Driving compliant, scalable equity-release advice at Compare Retirement
How a 7-day phone-advice team achieved 100% oversight, faster QA, and stronger MI with COSA AI.
Complete Oversight Without Slowing Operations
Compare Retirement wanted full oversight of every client conversation without slowing down operations. COSA AI delivered real-time transcription, automated scoring, and audit-ready trails, enabling minutes-not-hours QA on priority flags, stronger Consumer Duty evidence, and adviser coaching grounded in verbatim client language.
The Challenge
Manual QA couldn't keep up with phone-advice volumes: listening end-to-end, taking notes, and relying on memory was slow, inconsistent, and risked missing red flags, so only a fraction of calls were reviewed.
Under Consumer Duty, leadership needed scalable oversight, faster reviews, and data-driven evidence.
of calls manually reviewed
spent on each QA review
quality across reviewers
The Solution — COSA AI Compliance Automation
COSA AI operationalised oversight with:
100% Live Transcription
Real-time transcription of all calls and meetings
Automatic Scoring & Flagging
Searchable, timestamped extracts for rapid review
Audit-Ready QA Summaries
Generated within minutes to support MI and regulatory engagement
Adviser Coaching
Focused topic timelines and verbatim phrase analysis
Document Cross-Checks
Align calls with suitability reports and product illustrations
Consumer Duty Monitoring
Vulnerability cues and lack of understanding detection
Client Engagement Modules
AI SMS chatbots + human-avatar video tools
35% More Interactions
Proven engagement boost with AI-powered tools
Why this matters for the FCA's Consumer Duty: Firms must assess, test, understand, and evidence outcomes; COSA AI helps demonstrate "reasonable steps" with MI and audit trails.
Implementation
Onboarding was fast and collaborative. Compare Retirement uploaded historic call recordings and documents; teams adopted intuitive dashboards to navigate flags, thematic maps, and transcripts; COSA AI ran enablement sessions and iterated QA criteria with compliance leads.
Results & Benefits
Measurable outcomes and strategic advantages delivered by COSA AI
QA in Minutes
Not hours on flagged calls—freeing compliance time for higher-value work
Scalable Oversight
Across 100% of interactions, well beyond manual sampling
Audit-Ready Documentation
Evidencing proactive vulnerability identification and MI
Targeted Coaching
Driven by real conversations and outcome trends
With COSA AI, we see the right calls first, evidence Consumer Duty effortlessly, and coach advisers with precision—without slowing the team.
Dennis Kreijns
Director & Senior Equity Release Adviser
Compare Retirement
About Compare Retirement
Compare Retirement provides expert equity-release advice by phone, 7 days a week, serving customers nationwide. Visit their website
About COSA AI
COSA AI transforms QA from manual sampling into continuous, automated oversight with fast summaries, risk flags, and audit packs that reduce regulatory risk and improve productivity.
See COSA AI in Action
Discover how COSA AI can transform your compliance monitoring and QA processes.
Frequently Asked Questions
How does COSA AI evidence Consumer Duty?
By delivering automated call scoring, vulnerability cues, and audit packs tied to each interaction—providing MI and demonstrating 'reasonable steps' to monitor outcomes (PRIN 2A / FG22/5).
Will it slow advisers down?
No. Compliance focuses on flagged segments, so QA is done in minutes, not hours—and coaching points are generated automatically.
Can you review 100% of calls?
Yes—every interaction is transcribed, scored, and searchable with timestamped flags for rapid review.
What about data privacy?
COSA AI supports redaction, configurable retention, and access controls so firms can protect PII and evidence who accessed what, when.
Does this work outside equity release?
Yes—COSA AI is built for regulated, telephone-based advice models (insurance, wealth, etc.) while retaining sector-specific QA frameworks.
Risk & Legal Disclaimer
Equity release may reduce the value of your estate and can affect eligibility for means-tested benefits. Interest typically rolls up and the loan is repaid when you die or enter long-term care.
Case study published with client permission; outcomes vary by firm.
Consumer Duty context: firms must evidence outcomes and customer support (PRIN 2A / FG22/5). Learn more at FCA.org.uk.