Sample Strategic Insights Report
The business is caught between the expectation of delivering advanced analytical value and the reality of unresolved foundational instability, making it difficult to credibly pursue expansion or renewal without first closing the reliability gap.
Recommended next steps
1. Resolve core platform reliability now
Prioritise dashboard performance, Salesforce connector stability, SSO access, and claims analytics accuracy as a coordinated reliability sprint, since these issues are present across all accounts and are actively blocking both daily usage and renewal confidence.
2. Build a renewal risk register by account
Map each account's open technical issues against their renewal timeline so leadership can identify which clients carry compounded commercial and operational risk before the next renewal cycle closes.
3. Gate France expansion on performance benchmarks
Define and communicate clear dashboard speed and reliability thresholds that must be met before committing to the France roll-out, so that expansion interest is not converted into new accounts inheriting existing platform instability.
Risks if this remains unresolved
Renewals lost to unresolved operational friction
Accounts flagging loss ratio concerns and requesting follow-ups are experiencing the same unresolved technical issues, meaning renewal decisions will be made against a backdrop of accumulated dissatisfaction rather than demonstrated platform improvement.
Analytics value perception erodes
Clients who cite underwriting risk models and broker performance insights as their most valuable features will lose confidence in those outputs if claims analytics lag, export failures, and dashboard inaccuracies remain unaddressed.
Expansion commitments outpace platform readiness
Active France roll-out interest and benchmarking requests create implicit roadmap commitments that are difficult to deliver credibly while foundational reliability issues consume engineering and support capacity across the existing account base.
| What is happening? | All ten accounts are simultaneously experiencing recurring platform reliability failures and raising unmet demands for advanced analytics, geographic expansion, and pricing transparency across a sustained three-month window. |
|---|---|
| Why it matters | The overlap between technical instability and commercial pressure at renewal stage means the business is at risk of losing accounts not because of product-market fit but because of execution gaps in the core platform. |
| Biggest risk | If platform reliability is not stabilised before the next renewal cycle, accounts with compounded technical and commercial concerns will have insufficient evidence to justify continued investment in the product. |
| Decision this informs | Whether to redirect near-term engineering and customer success capacity from new capability delivery toward resolving the foundational reliability issues that are currently blocking both retention and expansion. |
How the themes connect
We found 8 themes in the data. They group into three connected layers.
Foundational platform weaknesses form the root cause layer, producing a set of operational symptoms that affect analytical trust and workflow continuity, which in turn create measurable business consequences at the renewal and expansion level.
Core infrastructure is unreliable across accounts
Dashboard performance, CRM integration, SSO access, and data export functions are failing or degrading consistently across the full client base, indicating structural weaknesses in the platform rather than edge-case incidents.
Analytical workflows are disrupted and distrusted
Claims analytics lag, pricing opacity, and benchmarking gaps are surfacing as repeated follow-up requirements, meaning clients cannot complete core decision-support workflows reliably even when the underlying features exist.
Renewal exposure and expansion risk compound
Accounts approaching renewal are carrying both unresolved technical issues and unmet analytical expectations, while expansion interest in new geographies is conditionally held pending the same reliability improvements that have not yet been delivered.
Detailed themes and evidence
Dashboard and Report Performance Issues
Clients across all ten companies are experiencing a wide range of dashboard and report failures, including partial Excel exports, slow load times, and missing fraud-split functionality, generating the highest signal volume of any theme.
Root cause
138 signals
17.2% of feedback
10 companiesJun 2025–Sept 2025
Decision this informs: Whether dashboard and report performance instability should be treated as the primary platform reliability issue given its breadth across all accounts and its sustained signal volume.
Dashboard and Report Performance Issues
Clients across all ten companies are experiencing a wide range of dashboard and report failures, including partial Excel exports, slow load times, and missing fraud-split functionality, generating the highest signal volume of any theme.
Why this theme emerged
Adriatic Coverage reported that exporting to Excel produces only partial data, with the issue still open as of the last recorded date (Adriatic Coverage, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6003_14, 2025-09-09).
Adriatic Coverage also triggered a support log check when dashboard filters produced unexpected results, with the support agent requesting confirmation of the filters used (Adriatic Coverage, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6014_58, 2025-06-01).
Britannia Insurance asked whether dashboards could split fraud versus non-fraud claims during a check-in call, with the outcome logged as follow-up required (Britannia Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1079_80, 2025-08-02).
A patch was deployed and logged as resolved for Britannia Insurance, though this was recorded more than two months before the partial Excel export issue was still open at another account (Britannia Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6015_61, 2025-06-20).
The theme generated 138 signals across 10 companies from June through September, making it the highest-volume named theme in the dataset and the only one with daily signal activity across the entire period.
Renewal Risk and Loss Ratio Concerns
Multiple brokers facing imminent renewals have flagged loss ratio concerns in Germany, creating direct retention risk across the portfolio.
