Fenmoor Specialty Underwriting / BG-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting · 3 Aug 2026 12:30
Imogen Hartley, Chief Data Officer, says the refresh trouble has put a dent in trust: staff now check the brain against spreadsheets. The claims team extension is on hold until freshness is evidenced, and she wants a value case before the renewal.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley, Chief Data Officer, says the refresh trouble has put a dent in trust: staff now check the brain against spreadsheets. The claims team extension is on hold until freshness is evidenced, and she wants a value case before the renewal.
What happened: Imogen Hartley, Chief Data Officer, held the 3 Aug 2026 check-in with Daniel Okafor without Callum. She wanted to judge how far the earlier refresh trouble had dented trust in the brain.
Customer view: Usage is up, but staff are starting to check figures against the spreadsheet first. She counted four tickets in the past month, all raised as high priority.
Commercial: Extending the brain to the claims team is paused until there is a clean run of mornings, a freshness record and the tickets closed or explained. She wants a value case set beside the £125k a year she cited for the renewal next summer.
Watch: Daniel committed to a one-page ticket list by the end of the week and a weekly freshness record from Kieran. The evidence does not show whether any of the four tickets is still open.
Themes
As at Fri 9 Oct 2026Theme
Trust after refresh disruption
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 Imogen the one-page ticket list by the end of the week.
- Kieran to produce the weekly freshness record, with Daniel reviewing it before it reaches Imogen.
- Daniel Okafor to arrange a short session with Callum's team on the freshness indicator and start building the value case.
Risks
As at Fri 9 Oct 2026- Staff are double-checking the brain against spreadsheets, which erodes the value the customer pays for under the Enterprise subscription.
- Four high-priority tickets in a month leave the status of each unclear until Daniel sends the list.
- A bad month could sit beside the £125,000 a year at renewal with no value case to answer it.
Opportunities
As at Fri 9 Oct 2026- The claims team extension is still wanted and she is the sponsor, with 150 seats and no practical constraint.
- A weekly freshness record against 07:00 gives her something to show an auditor or a syndicate.
Transcript
Daniel OkaforHello, Imogen. Thank you for making the time. I think it's just the two of us today, is that right? Callum isn't joining?
Imogen HartleyJust us. Callum's with the underwriters on a binder renewal, so you've got me. How are you? Did you get any sort of break?- Daniel OkaforA little, thank you. A quiet weekend, which is rare. And you? How was the week?
- Imogen HartleyBusy, and a bit more tangled than I'd like, which is partly why I wanted this one in the diary. Shall I set out where I am before we get into the detail?
- Daniel OkaforPlease. That's exactly what I was hoping for.
- Imogen HartleySo, the business context. We're coming out of a period where our capacity providers have been asking sharper questions about oversight, and I've been telling them that the brain gives us one reliable view. That's the promise I made. The refresh trouble last month, as you know, put a dent in it, and I'm trying to work out how much of a dent.
- Daniel OkaforThat's a fair way to frame it. Before I say anything, can I ask how the team is finding it day to day since then? Not the dashboards, the people.
- Imogen HartleyMixed. The users who are keen are still keen. Usage is up, you'll have seen, roughly a quarter more people than last quarter. But I hear a new sentence in the corridor, which is, 'check it against the spreadsheet first.' And that sentence is what worries me.
- Daniel OkaforMm. That's the one I'd least like to hear.
- Imogen HartleyQuite. Because the whole value of the brain is that people stop reconciling by hand. If they start double-checking everything, we've lost the thing we paid for, even though the numbers on your side look healthy.
- Daniel OkaforYes. And I think that's right, the usage figures are going the right way, but they don't tell us about confidence. They lag what people actually feel. So I'm glad you said it.
- Imogen HartleyThe other thing is the tickets. I counted four this past month, all raised as high priority. Now, I'm not complaining about that, I'd rather people raised things than sat on them. But four from a team of this size, in a month, I want to understand what's behind them.
- Daniel OkaforOf course. I have the four in front of me. Let me be careful to say it properly rather than skim. Some of them trace back to the same refresh disruption, people reporting figures that looked behind. Others are separate, smaller things that happened to land in the same fortnight, and because everyone was already on edge, they were all marked high.
- Imogen HartleyWhich is understandable. So are any of the four still open?
- Daniel OkaforI don't want to guess the exact status of each from memory. What I'll do is send you a one-page list after this call, with each one, what it was, and where it stands. I'll come back to you by the end of the week.
- Imogen HartleyThank you. That's what I'd want. A single page I can show Callum and, if need be, someone senior.
