What Are the Biggest Mistakes Mortgage Brokers Make in Submission Calls?
For most mortgage brokers, the submission call is one of the most critical parts of the client journey. It is the point where your advice, professionalism, and sales skills all come together. Yet it is also one of the most underused parts of the process.
This call takes place once the client has found a property, the product has been agreed, and you are preparing to submit the full mortgage application. It is where everything gets signed off, including the mortgage product, solicitor details, and protection recommendations.
Handled correctly, this is the most profitable hour in your entire process. Handled poorly, it is where deals fall apart, protection sales vanish, and client confidence fades.
So what are the biggest mistakes mortgage brokers make in submission calls, and how can you fix them?
Why Is Not Having a Submission Call the Biggest Mistake Mortgage Brokers Make?
The biggest mistake I see mortgage advisers make is not having a submission call at all.
It is particularly common among self-employed or one-person brokers who are juggling multiple clients. They might send the details by email, confirm things over WhatsApp, and move straight to submission.
It feels efficient, but it is not.
Skipping the submission call means missing your best opportunity to:
Present the full mortgage and protection package professionally
Build client trust through a structured conversation
Maximise your income through cross-sales such as wills, solicitors, and GI
Reassure clients and secure commitment before submission
Without that conversation, you become a mortgage order taker rather than a trusted adviser.
If you want to learn how to structure your full sales journey from first call to completion, take a look at The New Broker Success Framework, a complete roadmap from passing CeMAP to running a sustainable, high-converting mortgage business.
How Should Mortgage Brokers Prepare for a Submission Call?
The second mistake many brokers make is failing to prepare properly.
A submission call should not be improvised. It is not just a chat about rates. It is the structured conversation where the entire mortgage package is reviewed and agreed.
To prepare effectively, you should have ready:
A completed KFI (Key Facts Illustration)
Accurate protection quotes, including medical loadings where possible
Solicitor and surveyor costs ready to present
The FMA keyed and almost ready to submit
A simple cost summary showing the total monthly mortgage and protection package
The goal is that once the client hangs up, you can confidently say:
“I am submitting this today.”
If you regularly find yourself scrambling during client calls or unsure what to include, check out the FREE 30-Day Mortgage Broker Boost. It includes 30 daily emails and videos with actionable tips to help you streamline your marketing, sales, and submission process.
You can access it here: ashborland.com/30day
What Does “Holding the Frame” Mean in a Submission Call?
One of the most common and costly mistakes mortgage brokers make is losing control of the conversation.
In any meeting, someone holds the frame, meaning they lead the tone, direction, and authority. In your submission call, that person must be you.
If the client takes control, the call becomes reactive. They start steering the conversation, skipping key details, or putting off decisions.
Holding the frame means opening the meeting with authority. You might start with:
“Today’s goal is to confirm your full mortgage package, review the protection options, and agree on everything before we submit.”
That one sentence sets clear expectations and positions you as the professional leading the process.
In my one-to-one coaching sessions, I often help brokers refine how they hold the frame and build confidence under pressure. You can find out more about that here: ashborland.com
Why Should Submission Calls Feel More Structured Than Friendly?
It is easy to fall into the trap of making every client conversation feel relaxed and informal, but the submission call is different.
This call is not about building rapport. It is about finalising decisions. It should feel focused and slightly more formal than your discovery call.
Your clients are about to commit to one of the biggest financial decisions of their lives. They want to feel that you are professional, confident, and in control.
When you structure the call clearly, clients trust you more, objections reduce, and the process feels seamless.
Why Do Mortgage Brokers Lose Protection Sales When Clients Say “I’ll Think About It”?
“I’ll think about it” is one of the most expensive phrases in the mortgage industry.
When a client says this about protection, what they usually mean is:
“I’m not ready to decide right now, and I’ll probably forget about it later.”
If you end the call here, you lose both the protection sale and the opportunity to educate.
Instead, handle it confidently by saying:
“Of course, I completely understand. Can I just ask, is it the cost or the cover you’d like to think about?”
This keeps the conversation open and allows you to handle the real objection directly.
