Following up on the renewal call
Email thread Kelbrook Mutual Insurance · sales
Tom Ashdown chased the renewal and flagged a usage dip. Malcolm Hebden, the CFO, replied that the pricing letter worries him, wants written confirmation of what it means for Kelbrook, and cannot decide without the board.
What was said
What this says
As at Fri 9 Oct 2026Tom Ashdown chased the renewal and flagged a usage dip. Malcolm Hebden, the CFO, replied that the pricing letter worries him, wants written confirmation of what it means for Kelbrook, and cannot decide without the board.
Ask: Tom wanted a call early in the week and asked what lay behind the usage dip. Malcolm asked for a written explanation of what the pricing letter means for Kelbrook, with the dates it relies on.
Customer view: The board agreed a two-year Growth term on the understanding that costs would be predictable. Malcolm does not want to discuss renewal in the abstract and will not decide on the day.
Next: BG-Demo owes a written answer on price basis before any call. Malcolm is free Wednesday or Thursday once he has it.
The thread
Updated 9 Oct 26Messages
Tom Ashdown 2 Jan 2026 11:30Hi Malcolm, Happy New Year, and I hope you got a proper break. Mine was mostly spent on the sofa, no complaints. I wanted to pick up where we left off after the last call. The current term ends on 16 Jan 2026, so we're getting to the point where we need to agree how the renewal is going to be handled. Leave that with me on the paperwork side, but I don't want to put anything in front of you before you've had a chance to say what you need. One thing Marcus flagged when he went through the usage is that activity has dipped a bit over the quarter. It's partly the holidays, I'm sure, but I'd like to understand whether there's something behind it, such as a team that's busy with something else or a question that isn't getting answered. If there's anything we can do on the training side, or with how the three teams are using it, I'd rather hear it now. Could we get something in the diary early next week? I'll confirm anything on price in writing rather than from memory, so you've got it properly set out. Cheers, Tom
Malcolm Hebden 5 Jan 2026 09:58Dear Tom, Thank you, and a happy New Year to you as well. I will be candid. The letter about the revised pricing reached me this morning, and I have not yet had time to digest it properly. I am also aware of what you say about usage. The lower figure does not surprise me entirely. Some of the teams were stretched in December, but I would not wish to assume that is the whole explanation, and I shall ask the team leads. The two matters are connected in my mind. The board agreed a two-year Growth term on the understanding that costs would be predictable over the planning cycle, and I need to be sure that understanding still holds before we go further. I would ask that we do not discuss a renewal in the abstract. Please could you tell me, in writing, what the letter means for Kelbrook specifically, with the dates it relies on? I am free on Wednesday or Thursday for a call once I have had your answer. I will not be able to decide anything on the day, as the board will need to see it first. Kind regards, Malcolm Hebden