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Reimbursement System FAQs

The following are answers to frequently asked questions about the Freddie Mac Reimbursement System.

Reimbursement System Access and Contact Information

  1. How do I get access to the Reimbursement System?
  2. Where can I log into the Reimbursement System?
  3. How do I reset my password?
  4. Are Servicers permitted to give access to the Reimbursement System to property preservation vendors?
  5. Is a Reimbursement System User Guide available?
  6. Whom do I contact if I have Reimbursement System issues, or training and process-related questions regarding the system? Freddie Mac or the system vendor, CoreLogic®?

Claims Processing

  1. Why does Freddie Mac have to receive credit from the taxing jurisdiction prior to re-keying a claim when requesting to re-key expenses for taxes that were paid at closing by Freddie Mac?
  2. If a loan has a repurchase flag and previous expenses claimed by the Servicer were returned back to Freddie Mac, can I request the re-keying of those expenses if the repurchase is no longer required by Freddie Mac?
  3. I submitted a claim online. Why is the claim only being paid at 95 percent?
  4. Why would a loan not show up in the Reimbursement System?
  5. Can you please explain the new grass-cutting rule? I submitted grass-cutting semi- monthly expenses and they were denied by the system.
  6. I submitted two types of taxes for reimbursement with the same tax cycle. Which one will the tax penalty cover?
  7. How do I verify the status of a check?
  8. Why doesn't the Reimbursement System allow me to file a short sale claim prior to the population of the Get Actual (GA) date since we always file third-party claims prior to GA?
  9. How do I know my claim has been selected for audit?
  10. Can a claim selected for audit that has been rejected be reconsidered for payment?
  11. What documents do I need to submit for audit?
  12. Why was one of my bankruptcy court expenses denied when I submitted all of my costs correctly?
  13. Why would the Reimbursement System deny mortgage insurance (MI) expenses?
  14. Why does the system indicate I need to file a non- REO claim when I have a property that is in REO status?
  15. Why doesn't the Reimbursement System have a Home Affordable Modification program (HAMP) option so I am able to submit HAMP expenses to claim?

Designated Counsel Processing

  1. Why can't I file Designated Counsel expenses?
  2. Why are supporting documentation and proof of payment required when Form 104 DCs, Statement of Loan, Workout and REO Expenses and Income – Designated Counsel/Trustee, are selected for audit?

Request for Pre-Approval

  1. How do I know if the loan is REO or non-REO when I submit an RPA?
  2. How can I find out the reason my RPA was rejected?
  3. How would I know when my RPA is approved or rejected?
  4. Why can't I select certain expense codes when creating RPAs?
  5. Why was my claim rejected for being late despite that fact that it was an approved RPA?
  6. Whom can I contact regarding my RPA submission?

Reimbursement System Access and Contact Information

  1. How do I get access to the Reimbursement System?

    In order to gain access to the Reimbursement System, you must complete and submit Form 1200, Reimbursement System User Setup. This form must be authorized by an officer (vice president or higher) of your organization. Additionally, a W9 Form, Request for Taxpayer Identification Number and Certification, must be submitted, along with a list of all your organization's Freddie Mac Seller/Servicer numbers who will need system access. For more information, please visit the Reimbursement System Web page on FreddieMac.com.

  2. Where can I log into the Reimbursement System?

    Login access is available on the Servicing Technology Tools Web page.

  3. How do I reset my password?

    You must contact the employee who is your system administrator to reset your system password.

  4. Are Servicers permitted to give access to the Reimbursement System to property preservation vendors?

    Yes. Servicers must follow the Freddie Mac Single-Family Seller/Servicer Guide (Guide) requirements regarding giving access to the Reimbursement System to property preservation vendors. Such vendors are "Permitted Vendors" and may only use the system's request for pre-approval functionality for property preservation work that exceeds our expense limits listed on Guide Exhibit 57, 1- to 4-Unit Property Approved Expense Amounts.

    As part of the "Permitted Vendor" requirements, we have created Guide Exhibit 92, Reimbursement System User Agreement – Permitted Vendor. Any Servicer who grants access to the Reimbursement System to a Permitted Vendor must obtain from each Permitted Vendor an original Guide Exhibit 92, signed by a vice president or other senior level officer of the Permitted Vendor.

  5. Is a Reimbursement System User Guide available?

    Yes, please submit the request for a User Guide to 104_expense@freddiemac.com and we will send you a copy within two business days.

  6. Whom do I contact if I have Reimbursement System issues, or training and process-related questions regarding the system? Freddie Mac or the system vendor, CoreLogic®?

