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Storms, hail, wind, and flooding can damage a home in a single afternoon. When it happens to a past client, they suddenly have to deal with contractors, adjusters, and an insurance claim, often for the first time. A short, helpful check-in from their loan officer can make a stressful process feel more manageable and reminds them you are still in their corner after closing.
Why this is a reason to reach out
Most homeowners do not realize their mortgage servicer may be involved in a property damage claim until a check arrives with the servicer's name on it. That surprise can stall repairs and add frustration. When you hear about a storm in your area, or a client mentions damage, a quick note that explains what to expect can save them time and show that you care about more than the next loan.
Help them understand the claim process
- Who is on the check. Insurance claim checks are often made payable to both the homeowner and the mortgage servicer. The servicer may need to endorse the check or hold funds and release them as repairs are completed.
- Call the servicer early. Encourage clients to contact their servicer's loss draft or insurance claims department right away to learn the required forms, inspections, and timelines.
- Keep good records. Photos, receipts, contractor estimates, and adjuster notes make the process smoother and help if questions come up later.
- Watch for scams. After major storms, unlicensed contractors may ask for large payments upfront. Suggest clients verify licenses and get written estimates.
Connect it to the bigger picture
A claim can affect future insurance premiums, and higher premiums can raise an escrowed mortgage payment. Let clients know you can help them understand those changes when they happen. Our post on following up when a past client's home insurance premium goes up covers that conversation. For coverage questions, refer them to their insurance agent, and for tax questions about casualty losses, refer them to a tax professional.
Keep the outreach simple
A short message works well: "I saw the storm came through your area and wanted to check in. If you end up filing a claim, your mortgage servicer may need to sign off on the insurance check. I'm happy to help you figure out who to call." It is useful, calm, and easy to answer.
Bottom line
When a past client's home is damaged in a storm, help them understand how the servicer fits into the claim, encourage good records, and point coverage and tax questions to the right professionals. Practical guidance during a stressful week builds trust that lasts. If repairs turn into a larger project, our post on helping past clients plan a major home renovation can help guide the next conversation.
RateUpdate keeps your past clients on a branded monthly rate update, so you stay in touch year-round and they know who to call when something unexpected happens to their home.