Fenmoor Specialty Underwriting / BG-Demo – QBR
Callcompleted
Fenmoor Specialty Underwriting · 19 May 2026 11:00
QBR on 19 May 2026 under the Growth contract. Callum Reid is positive on speed of oversight answers but says use is too concentrated. Richard Thorne will take the renewal price to the board and committed to nothing.
What was said
What this says
As at Fri 9 Oct 2026QBR on 19 May 2026 under the Growth contract. Callum Reid is positive on speed of oversight answers but says use is too concentrated. Richard Thorne will take the renewal price to the board and committed to nothing.
What happened: Daniel Okafor ran the quarterly review with Priya Raman, Callum Reid and Richard Thorne. Richard asked what decision was needed and was told none.
Customer view: Callum says the bordereaux oversight work is now much faster, but questions come mainly from him and two senior underwriters. Around fourteen people are active against 40 licensed users.
Commercial: Priya said the order form and invoices agree at £44k and that the renewal moves to the new price list. Richard will take the figure to the board and will not commit.
Watch: the one ticket followed a claims export change that nobody told BG-Demo about. The evidence does not show the renewal outcome.
Themes
As at Fri 9 Oct 2026Theme
Growth QBR and renewal
Importance
renewal
Sentiment
mixed
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 training slots to Callum Reid and a one-page value summary by Friday.
- Priya Raman to send the renewal proposal in writing with the reason for the price movement first.
- Callum Reid to arrange the new starter's access and warn BG-Demo before any source changes.
Risks
As at Fri 9 Oct 2026- Questions come from three people, so the value case rests on a few users.
- Richard Thorne has committed to nothing and will take the new price to the board.
- Source changes at the customer are not flagged to BG-Demo, which caused the one stale-data ticket.
Opportunities
As at Fri 9 Oct 2026- Training for the wider underwriting team could lift use of the 40 licensed Growth seats.
- A one-page evidence summary Callum can hand to the syndicates supports the renewal case.
Transcript
Daniel OkaforHello, can everyone hear me all right? Callum, I can see you. Priya's here with me. Richard, I think that's you just joining.
Callum ReidI can hear you fine. Richard's on mute, I think. He's been in a capacity provider call that overran.
Richard ThorneGood morning. Apologies. Can you hear me now?- Daniel OkaforLoud and clear, Richard, thank you. And thank you all for your time, I know the diary at this end of the quarter is not kind to anyone.
Priya RamanMorning, all. Just a quick recap from my side so we're all in the same place – this is the quarterly review under the Growth contract, the renewal falls on the first of July, and today is really about showing you what the brain has done for the team and then agreeing how we make the renewal easy. Daniel will take you through usage, and I'll pick up the commercial side at the end – to keep momentum.- Richard ThorneBefore we start. What is the decision you need from me today?
- Priya RamanFair question, Richard, and a good one. Honestly, none today. It's an agreement in principle to look at the renewal paperwork over the next couple of weeks so there's no surprise nearer the date.
- Richard ThorneGood. I don't like surprises.
- Callum ReidAnd what I need from the hour is simple. Where are we on the bordereaux view, is the seven o'clock refresh landing every morning, and what can I show the syndicates at the next oversight meeting. That's it.
- Daniel OkaforThat's a very clear agenda, Callum, thank you. Let me share my screen. You should see the usage summary now. Can you see it?
- Callum ReidYes. Bit small. Go on.
- Daniel OkaforI'll make it bigger. There. So, the headline. You're licensed for forty users on Growth, and on a typical day around fourteen people are active in the brain. That's a touch lower than the quarter before, a few percent, which I'll come back to because I don't think it tells the whole story.
- Callum ReidA few percent is nothing. We had two people out on long leave and a new starter who hasn't been given access yet.
- Daniel OkaforThat's exactly what I suspected, thank you for confirming. Just to close the loop on the new starter, do you want me to arrange their access today, or does that go through your team?
- Callum ReidThrough us. I'll sort it. The admin is on my side of the building.
- Daniel OkaforLovely. Right, the part I think matters more is the questions. Over the quarter your underwriters and the operations team asked the brain a steady stream of questions, and the shape of them is what I find interesting. Roughly half are about submissions and bordereaux queries, a good chunk are about claims tickets, and the rest are the CRM activity questions that used to take somebody an afternoon in spreadsheets.
- Priya RamanWhich is the whole reason you bought it – oversight questions from capacity providers answered from one view.
- Callum ReidYes. Last quarter one of the syndicates asked for a breakdown of late bordereaux by binder. Before, that was my team's week. This time it was done before lunch.
- Richard ThorneThat one I remember. The syndicate was satisfied.
- Daniel OkaforThat's good to hear, Richard. It's the sort of outcome I'd want us to be able to point to. Callum, who would you say is asking most of the questions? Because I see one or two names doing a lot of the lifting.
- Callum ReidMe. And two of the senior underwriters. If I'm honest it's too concentrated. The rest of the team still ask me and I ask the brain.
