Frequently Asked Questions

You can view and download many of your mortgage-related documents, such as your escrow statement, through your online account. Sign in to your online account and click Account Details to access your dashboard. Hover over Mortgage Assistance, and select the Available Documents tab. From the list displayed, click on the document of your choice to open, read, download, or print. You can also use the drop-down menu to find other document types.

It’s easy to register your online account. Enter your information, agree to terms, and click on Create Account. Then follow the on-screen prompts and instructions. For more help, use our step-by-step guide.

An escrow account is a type of savings (or “holding”) account that we manage for you. We deposit part of every mortgage payment you make into your escrow account. We do that to cover the estimated cost of your property taxes, hazard, wind, and flood insurance, and private mortgage insurance (PMI). When you have an escrow account, we pay those bills for you out of the funds in your account. For more information, visit our Escrow Hub.

You can find our current fees in our Fee Hub.

Sign in to your online account and click Account Details to access your dashboard. Hover over Escrow and choose Escrow Disbursements. There, you will see a history of tax and insurance payments we have on your behalf.   

When you fall behind in your mortgage payments, you stand to lose a lot, including your home and your good credit. To help you minimize (or “mitigate”) your losses and avoid foreclosure, we reach out to you with our “loss mitigation” process. 

As part of our evaluation (also called a "workout"), we’ll explore foreclosure alternatives. We’ll discuss options to help you avoid foreclosure.

To learn more about your loss-mitigation options, Sign in to your online account and click Account Details to access to your dashboard. Then, click on Mortgage Assistance. You may be eligible for an instant approval for a decision through this application.

To learn more about Loss Mitigation and how it can help you, read our article.

After your mortgage loan is originated, your account must be managed (or “serviced”) throughout the life of your loan. As your mortgage servicer, we perform several business functions on behalf of our clients (the companies that own the mortgages we service). Those functions include but not limited to:

• Collecting mortgage payments and paying homeowners’ insurance and property tax bills until the mortgage is paid off.
• Calculating the interest rates on variable-rate loans.
• Working closely with homeowners in default to try to develop a workable payment plan so they can avoid foreclosure.
• Foreclosing on defaulted properties—but only when it’s absolutely necessary on seriously defaulted loans.
• Maintaining, refurbishing, and selling vacant properties.

Use Caution When Returning Home

• Only return home when local authorities declare it safe. Flooding can still pose risks, and roads or bridges may be damaged or blocked. In most locations, you can call 511 (toll-free) for road conditions.
• Inform friends and family that you’re safe. If they’re worried, reach out to reassure them or register on the American Red Cross’ Safe and Well website.
• Avoid driving or walking through floodwaters. Floodwaters can be deceptive in-depth and may be electrically charged, concealing sharp objects and other hazards. Just six inches of moving water can knock you down.

Assess Any Damage to Your Home

• Document any damage immediately with photos and videos. This will assist in filing a claim.
• Make only safe, temporary repairs to prevent further damage. Do not undertake permanent repairs until your insurance adjuster has assessed the situation. Only make small repairs such as covering broken windows.
• Be cautious of unlicensed contractors. Before hiring anyone, ensure your insurance claim is filed, and check contractor reviews on sites like Yelp® or the Better Business Bureau®. Never pay for work upfront.

Find Temporary Housing if Needed

• If your home is uninhabitable, your homeowner’s insurance may cover temporary lodging. Check your policy or consult your agent for details. For rental options, visit FEMA’s Interim Housing Resources. For emergency shelter, text SHELTER and your ZIP code to 43362 (e.g., SHELTER01234).

Contact Us

• If you can’t make your mortgage payment due to damage, or need assistance with homeowner’s insurance, call us at 866-317-2347 (select option 6 for insurance help).
• If you have already filed a claim with your insurance company, please register on our insurance portal to upload documents and monitor your claim status. 
• To apply for federal disaster relief, contact the FEMA Helpline at 800-621-3362 (TTY: 800-462-7585) or visit DisasterAssistance.gov for eligibility information.
• For detailed instructions on filing a FEMA disaster claim, visit https://www.fema.gov/blog/filing-flood-insurance-claim.

Be Patient

Recovery takes time. Federal assessment teams will be evaluating affected areas, and utility crews will be working to restore services. Insurance adjusters will also be processing claims, prioritizing extreme hardship cases first. Your patience is appreciated during this challenging time.

For more information on resources during a disaster, visit our Disaster Relief page.

Mortgage servicing transfers are driven by business and operational decisions between lenders. This is a common practice in the mortgage industry and isn’t reflective of your value as a customer. We understand that your homeownership journey doesn’t end at the closing table, which is why we choose to invest in homeowners like you. We’re thrilled you’re joining us and are committed to supporting you at every step.  

Your mortgage payment is made up of several parts:

• Principal. The amount you borrowed to buy your property. This part of your payment goes to pay down your loan balance (how much of the principal you owe to your lender).
• Interest. The percentage of the principal amount that you pay over the life of the loan to your lender. It’s the fee your lender charges for lending you money.
• Tax. The property tax you pay to your local government. If your mortgage has an escrow account, your mortgage payment includes a portion of the total tax amount you’ll owe when your next tax bill comes due. If you have an escrow account, we pay your tax bill for you. If not, we don’t include property tax in your mortgage payment, and you pay it yourself.
• Insurance. Your homeowner’s (or “hazard”) insurance. It’s an insurance policy you pay for that protects your home and its contents from fire, theft, liability, and other losses. If your mortgage has an escrow account, your mortgage payment includes a portion of the insurance premium you’ll owe when your next tax bill comes due. If your mortgage has an escrow account, we pay your insurance bill for you. If not, we don’t include insurance costs in your mortgage payment, and you pay them yourself.
• Other fees. Depending on your local and state laws, your payment could include other fees or costs, such as homeowners association (HOA) dues, water/sewer assessment fees, and others.

For any additional information on payments, visit our Payment Hub.

To see the exact makeup of your mortgage payment, sign in to your online account and click on Account Details to access your dashboard. Then click on Loan Details.

For a detailed explanation of your mortgage payment, refer to this article.

To learn more about how your escrow account works, read this helpful article.

PMI is an insurance policy that protects your lender from financial loss if you stop making your mortgage payments. Note: PMI insures only your lender against loss; it does not make mortgage payments for you if you’re injured or unemployed. To learn more, review our helpful article, “What is PMI?"