on a few people, then it's a bit fragile. If you were off for three weeks, would the relationship managers still be asking?
- Rebecca AinsworthThe relationship managers would, yes. They don't need me. It's the other teams I'd worry about, they'd never start.
- Marcus BellThat's useful. Okay, so can I ask a bit about underwriting? What do they do before a renewal quote at the moment?
- Rebecca AinsworthHonestly, they pull a report from the policy system, then someone emails claims to ask about anything recent, and then they wait. It can take a couple of days. And what does the member see in the meantime? Nothing. They just get the quote late, or a quote that doesn't reflect something we already knew.
- Marcus BellRight, and that's exactly what the layer could do for them. The policies, the claims and the call notes all sit together, so an underwriter could ask one question and see it. Did anyone show them that on their own data, or was it more the general walkthrough?
- Rebecca AinsworthI think it was general. We did a session in the first few weeks and I'm not sure all of them came. A few were off, and then it fell off the radar.
- Marcus BellThat's really common, to be fair. People get the first session and then the day job takes over. So here's what I'd suggest, and tell me if it's daft. I run a short session just for underwriting, built on the sort of questions they'd ask at renewal. Real examples from your book. And then the same for claims, but separately, because their questions are different.
- Rebecca AinsworthI like that. Underwriting I think would come. Claims, I'd need to ask. They're stretched, and I don't want to be the person who adds another meeting.
- Marcus BellUnderstood. Keep it small. Thirty minutes, one or two people to start with. Not the whole team.
- Rebecca AinsworthThirty minutes I can sell. An hour, I can't.
- Marcus BellThirty it is, then.
- Rebecca AinsworthCan I ask something else? Is that the whole picture on the numbers? Because I always worry a flat line is hiding something.
- Marcus BellGood question. Let me scroll. The data's refreshing every night, the sources are all loading, and nothing's gone stale that I can see. No tickets in the last month, and none flagged as high priority. The invoices are all paid on time. So the flat line is just that, people using it at the same rate. I'd rather say that plainly than dress it up.
- Rebecca AinsworthGood. I appreciate that. Some suppliers would tell me it's wonderful.
- Marcus BellHa. It's decent. It could be better, and that's the bit I'd like to work on with you.
- Rebecca AinsworthRight. Tell me about the dashboards, actually. I know Growth has the builder. We've hardly touched it. I keep thinking it's something I should ask for and then I forget.
- Marcus BellYeah, it's in your plan, so there's nothing extra to pay. A few customers use it for a single view per team. Say, for member services, open renewals this quarter with recent claims and the last contact alongside. Then the team lead looks at that on a Monday rather than going and asking someone to pull it.
- Rebecca AinsworthOh, my team leaders would love that. At the moment I get a spreadsheet emailed to me, and it's usually out of date by Wednesday.
- Marcus BellThen that might be the easiest first win. Could we do that in the same session? Or a separate one? I don't want to cram it.
- Rebecca AinsworthSeparate, I think. I'd want to be in the room for that one, because I know what the team leaders actually look at.
- Marcus BellPerfect. I'll put a sketch together first so you're reacting to something rather than a blank page.
- Rebecca AinsworthLovely. Now, the other thing on my mind. We've had a few conversations internally about whether we should use it for complaints. Not to decide outcomes, we'd never do that, just so whoever handles a complaint can see the member's history straight away. Is that sensible?
- Marcus BellIt's a very sensible use. Same data, different question. The thing I'd check is whether the complaints system is already one of your connected sources, because if it isn't, that's a conversation about connectors. You've got room within the Growth allowance, I believe, but let me confirm that rather than say it from memory.
- Rebecca AinsworthOkay. And if it needs something extra, I'd have to go to the people who sign things off. I can't agree anything on my own.
- Marcus BellOf course. And to be clear, price isn't my side of it anyway. If it came to that, I'd bring in Tom, he's your account owner, and he'd go through it properly. But I don't think we're there. Let me check the connector count first.
- Rebecca AinsworthGood. Tom was lovely when we signed, by the way. Please say hello.
- Marcus BellWill do. He'll be pleased you said that.
- Rebecca AinsworthRight. Is there anything about the product itself I should know? Anything changing? I hate being surprised.
- Marcus BellNothing that touches you at the moment that I'm aware of. If something does, I'll tell you before it lands, not after. I can't promise dates on anything engineering-wise, that's not mine to promise, but I'll always flag it.
- Rebecca AinsworthThat's all I ask.
- Marcus BellOkay. Let me see if I've missed anything. You said the relationship managers are your strongest users, underwriting drifted, claims are busy. Anything about the helpline side? Because you came up through there, I'd imagine you care.
- Rebecca AinsworthI do, a lot. The helpline team uses it mostly for lookups. A member rings, they find the policy and the last conversation. It's quick. What I'd like is for them to be able to see, I don't know, a note that says this member is a church with a building project, so be careful what you say about the cover. But that comes from the relationship managers, so it's more a habit than a feature.
- Marcus BellYeah. That sounds like a habit thing. If the notes are being written, the helpline side can read them. Is it the writing that's patchy?
- Rebecca AinsworthA bit. Some relationship managers write beautiful notes and some write three words. I'm working on that. It's a culture thing, really.
