Finding a time for the Kelbrook QBR

Hi Rebecca, Hope the week is off to a good start. Following on from our last call, I'd like to get the next quarterly review in the diary. Growth includes a QBR each quarter, and I think it's worth using this one to look at how member services, underwriting and claims are each using B-Viz, rather than just going through the headline numbers. I've pulled the numbers and can share my screen, so it should be easy to walk through. What I'd like to cover: - how your teams are using chat and search day to day - which connectors are feeding the brain and whether anything needs attention - the dashboards your teams have built so far - anything you'd like us to look at before the contract moves towards its end on 16 Jan 2026 Would either of these work for you: Thursday or Friday next week, ideally in the afternoon? Shall we book thirty minutes? Happy to jump on a call for longer if you'd like more time with the detail. If it's useful, bring along anyone from your team who has questions. Thanks, Marcus

Hi Marcus, Thanks for this. Thursday afternoon suits me better, as Friday is usually taken up with the helpline team and I like to be around for them. I'd rather we gave it a bit more than thirty minutes if we can. When we spoke last time I said I wanted the relationship managers to see more of what the system can do before their next round of member renewal meetings, and I don't want that squeezed into the last five minutes. Let's not make the teams wait another quarter for answers. One question: is the usage picture the whole picture? I'd like to understand whether people are asking questions or just opening pages, because that is what I'll be asked about internally. If you can show me that, I'd be grateful. I'll ask a colleague from underwriting to join us as well. Malcolm will want a summary afterwards, so a short note would help. Kind regards, Rebecca

Hi Rebecca, Thursday afternoon it is. I'll send an invite for 14:00 and keep the slot open for an hour, so there's room to go through the detail and take questions from your colleague in underwriting. On your question, yes, I'll split it out: who is asking questions, how that compares with earlier in the year, and where it's mostly page views. I'll be straightforward about what the numbers do and don't show, and I'll flag anything I can't tell from the data rather than guess. I'll write up a short summary for Malcolm after the call. Pricing and terms aren't on the agenda for this one, so if those come up I'll pass them to Tom Ashdown. Thanks, Marcus