Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 1 Oct 2026 09:15
On the 1 Oct 2026 check-in, Rebecca Ainsworth said she is happy with B-Viz. Active users are just over twenty of eighty seats. Claims and underwriting are light, and she worries about being the single point of contact.
What was said
What this says
As at Fri 9 Oct 2026On the 1 Oct 2026 check-in, Rebecca Ainsworth said she is happy with B-Viz. Active users are just over twenty of eighty seats. Claims and underwriting are light, and she worries about being the single point of contact.
What happened: Marcus Bell covered usage, support and connectors, all stable. Active users are just over twenty against eighty licensed, up a few percent on the previous quarter.
Customer view: Rebecca values the single view of a member and described shorter calls and less stressed relationship managers. She could not put a figure on the value, so Marcus will pair usage data with her words.
Commercial: The term runs to 16 Jan 2028 and Marcus said he would rather help Kelbrook use its seats than add anything.
Watch: Rebecca asked who would own B-Viz if she left. Claims distrusts data freshness, and a second contact and a claims admin are being explored.
Themes
As at Fri 9 Oct 2026Theme
Adoption breadth and value case
Importance
praise
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 to email a plain account of the nightly refresh for the claims lead and send a new-starter guide.
- Marcus to propose midweek mid-month session slots and chase the new starter's login once named.
- Rebecca to name the waiting user, speak to the claims contact, confirm the admin count and write to the head of IT about system changes.
Risks
As at Fri 9 Oct 2026- Rebecca is the main contact on these calls and no second owner is named at Kelbrook.
- Claims doubts the data is current, and underwriting still stitches screens and spreadsheets together by hand.
- Only about a quarter of the eighty seats are active, which invites a value question later.
Opportunities
As at Fri 9 Oct 2026- Run a recorded session for member services leads with underwriting examples built in.
- Two team leaders want to build their own dashboards, which the Growth tier includes.
- Write up a value case pairing usage data with Rebecca's own words, without invented savings.
Transcript
Marcus BellHi Rebecca, can you hear me alright?
Rebecca AinsworthI can, yes. Morning, Marcus. Give me one second, I'm just shutting the door. The helpline team are all round the kettle and it's not quiet.- Marcus BellNo rush at all. I'm only just in myself, the train was a bit of a mess this morning. Good week so far?
- Rebecca AinsworthBusy, but a good one, actually. Can I start with a story? It's been in my head since Tuesday.
- Marcus BellPlease do.
- Rebecca AinsworthOne of our relationship managers rang the bursar at a primary school about their renewal. Before she picked up the phone she could see the roof claim from last winter, the call where the bursar was worried about the flood cover, and the emails that followed. All in one place. And the bursar said, you've actually read my file. Which, well, that's the whole point. Let's not make them tell us twice.
- Marcus BellThat's lovely to hear. Honestly, that's the use I'd hoped for when we first set it up with you. Member services, underwriting and claims all looking at the same member.
- Rebecca AinsworthMm. Though I'll be honest, it's mostly my team who see it like that. But go on, you said you had some numbers.
- Marcus BellI have, yeah. I've pulled the numbers, so I'll share my screen and show you what I want to cover. Can you see that okay? It's a short list. Usage first, then support, then connectors and what's coming up. And then anything you want to raise.
- Rebecca AinsworthI can see it. It's a bit small, but I can read the headings.
- Marcus BellLet me make that bigger. Better?
- Rebecca AinsworthMuch better, thank you.
- Marcus BellRight. So you're on Growth, and you've got eighty licensed users. Over the last month the average number of people active has been just over twenty. That's up a few percent on the previous quarter, so it's moving the right way, but gently.
- Rebecca AinsworthJust over twenty out of eighty. Mm. Yeah. I'd rather you said that to me than I found it in a report.
- Marcus BellNo, fair. And I don't think it's alarming, I want to be clear. Plenty of customers are at that sort of level a couple of years in. It's more that there's room. If I look at who is asking the questions, it's mainly member services. Underwriting is in there, but lightly. Claims even less.
