Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 29 May 2026 11:30
Rebecca Ainsworth is happy with member-view use and had no tickets, but only about a quarter of 80 seats are active and she cannot put a value on it. Marcus Bell agreed five follow-ups.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth is happy with member-view use and had no tickets, but only about a quarter of 80 seats are active and she cannot put a value on it. Marcus Bell agreed five follow-ups.
What happened: Marcus Bell reviewed usage with Rebecca Ainsworth on the 29 May 2026 check-in. Just under twenty of eighty licensed users are active on a given day, slightly down on the previous quarter.
Customer view: Rebecca values the member page and told a story of a school governor's secretary who did not have to repeat herself. Underwriting use is patchy and claims still rely on a spreadsheet.
Commercial: Rebecca said she could not put a number against the value, and asked whether 80 seats would look silly to finance. Marcus called it headroom and passed the seats question to Tom Ashdown; any terms go through her director.
Watch: Planned IT changes to policy document storage could break a connector. The term runs to 16 Jan 2028, with renewal on 17 Jan 2028.
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 book 30 minutes with a claims team leader once Rebecca names the report.
- Marcus to draft a one-page usage summary for Rebecca to edit before the next quarterly review.
- Marcus to copy Tom Ashdown on the seats question and pass the scrolling feedback to product.
Risks
As at Fri 9 Oct 2026- Only about a quarter of the 80 Growth seats are active, and finance may question the licence size.
- Rebecca cannot yet put a value on B-Viz for her director ahead of the 17 Jan 2028 renewal.
- A possible change to policy document storage could break a connector.
Opportunities
As at Fri 9 Oct 2026- Rebuild one weekly claims report in the dashboards builder to replace the spreadsheet.
- Run a short underwriting session led by the underwriter who already uses it well.
- A one-page value summary and new-starter page can deepen adoption.
Transcript
Marcus BellHello Rebecca, can you hear me alright? I think I'm coming through a bit quiet on my side.
Rebecca AinsworthHi Marcus, yes, loud and clear. Morning. Sorry, I'm just getting the camera to behave, give me one second. There. Hello.- Marcus BellNo rush at all. Nice to see you. It's actually dry in Manchester, which feels like something I should say out loud in case it changes before lunch.
- Rebecca AinsworthLeeds is the same, grey but dry, I'll take it. Can I start with something from this week before we get into your numbers? It's the sort of thing that's why we bought the tool in the first place.
- Marcus BellPlease, yes. Go on.
- Rebecca AinsworthSo a lady rang on Tuesday, she's the secretary to the governors at a primary school, one of our longest standing members. Their minibus is up for renewal and she was a bit anxious because they'd had a small claim on the building last year and she thought it might have changed things. One of our relationship managers took the call, and she had the policies, the claim and the notes from the last two calls all on one page before the lady had finished her first sentence. She didn't have to ask her to repeat any of it. And the lady said, afterwards, it felt like someone actually knew the school. That's what I mean. Let's not make them tell us twice.
- Marcus BellThat's a good one. That's exactly the use I was hoping you'd see when we set it up. Did she find that through search or through the member page?
- Rebecca AinsworthThe member page, I think. She tends to start there and then ask a question underneath if she needs to. I'd have to check with her.
- Marcus BellFair enough. Right, so what I wanted to cover today, and I'll share my screen in a second, is just three things. How usage has looked since we last spoke, whether anything's getting in your way, and then what you'd like from us over the next few months. Nothing heavy. Is that alright for you?
- Rebecca AinsworthThat's fine. I've got until about midday, so we're alright.
- Marcus BellPerfect. Okay, can you see that? It's the usage view for Kelbrook. Let me make it bigger. Is that readable?
- Rebecca AinsworthYes, that's fine. A bit small at the bottom but I can see the top.
- Marcus BellI've pulled the numbers for the last thirty days and compared them with the quarter before. So you've got eighty licensed users on the Growth plan. In the last thirty days, on average, just under twenty of them are active on a given day. That's a touch lower than the previous quarter, a few percent, nothing dramatic, but I wanted you to see it rather than me just tell you.
- Rebecca AinsworthMm. So about a quarter of the seats.
- Marcus BellRoughly, yes. Now, I wouldn't read that as bad on its own. A lot of customers with a licence that size have a core group who use it every day and a wider group who dip in. What I'm looking at is who the core group is and whether that's changing.
- Rebecca AinsworthRight. Well, I can probably guess some of it. It'll be my relationship managers, and a few of the claims handlers. Underwriting is a bit more patchy, to be honest. They're brilliant when they use it but it's not part of their morning yet.
