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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.  

Servicer Highlights

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 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. Note: Fannie Mae credentials are required to access.

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Payment Deferrals 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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SMDUI UI Payment Deferral Options User Guide*

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

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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-2021-02

We’ve updated the Impact of COVID-19 on Servicing Lender Letter (LL-2021-02) to inform servicers of the provisions regarding the suspension of foreclosure-related activities and filing motions for relief from the automatic stay in certain bankruptcy cases.

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Lender Letter LL-2021-07

Updates to Flex Modification eligibility criteria for COVID-19 impacted borrowers were made in LL-2021-07. We’ve adjusted the terms for a Flex Modification with reduced eligibility criteria for COVID-19 impacted borrowers to provide an opportunity to reduce their interest rate, regardless of the mortgage loan’s mark-to-market loan-to-value ratio.

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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.
Self-Assessment: Mortgage Servicer COVID-19 Response Evaluate your COVID-19 response, and successfully manage your business while navigating market disruptions.
Mortgage Servicer Self-Assessment: Evaluation of Post Forbearance Options for Homeowners Impacted by COVID-19 Evaluate your post COVID-19 forbearance evaluation process to ensure compliance with contractual obligations as described in your Lender Contract and the Fannie Mae Selling and Servicing Guides.
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. Note: Fannie Mae credentials are required to access.
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.


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