August 31, 2021: Customers Impacted by Hurricane Ida - Disaster Reminders

Please take time to review the information regarding assisting customers impacted by natural disasters, including Hurricane Ida.  This hurricane made landfall on Sunday, August 29, 2021 along the Louisiana coastline and has resulted in massive damage in that State.


When speaking with customers impacted by this hurricane – or any natural disaster – it is extremely important to use empathy words and phrases and to speak using a sincere and caring tone of voice.  Focus on acknowledging what customers share with you about their current experience.

  • Listen to the customer
  • Advise we will help
  • Wish them well 


Phrases to use when speaking with impacted customers include:

  • “I regret to hear you have been impacted by the storm.”
  • “Are you and those in your home okay?"
  • “How are you doing? ”
  • “I sense this is a difficult time for you, and I am glad to take time to assist you right now.”
  • “Do you mind if I ask you some questions about the disaster impact?”


Advise impacted customers of the following resources:


Please see below for specific guidelines and information for Interim and for Retained Servicing.


Interim Servicing:

  • Review the content and processes in KnowledgeOwl for Interim Servicing and Servicing911 on Disaster Impacts and Loss Draft Claim Checks
  • Thoroughly document the Memos section in FICS regarding all calls and inquiries relating to customers impacted by the disaster
  • Obtain the customer’s Homeowner’s Insurance Policy information by viewing a copy of their policy located in the eFolder in Encompass


Retained Servicing: 

  • Review the content and processes in KnowledgeOwl for Retained Servicing on Disasters and the Popcorn Training Disaster Review
  • Access and run the MSP Director Script, Select Disaster then Natural, for scripted questions to ask impacted customers and to correctly code all required MSP fields with the applicable disaster-related information
  • Obtain the customer’s Homeowners Insurance Policy information by viewing the HAZ1 screen in MSP


Hurricane Ida FEMA Disaster Declaration

The Federal Emergency Management Agency (FEMA) issued a Presidential Major Disaster Declaration for areas in Louisiana affected by Hurricane Ida effective August 26, 2021.  


The following Louisiana Parishes have been approved for Individual Assistance:  

Ascension, Assumption, East Baton Rouge, East Feliciana, Iberia, Iberville, Jefferson, Lafourche, Livingston, Orleans, Plaquemines, Pointe Coupee, St. Bernard, St. Charles, St. Helena, St. James, St. John the Baptist, St. Martin, St. Mary, St. Tammany, Tangipahoa, Terrebonne, Washington, West Baton Rouge, West Feliciana


Counts listed below reflect loans interim serviced by FIMC, retained serviced loans sub-serviced by ServiceMac, and loans servicing transferred in the last 12 months located within this Major Disaster Declaration Area:


Fairway Interim
 Potentially Impacted


ServiceMac Retained Potentially Impacted


Loans Transferred
 Prior 12 Months


Total
 Potentially Impacted




Louisiana

42


Louisiana

76


Louisiana

802


Louisiana

920













Once FEMA declares impacted areas eligible for Individual Assistance (financial or direct services), protections are made available to mortgage customers.


Interim Servicing: If customers whose property is in one of the Parishes declared eligible for Individual Assistance advises they need mortgage assistance as a result of Hurricane Ida, email Default Servicing (defaultservicing@fairwaymc.com) with the customer’s loan number and pertinent details provided by customers regarding damage impact and assistance requested.  The Default team will return the customer’s call within one business day with any available options.


Retained Servicing:  Access and run the MSP Director Script, select Disaster then Natural.  When prompted if assistance is needed, select Yes in the script.  This will code the loan for a three-month forbearance plan to be further reviewed by the Retained Servicing Default Team.


Contact your supervisor or manager if you have any questions.