Saltdean Hart Insurance Brokers / BG-Demo – Renewal
Callcompleted
Saltdean Hart Insurance Brokers · 1 Sep 2025 14:00
Marcus Bell told Saltdean Hart that usage is down by more than a third on the quarter before and only a handful of the forty licensed users log in. Nigel Ferris wants a plain answer on value before signing anything.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell told Saltdean Hart that usage is down by more than a third on the quarter before and only a handful of the forty licensed users log in. Nigel Ferris wants a plain answer on value before signing anything.
What happened: Renewal call on 1 Sep 2025 ahead of the 22 Nov 2025 renewal. Marcus said the brain is used, but less than before, mostly by two or three people.
Customer view: Zoe Kendrick said the claims team never got into the habit and fell back on the inbox and old spreadsheets. Nigel Ferris asked where the cost-per-policy saving is and said he will not sign without a conversation.
Commercial: Trevor Mayhew confirmed the current figure of £40k a year, paid on time, and wants renewal paperwork a few weeks before 21 Nov 2025. Priya Raman held back a new number until a claims team session has been held.
Watch: No tickets this past month, which Marcus reads as under-use rather than health. The renewal depends on Nigel's call with Priya after the session.
Themes
As at Fri 9 Oct 2026Theme
Low adoption before 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- Marcus Bell sends Zoe Kendrick three morning slots for a thirty-minute claims team session later this month.
- Priya Raman rings Nigel Ferris after the session and gives a plain view on value.
- Priya Raman sends Trevor Mayhew the renewal paperwork well ahead of 21 Nov 2025.
Risks
As at Fri 9 Oct 2026- Only a handful of the forty licensed users log in, so the managing director cannot see what the subscription is earning.
- Nigel Ferris will not sign without a direct conversation, and no saving is currently being measured.
- The renewal paperwork must reach Trevor Mayhew a few weeks before 21 Nov 2025 to clear finance sign-off.
Opportunities
As at Fri 9 Oct 2026- A claims team session on their own client data could build the habit and show a use case.
- Renewal prep for account executives gives a measurable use case Zoe Kendrick already values.
Transcript
Marcus BellAfternoon, everyone. Can you all hear me alright? I can see Zoe and Nigel, and Trevor's just come in. Priya, I think you're on mute.
Priya RamanSorry, sorry, afternoon all. Better? Hi Nigel, hi Zoe, hi Trevor. Good to have you all on, I know it's a busy week.
Nigel FerrisAfternoon, afternoon. Lovely bit of sun down here in Brighton, I must say. Hope everyone had a decent summer, what's left of it.
Zoe KendrickAfternoon. I'll be honest, I've got a couple of things on fire and we're stretched this month, so I need to be away by twenty-five to three if that's all right.- Marcus BellNo problem at all, we'll be done well before that. I'll share my screen in a second. What I want to cover is quick: how the brain's been used this term, what you've got out of it, and then the renewal, which falls due on 22 Nov 2025. Happy to pick up anything separately afterwards.
- Priya RamanAnd just to set the scene from my side, to keep momentum, the term ends on 21 Nov 2025, so we've got a good run at this. Nothing's being rushed. I'd like us all to leave today knowing what a renewal that works for Saltdean Hart looks like. Happy to make this easy.
- Nigel FerrisRight. What's the bottom line, Marcus? Is it being used or isn't it?
- Marcus BellFair question, Nigel. I've pulled the numbers. Straight answer: it's being used, but less than it was. The number of people asking questions of the brain is down by more than a third compared with the quarter before, and there's only a handful of people logging in on a typical week. You've got forty licensed users, so that's a small slice of what's there.
- Nigel FerrisA handful out of forty. Well. That's not what I was told we'd get.
- Zoe KendrickCan I jump in? That's fair, Nigel, and it's partly on me. The account executives were using it, a few of them still do, but the claims team never really got into the habit. Quick question, Marcus, can the claims team see the same client history the account execs get?
- Marcus BellYes, they can. They're licensed and it's the same data behind it, so the history is all there for them. Mostly it's a habit thing, from what I can see. The claims team have only a few logins between them and I don't think they've asked it much at all.
- Zoe KendrickRight, and that's the honest truth. When something lands from a client, they go to what they know. The inbox, the old spreadsheet. I haven't had the time to sit with them and I'd rather say that than pretend otherwise.
