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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 gain 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 vendors access to the Reimbursement System?
  5. Is a Reimbursement System User Guide available?
  6. Who should I contact if I have Reimbursement System issues, or training questions regarding the system? Freddie Mac or the system vendor, CoreLogic?

Claims Processing

  1. I submitted a claim online. Why is the claim only being paid at 95 percent?
  2. Why would a loan not show up in the Reimbursement System?
  3. Can you please explain the new grass-cutting rule? I submitted grass-cutting semi- monthly expenses and they were denied by the system.
  4. I submitted two types of taxes for reimbursement with the same tax cycle. Which one will the tax penalty cover?
  5. What if a borrower redeems the property after I’ve been reimbursed by Freddie Mac for real estate owned (REO) related expenses?
  6. How do I verify the status of payment on an expense claim?
  7. How do I know my claim has been selected for audit?
  8. Can a rejected claim selected for audit be reconsidered for payment?
  9. What documents do I need to submit for audit?
  10. Why was one of my bankruptcy court expenses denied when I submitted all of my costs correctly?
  11. Why would the Reimbursement System deny mortgage insurance (MI) expenses?

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 will I know when my RPA is approved or rejected?
  4. Why can't I select certain expense codes when creating RPAs?
  5. Who can I contact regarding my RPA submission?

Reimbursement System Access and Contact Information

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

    To gain access to the Reimbursement System, you must complete and submit Form 1200, Reimbursement System User Setup. This form must be executed 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 for which you are requesting 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’ll be able to use the “Forgot Password” link to reset your password. If your account is deactivated, a message will appear informing you to contact the employee who is your system administrator.

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

    Yes. Servicers must follow Freddie Mac Single-Family Seller/Servicer Guide (Guide) requirements with regard to giving vendors access to the Reimbursement System. Such vendors are "Permitted Vendors" and may only use the system for submitting requests for pre-approvals (RPAs) via the RPA functionality in the Reimbursement System (see Guide Section 9701.3), or for submitting claims for Servicer reimbursement based on the expense and income codes, subject to any associated expense limits, listed in Exhibits 57, 1- to 4-Unit Property Approved Expense Amounts, 57A, Approved Attorney Fees and Titles Expenses, and 74, Expense and income Codes for Expense Reimbursement Claims.

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

  5. Is a Reimbursement System User Guide available?

    The Reimbursement System User Guide is available on the system’s homepage. Once logged in, you’ll find a link to “Support/Training” in the upper right-hand side of the screen.

  6. Who should I contact if I have Reimbursement System issues, or training questions regarding the system? Freddie Mac or the system vendor, CoreLogic?

    If you have Reimbursement System issues, or questions regarding Reimbursement System training, you should contact CoreLogic at ots.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 on 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.

    Similar to the initial authorization, a Servicer must follow the steps outlined in Guide Exhibit 98 and submit a new authorization agreement to the address provided.

Claims Processing

  1. 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.

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

    Not all Freddie Mac loans are in the Reimbursement System. There are several reasons why this may happen, including:

    • 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, and you believe that the loan should be reflected in the Reimbursement System, then you can click on the “Request Missing Loan” link located on the “Create Bill Header” page. Once your request is completed, the loan will be available in the Reimbursement System the following business day.

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

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

    The grass-cutting rule allows for semi-monthly (two cuts per month) expenses based on the calendar month, using the limits and an expense code found in Exhibit 57. For example, if the new cycle is January 1 to January 31, then two grass cuts are allowed during this period.

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

    Other than for loans secured by properties in California, the Reimbursement System will pay the first tax penalty on the first submitted tax claim entered in the system. Per Guide Section 9701.6, only one penalty is reimbursed per loan. However, for properties secured in California, the second tax penalty is reimbursable if it meets the requirements set forth in the Guide.

  5. What if a borrower redeems the property after I’ve been reimbursed by Freddie Mac for real estate owned (REO) related expenses?

    If you have questions on redemptions of REO properties following Freddie Mac's payment of reimbursement claims, please contact us at 104_Expense@freddiemac.com.

  6. How do I verify the status of payment on an expense claim?

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

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

    If you do not have access to the Bill Status column, please notify your system administrator to request that the column be added to the Bill Search queue.

  7. 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. Messages are also sent to the submitter via the Reimbursement System internal messaging system.

  8. Can a rejected claim selected for audit be reconsidered for payment?

    Typically, we will not reconsider an audited claim if it was rejected due to a missed deadline for submitting supporting documentation. For more information, please see Guide Section 9701.22.

  9. 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 over the “Required Documents” link to view the required documentation. Information can also be found in Guide Section 9701.21. Additionally, a notice is sent to the submitter through the internal messaging system with a list of the required audit documentation.

  10. 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 REO, and was not reported through electronic default reporting (EDR), a request for pre-approval (RPA) is required.

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

    There could be several reasons why the Reimbursement 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 required time frame for submissions set forth in Guide Section 9701.5.
    • 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.

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 will 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’s fees). Please read the information provided in the validation details carefully and make the necessary adjustments to the RPA. Please contact Customer Support (800-FREDDIE) if you need additional assistance.

  5. Who can I contact regarding my RPA submission?

    Please contact npl_invoices@freddiemac.com with any questions or concerns regarding RPAs.

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