Fenmoor Specialty Underwriting / BG-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting · 21 Jul 2025 11:30
Healthy Growth check-in with Callum Reid: usage and questions asked are up, nightly refresh on time, and the open-queries dashboard is valued. Small service point on ticket updates; renewal flagged only as background.
What was said
What this says
As at Fri 9 Oct 2026Healthy Growth check-in with Callum Reid: usage and questions asked are up, nightly refresh on time, and the open-queries dashboard is valued. Small service point on ticket updates; renewal flagged only as background.
What happened: Daniel Okafor reviewed usage, tickets, dashboards and connectors with Callum. Around twelve people are active against forty licensed, and questions asked are up month on month and on the same month last year.
Customer view: Callum said the users love it, while the others forget it is there. He called the open-queries dashboard the best thing the team has done and wants to show it to the finance lead.
Service: He wanted a time on the claims field ticket rather than an open-ended holding message. Daniel agreed to pass that to support.
Commercial: Daniel noted the term runs to 30 Jun 2026 with renewal on 1 Jul 2026, and Callum confirmed Growth at forty-four thousand. Price for the next term was not discussed.
Themes
As at Fri 9 Oct 2026Theme
Growth usage and renewal prep
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to send times for a half-hour underwriter session by Friday.
- Callum Reid to send broker name spelling examples today, with Daniel Okafor to reply early next week.
- Daniel Okafor to prepare a one-page summary of the brain's value ahead of renewal.
Risks
As at Fri 9 Oct 2026- Usage sits with a core group of about twelve against forty licensed, and Callum Reid is the single biggest asker.
- Callum Reid said the renewal budget sits with the finance lead, who was not on the call.
Opportunities
As at Fri 9 Oct 2026- A short session with non-using underwriters could widen adoption and spread questions across more people.
- The open-queries dashboard gives Callum Reid a value case to show the finance lead before renewal.
Transcript
Daniel OkaforHello Callum, good morning. Can you hear me all right? I've got you on the screen but no sound yet.
Callum ReidYep, I'm here. Morning. Give me a second, I'm just closing a bordereaux file that someone's left open on the shared drive.- Daniel OkaforNo rush at all. Thank you for making the time, I know it's a busy stretch for you. Is it just the two of us today?
- Callum ReidJust us. I thought about pulling a couple of the underwriters in but I'd rather get through it quickly. What I need is a sense of where we are, whether anything's drifting, and what's coming up. That's it.
- Daniel OkaforThat's exactly the right shape for it. I'll go through usage first, then tickets, then anything you want to raise. And I'll leave a few minutes at the end for the renewal, only so it's not a surprise to you later. How has the week been so far?
- Callum ReidHot. Genuinely. The whole office is sitting there with the windows open and nobody's talking. Capacity providers are all chasing at once, so it's been questions, questions, questions.
- Daniel OkaforWhich is rather the point of the brain, isn't it. Right, let me share my screen. Can you see the usage page?
- Callum ReidYep. Bit small. Can you push it up?
- Daniel OkaforIs that better? Good. So, headline. Over the last thirty days you've had around twelve people active on average, and that's up about fourteen percent on the previous quarter. You're licensed for forty on Growth, so you've got plenty of room.
- Callum ReidTwelve. That sounds about right. It's the same core group, mostly. Me, the bordereaux team, a few of the underwriters who've got into the habit.
- Daniel OkaforThat's what I see too. Which is good news and a small flag at the same time. How is the team finding it, day to day? Not the headline, the honest version.
- Callum ReidHonest version. The ones who use it, love it. They stopped emailing me for the submission history. They ask it, they get the answer, and they move on. The ones who don't use it, I think they just forget it's there.
- Daniel OkaforYes, I hear that a lot, actually. People who've been doing a job one way for years go back to the old route when they're under pressure. It's not resistance, it's habit.
- Callum ReidRight. So what do I do about it? By when?
- Daniel OkaforFair question. I'd suggest a short session with the underwriters who aren't using it yet, built around their own questions. Not a tour of features. Just their last five oversight queries, asked live. I can run it, and I'll come back to you by Friday with a couple of times that avoid your month-end.
- Callum ReidFriday works. Make it half an hour, no more. They won't sit through more.
- Daniel OkaforHalf an hour. Noted. Now, questions asked. I'll be careful with this one because it's the number I care about most. The volume of questions is up month on month, and it's also up on the same month last year, which is a nice thing to be able to say.
- Callum ReidWho's asking them? Is it mostly me?
- Daniel OkaforYou're the single biggest asker, yes. I'd say you're a good share of it but not the majority, which is healthy. I do keep an eye on it, because if one person is doing most of the asking, then it's a risk if that person's away or moves on.
- Callum ReidI'm not going anywhere. But fair. Spread it out. That's the training session, then.
- Daniel OkaforExactly that. Okay, records indexed. Let me scroll. This is the one that tells me whether the brain is going stale. And it's moving steadily, there are no flat patches. The submissions connector, the claims tickets, the CRM activity, they're all refreshing.
