Disaster Response Resources
Has a disaster impacted your home? Get relief
Support homeowners after a disaster
As a mortgage lender or servicer, you play a critical role in helping borrowers manage the financial impact of disasters like hurricanes, wildfires, floods, or earthquakes.
These events are happening more often — and with greater intensity. We’re here to support you with the tools and flexibility you need to assist homeowners quickly and effectively.
We can support you in offering your homeowners assistance with:
- Temporary payment relief
- Loan modification options
- Access to HUD-approved housing counselors through our HERE2HELP disaster recovery counseling program
Together, we can help communities recover and rebuild.
What to do when a disaster strikes
When a disaster impacts a community, we rely on our lender and servicer partners to take timely action in line with Fannie Mae’s policies.
This starts with following the Single-Family Selling and Servicing Guides, which include:
- Assessing property damage
- Supporting impacted homeowners
- Communicating any operational challenges you’re facing
Our Fannie Mae account teams are also here to help. We’ll work closely with you to understand any physical or operational challenges your business is facing, especially when it comes to servicing Fannie Mae-owned or -guaranteed loans.
Stay alert for Fannie Mae announcements
A disaster can affect homeowners’ ability to make their mortgage payments. In these situations, Fannie Mae may issue updates to help guide your response.
Our announcements provide important updates and temporary relief policies to help you best respond to homeowners’ needs.
Announcements may include:
- Press releases
- Guide Announcements
- Lender Letters
- Temporary relief policies
For the latest updates and resources, visit our Disaster Resiliency and Response page.
Where to find policy guidance
If you're working with a mortgage loan that hasn’t yet been acquired by Fannie Mae, refer to the Selling Guide for policies related to properties affected by a disaster.
For loans you’re already servicing, the Servicing Guide outlines the steps and options available to support impacted homeowners.
For additional guidance, the Lender/Servicer FAQs offer detailed answers to common disaster-related policy questions and can help clarify key procedures.
Where to find disaster information in the Selling Guide
Our selling policy covering disasters can be found in the Selling Guide under the following topics:
- B2-3-05 – Properties Affected by a Disaster
- B3-4.3-07 – Disaster Relief Grants or Loans
- B4-1.4-10 – Value Acceptance
- B5-4.2-02 – Disaster-Related Limited Cash-Out Refinance Flexibilities
Where to find disaster information in the Servicing Guide
Our servicing policies covering disasters can be found in the Servicing Guide under the following topics:
- B-5-01 – Insured Loss Events
- B-5-02 – Uninsured Loss Events
- D1-3-01– Evaluating the Impact of a Disaster Event and Assisting a Borrower
- D2-2-05 – Receiving a Borrower Response Package
- D2-3.2-01 – Forbearance Plan
- D2-3.2-06 – Disaster Payment Deferral
- D2-3.2-07 – Fannie Mae Flex Modification
- F-1-21 – Reporting a Delinquent Mortgage Loan via Fannie Mae's Servicing Solutions System
- F-1-27 – Processing a Fannie Mae Flex Modification
- Property Preservation Matrix and Reference Guide
Servicer support
If you have questions about servicing loans in areas affected by a disaster, we’re here to help.
Call the Single-Family Servicer Support Center at 1-800-2FANNIE (1-800-232-6643), option 1, then 3.
Or reach out directly to your Fannie Mae servicing representative.
This support is specifically for servicers managing disaster-related scenarios.
Support homeowners with Here2Help disaster resources
About HERE2HELP
Sometimes, homeowners need more than just mortgage help to recover after a disaster. Through Fannie Mae’s 855-HERE2HELP line, homeowners can connect with HUD-approved housing counselors who can guide them through tough recovery steps like:
- Filing FEMA claims
- Navigating insurance paperwork
- Applying for SBA disaster loans
How to refer homeowners
As a lender or servicer, you can refer impacted Fannie Mae homeowners to HERE2HELP in two easy ways:
- Have them call 1-855-HERE2HELP (855-437-3243) to speak with a counselor.
- Direct them to fanniemae.com/HERE2HELP to request an appointment or start an online session.
Encouraging homeowners to use HERE2HELP can make a big difference in their recovery journey.
Additional Resources
Frequently Asked Questions
Sample Scripts to Contact Borrowers*
- Script for homeowners impacted by a disaster
- Forbearance Script For servicers to use with homeowners
- Servicer Script for homeowners with a resolved hardship
*Fannie Mae Connect credentials are needed to access the scripts.
