Answers to underwriting questions in seconds with an internal AI Policy Search Tool

The Support Center at HypotheekCompany gets a lot of questions every day about underwriting conditions. Think exceptions per lender, energy-saving measures, property types or expat cases. In practice, finding the right answer takes a lot of time, because the information is spread across multiple guides, multiple versions and different terms.

The consequence is familiar: a lot of search time, a risk of inconsistency between staff, waiting time for clients and frustration from repetitive work.

We built an internal AI search tool (web app, no installation) that staff use in two ways:

Search in plain language
For quick questions where you want an answer right away.

Chat with an AI assistant
For more complex cases where you want to ask follow-up questions and sharpen the answer step by step.

• A short, clear answer

• The relevant source excerpt from the original underwriting guide

• Context such as exceptions and additional conditions

• The lender and document version, so you can always verify

• Synonym recognition (different terms, still the right policy)

• Multi-document search (searches multiple lenders at once)

• Version-aware working (insight into which information is current)

The tool is a strong foundation for rollout to affiliated offices in the HypotheekCompany house style: their own assistant as a distinctive advantage, instead of a generic market solution.