- Marcus BellThat matches what I'm seeing. Questions asked are healthy, and they're spread across several people, which is good. It isn't one person doing most of the asking. The member services team is the biggest block, then claims, then a smaller handful from underwriting.
- Rebecca AinsworthOkay. That's reassuring, actually. I worry sometimes it's just me and two or three others who are asking.
- Marcus BellNo, it's wider than that. You're still one of the busiest, I won't pretend otherwise, but it isn't just you.
- Rebecca AinsworthHa, fair. I did wonder if the dip was people being on leave. We've had a lot of half term and bank holiday gaps recently.
- Marcus BellIt could easily be part of it. I can't say for certain from here. What I can say is the data is current, the nightly refresh has been landing on time, and the connectors are all loading, so it isn't a case of people leaving because it's showing old information.
- Rebecca AinsworthGood. And that's the thing I'd have heard about, isn't it. If it were stale, someone would have said.
- Marcus BellYou'd hope so, yes. And you've had no tickets at all in the last month, none, high priority or otherwise. Which I take as a good sign, though I also like to ask, just in case it's silence because people have stopped bothering.
- Rebecca AinsworthNo, I don't think so. If something annoys the team they tell me quite loudly. They've just not had anything to complain about. Is that the whole picture, though? Because it doesn't feel like we've pushed it very far.
- Marcus BellThat's a fair thing to ask, and I'd say no, it isn't the whole picture. You're getting good use out of the member view. The area I'd like to talk about is the rest of the licence, and the dashboards.
- Rebecca AinsworthThe dashboards. Go on.
- Marcus BellSo on Growth you've got the dashboards builder. Someone on your side has built a few, I can see them here, but they're mostly the early ones from when we onboarded. Not many new ones in the past few months. Do you know if anyone is using them day to day?
- Rebecca AinsworthI know I look at the renewals one on a Monday. Beyond that I couldn't tell you. I think the claims side built their own spreadsheet and carried on with that, if I'm honest. Old habits.
- Marcus BellYeah, that happens a lot. The spreadsheet is familiar and it's already in the meeting. One thing that's worked with other customers is picking a single report that the team already produces by hand every week and rebuilding that one in the dashboards builder. Not everything, just one. Then the spreadsheet stops being needed for that meeting.
- Rebecca AinsworthI like that. Something small. If I say to them, build everything, they'll nod and nothing will happen.
- Marcus BellRight. And I'm happy to jump on a call with whoever on the claims side would own it. Shall we book thirty minutes for that, maybe in the next couple of weeks?
- Rebecca AinsworthYes, please. I think the person you want is one of the claims team leaders. I'll ask her which report is the most annoying and come back to you.
- Marcus BellPerfect, that's the right question. The most annoying one is usually the one worth doing.
- Rebecca AinsworthHa, yes. Probably the one where they merge the claim notes with the call history by hand. What does the member see, in the end? Nothing, because we're too busy stitching it together. Hmm.
- Marcus BellWhich is the thing B-Viz should be doing for them. Okay. I'll make a note. Can I move on to underwriting for a minute?
- Rebecca AinsworthPlease.
- Marcus BellYou said it's patchy. From the usage, underwriting has a handful of people who ask questions regularly and a larger group who've logged in, I'd guess, once or twice. When you originally bought this, one of the big reasons was getting underwriting to see the claims and the calls alongside the policy. Do you feel they're getting that?
- Rebecca AinsworthSome of them are. There's one underwriter who's really taken to it, she looks up the history of a church or a charity before she prices the renewal and she says it's changed how she talks to the broker. But the rest, no. I think they don't quite know what to ask it. They treat it like a search box and it's more than that.
- Marcus BellThat's really common, actually. People type a name and get a result and think that's all it does. The trick is showing them questions that a colleague has asked, and the answers. Real examples from their own world.
- Rebecca AinsworthCould you do a session for them? Like a short one. Twenty, thirty minutes, using our own members and not some made up example.
- Marcus BellYes, I can. That's a training session and it's part of what you've got, so there's nothing to sort out on the commercial side. I'd want your underwriter, the one who's taken to it, to show one or two of her own questions. It lands better coming from a colleague than from me.
- Rebecca AinsworthShe'd probably enjoy that. She'll go a bit red but she'll do it.
- Marcus BellHa. Lovely. So I'll write that down as two things: a working session on one claims report, and a short underwriting session. Does that sound right?
