We have several options to submit your documentation:
<ul>
<li>Online: <a href="https://www.usaa.com/">Sign in</a> to your online account.</li>
<li>Email: modification.assistance@homeusaa.com</li>
<li>Fax: 855-294-9270</li>
<li>Mail:
<div class="indent">
USAA Federal Savings Bank 
Attn: Centralized Mod Department 
PO Box 610790 
Dallas, TX 75261 
</div></li>
</ul>
However you send your documents, please be sure to include a note including your name, loan number, property address, and contact information.
Finally, if you have been making payments and have been led to believe they are going towards a trial or modification agreement, but we have no record of the payments, then something may be wrong. Please <a href="/contact_us">contact us</a> as soon as possible so we can research the issue.

Where to send your mortgage assistance documents

Sending Your Mortgage Assistance Documents

If you’ve been affected by a disaster, such as a winter storm, hurricane, tornado, or wildfire, here are 3 steps you can take to help ensure your home and finances are protected.
- File an insurance claim with your provider for damages related to the disaster.
- Apply for mortgage assistance with us.
- Register for disaster assistance with federal, state, and local agencies. (This assistance may cover expenses that your insurance company doesn’t.)

###Insurance Claim Process###

1. **Contact your homeowners insurance provider** – Provide details of the damage and loss sustained due to the disaster. 
[Note]
**_Note:_** If flood damage occurred and your flood insurance is provided through FEMA’s National Flood Insurance Program (NFIP), you can find information on starting a claim with them at [FloodSmart.gov/start] (http://www.floodsmart.gov/start).
[/Note]

2. **Document damage before making repairs** – Keep photos and videos for your records. Some insurers let you report the damage remotely via live video from your smartphone.

3. **An adjuster is assigned, if your loss is covered** – The adjuster will work with you to assess the property damage and provide an estimate of the repair costs.

4. **Find a contractor** – When finding a contractor, consider recommendations from others, obtain multiple offers, and finalize the agreement in writing.

5. **Loss draft (claim) check issued** – If the check is sent to you, visit [www.insuranceclaimcheck.com] (http://www.insuranceclaimcheck.com/) or call our Loss Draft Department at 855-358-9208 for next steps. Check out our [Insurance Claim Check Process] (/help-center/escrow/insurance-claim-check) article for more information. 

###Applying for Mortgage Assistance###

1. **[Contact us] (/contact_us)** – Tell us how you’ve been affected and provide us with updated contact information if you've been temporarily relocated. 

2. **Possible additional assistance** – Depending on the loan, if your home or income were impacted by a disaster, this assistance may include a Disaster Forbearance Plan with benefits, such as:

[Indent]
- Payment relief for a set period of time
- Negative credit suppressions
- No late fees
[/Indent]

###Registering for Additional Disaster Assistance###

1. **Federal disaster assistance** – Visit [www.disasterassistance.gov] (http://www.disasterassistance.gov/) or call FEMA at 800-621-3362 (for TTY calls, dial 800-642-7585). You may be eligible for benefits and resources that are not covered by your insurance company. 

[Note]
**_Note:_** This step is recommended whether or not your home is in an official disaster area, as undeclared areas can be added at a later date (you can check for declared areas with FEMA’s search tool). 
[/Note]

2. **State or local agencies** – Contact agencies, such as your:

[Indent]
- State’s and county’s emergency management offices
- Department of health and human services
- Governor’s office

You can also find resources at [www.fema.gov/locations] (http://www.fema.gov/locations) by entering your city and state or ZIP code. Select “Helpful Resources” once your state’s page appears. USA.gov also provides links to [local resources] (https://www.usa.gov/after-disaster). 
[/Indent]

3. **Helpful organizations** – Non-profits and other organizations may be willing to assist you as well. Here are some well-known organizations and their information:

[Indent]
- Red Cross: Visit the [Get Help] (http://www.redcross.org/get-help) section of their website or call 1-800-RED-CROSS.
- United Way: Visit the [211] (https://www.211.org/) section of their website or call 2-1-1.
- Salvation Army: Visit the [Disaster Relief] (https://www.salvationarmyusa.org/usn/help-disaster-survivors/) section of their website.
[/Indent]

[Note]
**_Important:_** Beware that [scammers] (/help-center/account-help/avoiding-mortgage-scams) may try to take advantage of you in your time of need and pose as a non-profit or government official. Home repair scams and price gouging efforts also increase after natural disasters.
[/Note]

By making the most of every opportunity open to you, we hope you will walk away from a disaster financially sound and with your dream of homeownership secure. Whenever you need us, we will be here to help you.

