Frequently Asked Questions (FAQ) - PHH Mortgage - my mortgage questions phh

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Frequently Asked Questions (FAQ)
Q: Who do I contact in order to file an insurance claim, as my property has been damaged?
A: You must contact your insurance carrier's claims department in order to file the claim. If you require
guidance or assistance in filing the hazard insurance claim, you may also contact PHH's Insurance Loss
Draft Department at (888) 882-1815, Monday - Friday 8:00 a.m. - 9:00 p.m. ET and Saturday 8:00 a.m. -
5:00p.m. ET.
Q: I just received an insurance claim check made payable to both myself and PHH. What do I do?
A: If the hazard insurance claim check is under $10,000.00 and your loan is in a current status, PHH will
simply endorse the check upon receipt and return it to your attention so you can make the necessary
repairs to the property. If the hazard insurance claim check is over $10,000.00 and/or the loan status is
delinquent, we will monitor the repair process and the endorsed check will need to be sent to the
Insurance Loss Draft Department along with the following documents so we can assist in monitoring the
repairs:
? Signed Contractor's Proposal and W-9 Form
? Contractor's Conditional Waiver of Lien
? Insurance Adjuster's Report
? Endorsed Claim Check
Without these documents we will be unable to process the hazard insurance claim check and assist in
monitoring the repairs to your property. PHH understands that this can be a very difficult time for you,
as such, we have a toll-free number set up to assist you with this process. Please contact PHH's
Insurance Loss Draft Department at (888) 882-1815, Monday - Friday 8:00 a.m. - 9:00 p.m. ET and
Saturday 8:00 a.m. - 5:00 p.m. ET.
Additional Insurance Department Contact information
Regular Mail Address:
PHH Mortgage Services
Attn: Loss Draft
PO Box 7459
Springfield, OH 45501
Overnight Mail Address:
PHH Mortgage Services
Attn: Loss Draft Department
One Assurant Way
Springfield, OH 44505
Fax Number: 937-525-8923
PHH Mortgage Corporation, NMLS ID #2726
Q: Am I required to have homeowner's (hazard or property) insurance?
A: Yes. If you have a home loan, you must have adequate insurance to cover the structure against
potential loss. Every homeowner's policy has a section to list your mortgage holder as a loss payee. PHH
must be listed in the loss payee section. Per your signed Mortgage and Note terms, you are required to
provide evidence of insurance upon request. If PHH does not have proof of coverage, we will notify you
that we need this information. Should you receive an insurance request notification, please contact your
agent/carrier immediately and advise them to provide us with evidence of insurance, and to ensure they
show PHH as a loss payee.
Q: What if I don't currently have homeowner's insurance or I'm unable to provide proof of coverage?
A: Per your signed Mortgage and Note, homeowner's insurance is required. Therefore, if proof of
continuous coverage is requested and not provided, we will send you a notice regarding the possibility
of obtaining a policy - at your expense - to cover the structure only. It is important to note that this
lender-placed insurance provides limited coverage, and typically at a higher cost, than a policy you
obtain on your own. So if you have proof of continuous coverage and have not provided it to PHH,
please call (888) 882-1855 extension 16381 or mail the information to the below address and be sure to
include your loan number.
PHH Mortgage Services
Attn: Insurance Department
P.O. Box 5954
Springfield, OH 45501-5954
Q: Am I required to have flood insurance?
A: If your property is located in an area designated by FEMA (Federal Emergency Management Agency)
as a SFHA (Special Flood Hazard Area), you are required to have flood insurance coverage. If PHH does
not have proof of continuous flood coverage, we will notify you that we need this information.
Q: What if I don't have flood insurance or don't provide proof of coverage?
A: Per your signed mortgage and note, flood insurance is required if your property is in an area
designated as a flood zone. Therefore, if proof of continuous coverage is not provided, a policy will be
obtained - at your expense - to cover the structure only. It is important to note that this lender-placed
insurance provides limited coverage, and typically at a higher cost, than a policy you obtain on your
own.
PHH Mortgage Corporation, NMLS ID #2726
Q: What if I have changed or updated my insurance?
A: Send us a copy of your new Declaration Page. We'll update your account and (if your loan is escrowed
for insurance) recalculate your escrow payments. You can mail it to our Insurance Department:
PHH Mortgage Services
Attn: ISAOA
P.O. Box 5954
Springfield, OH 45501-5954
Q: Can PHH help me with my mortgage payments?
A: Yes. We have several programs to assist customers affected by natural disasters. These may include
the following:
Forbearance Plan: A temporary reduction or suspension of payments due to the effects of the
disaster.
Repayment Plan: In addition to the regular monthly payment, additional funds are included
each month to catch-up on past due payments.
Loan Modification: Loan terms are permanently changed which may include lower monthly
payment, lower interest rate, or an extended maturity date.
To determine your eligibility for mortgage assistance, please contact us at (800) 936-8705 or download
financial assistance package from our website at www.mortgagequestions.com.
Q: Where can I find additional assistance?
A:
1) A HUD counseling agency may be able to provide you with assistance. To locate the HUD approved
counseling agency in your area, call the HUD Housing Counseling Service at (800) 569-4287 or consult
HUD's website at www.HUD.gov.
2) Disaster Assistance (https://www.disasterassistance.gov/): If your address qualifies, you can get
immediate funds from FEMA wired to your bank account, and find help to local recovery resources and
FEMA Disaster Recovery Centers (DRCs) near you.
PHH Mortgage Corporation, NMLS ID #2726


How to make a mortgage payment to PHH? “Snail mail” once was the only way to make a mortgage payment. PHH mortgage services still accept “snail deliveries" through the postal service, but other payment options may appeal to you. You can pay by phone or online, setting up AutoPay so you don't even have to think about it every month.

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