Pure Retirement Enhances Adviser Journey through Launch of AI-Driven Criteria Chatbot

04 June 2026

Leading lifetime mortgage lender Pure Retirement has underlined its commitment to leveraging technology to improve the adviser journey through the launch of its new AI-driver criteria chatbot, Lenny.

Under the new offering, advisers can get criteria questions answered 24/7, enabling greater convenience and flexibility when exploring options to place client cases.

The chatbot uses approved criteria information to help advisers find answers to lending enquiries more quickly, with users able to ask an initial criteria question and follow up with any additional queries. Once advisers have the information they need, they are then able to download it as a PDF with one click and save it as part of their audit trail.

The new chatbot exists alongside existing Intermediary Sales support, which includes the ability to conduct pre-application checks to establish whether a case meets criteria before an adviser formally lodges an application.

The two initiatives are designed to provide for more information upfront to advisers, and streamlining their experience when establishing client and property eligibility in relation to the lender’s products.

Utilising technology to improve communication channels

The launch of Lenny comes among other innovation-driven schemes from the lender, aimed at utilising technology to improving experiences and communication channels. This has included launching an adviser-facing WhatsApp channel to facilitate the instant sharing of key updates such as rate changes, product enhancements and launches, and lending criteria updates.

The new channel has been launched in recognition of the often busy and mobile nature of advisers’ working days, ensuring they don’t need to dedicate time to go through emails between appointments to find out about any product movements among Pure Retirement’s lifetime mortgages.

Speaking of these latest developments, Head of Distribution Scott Burman says:

“We’re pleased to be continually evolving our processes and service offering, helping to drive adviser experience improvements and enabling them to best serve their customers.

Delivering best outcomes for consumers sits within the intersection of service and technology, and being able to offer new ways for advisers to receive quick responses to criteria queries 24/7, and have instant updates delivered direct to their phone, underlines our commitment to supporting all the market, all the time in best serving clients and helping them to achieve their financial goals in later life.”