Fenmoor Specialty Underwriting / B-Brain – Check In
Callcompleted
Fenmoor Specialty Underwriting: documents · 2026-08-26 16:30
Callum Reid confirms the refresh timestamps answered his question and two tickets are closed. Usage is flat at around fifteen active people, concentrated in two names, so Daniel Okafor is proposing desk sessions and a shared question list.
What was said
What this says
Current to 10 Oct 26Callum Reid confirms the refresh timestamps answered his question and two tickets are closed. Usage is flat at around fifteen active people, concentrated in two names, so Daniel Okafor is proposing desk sessions and a shared question list.
What happened: Daniel Okafor and Callum Reid, Head of Underwriting Operations, held the 26 Aug 2026 check-in. Callum said the refresh timestamps note was clear and had been forwarded to those who needed it.
Customer view: He noted the morning dashboards have been there at seven. Two tickets in thirty days, neither high priority, are both closed.
Watch: Usage is flat at around fifteen active people, and questions come mostly from Callum and one team lead. That is a key-person risk Callum accepted, and adding users costs nothing extra under the 150 licence.
Commercial: He asked whether the brain can show claims ticket turnaround for the capacity providers. Daniel will test it on his data and answer by the end of next week, and Callum wants a clear yes or no.
Themes
Current to 9 Oct 26Theme
Adoption and key-person risk
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send the desk session invitation the same day and the question list draft and one-page measures by the end of the week.
- Callum Reid to nominate a couple more people from his team for a short walk-through.
- Daniel Okafor to give Callum a clear answer on claims ticket turnaround by the end of next week.
Risks
Current to 9 Oct 26- Questions come mostly from Callum and one team lead, so the brain goes quiet when either is away.
- Active users are flat at around fifteen, well below the 150 licensed.
- Callum wants a straight answer on claims turnaround and will not accept a maybe.
Opportunities
Current to 9 Oct 26- Desk sessions with the marine cargo desk and nominated team members could widen the user base at no extra licence cost.
- A claims ticket turnaround view would serve the capacity-provider questions if it works on his connected data.
Transcript
Daniel Okafor NoneGood afternoon, Callum. Thank you for making the time. I know your week is full.
Callum Reid NoneAfternoon. I've got about half an hour. What I need is the follow-up from the review and anything on tickets.- Daniel Okafor NoneOf course. How has the week been, before we start? Is it bordereaux season?
- Callum Reid NoneQuarter-end. Same as ever. Half my team is in spreadsheets and the other half is on the phone to a syndicate.
- Daniel Okafor NoneThen I'll be quick and useful. Just to close the loop first. You'll have had my note with the refresh timestamps, each of those mornings set against the 07:00 line. Did that land with you?
- Callum Reid NoneIt did. I read it. It's clear. That's the answer I needed. Not the answer I'd have liked every morning, but clear.
- Daniel Okafor NoneThank you for saying that. And if there is any single morning you'd like to walk through together, I'm happy to, but I don't want to take half your call on it.
- Callum Reid NoneNo. Leave it. I've forwarded it to the people who needed it. Tickets?
- Daniel Okafor NoneTwo in the last thirty days, neither of them high priority. Both are closed. I wanted to check from your side whether they felt closed, because a ticket can be closed in our system and still be open in your head.
- Callum Reid NoneThey're closed. Quiet fortnight. I'll take it.
- Daniel Okafor NoneGood. I'll take it too. So, how is the team finding it, since the review? Anything different?
- Callum Reid NoneSame people. Same few. They're happy enough. The morning dashboards have been there at seven, which is the thing I care about. I'm not going to say well done, because that's what I'd expect, but I noticed.
- Daniel Okafor NoneThat's all I'd ask for. Thank you. And on usage, it's flat. Around fifteen active people over the last thirty days, same as the previous quarter, no real movement either way. I'm not alarmed by flat, but I'd like to move it, which is what the desk sessions were about.
- Callum Reid NoneRight. The sessions. I've spoken to the marine cargo desk. They'll do it. They moaned, but they'll do it.