Explains what steps to take after a disaster

What To Do After a Disaster

Disaster Resources

You can quickly apply for [mortgage assistance online] (/servicing/loan_modification/new). If you’d prefer to mail or fax your application—or if you don’t have an online account—you can [download] (/support/mortgage_assistance/application_process_get_form) it here. 

[Note]
**_Note:_** If you're currently engaged in an active bankruptcy, please consult with your attorney before submitting a mortgage assistance application.
[/Note]

When applying for mortgage assistance, time is of the essence, especially if you're already getting collection notices or already in the foreclosure process. 

###Documents Needed for Mortgage Assistance###
[Indent]
The mortgage assistance application lists all required documentation. 
If additional information is needed during the underwriting review, we’ll contact you to inform you of the documentation needed and provide a reasonable timeframe to return the documents requested. 
[Note]
**_Note:_** The document requirements will be unique to you and your situation.
[/Note]
[/Indent]

###Application Process###
[Indent]
1. When we receive your application and supporting documentation, we’ll send you a letter to inform you whether your application is complete or if additional information or documentation is required. 

[Indent]
[Note]
**_Note:_** In some cases, when we have sufficient information on file, a customer may be eligible to submit an expedited application or not have to submit an application at all. If this applies to you, you’ll see “Eligible for Expedited Application” when you request [assistance online] (/servicing/loan_modification/new).
[/Note]

Each time we need to communicate with you, we send a letter to the [mailing address] (/servicing/account/profile/index) on file. You can also see the status of the review on your [online account] (/servicing/statements/misc).
[/Indent]

2. If the application is complete and no further information or documentation is needed, we will evaluate your application and provide a decision letter **within 30 days** from the date the application was deemed to be complete.

3. If additional information or documentation is needed during underwriting, you will receive a letter listing the documentation needed and a due date to submit them to us. 

    - If the required information/documentation is **submitted by the due date**, we will evaluate your application and provide a decision letter **within 30 days** from the date that we receive it.

4. In determining whether you are eligible for a modification program, we may obtain a valuation of your property such as an appraisal or BPO (Broker’s Price Opinion). In this case, we will promptly provide you with a copy of any such valuation regardless of whether you are approved for a modification. Copies of valuations will be provided at no cost to you.

[/Indent]

If you have further questions, please [contact us] (/contact_us).

Explains the application process and lets you quickly apply online

Applying for Mortgage Assistance

###Reporting Mortgage Scams###
[Indent]
If you receive a phone call, letter, or email regarding your mortgage that appears suspicious, especially those that require payments or changes to your mortgage terms, then please [contact us] (/contact_us) right away. 
[/Indent]

###Avoiding Mortgage Scams###
[Indent]
Here are some common “red flags” that may indicate a communication is a scam:

- Contact phone numbers that do not begin with a toll-free area code (e.g., 800, 855, 866, etc.).     
*We **never provide personal or cell phone** contact numbers in official communications **related to homeowner assistance**.*

- A trial or modification agreement from the “Underwriting Department.”     
*Our **underwriting department never sends notifications** directly to customers.*

- Requests to make payments with “unconventional” methods. These may include a prepaid/”Green Dot” debit card, or a Western Union/MoneyGram wire to an individual (rather than USAA).    
*You can always review our official [payment method options] (/help-center/payments/payment-options). If a requested method **doesn’t exactly match** one on the list, please call us immediately.*

- Requests for up-front or advance payment to begin the modification, refinancing, or reinstatement application process.     
*We **never charge fees** for **applying or approving** loan modifications.*

- Advice to start making payments to any third party instead of us **for any reason**.

- Pressure to make any commitments you don’t fully understand.     
*Be especially careful if you’re pressured to **sign over your deed** or sign any paperwork you haven’t had a chance to fully review and ask questions about.*

- The phrases “government approved” or “official government” in descriptions of loan modification offers.  
*Government agencies like HUD, and government-sponsored entities like Fannie Mae, will **never contact you** to offer you a loan modification.*

- Payments you’ve been making that you were led to believe were going toward a trial or modification agreement, but we have no record of them.    
*Please [contact us](/contact_us) as soon as possible so we can research the issue.*
[/Indent]

Provides red flags to help avoid mortgage scams

Avoiding & Reporting Mortgage Scams

Another alternative to foreclosure is called Deed in Lieu of Foreclosure (DIL).

