Fenmoor Specialty Underwriting / BB-Demo – Qbr
Callcompleted
Fenmoor Specialty Underwriting: documents · 2026-09-15 12:30
At the 15 Sep 2026 QBR, Chief Data Officer Imogen Hartley said both new lines of business will need the brain and that she will sponsor it. Usage and refresh are healthy; the new lines raise connector, sandbox and order form questions.
What was said
What this says
Current to 10 Oct 26At the 15 Sep 2026 QBR, Chief Data Officer Imogen Hartley said both new lines of business will need the brain and that she will sponsor it. Usage and refresh are healthy; the new lines raise connector, sandbox and order form questions.
What happened: Daniel Okafor ran the QBR with Hannah Lowe. Usage held steady at sixteen or seventeen active users against a hundred and fifty licensed, with one same-day how-to ticket and no overdue invoices.
Customer view: Imogen Hartley said both new lines will need the brain, and Callum Reid wants the 07:00 dashboards right and capacity-provider oversight answered without manual work.
Commercial: Enterprise is stated as £125,000 a year, renewing on 1 Jul 2027. Daniel said a mid-term change would normally be an addition to the existing order form, and asked for a proposal call with the account executive.
Watch: One new line has a partner feed in a different format and Hannah gave no estimate until she sees a sample. Questions asked sit with a small group in Callum's team.
Themes
Current to 9 Oct 26Theme
New lines of business
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callum Reid sends Hannah Lowe an anonymised sample and field meanings, and Hannah returns a written estimate and a view on the Sandbox.
- Daniel Okafor sends training options by the end of the week and asks for a proposal call with the account executive.
- Hannah Lowe sends Callum the dashboard list by last viewed and owner so stale ones can be retired.
Risks
Current to 9 Oct 26- One new line has a partner feeding data in a different format, and no estimate has been given until Hannah sees a sample.
- Questions asked are concentrated in Callum's underwriting operations team, a small circle.
- The customer wants the new lines on the same terms, so a delayed proposal could leave them on different paper.
Opportunities
Current to 9 Oct 26- New connectors and setup work for the two new lines under the existing Enterprise subscription.
- The Sandbox is a good fit for testing the partner feed before it goes live.
- Training for a small group per new line, and wider use beyond the current team.
Transcript
Daniel Okafor NoneHello, hello. Thank you all for making the time, I know the diary is a nightmare at the moment. Let me just check who's joined. Imogen, I can see you. Callum, you're there. And Hannah's here with me, so that's everyone I was expecting.
Callum Reid NoneYep, I'm here. Can you hear me all right? I'm in a room with a terrible echo.- Daniel Okafor NonePerfectly clear, Callum. A bit of echo but nothing that gets in the way.
Imogen Hartley NoneHello all. Apologies, I've come straight from another meeting, so if I look slightly hunted that's why. Daniel, lovely to see you. How is the team finding it, now that the summer's over?- Daniel Okafor NoneHa, we're finding it busy, which is the right sort of problem. Thanks for asking. Right, so the plan for today. I thought we'd do usage and tickets first, then the contract position just to close the loop on where things stand, and then leave decent time for what's coming up on your side. Does that work?
- Callum Reid NoneWhat I need is simple. Are the dashboards right at 07:00, and can I stop answering the same oversight questions from capacity providers by hand. Everything else is secondary. That's my list.
- Daniel Okafor NoneThat's a very clear list, and I think we can speak to both. Let me start with the numbers. Over the last thirty days, the average number of active users has been sixteen or seventeen, which is about the same as the previous quarter, a touch up, nothing dramatic.
- Imogen Hartley NoneAnd against what you're licensed for, that's – help me with the number.
- Daniel Okafor NoneA hundred and fifty licensed users. So it's still a fraction, and I'll be straight with you, that's headroom more than anything else. The people who use it use it properly. It's just a small circle.
- Imogen Hartley NoneMm. Yes. I'd have said the same from the outside. The real question is whether the circle is small because it's the right circle, or small because nobody's been told they're allowed in.
