Follow-up from our QBR
Email thread Kelbrook Mutual Insurance · cs
After the QBR recap, the CFO restated the £58k contracted annual figure for 80 users to 16 Jan 2028 and asked for cost and use over the full term. He accepts a claims session only if it commits Kelbrook to nothing beyond the current order form.
What was said
What this says
As at Fri 9 Oct 2026After the QBR recap, the CFO restated the £58k contracted annual figure for 80 users to 16 Jan 2028 and asked for cost and use over the full term. He accepts a claims session only if it commits Kelbrook to nothing beyond the current order form.
Ask: Marcus Bell recapped a small dip in active users, no open tickets and a Growth term to 16 Jan 2028. He proposed a claims session and asked Tariq about connector changes.
Customer view: Malcolm Hebden wants cost compared with use over the full term, because the board will ask. He is not troubled by the dip but wants to know what the claims session should change, and by when.
Next: Marcus owes Malcolm written confirmation that the session adds no commitment. Tariq is to answer the connector question separately, and the evidence does not show whether he did.
The thread
Updated 9 Oct 26Messages
Marcus Bell 9 Jun 2026 09:39Hi all, Thanks for making time for the review. I've pulled the numbers and the notes together, so here is a short recap of what we covered. - Usage: the active user count has dipped a little against the previous quarter. Nothing sudden, and the people using it are using it regularly. I'd like to understand who in underwriting and claims hasn't picked it up yet. - Support: no tickets open and nothing high priority, so the overnight loads look steady from our side. - Contract: Kelbrook is on Growth with 80 licensed users, and the term runs to 16 Jan 2028. No change is needed there. - Next step: I'd like to run a short session with the claims team on asking questions across policy and call history. Rebecca, I think that's the quickest way to widen use. Malcolm, I know you like to see how the cost sits against the full term, so I've included the contracted annual figure in the usage pack. Happy to jump on a call if you want it walked through. Tariq, can you let me know if any connector settings have changed recently? I just want to be sure nothing is quietly stalling. Thanks, Marcus
Malcolm Hebden 12 Jun 2026 11:20Dear Marcus, Thank you for the recap, and for the usage pack. I have read it with some care. To confirm my understanding: the contracted annual figure is £58,000, for 80 licensed users, and that holds until 16 Jan 2028. Please correct me if I have any of that wrong. As I said at the review, I would like any comparison of cost and use set over the full term, please, rather than a single quarter. These are members' money, not ours, and the board will ask. On the dip in active users: I am not troubled by a small movement, but I would like to know what the claims session is expected to change, and by when. If Rebecca is content with the proposal, I have no objection to it going ahead, provided it does not commit us to anything beyond the current order form. Could you confirm that in your reply? Tariq will answer your question on the connectors separately. Malcolm Hebden