Business consequence
93 signals
11.6% of feedback
10 companiesJun 2025–Sept 2025
Decision this informs: Whether accounts with open Germany loss ratio concerns and imminent renewals need escalated engagement before the renewal window closes.
Renewal Risk and Loss Ratio Concerns
Multiple brokers facing imminent renewals have flagged loss ratio concerns in Germany, creating direct retention risk across the portfolio.
Why this theme emerged
NorthStar Brokers raised loss ratio concerns in Germany ahead of a next-quarter renewal, but the call resulted in voicemail with no resolution (NorthStar Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1182_183, 2025-06-02).
Horizon Brokers flagged the same Germany loss ratio concern during a check-in call, with the outcome logged as follow-up required (Horizon Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1092_93, 2025-06-07).
NorthStar Brokers identified underwriting risk models as the most valuable feature, indicating the platform's analytical depth is central to their renewal calculus (NorthStar Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_broker_account_manager_r85_q2, 2025-09-09).
Continental Assurance also cited underwriting risk models as the most valuable feature, reinforcing that this capability is a key retention anchor across accounts (Continental Assurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_operations_lead_r53_q2, 2025-06-30).
The theme generated 93 signals across 10 companies between June and September 2025, with unresolved follow-ups concentrated in the early renewal window.
Broker Benchmarking and Performance Insights
Clients across the portfolio are actively requesting broker benchmarking by region and identifying broker performance insights as a top platform value driver.
Analytical gap
78 signals
9.7% of feedback
10 companiesJun 2025–Sept 2025
Decision this informs: Whether broker benchmarking by region should be prioritised as a product capability given its volume of demand and its role in perceived platform value.
Broker Benchmarking and Performance Insights
Clients across the portfolio are actively requesting broker benchmarking by region and identifying broker performance insights as a top platform value driver.
Why this theme emerged
NorthStar Brokers asked about broker benchmarking by region in a call that resulted in a connected outcome (NorthStar Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1087_88, 2025-06-02).
EuroSure Insurance raised the same broker benchmarking by region question during a check-in call, with the outcome logged as follow-up required (EuroSure Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1044_45, 2025-07-02).
Gaelic Brokers identified broker performance insights as the most valuable feature in a survey response (Gaelic Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_underwriting_analyst_r163_q2, 2025-09-08).
Albion Mutual named the ability to benchmark brokers as their single biggest desired improvement in a survey response (Albion Mutual, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_exec_sponsor_r49_q1, 2025-07-07).
The theme generated 78 signals across 10 companies from June through September, making it the second-highest volume named theme after dashboard performance.
Claims Analytics Lag and Accuracy
Clients are experiencing measurable lag in claims analytics for UK reports, and the issue has persisted across multiple accounts from June through September with a patch only recently deployed.
Root cause
60 signals
7.5% of feedback
10 companiesJun 2025–Sept 2025
Decision this informs: Whether the patch deployed on 2025-09-09 has fully resolved the claims analytics lag across all affected accounts or whether residual issues remain.
Claims Analytics Lag and Accuracy
Clients are experiencing measurable lag in claims analytics for UK reports, and the issue has persisted across multiple accounts from June through September with a patch only recently deployed.
Why this theme emerged
Albion Mutual complained about claims analytics lag specifically in UK reports during a check-in call, with the outcome logged as follow-up required (Albion Mutual, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1074_75, 2025-06-01).
NorthStar Brokers raised the same claims analytics lag in UK reports complaint three months later, with the call resulting in voicemail and no confirmed resolution (NorthStar Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1012_13, 2025-09-01).
A patch was deployed and logged as resolved for EuroSure Insurance, though this occurred on the final day of the recorded period (EuroSure Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6018_70, 2025-09-09).
The theme generated 60 signals across 10 companies, with activity concentrated in August and September, suggesting the issue intensified rather than resolved over time.
Salesforce CRM Integration Instability
Multiple clients are experiencing an unstable Salesforce CRM integration and have explicitly requested a product roadmap to understand when it will be fixed.
Root cause
43 signals
5.3% of feedback
10 companiesJun 2025–Sept 2025
Decision this informs: Whether the Salesforce connector instability warrants a dedicated fix commitment and whether a roadmap should be shared with affected accounts.
Salesforce CRM Integration Instability
Multiple clients are experiencing an unstable Salesforce CRM integration and have explicitly requested a product roadmap to understand when it will be fixed.
Why this theme emerged
Britannia Insurance reported the Salesforce CRM integration as unstable during a check-in call and requested a roadmap, with the outcome logged as voicemail (Britannia Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1003_4, 2025-06-03).
Continental Assurance raised the same Salesforce CRM instability and roadmap request during a check-in call, with the outcome logged as follow-up required (Continental Assurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1046_47, 2025-07-28).
