Clonvara Insurance Services / BB-Demo – Qbr
Callcompleted
Clonvara Insurance Services: documents · 2026-09-23 08:30
QBR with Brendan Moran and Aoife Tuohy: just under ten active users against forty licensed, steady after a refresher. Brendan wants value evidence and written terms before the contract ends on 31 Oct 2026; Lewis Kerr will send right-sized options.
What was said
What this says
Current to 11 Oct 26QBR with Brendan Moran and Aoife Tuohy: just under ten active users against forty licensed, steady after a refresher. Brendan wants value evidence and written terms before the contract ends on 31 Oct 2026; Lewis Kerr will send right-sized options.
What happened: At the 23 Sep 2026 QBR, Amara reported just under ten active users against forty licensed, still down on the previous quarter but less sharply than before. Aoife said some analysts had used their own extracts and two came back after the refresher.
Customer view: Brendan wants evidence of value and a clear view of where things stand before the contract ends. He wants everything in writing against the executed terms and will not treat silence as assent.
Commercial: Lewis proposed sizing seats to actual use and will send options, exclusive of VAT, co-termed to the renewal date of 1 Nov 2026. Brendan will put forward someone from compliance, which is a possible new group of users.
Watch: Questions come mainly from Siobhán and Aoife, which is a key-person risk. Connectors loaded nightly and three small tickets were not high priority.
Themes
Current to 9 Oct 26Theme
QBR and renewal sizing
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to send written options, exclusive of VAT, within the week.
- Amara Obi to run Brendan Moran's chosen case end to end and write up actions the same day.
- Amara Obi and Lewis Kerr to book a further review well before 31 Oct 2026.
Risks
Current to 9 Oct 26- Usage is still far below the forty licensed seats, so a downsized renewal is likely to be discussed.
- A small number of people ask most of the questions, which is a key-person risk.
- Brendan Moran will not agree anything outside the contract on a call, and the contract ends on 31 Oct 2026.
Opportunities
Current to 9 Oct 26- Brendan will put someone from compliance forward, and Amara sees headroom in claims and compliance.
- A real regulator or broker query chosen by Brendan can be run end to end to show the value.
Transcript
Amara Obi NoneMorning, everyone. Can you all hear me? Brendan, I can see you. Aoife, I think you're on mute.
Aoife Tuohy NoneSorry, morning. Is that better?- Amara Obi NonePerfect. And Lewis is with us too.
Lewis Kerr NoneMorning all. Early start, I know. Thanks for making it.
Brendan Moran NoneGood morning. Before we begin, I have the agenda you circulated, and the executed order form. Is there anything else I should have?- Amara Obi NoneJust those, Brendan. And a usage summary which I'll share on screen. I'm Amara, for Aoife's benefit, we've spoken a little by email. I look after the account from the adoption side, and I'm still getting to know your set-up, so please correct me where I'm off.
- Aoife Tuohy NoneGrand. Happy to. I look after the connectors and the day to day admin, with Siobhán.
- Amara Obi NoneBrilliant. So what does good look like for you this quarter? I'd rather we spend time on what matters.
- Brendan Moran NoneEvidence of value, principally. And a clear view of where things stand ahead of the end of the contract on 31 Oct 2026.
- Amara Obi NoneRight. Let me start with the numbers. Over the last month we're averaging just under ten active users, against forty licensed. That's down a bit on the previous quarter, so it's moved the wrong way, though not as sharply as it looked a few weeks ago.
- Brendan Moran NoneI recall we discussed that. Has anything been done about it?
- Amara Obi NoneYes. After the last conversation I went back to Siobhán and Aoife for who had stopped and why, and we ran a short refresher. Aoife, would you add anything there?
- Aoife Tuohy NoneA few things. Some of the analysts had been using their own extracts, because they didn't know the brain could answer the question directly. After the session two of them came back. Another person had changed role and doesn't need it.
- Amara Obi NoneThat's useful, thank you. So some of the drop is people changing role, which is natural, and some is habit, which we can influence.
- Lewis Kerr NoneIf I can chip in on that. I'd say the sensible conversation is how many seats the team genuinely needs. I'd rather size it to what's used than keep a number that looks good on paper.
- Brendan Moran NoneI would welcome that approach, Lewis. Though I will say I need it in writing, against the executed terms.
- Lewis Kerr NoneOf course. I'll send options, exclusive of VAT, and co-termed to the renewal date of 1 Nov 2026. I won't quote any figures off the cuff on this call.
- Amara Obi NoneLet me move to connectors and tickets, and then back to value. Aoife, you've got what, the sources configured?
- Aoife Tuohy NoneBroker activity from the CRM, the policy queries, the claims tickets from the helpdesk, plus the shared drive documents. Everything has loaded each night as far as I've seen.
- Amara Obi NoneThat matches the records indexed on my side. Steady, not growing, but not stale either, which is what I'd want to see. And tickets: three in the last month, none high priority.
- Aoife Tuohy NoneYes, those were mine, small things. I'd class them as housekeeping rather than problems.
- Brendan Moran NoneWere all responded to within the service levels that apply to us?
- Amara Obi NoneNothing in the log suggests otherwise, and nothing was high priority. I'll confirm the response timestamps in writing so you've got it on record.
- Brendan Moran NoneThank you. That is the sort of thing I like on file.
- Amara Obi NoneNow, value. This is the bit I'd like your help with. Who's asking the most questions, and what are they using the answers for?
- Aoife Tuohy NoneSiobhán, mostly, and me. Siobhán uses it to line up broker activity with the policy queries before her weekly review. The underwriting analysts use it for claims patterns.
- Amara Obi NoneAnd that's the key-person point I'd flag. If a lot of the questions come from a couple of people, it's a risk for you as well as for us. Who else should have access? I keep asking, because I think there's headroom in claims and in compliance.
- Brendan Moran NoneCompliance is a fair suggestion. We have had a few queries recently where I would have liked a single answer. I'll put someone forward.
- Amara Obi NoneLovely. Then my ask is that we pick a concrete case, a real regulator or broker query, and run it end to end so you can see the value rather than hear about it.
- Brendan Moran NoneYes. Let's do this properly, with a case I choose.
- Lewis Kerr NoneThen the renewal discussion can sit on that. Let's say, I send the options within the week, Amara runs the case, and we meet again in good time before 31 Oct 2026.
- Brendan Moran NoneThat is acceptable. I would add that I do not agree anything outside the contract on a call, so please do not read silence as assent.
- Lewis Kerr NoneUnderstood entirely. Everything goes through paper.
- Amara Obi NoneAoife, anything blocking you that we haven't touched?
- Aoife Tuohy NoneNo, nothing. If I get more analysts on, I might need a hand with permissions, but that's a conversation for then.
- Amara Obi NoneHappy to help. Right, I'll write up actions today. Thanks, all, and let's get the next review in the diary.
- Brendan Moran NoneThank you, Amara. Kind regards to all.
- Aoife Tuohy NoneThanks, bye.
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