Property Damage
& Payment Assistance

At PennyMac, our first concern is that families are safe when there is a disaster. Whether the storm caused damage to your home or your place of employment we know this may be a difficult time. We understand how important your home is to you and your family and want to remove some of the worry during this time. Here are some steps you can take to quickly understand what declaration type you are in and what assistance is available:

  1. Confirm if you are in a FEMA declared disaster area for individual assistance. You can do this online at www.DisasterAssistance.gov or you can call (800) 621-FEMA (3362). Not sure the difference between individual assistance and public assistance? Go to www.fema.gov/disaster-declaration-process.
  2. The information you receive from FEMA will determine what type of short term relief PennyMac can provide to you.
  3. If FEMA doesn't show your zip code, please continue to check their site for updates.

Payment Assistance

If you anticipate any difficulty in making your payment from a disaster or related property damage, we are here to help review all options available to you. Please call our Customer Service team at (800) 777-4001 to speak to a Customer Service Representative. Our office hours are Monday - Friday, 6am-6pm and Saturday, 7am-11am Pacific Time.

Disaster Forbearance Plans

One option that might be available to you is a Disaster Forbearance Plan. The Disaster Forbearance Plan provides short-term relief that allows you to stop making mortgage payments for up to three months following the date of the disaster to allow you to focus on more pressing concerns. There is no negative credit reporting during the Plan period and no late fees are charged. Those payments will need to be made after the Plan expires, but we provide assistance for those customers who need additional help bringing their account current. You will not be required to pay a lump sum for these payments.

While you are on the Disaster Forbearance Plan, we need you to check in with us each month to see if your circumstances have changed. As you near the end of the forbearance period, we will work with you to determine the best program to help you repay the amounts not paid during the forbearance period. Based on your circumstances, you can repay these amounts through one of the following programs:

  • Repayment plan, in which an additional amount is added to your normal monthly payments to help you repay those amounts over a set period of time;
  • Streamlined modification, where the terms of your loan may be permanently modified to help bring your loan current and provide more affordable payments without the need for financial documentation; or
  • Other modification programs that depend on your individual circumstances.

In addition, for those who were significantly affected and require more long-term assistance, the Forbearance Plan period may be extended beyond the initial three-month period.

Update Your Contact Information and Access Account Information

If you have been temporarily relocated or there are postal delays in your community, please take advantage of our website. Our website is available 24/7, from your phone, tablet or PC at www.PennyMacUSA.com, where you can access your account information, update your contact information, view your statements and make a payment. To make the registration process easier, please have the following information available:

  • Your PennyMac Loan Number
  • Access to your email account
  • Access to your mobile device

Steps To Take For Property Damage

  1. Contact your homeowner's and/or flood insurance provider. Report the damage, determine your coverage and file a claim. If you have flood damage and have flood insurance, you'll need to call that insurance provider too. You can visit the FEMA website for help on How to Fill Out Your Flood Claim.
  2. Register for Disaster Assistance. Visit www.DisasterAssistance.gov or call the registration phone number at (800) 621-FEMA (3362). Coverage may vary in your insurance policies and there may be resources available to you that are not covered under your insurance.
  3. If your damage is covered, your insurance provider will assign you an adjuster. The adjuster will come to your home to assess the property damage. While you work directly with your insurance provider, our Insurance Department is here to help answer any questions you have about the loss draft process. Just call us at (866) 314-0498. Our office hours are Monday - Friday, 6am-6pm and Saturday, 7am-11am Pacific Time.
  4. If your damage is covered, your insurance company will send a loss draft check (or claim check) to you. This check will typically need to be endorsed by both you and PennyMac, your home loan company.
  5. Here is the required documentation needed in order to expedite the processing of your claim with us. For more information on the process:
    • Endorsed Insurance Claim Check
    • Insurance Company Adjuster's Worksheet
    • Signed Contract/Proposal with your contractor
    • Contractor's Waiver of Lien
    • Contractor's Internal Revenue W-9
    • Copy of the Contractor's License

Note: When you receive an insurance claim check, please call our Insurance Department at (866) 314-0498 for assistance. Our office hours are Monday - Friday, 6am-6pm and Saturday, 7am-11am Pacific Time.

Impacted by Hurricane Florence

On Site Claim Check Endorsements

October 8 – October 27

This event is to help customers who need their claim checks endorsed or have questions about the insurance claim process. It’s recommended that customers contact our Insurance Department at (866) 314-0498 to make an appointment before attending this event.

Springhill Suites Wilmington Mayfair
1014 Ashes Drive
Wilmington, NC 28405
Monday-Friday, 8:00am-6:00pm ET
Saturday, 8:00am-1:00pm ET

Additional Helpful Resources

If you need additional assistance, here are some helpful resources: