Fenmoor Specialty Underwriting / B-Brain – Check In
Callcompleted
Fenmoor Specialty Underwriting: documents · 2026-05-05 10:15
Active users dipped slightly and the claims session has slipped, but Imogen Hartley says the brain is still the answer when people are stuck. Renewal is about eight weeks off, and she wants a written note and a board-grade value summary.
What was said
What this says
Current to 10 Oct 26Active users dipped slightly and the claims session has slipped, but Imogen Hartley says the brain is still the answer when people are stuck. Renewal is about eight weeks off, and she wants a written note and a board-grade value summary.
What happened: Daniel Okafor raised a small dip in active users, a bit under fourteen on average. Imogen Hartley puts it down to leave and heads-down work, and says nobody has called the brain useless.
Customer view: The claims session has not happened and is now cut to half an hour. She wants more of the organisation using the brain and a value figure the board would accept.
Commercial: The Growth term at £44,000 a year runs to 30 Jun 2026. She does not firmly recall the written renewal note, and her finance team will want to see it.
Watch: A broker data tidy-up could touch the CRM connector, so the call does not rule out a source change. The call does not show how the renewal concluded.
Themes
Current to 9 Oct 26Theme
Softer usage, renewal note
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to resend a one-page written renewal note by the end of that week, copying Priya Raman.
- Daniel to offer slots for the half-hour claims session once Imogen Hartley names a contact in underwriting operations.
- Imogen to tell Daniel before any broker data change goes ahead so the connector can be checked.
Risks
Current to 9 Oct 26- Active users are slightly down on the previous quarter and the claims session has slipped.
- The customer cannot confirm she read the earlier written renewal note, and her finance team wants it.
- A broker data tidy-up could change the CRM source and break a connector.
Opportunities
Current to 9 Oct 26- A half-hour claims session with questions drawn from the customer's own data could restart wider adoption.
- A value summary built on the customer's own numbers answers the board's question about what the brain is worth.
Transcript
Daniel Okafor NoneGood morning, Imogen. Thank you for your time. Can you hear me all right?
Imogen Hartley NoneGood morning, Daniel. Yes, I can. Give me a second, my headset has decided to reconnect itself. There we go.- Daniel Okafor NoneNo trouble. It's only the two of us, I think, so we can make a start whenever you're ready. How was the long weekend?
- Imogen Hartley NoneQuiet, thankfully. I mostly did the garden and ignored my inbox, which I'm now paying for. Yours?
- Daniel Okafor NoneMuch the same, with a bit less garden. Right, so what I'd like to do today is go through how the team has been using the brain since we last spoke, ask whether anything has changed on your side, and then touch on the renewal. Is that all right?
- Imogen Hartley NoneYes. Let me give you the context first, because it has moved a little since last time. The capacity providers' oversight questions haven't gone away, but we're in a slightly steadier stretch. Less firefighting, more planning, which I'm grateful for.
- Daniel Okafor NoneThat's good to hear. I'll be honest about the usage, because it's a little different from last quarter. Active users are averaging a bit under fourteen, and that's slightly down compared with the previous quarter. Not dramatically, a few percent, but I'd rather mention it than have you find it in a report.
- Imogen Hartley NoneMm. I'd noticed it was softer. I've been wondering whether I should be worried.
- Daniel Okafor NoneI don't think so, not yet. A small dip over a quiet stretch isn't a trend. What I look at is the pattern, and the questions asked are holding up. But it's worth understanding, so what's your own sense of it?
- Imogen Hartley NoneA couple of things. Some people were away around the Easter period, and I suspect a couple of the keener analysts have been heads-down on a piece of work that doesn't touch the brain. That's my guess, anyway. I haven't asked them.
- Daniel Okafor NoneThat sounds plausible. Does it feel like people have lost interest, or that there's simply been less call for it?
- Imogen Hartley NoneLess call. Nobody has said it's useless. If anything, the opposite. Whenever someone's stuck, the answer is still, ask the brain.
- Daniel Okafor NoneGood. And is the claims session we talked about still something you'd want? I don't want to assume the situation hasn't changed.
- Imogen Hartley NoneIt's still something I'd want, but I'll be honest, it hasn't happened and that's partly on me. I said I'd sponsor it and then the weeks filled up. The real question is whether I can give it proper attention before the summer.
- Daniel Okafor NoneThank you for being straight about that. It's an easy thing to let slide. Would it help if I made it smaller? Half an hour, one team, two or three questions drawn from your own data, and you only need to show your face at the start.
- Imogen Hartley NoneSmaller is better. Yes. Half an hour I can protect. An hour I'd cancel at the last minute and feel bad about.
