What to do when a Carrington Mortgage account holder dies
Report the death to Carrington Mortgage's Loan Servicing Customer Contact Center at 1-800-561-4567
When an account holder at Carrington Mortgage dies, the executor contacts the Loan Servicing Customer Contact Center (1-800-561-4567) to report the death and request the balance as of the date of death. The balance is a claim against the estate: it is paid from estate assets, in the order the state sets, before anything reaches the heirs.
Gather the account holder's full name, date of birth, and any known account or policy numbers before contacting Carrington Mortgage.
Death claim process
Follow these steps to file a death claim with Carrington Mortgage:
Filing a claim
- Online: log in and open "Third Party Authorization", with the loan number and a password identifier for the third party
- By phone: give a verbal authorization to Customer Service at 1-800-561-4567
- On paper: the Third-Party Authorization Form, signed by all borrowers, mailed to P.O. Box 5001, Westfield, IN 46074 or faxed to 1-800-486-5134
- Carrington asks for 30 business days to process a form sent by fax or mail
- Mail the Mortgage Assistance Application to Carrington Mortgage Services, LLC, Loss Mitigation Department, 500 North State College Boulevard, Suites 1030, 1300, and 1400, Orange, CA 92868
- Carrington acknowledges receipt by mail within five business days and gives a decision within 30 calendar days once the application is complete
- Successor in Interest Application: the property was transferred to you and you now appear on the deed
- Executor of Estate Application, or Successor Trustee Application
- Each packet says to email the completed forms and documents to support@valon.com
- The article gives support at 855-218-3690 (Monday to Friday, 9 a.m. to 8 p.m. ET) and support@carringtonms.com
Required Documents
- Death certificate, or an obituary or newspaper article reporting the death, for a Mortgage Assistance Application where the hardship is the death of a borrower or of the primary or secondary wage earner
- Third-Party Authorization Form, to authorize a third party by mail or faxSigned by all borrowers on the loan.
- Mortgage Assistance Application, if payment relief is being requestedCarrington says documentation requirements vary by loan type. Beside the application it posts Form 4506C, a sample profit and loss statement for self-employed applicants and the FHA Imminent Default Certification Form.
- Photo ID, deed showing you own the property, and death certificate, for the Successor in Interest Application on a loan formerly serviced by ValonA copy of each.
- Photo ID, property deed, death certificate, and Letters, for the Executor of Estate Application on a loan formerly serviced by ValonA copy of each, with Letters Testamentary if the deceased left a will or Letters of Administration if not.
- Photo ID, deed showing the property transferred to the trust, and the trust, for the Successor Trustee Application on a loan formerly serviced by ValonA copy of the trust that names the grantor, trustee (including substitutes) and beneficiaries.
Forms Carrington Mortgage issues6
- Third-Party Authorization Form
Completed by the borrowers on the loan. Available to download.1
- Mortgage Assistance Application
Available to download.2
- Payoff Quote Request (third party)
Completed by a third party representing a borrower, such as a broker or agent. Completed online.3
- Successor in Interest Application
Completed by a person who now appears on the deed, on a loan formerly serviced by Valon. Available to download.4
- Executor of Estate Application
Completed by the executor, on a loan formerly serviced by Valon. Available to download.5
- Successor Trustee Application
Completed by the successor trustee, on a loan formerly serviced by Valon. Available to download.6
What happens to each kind of account1
- Loan
Carrington says that "in cases of property transfer or inheritance where a sale is not initiated, the process for assumption of a mortgage may be simpler," and directs those cases to its Loan Servicing Customer Contact Center.7
Carrington says "FHA and VA mortgages can be assumed," and that an assumption needs its approval of the full transfer of liability, with the person assuming the loan qualifying on credit and income.7
Carrington's Mortgage Assistance Application lists "Death of borrower or death of either the primary or secondary wage earner" as a hardship.2
Carrington lists a repayment plan, forbearance, loan modification, pre-foreclosure or short sale, and deed-in-lieu of foreclosure as examples of mortgage assistance, and says options vary by the investor or insurer of the loan.8
On a loan formerly serviced by Valon, Carrington says a successor in interest, executor or successor trustee can access the account, make payments and receive communications about the loan without collections communications or negative credit reporting.9
On a loan formerly serviced by Valon, a non-relative may apply, and Carrington says "you do not need to assume the loan" to keep living in the home or making payments.9
