Kelbrook Mutual Insurance - QBR
Documentfinal Kelbrook Mutual Insurance · QBR deck · final · 6 Oct 2025
Final QBR deck prepared by Marcus Bell, dated 6 Oct 2025, for a Growth customer on a two-year term ending 16 Jan 2026. It reports steady, flat usage, one ticket and no overdue invoices, and states no measured value figure.
What it says
What this says
As at Fri 9 Oct 2026Final QBR deck prepared by Marcus Bell, dated 6 Oct 2025, for a Growth customer on a two-year term ending 16 Jan 2026. It reports steady, flat usage, one ticket and no overdue invoices, and states no measured value figure.
What it is: a customer success QBR deck by Marcus Bell, Customer Success Manager, for the review on 6 Oct 2025. It says the contract is Growth on a two-year term with "Contracted annual recurring revenue | £56k" and "Licensed users | 80".
Commits: it is not a contract and binds no one. It says service levels "apply as per the order form" and states no availability, response time or refresh figures. The next steps give Marcus Bell actions, including a team usage breakdown "Within the next couple of weeks".
Unusual: usage is flat and the deck says "I do not have a measured value figure for Kelbrook". The term ends 16 Jan 2026, so the renewal is close, and the deck is a year old.
Not settled: the deck gives no usage numbers, no team breakdown and no renewal price. It does not show whether the term was renewed or what happened after this review. The £56k is the figure in this deck, not a verified current value.
As found in this document
As at Fri 9 Oct 2026- Date end16 Jan 2026Source: the AI read of this record
- Date renewal16 Jan 2026Source: the AI read of this record
- Service levelsService levels under Growth apply as per the order form.Source: the AI read of this record
The document
Body
Kelbrook Mutual Insurance - Quarterly Business Review
Prepared by: Marcus Bell, Customer Success Manager, BG-Demo Account owner: Tom Ashdown Review date: 6 Oct 2025 Status: Final
Agenda
- Where we are: the contract in brief
- Usage and adoption this quarter
- Support and service
- Value: what Kelbrook is using B-Viz for
- Opportunities to get more from the Growth tier
- Plan and next steps
I've pulled the numbers from the usage reports and the helpdesk, and kept this short so we can spend the time on discussion.
Where we are
| Item | Detail |
|---|---|
| Customer | Kelbrook Mutual Insurance, Leeds |
| Industry | Insurance: a mutual insurer of schools, churches, charities and community buildings across the UK |
| Customer since | 17 Jan 2024 |
| Tier | Growth, on a two-year term |
| Contracted annual recurring revenue | £56k |
| Licensed users | 80 |
| Current term ends | 16 Jan 2026 |
Read the whole document (4,952 characters)
Kelbrook bought Growth so that member services, underwriting and claims can see each member's policies, claims and calls together in one place, rather than reconciling separate systems by hand. That is still the test we should hold ourselves to in this review.
Usage and adoption
Headline: usage is steady. Active users held level against the prior quarter, with no real movement up or down.
- Licensed users are 80, and the number of people active in a typical month is well below that. That gap is headroom, not a problem in itself, but it tells us there are licensed people who have not yet made B-Viz part of their week.
- Because activity is flat, there is no sign of a drop-off, and no sign yet of the growth we would want to see across all three teams.
- I have not broken usage down by team in this deck. That is one of the things I would like to do together with Kelbrook, so we can see whether member services, underwriting and claims are all pulling their weight or whether one team is carrying most of it.
What this does not show: the reports tell us how many people are active, not how useful they find it. That is a conversation, not a chart.
Support and service
| Measure | Last 30 days |
|---|---|
| Tickets raised | One |
| High priority tickets | None |
| Overdue invoices | None |
- A single ticket in the month and nothing urgent. Nothing to escalate.
- Invoices are paid on time, so there are no commercial issues on the account.
- Service levels under Growth apply as per the order form. Nothing this quarter has tested them.
Quiet support is good news, but with flat usage I would not want to read too much into it. I would rather hear directly from the teams about what is and is not working.
Value: what Kelbrook gets from B-Viz
The reason for the purchase was a single view of each member across policies, claims and calls. The questions worth asking this quarter are:
- Member services: are agents using B-Viz to answer a member's query without switching between systems?
- Underwriting: are underwriters checking claims and call history when they review a policy?
- Claims: are handlers using the combined view to see earlier conversations with the member?
I do not have a measured value figure for Kelbrook, and I do not want to invent one. What would help is two or three concrete examples from the teams, such as a query that used to take a long time and now does not. With those, we can write a short value summary that the leadership team can see before the renewal conversation.
Opportunities on the Growth tier
- Wider adoption of the licensed seats. Short, team-specific refresher sessions for whichever team is least active. Happy to run these.
- Dashboards. The dashboards builder is part of Growth. If Kelbrook's teams are not yet building their own, a working session could show what is possible with their own data.
- Connectors. Worth checking whether any system the teams rely on is not yet connected, within the Growth connector allowance.
- Value case. Gather a few examples of time saved or queries answered, so the benefit is written down.
Plan and next steps
| Action | Owner | Timing |
|---|---|---|
| Break usage down by team and share it with Kelbrook | Marcus Bell | Within the next couple of weeks |
| Agree which team to run a refresher session for | Marcus Bell with the Kelbrook sponsor | After the team breakdown |
| Collect two or three examples of value from the teams | Kelbrook team leads, supported by Marcus Bell | Before the next review |
| Review the contract end date and renewal timetable | Marcus Bell, with Tom Ashdown for commercial terms | Ahead of the renewal notice, well before the term ends on 16 Jan 2026 |
| Check whether any further systems should be connected | Marcus Bell | At the next working session |
Shall we book 30 minutes to go through the team breakdown once it is ready? Happy to jump on a call whenever suits.
Thanks, Marcus
Unusual terms
As at Fri 9 Oct 2026- Two-year term ending 16 Jan 2026
- No measured value figure stated