Verify Incoming Calls: Retained Servicing Third Party Insurance Agents

Third party insurance agents must verify the following pieces of information:

  • Customer’s name
  • Customer’s property address
  • Insurance company name
  • Insurance policy number

Once verified,  Customer Experience Specialists may provide the following loan details:

  • Name of new servicer
  • New servicer loan number 
  • Transfer effective date 
  • Contact information for new servicer


Retained servicing loans:  

  • Connect insurance agents to the Insurance Service Center (National General) for all insurance-related assistance 
    • Provide public phone number for Insurance Service Center for future use by insurance agents (833) 811-3064
    • Transfer the insurance agent’s call to the Insurance Service Center using the non-public phone number (833) 811-3065
  • If the issue is escalated or is handled by Servicing 911 and a transfer to the Insurance Processing Center is not feasible, view the HAZ1 screen in MSP to verify the required information