The equity release lender partnered with robotics specialist Robiquity, which has automated around 80% of its back office servicing processing.

It has deployed smart robots to tackle the time-consuming monotonous admin tasks in a move which has allowed the lender to redeploy the staff to support customer-facing teams.

This has helped improve time between application, offer and completion and – said more2life – has boosted speed by over 40%. Indeed, data from more2life shows it took on average just 6.9 days to get from application to offer.

Dave Harris, CEO at more2life, explained it had been investing heavily in technology – including robotics – even before the onset of the Covid pandemic. This had enabled it to speed up its servicing and reduce the time it took to get applications to offer and completion.

However, he explained, in the last 12 months the impact Robiquity’s robots had made a ‘phenomenal’ impact on its business operations.

“We are able to utilise this form of technology to drive positive outcomes and increase accuracy which is exactly what our advisers’ customers tell us they want from more2life,” he said.

“This leads to a smoother application process for advisers – in terms of back office processes – and therefore ultimately the client.

“Through the use of robots, we have been able to free up more time for colleagues to focus on either client engagement roles or areas of the business which need additional support in these unprecedented times.

“I am looking forward to seeing the further deployment of robots across 2021 and investigating further areas of the business where robots could be used to deliver even better outcomes for our customers.”

Meanwhile, James Procter, head of consultancy services at Robiquity, added: “more2life rapidly understood the wide scale benefit of automation following the initial Robiquity led assessment.

“This allowed the programme to be driven at scale with key stakeholder engagement throughout. more2life has recently transition to our Managed Service model providing them with the confidence that their scaled digital workforce will be effectively managed, maintain and continuously improved.

“We look forward working with the more2life team over the coming years shaping more intelligent automation solutions to free up their skilled workforce”.