- DIL means that you **voluntarily transfer ownership** of your home to your lender, the lender terminates the loan, and the **remaining balance due is forgiven.**
[Note]
**Note:** A DIL may have **tax consequences and/or impact your credit,** so you’ll want to contact your tax advisor to discuss these potential impacts. 
[/Note]
- With a DIL arrangement, you’ll have plenty of time to plan your move and transition out of your home. You may also be eligible for relocation assistance or assistance with paying other liens and judgments against your property.

[Indent]
[Note]
**Note:** Some investors will not permit a DIL if you have not been evaluated for all home retention solutions.
[/Note]
[/Indent]

You will need to submit a completed [Statement of Information](--image_host--/images/usaa/USA_statement_of_information.pdf) form to start the review process.    
[Note]
**Note:** These arrangements are subject to investor approval and certain other eligibility factors. 
[/Note]

Explains a DIL and how to begin the process

Deed in Lieu of Foreclosure (DIL) Information

If you’re facing a **long-term hardship**, we can review you for a loan modification to determine if more manageable terms are available.

- While refinancing means replacing your existing loan with a new one, loan modification **keeps your existing loan** and **changes its terms**.

- If you qualify for a loan modification, some potential ways to reduce your monthly payment would be through lowering your interest rate or extending the term of the loan. 

Specific eligibility requirements may vary depending on the loan’s investor or other factors.

###Trial Period Plan###
[Indent]
If you’re approved for a loan modification, in some cases, you will be required to first complete a Trial Period Plan. This is a **temporary payment relief period** that allows you to demonstrate that you can consistently manage the estimated **modified mortgage payment**.

- You will have a new monthly payment amount during this Trial Period Plan. 
- If you **make timely payments and meet all requirements** stated in the Trial Period Plan terms, the **permanent loan modification** documentation will be prepared and sent to you for execution.
[/Indent]


You can learn more about the [application process] (/help-center/mortgage-assistance/applying-for-mortgage-assistance) or [apply online] (/servicing/loan_modification/new) now. 


How loan modification can help with financial hardship

Loan Modification Details

Under a **federal law** called the Servicemembers Civil Relief Act (SCRA), military members may be entitled to a range of benefits. These are unrelated to Veterans Affairs (VA) benefits.

If the loan was **originated prior to military service,** military members may be entitled to these benefits **during active service and 12 months following** it: 
- Foreclosure protection 
- Lowered interest rate to 6% maximum, if the interest rate on the loan is more than 6% 
- No new late fees
- No new legal fees

You may be eligible for SCRA benefits if you are: 
- A regular member of the U.S. Armed Forces (Army, Navy, Air Force, Marine Corps, or Coast Guard). 
- Reserve or National Guard personnel who has been activated and is on federal active duty. (National Guard members and members of state military units who are called to state active duty are not covered by SCRA. However, many states have enacted laws that extend SCRA protections to such servicemembers who are called to state active duty.) 
- National Guard personnel under a call or order to active duty for more than 30 consecutive days under section 502(f) of title 32, United States Code, for purposes of responding to a national emergency declared by the President and supported by federal funds. 
- An active service member of the commissioned corps of the Public Health Service or the National Oceanic and Atmospheric Administration. 
- A U.S. citizen serving with the armed forces of a nation with which the United States is allied in the prosecution of a war or military action.

If you are interested in receiving protection and benefits under the SCRA, **please send us a copy of your Active Duty Orders.**
- You can email scanned or electronic versions to: militaryfamilies@homeusaa.com 

[Indent]
For hard copies, either fax to 855-856-0427 or mail to: 
 
USAA Federal Savings Bank ATTN: SCRA/Military Families PO Box 619098 Dallas, TX 75261 
[/Indent]

After we receive them, we’ll let you know if we need additional information–this may include documents about your loan, debt, and FHA case number (if applicable).

Read more about [SCRA benefits and eligibility.](https://www.consumerfinance.gov/consumer-tools/educator-tools/servicemembers/the-servicemembers-civil-relief-act-scra/)

Mortgage assistance options and eligibility for military homeowners

Mortgage Assistance for Military Members

Solutions may include, but are not limited to:
- [repayment plans] (/help-center/mortgage-assistance/repayment-plan-details); 
- [loan modification] (/help-center/mortgage-assistance/loan-modification-details);
- [short sale] (/help-center/mortgage-assistance/short-sale-information); and
- [Deed in Lieu of Foreclosure] (/help-center/mortgage-assistance/deed-in-lieu-of-foreclosure).

