By Tyler Plack
Tyler Plack is the Chief Executive Officer of South River Mortgage. He joined the company as a founding employee in 2017 and served as President before becoming CEO in 2026. Tyler holds an active FHA Direct Endorsement (DE) underwriting certification.
Existing loan: how to contact your servicer
A death in the family can leave you with questions about the home and an existing reverse mortgage. Start by identifying the loan servicer and gathering the loan documents. The next steps depend on the loan and who remains in the home; a general article cannot establish your family’s rights or deadlines.
In this article4 sections
Check who is on the loan
A co-borrower and a relative who simply lives in the home are not the same thing. For a Home Equity Conversion Mortgage (HECM), an eligible non-borrowing spouse may have protections that affect when repayment becomes due. Ask the servicer to confirm the loan’s borrower and spouse records and explain which requirements apply. The CFPB explains why borrower and spouse status matters.
Ask for the next steps in writing
Read the due-and-payable notice and contact the servicer promptly. Ask for the response deadline, repayment options, documentation and any available extension in writing. Do not assume that an extension is automatic. If heirs want to keep or sell the home, ask the servicer which HECM repayment and transfer rules apply to the loan and proposed transaction. A HUD-approved housing counselor or attorney can help you understand the options. Ask the servicer and an attorney about any proposed transfer of the property and its consequences before signing.
For a new reverse mortgage, use our reverse mortgage calculator to explore your options.
For a new reverse mortgage, request a personalized quote from South River Mortgage.
Organize the conversation
Keep a folder with the latest mortgage statement, notices and correspondence. Ask what documents the servicer needs and how to submit them securely. Record the date, contact and next action for each conversation. For help identifying account information, see our reverse mortgage statement guide.
Questions families ask
Does living in the home make me a borrower?
No. Ask the servicer to confirm your status on the loan and ask an attorney about ownership separately.
How much time do we have?
Use the notice and the servicer’s written instructions for the loan. Request clarification promptly rather than relying on a general timeline.
What if we want to keep or sell the home?
Ask the servicer for the applicable repayment and transfer requirements and discuss the proposed transaction with an attorney or HUD-approved housing counselor.
For an existing account, use your servicer’s verified contact details.