    If you have Reimbursement System issues, process-related questions, or questions regarding Reimbursement System training, you should contact CoreLogic at ots.vendorscape.support@corelogic.com or their customer support line at 800-767-7834 and choose Option 1, between 8 a.m.-8 p.m. ET, Monday-Friday. Contact CoreLogic for questions regarding the following topics:

    • User setup
    • Training
    • Use and navigation through the system
    • Queue access and administration
    • Batch data load assistance
    • Any technical or system issues or errors

    If you have any other Reimbursement System-related questions, you should email them to 104_expense@freddiemac.com.

Claims Processing

  1. Why does Freddie Mac have to receive credit from the taxing jurisdiction prior to re-keying a claim when requesting to re-key expenses for taxes that were paid at closing by Freddie Mac?

    You are required to check REO Manager® and/or utilize the Sale Pending and Sale Fall through reports prior to paying taxes to ensure that they are not being paid twice by both the Servicer and Freddie Mac. It is a Guide requirement for us to pay any outstanding taxes in order to complete the closing. We must have a refund of the overpayment from the taxing jurisdiction in order to pay a tax expense claim submitted by you and paid by Freddie Mac.

  2. If a loan has a repurchase flag and previous expenses claimed by the Servicer were returned back to Freddie Mac, can I request the re-keying of those expenses if the repurchase is no longer required by Freddie Mac?

    Expenses are not payable once a loan has been repurchased. If the loan is an alternative repurchase, a request should be sent to 104_expense@freddiemac.com.

  3. I submitted a claim online. Why is the claim only being paid at 95 percent?

    Payments are made based on Freddie Mac's pro rata interest in the mortgage. For example, if we own 95 percent of the mortgage, the reimbursement will be made at 95 percent.

  4. Why would a loan not show up in the Reimbursement System?

    All Freddie Mac loans are not in the Reimbursement System and there are several reasons why this may happen. Some reasons include:

    • The loan was paid off more than two years prior to the current date.
    • You may not have access to submit a claim.
    • An incorrect loan number is being used.
    • The loan is not in default status.
    • The loan is not in a payable status.

    Only loans in a delinquent status are in the system. If a valid Freddie Mac loan number is being used, a request can be made to request the loan. In the overnight process, the loan will become available in the system. Please contact 800-FREDDIE or 104_expense@freddiemac.com for additional assistance.

  5. Can you please explain the new grass-cutting rule? I submitted grass-cutting semi- monthly expenses and they were denied by the system.

    Allowable grass cuts are paid twice on a rolling month cycle. For example, from April 15 – May 15, you can submit two grass cuts. The new cycle starts with the submission of the next grass-cut expense and two grass cuts can be claimed within 30 days from the start date. For example, a new cycle is from May 20 – June 20.

  6. I submitted two types of taxes for reimbursement with the same tax cycle. Which one will the tax penalty cover?

    The Reimbursement System will pay the first tax penalty on the first submitted tax claim entered in the system. Per Guide Chapter 71.14, only one penalty is paid per loan.

  7. How do I verify the status of a check?

    To find the status of a check, please follow these steps:

    • Go to the My Queue, Billing, Bill Search Queue.
    • Enter the check, bill, or loan number.
    • Under the Bill Status column, you will see the status of your claim. Double-click on the applicable claim.
    • Click on Payment Status from the Quick Menu.

    If the bill number starts with a "4," and has a paid date, the check has cleared the bank. You may use the paid date to identify where the payment was posted in your office. If you do not have access to the Bill Status column, please notify your system administrator to request that the column be added.

  8. Why doesn't the Reimbursement System allow me to file a short sale claim prior to the population of the Get Actual (GA) date since we always file third-party claims prior to GA?

    Currently, the Reimbursement System does not support this functionality. However, we are working on updating the system to support submitting short sales in the future.

  9. How do I know my claim has been selected for audit?

    Claims selected for audit are routed to the Pre-Audit Servicer Queue. Access to this queue is provided by your system administrator.

  10. Can a claim selected for audit that has been rejected be reconsidered for payment?

    Typically, we will not reconsider an audit if it was rejected due to a missed deadline for submitting supporting documentation.

    If additional submission time is required, a five-day extension is available through the Reimbursement System. The extension must be requested prior to the expiration of the documentation deadline date. You can locate the extension request through the Reimbursement System Quick Menu option on the left-hand side. If there are mitigating circumstances that require review, please submit the information to 104_expense@freddiemac.com.

  11. What documents do I need to submit for audit?

    A list of the required documents can be found in the Reimbursement System through the Quick Menu option. Hold the mouse on the Required Documents link to view the required documentation. Additionally, a notice is sent to the submitter through the internal messaging system with a list of the required audit documentation.

  12. Why was one of my bankruptcy court expenses denied when I submitted all of my costs correctly?

    If the bankruptcy was identified after the loan rolled to real estate owned (REO), and was not reported through electronic default reporting (EDR), a request for pre-approval (RPA) is required.