- Callum ReidAnd the nightly refresh. Was it done by seven every morning? Because if the dashboards aren't right at seven, I've got an underwriter standing at my desk at five past.
- Daniel OkaforIt has been, on the business days I can see. I'll just close the loop on that: I've looked at the last month specifically and there's no morning where it finished late. If there had been, you'd have heard from us.
- Callum ReidGood. That's a capacity-provider question as much as mine. They look at the timestamps.
- Daniel OkaforI know. And I think that's a nice example of why it matters. Right, tickets. You've raised two in the last thirty days, neither of them high priority.
- Callum ReidOne was mine. The one about the dashboard filter. The other I think was one of the team.
- Daniel OkaforThat's right. The filter one was a how-to, answered the same day. The other was about a field that wasn't mapping the way your team expected from the claims system, and that one took a little longer because we needed to look at the source with you. It's resolved, but I wanted to ask whether you were happy with how it was handled.
- Callum ReidThe first one, fine. The second one, I'd have liked a time sooner. For a day or so it was, we're looking into it. And I don't accept that without a time.
- Daniel OkaforThat's a fair thing to say, and I'd rather you said it. I'm going to make sure that when anything from your team needs investigation, you're told when the next update is, even if the update is only that we're still working on it. I'll pass that on to the support side this week.
- Callum ReidThat's all I want. A time. Doesn't have to be good news.
- Daniel OkaforUnderstood. Anything else on tickets? Or anything you've noticed that you haven't raised, because it didn't seem worth a ticket?
- Callum ReidHmm. There's the thing with the broker names. Same broker, three spellings. It's not broken, it's just irritating when you're counting.
- Daniel OkaforMm. That sounds like a data hygiene issue in the source rather than something the brain is getting wrong, but I'd like to look before I say so. Could you send me two or three examples? Just the broker names as they appear, that's enough.
- Callum ReidYeah, I'll send you a few after this. Today.
- Daniel OkaforThank you. And I'll come back to you by early next week with what I find. Right, shall I move on to dashboards? You've been building some, I think.
- Callum ReidA few. Mostly the bordereaux one. Premium and claims by binder, and one that shows the open queries from capacity providers by age. That one's actually the best thing we've done.
- Daniel OkaforI've seen it. It's well put together. And it's worth saying, because dashboards are included in Growth, so you're getting full use of what you're paying for there. A lot of customers on your tier never build one.
- Callum ReidDo other people have something like that? Other MGAs?
- Daniel OkaforI can't talk about specific customers, as you'd expect, but what I can say is that the shape you've built, ageing of open queries, is the one that tends to land best with the people who sit across the table from you. Capacity providers like to see that someone is on top of the backlog.
- Callum ReidThat's the idea. Okay. Good.
- Daniel OkaforNow, a small piece of housekeeping, and then I'll let you get on. Connectors. You've got the main ones configured and nothing is sitting broken. I did want to ask whether there's another source you've been thinking about adding.
- Callum ReidNot right now. We've got what we need. If the claims team start asking for something, I'll tell you. But no, I don't want to add a thing and then have to babysit it.
- Daniel OkaforCompletely reasonable. I'd always rather you added a connector because you needed it than because we suggested it.
- Callum ReidGood. Is that it, then? Because I've got a call at twelve fifteen.
- Daniel OkaforAlmost. Two more minutes, I promise. The renewal. Your current term runs to 30 Jun 2026, and the renewal date is 1 Jul 2026. That's still some way off, so there's nothing for you to do. I'm only mentioning it so it's on your radar and so nothing arrives out of the blue.
- Callum ReidRight. And that's the forty-four thousand. Same as now?
- Daniel OkaforYou're on Growth at forty-four thousand a year at the moment, yes, and that matches what's been invoiced. I won't talk about the next term today because we'll go through it properly nearer the time, with Priya and with whoever on your side looks after the budget.
- Callum ReidYeah, that's not mine. That's for our finance lead. I'll just say that if it's useful for him to see the usage, I'll want to show him the open-queries dashboard. That's the thing that proves it.
- Daniel OkaforI think that's a very good instinct. And when we get closer, I'll put together a short summary of what the brain has been doing for your team, in your terms, so you've got something to hand over rather than having to build it yourself.
- Callum ReidGood. I'd appreciate that. Keep it short. One page.
- Daniel OkaforOne page. Understood.
- Callum ReidAnything else from you? Otherwise I need to go.
- Daniel OkaforNothing else. Just to close the loop on what we agreed: I'll send times for a half-hour session with the underwriters by Friday, you'll send me those broker name examples today, and I'll come back to you early next week on them. And I'll make sure your team gets a time on anything that's under investigation.
- Callum ReidThat's the list. Thanks, Daniel.
- Daniel OkaforThank you for your time, Callum. Enjoy the rest of the day, and try to find some shade. Speak soon.
- Callum ReidCheers. Bye.
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