Abermule Insurance / BG-Demo – Demo
Callcompleted
Abermule Insurance · 12 Aug 2026 09:30
Carys Pugh, Head of Broker Management, saw a sample-data demo. She wants broker-level access control and fresh data, and finance will want a number before anyone signs. Live before the new year is her hope, not a firm date.
What was said
What this says
As at Fri 9 Oct 2026Carys Pugh, Head of Broker Management, saw a sample-data demo. She wants broker-level access control and fresh data, and finance will want a number before anyone signs. Live before the new year is her hope, not a firm date.
What happened: Hannah Lowe showed broker submissions, claims search, role-based access and reporting, all on sample data. Carys asked about access, free-text search, freshness and broker format changes.
Customer view: Carys said the team is "Mostly tired of chasing" and nervous about another system. She called stale data the thing that would kill it for them.
Commercial: No price was given. Carys asked that nothing be quoted from memory, and Tom Ashdown committed to confirm anything commercial in writing. Hannah linked the security questionnaire to Enterprise deals, but no tier was agreed on this call.
Watch: Compliance has yet to join, no IT contact is named, and search on shorthand notes is untested. Timing depends on the IT and security review and on the broker renewals period.
Themes
As at Fri 9 Oct 2026Theme
Prospect demo: access and freshness
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to confirm the customer IT contact and send the commercial breakdown.
- Hannah Lowe to send the access note and the security questionnaire.
- Carys Pugh to name the compliance attendee for the next session, aimed for early the following week.
Risks
As at Fri 9 Oct 2026- Search on shorthand free-text claims notes is untested and the team may push back.
- Stale data is Carys's stated deal-breaker and the refresh schedule is not yet agreed with IT.
- Finance wants a number before signing and no commercial figure has been given.
Opportunities
As at Fri 9 Oct 2026- Many people touch a claim, so seat numbers could be large: claims handlers, underwriters and the liaison team.
- Broker-level access and freshness monitoring suit a higher tier such as Enterprise, which the proposal may cover.
Transcript
Tom AshdownMorning Carys, can you hear me all right?
Carys PughHi Tom, yes, loud and clear. Sorry, I'm in a car park, so if the signal drops just shout.- Tom AshdownWill do. How's your week been? You sounded knackered on the email.
- Carys PughHonestly, it's been a lot. The broker renewals are going out and the claims side is two people short, so most of my days are firefighting.
- Tom AshdownAh, that's no good. Hopefully today's a bit calmer. Hannah's on with me, she's going to show you the platform, and she'll be clear that it's running on a sample set that looks like yours, not your live data.
Hannah LoweMorning Carys, Hannah Lowe. To be precise, everything today is on sample data, so think of what you see as the shape of what you'd get, not your numbers. Is there anything you most need to see first?- Carys PughThe broker side, mainly. How a submission comes in, who can see it, and whether the claims notes can be searched alongside it.
- Hannah LoweOkay. The short answer is yes to all three. The longer answer is that the broker side depends on how your submissions reach you today, so I'll show the example first and then we can talk about your actual feeds.
- Tom AshdownSounds sensible. Hannah, do you want to share?
- Hannah LoweYes, give me a second, I'm closing my other tabs. Right, can you see the workspace?
- Carys PughYes. Is that a broker's submission, the fleet one?
- Hannah LoweIt is. This is a sample fleet policy from one of the brokers in the sample set. The vehicle schedule sits next to the claims history, so a handler doesn't have to open three systems to see the same account.
- Carys PughRight. And who sees that? Some of my brokers shouldn't see another broker's claims, obviously.
- Hannah LoweThat's the question I'd want answered first. Access is set by role and by which broker's book a person belongs to. I'll show you the settings in a minute, and I'll put the detail in writing afterwards so you've got it properly.
- Carys PughYes, please. I'll need to bring compliance in as well, they'll ask.
- Tom AshdownCompliance is a good shout for a later session. Let's keep going.
- Hannah LoweSo here's the search. I'll type a claim reference from the sample set. Okay, there it is.
- Carys PughThat's quick.
- Hannah LoweIt's quick on this set, which is about the size of one broker's book. Your live data will be bigger, so I wouldn't promise speed yet. I'll be precise about that when we get to the proposal.
- Carys PughFair enough. Our handlers write their notes in free text, and a lot of it is shorthand. Will it find things if the words don't match?
- Hannah LoweThat's the part I'm least sure about without seeing your notes. Search matches meaning as well as words, but shorthand is hard, and I don't want to oversell it. The honest answer is we'd test it on a sample of your real notes during the build.
- Carys PughGood, because that's the bit I'd get pushback on from the team.
- Tom AshdownHow's the team feeling about it generally, Carys? Hard sell, or are they just tired of chasing things?
- Carys PughMostly tired of chasing. Nobody's against it, but they're nervous it's another system to log into. Finance will want a number on the whole thing before anyone signs, so I'd rather you didn't quote anything off the top of your head.
