Clonvara Insurance Services / BB-Demo – Renewal
Callcompleted
Clonvara Insurance Services · 2026-08-10 13:45
Brendan Moran queried the £55k renewal record against the £47k contracted figure and questioned nine active users on forty seats. No decision was made. An itemised quote and usage history are due first.
What was said
What this says
Current to 13 Oct 26Brendan Moran queried the £55k renewal record against the £47k contracted figure and questioned nine active users on forty seats. No decision was made. An itemised quote and usage history are due first.
What happened: Lewis Kerr confirmed the executed order form governs and £47k is the contracted annual figure, matching invoices. The £55k is the total value on the renewal record and not an annual price.
Customer view: Brendan wants every line explained and will not sign anything in draft. He called forty seats and nine people a concern, and said he pays on time and is asking about value.
Commercial: The Growth subscription runs to 31 Oct 2026. Lewis gave Friday 23 October 2026 as a target for signing, and said seat size could be revisited before renewal.
Watch: Heavy use sits with Siobhán Dunne and her data engineer, a key-person risk. Underwriting support and broker complaints are the named teams to onboard.
Themes
Current to 9 Oct 26Theme
Renewal value and adoption
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr sends an itemised, co-termed quote with the VAT position on each line on the day of the call.
- Amara Obi sends the usage summary, with questions asked and active users by team, by the end of the week.
- Siobhán lists who should be onboarded so Amara can run a session on Clonvara's own data.
Risks
Current to 9 Oct 26- Around nine of forty licensed users are active, slightly lower than the previous quarter, which undermines the value case at renewal.
- Use is concentrated in Siobhán Dunne and her data engineer, so a couple of heavy users carry the account.
- Brendan Moran will not take the £55,000 figure to his board without a line-by-line explanation.
Opportunities
Current to 9 Oct 26- Rolling the brain out to underwriting support and broker complaints handlers could lift active users and show value.
- Right-sizing seats against longer usage history could build trust ahead of a renewal on the contracted basis.
Transcript
Lewis Kerr NoneAfternoon, Brendan, afternoon, Siobhán. Can you hear me all right?
Siobhán Dunne NoneLoud and clear. Grand, so, we're all here bar the kettle.
Brendan Moran NoneGood afternoon, Lewis. Yes, I can hear you. Amara, hello. I think we're all on.
Amara Obi NoneHi both. Yes, I'm here. Sorry, I was just finding the usage summary. Let me stop sharing my screen until we need it.- Lewis Kerr NoneNo problem at all. Thanks for making the time on a Monday. Mostly so we're clear what this call is for: your Growth subscription runs to 31 Oct 2026, and I'd like to confirm what you want to do from 1 Nov 2026 and by when you'd want it signed, so nothing is rushed.
- Brendan Moran NoneThank you, Lewis. Before we go further, can I confirm which documents we each have in front of us? I have the order form that started on 1 Nov 2025, the executed copy, and I have the renewal note that came by email last week.
- Lewis Kerr NoneThat's the right one. The executed order form is the document that governs. Nothing in the renewal note overrides it.
- Brendan Moran NoneGood. Which version are we looking at for the figures, then? Because the note shows fifty-five thousand, and the order form, as I read it, shows forty-six thousand eight hundred a year.
- Lewis Kerr NoneYes. To put a number on it, the forty-six thousand eight hundred, £46,800, is your contracted annual figure, and it matches what's been invoiced. The £55,000 is the total value on the renewal record in our system. I wouldn't read it as an annual price, and I don't want you reading it as one either.
- Brendan Moran NoneThen I would need the written quote to say precisely what makes up the fifty-five. From a compliance point of view I can't take a number to our board that I can't explain line by line.
- Lewis Kerr NoneCompletely fair. I'll send that over today, itemised, with the VAT position stated on every line, and co-termed to your renewal so there's no gap or overlap.
- Siobhán Dunne NoneAnd just so I'm clear, Lewis, that quote is what Brendan signs against, and the order form is what governs? Not the other way round.