- Daniel OkaforMm. I'd put that gently as the opportunity, rather than a problem. You've got forty seats and not many in use, and the team who've not tried it are the ones who'd most benefit. How is the team finding it, from what you hear?
- Callum ReidThe ones who use it like it. The ones who don't, don't know what to ask. That's the gap. They want examples.
- Daniel OkaforThen that's something we can fix without any cost to you. I could run a short training session for the wider underwriting team, show them ten or so real questions from your own data, the kind of thing Callum already asks. Would that help?
- Callum ReidBy when?
- Daniel OkaforLet me propose before the end of next month, and I'll come back to you with two or three slots by the end of this week.
- Callum ReidFine. Send them to me, not the whole team.
- Daniel OkaforWill do. Now the refresh, since that's your second question. The nightly refresh has completed ahead of seven o'clock on business days across the quarter. There was one morning, which I'll show you, where it ran late and I think you noticed.
- Callum ReidI noticed. That was the single ticket. The dashboard was stale at half past seven and an underwriter came to me. What happened?
- Daniel OkaforThe ticket was one of the claims source connectors, which was slow to respond after a change at your end. It recovered by itself later in the morning and the team replied the same day. It's been the only ticket in the last month and nothing was high priority. I'll be honest, a quiet ticket queue is what we want to see, but I also don't want it to be silence, so I'd rather you tell me when something feels off.
- Callum ReidUnderstood. What I need is a heads up when a source changes on our side. We moved a claims export and nobody told you. That's on us.
- Daniel OkaforThank you, that's very fair of you. If you or your IT colleague can drop me a line before a source changes, I'll make sure the connector is ready. Just to close the loop, I'll add that to the account notes so it doesn't depend on any one person remembering.
- Richard ThorneDaniel. What does the board need to know about value? In one line.
- Daniel OkaforIn one line, Richard: your operations team now answers capacity providers' oversight questions in hours rather than days, from one view, and the cost of that is a single annual subscription with no extra surprises.
- Richard ThorneKeep it simple. Good. Callum, would you agree?
- Callum ReidAgree. I'd add that I'd want it written down in a way I can hand to the syndicates. They like evidence.
- Daniel OkaforThen I'll put together a one-page summary after this call. Questions asked, how quickly they were answered, the refresh record. I'll come back to you with it by Friday.
- Priya RamanCan I come in on the commercial side, since we're on the board? Richard, I know you'd rather not be surprised, so let me be plain. The current contract runs to the end of June and renews on the first of July. You're on Growth, forty users, and the order form and our invoices agree at forty-four thousand a year. There's no discrepancy and no overdue invoices, which I'm glad to say.
- Richard ThorneWhat does this cost us, all in, from July?
- Priya RamanThat's the right question and I want to answer it properly rather than from memory. The renewal falls under the new price list for existing customers, so the figure will move from where you are today. I'll send the renewal proposal in writing with the number and what's included, so you're looking at it on paper and not on a call.
- Richard ThorneI will need to take that to the board. I won't commit anything today.
- Priya RamanOf course, and I wouldn't expect it. The aim is to give you enough time that the board isn't rushed. If we can get the paperwork over to you in the next week or so, you'd have a few weeks either side.
- Callum ReidPriya, is there anything in the proposal about additional users or connectors? Because if I'm training the team I may end up wanting more of them on.
- Priya RamanGood thought. You've got headroom on users at the moment, so I wouldn't push you to buy more. On connectors, Daniel, how many are you using out of the eight on Growth?
- Daniel OkaforComfortably inside the limit, Priya. I'll confirm the exact configured count in the summary rather than guess it on the call. The point is there's room.
- Priya RamanRight, so happy to make this easy: the proposal at the same shape as today, forty users, the Growth connectors, quarterly reviews, and I'll flag clearly what changes on price and why.
- Richard ThorneWhy it changes. Yes. Put that first.
- Priya RamanWill do. First paragraph.
- Callum ReidOne more from me. The dashboards. Two of my team built them themselves. Is that normal? And can they share them with the syndicate people or is that a data issue?
- Daniel OkaforIt's very normal, and a good sign, because it means people are investing in it. On sharing, that depends on how you've set access inside your own Snowflake account, so that's your call and your IT team's more than ours. I can walk your colleague through the options if you'd like.
- Callum ReidDo that. Put it in the training session.
- Daniel OkaforI'll add it to the agenda. Anything else on usage before we move on? Richard, you've been very patient.
- Richard ThorneNo. I'm content with the picture.
- Daniel OkaforThen let me close it out so we all leave with the same list. One, I'll arrange training slots for the wider underwriting team and send them to Callum by the end of the week. Two, I'll send the one-page value summary by Friday. Three, Callum will sort the new starter's access and tell me if any source is about to change. Four, Priya sends the renewal proposal, with the reason for the price movement first.
- Priya RamanYes – and I'll aim for the proposal in the next week so there's space before the first of July. If we can get it over the line without a scramble, that suits everyone.
- Callum ReidThat's all I need. Thanks.
- Richard ThorneThank you both. Regards.
- Daniel OkaforThank you all again. Best wishes from me, and speak soon.
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