Frequently Asked Questions

Disaster Forbearance Information

Our mortgage team is experienced in helping people through tough times. If your property or place of employment have been affected due to a natural disaster, please contact us as soon as you and your family are safe and settled. The recovery process is not complex, and a short and simple call will get you on your way. Email* or call 800-272-9933 (8 a.m. to 5 p.m. PT weekdays) and ask for the Mortgage Help team, extension 75033.

Many insurance policies cover smoke damage and Loss of Use to help with living expenses if you are displaced from your home. Additionally, landlords may have Loss of Rents coverage included with their policy. Check with your insurance company to fully use your policy’s coverage. 

About our Disaster Forbearance Plan

Our Disaster Forbearance Plan helps eligible borrowers work through a temporary, unresolved disaster-related hardship by providing a period of reduced or suspended mortgage payments.  You should continue making your mortgage payments, if able. However, if a natural disaster has caused financial difficulties that will prevent you from paying your regular mortgage, you can apply for our Disaster Forbearance Plan with benefits, such as: 

Suspended or reduced mortgage payments for a period of time.
No late fees, penalties or additional interest will be added to the account during the forbearance period.
We will not report delinquency status or entry into a forbearance plan to credit reporting agencies during the term of the forbearance plan.

Are disaster forbearance options available to anyone with a mortgage? 

Borrowers who can make their payments should continue to do so. Disaster forbearance options are limited to eligible borrowers who have experienced a financial hardship, caused by an eligible disaster that has impacted their ability to make their monthly mortgage payment.

What if I need to change my disaster forbearance plan? 

If necessary, you may be able to extend or change your current disaster forbearance plan. Please contact us to discuss your options; we are here to help.

What happens after the disaster forbearance ends? 

We will reach out to you during the last month of your forbearance plan to discuss your repayment options. This forbearance plan does not forgive or waive payments. After the forbearance period is over, the unpaid payments will need to be repaid. Be assured that we will work with you to find an affordable payment solution. 

Do I still need to pay property taxes and insurance while on a disaster forbearance plan? 

If your account is escrowed for taxes and insurance, we will continue to pay them while you are on a forbearance plan. If you pay your own taxes and insurance, you must continue making those payments. 

Why did I receive a past-due notice about my mortgage? 

Normal notices and billing statements may continue to reflect the past due status of the loan as well as the total amount owed. Just follow the plan as agreed and documented in the forbearance plan confirmation letter. As a reminder, no late fees, penalties or additional interest will be added to the account and you will not have any negative credit reporting during this forbearance period. 

Will my loan get referred to foreclosure while I’m on a disaster forbearance plan? 

No. Once you accept the forbearance plan, your loan will be protected from any foreclosure action.  

I’m currently going through a refinance. If I enter into the Disaster Forbearance Plan, will it affect my ability to close my loan?

Possibly. While your forbearance is active, you are unlikely to qualify for a refinance on your home loan.

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