Kelbrook Mutual Insurance / BG-Demo – QBR
Callcompleted
Kelbrook Mutual Insurance · 8 Jun 2026 15:30
A quiet quarter with no open tickets and connectors loading, but usage is down slightly. The CFO, Malcolm Hebden, asked about contract terms and said any renewal goes to a board that wants to see value first.
What was said
What this says
As at Fri 9 Oct 2026A quiet quarter with no open tickets and connectors loading, but usage is down slightly. The CFO, Malcolm Hebden, asked about contract terms and said any renewal goes to a board that wants to see value first.
What happened: Marcus Bell led the 8 Jun 2026 QBR. Rebecca Ainsworth and Tariq Mahmood attended, Malcolm Hebden joined, and Tom Ashdown arrived late.
Customer view: Active users are down a little, with underwriting and claims the quieter teams. Tariq accepted that underwriting was never walked through its view.
Commercial: Malcolm asked what had changed since the last order form. Marcus confirmed Growth at £58k a year, invoices matching and nothing overdue; Tom said the renewal price depends on the list at that point and he will confirm it in writing.
Watch: Malcolm said anything beyond the current term goes to the board, which will want a story and a checkable figure. Some members appear twice because of a member number mapping difference.
Themes
As at Fri 9 Oct 2026Theme
QBR and renewal groundwork
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 dates this week for the underwriting session and a separate slot for Tariq Mahmood.
- Marcus to draft the board summary for Rebecca and Malcolm to review before it goes anywhere.
- Tom Ashdown to confirm the renewal price base in writing ahead of Kelbrook's planning cycle.
Risks
As at Fri 9 Oct 2026- The board will want evidence of value before any decision beyond the current term.
- Active users are down slightly and underwriting and claims use remains low.
- Duplicate member records from a member number format difference may confuse users.
Opportunities
As at Fri 9 Oct 2026- A short underwriting working session using real examples can lift adoption.
- A plain board summary combining usage figures with member stories can support the renewal.
- Rebecca wants more of the team using B-Viz.
Transcript
Marcus BellHello, can you all hear me alright? I've got a bit of an echo on my side, so shout if it's the same for you.
Rebecca AinsworthPerfectly clear here, Marcus. Afternoon.
Tariq MahmoodYes, fine for me too. Good afternoon.- Marcus BellLovely. Malcolm, I can see you've joined but I can't hear you yet. There we go, you've unmuted.
Malcolm HebdenApologies. Good afternoon, everyone. The meeting room system tried to be clever with the microphone.- Marcus BellNo problem at all. Tom's running a couple of minutes behind, he's coming off another call, so we'll start and he'll slip in.
- Rebecca AinsworthCan I start with a quick one, then? Something from this week that I think is why we bother with all this. A treasurer from a village church rang the helpline, a bit upset, about damage to the roof. And the relationship manager who picked it up already had the policy, the earlier claim and the last call in front of her. The treasurer didn't have to explain anything twice. She actually said thank you for remembering.
- Marcus BellThat's exactly what I like to hear. Honestly, that's the whole point of it.
- Rebecca AinsworthLet's not make them tell us twice. That's what I keep saying to the team. Anyway, sorry, go on, it's your meeting.
- Tariq MahmoodBefore we get into it, shall I say where we are on tickets? There are none open. Nothing raised with your support team in the last month, and I checked this morning. Last night's load finished well before the morning deadline, same as the nights before.
- Marcus BellThanks, Tariq, and that matches what I see on my side. Quiet is good. I'll just share my screen and say what I want to cover, if that's alright. Can you see it? It's the usage summary.
- Rebecca AinsworthYes, I can see it.
- Marcus BellGreat. So four things. First, how people are using B-Viz and who. Second, the connectors and the nightly refresh. Third, anything you'd like us to do differently. And fourth, a bit of housekeeping on the contract so Malcolm has it straight. Happy to go in a different order if you'd rather.
- Malcolm HebdenThat order is fine. I would like the contract part to be more than housekeeping, if you don't mind. But after usage, please.
- Marcus BellOf course. Usage first, then. I've pulled the numbers for this quarter. The headline is that the number of people active in a typical month is down a little on the quarter before. Not dramatic, but I'd rather say it than skip past it. And it's well under the eighty licensed users, so there's a lot of headroom.
- Rebecca AinsworthI wondered if you'd see that. I think part of it is the time of year. We've had a lot of people on leave, and a couple of the relationship managers moved teams after the spring changes, so they haven't logged in as they used to.
- Marcus BellThat fits. When I look at it by team, member services is where you'd expect, steady and regular. Underwriting and claims are the quieter ones, and that's where I'd like to focus. Is that your reading too?
- Rebecca AinsworthIt is. Claims use it when they have a particular member in front of them, so it's occasional rather than daily. Underwriting, honestly, I think a few of them still go to the old spreadsheets out of habit.
- Tariq MahmoodWhich would be partly my doing, to be fair. The underwriting view was set up last, and I don't think we ever walked them through it properly. We told them it existed.
- Marcus BellNo, that's really common, Tariq. Nobody's to blame. People need to see their own cases in it before it sticks. Which is why I'd suggest a short working session for underwriting, using real examples from their week, rather than a general demo. Happy to jump on a call with their lead to plan it. Shall we book 30 minutes?
- Rebecca AinsworthYes please. I'll speak to their lead first so it doesn't land on them out of the blue. Is that the whole picture, though? Is it only a training gap, or is there something about the product that puts them off?
- Marcus BellFrom what I can see it's mostly training and habit. Nobody has raised anything about the product itself. But I'll ask them directly in the session, because I'd rather hear it from them.
Tom AshdownHello, hello. Sorry, sorry, I'm here. Rolled over from the last one. How's everyone's week been? Rebecca, I heard the tail end of a story about a church roof?- Rebecca AinsworthYou did. I'll tell you another time, Tom, we're in the middle of usage.
- Tom AshdownNo drama, carry on. I'll catch up as we go.
- Marcus BellSo that's usage. Moving on to the connectors. Tariq, you know this better than I do, so tell me if I get anything wrong. The policy, claims and helpline sources are all loading, nothing has stalled, and the number of records coming in keeps moving week to week, which is what we want to see.
- Tariq MahmoodThat's right. Nothing has stopped loading. The one thing I'd flag is not a fault, it's a mapping question. A small number of members appear twice, once from the policy side and once from claims, because the member number is formatted slightly differently in the two systems.
- Rebecca AinsworthDoes a person looking at the member see two records, then? What does the member see, so to speak, or rather what does our person see?
- Tariq MahmoodIn those cases, yes, they might see two. It's a minority, but I'd like it to be none. I'd be changing the mapping, and I won't touch that without telling you first, Rebecca. I'd want to check last night's load against it as well.
- Rebecca AinsworthGood. Tell me before, not after. And no member details by email, please, we'll look at it together on screen.
- Tariq MahmoodUnderstood. That's always been my approach.
- Marcus BellI can help with that if useful. I'll book a short slot with you, Tariq, and we can look at the formatting difference together. I can't promise anything from engineering, but I can at least tell you what the options are.
- Tariq MahmoodThat would be helpful. Thanks.
- Malcolm HebdenMay I come in now? As I usually do, I'd like to ask what has changed since the last order form. Has anything moved on price, users or terms that I should know about?
- Marcus BellNothing has changed. You're on Growth, the order form is for £58,000 a year, and what we've invoiced matches it exactly. There are no overdue invoices on your account. The licence is for 80 users, and that hasn't moved either.
- Malcolm HebdenThank you. And the term, so that I have it in my notes with the date? What does that commit us to, and for how long?
- Tom AshdownRight, I can pick that up. The customer relationship started on 17 Jan 2024, and the current term runs to 16 Jan 2028. The renewal date on our side is 17 Jan 2028. So there's a good stretch before anything has to be decided.
- Malcolm HebdenThat's useful. Over the full term, please, I'd like to be sure that the figure we have now is the figure we will be paying, in the sense that nothing is added to it halfway through.
- Tom AshdownWithin the term it's what the order form says, and that order form is the document that counts. For the renewal itself, the price will depend on the list at that point, and I'm not going to quote a number off the top of my head. I'll confirm it in writing nearer the time so you've got a proper base for it.
- Malcolm HebdenThat is the answer I was hoping for. I never accept a figure without its base, as Rebecca will tell you. And I should say plainly that nothing can be agreed on this call. Anything beyond the current term goes to the board, and the board will want to see the value first.
- Tom AshdownCompletely fair. Nobody's asking you to decide anything today. This is just so there are no surprises. Leave that with me and I'll make sure you get the paperwork a sensible while before your planning cycle.
- Rebecca AinsworthMalcolm, can I add something? Members' money, not ours, I know that's your line. But the thing the board will respond to is the member stories, as much as the numbers. The roof claim this week is one example.
- Malcolm HebdenI agree, Rebecca, but I would like both. A story is persuasive, and a figure is checkable. Marcus, what could you put in front of the board that does both?
- Marcus BellGood question. I'd suggest a short summary a few weeks before the board meets. How many people use it and in which teams, what they're asking it, and a few examples Rebecca picks, with nothing identifying a member. I'd want to be careful not to dress it up. If the underwriting use is still low by then, the summary should say so and say what we did about it.
- Malcolm HebdenI would prefer that to a polished one. Please do it that way.
- Rebecca AinsworthI'll collect the examples. I'd rather choose them than have them chosen for me.
- Marcus BellPerfect. Anything else on the product side before we wrap? Anything you'd like it to do that it doesn't, or anything that irritated you this quarter?
- Tariq MahmoodNothing that comes to mind. The overnight refresh has just worked, which is the best thing I can say about it.
- Rebecca AinsworthSame from me, really. The only thing I'd say is I want more of the team in it. It's a good tool and I'd like it to be used the way it deserves.
- Tom AshdownAnd that's the right thing to be pushing on. If more people use it, the value case writes itself, and then the renewal is an easy conversation rather than a hard one. Let's get something in the diary for that underwriting session now, if we can.
- Marcus BellI'll send a few dates this week for the underwriting session, and a separate slot for Tariq on the member number question. Then I'll draft the board summary and send it to Rebecca and Malcolm to look at before it goes anywhere.
- Malcolm HebdenThank you, Marcus. And Tom, I will wait for your note on the renewal base.
- Tom AshdownYou will have it. Thanks, everyone. Good to see you all, and I'm sorry again for being late.
- Rebecca AinsworthThanks, all. Speak soon.
- Tariq MahmoodThanks. Goodbye.
- Marcus BellCheers, everyone. I'll stop the recording.
Callsmade from