- Callum Reid NoneBit of both, honestly. My underwriting ops team lives in it. The underwriters themselves dip in when there's a query. Claims people, hardly at all.
- Daniel Okafor NoneThat matches what we see, Callum. Questions asked are the best measure of value for us, and they're concentrated in your team. Which is fine, but it does mean the brain leans on a few people, and I'd like to widen that over time.
Hannah Lowe NoneIf I can add the technical side. To be precise, the nightly refresh has completed ahead of 07:00 on every business day this quarter, so the thing you care about, Callum, has held. The connectors are all loading, and records indexed keep climbing at a steady rate. Nothing has gone flat.- Callum Reid NoneGood. That's what I wanted to hear. By when would you tell me if that changed?
- Hannah Lowe NoneThe short answer is the same morning. The longer answer is that a source that stops loading shows up in the connector status first, and we'd be raising it with you before you'd opened a dashboard. If a source system changes on your side, a field renamed or a new login, that's usually what trips it, so a heads-up from your team helps us a lot.
- Callum Reid NoneFine. I'll make sure IT copy you on anything like that.
- Daniel Okafor NoneThank you, that would help. On tickets, there's been one in the last month, not high priority, and it was a how-to question that was answered the same day. No overdue invoices either, so on the housekeeping side you're about as clean as an account gets.
- Imogen Hartley NoneThat's reassuring, though I'd be lying if I said a quiet ticket queue was the thing I wanted to talk about.
- Daniel Okafor NonePlease. Go ahead. I'd rather hear it from you than guess.
- Imogen Hartley NoneLet me set the business context first, because it matters. When I joined in the spring, I did what I always do, which is to walk the whole data estate and ask what we'd be embarrassed not to know. And what's changed this year is that we're standing up two new lines of business. Not variations on what we write today. Genuinely new books, with their own binders, their own capacity, their own reporting.
- Callum Reid NoneAnd each one comes with a capacity provider asking for oversight on day one. That's a capacity-provider question before we've written a single risk.
- Imogen Hartley NoneExactly. So here's what I've concluded, and I'd like to say it plainly on this call so it's on the record. Both of those lines will need the brain. Not as a nice-to-have. If we try to answer the new capacity providers the way we did before the brain, we will rebuild the manual reconciliation we spent two years getting rid of.
- Daniel Okafor NoneThat's a really clear statement, Imogen, and honestly it's what we hoped you'd say, but I didn't want to put words in your mouth. Can I ask what each line would need from it? Submissions, bordereaux, claims, the CRM activity, the same as today?
- Imogen Hartley NoneBroadly the same shape, yes. Submissions and bordereaux queries first, because that's where the oversight questions land. Claims tickets a little later. And the CRM, because the broker relationships on the new lines are not the same people as on our current books, and I want to see them in one place from the start.
- Hannah Lowe NoneRight, that helps. So the question for me is whether the new lines sit in the systems you already have connected, or whether there's something new. If it's the same submissions platform with a new set of binders, that's a configuration job. If it's a different source, that's a new connector, and I'd want to design it properly rather than bolt it on.
- Callum Reid NoneMostly the same systems. One of the lines has a partner feeding us data in a different format. That one will be awkward.
- Hannah Lowe NoneAwkward is fine. Awkward is most of my week. What I'd need is a sample of what the partner sends, anonymised, and someone who can tell me what the fields mean. I can't guess at market terms, Callum, so I'll lean on you for that.
- Callum Reid NoneI can do that. I'll get you a sample. What I need is to know how long it takes after that.
- Hannah Lowe NoneI don't want to guess a date in front of you. Let me look at the sample and I'll put that in writing, with a proper estimate, rather than say something now that I then have to walk back.
- Callum Reid NoneFair. I'd rather have a real answer next week than a hopeful one today.
