Disasters - Call Handling and Customer Talking Points

Information on this page applies to Interim Servicing and Servicing 911.

When a customer has been impacted by a disaster, our goal is to show empathy – demonstrate caring, assist the customer with their questions and also it is important to gather information – it may be our only opportunity to speak with our customer.


Focus on acknowledging what the customer has shared with you prior to obtaining their loan number. Show empathy throughout the call:

  • “I am sorry to hear you’ve been impacted by the storm.”
  • “Are you and those in your home okay?"
  • “How are you doing? ”
  • “Do you mind if I ask you some questions about the disaster impact?”
  • Listen to the customer
  • Advise we will help
  • Wish them well 

Click here for details specific to Interim Servicing and Transferred Servicing loans with Loss Draft Claim Checks and more disaster-related information.