- Lewis Kerr NoneThe renewal order form will be the contract. The quote is how we get to it. Whatever's in the order form, that's what counts.
- Brendan Moran NoneFine. And I'd like it noted that I won't be signing anything in draft. Let's do this properly.
- Lewis Kerr NoneNoted. The expected date on our side is Friday 23 October 2026, but that's a target, not a deadline you owe us.
- Brendan Moran NoneI appreciate you saying so. We don't move for a supplier's quarter end.
- Lewis Kerr NoneUnderstood, and I wouldn't ask you to. Amara, would you take us through usage? I think that's what Brendan will want in front of him.
- Amara Obi NoneYes, sure. Here's what the numbers say. You have forty licensed users. Over the last thirty days around nine of those have been active on average. That's a little lower than the previous quarter, so I'm not going to skip past it.
- Brendan Moran NoneNine of forty.
- Amara Obi NoneAround nine, yes. I'd rather give you that plainly than dress it up.
- Siobhán Dunne NoneIt's a fair reading. I'll be honest with you, Brendan, the people who use it properly are my team and a small group on the broker side. We've not rolled it out across the rest of the business the way we meant to.
- Brendan Moran NoneThat is a concern for me, Siobhán, when I'm asked what we're paying for. Forty seats and nine people.
- Siobhán Dunne NoneI know. I'm not going to overstate what we've built. The brain is doing its job for the people using it. Claims tickets next to policy queries next to broker activity, in one place. That part works. What we haven't done is bring the other teams in.
- Amara Obi NoneCan I ask, who else should have access? Is there a team you'd want on it first? Because that's what I'd focus on before the end of the term.
- Siobhán Dunne NoneUnderwriting support, probably. And the people who handle broker complaints. They're the ones always asking me for reports I could get them from the brain in a minute.
- Amara Obi NoneRight. Then let's do that. I can run a short session for those two groups, and I'll keep it on your data, not generic screens.
- Brendan Moran NoneBefore you do, Amara, what about service? Siobhán mentioned a ticket.
- Amara Obi NoneThere was one in the last thirty days, and it was high priority. It's closed. I looked at the timestamps and it was answered inside the Growth response time. If it helps I can send you the thread.
- Brendan Moran NonePlease do. One ticket is not a worry in itself. I just like to see how it was handled.
- Siobhán Dunne NoneIt was a sync thing, if I remember. Nothing to do with the data being wrong, only a connector that needed a nudge.
- Lewis Kerr NoneAnd on invoices, nothing overdue on our side, so thank you for that.
- Brendan Moran NoneWe pay on time. It's value I'm asking about, not payment.
- Lewis Kerr NoneUnderstood. And I'll be straight about this, because I'd rather not sell you something the usage doesn't support. If forty seats isn't the right size for how you use it, we should look at that before the renewal rather than after.
- Brendan Moran NoneI'm glad to hear it said. I'd want to see the numbers first, over a longer period than one month.
- Amara Obi NoneI can do that. I'll send you the last few months of questions asked, active users and which teams they sit in. Who's asking the most? That's worth seeing too.
- Siobhán Dunne NoneThat'll be me and my data engineer, I'd guess. Which is the other thing I'd like to fix.
- Amara Obi NoneIt's useful to know, honestly. A couple of heavy users carrying it is a risk in itself. Let's spread that.
- Brendan Moran NoneSo to be clear about where we stand. There is no decision today. I will have the itemised quote from Lewis, and the usage history from Amara, and then we go through both with the contract folder open.
- Lewis Kerr NoneThat's exactly right. Quote today, usage history from Amara, and we reconvene before the date we mentioned.
- Amara Obi NoneI'll get the usage summary to you both by the end of the week. And let's get the next catch-up in the diary now, so it doesn't drift.
- Siobhán Dunne NoneYes, please. And I'll pull together the list of who should be on it, so we can make a start with Amara.
- Brendan Moran NoneThank you all. That was clearer than I expected. Kind regards.
- Lewis Kerr NoneThanks, Brendan. Speak soon, everyone.
- Siobhán Dunne NoneThanks a million, all.
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