- Rebecca AinsworthThat doesn't surprise me. Claims is the one I worry about. They're a careful lot. They've got their own ways of working and they've had them for years, and anything new has to prove itself twice.
- Marcus BellRight. And is that about trust in the answers, or more that it's one more thing to open?
- Rebecca AinsworthA bit of both, if I'm honest. Is that the whole picture? That's what they ask. When it tells them a policy detail, they want to know it's current. They can't afford to be wrong with a member who's just had a fire.
- Marcus BellTotally understand that. Which brings me to the refresh. The nightly refresh has been completing before the morning cut-off every working day this month. I've checked, and there's nothing I can see that's gone stale on your side. Records indexed are climbing steadily, so the sources are all feeding in.
- Rebecca AinsworthGood. That's useful. Could you put that in an email? Something I can show the claims lead. Not a technical thing, just, here's what's been checked.
- Marcus BellHappy to. I'll write it plainly. What gets refreshed, when, and how you'd know if something hadn't. Would that help?
- Rebecca AinsworthThat would help a lot, yes.
- Marcus BellOkay. Let me move on to support. In the last month you've had one ticket. Nothing high priority, nothing outstanding. It was a how-to question and it's closed. No overdue invoices on the account either, so on paper it's a quiet one.
- Rebecca AinsworthQuiet's good, isn't it?
- Marcus BellMostly, yes. I'd just say, quiet can mean two things. Either it's all working, or people aren't using it enough to hit problems. With you I think it's more the first, but the usage numbers make me want to check rather than assume.
- Rebecca AinsworthThat's reasonable. I think it's the first, mostly. My team would shout if something was wrong. They are not shy.
- Marcus BellHa, no, I gathered that from the early sessions.
- Rebecca AinsworthThey've got opinions, my team. Good ones, mind.
- Marcus BellWhich is what you want. Right, connectors. You've got the main systems connected, the member records, the call recorder, email, the helpdesk. All loading, all rising. Nothing's flat and nothing has dropped out. Was there any change planned on your side? A new system, a migration, anything like that?
- Rebecca AinsworthNot that I know of. IT did mention they want to look at the claims system at some point, but it's a long way off. There's no date, and I'd honestly be guessing. I'll make sure they tell you before they touch anything.
- Marcus BellThat would be brilliant, thank you. It's nearly always a change on the customer side that breaks a connector, and if we know beforehand it's an easy fix. If we find out afterwards it's a week of everybody wondering why the answers look odd.
- Rebecca AinsworthYes. Understood. I'll put it in writing to our head of IT so it's not just me saying it.
- Marcus BellPerfect. Now, the bit I really wanted to talk about, if you've got a few minutes. The questions side. This is what I look at as the best single sign of whether it's earning its keep. Questions asked this quarter are a bit higher than last. Most of them come from your relationship managers, which fits your story about the bursar.
- Rebecca AinsworthThat makes sense. They're the ones with the member on the phone.
- Marcus BellExactly. But one thing I noticed. A fair share of the questions come from a small number of people. Which is natural, it's usually the keen ones. But it does mean that if one of them moved on, you'd feel it.
- Rebecca AinsworthMm. Me, for one, I suppose.
- Marcus BellWell, you're certainly in the top few. But I wasn't pointing at you, more that it'd be good to spread it around.
- Rebecca AinsworthNo, no, I take the point. I do lean on it a lot. When I'm preparing for a meeting with the trustees I'll ask it half a dozen things before I walk in. And two of my team leaders do the same. But the others, I think they forget it's there.
- Marcus BellThat's common. People forget about it until someone shows them a thing it did that saved them twenty minutes. Could I suggest something? Shall we book thirty minutes, and I run a short session for your wider team? Just practical examples from your own members' data. Renewal prep, a complaint history, a quick look at who's been on the phone.
- Rebecca AinsworthI like that. Would it be one session or a series? Because getting everyone in one room is like herding cats.
- Marcus BellI'd say start small. One session for member services leads, then see who wants more. We can record it, so people who miss it can watch later.
- Rebecca AinsworthGood. Yes. Record it. And can we make sure there's something in it for the underwriters? They'd come if they thought it was for them.
