Editor's note: This brief was summarised by The Property AI Newsroom from a report by Mortgage Strategy. Read the original article for full details.
Gen H Uses AI to Streamline Mortgage Application Packaging
Gen H has introduced an AI agent to support its mortgage application process, focusing on improving efficiency in packaging checks while retaining manual underwriting for more complex decisions. The company reports that its underwriters remain directly accessible to brokers, and that human judgement continues to play a central role in risk-based decisions.
According to Gen H, much of the administrative work around mortgage applications, such as instructing valuations, running KYC checks, and comparing credit files against policy, is already automated. The company states that its underwriting process is deliberately kept manual to allow for nuanced assessments, such as evaluating one-off missed payments or irregular income patterns.
To address the administrative burden of packaging, Gen H has developed an AI agent that reviews each case as it arrives. The AI compares submitted documents against case requirements and suggests questions or clarifications for underwriters to consider. Underwriters can accept, edit, or delete these suggestions before sending them to brokers. Gen H reports that this AI agent has been in use with underwriters for several months and has helped save time on each case.
Gen H also notes plans to make the AI agent broker-facing, allowing it to proactively raise queries with brokers via email before underwriters review the case. However, the company has delayed this rollout, citing that underwriters often override the AI's suggestions based on their own judgement and experience. Gen H highlights that while the AI is trained on lending policy, it does not yet replicate the nuanced decision-making of human underwriters.
The company concludes that AI has the potential to change team workflows but emphasises the importance of preserving underwriter discretion and common sense in the process.
Source: Mortgage Strategy