  13. Why would the Reimbursement System deny mortgage insurance (MI) expenses?

    There could be several reasons why the system would deny your MI expenses. Some reasons are:

    • Incorrect from/to dates were provided for the expense request.
    • The claim was filed outside of the time frame submissions that can be found in Guide Chapter 71.13.
    • The loan is not covered by MI.

    An explanation for any denied MI expenses can be found by:

    • Going to the Bill Search Queue.
    • Enter the bill number or Seller/Servicer number. Double-click on the appropriate claim.
    • Select the Quick Menu option and click on Event History. The explanation for the denial will be displayed.

    Please contact 800-FREDDIE or email 104_expense@freddiemac.com for additional assistance.

  14. Why does the system indicate I need to file a non- REO claim when I have a property that is in REO status?

    This is a known system issue that is in the process of being corrected. In the interim, please submit your re-key request to 104_expense@freddiemac.com for review.

  15. Why doesn't the Reimbursement System have a Home Affordable Modification program (HAMP) option so I am able to submit HAMP expenses to claim?

    Servicers are required to report HAMP events through EDR. EDR codes 09 and HAMP "H" codes, which include codes H6 through H9, must be reported in order for the Reimbursement System to recognize the loan as eligible for HAMP expenses. Other "H" codes may be required for additional modification reviews. If the appropriate codes have not been reported, Servicers will not be allowed the option to submit HAMP expenses.

    For more information on HAMP expenses and HAMP activity reporting requirements, please review Guide Sections C65.8 (h) and C65.11 (a).

Designated Counsel Processing

  1. Why can't I file Designated Counsel expenses?

    Freddie Mac Designated Counsel firms are responsible for creating claims in the Reimbursement System. However, the Servicer must submit the claim to Freddie Mac once it is reviewed for accuracy. Inaccurate claims must be released back to the firm for corrections.

  2. Why are supporting documentation and proof of payment required when Form 104 DCs, Statement of Loan, Workout and REO Expenses and Income – Designated Counsel/Trustee, are selected for audit?

    Supporting documentation and proof of payment are standard required documents for auditing a claim.

Request for Pre-Approval

  1. How do I know if the loan is REO or non-REO when I submit an RPA?

    The Reimbursement System will route the RPA request to the appropriate queue based on the expense code and the status of the loan.

  2. How can I find out the reason my RPA was rejected?

    To find out the reason why an RPA was rejected, please follow these steps:

    • Go to the Bill Search Queue.
    • Enter the bill number and the appropriate RPA will appear. Double-click on the RPA to open it.
    • Click on Quick Menu option and select Status History. The explanation for the rejection will be displayed.
  3. How would I know when my RPA is approved or rejected?

    An automated message is sent internally to the individual who submitted the RPA whenever that RPA is approved or rejected. You can also check the status of any RPA using the bill search queue. To use this option:

    • Go to the My Queue, Billing, Bill Search Queue.
    • You can locate RPAs based on specific filters or combinations of filters such as submitter name and date of submission, which will pull up all RPAs submitted by an individual for a certain date.
    • The status of the RPA will be viewable under the bill status column.
  4. Why can't I select certain expense codes when creating RPAs?

    Certain expense codes may be deactivated on a particular loan based on the time of year (grass cuts) or loan status (attorney fees). Please read the information provided in the validation details carefully and make the necessary adjustments to the RPA. Please contact 800-FREDDIE if additional assistance is needed.

  5. Why was my claim rejected for being late despite that fact that it was an approved RPA?

    The claim could have been rejected due to the following reasons:

    • The claim and RPA types did not match. If the claim you are submitting late is an initial Form 104SF, Statement of Loan, Workout and REO Expenses and Income, the approved RPA would have to be an initial 104SF. If the claim is a supplemental 104SF, the RPA would have to be a supplemental 104SF.

    • The RPA did not include an extension of days field. An extension of days field is required on all late submission RPAs. The system does not recognize bill note comments and an RPA requesting more time in the comments section will be of no value if it doesn't also contain the extension of days line item. When creating an RPA, you can add the extension of days by:

      • Clicking add line item.
      • Selecting extension of days from the filter line item by section.
      • Clicking the down arrow on the drop-down box and selecting "Extension to Submit – Submission of Extension of Days."
      • Enter the number of days needed to submit your claim in the Quantity box.
      • Click Save.

    • The extension of days has expired. An approved RPA for an extension of days provides you with a window, equal to the number of days selected, to submit your claim. Once that window closes, the RPA is no longer valid and a new one is unlikely to be approved. As a result, please select the number of days needed to submit the claim. Any selection up to 15 days is acceptable.

  6. Whom can I contact regarding my RPA submission?

    Please contact 800-FREDDIE with any questions or concerns regarding RPAs.

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