- Marcus BellOf course. If you can give me a couple of the kinds of questions underwriting would actually ask, I'll build those in. Something like looking up a church's claims history before a renewal quote.
- Rebecca AinsworthThat's exactly the sort of thing. Because the underwriters, they do that now by opening three different screens. And I know for a fact one of them keeps a spreadsheet on the side, which I'm not supposed to know about.
- Marcus BellHa. Right. Well, that's the thing we're trying to retire, isn't it. Reconciling by hand.
- Rebecca AinsworthIt is. And honestly, when I told the board why we brought B-Viz in, that was most of it. People spend half their day stitching things together.
- Marcus BellMm. Which brings me to something I'd like to ask, and you don't have to answer it now. If someone asked you, what's it been worth to Kelbrook, what would you say?
- Rebecca AinsworthOoh. That's a big one for a Thursday morning.
- Marcus BellHa, sorry. I'll take it back a step. The reason I ask is that the contract runs a good while yet, so there's no pressure at all. It's more that it's useful for me to have it in your words, so when your finance people or your board ask, we've got something real to point to.
- Rebecca AinsworthNo, it's fair. Let me think. What does the member see? That's how I'd start. They see someone who already knows their situation. Calls are shorter, because we're not asking the same five questions. And my team says they're less stressed before renewal meetings, because they're not hunting.
- Marcus BellThat's good. Can I write that down?
- Rebecca AinsworthYou can. Though I couldn't put a figure on it. Not honestly. I'd be making it up.
- Marcus BellNo, and I wouldn't want you to. What I could do is pull together the usage side, how many questions on renewal prep, how often the relationship managers look at a member's file before a call, and we put that next to your own words. Without inventing any savings.
- Rebecca AinsworthI'd be comfortable with that. Real examples, not a made-up percentage.
- Marcus BellAgreed. Okay. On the commercial side, just so you've got the picture. You're on a two-year term. The contracted annual amount is fifty-eight thousand, that's £58k a year, and what we've invoiced matches it. The term runs to 16 Jan 2028. So there's nothing to decide today, and I'm not here to talk about price. That's for Tom if it ever comes up.
- Rebecca AinsworthGood, because I wouldn't agree anything on terms without the right people in the room, and that's not me alone. But thank you for being straightforward about it. It's nice that you're not slipping it in at the end.
- Marcus BellWouldn't dream of it. It's just so you can see all of it in one place. Now, on the licences. Eighty seats with just over twenty active. If your underwriting and claims folk came on, you'd be closer to using what you've got. So I'd rather help you use the seats than talk about adding anything.
- Rebecca AinsworthI appreciate that. Truly. Some suppliers would see eighty seats and twenty users and see an opening.
- Marcus BellOther way round for me. If the seats aren't used, then in two years' time somebody asks what you're paying for. I'd rather we fix that now.
- Rebecca AinsworthYes. That's what I'd want to say to the board, too, to be fair. Use it properly or don't have it.
- Marcus BellExactly that. Okay, let me check I'm not missing anything on my list. We've done usage, support, connectors, the questions, the value conversation. Is there anything you wanted to bring that I haven't touched?
- Rebecca AinsworthA couple of things. First, the dashboards. Two of my team leaders have asked whether they can build their own, for the weekly helpline picture. Is that something they can do themselves or do they need you?
- Marcus BellThey can do it themselves. Growth includes the dashboards builder. If they've got a few minutes, I can show them how, or we can fold it into the session we just talked about. Probably better the second way, because then others see it too.
- Rebecca AinsworthLovely. Let's do that. Second thing, and it's a bit of a delicate one. We've had a couple of new starters in member services, and they haven't had any proper induction on it. Is there something I can hand them?
- Marcus BellThere is. I'll send you a short guide, plain English, how to ask good questions, what it can and can't see, and who to ask for help. It's quite a good one for new people. I can add a few examples that use your kinds of members, schools and churches.
- Rebecca AinsworthThat would be perfect. Thank you.
- Marcus BellAnd on the new starters, make sure they've got access sorted. If anyone's still waiting for a login, tell me and I'll chase it today.