- Tom AshdownTotally fair, and I won't. I'll confirm anything commercial in writing, leave that with me.
- Hannah LoweShall I show the access settings now, since Carys asked?
- Carys PughYes please.
- Hannah LoweThis is the admin view. Every person sits in a group, and the group decides which broker books they can open. People can belong to more than one group if they cover two brokers, which I think is what you were getting at.
- Carys PughIt is. We've got people who cover more than one, and I'd not want that to mean they see everything.
- Hannah LoweIt doesn't, and I can show you with a test user. Give me a few minutes so I set one up properly.
- Tom AshdownWhile Hannah does that, is there a date you're working towards, Carys? I'd like a sensible timeline from your side.
- Carys PughRealistically we'd like something live before the new year, but I don't want to be rushing it through in the middle of the renewals.
- Tom AshdownThat's useful. I'll be honest that the timing depends on your IT and security review, and Hannah can help you think through that part.
- Hannah LoweYes, and the security questionnaire is usually the longest part on an Enterprise deal. I'll put a note in the write-up so your IT team has what they need up front.
- Carys PughGood. Who would my IT contact be on that? Nobody's told me.
- Tom AshdownI'll find out on our side and let you know. Let's get something in the diary for that.
- Hannah LoweOkay, the test user is set. I'll log in as someone who covers two brokers, and you watch what they can see.
- Carys PughGo on then.
- Hannah LoweSo they can see both broker books and nothing else. The third broker's claims history shows as not available, rather than greyed out, because the greyed version still hints at how many claims there are.
- Carys PughYes. That's exactly what compliance would ask about.
- Hannah LoweThen we'd test that with your own groups during the build, not just on the sample set.
- Carys PughAgreed.
- Tom AshdownBrilliant. Shall we look at the claims queue quickly, or are you short on time?
- Carys PughI've got more time than I thought, I moved a meeting.
- Hannah LoweThen here's the claims queue, sorted by age. Anything past the sample threshold gets flagged, and the handler sees the notes and the broker history in one place.
- Carys PughCan it be filtered by handler? I'd want to see my team's workload.
- Hannah LoweYes, by handler and by broker. I'll put that in the notes with the access detail.
- Carys PughBrilliant. That's the bit my team will look at first.
- Carys PughCan I ask about freshness? If a broker sends something in the afternoon, when would the platform know about it?
- Hannah LoweTo be precise, that depends on how often your feeds refresh, which we'd agree with your IT team. I'd rather not give you a time from memory.
- Carys PughThat's fair. Stale data is the thing that would kill it for us, honestly.
- Tom AshdownYes, and that's why we'd look at it properly in the proposal. I'll make sure it's in the written version.
- Hannah LoweRight, sorry, I'm back. Here's the reporting view. It's the same data, but you can build a summary by broker and by month, and export it.
- Carys PughCould I take that to the board? Not the exports, just the shape of it.
- Hannah LoweYou can, but I'd show them the sample set and say so, because the figures would be fake. I'd rather you didn't see fake numbers as real.
- Carys PughHa, fair. Yes, I'd make that clear.
- Tom AshdownCarys, roughly how many people would be using this day to day?
- Carys PughClaims handlers, a few underwriters, and the liaison team. More than you'd think, because everyone touches a claim at some point.
- Tom AshdownGood. That's the seat question for the proposal, and I'll have the commercial shape ready for it.
- Carys PughSorry, one more thing. What happens when a broker changes their submission format? We've had that a couple of times this year.
- Hannah LoweGood question. The short answer is the feed would break, and you'd see it, because the connector would stop loading records. The longer answer is that the fix is usually a mapping change, and we'd agree who owns that on your side before go-live.
- Carys PughRight. So who's on the hook for telling you?
- Hannah LoweIdeally you'd tell us, but the connector's health is visible, so if records stop arriving we'd see it too. I'll put both in the write-up.
- Tom AshdownThat's a sensible answer. Let's make sure the owner is named in the proposal.
- Carys PughYes. I need to run to another call in a bit, sorry.
- Tom AshdownNo problem, we'll wrap up. Hannah, did you want to show the last bit?
- Hannah LoweYes, just the export step, it's two clicks. There. That's it, all on sample data.
- Carys PughLovely. Thanks, that's really useful.
- Tom AshdownRight, so next steps. I'll pick up the IT contact and the commercial breakdown. Hannah does the access note and the questionnaire. Carys, you tell us who from compliance should join the next session.
- Carys PughWill do. Can we aim for next week, once I've spoken to the claims lead? Start of the week, if that works, mornings are better for me.
- Tom AshdownLet's get something in the diary. I'll send the invite today.
- Hannah LoweThanks Carys, I'll stop sharing now. Speak soon.
- Carys PughThanks both, bye.
- Tom AshdownCheers Carys, speak soon.
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