Fenmoor Specialty Underwriting / BG-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting · 15 Apr 2026 14:30
Imogen Hartley, Chief Data Officer, says the brain is being used for real questions and wants claims staff trained. She will not ask for more seats yet. Her leadership group wants proof of value, and she asked whether the price change applies at renewal.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley, Chief Data Officer, says the brain is being used for real questions and wants claims staff trained. She will not ask for more seats yet. Her leadership group wants proof of value, and she asked whether the price change applies at renewal.
What happened: Daniel Okafor and Imogen Hartley held a check-in on 15 Apr 2026. They covered usage and the renewal, and no tickets had been raised in the last month.
Customer view: Imogen says the brain has not gone quiet and wants claims and broker staff added. She will not ask for more seats while two thirds of the licence sits idle.
Commercial: The Growth subscription is £44k a year with the term ending 30 Jun 2026. She asked whether the price change bites, and Daniel promised written confirmation because the order form governs.
Watch: Her leadership group wants a plain account of what the brain delivers. She wants a named sponsor, a reason and a date for any expansion, and the call does not show how the renewal concluded.
Themes
As at Fri 9 Oct 2026Theme
Usage headroom and renewal
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 written renewal details to Imogen Hartley by the end of the following week, copying Priya Raman.
- Daniel to produce a one-page month-by-month questions and team usage summary for the leadership group.
- Daniel to offer slots for a forty-five minute claims training session.
Risks
As at Fri 9 Oct 2026- Only about fourteen of 40 licensed users are active, and the leadership group wants evidence of value.
- The customer asked whether the price change applies at renewal and has no written answer yet.
- Any expansion could drift without a named sponsor, a reason and a date.
Opportunities
As at Fri 9 Oct 2026- A claims team training session on the customer's own data could widen use beyond underwriting operations.
- Capacity providers are moving to claims turnaround questions, which join tickets and CRM activity in the brain.
Transcript
Daniel OkaforHello Imogen, can you hear me all right? Thank you so much for making the time this afternoon.
Imogen HartleyI can, loud and clear. Hello Daniel. Sorry, I'm just dragging a second screen across, give me a moment. There. Right.- Daniel OkaforNo rush at all. It's just the two of us today, I think, so I'll assume nobody else is joining unless someone appears. How has your week been?
- Imogen HartleyBusy, in the way weeks are busy when the capacity providers are asking questions. It's been raining sideways over the City all morning, which hasn't helped anyone's mood, but the afternoon has brightened up a bit.
- Daniel OkaforSame here, I got properly soaked on the walk in. Anyway. Just so you know what I had in mind: this is a regular check-in, nothing heavy. I'd like to look at how the team is using the brain, whether anything is getting in your way, and then spend a few minutes on the renewal so there are no surprises. Does that suit?
- Imogen HartleyThat suits perfectly. Let me set the context first, if I may, because it frames everything else. The real question for us at the moment is how quickly underwriting operations can answer an oversight question from a capacity provider without anyone rebuilding a spreadsheet. That is the whole reason we bought the brain.
- Daniel OkaforYes, I remember that from the start. One view of submissions, bordereaux queries, claims tickets and the CRM activity. How is the team finding it?
- Imogen HartleyHonestly, better than I expected at this point. I've seen this kind of tool work, and I've seen it go quiet after the first enthusiasm. This one hasn't gone quiet. People are asking it real questions, not just poking at it.
- Daniel OkaforThat matches what I see on my side. Active users have gone up by about a fifth compared with the previous quarter, and on average it's around fourteen people in any given month. Which, against forty licensed users, tells me there's a good deal of room still.
- Imogen HartleyRight, and that's the bit I want to talk about. Fourteen out of forty. I don't love leaving two thirds of a licence unused, it feels a bit wasteful, and frankly I'd rather fill it than explain it.
- Daniel OkaforWell, I wouldn't call it waste. It's headroom, and you only really get it by having people move at their own pace. But I take the point. Who do you think are the obvious next users?
- Imogen HartleyClaims, to start with. They live in the tickets and they're forever being asked for the same history by someone in underwriting. And there are a few people on the broker relationship side who still ask underwriting ops to pull things for them.
- Daniel OkaforMm. And do they know the brain exists, or is it more that they haven't been shown?
- Imogen HartleyMostly the second. They've heard it mentioned in meetings. Nobody has sat down with them and said, here's your question, here's the answer in ten seconds.
- Daniel OkaforThat I can help with. I could run a short training session for claims, using your own data so it isn't a demo of something abstract. Perhaps forty-five minutes, with a few of the questions you've just described.
- Imogen HartleyYes. Please. And I'd want to be in the room for the first ten minutes, because people pay attention when the data officer turns up. Let's make it count.
- Daniel OkaforI'll come back to you with a couple of options for slots. I won't guess at a date before I've checked it with my own diary, but it will be soon.
- Imogen HartleyFine. Now, I should say, I've been asked by the leadership group what the brain is actually delivering, in plain words. I can answer anecdotally but I'd rather have something a bit more solid.
- Daniel OkaforThat's a fair thing to ask, and it's exactly what these check-ins are for. What would the leadership group find most convincing? Questions asked, time saved, something else?
- Imogen HartleyQuestions asked, certainly, and who is asking them. And whether the answers are going to the people who have to respond to capacity providers. If I can show that it's a spread of people and not just me and a couple of keen analysts, that's the story.
- Daniel OkaforUnderstood. I can pull a month-by-month view of questions and a breakdown by team, and put it in a one-page summary you can take upstairs. How does that sound?
