Saltdean Hart Insurance Brokers

Account status: the 6 Jan 2026 email reads as post-churn. Alice Brewer invited Abi Coombes, the Systems Administrator, to the 15 Jan 2026 webinar, said the team's time with BG-Demo had finished and asked what BG-Demo should have done better on the admin side.

Customer response: Abi did not reply in the thread. The read flags the admin who knew the set-up best as silent, and suggests any feedback could inform a win-back approach.

Finance contact: on 30 Mar 2026 Alice invited Trevor Mayhew, Finance Manager, to the Thursday 16 Apr 2026 webinar and asked him to pass it on. The read treats it as a marketing invitation with no signal on value, price or renewal.

Open at the end: no feedback received, no customer reply in either thread, and no sign of a win-back conversation. The evidence does not show why the account ended or when the contract finished.

Renewal: On 3 Oct 2025 Marcus Bell walked Nigel Ferris and Trevor Mayhew through usage and the renewal. Priya Raman gave £40k a year as the contracted figure, expected it to hold, and promised an order form with annual and quarterly options by 24 Oct 2025.

Value: Nigel asked whether they get their money's worth. Trevor queried cost per seat, as forty licences are held and fewer than ten people are active on a normal day.

Scheduling: On 14 Oct 2025 Marcus asked Zoe Kendrick for a 30-minute quarterly review. Zoe was stretched, asked whether the claims team could see the same figures, and said Nigel would join for the renewal part.

QBR: On 20 Oct 2025 Marcus reviewed usage with Zoe and Nigel. Usage and questions were up a little, with no tickets and invoices paid on time. Most questions come from Zoe, two account executives and one claims handler, and Zoe agreed to name a second knowledgeable person.

Follow-up: On 21 Oct 2025 Marcus's note said usage was steady and slightly up. Nigel asked for the renewal bottom line, and Priya was to pick up the commercial conversation. The thread holds no customer reply.

Open at the end: The renewal was unsigned, as Nigel will not sign by email and wants a call first. Nigel's question about bettering the price was still open, and the evidence does not show an executed order form.

Renewal notice: On 22 Aug 2025 Marcus Bell gave formal notice that the Growth term ends 21 Nov 2025, citing £40k and 40 licensed users. Managing Director Nigel Ferris asked for a phone call and wants to see it earning its keep.

Scheduling: On 28 Aug 2025 Marcus flagged a usage dip and asked for 30 minutes. Nigel again asked for the bottom line by phone.

Renewal call: On 1 Sep 2025 Marcus said usage was down by more than a third, mostly from two or three people. Zoe Kendrick said the claims team never got into the habit, and Nigel said he will not sign without a conversation.

Commercial: Trevor Mayhew confirmed the payments are on time and wants paperwork a few weeks before 21 Nov 2025. Priya Raman held back a new number until a claims team session has been held.

Check-in: On 17 Sep 2025 Zoe said nothing is broken, it is just not top of mind. About seven people log in weekly, no dashboard has been built this term, and the claims session had slipped.

Booking: On 29 Sep 2025 Nigel apologised for a slow reply and offered Monday or Tuesday late morning. Marcus agreed to ring on Monday.

Open at the end: The claims session, the one-page summary, the renewals dashboard and the call with Nigel were all still to happen. Nigel had given no view on the renewal itself.

Booking: On 11 Apr 2025 Marcus Bell proposed the Growth QBR. Zoe Kendrick agreed to an hour, asked for a morning not on Monday, and will bring a claims colleague.

Outreach: Sofia Marchetti invited Nigel Ferris, Managing Director, to a webinar on 17 Apr 2025 (sent 12 Apr 2025). Nothing in the thread shows a reply.

QBR: On 22 Apr 2025 Marcus and Priya Raman presented to Zoe. Average active users were around seven, getting on for double the prior quarter, with questions spread across more people and no tickets.

Customer view: Zoe said it was a nicer call than she expected. She cannot say anything on renewal until her sign-off person has seen it, and the evidence does not show who that is.

Value line: Priya asked for a line or two on value. Zoe said not today and asked to be reminded in a fortnight.

Events: Sofia invited Paul Ottaway on 27 May 2025 and Zoe on 7 Jun 2025 to the Customer Day on 12 Jun 2025. Neither thread shows a reply.

