1. Home
  2. Blog
  3. Servicing
  4. Helpful Resources for People Impacted by Harvey

As of December 19, 2017, MyQL is now referred to as Rocket Mortgage.

If you’re a Quicken Loans client and have been impacted by Hurricane Harvey, Quicken Loans is committed to working with you during this difficult situation. Our primary goal is to allow you time to focus on staying safe and taking care of yourself and your family.

You may have questions regarding what to do about your mortgage. We’ve outlined some information below and steps you can take now.

Important Things You Need to Know About Your Mortgage

  • No late fees will be assessed.
  • Credit reporting is currently suppressed so your credit score and report will not be affected.
  • We have options available that do not require you to make any payments for three months to start. At that point we will work with you to determine a long-term solution. Please contact us by calling (800) 508-0944 and selecting option 8. You can also find more information on MyQL.
  • If your home’s been damaged and you plan to make a claim, contacting your insurance agency first will streamline the process.

If you’re in one of the affected areas, we’ve put together this list of additional resources to help you out.

Temporary Shelter and Assistance

If you’ve been displaced by the flooding, your most immediate concern may be where to find some temporary shelter and assistance with the most basic necessities. The American Red Cross is mobilizing its local chapters to help provide the following assistance:

  • evacuation shelters
  • shelter, water, food and relief supplies
  • medical care and first-aid treatment
  • recovery plans to help people get back on their feet

You can find your local Red Cross chapter online or call (800) 733-2767.

Emergency Offices

In both Texas and Louisiana, emergency offices have been set up to handle the government response to the crisis in each of the affected counties and parishes. If you’re in need of disaster-related assistance, these are a good place to start.

Federal Emergency Management Agency (FEMA) has a list of local emergency offices where you can register, if necessary. These offices may be able to help you find resources in your area as well as grants available to help you rebuild.

You can also contact FEMA directly at (800) 621-3362.

Rebuilding Assistance

There are a variety of resources available in order to help you rebuild. We’ll go over an option backed by the government as well as how to submit a homeowners insurance claim.

Small Business Administration

The U.S. Small Business Administration provides disaster relief loans to businesses of all sizes as well as private nonprofit organizations, homeowners and renters. You can use the loans to repair or replace the following items that have been destroyed or damaged in a declared disaster area:

  • real estate
  • personal property
  • machinery and equipment
  • inventory or business assets

Making a Homeowners Claim

One of the things you may be looking to do in the aftermath of this storm is to submit a homeowners insurance claim to help repair and replace damaged items and construction. There are a few considerations here.

The first thing you need to figure out is whether your homeowners insurance policy covers flooding. Unfortunately, many don’t. The easiest way to find out whether you’re covered in this situation is to contact your insurance company directly.

If you’re not covered, you can take a look at applying for one of the disaster relief grants or loans mentioned above. Otherwise, it’s time to move on to submitting an insurance claim. Follow your insurance company’s guidelines for submitting a claim.

It’s key to document all losses. Take pictures if you can. Be as thorough as possible.

If you currently have a mortgage, your lender will need to sign off on claims above a certain dollar amount because mortgage investors such as Fannie Mae, Freddie Mac and FHA need to make sure the home is in as good or better shape as it was when you bought it.

When filing a claim, contact your insurance company first. Be sure to also contact your mortgage lender to work with you during the claims process to make sure everything goes smoothly.

If you’re a Quicken Loans client, you can contact our insurance claims department at (866) 947-8425. We’re happy to assist you in getting back in your home as soon as possible. Our hours have been extended to help clients impacted by this disaster. Additionally, if a client leaves us a message, we’ll respond within 24 hours.

If you’d like more information, check out our post on filing a homeowners insurance claim.

Mortgage Payment Assistance

A situation like this has the ability to put a strain on your finances. If you’ve had to spend money on temporary shelter, it’s understandable that your budget would be a little stretched. While you should absolutely make your mortgage payment if you’re able, recovering from displacement is an unusual situation.

If you think you’re going to have trouble making your mortgage payment for the upcoming month, reach out to your lender or servicer as soon as possible.

If you’re a Quicken Loans client, you can reach out to us by calling (800) 508-0944 and selecting option 8. We’re here to help, and we have options available for those in the affected areas.

Our thoughts are with you. We’ll be happy to answer questions or try to direct you to the right place if you leave a comment for us below.

This Post Has 31 Comments

  1. Good afternoon. I live in Jacksonville, FL and we were affected by Hurricane Irma. I would like some information on your forebearance program. I have tried contacting the number provided and selecting option 8 but the lines keep disconnecting. Can you help please?

