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Fannie Mae is here to help its Single-Family partners and their customers

Fannie Mae has reliable tools and resources to guide you through the financial challenges associated with the COVID-19 global health outbreak. We are here to help you overcome business disruptions, adopt new regulatory and operational procedures, and offer immediate and long-term relief to struggling homeowners and renters. Fannie Mae offers a wealth of knowledge, applications, and services that enable you to take the necessary actions to address COVID-19 financial hardships as well as the most critical needs within your business and with your customers.


We help mortgage servicers manage and meet regulatory and legal obligations as well as ensure that safeguards are set in place for homeowners amid unforeseen financial challenges. Fannie Mae’s mortgage forbearance is available for homeowners experiencing financial hardships due to COVID-19. A forbearance plan can either reduce or suspend payments for up to 12 months without late fees. Mortgage repayment options become available once the forbearance period ends.  

Options after forbearance

Fannie Mae provides several financial relief options to help homeowners repay missed payments at the end of their mortgage forbearance plan.

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Resolved hardship matrix

Our COVID-19 financial hardship matrix supports your discussions with homeowners about eligibility and financial relief and shows a structured path to repayment.

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Flex Modification

Find out what adjustments can be made to a homeowner’s loan terms to make their monthly payments more affordable.

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Servicer script for homeowners with a resolved COVID-19 hardship*

Communicate options, eligibility and next steps for homeowners exiting a mortgage forbearance plan or resolving a delinquency related to COVID-19 with our servicer script. (Requires Fannie Mae login credentials.)

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Payment Deferral Matrix*

Glance at a side-by-side summary comparison of our three payment deferral workout options including payment deferral, COVID-19 payment deferral, and our new disaster payment deferral.

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Payment Deferral, COVID-19 Payment Deferral and Disaster Payment Deferral

Use this resource to learn more about the payment deferral process and how to use these options.

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COVID-19 Escrow Account Common inquiries*

Read inquiries from other Fannie Mae customers related to escrow when leveraging a payment deferral.

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COVID-19 Payment Deferral Quick Reference Guide for SMDU UI

Get help and quick step-by-step support to process a COVID-19 payment deferral in Fannie Mae's Servicing Management Default Underwriter (SMDU).

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Investor Reporting and Remitting for Payment Deferral and COVID-19 payment deferrals [Recording]

Listen to a webinar that walks through the "ins and outs" of investor reporting and remitting COVID-19 payment deferrals. Get answers to common questions.

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Lender Letter LL-2020-02

Get the latest policy revisions for mortgage servicers related to COVID-19.

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Lender Letter LL-2020-06

Review revised policy guidance for selling mortgage loans in forbearance resulting from impacts of COVID-19.

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Lender Letter LL-2020-07

Learn about the COVID-19 payment deferral.

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In addition to the resources outlined in the forbearance, after forbearance and payment deferral sections above, you will find these other resources helpful. You can find more training resources on our Learning Center page. It’s your one-stop destination for reliable education, training, and tools to support you in today’s ever-changing servicing landscape.

COVID-19 Servicing FAQs  Find answers to your pressing questions to help navigate changing servicing policies resulting from COVID-19 impacts.
Default Management Scenarios Take a deeper look at all default management scenarios including forbearance and repayment plans, bankruptcy and foreclosure processes.  
Homeowner Retention Options* Help homeowners reman in in their homes.  Look at the details involved in each option to help determine the best solution for your borrower.
Loss Mitigation Overview Get a high-level overview of loss mitigation processes to help support customer conversations and interactions.
SMDU UI eLearning Series* Get the latest training resources on Service Default Management Underwriter™ including job aids, user guides,  online training modules and more.
HSSN: Introducing Your Delinquency Reporting Responsibilities Understand your delinquency reporting responsibilities using HSSN. Get job aids, and step-by-step instructions in this online course.  
Business Continuity Reminders and Resources  Don't miss out on important deadlines. Review business continuity reminders and processes to keep your business operating during this time.



We equip mortgage lenders with the resources to reduce anticipated mortgage repayment issues and address the surge in financial relief requests. Lenders can work with borrowers encountering a job loss, lapsing on mortgage payments or seeking out record low interests rates to restructure their mortgage payments. Fannie Mae’s financial hardship services, such as Fannie Mae’s Disaster Response Network™, mortgage relief options, and forbearance program can help borrowers get the financial assistance they need to get back on their feet.

Loan Delivery and additional resources

Lender Letter LL-2020-06 provided temporary eligibility and delivery requirements applicable for mortgage loans delivered and closed during COVID-19.  Get information to help support mortgage delivering loans using these temporary flexibilities. You can find more training resources on the Single-Family Learning Center page, your  destination for reliable education, training, and tools.

Loan Delivery Information for Loans in Forbearance Due to COVID-19 Get the details related to Lender Letter LL-2020-06 on delivering loans in forbearance. Learn new requirements for Loan Delivery.
Scenarios: Loans in Forbearance Due to COVID-19 and Representations and Warranties Review scenarios that may impact representations and warranties when a loan goes into forbearance.
Self-Reporting Loans in COVID-19 Forbearance Delivered without Special Feature Code 919 Learn how to submit a Self-Report using Loan Quality Connect for a single loan or multiple loans.
Remote Ink-Signed Notarization job aid Get an overview of what is needed to provide remote ink-signed notarizations that enable your borrowers and your staff to practice COVID-19 social distancing recommendations.



To help ease appraisers’ concerns regarding restricted access to a homeowner’s property and the need for reduced interactions with homeowners, Fannie Mae has provided temporary flexible appraisal requirements. We accept alternatives to traditional appraisals, such as virtual inspections. We also extended temporary measures in other areas like condominium project reviews, new construction loans, and HomeStyle® renovation loans in mortgage forbearance.

Find answers to many of your COVID-19 related questions in the appraisal section of our COVID-19 Selling FAQs.

To access other appraiser resources, visit Fannie Mae’s Single-Family Appraiser page.

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