Natural Disaster Assistance

HomeExisting CustomersNatural Disaster Assistance

Our thoughts are with those affected by the recent hurricanes. If you were impacted, once you’re safe, please reach out for any information you may need or help we can provide you related to your mortgage loan. Below is a list of resources and assistance options. If you need immediate customer assistance, please reach out to us at 866-882-8187. Planet is here for you during this difficult time.

Planet understands natural disasters can complicate your financial situation. Our customer service professionals are standing by to help you with information about your options, and can even guide you through the process of moving forward with repairs to damaged property.

If you are not able to make your monthly payments, please reach out to Planet to discuss your options. You may qualify for a temporary forbearance. A forbearance is a temporary suspension of your mortgage loan payments to allow time to resolve your ability to pay your mortgage loan. The payments missed during the forbearance period will not be forgiven and at the end of the forbearance period you will be asked if you are able to pay the forborne payments or other alternatives will be provided, such as an extended repayment plan or a modification.

First Steps

After ensuring your safety, here are some actions you can take for you and your affected property.

Call your insurance agent and file your insurance claim:
- Your agent and their insurance company will evaluate the damages to your home.
- Some policies include assistance with temporary housing or food costs.
- The sooner you file your claim, the sooner you can receive assistance.
Call us and speak to one of our trained customer service professionals at 877-634-0988, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern.
- Have your temporary address information ready, if you’re not able to be in your home.
- We’ll walk you through all your options.
- Don’t know your loan number but need to make a payment? Call us to pay via phone free of charge.
The fastest way to apply for disaster assistance is through the federal website DisasterAssistance.gov. You can also apply by calling 1-800-621-3362 (TTY 1-800-462-7585) or through the FEMA mobile app.
If you’re not able to occupy your home, you might consider contacting your utility providers (electric, water, cable, etc.) to suspend services.

If you have already submitted a claim to your insurance company, please call Planet’s Loss Claims Department. They will be happy to walk you through the next steps. When you call, please have the following information available:

Name of Insurance Carrier
Claim Number
Date of Loss
Name and contact information of insurance adjuster

Frequently Asked Questions

FEMA: The Federal Emergency Management Agency

Where can I get FEMA information on the recent natural disaster?

FEMA’s website has extensive information at https://www.fema.gov/disaster

If I’ve been affected by a natural disaster, what are my options?

If your home or property is within a FEMA-declared disaster zone, you might be eligible for forbearance. If not, continue to check https://www.fema.gov/disaster for updates. If you are not in a declared disaster zone but are concerned about possible financial hardship, please call us at 866-882-8187, Monday through Friday, 8:30 a.m. to 9 p.m. Eastern.

Will you send documentation to FEMA about my property?

We’re sorry, but we cannot contact FEMA for you or apply for disaster relief on your behalf. The fastest way to apply for disaster assistance is through the federal website DisasterAssistance.gov. You can also apply by calling 1-800-621-3362 (TTY 1-800-462-7585) or through the FEMA mobile app.

Insurance

My insurance company sent me a check, but it is made out to Planet. How can I get the check endorsed?

Since federal law requires us to ensure your property is restored to normal as quickly as possible, we are typically listed as the payee on claim checks from insurance companies. This information is documented in your mortgage loan paperwork. For insurance questions, please call us at 877-634-0988, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern. We’ll explain how to handle your claim check.

I’ve received an emergency (or mitigations funds) check. How can I get it endorsed?

Emergency checks, sometimes called advance checks or good faith checks, are issued by your insurance company before a claims adjuster prepares an official claims worksheet. You’ll know it’s an emergency check if the check stub or letter from your insurance company mentions “emergency funds.” Please call us at 877-634-0988, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern so we can help you access those funds.

Communications and Who to Contact

Who do I contact about property damage?

Contact your insurance company about damage to your home or property. The sooner you do so, the sooner you can receive assistance and get your home back to normal. Once you’ve filed your claim and received your check, please call us at 877-634-0988, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern so we can assist you. When you call, please have the following information:

Name of Insurance Carrier

Claim Number

Date of Loss

Name and contact information of insurance adjuster

My property has been damaged by flooding, but I don’t have flood insurance. What should I do?

If your home or property has incurred flood damage but you do not carry flood insurance, call FEMA at 800-621-3362 or visit their site at https://www.fema.gov/disaster to see your options.

My home is damaged. Where can I go for immediate help and shelter for myself and my family?

Your safety is important. If you have any concerns about your property being unsafe, we urge you not to stay. For individual assistance with shelter, please see the list of resources at https://www.fema.gov/assistance/individual.

CAUTION: Scammers Are Active in Times of Disaster

Sadly, during emergency situations, scammers are eager to take advantage of people in need. Be on the lookout for phony inspectors, contractors, or fake offers of federal or state assistance. Government officials will never ask you for money to assist you. Legitimate government officials, contractors, inspectors, and insurance adjusters will always show you proper identification, if asked. You can also call the phone number listed on the agency or company’s website to confirm identities.