- Daniel Okafor NoneThat's wonderful. Thank you for doing the moaning on our behalf. Did you have a view on the times I sent over?
- Callum Reid NoneTuesday afternoon works. Not the first Tuesday, they've got a binder deadline. The one after.
- Daniel Okafor NoneTuesday afternoon, the one after next. I'll hold it and send the invitation today, so it's in diaries. How long can you give me?
- Callum Reid NoneForty minutes is too long. Half an hour. Anything past that and they're checking their phones.
- Daniel Okafor NoneHalf an hour. Then I'll keep it to their own submissions and nothing generic. I'd rather ten minutes of their own work than thirty of mine.
- Callum Reid NoneGood. That's what they'll respond to.
- Daniel Okafor NoneCan I raise something slightly delicate, Callum? You told us at the review that it's three or four people who carry the brain. I've had a look at who's asking the questions, and a fair share of them come from one or two names. It's a very normal pattern, but it does mean that when one of those people is away, the brain goes quiet and nobody notices until something is missing.
- Callum Reid NoneMostly me, and one of my team leads. Yes. I know. I'm not proud of it.
- Daniel Okafor NoneIt's not a criticism at all. It's the reverse, really. You brought it in and you've used it. But I'd like to take some of the weight off you.
- Callum Reid NoneHow?
- Daniel Okafor NoneTwo things, both small. One, you nominate a couple more people from your own team, not underwriters yet, and I give them a short walk-through of the questions you and your team lead ask most. Two, we keep a shared list of those questions somewhere they can be found, so a new starter doesn't have to know what to ask.
- Callum Reid NoneThe list I like. I've got a list in my head. Everyone has a list in their head, it's a problem in this business.
- Daniel Okafor NoneThen we write yours down. If you send me a handful, I'll tidy them and put them in the brain's pages so they're searchable. I'll come back to you by the end of the week with a draft for you to correct.
- Callum Reid NoneFine. What I need is for it to be mine to correct. Not yours to decide.
- Daniel Okafor NoneAlways yours. I'll just do the typing.
- Callum Reid NoneRight. Does the nomination thing cost me licence? Or anything? I don't want to be asked about that, it's Richard's.
- Daniel Okafor NoneNo. You're licensed for a hundred and fifty and nowhere near it, so adding people costs nothing extra. I'll say that again so you can say it to Richard if he asks: nothing extra on the licence.
- Callum Reid NoneGood. I'll leave it there.
- Daniel Okafor NoneWhile I have you, a different thing. Imogen mentioned wanting to agree what good looks like before the desk sessions begin. I've drafted a short list of measures, active people, questions asked, and who's asking. Would you be willing to look at it before it goes to her?
- Callum Reid NoneSend it. I'll look. Short, please.
- Daniel Okafor NoneOne page, three measures. You'll have it by the end of the week with the question list, so you can do both together.
- Callum Reid NoneFine. One thing on the capacity-provider side. They've been asking about claims ticket turnaround. Can the brain give me that without my team building a report?
- Daniel Okafor NoneI think so, from the claims tickets you've connected, but I'd rather not promise a view I haven't looked at. Let me try it on your data properly, and I'll tell you what it can and can't answer. Can I come back to you on that by the end of next week?
- Callum Reid NoneEnd of next week. Yes. That's a capacity-provider question and I want to give them a straight answer.
- Daniel Okafor NoneThen you'll have a straight answer, including if the answer is that it can't yet.
- Callum Reid NoneThat's all I need. A no is fine. A maybe is not.
- Daniel Okafor NoneUnderstood. No maybes.
- Callum Reid NoneAnything else? I've got a syndicate call in a few minutes.
- Daniel Okafor NoneOnly to say thank you. For the straight talk at the review, and for the moaning on our behalf. I'll send the invitation for the desk session today, the question list and the one page by the end of the week, and the claims turnaround answer by the end of next week. Is there anything you'd add?
- Callum Reid NoneNo. That's it. Send them.
- Daniel Okafor NoneWill do. Best of luck with the quarter-end, Callum. Speak soon.
- Callum Reid NoneCheers.
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