- Marcus BellWhile I've got the screen up, let me show you what I mean. This is questions asked by week since the start of the term. You can see the early weeks are high, that's the rollout, everyone's curious. Then it settles, and over the summer it's dipped again, which is normal for holidays, but it hasn't come back the way I'd hoped. And this line here is who's asking, and it's mostly two or three names.
- Zoe KendrickTwo or three names, and I know one of them is me. Which, again, isn't the point of buying it for forty people.
- Nigel FerrisThe clients come first, Zoe, always. If it helps the claims team get to the answer quicker, fine. But it's costs per policy I care about. Where's the saving? If we're not saving the account execs time, I can't tell anyone it's earning its keep.
- Marcus BellUnderstood. I'd be wary of promising a saving I can't show you from this chart. What I can say is where it should show up: renewal prep for the account execs, and how long the claims team take to find a client's history. Those are the two things you bought it for, and right now neither is really being measured.
- Zoe KendrickRenewals that slip is the one that keeps me up. The account execs do their renewal prep from memory half the time. If the brain gave them the full client picture in one place, that's the win. We just haven't got everyone doing it.
- Priya RamanThat's exactly what I'd want us to tie this to, Zoe. Renewal prep for your account execs, and claims queries. Two use cases, on your own data, by the end of the month. Before anyone talks about paperwork, Marcus gets thirty minutes with the claims team and shows them the few questions that matter to them. If it lands, great. If it doesn't, we'll know, and we'll talk about what fits.
- Marcus BellHappy to do that. I'd keep it small, a handful of people, later this month so it's fresh. Zoe, would you be able to pick a slot, or shall I send a few options?
- Zoe KendrickSend options. Honestly, if you send me three, I'll get the claims lead to pick one. Mornings are better, afternoons it's all phones.
- Marcus BellMornings, three of them. Done.
Trevor MayhewIf I might, from the finance side. Just so I have it straight: the current order form is thirty-nine thousand six hundred a year, that's what we've been invoiced, and it's been paid on time. Is there anything about the renewal figure I should be planning for, or is it the same?- Priya RamanGood question, Trevor, and thanks for the clean payment record, it's appreciated. Today's figure is £39,600. I don't want to put a new number in front of you before we've seen how the claims session goes. I'll come back to you with proper renewal paperwork once Nigel's had his say.
- Trevor MayhewThat's fine. I'd just rather have it a few weeks before the end of the term than the week of. It has to go through our usual sign-off.
- Priya RamanUnderstood. You'll have it well ahead of 21 Nov 2025.
- Nigel FerrisCan I say something, and then I'll let you get on. I like you all, I do. Zoe's been very good for us. But I don't read reports and I don't sign anything without a conversation. Do the claims thing. Then give me a ring, Priya, and tell me plainly: is it worth the money or isn't it?
- Priya RamanThat's a deal, Nigel. I'll ring you once Marcus has done the session. No paperwork until you've had the call.
- Marcus BellOne more thing from me, if I may. Support-wise there's been nothing: no tickets this past month at all. Normally I'd read that as a good sign. Here I think it just means it isn't being leaned on enough to throw up questions. So I'd rather we fix the habit than anything technical.
- Zoe KendrickYeah, that's about right. We haven't had a problem because we haven't asked it for much. Which is, well. Not a great thing to say to my MD on a call.
- Nigel FerrisHa. Honesty's fine, Zoe. Honesty's fine.
- Priya RamanAnd on the forty seats, nobody's saying it has to look like forty. Let's see what the right shape is after the session, and then we sit down and sort out something sensible.
- Nigel FerrisSensible's the word. I'll want that in plain English.
- Marcus BellSo to recap. I'll send Zoe three morning slots for a short session with the claims team, using your own client data. I'll send a usage summary afterwards so you've got something in front of you. Priya rings Nigel after that, and Trevor gets the renewal paperwork in good time.
- Zoe KendrickPerfect. Sorry, I've got to dash. Thanks all.
- Trevor MayhewThanks, everyone.
- Nigel FerrisRegards to all. Cheers.
- Priya RamanThanks everyone. Speak soon.
- Marcus BellCheers. Thanks, bye.
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