Servicing Guide

Published November 10, 2020

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What are the servicer requirements for performing remote insured loss repair inspections?

For mortgage loans that are current or less than 31 days delinquent at the time of the loss event, the servicer is authorized to use borrower-submitted photos and/or video, or conduct servicer-directed video calls with the borrower to document the progress or completion of repairs of the property, provided that the conditions listed in the following table are met.

The photo and/or video must…
  Allow the servicer to determine the repairs are from the location of the property.
  Authenticate when taken and that such photos or video were not altered in any way.
  Clearly identify the repairs that are being documented and confirm the repairs
  • were completed in accordance with the insurance adjuster’s itemized estimate and the repair plan, and

  • do not affect the safety, soundness or structural integrity of the property or the ability to obtain an occupancy permit.

Note: For remote inspections conducted by video call with the borrower, the servicer must retain video and/or photo records of the call that clearly document the servicer’s compliance with the above requirements.

For more information please see: B-5-01, Insured Loss Events.

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If you have additional questions, Fannie Mae customers can visit Ask Poli to get information from other Fannie Mae published sources.

Guide Resources

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