Short answer
A Canadian mortgage file starts with five things the Financial Consumer Agency of Canada lists for pre-approval: identification, proof of employment, proof of the down payment and closing costs, information about other assets, and information about debts. The chasing is the part that eats a broker’s week, and it is the part that can be automated: send the right checklist for the file type, track what came in, and follow up on what’s missing until the file is complete. Two things should not be automated away. Since October 11, 2024, mortgage brokers are FINTRAC reporting entities and must verify client identity for certain activities and transactions; and the advice on which mortgage to take stays with the licensed broker. Below: the checklist by borrower type, a follow-up sequence, the deadlines that matter (rate holds and renewals), the rules for reminders, and what to automate.
The short answer: the five things every file needs
Lenders set their own document requirements, so your checklist will vary by lender and product. The baseline, as the Financial Consumer Agency of Canada (FCAC) describes it for pre-approval, is the same: a lender or broker looks at assets, income and debts, and asks for the documents that prove them.
| What the lender looks at | What to ask the client for | Notes |
|---|---|---|
| Identity | Identification | Identity verification for FINTRAC stays with the broker (see below) |
| Income (employee) | A proof of current salary or hourly rate, such as a recent pay stub; position and length of time with the employer | From the FCAC list for proof of employment |
| Income (self-employed) | Notices of assessment from the Canada Revenue Agency for the past 2 years | From the FCAC list; lenders may ask for more |
| Down payment and closing costs | Proof the client can pay them, such as recent bank or investment statements | FCAC: statements help determine whether the client has the down payment |
| Other assets | Information about a car, cottage, boat or other assets | |
| Debts and obligations | Monthly payments for credit cards, child or spousal support, car loans, lines of credit, student loans and other debts |
Financial Consumer Agency of Canada, “Getting preapproved for a mortgage” (page dated 2025-10-15), checked on October 2, 2026. Your lenders’ own lists take precedence.
A follow-up sequence for missing documents
Most files stall on one or two missing documents, not on the whole list. A good sequence sends the full checklist once, then follows up only on what is missing, with a clear reason and an easy way to send it. It stops as soon as the document arrives.
- Day 0: the checklist for this file type goes out by email and text, with how to send each document and who to call with questions.
- Day 2: a short reminder listing only what is still missing.
- Day 4: a reminder that names the deadline it affects, such as the rate hold or the closing date.
- Day 6: a handoff to the broker, who calls the client; some documents are simply hard to get.
- As soon as a document arrives: it is ticked off and the next reminder lists only what remains.
- When the file is complete: the broker gets a summary and the file is ready to review.
The deadlines that set the pace
Two dates drive urgency in a mortgage file, and both are worth putting in your follow-ups. The first is the rate hold: the FCAC explains that a pre-approval may lock an interest rate for 60 to 130 days depending on the lender, and that it doesn’t guarantee approval. Missing documents near the end of a rate hold are worth a phone call, not another text.
The second is renewal. If the mortgage is with a federally regulated financial institution such as a bank, the lender must send a renewal statement at least 21 days before the end of the term, and must also give 21 days’ notice if it won’t renew. The FCAC advises borrowers to start shopping around a few months before the end of the term rather than waiting for the renewal letter. A broker who reminds past clients a few months ahead is acting on that advice.
| Deadline | Official rule or guidance | What to do |
|---|---|---|
| Pre-approval rate hold | May lock a rate for 60 to 130 days, depending on the lender (FCAC) | Track the expiry; escalate missing documents as it approaches |
| Renewal statement (federally regulated lender) | At least 21 days before the end of the term (FCAC) | Contact past clients well before the statement arrives |
| Shopping for a renewal | Start a few months before the end of the term (FCAC) | Renewal reminder a few months ahead, with a call booked with the broker |
FINTRAC: identity verification stays with the broker
Since October 11, 2024, mortgage administrators, mortgage brokers and mortgage lenders must meet obligations under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act. FINTRAC lists three: verify the identity of persons and entities for certain activities and transactions, implement a compliance program, and keep certain records, including client identification records.
An automated follow-up can ask for ID documents and remind the client what to bring. The verification itself, using the methods FINTRAC accepts, and the record-keeping belong to the broker and the brokerage. Don’t let a document-collection tool give the impression that the client has been verified.
Reminders by text and email: CASL
A message that invites someone to renew, refinance or book a mortgage review is a commercial electronic message under Canada’s Anti-Spam Legislation. It needs the recipient’s express or implied consent, and each message must identify the sender and include an unsubscribe mechanism (section 6). Two exceptions matter for brokers: a message that solely provides a quote the person asked for, or that solely facilitates or completes a transaction the person already agreed to enter into, doesn’t need consent (section 6(6)), though it still has to identify you and include an unsubscribe mechanism. A reminder about a document for a file the client opened can fit there; a renewal pitch to a past client is a commercial message that needs consent.
Implied consent depends on the relationship (section 10). A written contract that is in force, or expired within the last two years, is an existing business relationship. A purchase of your services gives two years. An inquiry or application without a deal gives six months. After that, you need express consent.