- Daniel Okafor NoneWhich is the right instinct. Just to place all this against the contract, because I think it's worth saying out loud. You're on Enterprise, a hundred and twenty-five thousand a year, with a hundred and fifty licensed users. The order form runs to the end of June next year, with renewal on 1 Jul 2027, and the invoicing matches the order form exactly. Nothing is out of line.
- Imogen Hartley NoneGood. So the question isn't whether we're covered for what we have. It's whether what we have stretches to two new lines.
- Daniel Okafor NoneRight. And I think the honest answer is, in terms of users, yes, comfortably. You're nowhere near the number you're licensed for. Where it may not stretch is connectors, if the new lines bring new sources, and possibly the way you want to test things before they go live.
- Hannah Lowe NoneOn that, Enterprise includes a sandbox from the second version of the product, and for a new line with a new data feed it's genuinely useful. You can load the partner's data, break things, check the numbers, and nobody's live dashboard moves. I'd suggest it for the awkward one.
- Imogen Hartley NoneI like that. I've seen this work, actually. The teams that test a new feed in a safe place end up trusting the numbers faster, which is half the battle with the capacity providers.
- Callum Reid NoneTrust is the whole thing. If the first bordereau for a new line is wrong, I'm explaining it to a syndicate for a month.
- Daniel Okafor NoneWhich is why I'd rather we plan it than rush it. Can I ask about the people side, too? Right now it's mostly Callum's team. With two new lines, who's going to be asking the questions?
- Imogen Hartley NoneThat's partly why I wanted this call to happen with all of us on it. I'll sponsor it. I'm not going to let this drift, and I'd rather be named as the person who's accountable. Callum owns the operational side, and I want a small group from each new line using it from the first week.
- Callum Reid NoneI'll nominate people. I'll keep it to the ones who actually have to answer capacity providers, not a committee.
- Daniel Okafor NoneGood. Then I'd suggest we also do a training session for them early, so they aren't learning it on a live question. I'll come back to you by the end of the week with a couple of options for that.
- Imogen Hartley NonePlease do. And Daniel, thank you for being straightforward about the headroom. A lot of suppliers would have spotted a hundred and fifty licences and sixteen users and gone looking for ways to sell us more.
- Daniel Okafor NoneWell, it's your data and your outcomes. If we're useful, the rest follows. Anything else from the usage side before we move on? Callum?
- Callum Reid NoneOne thing. The dashboards. Some of my people have built their own, and a few have gone stale because the person who built them moved teams. Can we see which ones are actually used?
- Hannah Lowe NoneYes. I can pull a list of dashboards by last viewed and by owner, and you can retire the dead ones. It's tidy-up rather than anything alarming, and it will make the live ones easier to find.
- Callum Reid NoneGood. Send me the list and I'll cull it.
- Imogen Hartley NoneCan I ask one more strategic thing, and then I'll stop dominating. Given the contract runs to the end of June next year, how do you normally want to handle a mid-term change? I don't want to be in a position where the new lines are in the brain but sitting on a different set of terms.
- Daniel Okafor NoneGood question, and the commercial side isn't mine to answer in detail. What I can say is that the usual approach is an addition to the existing order form so everything stays together and ends together. Our account executive owns that conversation, and the account owner is across it too. I'll ask for a proposal call to get into the diary rather than have you chase.
- Imogen Hartley NonePerfect. Let's make it count, and let's make it soon. I'd like it in front of me before the new lines are far down the road.
- Daniel Okafor NoneUnderstood. So just to close the loop. Callum, you'll send Hannah the anonymised sample and tell her what the fields mean. Hannah, you'll come back with a written estimate and a view on using the sandbox. Imogen, you're the sponsor and you'll name a small group per line. And I'll send training options by the end of the week and ask for the proposal call.
- Hannah Lowe NoneThat's right. And I'll add the dashboard list to Callum as well, so that's in writing.
- Callum Reid NoneGood. That's everything I needed.
- Imogen Hartley NoneThank you both, and Hannah. Really good call. Speak soon.
- Daniel Okafor NoneThank you all. Best wishes, and have a good rest of the day.
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