Spaarnwoude Assurantiën / BG-Demo – Discovery
Callcompleted
Spaarnwoude Assurantiën · 7 Jan 2026 13:00
Discovery with the Managing Director and Head of Client Services. Renewals and claims sit in three systems and an untrusted spreadsheet. They want an audit trail, a board-ready price, and a decision in the spring.
What was said
What this says
As at Fri 9 Oct 2026Discovery with the Managing Director and Head of Client Services. Renewals and claims sit in three systems and an untrusted spreadsheet. They want an audit trail, a board-ready price, and a decision in the spring.
What happened: Matteo Ricci ran discovery with Ilse Kuipers and Maarten Zwart. The pain is renewal checking by hand across three systems and a Friday spreadsheet, and slow answers on open claims.
Customer view: Maarten said he has had clients called about policies that had already renewed. He also cannot say who signed off what, and wants that fixed.
Commercial: Matteo quoted £28k on the deal, scoped for one team. Maarten and Ilse said it is at least two groups, renewals and claims, so scope and price are likely to move. The expected close on the deal is 2 Apr 2026, held as a working date only.
Watch: The claims desk is not keen on another system. Security questions and the invite list were promised in writing by the end of the week.
Themes
As at Fri 9 Oct 2026Theme
Discovery: renewals and claims
Importance
upsell
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- Matteo to send the security questions and the list of people to invite by the end of the week.
- Ilse to map who needs renewals and who needs claims, and to run the trial.
- Matteo to arrange a demo on Spaarnwoude's own renewals with Hannah.
Risks
As at Fri 9 Oct 2026- The claims desk is reluctant to adopt another system.
- Scope is wider than the one-team basis behind the quoted £28,000, so the price may be challenged.
- The audit trail the regulator and Maarten want is not yet confirmed as something B-Viz can provide.
Opportunities
As at Fri 9 Oct 2026- Scope may widen to two groups, renewals and claims, which could support a larger tier.
- A board-ready number and a spring decision give a clear route to close.
Transcript
Matteo RicciGood afternoon, Ilse, Maarten. Thank you for making the time. Can you both hear me clearly?
Ilse KuipersYes, perfectly, Matteo. Maarten's joining from the car so he might drop out, but he's here.
Maarten ZwartI'm here, I'm here. Sorry, the connection on the motorway is terrible. Go ahead.- Matteo RicciNo problem at all. I would rather you heard it from me at the start: today is about understanding your problems, not selling anything. We will look at a demo later, if that is useful.
- Maarten ZwartGood. I've got about half an hour, so let's not waste it on pleasantries.
- Matteo RicciUnderstood. Ilse, perhaps you could tell us what is hurting most at the moment?
- Ilse KuipersRenewals, honestly. Our advisers spend hours checking which client policies are coming up and whether a claim is open on them.
- Maarten ZwartAnd the claims side is worse. A client rings, we don't know if the claim's been settled, and we lose ten minutes finding out.
- Matteo RicciThat is very clear. So the question is whether renewals and claims can be seen together, in one place. Is that right?
- Ilse KuipersYes, exactly that. At the moment it's three systems and a spreadsheet, and the spreadsheet is the one nobody trusts.
- Matteo RicciWhat does the spreadsheet cover, and who maintains it?
- Ilse KuipersOne of the team does, every Friday. It's the renewal list. The claims are in the claims system, and the client records are in the CRM.
- Maarten ZwartWhich means a mistake on Friday sits there all week. I've had clients called about policies that had already renewed.
- Matteo RicciThat is a serious risk for an insurance broker, and I understand why it matters to you. What does your regulator need to see when a renewal goes wrong?
- Ilse KuipersHonestly, they want to see that we caught it and corrected it quickly. They don't need a perfect record, but we need a trail.
- Maarten ZwartAnd I'd like to know who signed off what. That's the bit I can't answer right now, and it's uncomfortable.
- Matteo RicciThank you, that is very helpful. I will write down the audit trail as a requirement, so we can check it properly when we look at the demo.
- Maarten ZwartRight. Now, what does this cost? I need a number I can take to the board, not a range.
- Matteo RicciFair. The number on the deal at the moment is £28,000, and it reflects the scope we discussed for one team. I would rather we confirm the scope before we talk about the price in detail.
- Maarten ZwartOne team? We're not one team. We've got renewals in one office and claims in another.
- Ilse KuipersThat's true. Maybe it's two groups, and I'd want the claims people in it too.
- Matteo RicciThen let us be precise about the scope. Who needs to see the renewals, and who needs to see the claims? Ilse, could you map that out with us?
- Ilse KuipersYes. The renewals people are mostly in the advisers' team. Claims is a separate desk, and they're not keen on another system.
- Maarten ZwartThey'll be keener if it saves them phone calls. Make sure whoever you bring in shows them that.
- Matteo RicciAgreed. That is exactly the point of a demo on your own data. Hannah, from our solutions side, would normally run that, so I will arrange it with Ilse.
- Ilse KuipersPlease. Can it be on our real renewals, not a made-up example? Otherwise the team will switch off straight away.
- Matteo RicciYes, we would use your own data, subject to your security approval. I will confirm the security questions in writing, so nothing is left to memory.
- Maarten ZwartGood. And timing? We need to decide before the end of the year, and I'd like the decision made in the spring if possible.
- Matteo RicciThe expected close on the deal is 2 Apr 2026 at the moment. I would like to hold that as a working date, but I will not promise it until the scope and the security review are agreed.
- Maarten ZwartFine, that's honest. Ilse, I'll want you to run the trial, not me. I'd rather be told the truth by you than get a glossy summary.
- Ilse KuipersYes, I'll do that. Matteo, please send the security questions and the list of people to invite.
- Matteo RicciI will send both in writing by the end of the week. Thank you, both. This has been very useful.
- Maarten ZwartGood. Matteo, don't send me a brochure. Send me the questions and the demo time.
- Matteo RicciUnderstood. Best regards to you both, and speak soon.
- Ilse KuipersThanks, Matteo. Bye.
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