Gen H doubles 'one-touch underwrites' on complex cases 

Mortgage lender Gen H has announced that it has doubled the percentage of cases that receive an offer in the first session an underwriter assesses them.

Its data shows that while cases have been rising in complexity, the number of 'one-touch underwrites' – cases where an underwriter can offer in the same session that they first assess a submission – has doubled. The number of cases considered to have medium-to-high complexity, where there are factors that require greater scrutiny in underwriting, increased by 10% over the same period. 

These efficiency gains are driven by the collaboration between Gen H’s engineering and underwriting teams, who have embraced advances in AI capabilities over recent months, such as designing tools to help brokers properly package the case at submission. 

The team fed an AI agent with six months of underwriter requests to identify common speedbumps and implemented fixes, such as creating input fields for eVisa share codes, children’s ages where there are dependents, and deposit accumulation evidence. Where additional evidence is required, where possible, the system will ask for information upfront to avoid back-and-forth.

These enhancements mean more brokers are receiving mortgage offers in less than two days for even their most complex clients and cases. Year to date, one in four cases received a one-touch underwrite.

Pete Dockar, chief commercial officer at Gen H, said: “These are the extremely positive results of the collaborative, forward-thinking work of our engineering and underwriting teams. Offering on an extremely low-risk case in a matter of minutes is one thing – but offering on a case with complex income, multiple dependents and foreign nationals in the same session on first review is a major accomplishment. This is proof that smart systems enable your best people to deliver the best possible client outcomes.”