Complete a mortgage assistance [application] (/servicing/loan_modification/new) online now and let us know what’s going on. We’ll help you determine a plan of action and next steps based upon your circumstances. You can also [contact us] (/contact_us) if you have questions or need to speak with an agent.

Lists the most common mortgage assistance solutions

Potential Mortgage Assistance Solutions

A repayment plan is an agreement that spreads the past due amount over a specific period, **typically 3–6 months**, during which time you make a **full payment, plus a partial payment**, until the account is brought current.
- Repayment plans can be an ideal option for homeowners who face **temporary hardships**. 
- Like all mortgage assistance options, the sooner you let us know about your need for help, the more likely a repayment plan will be available to you.

If you can afford to pay more than your normal payment until all missed amounts are repaid, a repayment plan may be a good solution for you. Please [contact us] (/contact_us) to get started.


How a repayment plan can help with financial hardship

Repayment Plan Details

We have several options to submit your documentation:

- **Online:** [Sign in] (https://www.usaa.com/) to your online account.
- **Email:** modification.assistance@homeusaa.com
- **Fax:** 855-294-9270
- **Mail:**
[Indent]
USAA Federal Savings Bank         
Attn: Centralized Mod Department    
PO Box 610790        
Dallas, TX 75261    
[/Indent]

However you send your documents, please be sure to include a note **including your name, loan number, property address, and contact information.**

Finally, if you have been making payments and have been led to believe they are going towards a trial or modification agreement, but we have no record of the payments, then something may be wrong. Please [contact us](/contact_us) as soon as possible so we can research the issue.

If there isn’t a financially feasible way for you to keep your home, a short sale is an option that can give you a fresh start and avoid the foreclosure process.
- A short sale can allow you to **sell your home for less than you owe** on the mortgage, **pending investor approval.**
- If you want to pursue a short sale, have your real estate agent submit the [Third Party Authorization Form](https://storage.googleapis.com/apolloimage/images/usaa/Short-Sale3rd-Party-Auth-form.pdf) to us via fax at 855-294-9292 or email at callcenter@homeusaa.com to start the review process.
[Note]
**_Note:_** Some investors will not permit a short sale if you have not been evaluated for all home retention solutions. [/Note]

[Indent]
- We may request certain documentation to complete the short sale review. The short sale process could be delayed if the requested documentation is not received in a timely manner.[/Indent]
[Note]
**_Note:_** A short sale may have tax consequences and/or impact your credit, so you’ll want to contact your tax advisor to discuss these potential impacts. 
[/Note]

Explains a short sale and how to begin the process

Short Sale Information

Mortgage Assistance

**Homeowner Assistance Fund (HAF)** is a government-sponsored initiative managed by the Department of Treasury to offer assistance for homeowners impacted by the COVID-19 Pandemic that began in 2020. 

[Note]
**_Note:_** The application process is handled by each state. The state determines eligibility, approves or denies the application, and advises USAA of their final decision. USAA has no involvement in the review or decision process.  
[/Note]

HAF programs may include the following:
- Mortgage **payment assistance** for unemployed or underemployed homeowners;

- **Reinstatement** for delinquent accounts;

- **Principal reduction** to help homeowners get into more affordable mortgages (recast or modification); and/or

- Funding to **eliminate** homeowners’ **second lien** loans.

You can see what options your state offers by visiting the [National Council of State Housing Agencies] (https://www.ncsha.org/homeowner-assistance-fund/).

Provides information on an additional resource for homeowners

Homeowner Assistance Fund

The United States Department of Housing and Urban Development (HUD) has **trained housing counselors** who can talk through your situation and options with you. 

They’re ready to help with your questions about credit, foreclosure, rentals, and much more. 

Get started by [finding a HUD counselor.](http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm)

An alternative method of mortgage assistance

HUD Counseling

If you’re out of work, there are ample resources for finding a new job, as well as getting help during your period of unemployment.

## **Unemployment Insurance Benefits**

The Federal-State Unemployment Insurance Program offers **benefits to unemployed people** who meet state **eligibility requirements.**

Visit [CareerOneStop.org](https://www.careeronestop.org/localhelp/unemploymentbenefits/unemployment-benefits.aspx) to learn about your state’s requirements and get help applying for benefits. 
- This resource can also assist you with finding a new job. 
- Sponsored by the U.S. Department of Labor, it offers self-assessment tests, skills training resources, job search tools, interview tips, and much more.


Sending Your Mortgage Assistance Documents

Helpful Resources

Have more questions or need help?