The Intermediary – February 2026 - Flipbook - Page 66
T E C H N O L O GY
Opinion
Those who embrace
tech will succeed in
today’s market
I
f I had to name the two
biggest trends shaping the
intermediary mortgage
market today, they would
be the rise of artificial
intelligence (AI) and the
growing demand for tailored advice.
At first glance, these might seem
contradictory. One is about technology
and automation; the other is about
human insight and personal service.
But look closer and it’s clear
they complement each other
perfectly. Together, they create
a significant opportunity for
brokers and borrowers, provided
advisers overcome any innate fear
of technology they may have, and
embrace its benefits. Those who do
could benefit from a rare chance to
grow their businesses without having
to grow their wage bill and help
more borrowers secure the homes
they want.
Boosting advice
This maers because the market is
more complex than ever. Borrowers
face high house prices, cost-of-living
pressures, and oen have multiple
or non-traditional income sources.
Advisers need quick access to a wide
range of information and time to
understand individual circumstances.
Meeting these demands, alongside
rising regulatory requirements, has
been tough – especially for smaller
firms. Technology can help. From
research to routine admin, digital
tools free brokers to focus on what
maers most.
So why the hesitation? Many
brokers worry that “AI will take our
jobs,” “borrowers will use tech to do it
all themselves,” or “I don’t have time to
learn how to use it.” It’s human nature
to fear change. The fight-or-flight
instinct kicks in, and their inner voice
64
The Intermediary | February 2026
starts listing worst-case scenarios. But
the evidence shows AI is more friend
than foe. In fact, when used well, it
can make brokers indispensable.
Recent research we conducted found
that nearly half (47%) of brokers are
optimistic about technology’s role and
39% feel relaxed about it. Most see AI
and digital tools as ways to enhance –
not replace – their advice.
Many already use tech to cut admin
and improve service. For example,
we’ve introduced a digital booking
system for business development
managers (BDMs) via our customer
relationship management (CRM)
platform. Brokers can book
appointments directly using a simple
link, with real-time diary access and
location details, avoiding the usual
back-and-forth emails.
Since launch, this has enabled
hundreds of appointments and freed
BDMs to provide more proactive
support instead of admin.
Streamlining admin
Still, 24% of advisers remain
concerned about AI. Brokers see the
benefits but struggle to find time to
embed new tools; ironically, the very
tools that would save them time.
So, what’s the answer? There’s no
single fix or silver bullet. But brokers
can start by identifying which tools
will make the biggest difference in line
with their own business priorities,
whether they are streamlining admin,
improving data management or
enhancing client insight.
Adopting changes gradually can
help them manage cost and avoid
overwhelm – think of it as tackling
the challenge in chunks; starting with
the areas that will deliver the most
immediate impact and then building
from there. The benefits go beyond
efficiency, too. AI can help brokers
JEREMY DUNCOMBE
is managing director
at Accord Mortgages
analyse complex borrower profiles
faster, spot paerns, and match clients
to lenders more accurately. It can even
support marketing by identifying
trends and helping brokers target the
right audiences.
Used wisely, technology becomes
an enabler, not a threat. Our freeto-access Growth Series information
resource can help, providing relevant
content including blogs on the best AI
tools for brokers, and how brokers can
unlock AI’s full potential.
A human approach
Of course, none of this replaces the
human touch. Borrowers still want
reassurance, empathy, and guidance
through what is oen the biggest
financial decision of their lives.
Technology can’t replicate that. But it
can give brokers the time and tools to
deliver it beer. In fact, the savviest
brokers will use tech to supercharge
their advice, reach more clients, and
grow their businesses.
The mortgage market isn’t geing
any simpler. Economic pressures,
and evolving borrower needs mean
advisers are more essential than ever.
But being essential doesn’t guarantee
success. Brokers who embrace
technology will have a competitive
edge. They’ll be faster, more informed,
and more available to their clients.
Ultimately, whether brokers view
AI as an opportunity or a threat is up
to them. But the evidence is clear:
technology is here to stay.
The tools exist. The benefits
are proven. The question is
whether brokers are ready to take
the first step. ●