    1. Hi Michella:

      I’m going to have someone reach out to you with more information about our forbearance program as soon as I possibly can. With that being said, our systems are currently down and we are working on a solution. Someone will reach out to you as soon as we can get everything back up and running, but for right now, I can give you some general information on what we’re offering in terms of forbearance.

      We can do a natural disaster forbearance, or payment pause, for an initial period of up to 90 days. The forbearance would not affect your credit. Once that time is over, you have a few options. If you cannot make your mortgage payments at that time, we have the option of extending the forbearance month-to-month for as long as is necessary to help you get back on your feet. You can also choose to make the back payments. If that’s not feasible, we have the option of helping you with a non-credit impacting loan modification that would roll the back payments into your loan. I’m going to forward this and as soon as our systems get back up, we’re going to begin reaching out to clients. I appreciate your patience.

      Kevin Graham

      1. Thanks so much for the quick response to my inquiry. Ryan Ellison was very nice and helpful in navigating me through this process.

  2. Good afternoon. I live in Jacksonville, FL and we were affected by Hurricane Irma. I would like some information on your forebearance program.

  3. I would be interested in the deferred payments of 3 months if the payments were just added on the back of my mortgage loan. Is that possible?

    1. Hi Howard:

      I’m sorry you’ve been affected by the hurricane. Rest assured, we’re going to do everything we can to help you get back up and running as quickly as possible.

      A deferral in the sense that you’re talking about isn’t currently being offered through Fannie Mae, Freddie Mac, FHA, USDA or VA. What the major mortgage investors are allowing us to do is something called a forbearance. That means we can pause your payment for an initial period of up to 90 days. Because of the natural disaster, we’re allowed to do so without impacting your credit and we won’t charge late fees. This also gives us a lot of flexibility that might not be available with a deferral. If at the end of that three months, you’re not ready to start making payments again, we can extend that forbearance for as long as is necessary to give you the help you need. When the forbearance is over, you do have the option of making a lump sum payment to pay everything back at once, but you don’t have to. We can do a modification that won’t impact your credit and roll those payments into the loan. I’m going to have someone reach out shortly to go over your options, but I hope this helps. Our thoughts are with you and we want to help you come through this.

      Kevin Graham

  4. You guys have disappointed. Have to pay it all back or roll into loan does not help much. Chase is offering 90 days no pay and putting the payments on the back end of loan. Very embarrassing to be a Quicken customer.

    1. Hi Ben:

      I’m very sorry to hear you’ve been affected by Harvey. You’re in our thoughts.

      The 90-day forbearance, or payment pause, gives us a lot of flexibility to tailor the repayment plan to your needs. The deferral being offered by other banks may not work for you. You may still need help after three months, although we certainly hope the recovery is quick. You don’t have to pay the whole thing back at once. It’s also important to note that this is the plan being offered industry wide by Fannie Mae, Freddie Mac, FHA, etc. because it does offer a lot of options for clients in terms of giving them the time needed to get back on their feet. I’m going to get this over to our client relations team to have someone reach out to you and offer more detail. That said, we are absolutely here to help and wish you nothing but the best in this difficult time.

      Kevin Graham

    1. Hi Moses:

      We’re here to help. If you’re a current client we have programs available to help you including a 90 day initial forbearance – or payment stoppage – that can be extended as long as is necessary. After that, we can look at long-term plans with you to continue your payments without affecting your credit. If you’re not a client yet, we would certainly be happy to help you look at your loan options. For now, I’m going to get you over to our client relations team and they can go over next steps.

      Kevin Graham

  5. I live in Vinton, Louisiana and my home flooded. I received 5 inches in the home. The adjuster came and said they will issue 2 advance checks so we can begin repairs. Will Quicken allow me to do my own repairs or am I required to use a licensed contractor?

    1. Hi Rohm:

      I’m going to get this over to our client relations team to make sure we can you the right information as soon as possible to move forward with your rebuild process. I’m sorry to hear you’ve been impacted by this devastation, but we’re behind you and want to help you get back to normal as soon as possible. Someone will be reaching out soon.

      Kevin Graham

    1. Good afternoon, Daliborka:

      We’re committed to helping any of our clients in the affected areas of Texas and Louisiana. I’m going to get this over to our Client Relations team to have someone reach out so you can get the right information in detail, but it sounds like there’s been some miscommunication, so let me see if I can give you some facts upfront.