- Rebecca AinsworthI think one of them is still waiting, actually. I'll get you the name after the call. I don't want to say it wrong.
- Marcus BellNo problem. Just drop it in an email. Anything else?
- Rebecca AinsworthOne more. And this is more of a worry than a request. If I left, or moved role, who at Kelbrook would own this? Because I'm aware I'm the one who always turns up to these calls.
- Marcus BellHa. Well, thank you for raising it, because I was going to nudge you on that gently. It's a good instinct. I'd suggest we name a second person, someone who's on these check-ins with you, and ideally someone in the underwriting or claims side so it isn't only member services.
- Rebecca AinsworthI'm not going anywhere, before you ask.
- Marcus BellGlad to hear it. It's just good practice. Same as having more than one admin. Do you have a couple of admins on your side at the moment?
- Rebecca AinsworthTwo, I think. Me and someone in IT. I'd have to check.
- Marcus BellThat's fine. If you can confirm, I'll note it down. And if we can get a third from the claims side, even better. It'd also help with the trust issue you mentioned, because then claims has someone of their own who can say, yes, I've looked, the data's current.
- Rebecca AinsworthOh, that's clever. Yes. Someone in claims who isn't me telling them it's fine. They'd believe one of their own.
- Marcus BellThat's the idea. So I'll put it as a suggestion in the follow-up, and you can think about who.
- Rebecca AinsworthThere's a woman in claims who's quite sharp and quite sceptical. She might be ideal. She'd ask the awkward questions.
- Marcus BellSceptical is good. Sceptical people check things properly. I'd take her over an enthusiast any day.
- Rebecca AinsworthI'll have a word and see if she'll come to the session. I won't promise anything.
- Marcus BellOf course. No pressure. Right, I think that covers most of it. Let me just run through who's doing what so we both have the same list. Is that alright?
- Rebecca AinsworthPlease. I'm writing as you go.
- Marcus BellOkay. From me: first, an email about the nightly refresh, in plain terms, that you can show the claims lead. Second, a short guide for new starters with examples from schools and churches. Third, a proposed date for a practical session for member services leaders, with underwriting examples built in, recorded. And fourth, I'll chase the login for the new starter once you've sent me the name.
- Rebecca AinsworthAnd from me: the name of the person waiting for a login, a word with the claims person, confirming how many admins we have, and a heads-up in writing to our head of IT about telling you before they change any system.
- Marcus BellThat's it exactly. And the value write-up, where I pull the usage next to your own words. I'll draft that and you can tell me whether it sounds like you.
- Rebecca AinsworthYes, the value one too. Don't let me forget. Though I'll probably remind you before you remind me.
- Marcus BellHa, I'll take that. Honestly, it's been a really useful chat. The numbers look healthy and stable. The thing I'd like to move is the breadth, more people using it, in more teams.
- Rebecca AinsworthI agree. And I'd say the same from my side. I'm happy with it. I'd just like more of the building to be happy with it too.
- Marcus BellGood way to put it. One last thing, just so I don't forget. When would suit for the session? Is there a time of the month that's worse for you? Month end, anything like that?
- Rebecca AinsworthThe last week of the month is bad for underwriting, they're buried. And the helpline is always worst on Mondays. So, midweek, middle of the month. Somewhere there.
- Marcus BellMidweek, middle of the month. Got it. I'll suggest a couple of slots in the email and you can pick.
- Rebecca AinsworthLovely. Oh, and Marcus, before we go. The bursar story. I'd like to put it in our internal newsletter, with the name left out. Would that be alright with you? I don't want to claim anything about the product that isn't true.
- Marcus BellThat's your story and your member, so it's entirely yours. I'd just say what happened, that she could see the history before she called. That's accurate and it's good. If you want me to read it over, I'm glad to.
- Rebecca AinsworthI might take you up on that. Thank you.
- Marcus BellAnytime. Right, I won't keep you. Thanks for your time, Rebecca, and say hello to the helpline lot from me.
- Rebecca AinsworthI will, if I can make myself heard over the kettle. Speak soon, Marcus. Kind regards.
- Marcus BellCheers. Thanks, Rebecca. Bye for now.
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