- Rebecca AinsworthThat's right. Can I ask, are the other mutuals you work with doing anything similar? I'm always curious what people do with it.
- Marcus BellI can't talk about other customers by name, you'd expect that, but in general the ones who get the most out of it pick a few questions that matter to the business and make them routine. Something every Monday, something before every renewal conversation. It becomes part of the rhythm rather than an extra thing to remember.
- Rebecca AinsworthBefore every renewal conversation. Well, we do that already in member services, that's the whole point. So it's more about getting the others into the same habit.
- Marcus BellExactly. And you're the best placed person to say what that habit looks like, because you've already built it.
- Rebecca AinsworthI suppose I have. Right, what else have you got for me? I'm conscious I've done a lot of talking.
- Marcus BellNo, that's what this is for. Let me flip to the contract view for a moment, just so we're looking at the same thing. You're on Growth, eighty users, and the annual value is £58,000. The invoices match the order form, nothing is overdue, and the term runs to 16 Jan 2028.
- Rebecca AinsworthYes, that matches what I have. Finance haven't raised anything with me, and I'd know, they'd be knocking on my door.
- Marcus BellGood. So renewal is a way off, and I'm not here to talk about it. The only reason I mention it is that the renewal date is 17 Jan 2028 and I'd like us to get to it with a clear story of what Kelbrook has got out of this. If there's one thing I'd want from the next year and a half, it's that.
- Rebecca AinsworthA clear story. Yes. Because one of the things I'll be asked, at some point, is what it's worth. And right now I can tell the member story, I can tell the school and the minibus, but I couldn't put a number against it. Not honestly.
- Marcus BellThat's useful to hear, and I think it's the right worry. We can't promise to hand you a perfect number, but we can build you a short summary of how it's being used and what it replaces. Time not spent reconciling things by hand, that sort of angle. Would you want that before the next quarterly review?
- Rebecca AinsworthI would, yes. Not too clever. Something I can put in front of my director without having to explain it for twenty minutes.
- Marcus BellUnderstood. Plain, one page if I can. I'll draft it and send it to you first so you can tell me whether it sounds like Kelbrook.
- Rebecca AinsworthLovely. I'd rather it was my words than yours, no offence.
- Marcus BellNone taken, ha. That's the right way round.
- Rebecca AinsworthCan I ask about the seats? Eighty feels like a lot when only about twenty are active. Is that going to look silly when someone from finance goes through the list?
- Marcus BellIt's a reasonable thing to ask. I'd say it's headroom more than waste, you've got room for teams who haven't started yet. But I won't tell you what to do with the licence on this call, and anything to do with the commercial side is really a conversation with Tom, who looks after the account. What I can do is get you the facts on who's logged in and who hasn't so that conversation, if it ever happens, is grounded.
- Rebecca AinsworthThat's fair. I'm not asking to change anything. I just don't want to be surprised. And anything on terms goes through my director anyway, so I couldn't agree to it on the spot even if you wanted me to.
- Marcus BellNo, understood, and I wasn't going to. I'll make sure Tom knows you've asked and he can get in touch when it suits you.
- Rebecca AinsworthThank you. Right, a different thing. Connectors. Is anything likely to change on our side that I should be telling you about?
- Marcus BellGood question. Are you planning to change any of the systems that feed in? The CRM, the helpdesk, the call recorder, anything like that. That's the thing that most often breaks a connector, someone upgrades or swaps something and nobody tells us.
- Rebecca AinsworthThere's talk of tidying up how we store policy documents. I think IT are looking at it but nothing's decided. I'll find out who's leading it and ask them to copy you in.
- Marcus BellThat'd be perfect. Even a heads up a few weeks beforehand is enough for us to check the connection and make sure nothing drops out. I'm not able to promise anything about timings on our side until I've seen what's changing, but I'll always tell you straight.
- Rebecca AinsworthThat's all I'd ask. Straight is good.
- Marcus BellOkay. Is there anything on the product itself? Anything you've wanted it to do and found it doesn't, or something clunky?
- Rebecca AinsworthHmm. One small thing. When a relationship manager opens a member, the calls are in there, but they have to scroll quite a way to find the most recent one. They've said it a few times. It's not a big deal, just a bit fiddly.
- Marcus BellRight, I'll note that down and pass it to the product team as feedback. I can't tell you when or whether anything will change, I don't want to promise something I don't control, but they do read it. In the meantime, there's a search within the member page that jumps to the latest call. I'll show you now, hang on.
