Market insights
Insights from analysis of lender and broker discovery work, and completed discovery forms.
01
The dominant pattern is admin rework: chasing, checking, correcting, and packaging.
02
Right-first-time is still a major bottleneck.
03
Reducing this rework is one of the clearest ways to increase case capacity without adding headcount.
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Right first time information and documents
How often information and documents come back right first time without rework or chasing required.
Only a small minority say cases are right first time most of the time. Most teams still sit in the zone where rework is common and admin effort compounds across the case.
Most common operational pain points
Share of respondents selecting each pain point.
The strongest pattern is still the same: collecting the right information, checking it, and going back when it is wrong or missing.
What causes the most rework
Among respondents who answered this question.
Rework is usually created by incomplete applications, wrong documents, borrower changes, and downstream valuation or legal issues.
Most common document issues
Among respondents who answered this question.
The problem is not just document volume. Teams repeatedly deal with incomplete, poor-quality, wrong, outdated, and partially missing files.
How often teams chase missing items
How frequently teams need to follow up to get required items.
Following up is routine, not occasional. This is exactly the type of repeated admin loop that workflow AI can remove.
Time from full application to completion
Cycle time distribution.
Many teams still report cycle times of four weeks or more, which means admin drag compounds over a long period unless it is actively removed.
How teams track document status today
Where teams track what's received vs outstanding.
Document tracking is still fragmented across CRM, spreadsheets, email threads, portals, and manual notes. That fragmentation is one reason workflows leak time.
Open Banking usage for income/affordability checks
Directional; varies by product type and policy.
Most teams are either interested in Open Banking or selectively using it. The wider point is that checks remain fragmented and workflow-heavy.
Share of cases that stall or drop out
Among respondents who answered this question.
A meaningful share of teams report 20–50% stall or drop-out. Admin friction is not just inefficient — it directly affects throughput and revenue.
What a typical secured loan case looks like
These figures come from the existing interaction-analysis framing used on the current insights page. They reflect the broker-to-lender journey alone; borrower communication increases the effort further.
1 to 2 months
Typical case duration
15 to 20
Message rounds per case
15 to 25
Documents per case
~35%
Require repeats or corrections
5+
Staff involved per case
5+ hours
Admin effort per case on chasing, checking, and fixing
What this means
The real issue is not one isolated task. It is the repeated cycle of request, check, correct, re-key and repackage across the middle of the case.
That is why point AI tools help, but workflow AI is where the bigger capacity gain sits. The opportunity is to remove rework across the case, not just speed up one step.
The clearest win is helping teams process more volume without adding more admin headcount, while still keeping human judgement and review where it matters.
That is why point AI tools help, but workflow AI is where the bigger capacity gain sits. The opportunity is to remove rework across the case, not just speed up one step.
The clearest win is helping teams process more volume without adding more admin headcount, while still keeping human judgement and review where it matters.
Get your AI business case and see where workflow AI could remove rework in your process.