- Daniel Okafor NoneThen half an hour it is. I'll come back to you with a couple of slots, and I'll work out the questions with someone on your team beforehand so it's relevant.
- Imogen Hartley NoneLovely. Someone in underwriting operations would be the right person, I'll nudge them to expect your note.
- Daniel Okafor NoneThank you. Now, tickets. There's nothing from you in the last month, and nothing flagged as urgent. Is that how it feels?
- Imogen Hartley NoneIt is. Everything just works, which I realise is a strange thing to complain about.
- Daniel Okafor NoneIt's the best thing to complain about, so please keep doing it. And the nightly refresh has landed on time each business day. Have your people mentioned any stale answers?
- Imogen Hartley NoneNo, nobody. Not that I've heard.
- Daniel Okafor NoneGood. Then let me turn to the renewal, because it's about eight weeks away and I'd like you to feel it's under control. The current term runs to 30 Jun 2026, and the renewal begins on 1 Jul 2026. Growth, forty licensed users, forty-four thousand a year. That's what the order form says, and that's what's been invoiced and paid.
- Imogen Hartley NoneRight. And does that stay the same, or has something moved? You mentioned last time you'd confirm in writing.
- Daniel Okafor NoneI did, and I'd like to close that loop properly. I'm not going to quote a different figure off the top of my head on a call, because the order form is what governs. What I'll do is send you a short written note setting out what applies at renewal, and copy Priya Raman, who owns the commercial side of your account.
- Imogen Hartley NoneI did receive something from you, I think, but I can't swear I read it properly. Could you resend it? I'd rather work from one document.
- Daniel Okafor NoneOf course. I'll resend it and make sure it's one clear page. I'll come back to you on that by the end of this week.
- Imogen Hartley NoneThank you. I should tell you, our finance team will want to see it too. They like to know what's coming before they're asked.
- Daniel Okafor NoneThat's entirely reasonable. If it helps, I can join a short call with them, or just send something they can read without having to understand the product.
- Imogen Hartley NoneThe second, I think. Something they can read. Then if they've questions, I'll bring them to you.
- Daniel Okafor NoneDone. Can I ask something a bit more open? When you look ahead to the next twelve months, what would make the brain more valuable to you than it is today?
- Imogen Hartley NoneGood question. A few things. I'd like more of the organisation using it, obviously, which comes back to the claims team. I'd like to be able to say with confidence what it's worth, in terms the board would accept, rather than my instinct. And I'd like it to be woven into how we answer the capacity providers, so it's not a thing someone remembers to try.
- Daniel Okafor NoneThat's a clear list. The first I can help with through the training. The second, the value summary, I can do, and I'd want to build it with your numbers rather than ours. The third is more about your process than my product, but I'm happy to think it through with you.
- Imogen Hartley NoneI'd welcome that. I've seen this work when the tool becomes part of the routine, and fade when it sits to one side.
- Daniel Okafor NoneI agree. And if I may, the dip in users may be a small warning of the second kind, which is why I'd like to keep nudging rather than leave it. Not because I'm worried, just because it's cheaper to keep a habit than to rebuild one.
- Imogen Hartley NoneFair. Honestly, that's the sort of thing I want from a vendor. Someone who tells me early and doesn't dress it up.
- Daniel Okafor NoneI'll take that. One last practical point: has anything changed in the systems feeding the brain? The CRM, the helpdesk, the shared drive? I only ask because that's when connectors can wobble.
- Imogen Hartley NoneNothing I know of. Although there's a conversation going on about tidying up how the broker data is held, and I wouldn't be surprised if that touched the CRM. Nothing decided.
- Daniel Okafor NoneThat's useful, thank you. If it does go ahead, please tell me before it happens, not after, and I'll check the connector for you. That tends to save everybody a stressful morning.
- Imogen Hartley NoneI'll make a note. Actually, I'll put it in my actions so it doesn't evaporate.
- Daniel Okafor NoneLovely. Is there anything else you wanted to raise?
- Imogen Hartley NoneI don't think so. Only that I'm in a good place with the product, and I want to stay there. So anything that keeps me honest about it, I'm in favour of.
- Daniel Okafor NoneUnderstood. Just to close the loop on next steps, then. I'll resend the written renewal note and copy Priya. I'll offer a couple of slots for the half-hour claims session. And I'll start on the one-page value summary, built on your own usage. You'll let me know if the broker data tidy-up goes ahead, and send me the name of the person in underwriting operations.
- Imogen Hartley NoneThat's all of it. I'll send you the name this afternoon. Thank you, Daniel.
- Daniel Okafor NoneThank you, Imogen. Enjoy the rest of the week.
- Imogen Hartley NoneYou too. Best, Imogen.
- Daniel Okafor NoneBest wishes, Daniel. Bye for now.
Callsmade from