Support: On 13 Jun 2025 Paul asked how to join CRM and helpdesk data in a dashboard. Olivia sent guidance, Paul supplied sample exports, which shows dashboards builder use.

Open at the end: The renewal case, the sign-off person, the value line, the summer diary slot and the motor fleet dashboard session were all unresolved. The term ends towards the end of November.

Onboarding: On 7 Jan 2025 Abi Coombes said by email she was the only admin and needed help with the user list. The 13 Jan 2025 call repeated this: she is the one person on the project and said that if she is off sick, nothing moves.

Support: A connector setup ticket opened on 13 Jan 2025 was solved 7 Feb 2025, with the helpdesk API key still awaited from the customer's own team. The claims system has no known way in, and Abi was to ask its supplier about a scheduled export.

Training: On the 27 Jan 2025 call Paul Ottaway, who came in doubting, was won over by traceable answers. Open claim ages look wrong, and the depth of claims history is unconfirmed.

Adoption: On 4 Mar 2025 a ticket asked for scheduled PDF dashboard exports. CSV export was accepted as the interim answer, and the customer is building dashboards.

Renewal: On the 26 Mar 2025 check-in Zoe Kendrick, Head of Operations, said she uses little of the 40 licensed users. She was told the contract runs to November and she will not buy without the person who signs things off.

Open at the end: The sign-off person is not named in the reads. Mailbox scope confirmation, claims history depth, a second admin and a dashboards session were all still to do. The webinar and conference invitations drew no reply.

Sales: On 10 Oct 2024 Priya Raman proposed Growth at £52k all in, a proposal and not executed paper. Nigel Ferris said he would sign if the order form matched the call.

Negotiation: On 28 Oct 2024 BG-Demo held the figure, said any discount is first term only, and accepted Trevor Mayhew's request for quarterly payment and split lines. Signature was pencilled for 8 Nov 2024.

Slippage: On 6 Nov 2024 Nigel apologised that the date had slipped and asked for a call. He was not objecting.

Signing: At the 26 Nov 2024 kickoff, Marcus Bell confirmed the contract summary: signed 22 Nov 2024, term to 21 Nov 2025, £40k annual subscription, forty licensed users. Invoice INV-089-0001 (£14k gross) and INV-089-0002 (£48k gross) were sent to Trevor with no reply shown.

Onboarding: Zoe Kendrick has only a couple of hours a week, and Abi Coombes is the sole admin. On 10 Dec 2024 the claims file timing was unconfirmed. On 24 Dec 2024 it arrived late on some nights, Zoe called a stale client answer unacceptable, and usage was about one person a day.

Support: A search ticket opened on 26 Nov 2024 took 866 minutes to get a first response and was solved 12 Dec 2024. A how-to ticket on 11 Dec 2024 was fixed with a permission upgrade.

Open at the end: Written access, the seat list, the supplier's earlier export and the fleet folder were still outstanding. Abi's session moved to January.

Discovery: On 13 Sep 2024 Priya Raman ran a discovery call with Zoe Kendrick and Nigel Ferris. Zoe described slow claims queries, private notes and late complaints; Priya gave £52k as the Growth proposal total, a figure still to be split into implementation and subscription.

Risk raised: Nigel said tools like this have gone unused before and wants it to save time. Zoe is the only champion and could not put a number on how often claims queries occur.

Scheduling: In the 20 Sep 2024 thread Zoe apologised for a slow reply, said the team is stretched, and asked to bring Sinead Maguire and Abi Coombes from IT. She ruled out mornings.

Demo: On 25 Sep 2024 Priya and Hannah Lowe ran a 45 minute demo on a sample of the customer's own exports for Zoe, Abi and Sinead. The fit with claims and renewals pain was strong, but Nigel was not on the call.

IT questions: In the 27 Sep 2024 thread Abi asked about connector access, data location and who owns the nightly refresh, and wanted written answers from Hannah. Sinead and Zoe had not replied in the thread.

Open at the end: Hannah's written answers to Abi, Sinead's list of first claims questions, and Nigel seeing the proposal. The target was signature by 8 Nov 2024; Abi has no Snowflake account.