Home Lending

Disaster Recovery


Our hearts go out to everyone affected by natural disasters, and we may be able to help. Please reach out to learn more about available options.


What if my property was damaged or destroyed?

Umpqua Bank’s Custom Construction team can help you with the process of getting your home repaired or rebuilt. Please see our Mortgage Insurance Claim Information sheet for instructions to get the claims process started, and contact the Custom Construction team with questions at (888) 622-9220 or MortgageHazardClaims@UmpquaBank.com


We understand that this is a difficult time, and our priority is helping to support our communities. If you are a current Umpqua Bank Home Lending customer, we will waive the origination fee when you purchase or build a new home. If you are not a current Home Lending customer, we will waive the origination fee if you rebuild your home in the same location. Please reach out to any Home Lending Loan Officer for more details.


What if I can’t pay my mortgage?

If you are unable to pay your mortgage due to a natural disaster, you may be eligible for disaster forbearance, which allows you to stop making payments for a period of time. Please see our Disaster Forbearance FAQs below for more information and contact the Home Preservation team at (866) 743-4931 to speak to a Home Preservation Officer or reach out by email to HomePreservation@UmpquaBank.com.


Our Home Preservation Officers are available Monday through Friday (except holidays) between 8 a.m. and 5 p.m. Pacific Time.


Disaster Forbearance FAQs

Are disaster forbearance options available to anyone with a mortgage?

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.

How do I know if I’m eligible for hardship assistance?

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.

When should I request a forbearance?

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.

What is a disaster forbearance?

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.

How will I know Umpqua received my hardship request?

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.

Will my loan get referred to foreclosure while I’m on a disaster forbearance plan?

No. Once you accept the plan, your loan will be protected from any foreclosure action.

Do I need to remain on the forbearance plan if my hardship has resolved prior to the end of the disaster forbearance plan?

No. If you have returned to work and your hardship has been resolved, please contact us immediately to discuss the best course of action.

What happens if I need more time when the disaster forbearance ends?

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.

Do I have to repay the payments at the end of the disaster forbearance?

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.

What happens after the disaster forbearance ends?

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.
Can I pay less than my mortgage payment while on a disaster forbearance?

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.

What happens to my escrow, do I need to pay property taxes and insurance?

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.

Will I get assessed late charges while I’m on a disaster forbearance plan?

If you are offered and accept a disaster forbearance plan, no late charges will accrue.

How will my credit get reported to the credit bureaus?

Umpqua Bank will not adversely credit report your loan(s) while on an approved forbearance plan.

Will my mortgage statement show past due amounts?

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.

Will I get late notices?

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

Is Umpqua Bank staying open during the natural disaster?

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.

Is my money safe at the bank?

The funds you have on deposit at Umpqua Bank are safe under the Federal Deposit Insurance Corporation (FDIC). In general, each individual’s ownership on deposit accounts is insured for up to $250,000. For more specific coverage questions please visit the FDIC website.

How secure or fireproof is the bank vault and items in a safe deposit box?

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.

My wallet and debit card are gone. How can I get money from my account?

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.

I lost all our account statements and financial documents at home. How do I get copies?

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.

What’s the best way to access credit in an emergency?

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.

Can I skip a loan payment?

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.
What happens to my home equity line of credit or mortgage loan when my home is lost due to a disaster?

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.

  • For a Home Equity Line of Credit, contact the Consumer Loan Team at (800) 621-1970.
  • For a Mortgage Loan, contact Umpqua Bank Mortgage Hazard Claims at (888) 622-9220.
What loan options are available for rebuilding?

Umpqua Bank Home Lending offers a variety of loan options including construction loans to assist our customers. To speak with a Mortgage Loan Officer, contact your local Umpqua Bank store or call our Home Lending Team at (866) 470-2852.

My insurance check is made payable to me and the bank, how does that work?

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.


Additional Resources

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.