Fenmoor Specialty Underwriting / BG-Demo – QBR
Callcompleted
Fenmoor Specialty Underwriting · 14 Nov 2025 14:45
Quarterly review on 14 Nov 2025 with Callum Reid and COO Richard Thorne. Usage and questions are rising, no tickets were raised in thirty days, and Richard asked when the contract ends because he must take it to the board.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review on 14 Nov 2025 with Callum Reid and COO Richard Thorne. Usage and questions are rising, no tickets were raised in thirty days, and Richard asked when the contract ends because he must take it to the board.
What happened: Daniel Okafor ran the quarterly review with Callum Reid and Richard Thorne. He showed active users up well over a third on the previous quarter, with questions spread across more people.
Customer view: Callum described a capacity-provider request answered the same day, and Richard said the provider sent a complimentary note. Callum said claims staff are not resisting, they just have not been shown the brain.
Commercial: Richard asked what it costs and when it ends. Daniel confirmed Growth at £44k a year, agreeing with the order form and invoices, and the term running to 30 Jun 2026.
Watch: Richard wants no surprises before the board. The evidence does not show the renewal outcome.
Themes
As at Fri 9 Oct 2026Theme
Growth QBR, value and renewal
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to send Callum Reid claims session slots by Wednesday and aim to run it before the end of the month.
- Daniel Okafor to review the capacity providers' request list once Callum forwards it and come back on Monday.
- Daniel Okafor to send a short written usage summary so Callum can brief Richard Thorne.
Risks
As at Fri 9 Oct 2026- Richard Thorne must take the contract to the board and does not want to be surprised.
- Questions were previously concentrated in one or two users, so key-person risk remains if the claims team is not brought on.
Opportunities
As at Fri 9 Oct 2026- Claims handlers and junior underwriters are not yet on the brain, so the Growth user headroom can be filled.
- Callum Reid wants monthly oversight reporting for capacity providers, which could be a reporting use case to scope.
Transcript
Daniel OkaforHello, Callum, hello Richard. Can you both hear me alright?
Callum ReidLoud and clear. Richard's just sorting his headphones.
Richard ThorneAfternoon, Daniel. Yes, I can hear you.- Daniel OkaforLovely. Thank you both for your time, I know a Friday afternoon is the last place anyone wants to be. How has the week been treating you?
- Callum ReidBusy. Quarter-end bordereaux, and one of the capacity providers sent a long list of questions on Tuesday. So what I need out of today is a clear picture of whether the brain is earning its place. Richard will want the same.
- Richard ThorneI'd like to know what decision I'm being asked to make.
- Daniel OkaforThat's a fair question, Richard, and the honest answer is none today. This is the quarterly review, so it's really just to close the loop on how the last three months have gone, what the team is getting out of it, and what we might do together next. Nothing to sign.
- Richard ThorneGood. Keep it simple.
- Daniel OkaforI'll do my best. Let me share my screen. Can you see the usage page?
- Callum ReidYes. Go on.
- Daniel OkaforSo, the headline first. You have forty licensed users on Growth, and across the last month the number of people actually active on an average day has been around thirteen or fourteen. Compared with the previous quarter that's up by well over a third. So the team is finding it more useful, and more of them are coming back to it day after day, not just dipping in.
- Callum ReidWho's driving that? Is it still just my team?
- Daniel OkaforMostly underwriting operations, yes, but the new people are underwriters themselves. A handful who weren't logging in over the summer are now asking questions most days. I think that's the bordereaux work you showed them, Callum.
- Callum ReidIt is. I told them, if a broker asks about a cargo declaration, don't email ops, ask the brain. Saves everybody an afternoon.
- Daniel OkaforAnd that's exactly what shows in the data. Questions asked are up month on month, and they're spread across more people than before. Which matters to me, because last year a large share came from one or two users, and that's a risk if somebody is away or moves on.
- Callum ReidFair. I was the one asking half of them.
- Daniel OkaforYou were, and you were very good at it. But it's healthier now.
- Richard ThorneIs it stable? Any problems I should hear about?
- Daniel OkaforStable, yes. No tickets raised with us in the last thirty days at all, nothing urgent, and nothing outstanding. The nightly refresh has been landing before 07:00 every business day, so the dashboards are current when Callum's team sits down.
- Callum ReidI'll vouch for that. Seven o'clock, it's there. That was the thing I worried about at the start.
- Daniel OkaforI remember. You asked me what happens on a day it isn't, and I said we'd tell you before you had to ask. Thankfully we haven't had to test it.
- Callum ReidGood. What about the connectors? What's actually feeding it now?
- Daniel OkaforRight, let me pull that up. You've got the CRM, the helpdesk for claims tickets, the call recorder, and the shared mailbox for submissions, and the bordereaux files sitting in your Snowflake account. All of them loading, and the records indexed have kept climbing, so there's no sign of a source going quiet.
- Callum ReidFine. And records, is that what the capacity providers actually care about?
