Disaster relief request
How do we take disaster relief requests from borrowers in a declared area, check eligibility under the investor's rules, and record the forbearance or payment deferral?
Match the loan to the declaration and offer the relief by rule. Callvu classifies each request (or each loan in the declared area the servicer reaches out to) against the federal or state declaration, the investor's disaster relief rules for the declaration, the property's location in the declared area and the loan's status, offers the relief the rules provide (a disaster forbearance on the borrower's attestation, with the suspended payments and the exit options explained), captures the borrower's acceptance on a secure screen, routes a request outside the rules to the loss mitigation specialist in the Decision Desk, and writes the relief with its term, the credit reporting treatment and the exit review to servicing.
In scopeSimpleCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
Two weeks after the hurricane, borrowers were still being asked for hardship letters the investor had waived.
A storm hits. The investors announce disaster relief: forbearance on a borrower's attestation for loans in the declared counties, no late charges, suspended credit reporting of the delinquency, and specific exit options. The servicer's call center, working from the standard loss mitigation script, asks for documents, and borrowers without a home or a printer give up.
Disaster relief has its own rules per investor and per declaration: which declarations qualify (a federal major disaster declaration with individual assistance, or the investor's own), which properties (in the declared area, or damaged outside it), the initial forbearance term and extensions on attestation, the suspension of fees, foreclosure and reporting, the outreach the servicer must make, and the exit options (reinstatement, a repayment plan, a payment deferral, a modification). The declaration's geography and dates are data.
The relief should be as fast as the declaration.
How it runs
From the requestto the system of record.
A disaster declaration is published, and a borrower requests relief in any channel, or the servicer's outreach reaches a loan in the declared area. Callvu opens the relief case on the loan.
- Borrower
- Requests relief, attests to the impact, reads the terms and accepts on a secure screen.
- Loss mitigation specialist
- Decides requests outside the rules in the Decision Desk.
- Servicing
- Books the relief, the fee and reporting suspensions and the foreclosure hold.
- Callvu
- Classifies against the declaration and the rules, offers, captures acceptance, routes and writes.
Classify
The declaration (the type, the areas, the incident dates), the property's location against the declared area, the investor's disaster rules for that declaration, the loan's status (current, delinquent, in a plan, in foreclosure) and any prior disaster relief classify the relief available: the forbearance term on attestation, the suspensions, and the exit options.
Decide and offer
A loan inside the rules is offered the relief by rule with the borrower's attestation of the impact; a property outside the declared area but damaged, a loan already in foreclosure, or a repeat request goes to the loss mitigation specialist in the Decision Desk with the classification and only the allowed outcomes. The terms (the suspended payments and that they are not forgiven, the term, the fee and reporting suspensions, the foreclosure hold, the exit options) are disclosed and the borrower accepts on a secure screen.
Write back
The relief with its start and end dates, the late charge waiver, the credit reporting treatment, the foreclosure and collection hold, and the exit review date are written to the servicing system; the investor is reported as its rules require.
Review at the end
Before the end date, the exit review opens and offers the investor's options for the disaster (reinstatement, a repayment plan, a payment deferral that moves the suspended payments to the end of the loan, or a modification) through their processes, with an extension where the rules and the borrower's continued hardship allow.
Where it ends: Every borrower in the declared area had the relief the investor's rules provide, on attestation, with terms they accepted, and servicing holds the relief with the suspensions and the exit review. The Decision Trace shows the declaration match and the classification; the Audit Trace shows the request, the acceptance and the writes.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel, including the servicer's outreach; the borrower attests and accepts on a phone, which is often all they have.
The back office
The specialist decides only exceptions; servicing books from the acceptance.
The Decision Desk
- A property outside the declared area but damaged, a loan in foreclosure, or a repeat request goes to the loss mitigation specialist in the Decision Desk with the classification and only the allowed outcomes.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
Who is eligible?
Borrowers whose property is in the declared area (or otherwise affected under the investor's rules), matched from the declaration's geography and dates, on their attestation of the impact.
Are documents required?
Not for the initial relief where the investor waives them; the attestation is captured and the terms accepted on a secure screen.
What happens at the end of the forbearance?
The exit review offers the investor's options: reinstatement, a repayment plan, a payment deferral or a modification, through their processes, with an extension where the hardship continues.
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