‘Metanoia’ to embed AI across broker workflow
Mortgage aggregator Finsure has unveiled Metanoia, a new customer relationship management platform that will replace its Infynity CRM, with brokers getting an early look at the aggregator’s professional development days this month.
“We’re effectively renovating the house room by room,” said Simon Bednar (pictured top), group chief executive of Finsure. “Rather than switching everything off and starting again, we’re carefully replacing and enhancing features in stages to ensure brokers experience a seamless transition.”
According to Finsure, Metanoia is built from the ground up with artificial intelligence embedded across broker workflows, including client engagement, loan processing and ongoing customer management.
“We know how important this is for our network and have invested tens of millions of dollars in this platform to ensure they are receiving cutting-edge technology that will seamlessly integrate into their business,” Bednar said.
“AI is an enabler. It augments the work brokers do every day. It’s about giving them back time — reducing administration, improving accuracy, and allowing them to focus on what truly drives their businesses: building stronger relationships with their customers.”
Finsure said the platform is designed to support cross-border operations, beginning with New Zealand.
“We know many brokers are exploring international opportunities,” Bednar said. “Metanoia will make it possible to manage that growth from one platform, providing visibility, compliance alignment, and operational consistency across markets.”
The release will include an “agentic team” of digital AI agents to support administrative work, and an AI compliance tool, Sentinel.
“This isn’t about replacing people,” Bednar stressed. “It’s about equipping brokers with their own scalable digital workforce that works alongside their human team.”
Metanoia product lead Gavin Hoy (pictured right) also demonstrated a new loan application flow, which Finsure said is in pilot until the end of April, ahead of a broader release planned for mid-year.
“Our focus is on streamlining data capture, reducing duplication, and simplifying compliance so brokers can spend more time advising clients and less time chasing documents,” Hoy said.
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