Intermediary News

Notice of enhancements to the document upload process in our Online Broker Portal

We are giving you advance notice that we have made further enhancements to the Online Broker Portal following our recent improvements to the applications process.

Based on feedback that the layout of the ‘Upload Documents’ page was confusing, making it a challenge to see what is required, we have changed the page to make it easier for you to understand what documents need to be uploaded for each customer.

These changes will take effect from 6pm this evening (20.07.2023).

What does the document page currently look like?

What are the changes?

  • The ‘Uploaded Application Documents’ page has been renamed as ‘Upload Documents’ and all tasks that appear will remain mandatory
  • The screen has been redesigned to make it easier for you to establish which documents are required for each individual applicant
  • The page will be separated into multiple sections including Affordability, Application and Identity, to ensure it is clearer what documents are required
  • The document status has also changed to make it easier for you to see what stage each document is at, i.e. outstanding, received or being reviewed:
    • When a document is accepted, this has been accepted by the assigned underwriter and no further action from you is needed
    • If a document is rejected, you will be able to see the date and time this happened and any supporting information we can provide to help you. Brokers will continue to be notified of any additional tasks needed to complete an application by email, and you will be able to upload a new document against the original rejected task
  • You will continue to be able to add a supporting note on the same page to give us a brief overview of the customer’s application. This has been made more prominent in the improved page. We recommend you complete this, as this will aid the underwriter during their initial assessment
  • You will now only be able to provide additional documentation when we request it. If one of our team requires more documentation from you, they will raise a task on the system. This will automatically create a document requirement in the ‘Upload Documents’ page, clearly assigned next to an applicant and aligned to one of the new application headings
  • We are no longer accepting ‘bulk’ uploaded documents across the full application. This will minimise the time taken for internal teams to identify which documents are outstanding and aide application turnaround times
    • The only exception to this is when you are uploading multiple documents against the same task. For example, where a single task requires ‘3 months bank statements’, it is acceptable to either upload a single document containing all three statements or 3 individual documents, whichever is easier for you

How will the new Upload Document page look from later today?
Below is a screenshot of the new page:

If a document is rejected, what will the task look like?

What if I have further questions?
If you have any queries or require further information our team remains available via phone and email, details of which can be found here.

Thank you for your continued support.