Continental Assurance's Salesforce CRM instability concern was revisited in a later call that resulted in a connected outcome, indicating the issue remained open for at least two months (Continental Assurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1103_104, 2025-09-08).
Gaelic Brokers identified a more stable Salesforce connector as their single biggest desired improvement in a survey response (Gaelic Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_underwriting_manager_r50_q1, 2025-08-22).
The theme generated 43 signals across 10 companies over a three-month window, with the issue unresolved at the time of the last recorded signal.
Pricing Transparency and Cost Breakdown
Clients across multiple companies are requesting clearer cost breakdowns in reports and dashboards, signalling that current pricing transparency is insufficient for their internal needs.
Reporting gap
40 signals
5% of feedback
10 companiesJun 2025–Sept 2025
Decision this informs: Whether the current cost breakdown format in reports and dashboards meets the internal visibility needs of the client base.
Pricing Transparency and Cost Breakdown
Clients across multiple companies are requesting clearer cost breakdowns in reports and dashboards, signalling that current pricing transparency is insufficient for their internal needs.
Why this theme emerged
Rhine Insurance Group identified clearer cost breakdown in reports as their single biggest desired improvement in a survey response (Rhine Insurance Group, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_claims_manager_r70_q1, 2025-06-01).
Horizon Brokers also named clearer cost breakdown in reports as their biggest improvement request in a survey response (Horizon Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_underwriting_manager_r59_q1, 2025-07-09).
Nordic Shield repeated the same clearer cost breakdown in reports request in a survey response three months after the first instance (Nordic Shield, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014887412_broker_account_manager_r72_q1, 2025-09-07).
Adriatic Coverage requested clearer pricing breakdown specifically within dashboards during a check-in call that resulted in a connected outcome (Adriatic Coverage, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1073_74, 2025-08-31).
The theme generated 40 signals across 10 companies over the full June to September period, with consistent recurrence across both call and survey channels.
France Roll-out Interest and Geographic Expansion
Several clients across the portfolio are actively interested in a France roll-out but are pairing that interest with concerns about dashboard speed.
Expansion readiness gap
31 signals
3.9% of feedback
10 companiesJun 2025–Sept 2025
Decision this informs: Whether dashboard performance must be resolved before a France roll-out can be positioned credibly to interested accounts.
France Roll-out Interest and Geographic Expansion
Several clients across the portfolio are actively interested in a France roll-out but are pairing that interest with concerns about dashboard speed.
Why this theme emerged
Gaelic Brokers expressed interest in the France roll-out but simultaneously flagged dashboard speed as a concern, with the outcome logged as follow-up required (Gaelic Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1188_189, 2025-06-01).
EuroSure Insurance raised France roll-out interest alongside dashboard speed worries during a check-in call, also resulting in a follow-up required outcome (EuroSure Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1008_9, 2025-07-06).
EuroSure Insurance returned to the same France roll-out and dashboard speed concern in a later call that resulted in a connected outcome, suggesting ongoing active engagement (EuroSure Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1002_3, 2025-08-30).
EuroSure Insurance raised the France roll-out and dashboard speed pairing a third time with a connected outcome, indicating the concern persisted across multiple months (EuroSure Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886359_1140_141, 2025-09-03).
The theme spans 31 signals across 10 companies from June through early September, with EuroSure Insurance appearing as the most consistently engaged account.
SSO Access and User Onboarding Failures
New users at multiple companies are unable to access the dashboard via SSO, blocking onboarding and requiring support intervention to resolve each instance.
Root cause
18 signals
2.2% of feedback
8 companiesJun 2025–Aug 2025
Decision this informs: Whether the SSO fix applied in August 2025 has durably resolved new user onboarding failures or whether a structural configuration issue remains across accounts.
SSO Access and User Onboarding Failures
New users at multiple companies are unable to access the dashboard via SSO, blocking onboarding and requiring support intervention to resolve each instance.
Why this theme emerged
Horizon Brokers reported that new users could not access the dashboard with SSO, logging the issue as a requester-initiated support ticket (Horizon Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6004_22, 2025-06-10).
Britannia Insurance reported the identical SSO access failure for new users more than two months after the first instance at Horizon Brokers, indicating the issue recurred rather than being permanently resolved (Britannia Insurance, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6002_9, 2025-08-26).
Rhine Insurance Group received a fixed SSO configuration from the support team and was asked to retry, suggesting the resolution required manual intervention per account (Rhine Insurance Group, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6005_26, 2025-08-27).
A patch was deployed and logged as resolved for Horizon Brokers, though the same failure type reappeared at Britannia Insurance after this patch was applied (Horizon Brokers, 7fe3d832_3d23_4ccd_84bb_2af2d9021b78_1783014886969_6004_21, 2025-08-02).
The theme generated 18 signals across 8 companies between June and August, with the absence of signals after 27 August potentially reflecting the Rhine Insurance Group fix rather than full resolution.