If it is cost, adjust the budget. If it is understanding, re-explain the value. The key is to help the client make an informed decision now, not after the call when their attention has moved on.
If you want to build your confidence in these conversations, download my FREE Guide: Top 5 Mistakes New Brokers Make. It includes a video walkthrough on how to avoid sales pitfalls just like this one.
How Can Mortgage Brokers Improve Protection Sales in Submission Calls?
Protection should always be part of the mortgage package, not treated as an optional add-on.
Here is how to improve protection uptake:
Introduce protection early. Mention it during the discovery call so it feels like a natural part of the process.
Include protection in the total cost presentation. Do not separate it; it is part of their monthly financial plan.
Use examples. Share stories of real clients who benefitted from their cover.
Offer three clear options:
Full protection plan (life, critical illness, income protection)
Essential cover only
Minimum cover
Then ask:
“Which option do you feel most comfortable starting with today?”
That question drives ownership, not hesitation.
If you want a proven framework to improve your sales process, my Mortgage Business Mastery System is designed specifically for mortgage brokers who want to increase protection conversions without being pushy. Learn more about it here: ashborland.com
How Should Mortgage Brokers Structure the Perfect Submission Call?
A well-structured submission call keeps you in control, builds trust, and converts more consistently.
Here is a proven five-step framework.
Step 1: Set the Agenda
Explain what will happen in the call and what you will decide together.
This sets expectations and authority from the start.
Step 2: Review Mortgage Details
Confirm all the mortgage facts, including lender, product, term, and repayments, to ensure there are no surprises later.
Step 3: Present the Full Mortgage Package
Show the total cost including the mortgage, protection, and professional fees.
Clients love clarity, and this is your chance to reinforce value.
Step 4: Discuss and Agree on Protection
Handle any questions or hesitations immediately.
Guide clients towards one of the options you have prepared.
Step 5: Confirm Submission and Next Steps
End with confidence.
“We are all agreed, so I will submit this today and update you as soon as the lender acknowledges receipt.”
This structure is simple, repeatable, and easy to integrate into your workflow.
If you want to see exactly how this fits into the full mortgage sales process, the New Broker Success Framework course walks you through every stage, from first lead to repeat client.
You can enrol here: ashborland.com/playbook
How Can Mortgage Brokers Build Confidence in Submission Calls?
Confidence in your submission calls comes from preparation, not personality.
When you know exactly what to say, what to show, and when to ask for agreement, you project calm authority, and clients respond to that energy.
That is why I created the Mortgage Business Mastery System, which gives mortgage advisers structure, scripts, and frameworks to systemise every part of their business.
If you would like help implementing it, you can find out more about my 1:1 coaching here: ashborland.com
What Should You Do If You Recognise These Submission Call Mistakes?
If you have realised you are making some of these mistakes, do not worry. Almost every broker starts there.
The goal is to improve one step at a time:
Schedule a dedicated submission call for every client.
Prepare everything before the call begins.
Take control of the meeting confidently.
Never let a client end with “I’ll think about it.”
Present protection as part of the mortgage, not as an optional extra.
Small refinements like these can double your conversion rates and make your process feel smoother and more professional overnight.
Resources for Mortgage Brokers
If you are ready to refine your sales process, improve client conversations, and scale your mortgage business, here are some resources that will help:
FREE Guide: Top 5 Mistakes New Brokers Make
The most common errors advisers face after CeMAP and how to avoid them.
The FREE 30-Day Mortgage Broker Boost
30 emails and videos with quick wins to grow your mortgage business.
Get it here: ashborland.com/30day
The New Broker Success Framework (Course)
A complete roadmap from passing CeMAP to building a sustainable career as a mortgage adviser.
Enrol here: ashborland.com/playbook
Work With Me (1:1 Coaching)
Scale, streamline, and grow your mortgage business with the Mortgage Business Mastery System.
Find out more: ashborland.com
Want to Get CeMAP Qualified?
I recommend Future in Finance. Use code ASH50 for £50 off any course.
Start here: futureinfinance.co.uk/elearning
Got a Quick Question?
Message me directly on Instagram: instagram.com/ashborland