- Daniel OkaforIn a sense. It's what makes the answers complete. If the helpdesk had stopped loading, the claims view would look healthy simply because it was out of date. Flat records over several weeks is the thing I watch for, and you don't have it.
- Richard ThorneMm.
- Callum ReidDaniel, can I give you an example, so Richard hears it in our terms rather than yours?
- Daniel OkaforPlease do.
- Callum ReidThree weeks ago a capacity provider asked for every open claims ticket on a professional indemnity binder, with the last CRM contact against each and whether the related submission had been referred. That used to be two people, two days, three spreadsheets. One of my team did it in the brain before lunch. That's a capacity-provider question, and we answered it the same day. They noticed.
- Richard ThorneThey did. I had a short note from them. It was complimentary, which is unusual.
- Daniel OkaforThat's lovely to hear, Richard. Thank you for saying so.
- Richard ThorneWhat does this cost us, all in, at the moment?
- Daniel OkaforGood, clear question. You're on Growth at forty-four thousand a year, and that's what the order form says and what we've invoiced, so those two agree. There's nothing overdue on your side, and nothing extra running on top.
- Richard ThorneAnd that covers forty users.
- Daniel OkaforForty users, yes. You're using about a third of that on an average day, but of course not everyone is in every day, so the number of people who've logged in at some point in the month is higher. There's headroom.
- Callum ReidWhich I'd rather fill than pay for and not use. Who isn't on it yet?
- Daniel OkaforMostly the claims handlers and a few of the junior underwriters. How is the team finding it, from where you sit? Is there anyone you'd say is resisting?
- Callum ReidNot resisting. They just haven't been shown. Nobody's asked them to use it, and people are busy. If somebody puts forty minutes in front of them, they'd use it.
- Daniel OkaforThen that's something I can do. I could run a short session for the claims side, on their data, so they see their own tickets and not an abstract demo. I'll come back to you by the middle of next week with a couple of slots.
- Callum ReidBy when exactly? I'd like it before the year-end rush.
- Daniel OkaforSlots to you by Wednesday, and I'd aim for the session itself before the end of the month. If that slips I'll tell you straight away, I won't leave you guessing.
- Callum ReidGood.
- Daniel OkaforLet me show you the dashboards while I have them up, because that's the other thing that's moved.
- Daniel OkaforSo these are the ones your team built themselves, not ones we built for you. The referral tracker, the cargo declarations by binder, and this one, which I rather like, showing open claims queries against the age of the last contact. That's a real investment on your side, and it's the sort of thing that tells me the brain is part of the working week.
- Callum ReidThe referral tracker is the one the syndicates ask about. I'd like it split by class of business. Is that a big job?
- Daniel OkaforNot a big one, no. If the class sits in your CRM already it's a filter and a grouping, and one of your people could do it with a short walkthrough. I'd rather show them than do it for them, so it's theirs.
- Callum ReidFine. Include that in the session.
- Daniel OkaforI will. Noted.
- Richard ThorneDaniel. The contract. When does it come to an end?
- Daniel OkaforIt runs to 30 Jun 2026, so the renewal date is 1 Jul 2026. That's a good while off. I'm mentioning it only because you asked and because I don't want it to arrive as a surprise. I'll come back to you on it properly nearer the time, with the usage picture and what the next year might look like.
- Richard ThorneI'll need to take that to the board, in due course. I don't want to be surprised.
- Daniel OkaforUnderstood, and you won't be. I'll make sure Callum has what he needs to give you a simple summary, and if there's anything to change in the terms you'll hear it from me early.
- Richard ThorneGood. Thank you.
- Callum ReidDaniel, one more from me. The capacity providers are going to ask for oversight reporting on a regular cycle next year. Can the brain produce something I can send them, monthly, without me touching it?
- Daniel OkaforI think so, and I'd want to look at what they ask for before I promise a shape. Could you send me an example of the last request? Then I can tell you what's already there and what's missing.
- Callum ReidI'll forward Tuesday's list. It's long, I warn you.
- Daniel OkaforLong is useful. I'll read it over the weekend if you like, and come back to you early next week.
- Callum ReidMonday would be better.
- Daniel OkaforThen Monday it is, once it's with me.
- Richard ThorneAnything else I should know, Daniel? Anything that worries you?
- Daniel OkaforHonestly, no. Nothing worries me at the moment. If I were to pick one thing it would be making sure more than a handful of people carry the questions, and that's what the claims session is for. Otherwise the picture is a good one.
- Richard ThorneThen I'll leave you to it. Thank you both. Regards.
- Daniel OkaforThank you, Richard. Have a good weekend.
- Callum ReidRight, he's gone. Daniel, just so we're clear on actions. You send slots by Wednesday. I send Tuesday's list. You come back Monday.
- Daniel OkaforThat's all of it. And I'll send a short written summary of today's usage numbers so you've got something for Richard to look at. Best wishes, Callum, speak soon.
- Callum ReidCheers. Speak soon.
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