In Québec: the broker’s duties under the LDPSF
In Québec, mortgage brokers hold a certificate from the Autorité des marchés financiers under the Act respecting the distribution of financial products and services, and no person may act as or purport to be a representative without one (s. 12). The Act sets duties that a document tool doesn’t replace: inquire into the client’s situation and advise them appropriately (s. 58.1), describe the loan offered and its conditions before the client signs (s. 58.2), disclose the names of lenders with whom their clients have entered into loans (s. 58.3), and disclose any business relationship with the lender (s. 58.4).
The AMF also reminds consumers that a mortgage broker, when introducing themselves, must give their contact information and say whether they act on their own behalf or name the firm they act for. An assistant that answers for the brokerage should name the brokerage, and never present itself as the broker.
What to automate, and what to keep
| Task | Automate? | Why |
|---|---|---|
| Sending the checklist for the file type | Yes | Same list every time, by lender and product |
| Tracking received and missing documents | Yes | Mechanical, and easy to forget across many files |
| Following up on missing documents | Yes | Short, specific reminders until the file is complete |
| Rate-hold and renewal reminders | Yes, with consent | Dates are known in advance |
| Summary of the file for the broker | Yes | The broker starts from a complete file |
| Identity verification and records | No | FINTRAC obligation of the broker |
| Choosing the lender and the product, advice | No | Licensed work; the broker stays responsible |
| Confirming a rate or a loan | No | Commits the brokerage and the lender |
Ben, ZeniTech’s AI agent for insurance and mortgage brokers
Ben is ZeniTech’s AI agent for insurance and mortgage brokerages. For mortgage files, it sends the document checklist, tracks it and follows up on what’s missing until the file is complete, then hands the broker a clean file with a summary. It reminds clients of upcoming deadlines and renewals ahead of time, and answers by phone, text, email and on your website.
It never gives financial, insurance or mortgage advice, never binds coverage and never confirms a loan. It applies your regulatory obligations and privacy rules as you define them, answers from your documents and rules, and every conversation can be reviewed.
| Ben | Detail |
|---|---|
| Time to go live | 1 to 2 weeks; 3 to 4 weeks when connected to your CRM, calendar and automated follow-ups |
Timeline as published on zenitech.dev/en/ai-agents/insurance-mortgage-brokers. Prices are published on zenitech.dev/en/pricing.
Frequently asked questions
What documents do you need for a mortgage pre-approval in Canada?
The Financial Consumer Agency of Canada lists identification, proof of employment, proof you can pay the down payment and closing costs, information about other assets, and information about debts. For proof of employment, that can mean a recent pay stub and your position and time with the employer, or notices of assessment for the past two years if you are self-employed. Lenders may ask for more.
What documents does a self-employed borrower need?
The FCAC mentions notices of assessment from the Canada Revenue Agency for the past two years for self-employed borrowers, on top of identification, down payment proof, assets and debts. Lenders often ask for more for self-employed income, so check each lender’s list and send the client one checklist that covers it.
How do mortgage brokers chase missing documents without annoying clients?
Send the full checklist once, then follow up only on what is still missing, every couple of days, with the reason and the deadline it affects. Stop as soon as the document arrives, and hand the file to the broker for a call after two or three reminders. Clients respond better to “one document left” than to the whole list again.
Can an AI agent verify a client’s identity for FINTRAC?
No. Since October 11, 2024, mortgage brokers must verify client identity for certain activities and transactions, keep records and run a compliance program. An AI agent can ask for ID documents and remind the client what to bring, but the verification, using FINTRAC’s accepted methods, and the record-keeping stay with the broker and the brokerage.
How long does a mortgage pre-approval rate hold last?
The Financial Consumer Agency of Canada says a pre-approval may lock an interest rate for 60 to 130 days, depending on the lender, and that a pre-approval doesn’t guarantee the mortgage. Track each client’s expiry date and escalate missing documents as it approaches.
When should a broker contact clients about their mortgage renewal?
A few months before the end of the term. Federally regulated lenders must send a renewal statement at least 21 days before the term ends, but the FCAC advises borrowers to start shopping around a few months before, and not to wait for the renewal letter. In Canada, a renewal reminder is commercial, so it needs consent under CASL.
Can I send mortgage renewal reminders by text?
Yes, with consent. Under CASL, a written contract in force or expired within the last two years is an existing business relationship and gives implied consent; an inquiry without a deal gives six months. Each message must identify you and include an unsubscribe mechanism. For older clients, ask for express consent.
How much does an AI agent for mortgage brokers cost?
At ZeniTech, Ben is billed as a one-time setup, then a monthly plan with reasonable usage included; the full price list is on zenitech.dev/en/pricing. It is live in 1 to 2 weeks, or 3 to 4 weeks when connected to your CRM, calendar and automated follow-ups.
Related
Free consultation
Get a fixed price for your project in 30 minutes.
We look at what the project has to achieve, tell you what it costs, and tell you when you do not need it.
Book a call →+1 581-748-7017Sources
- Financial Consumer Agency of Canada: Getting preapproved for a mortgage
- Financial Consumer Agency of Canada: Renewing your mortgage
- FINTRAC: Mortgage administrators, brokers and lenders (effective October 11, 2024)
- Canada’s Anti-Spam Legislation, section 6 (Justice Laws Website)
- Canada’s Anti-Spam Legislation, section 10: implied consent and existing business relationship
- Québec Act respecting the distribution of financial products and services (CQLR, c. D-9.2)
- AMF: Residential mortgage broker