Underwriting, complex cases and the Hero Hotline

For brokers, one of the biggest challenges is knowing whether a case is likely to proceed before investing hours in researching criteria, gathering documents and preparing an application. When a client's circumstances are straightforward, the process can be relatively simple. But many borrowers approaching later life have more complex financial situations that don't fit neatly into standard lending models.

In the latest episode of Living MORE, Krystle Clark, Underwriting Team Lead at LiveMore, shares an insight into how the underwriting team approaches complex cases, why conversations matter, and how the Hero Hotline is helping brokers get answers directly from decision-makers.

Not every case fits a standard box

Brokers work with a huge range of customers, each with their own goals, income sources and financial circumstances. While some cases follow a familiar pattern, others require a deeper understanding of a client's situation.

This is particularly true in later life lending, where customers may be drawing income from multiple sources, supplementing earnings with investments, or relying on assets accumulated over a lifetime. Looking at a single figure or applying a rigid set of rules rarely tells the full story.

That's why LiveMore's underwriting approach focuses on understanding the customer behind the application. The team takes time to look at the wider picture and assess the merits of each case on its individual circumstances, rather than searching for reasons to say no.

The reality for brokers

Keeping up with lender criteria is no easy task. Brokers are expected to navigate a constantly changing market while supporting clients with increasingly diverse needs.

As Krystle explains, it isn't realistic for brokers to know every detail of every lender's criteria. They're working across multiple lenders, multiple products and multiple customer scenarios every day.

That can sometimes lead to uncertainty. A case may look too complex at first glance, or a broker may not be sure whether a particular income type, property type or customer circumstance will fit within lending policy.

Often, all that's needed is a quick discussion with somebody who understands the criteria inside out.

Why conversations make a difference

One of the themes that comes through strongly in the conversation is the value of simply talking through a case.

While criteria guides and lending manuals have an important role to play, they can't always account for every possible scenario. Some cases require nuance, context and a deeper understanding of what is actually being presented.

A conversation allows brokers to explain the full picture, ask questions and receive guidance before committing significant time to an application.

For the underwriting team, these discussions are equally valuable. Just as brokers benefit from a second opinion, underwriters often work collaboratively to assess more complex cases and explore different ways forward.

It's an approach built on experience, communication and problem-solving rather than box ticking.

Direct access through the Hero Hotline

To help facilitate those conversations, LiveMore introduced the Hero Hotline.

The service gives brokers direct access to decision-making underwriters, allowing them to discuss cases before submission and gain clarity on what may be possible.

Rather than spending hours packaging a case only to discover a problem later in the process, brokers can speak directly with somebody who understands the criteria and can provide practical guidance from the outset.

This direct access helps reduce uncertainty, saves valuable time and gives brokers greater confidence when working on more challenging cases.

Importantly, it also gives brokers access to people who are involved in making lending decisions rather than simply interpreting policy documents.

Education as well as support

The Hero Hotline is not just about providing answers on individual cases.

As more brokers use the service, it has also become a valuable learning resource. Every conversation helps brokers build a deeper understanding of lending considerations, customer circumstances and the types of scenarios that may be possible.

Over time, these discussions help brokers become more confident when approaching complex cases and provide greater insight into the factors underwriters consider during the assessment process.

It's a practical, real-world way of developing knowledge while solving case-specific challenges at the same time.

Finding a way to YES

The phrase "finding a way to YES" is central to LiveMore's approach, and nowhere is that more evident than within the underwriting team.

That doesn't mean saying yes to every application. Responsible lending will always remain essential. But it does mean taking the time to understand the customer, consider the available options and explore solutions wherever possible.

For brokers working with customers whose circumstances don't fit the traditional mould, that approach can make all the difference.

A case that initially appears challenging may simply need further discussion, additional context or a different perspective.

A partner for complex cases

The mortgage market is becoming increasingly diverse, and customer circumstances are becoming increasingly varied. As a result, the ability to assess cases on their merits and hold meaningful discussions has never been more important.

For brokers, having direct access to experienced underwriters provides an opportunity to gain clarity, explore possibilities and avoid unnecessary dead ends.

As Krystle explains, there is often nothing better than discussing a case.

And when that conversation happens with someone who understands the criteria inside out, it could be the difference between a quick no and finding a way forward.

Watch the full episode of Living More with Krystle Clark to learn more about underwriting at LiveMore and how the Hero Hotline is helping brokers place complex cases with confidence.