Our hearts go out to everyone who has been affected by the recent wildfires. If you’ve been impacted, we may be able to help. Please reach out to learn more about what options are available.
What if my property was damaged or destroyed?
Umpqua Bank’s Custom Construction team will assist you with the process of getting your home repaired. Please see our Mortgage Insurance Claim Information sheet for instructions on what you need to do to get the claims process started. Please contact the Custom Construction team at (888) 622-9220, or by email at MortgageHazardClaims@UmpquaBank.com with questions.
What if I can’t pay my mortgage?
If you are unable to pay your mortgage due to the recent wildfires, you may be eligible for disaster forbearance. This allows you to stop making payments for a period of time. Late fees will be suppressed and no negative credit reporting will occur. Please call (866) 743-4931 to speak to a Home Preservation Officer. The team can also be reached by email at HomePreservation@UmpquaBank.com. Please see our disaster forbearance FAQs below for more information.
Our Home Preservation Officers are available during normal business hours, Monday through Friday (except holidays) between 8 a.m. and 5 p.m. Pacific Time.
Disaster Forbearance FAQ
Borrowers who can make their payments should continue to do so. Forbearance options are limited to those who have experienced a financial hardship that has impacted their ability to make their monthly mortgage payment.
Eligibility for the forbearance is limited to Borrowers who have experienced a hardship resulting from a natural disaster which has impacted their ability to make their monthly mortgage payment.
While Borrowers must contact our Home Preservation department, there is no rush! Mortgage payments are typically due the 1st of the month and are not delinquent until the 16th of the month. The forbearance review process is not complex, we have been using it for years to help customers through natural disasters. Borrowers don’t need to call immediately.
A disaster forbearance is a plan to help Borrowers work through a temporary, unresolved hardship that provides for a period of reduced or suspended payments. Be advised that if your payments are suspended, they are not forgiven, and interest will accrue.
Upon receipt of your request for hardship assistance, we will send an acknowledgment letter no later than 5 business days after receipt of your request.
No. Once you accept the plan, your loan will be protected from any foreclosure action.
No. If you have returned to work and your hardship has been resolved, please contact us immediately to discuss the best course of action.
It is important to stay in contact with Umpqua Bank during your forbearance because we can extend the plan if your hardship has not been resolved at the conclusion of the forbearance plan.
The forbearance plan is a temporary offering only. The payments missed while on the forbearance plan will become due upon conclusion of the forbearance plan. If you are unable to pay the past due payments, there are other options available to cure your delinquency. If you are at all able to continue making payments during the forbearance, please do so.
We will reach out to you about 30 days before your forbearance plan is scheduled to end to determine which assistance program is best for you at that time – a repayment plan, loan modification, or even an extension of the forbearance period if needed. The best solution will depend on your current financial situation and could include the following options:
- If you are able to afford it, you can reinstate which means paying the total amount due, or we can set up a repayment plan, allowing you to catch up gradually while you are paying your regular monthly payment.
- If you can’t afford the additional amount, but you can resume making your normal monthly payment, we can leverage alternative ways of paying back the suspended payments in a manner that is affordable.
- If you have a sustained reduction in income resulting from the crisis, then we can look at a modification (changes to the terms of your loan) that might suit your new circumstances; those changes will aim to reduce your original monthly payment amount.
Yes, if you want to make payments but you are unable to pay the full amount due, you will need to contact Umpqua Bank to advise of the amount that you will pay. Upon speaking with an Umpqua Bank representative, your account will be notated for us to process the payment appropriately.
If your account is escrowed for taxes and insurance, Umpqua Bank will continue to pay your taxes and insurance while you are on a forbearance plan. This may cause an increase to your shortage payment the next time an escrow analysis is performed. If you wish to pay the impounds, please contact Umpqua Bank prior to sending the amount. See previous response for more details.
If you are offered and accept a disaster forbearance plan, no late charges will accrue.
Umpqua Bank will not adversely credit report your loan(s) while on an approved forbearance plan.
Yes, your statements must reflect the amount you have not paid in compliance with federal regulation. You will not be reported past due to the credit reporting agencies.
Yes, Borrowers that have been placed on a disaster forbearance (or any other loss mitigation plan) will continue to receive required delinquency notices in compliance with federal regulation. You may disregard them, and you will not be reported as delinquent to the credit reporting agencies.
Natural Disaster FAQs
As an essential business, we are committed to staying open and supporting our customers with their needs. We will follow evacuation guidelines along with the communities we are in. There may be times that some locations have reduced hours to support our associates who may also be under evacuation orders or working in unhealthy conditions. You can reach us via phone at (866) 486-7782 or securely chat with a banker on the Umpqua Go-To app.
Bank vaults are typically made of thick reinforced concrete walls to protect the contents inside the safe deposit boxes. In natural disasters, we have seen vaults standing when the rest of the bank building is reduced to rubble. We can’t give 100% guarantee that items will not be damaged, but as your bank, we are committed to protecting your assets that you have trusted to us for safekeeping.
Please call our Customer Resource Center at (866) 486-7782, message us via Go-To, or contact a local Umpqua Bank store and talk with our associates regarding your situation. We will do what we can to identify you through alternate methods, replace your debit card, help you access cash, and secure your accounts.
Umpqua Bank retains digital copies of statements, checks, deposits, and other transactions for up to seven years. For your security, we recommend enrolling in Online Statements to start building an archive of your bank statements that can only be accessed by you with a secure login. If there is a specific statement or other copy you need, you can request that by calling our Customer Resource Center at (866) 486-7782.
Umpqua Bank offers several credit options to help eligible customers get access to funds quickly. In addition to our regular credit products, Umpqua Bank also has a Disaster Relief Loan Program for customers who have been impacted by local natural disasters. For more information please call an associate at your local Umpqua Bank store or call our loan by phone hotline at (866) 790-2121.
Skip payment requests are reviewed on a case-by-case basis. Please contact the Umpqua Bank loan team based on the type of loan you currently have.
- For Consumer loans including auto loan, personal loan & line, and Home Equity Line of Credit, call the Consumer Loan Team at (800) 621-1970.
- For Mortgage Loans, contact the Mortgage Home Preservation Team at (866) 743-4931.
- For Small Business Loans, please contact our Small Business Team at (833) 898-0979.
The most important thing is that you are safe and secure after evacuating your home. Umpqua Bank will partner with you and your insurance company to manage the financial side of this process. Once you have filed a claim with your insurance company, contact our loan team based on the type of loan you currently have to determine the next steps.
When property such as a home or auto is damaged and that property is collateral for a loan, the insurance company will typically make the check payable to both the property owner and the bank. This ensures that the property is restored to its original or improved state. The bank will work with you to determine how much of the check is applied to their loan balance or is paid directly to the business completing repairs. For an Auto Loan or Home Equity Line of Credit, please contact your local Umpqua Bank store.
For a Mortgage Loan, please contact Umpqua Bank Mortgage Hazard Claims at (888) 622-9220.
To learn more about how to prepare for a natural disaster, what to do following a disaster, and various relief programs and loans available to homeowners who have been affected by natural disasters, please refer to Disaster Recovery: A Resource for Homeowners.