- Rebecca AinsworthOh, go on then.
- Marcus BellSo if I open one of your test members, and I type the word latest into the box here, up at the top, there. You see? It brings the most recent call to the top of the list.
- Rebecca AinsworthOh, that's a good one. Nobody knew that. Say that again, what did you type?
- Marcus BellJust the word latest, followed by calls, in that box. It's a small trick. I'll put it in the note I send afterwards so you can pass it round.
- Rebecca AinsworthPlease do. That alone will make a couple of people happy. They'll think I've fixed it myself, and I'll let them.
- Marcus BellHa, take the credit. Okay. Anything else on the tool before I summarise what I've got?
- Rebecca AinsworthI don't think so. Oh, actually, one more. We have new starters in claims joining over the summer. Can they get access easily, and is there anything for them to read?
- Marcus BellYes. You've got plenty of seats, so it's just a case of your admin adding them. And I can put together a short getting started page for new joiners, using your own terms. If you send me what your team calls things, I'll use the same words. I find that helps more than anything generic.
- Rebecca AinsworthThat would be brilliant. I'll send you a few of our odd phrases. We've got a lot of them, I'm afraid. Insurance people.
- Marcus BellHa, I'm sure. Right, let me read back what I've got. One, I book thirty minutes with the claims team leader to rebuild one weekly report in the dashboards builder, once you've told me which report. Two, a short session for underwriting with your colleague showing her own questions. Three, a one page summary of how Kelbrook is using it, drafted for you to edit. Four, a getting started page for the summer joiners. Five, I pass the scrolling feedback to product and tell Tom you'd like the user numbers. And you'll let me know if IT change how documents are stored. Is that everything?
- Rebecca AinsworthThat's everything. It's a lot, but it all makes sense. I'll let you know which report by the end of next week, and I'll ask the underwriter whether she's happy to do the session before I promise her.
- Marcus BellPerfect. No pressure on the dates. I'd rather we did a couple of things properly than all of them quickly.
- Rebecca AinsworthAgreed. Honestly, this has been useful. I came in thinking you were going to tell me the numbers were bad and we'd have to have a difficult conversation.
- Marcus BellNo, nothing like that. It's steady. The aim is to make it more useful, not to chase anyone. And if I thought something was wrong I'd say so, plainly, you wouldn't have to guess.
- Rebecca AinsworthI know. That's why I like working with you. You don't dress things up.
- Marcus BellCheers, that's kind. Just plain, I think, is the best I can manage. Ha.
- Rebecca AinsworthOh, before I forget. The school story from the start. Would it be alright if I used it, without the name of course, in the summary you're writing? It's exactly the kind of thing I'd want in front of my director.
- Marcus BellOf course. It's your story, and it's the best one in there. If you can send me a couple of lines on what happened I'll fold it in as it is, in your words.
- Rebecca AinsworthI'll write it up this afternoon while it's fresh. It's only a paragraph.
- Marcus BellThat's plenty. And then the next quarterly review, I'll put something in the diary so we're not scrambling. I'll send you a couple of options, probably in the next fortnight, and you can pick whichever suits you and your team.
- Rebecca AinsworthLovely. Mornings are better for me, if you can. Afternoons tend to get eaten by member calls.
- Marcus BellMornings it is. I'll bear that in mind. Same time as today, about half eleven, would that suit?
- Rebecca AinsworthThat works well. Yes, same slot, I'd happily keep it.
- Marcus BellGreat. So I'll send you a short note today with the notes from this call, the trick about finding the latest call, and a couple of dates for the working session with the claims team leader. And I'll copy Tom so he's in the loop on the seats question.
- Rebecca AinsworthPerfect. Thank you, Marcus. I do feel better for having gone through it, and I'll get that report name to you quickly.
- Marcus BellThanks for making the time, Rebecca. And thank you for the school story. It's a good reminder of why we're doing this at all.
- Rebecca AinsworthIt is. Have a good weekend if I don't speak to you before. Are you doing anything nice?
- Marcus BellProbably a bit of walking if the weather holds. Nothing exciting. You?
- Rebecca AinsworthFamily lunch on Sunday, so a lot of cooking. Mine will be the loud house. Anyway, I'll let you go.
- Marcus BellHa, enjoy it. Right, I'll stop sharing my screen and leave you to your Friday. Speak soon, Rebecca.
- Rebecca AinsworthSpeak soon, Marcus. Bye for now.
- Marcus BellBye, take care.
Callsmade from