Follow-up from our QBR: usage, tickets and next steps

Dear Imogen, Richard and Callum, Thank you all for your time on the review call. Just to close the loop on what we covered, and so that you have it in writing. Usage first. Active use is up a little on the previous quarter, which is encouraging, but the average number of people in the brain each month is still a small fraction of the licensed users you have. Most of the questions are being asked by a handful of people, and Callum's team accounts for a large share of them. I would like us to broaden that, particularly among the underwriters who handle the bordereaux queries from your capacity providers. Second, support. You raised four high-priority tickets in the last month, out of five in total. I have read through them with our support team and the pattern is mostly connector sync and the morning refresh. I know that is exactly the thing that matters most to you at 07:00, and I do not want to gloss over it. I will come back to you by the end of next week with a written summary of what caused each one and what has changed. Third, what I would suggest as a next step. Imogen, I would value an hour with you to agree who should be asking questions and what a good month looks like for Fenmoor. Callum, could you let me know which two or three oversight questions from the syndicates take up the most of your team's week? I would like to show you those answered directly from the brain. How is the team finding it day to day? Please tell me plainly if it is not what you expected. Best wishes, Daniel Daniel Okafor Customer Success Manager, B-Brain

Daniel, Thank you for the note. I will be direct. What does this cost us, all in, and what do we have to show for it? We pay the full annual fee on the contract. I am told there have been several urgent tickets in the past month, and that only a few of our people use the system regularly. That is not a position I can take to the board. I do not need the technical detail. I need a simple view: what the brain has saved or answered for us, what is not working, and what you will do about it, with dates. If the capacity providers ask me whether this is helping our oversight, I would like to be able to say yes and explain why. At the moment I cannot. Please send me one page, and keep it simple. Imogen and Callum are copied and I would like their view on it before it reaches me. Regards, Richard Thorne Chief Operating Officer, Fenmoor Specialty Underwriting On 18 Aug 2026, at 11:48, Daniel Okafor wrote: > Thank you all for your time on the review call. Just to close the loop on what we covered... > I will come back to you by the end of next week with a written summary of what caused each one and what has changed.