Clonvara Insurance Services / BB-Demo – Training
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Clonvara Insurance Services: documents · 2025-12-19 09:45
Laura Penhaligon trained underwriter Cian Farrell and admin Aoife Tuohy on search, chat and pages. Cian found it more useful than expected but worries he is the only one who knows how it works.
What was said
What this says
Current to 11 Oct 26Laura Penhaligon trained underwriter Cian Farrell and admin Aoife Tuohy on search, chat and pages. Cian found it more useful than expected but worries he is the only one who knows how it works.
What happened: Laura ran an 81 minute training on 19 Dec 2025. Cian built a broker page, used chat across CRM and helpdesk data, and tested cross-source questions.
Customer view: Cian said it was more useful than he thought and would use it for renewals first. The brain declined to invent a loss ratio, which Laura treated as a good result.
Commercial: A loss ratio sits in a spreadsheet, so it is a possible new connector later. A second session with the other underwriters was proposed for the new year.
Watch: Cian is a single champion and says so himself. The open helpdesk ticket shows data untidiness at the customer, not a brain fault.
Themes
Current to 9 Oct 26Theme
Underwriter onboarding training
Importance
praise
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send the slides, the three habits and a one page guide.
- Laura to agree a second, shorter session with the underwriters in the new year, co-hosted by Cian.
- Laura to raise the loss ratio source with the customer.
Risks
Current to 9 Oct 26- Cian Farrell is the only underwriter trained so far, which makes him a key-person risk for adoption.
- Broker loss ratio data is not in any connected source, so one question could not be answered.
Opportunities
Current to 9 Oct 26- A second session with the other underwriters could widen use beyond one person.
- A loss ratio source could become an additional connector later.
Transcript
Laura Penhaligon NoneMorning, Cian, morning, Aoife. Can you hear me alright? We've got a long one today, so please say if you need a break.
Cian Farrell NoneMorning. I can hear you. I'm Cian, I'm one of the underwriters. Siobhán said I'm the guinea pig.
Aoife Tuohy NoneMorning both. I'll be mostly listening, but I might jump in on the admin side.- Laura Penhaligon NonePerfect. Cian, before I show you anything, tell me what a normal morning looks like for you. What do you go looking for?
- Cian Farrell NoneHonestly, mostly renewals. A broker sends in a submission, and I need to know what we've written for them before, whether there've been claims, and whether anyone's complained. I've got four windows open by ten o'clock.
- Laura Penhaligon NoneThat's a good starting point, because that's exactly a question for the brain. Let me share my screen. You've seen the login page, I assume? Good. So there are three ways in. Search, chat and pages.
- Cian Farrell NoneWhat's the difference between search and chat? They look similar.
- Laura Penhaligon NoneFair question. Search finds records and documents, like a list of results. Chat answers a question in a sentence or two, and shows you the records it used. Use search when you know what you're looking for, chat when you want it summarised.
- Cian Farrell NoneRight. So chat for 'tell me about this broker'.
- Laura Penhaligon NoneYes, try that. Pick a broker you know well, and ask what's happened with them in the last few months. Don't be too clever, write it the way you'd say it to a colleague.
- Cian Farrell NoneOkay, I've typed it in. It's thinking. Oh, that's quite good. It's got the last contact, a couple of open claims queries and a note about a renewal. It says what it used, there's a list underneath.
- Laura Penhaligon NoneClick one of those sources. That's the bit I'd like you to get in the habit of. Never trust a summary without opening the thing it came from, at least at the start.
- Cian Farrell NoneMm. It opened the email. It's right, that's the one. I'd forgotten I'd even written that.
- Aoife Tuohy NoneThat's why we wanted the shared mailboxes in first. A lot of that sits in people's heads.
- Laura Penhaligon NoneRight. Now let me show you what happens when the question is vague. Ask it 'any problems?' and see.
- Cian Farrell NoneIt's asked me which broker I mean. Fair enough.
- Laura Penhaligon NoneExactly, and that's a good sign. It would rather ask than guess. Now give it the name again, and ask about claims only.
- Cian Farrell NoneOkay. It's given me three tickets and says two are resolved. One's open and it's been open a while. Is that open ticket really open, or is that just how it was left?
- Aoife Tuohy NoneThat one will be in the helpdesk as pending, I'd guess. The brain only knows what the helpdesk says. If someone forgot to close it, it'll look open.
