Spaarnwoude Assurantiën / BG-Demo – Demo
Callcompleted
Spaarnwoude Assurantiën · 26 Jan 2026 15:15
Demo on the customer's own renewals data. Ilse Kuipers was sceptical but impressed by stale-data and no-match flags and role-based access. Letters on a shared drive and the regulator's audit format remain open.
What was said
What this says
As at Fri 9 Oct 2026Demo on the customer's own renewals data. Ilse Kuipers was sceptical but impressed by stale-data and no-match flags and role-based access. Letters on a shared drive and the regulator's audit format remain open.
What happened: Hannah Lowe showed which policies renew and whether a claim is open. B-Viz flagged two policies with no client match and showed the claim update date.
Customer view: Ilse opened with "I've heard promises like this before" and closed by saying it was more useful than she expected. Role-based access, with renewal notes hidden from a claims-role test user, met her main concern.
Open items: Hannah would not promise renewal letters on the shared drive, nor call the activity record an audit trail until the regulator's format is confirmed. All three written answers are owed by BG-Demo.
Next: Ilse will set up a trial with the advisers and the claims desk. Claims staff need about an hour of training, advisers longer.
Themes
As at Fri 9 Oct 2026Theme
Demo on own data
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah to send the security answers, the document question and the regulator access format in writing.
- Ilse to send the list of who to invite to the trial by the end of the week.
- Matteo to speak to Ilse the following week to agree the trial.
Risks
As at Fri 9 Oct 2026- Renewal letters on a shared drive may not be findable, and the answer is still open.
- The regulator's required audit format is unconfirmed, and Maarten Zwart will ask about it.
- Claims desk staff are protective of their data and wary of a new system.
Opportunities
As at Fri 9 Oct 2026- Role-based access met Ilse's main concern and supports a trial across advisers and the claims desk.
- Training sessions built around real renewals could drive adoption across both groups.
Transcript
Matteo RicciGood afternoon, Ilse. Hannah is just getting her screen set up. Hannah, can you hear us?
Hannah LoweYes, I can hear you both. Sorry, my camera was pointed at the ceiling. Hello, Ilse.
Ilse KuipersHello Hannah. Good to meet you. Is the demo going to use our real renewals?- Hannah LoweIt is, with your permission. Before I start, what does your team most need to know about it?
- Ilse KuipersWhether it'll tell us about a claim that's open on a policy that's renewing. That's the one that causes the trouble.
- Hannah LoweGood, then I'll start with exactly that. Let me share the screen and I'll use a client from your list, as agreed.
- Ilse KuipersGo on, then. I'll be honest, I've heard promises like this before.
- Hannah LoweFair enough. I'll show you what it does and what it doesn't do, so you can judge it yourself.
- Matteo RicciThat is exactly the right approach, Ilse. Hannah, go ahead.
- Hannah LoweRight. I'm asking it, in plain English, which policies renew this month and whether there's an open claim on any of them.
- Ilse KuipersOkay. It's given me a list. Is that all of them, or just the ones it could match?
- Hannah LoweTo be precise, it's the ones where both records match. If a record doesn't match, it'll say so at the bottom of the answer.
- Ilse KuipersThere's a note at the bottom. It says two policies have no client match. Good, at least it's telling us.
- Hannah LoweExactly. That's the behaviour you want. I'd much rather it said it couldn't match than invented one.
- Ilse KuipersCan I check one? Open up the first one on the list and tell me the claim status.
- Hannah LoweYes. It shows the claim as open, with the last update from the claims system. Would you like to see the update date too?
- Ilse KuipersYes, please. If that date is old, I need to know it's stale.
- Hannah LoweThe update date is shown next to the status, so you can see at a glance. If it's old, the answer should be treated with caution.
- Matteo RicciI would rather Ilse saw the age of the data than trusted the answer blindly. That is the right design, I think.
- Ilse KuipersAgreed. Now, the renewal letters. Does it pull those in as well? Or is that somewhere else?
- Hannah LoweThe short answer is that it can point you to the renewal record. The longer answer is that the letter itself is a document, and I would need to check where your letters are stored before I promise anything.
- Ilse KuipersThey're in a shared drive, a mess of folders. I'd be surprised if anything finds them.
- Hannah LoweI'll put that in writing as an open question, and I'll check the drive access with your IT side. I won't overstate it today.
- Ilse KuipersThank you. Now the bit my team cares about: who can see what? Some of this is sensitive, and the claims people are very protective.
- Hannah LoweRight. Access can be set by role, so the advisers see renewals and the claims desk sees claims. I'd rather show you the setting than describe it.
- Ilse KuipersShow me then. I want to see the claims desk not being able to see renewal notes.
- Hannah LoweLet me switch to a test user with the claims role. There, the renewal notes are hidden. The claim status still shows, which is what they need.
- Ilse KuipersGood. That's what I'd want. Is there a log of who looked at what?
- Hannah LoweThere's an activity record, which shows who asked what and when. I'll be careful with the word audit, because your regulator may need a particular format. I'd want to confirm that with you.
- Matteo RicciThat is very precise, Hannah, thank you. Ilse, I would like Hannah to confirm the format in writing, so we are not guessing about your regulator.
- Ilse KuipersYes, please. Maarten will ask about it, and I don't want to say the wrong thing to him.
- Hannah LoweI'll put it in the follow-up note. I'd rather answer it properly than give you a quick answer you can't rely on.
- Ilse KuipersRight. One more question. Can our claims desk use it without training?
- Hannah LoweThey'll need about an hour to get comfortable, I'd say. The questions are simple, but the first time it can feel odd.
- Ilse KuipersAn hour I can give them. My advisers will need longer, I suspect.
- Hannah LoweProbably, yes. I'd build the adviser session around their real renewals, so it feels useful from the start.
- Matteo RicciYes. I would like us to agree next steps before we finish, so nobody is left wondering. Ilse, what is your side of this?
- Ilse KuipersI'll set up the trial with the advisers and the claims desk, and I'll send you the list of who to invite by the end of the week.
- Matteo RicciThank you. Hannah, and our side: the security answers in writing, the document question, and the access format for the regulator?
- Hannah LoweYes, all three. I'll put them in writing and send them to you both. Thanks, Ilse, that was a good session.
- Ilse KuipersThank you, Hannah. It's more useful than I expected. Matteo, I'll speak to you next week.
- Matteo RicciLooking forward to it. Best regards, Ilse, and thank you both. Speak soon.
- Hannah LoweThanks, everyone. Bye.
Callsmade from