- Marcus BellWell, I can show them how the notes come through when someone asks a question. Sometimes seeing your own note come back to a colleague is what makes people write better ones.
- Rebecca AinsworthHa, that's clever. Yes, do that. Maybe in the team meeting, if you can join for ten minutes.
- Marcus BellHappy to jump on. Just tell me which meeting and I'll get it in the diary.
- Rebecca AinsworthI'll send you the date. It's the monthly one, so there's always another along.
- Marcus BellGreat. So let me read back what I think we've agreed, and you tell me if I've got it wrong. One. I send you the usage summary in writing, the one on my screen, so you've got it to hand. Two. I set up a thirty-minute session for underwriting using real renewal examples, and you help me find who should come. Three. We do a separate session on the dashboards builder, with a sketch from me beforehand, and you bring a team leader or two. Four. I check whether the complaints use fits inside your current connectors and come back to you. Five. I join your monthly member services meeting for a short slot on notes.
- Rebecca AinsworthThat's about right. Add one for me: I ask claims who might come. I'll find out next week and tell you.
- Marcus BellPerfect. So that's yours, and the rest are mine.
- Rebecca AinsworthCan I be cheeky and ask about the one thing that has niggled me? The refresh. It runs overnight, doesn't it? Someone on the helpline said on Monday that something looked old. I didn't want to raise a ticket because I wasn't sure it was real.
- Marcus BellAh, okay. Please do raise things like that, even if you're not sure. Nobody minds. What did they see, do you know?
- Rebecca AinsworthA phone note from the previous afternoon wasn't there first thing. By ten it was.
- Marcus BellThat may well be timing. The overnight run is meant to be finished by seven on a working day. If someone checked before that, or there was a call logged late in the day, it could have just missed the cut. I'm not dismissing it, though. If it happens again, tell the person and have them jot down the time they looked, and I'll look at the refresh log for that morning.
- Rebecca AinsworthI'll do that. Thank you. I'd rather ask than assume.
- Marcus BellAlways. And honestly, no tickets in a month isn't something I'd want to take as a sign that everything's perfect. I'd rather hear the small stuff.
- Rebecca AinsworthUnderstood. I'll tell everyone to shout.
- Marcus BellBrilliant. Okay, I've been talking at you a lot. Is there anything I haven't asked that you wanted to raise?
- Rebecca AinsworthOne thing. A couple of people on the board have asked what we're getting out of this. Not in a hostile way. They're just curious, because it's an investment for a mutual, and we answer to members. I'd like to be able to say something concrete, other than a nice story about a church treasurer.
- Marcus BellThat's a fair thing to want. The stories are real, but yes, you need more than that. What would they find convincing? Time saved? Fewer repeat calls? Faster quotes?
- Rebecca AinsworthFaster quotes, honestly, and fewer members being asked the same thing twice. If I could put two sentences on a page, I'd be happy.
- Marcus BellOkay. I can't invent a number for you and I wouldn't. What I can do is show you what B-Viz can measure, like questions asked by team and over time, and then we work out together how to capture the before and after on quote turnaround. That part would need someone in underwriting to give us the baseline.
- Rebecca AinsworthWhich is another reason to get underwriting in the room.
- Marcus BellExactly. It all links up. So the underwriting session does two jobs.
- Rebecca AinsworthI'll make sure the right person comes. There's a senior underwriter who's sceptical of everything, which is probably the person to have.
- Marcus BellI like the sceptics. They ask the best questions.
- Rebecca AinsworthOh, he'll ask. You'll regret it.
- Marcus BellHa, bring it on. I'll prepare properly.
- Rebecca AinsworthRight. Timing. When do you want to do all this? I'm thinking after the bank holiday, but the first week back is always mad.
- Marcus BellLet's not rush. How about I send you a couple of slots for the underwriting one in the second week back, and you pick one? The dashboards one can follow a week or so after.
- Rebecca AinsworthThat's sensible. Send them over and I'll move things around.
- Marcus BellWill do, today or Monday at the latest. And then I'll do a proper catch-up with you again before the end of the quarter, once we've seen whether the numbers shift.
- Rebecca AinsworthGood. I'll tell the team leaders about the dashboard idea in the meantime, so they start thinking about what they'd put on it.
- Marcus BellThat would help a lot. Even a rough list on a scrap of paper is fine. Three or four things they look at every Monday.
- Rebecca AinsworthI'll get them to write it down. Right, I think we're done, aren't we? That was quicker than the thirty minutes.
- Marcus BellIt was, a bit. I'd rather end early than pad it out. Anything else, anything at all?
- Rebecca AinsworthNo, I don't think so. Oh, actually, yes. Could you send me that usage summary in a form I can show the board, if I need to? Not the raw thing. Something a bit gentler.
- Marcus BellOf course. I'll keep it plain: who's using it, how the questions have gone, what's connected. And I'll leave out anything that needs explaining on a call. If you want to add your own commentary, you can.
- Rebecca AinsworthPerfect. Thank you, Marcus. You're one of the few people who rings and doesn't try to sell me something.
- Marcus BellThat's kind. I'd just like it to be useful. Right, I'll stop sharing. Have a good weekend, and enjoy the long one.
- Rebecca AinsworthYou too. Speak soon. Bye now.
- Marcus BellCheers, Rebecca. Bye.
Callsmade from