Home Loan Servicing Home Loan Servicing
Disaster Relief

Homeowners Affected by Disasters

The Federal National Mortgage Association (Fannie Mae) defines a disaster as an earthquake, flood, hurricane, or other catastrophe caused by a person or event beyond the borrower's control. The following information may be helpful in the case of a natural disaster in your area.

If your property has been affected by a federally-declared natural disaster, we encourage you to contact your homeowner’s insurance company right away. Once you have filed a claim and have received your claim documentation, please contact NGLS Insurance Services, Inc. (NatGen) at 866.454.8426 to initiate next steps. Seterus uses NatGen to assist homeowners in the event of loss or damage to property securing the loans that we service. Click here for information on the claims process.

If you are having trouble paying your mortgage as a result of a natural disaster, contact us at 866.570.5277. Homeowners who are experiencing difficulty paying their mortgage may qualify for a variety of options including reduced or no payment programs.

When you call, we will ask you questions to determine the extent of your damages, the effect on your income, and your intent with the property. We may:
  • request additional information, such as insurance claim number, property inspection results, or recent income documentation;
  • determine whether the property is adequately insured against the damage;
  • counsel you on the availability of appropriate relief provisions;
  • waive any late payment charges that result from the disaster's impact; and
  • ensure that insurance claims are filed and settled promptly and that properties are fully repaired.

In the meantime, please continue making your mortgage payments.

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