- Daniel OkaforConsider it done. And just to close the loop on something from last time: the completion alert that Kieran set up, have your team seen it fire at all?
- Imogen HartleyWe've seen it behave. It's been quiet, which I take to be good. Callum said he's had no late mornings since. Though I'll admit I only half-believe a quiet channel. Quiet can mean nothing is wrong, or it can mean nothing is working.
- Daniel OkaforHa. Fair. It's a very reasonable instinct. I can ask Kieran to share the completion times for the last few weeks so you can see the actual finish time each morning, rather than relying on silence. Would that help?
- Imogen HartleyIt would help a great deal. The real question is whether I can show an auditor, or a syndicate, a record that says the data was current by seven every business day. If I can show that, the corridor sentence goes away.
- Daniel OkaforThen that's the thing to build. A simple weekly freshness record, finishing time against seven in the morning, that you can hand on. I'll ask Kieran to produce it, and I'll review it before it reaches you, so it's right rather than rushed.
- Imogen HartleyGood. Now, I'd like to raise something slightly awkward. We talked earlier in the year about extending the brain to the claims team. I've not let that go, but I can't push it while I have this wobble. Does that make sense?
- Daniel OkaforIt makes complete sense, and I wouldn't ask you to. You've got a hundred and fifty seats under the Enterprise agreement and you're using a small share, so there's no practical constraint. The question is sponsorship and timing, and you're the sponsor.
- Imogen HartleyI am, and I'm wary of letting it drift. I've seen expansions slide because everyone agrees in principle and nobody owns the next step. Let's make it count, or let's not pretend we're doing it.
- Daniel OkaforThen perhaps we agree what would make you comfortable to restart. Not a date, a condition. For instance, a clean run of mornings with the freshness record to show for it, and the open tickets closed or explained.
- Imogen HartleyI like that. Conditions rather than a calendar. That way I'm not promising the claims team something I can't deliver. When I've got the record and the ticket list I'll tell you whether we're ready.
- Daniel OkaforAnd I'll make sure there's someone on our side lined up so you're not waiting. I won't give you a start date I don't own, but I can make sure the people and the plan exist.
- Imogen HartleyThat's all I ask. Can I raise one more thing? The renewal. It's next summer, I know, so it's not tomorrow. But when the time comes, I need to be able to say, with a straight face, what the brain is worth to us. Not just that it's been up.
- Daniel OkaforYes. And that's squarely my job as your CSM. I'd suggest we build that value case together over the coming months rather than in a rush near the end. Questions asked, who is asking them, the oversight queries you've answered without a manual hunt. Evidence you can put in front of Richard.
- Imogen HartleyGood, because the number on the order form isn't small. A hundred and twenty-five thousand a year is a figure people look at, and I'd rather they looked at it next to a record of value than next to a bad month.
- Daniel OkaforAgreed. And I'd say the bad month is real and we own it, but it's a single month against a long run of service. I'd like the record to show both honestly.
- Imogen HartleyI'd expect nothing less. I wouldn't want it dressed up.
- Daniel OkaforNo dressing up. Let me ask something in return, if I may. Is there anything about how we've handled this since the escalation that's fallen short? Anything I should be hearing and haven't?
- Imogen HartleyHonestly, the response has been good. You've been straightforward, and Kieran was candid, which I noted. My concern isn't the response. It's that the thing needed responding to at all. I want the next quarter to be uneventful.
- Daniel OkaforUneventful is the aim. I'll keep that word in front of the team.
- Imogen HartleyPlease do. One last practical point. Callum would like someone from your side to sit with his team for an hour on how to read the freshness indicator on the dashboards. Some of the underwriters don't know it's there.
- Daniel OkaforThat's an easy yes, and a useful one. If people know where to look, they trust the screen more. I'll set up a short session with Callum's team and I'll let you know once it's in the diary.
- Imogen HartleyWonderful. Then I think we've covered it.
- Daniel OkaforLet me read it back, just to close the loop. By the end of the week you get the one-page ticket list from me. Kieran produces the weekly freshness record, and I review it before you see it. We treat the claims team extension as conditional on a clean run and that record. I'll arrange the short session on the freshness indicator with Callum's team. And we start building the value case ahead of the renewal. Anything I've missed?
- Imogen HartleyNo, that's everything. Thank you, Daniel. It helps to speak to someone who remembers where we started.
- Daniel OkaforThat's kind of you. It's been a pleasure, and I mean that. Speak soon, Imogen.
- Imogen HartleyBest, Imogen. Bye for now.
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