      You can get an initial payment stoppage of up to 90 days. This is what’s being offered throughout the industry for any lender who has mortgages backed by Fannie Mae, Freddie Mac, FHA, VA, etc. After that stoppage, you have the option of paying off the back payments in full or taking a look at other options including repayment over time or having them rolled into your loan with no impact on your credit. Every situation is different, but the bottom line is we’re behind you and we’re here to help! We do have people working this weekend. Someone will work in your situation and reach out shortly.

      Kevin Graham

  6. After speaking with John in Customer Care, he clarified some issues and concerns I had when I originally called for some assistance with relief due to Hurricane Harvey. Once he explained the program available, I was at ease to know that the original information was not relayed in such a way that made sense to me. I know get the real picture and I must say that John simplified it to where as the plan will help me with some relief. Thanks John!

  7. I am so happy that Quicken Loans® has come to my rescue and is helping me with my financial situation after enduring unexpected financial hardship due to missing days of work tending to household duties occurring because of Tropical Storm Harvey. I had previously posted that I could not receive any help with my mortgage notes. I have just received a call from Quicken Loans® and learned that they are going to help me. I want to express my sincere appreciation with them and have the highest respect for Quicken Loans®.

  8. Brain and Mitchell,
    Thanks for all clarification on helping QL
    Customer in disaster area relief.
    I really do appreciate the help on my mortgage loan!
    Till We Texas folks get on our feet.

  9. Hi Mr Graham,
    I live north of Houston on Montgomery county was also declared disaster county,
    I call QL customer service and ask them for assistance since my work place was also affected by hurricane Harvey and still shut down do to impassable roads (Houston location)
    Was told they could help me by only paying half of my mortgage for the first 2 mo. But on my third month I will have to pay the full amount on the third month plus the two half months .
    I’m like what kind of help is that.

    1. Hi Oscar:

      We’re absolutely here to help. The 90-day initial pause in payments for all affected gives us the flexibility to tailor your relief plan to you. If after 90 days, you can’t make payments, we have the option of extending the pause for a long as is necessary to help you get back on your feet. This isn’t necessarily the case with payments that are deferred to the back end of the loan. It’s also important to note that if your loan is backed by the major mortgage investors including Fannie Mae, Freddie Mac FHA, etc. I’m going to have someone reach out to you to give you more information about this.

      Kevin Graham

  10. I called today and they were trying to set up some payment plan.You have to pay something on your note for 3 months and then pay the full balance after the 3 months. If you can’t they will do a loan modification. That’s not what people need. Why not say ok you can skip your next two payments and we’ll add them at the end of your loan. That’s what will help people.
    I was disappointed with Quicken Loan.

    1. Hi Debra:

      I want to stress that we’re here to help you. We’ll do everything possible to help you get back on your feet. There’s a lot of information out there right now. Some of it is good. Some of it isn’t accurate.

      What we are doing is putting a 90-day pause on mortgage payments for anyone that needs it. At the end of that 90 days, we have the flexibility to reevaluate your situation and either extend the stoppage if you need it or start working with you on a plan to get in the best financial situation you can possibly be coming out of this. We have options available to us that will not impact your credit while you catch up. In addition, this is absolutely free. It’s also important to note that if your loan is backed by Fannie Mae, Freddie Mac the FHA, etc., this is the option available for clients in the area and is standard across all mortgage lenders with loans backed by these organizations. I’m going to have someone from our team reach out and explain this in more detail, but the bottom line is that we are here to help you.

      Kevin Graham

  11. I am disgusted that quicken does not offer to move 90 days to the back of the loan. I have a current mortgage with quicken and am a flood victim. How does it help to say you can skip your payment for 90 days but day 91 you better pay it all back or it ruins your credit. Sorry quicken you are in no way helping so don’t post like you are. You should re evaluate your plan. Don’t make the public think your doing something to help your clients. You are NOT!!!!!!!

    1. Hi Patty:

      We can work with you after the 90-day forbearance. This gives us flexibility to reevaluate your situation after 90 days. It doesn’t work this way with deferred payments necessarily. A forbearance can be extended for as long as it takes to get you in a stable situation. I’m going to have someone reach out to you about this.


      1. That’s correct. The forbearance, or payment pause, option is the same one being offered by all lenders who have Fannie Mae, Freddie Mac, FHA or VA loans. The good news is there are a lot of flexible options for clients within this plan. I wish you good luck!

Leave a Reply

Your email address will not be published. Required fields are marked *