Setting up an escalation session
Email thread Fenmoor Specialty Underwriting · cs
Daniel Okafor asked Callum Reid for a session on escalation. Callum asked only for a one-page path with names, order and response times, said the team is fine, and accepted Friday at 10:00.
What was said
What this says
Current to 13 Oct 26Daniel Okafor asked Callum Reid for a session on escalation. Callum asked only for a one-page path with names, order and response times, said the team is fine, and accepted Friday at 10:00.
Ask: Callum wants a one-page escalation path his team can pin up, not a workshop. He rejected Monday because bordereaux are going out.
Customer view: He says the team is fine and that more of them are asking questions, which is what he wanted. Usage is growing, and the tone is brisk rather than unhappy.
Next: Daniel is bringing a draft of the one-page path to the Friday 10:00 session. It should name the executive sponsor and the Enterprise response times.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 15 Jul 2026 11:57Hello Callum, Thank you again for your time on the last call. Just to close the loop on one point: we agreed it would be worth sitting down properly to set out how your team escalates when something needs a fast answer, and who at BG-Demo picks it up at each step. As an Enterprise customer you have the executive sponsor and the faster response times, and I would like your underwriting operations team to know exactly how to use them, particularly when a capacity provider is waiting on an answer. Could we find forty-five minutes some time this week or next? I am happy to work around your diary. How is the team finding the brain at the moment, by the way? I have noticed more of your underwriters using it lately, which is lovely to see. Best wishes, Daniel
Callum Reid 15 Jul 2026 14:15Daniel, What I need is a one-page escalation path my team can pin up. Names, order, response times. Nothing more. The team is fine. More of them are asking it questions, which is what I wanted. Thursday morning works, or Friday at 10:00. Not Monday, we have bordereaux going out. Callum- Daniel Okafor 16 Jul 2026 08:17Callum, Thank you. Friday at 10:00 it is, and I have sent the invite to you this morning. I will bring a draft of the one-page path so that we are editing something rather than starting from blank paper. If you would like anyone else from your team to join, just forward the invite. I will come back to you before Friday with the draft, so you have time to read it. Best wishes, Daniel