Post last updated on December 9, 2025
More than half (53%) of homebuyers and owners say the purchase process is as stressful as getting married or changing jobs, according to a 2024 nationwide survey by Rate, a fintech company. Key sources of stress include securing a mortgage (54%), dealing with paperwork (50%) and timing the move or sale (41%).
By streamlining underwriting, mortgage loan officers can reduce borrowers’ stress, earn customer recommendations and strengthen relationships with Realtors® and other referral partners.
A survey of 400 recent homebuyers published in November by Flatworld Solutions identified three major complaints about delays in the mortgage process:
- 36.3% said they had to resubmit the same documents multiple times, often due to outdated systems or unclear instructions.
- 34.5% reported that mortgage terms were difficult to understand, indicating a clear need for plain-language explanations and better guidance.
- 26.8% experienced unexpected delays during closing, while 22.3% were frustrated by a lack of transparency in key moments.
Effective Communications with Underwriting
In a time of fluctuating interest rates and home prices, many elements of the mortgage process are outside the LO’s control. Underwriting, however, is one area where LOs can help avoid the types of delays and miscommunications that homebuyers find so irritating. With this in mind, here are five strategies the Arch MI’s Underwriting team uses to communicate clearly with LOs:
- Include your contact information with each file submission.
- Be clear and concise.
- To clarify issues or concerns, consider when to pick up the phone vs. responding via email multiple times.
- Carefully read emails in their entirety so your response addresses every aspect of the message.
- Be proactive in sharing information via a note or letter regarding borrower circumstances that may help the underwriter better understand the file.
Blaine Rada, Arch MI’s Senior National Trainer, expands on these ideas with “12 Steps to Ensure a Smooth (Mortgage) Transaction” in Arch MI Academy’s on-demand video titled “What Begins Well, Ends Well.” It’s well worth your time to watch the entire hour-long video, but the sections on the loan application and setting buyer expectations are especially relevant here.
Rada says some LOs don’t spend enough time at the beginning stage — with a Form 1003 mortgage application, for example, “It’s best to put time and effort at the beginning of the transaction, but there is a tendency to do the opposite,” he says. “One of the reasons for this is borrowers are pushing us to move quickly to get things done fast. They’re impatient, and they don’t understand the process.”
Setting expectations early in the process helps avoid unwelcome surprises, says Rada, a 40-year mortgage industry veteran who has worked as a loan officer, processor and underwriter. He believes LOs often avoid talking about long timelines at the outset because it’s a message impatient buyers don’t like to hear. “At the end, they’ll respect me or the fact that things went the way I said rather than me telling them the things they want to hear,” Rada says.
In addition to the video on ensuring a smooth mortgage transaction, Arch MI Academy offers live and on-demand webinars to help lenders learn key skills, techniques and best practices to help mortgage teams build confidence and grow originations.
Other Arch MI resources for LOs include our ASK Center, which is staffed by underwriting experts who can answer even the most complex questions about mortgage insurance on loans. Get direct access to our MI underwriting experts and personalized scenario analysis, then finalize your loan applications with confidence. Send us your questions using the form below, and you’ll get our answer in one hour or less. You can also view video answers to our more frequently asked questions.
When questions arise about a specific file, you can contact your Account Manager or the UW Customer Service Team.
Tell us about your successful strategies for improving communications with underwriters, and we may use your input in a future Insights post on this topic. We look forward to hearing from you.