On a loan formerly serviced by Valon, a confirmed applicant receives an acknowledgment form recognizing their status on the account.4
Federal law on calling a home loan after a death
These exemptions apply to a loan secured by residential real property containing less than five dwelling units.12 U.S.C. § 1701j-3(d); 12 CFR 191.5(b), 141.14Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer by devise, descent, or operation of law on the death of a joint tenant or tenant by the entirety.12 U.S.C. § 1701j-3(d)(3); 12 CFR 191.5(b)(1)(iii)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer to a relative resulting from the death of a borrower.12 U.S.C. § 1701j-3(d)(5)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer where the spouse or children of the borrower become an owner of the property.12 U.S.C. § 1701j-3(d)(6)Verified Oct 3, 2026View source
A federal regulation sets further conditions on these transfers.12 CFR 191.5(b)(1)(v)Verified Oct 3, 2026View source
Accounts handled elsewhere5
- Carrington property tax unit
Property taxes on the loan10
Phone: 1-844-580-3677
Fax: 1-817-826-0406
Hours: Monday-Friday 8:00 AM-8:00 PM ET
Mailing address: Carrington Mortgage Services, LLC, P.O. Box 9213, Coppell, TX 75019-9229
- Southwestern Business Corp (SWBC)
Insurance documents on the loan10
Phone: 1-866-735-4867
Fax: 1-866-493-1441
Hours: Monday-Friday 8:00 AM-8:00 PM ET
Mailing address: Carrington Mortgage Services, LLC, ISAOA / ATIMA, P.O. Box 692408, San Antonio, TX 78269-2408
- SWBC Loss Draft Department
Repairs for property damage paid from insurance claim funds (loss drafts)10
Phone: 1-866-328-0343
Email: cms_lossdraft@swbc.com
Fax: 1-866-328-0330
Hours: Monday-Friday 8:00 AM-8:00 PM ET
Mailing address: Southwest Business Corp. (SWBC), On behalf of Carrington Mortgage Services, LLC, Attention: Loss Draft Department, PO Box 791027, San Antonio, TX 78279-1027
- Servicemembers Connection
Questions about military protections and benefits10
Phone: 1-888-267-5474
Email: ServicemembersConnection@carringtonms.com
Hours: Monday-Friday 8:00 AM-8:00 PM ET
- Carrington support for loans formerly serviced by Valon
Loans with an account at myloan.servicedbycarrington.com9
What Carrington Mortgage provides to the estate1
- Payoff statement
A borrower can request a payoff online on the "Payoff Request" page after logging in, choosing how to receive the statement and, optionally, an email or text alert. The completion date depends on the loan status and the delivery method.3
A borrower can also fax a payoff request to 1-866-624-6154 with the loan number, the date to calculate interest to, and return fax or mailing instructions. Carrington asks you to allow 5-7 business days.3
The third-party Payoff Quote Request asks for the Carrington loan number, the last four digits of the primary borrower's SSN, the delivery method and an uploaded borrower authorization.11
What Carrington Mortgage's agreement and guidance say4
- Who can get account information
The Third-Party Authorization form lets Carrington share information about the mortgage with the third parties it names. With no end date it stays valid until revoked.1
- Indemnity a claimant may have to give
Borrowers who sign the Third-Party Authorization hold Carrington harmless from claims that they "and/or my/our heirs may have" from Carrington discussing, or declining to discuss, the account with the named third party.1
- Fees
There is no fee to apply for access to the account on a loan formerly serviced by Valon.9
Carrington lists payoff requests, payment history, copies of loan documents and year-end statements among the services it offers at no cost.12
- Accounts from a merged institution
A mortgage previously serviced by Valon Mortgage is accessed at myloan.servicedbycarrington.com. Carrington says the account experience remains the same, now with Carrington branding.10
Not in Carrington Mortgage's published guidance2
- How long a claim takes
- A department for deceased-customer accounts
Sources12
- 1.Third-Party Authorization Form
- 2.Mortgage Assistance Application
- 3.Payoff Requests
- 4.Successor in Interest Application
- 5.Executor of Estate Application
- 6.Successor Trustee Application
- 7.How Does the Loan Assumption Process Work and How Can I Benefit?
- 8.Mortgage Assistance
- 9.Property Transfers, Including due to a Homeowner's Passing
- 10.Contact Us
- 11.Payoff Quote Request
- 12.Best Practices
Carrington Mortgage's Loan Servicing Customer Contact Center can be reached by phone at 1-800-561-4567 for questions throughout the claims process.
Sources
- carringtonmortgage.com
- help.servicedbycarrington.com
- info.carringtonmortgage.com
- lending.servicedbycarrington.com
Data sourced from Carrington Mortgage primary sources (22 pages reviewed). How we research.
Carrington Mortgage death claims support
Loan Servicing Customer Contact Center
Phone
Loans formerly serviced by Valon
Hours
Website
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