- Imogen HartleyThat sounds very good. Short, if you can. Our leadership group have a limited appetite for charts.
- Daniel OkaforShort it is. One page, plain language. Moving on a little, there's one thing I always ask. Has anything been getting in your way? Anything slow, anything that looked wrong?
- Imogen HartleyNot really. I think we haven't raised a single ticket in the last month, have we? Which I put down to either the product being well behaved or my team being polite.
- Daniel OkaforNot a single one in the last thirty days, no. I did check, and nothing urgent either. And the nightly refresh has been landing on time, as far as I can see on my side. Does that match what people feel in the mornings?
- Imogen HartleyIt does. People get to their desks and the picture is current. The only grumble I've had, and it's a small one, is somebody wanting a view of the bordereaux queries that is split a bit differently. I told them to build it themselves in the dashboards builder.
- Daniel OkaforGood. That's what Growth is for. And did they?
- Imogen HartleyI believe so. I'll have to ask. If they haven't, I'm going to assume they were waiting for permission and give it to them.
- Daniel OkaforWell, I can tell you from the usage that dashboards are being built, and that's a lovely sign. It means people are investing their own time, not just consuming what we set up.
- Imogen HartleyGood. Let me say something slightly wider, if I may. I've been here since the beginning of March, and one of the first things I did was go and look at what I'd inherited. The brain was one of the pieces I was pleased to find already working. I didn't have to start from nothing.
- Daniel OkaforThat's kind of you to say. And for what it's worth, it has been a real pleasure working with you again.
- Imogen HartleyLikewise. It does make a difference to start a conversation with someone who already knows what the thing is for.
- Daniel OkaforRight. Let me turn to the renewal, just so it's out in the open. The current term ends on 30 Jun 2026, and the renewal starts on 1 Jul 2026. You're on Growth at forty-four thousand a year, and that's what's on the order form and what has been invoiced. Nothing is overdue on your account, so there's nothing to untangle there.
- Imogen HartleyGood, I'd rather like it to stay that clean. Now, I know there was a price change announced to existing customers at the start of the year. Does that bite on us?
- Daniel OkaforIt's a fair question, and I want to be careful to give you the right answer rather than a quick one. The order form decides your terms. I'll confirm in writing exactly what applies at renewal, so you're not relying on my memory of a conversation. I'll come back to you on that by the end of next week.
- Imogen HartleyI appreciate that. I'd rather have it on paper before I speak to our finance team.
- Daniel OkaforOf course. And Priya Raman is still your account owner on the commercial side, so she'll be involved in the paperwork. I'll make sure she sees what I send you, so you aren't getting two different stories.
- Imogen HartleyYes, please. I do like a single story.
- Daniel OkaforNow, one thing I'd gently raise, because I'd be failing in my job otherwise. When the team grows into the other twenty-odd seats, will you want more than forty users, or is the plan to stay inside the licence for a while?
- Imogen HartleyStay inside it, for now. Honestly, if we got to forty people actively using it, I'd be delighted, and I'd have a very different conversation with you. At the moment I'd be mortified to ask for more seats while two thirds are idle.
- Daniel OkaforThat's sensible, and I won't push. I just like to know where your head is.
- Imogen HartleyThe other thing I want to avoid is an expansion that drifts. If we widen it, I want a named sponsor on our side, and a reason, and a date. I've watched too many rollouts fade because everyone assumed somebody else was driving.
- Daniel OkaforI think that's wise. So the claims session becomes the first test. If it lands well, you've got a sponsor in you and a clear reason, and we can think about the next team from there.
- Imogen HartleyExactly that.
- Daniel OkaforCan I ask about the connectors? The sources feeding the brain, are they all still how you want them? Have you changed anything on the CRM or the helpdesk side recently?
- Imogen HartleyNothing that I know of. Mind you, I'd be the last to hear. Is there something you've seen?
- Daniel OkaforNo, no, everything is loading and the record counts are climbing. I only ask because when a customer changes a system, that's when a connector most often goes wrong, and it's far easier if I know beforehand.
- Imogen HartleyUnderstood. I'll ask my team to tell you if anything is moving. Actually, no, I'll tell them to tell me and I'll tell you. Otherwise it gets lost.
- Daniel OkaforThat would be wonderful. Thank you.
- Imogen HartleyIs there anything else on your list? I'd like to leave a bit of time for what the capacity providers might ask next. I've a feeling there's a theme coming on claims turnaround.
- Daniel OkaforGo on, I'm interested.
- Imogen HartleyIt's early, and I may be reading too much into a couple of emails. But the questions seem to be shifting from, how many submissions did you take, to, how long did a claim sit before somebody touched it. That is a claims-ticket and CRM question together, which is exactly where the brain ought to earn its keep.
- Daniel OkaforYes, that is precisely a joined-up question. If you can give me two or three examples of the wording they use, I can try them on your data before the training session and we'll see how the brain handles them.
- Imogen HartleyI'll dig out a few. I'll send them to you tomorrow, if I remember.
- Daniel OkaforWhenever suits. Just to close the loop on where we are: I'll send you the written renewal details, and share them with Priya. I'll put together the one-page usage summary. And I'll come back to you with some options for the claims session.
- Imogen HartleyAnd I'll send over those example questions, and have a word with my team about telling me when they change a system. Have I missed anything?
- Daniel OkaforI think that's everything. Thank you, Imogen, it's always a pleasure, and it's genuinely good to hear the brain is earning its place.
- Imogen HartleyThank you, Daniel. Best, Imogen. Speak soon.
- Daniel OkaforSpeak soon. Best wishes, Daniel.
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