- Laura Penhaligon NoneWhich is a useful thing to find out, to be fair. The brain is as good as the data in it, and it shows you where your data is untidy.
- Cian Farrell NoneYeah. I'll tell the claims team, they'll be thrilled.
- Laura Penhaligon NoneHa. Right, let's have a go at pages. A page is a saved set of questions about one thing, like a broker, that stays up to date. I'll make one with you, for a broker you look after.
- Laura Penhaligon NoneSo you click new page, choose a template, broker overview. It asks which broker. Then you can add blocks. Recent emails, open tickets, last review. You can drag them around.
- Cian Farrell NoneI'm doing it now. It's quite quick. Can I add my own note?
- Laura Penhaligon NoneYes, a text block. Notes you add stay yours, they don't get mixed into the data. Go on, try.
- Cian Farrell NoneOkay, I've got a page for one broker, with four blocks and a note. This is more useful than I thought. Can I share it with a colleague?
- Aoife Tuohy NoneYou can, but sharing follows the access model. They'll only see what their own role would let them see. That's deliberate, because of the notes fields.
- Cian Farrell NoneFine by me. Less to worry about.
- Laura Penhaligon NoneRight, let's take a short break. Ten minutes, and when you come back, I'd like you to try three real questions from your own day, no help from me. Aoife, you can do the same from the admin side. Look at the connector freshness and tell me if anything looks flat.
- Cian Farrell NoneBack in ten. Thanks, Laura.
- Laura Penhaligon NoneWelcome back. Cian, how did it go? Don't be polite.
- Cian Farrell NoneTwo out of three were good. One I asked about a broker's loss ratio and it said it didn't have that. Which is true, we don't have it in any of the sources, it's in a spreadsheet.
- Laura Penhaligon NoneThat's a perfect answer from the brain, honestly. It told you it didn't know instead of inventing a number. If the loss ratio matters, that's a new source for later, and I'll make a note to raise it with Siobhán.
- Aoife Tuohy NoneAnd on my side, everything's moving. Email's climbing, the CRM's climbing. The helpdesk looked flat yesterday but that's because it was a quiet day for claims, and it's picked up now.
- Laura Penhaligon NoneGood, that's the right way to read it. Flat for a day on a quiet source isn't a problem. Flat for weeks is. Cian, shall we go further? There's a part I haven't shown you, which is asking across sources.
- Cian Farrell NoneGo on.
- Laura Penhaligon NoneA question like, which brokers have both an open claims query and a renewal coming up. That needs the CRM and the helpdesk together. Try typing it just like that.
- Cian Farrell NoneIt's given me a list. There are a handful. Two I recognise and one that surprises me.
- Laura Penhaligon NoneOpen the one that surprises you and look at why it's on the list. This is the useful bit. It isn't just the answer, it's the reasoning visible underneath.
- Cian Farrell NoneRight, I see it. The claims query is old, and the renewal is real. So it's on the list for the right reason, it's me who didn't know. That's a bit embarrassing.
- Laura Penhaligon NoneNot at all, that's what it's for. Last bit, a few habits I'd recommend. One, start questions with the broker's name or code. Two, open the sources. Three, if an answer is wrong, tell us, because we can often fix the data or the mapping.
- Aoife Tuohy NoneAnd tell me too. If it's the helpdesk or the CRM being untidy, it's usually something I can clean up.
- Cian Farrell NoneHow do I report one? Do I email someone?
- Laura Penhaligon NoneThere's a thumbs down button next to each answer, and it lets you write a line. Those come to Aoife and to us. Try it on that loss ratio one.
- Cian Farrell NoneDone. It said thanks, which is polite.
- Laura Penhaligon NoneGood. Let me stop sharing. Cian, what's your gut? Is this something you'd use on a Monday morning?
- Cian Farrell NoneYes. I'd use it for the renewals first. I'd want my team to try it, though, I'm a bit nervous about being the only one who knows how it works.
- Laura Penhaligon NoneThat's a very sensible instinct. I'll suggest to Siobhán that we do a second, shorter session in the new year with the rest of the underwriters, and you can co-host. Does that suit?
- Cian Farrell NoneYes, I can do that. As long as I can steal a few of your slides.
- Laura Penhaligon NoneThey're yours. I'll send the slides, the three habits and a one page guide with today's notes. Thanks both, that was a good one.
- Aoife Tuohy NoneThanks, Laura. Cheers, Cian.
- Cian Farrell NoneCheers, both. Have a good Christmas.
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