Finance of America Mortgage is fully operational, although certain physical branches might be closed or operating with limited hours due to COVID-19. Personnel are ready and available nationwide via phone, e-mail, and other virtual means to provide assistance with any of your mortgage needs. To get more information you can submit an information request on and a mortgage advisor will reach out to you shortly.

Finance of America Mortgage LLC (“FAM”) understands you may be facing unique hardships during this difficult time. The purpose of these FAQs is to provide information regarding options that may be available to you, and how to get more information from your mortgage servicer regarding these options.

Do I need to make my mortgage payment(s) during the pandemic?

Please continue to make your monthly mortgage payments if you can. If you are suffering a hardship related to COVID-19 and are unable to make your payment, please contact your servicer.

How do I know who services my loan?

You will be able to locate the name and contact information of your current servicer by reviewing the documents below:

  • If you recently closed, the Notice of Servicing Transfer you received either in your closing package or in the mail shortly after closing will identify your current servicer.
  • If your loan did not close recently, please see your monthly mortgage statement.
When should I reach out to my servicer if I want to inquire about assistance?

Please contact your servicer as soon as you know you will not be able to make your scheduled mortgage payment. Due to increased call volume, some servicers are experiencing longer hold times and/or delays.

Who qualifies for assistance?

Please contact your servicer to see if you qualify for assistance. Many borrowers who are currently experiencing a financial hardship related to COVID-19 are eligible for some type of assistance.

Who determines if I am eligible for assistance and what assistance is available?

This determination is made by your servicer. One type of assistance that may be available is a mortgage forbearance.

What is forbearance?

A forbearance plan is an agreement that allows borrowers experiencing a temporary hardship to make a reduced mortgage payment or no mortgage payment at all during the plan’s term. However, the terms of your mortgage will remain unchanged.

Prior to the end of the forbearance plan, your servicer will contact you to discuss your situation and provide information on options that may be available to you. Options to bring your loan current may include, but are not limited to, a payment deferral, reinstatement, repayment plan, or loan modification. If you don’t qualify for any of these listed options, there may be other options available that allow you to leave your home while avoiding foreclosure

Can you provide more information on how to find my servicer’s contact information?

Without having more information about your loan, it’s hard to identify the name and contact information of your current servicer.

  • If your documents show that your loan is still being serviced by us at FAM, please call our servicing group directly at 1-855-801-8392. Alternatively, you can reach us via email at
  • If your documents show that your loan is being serviced by LoanCare, please call them directly at 1-800-274-6600.

Mortgage Payment Options During COVID-19