Overview
CrossCountry Mortgage is one of the largest retail mortgage lenders in the United States, servicing hundreds of thousands of loans across all 50 states. When a borrower passes away, the estate representative or surviving family member must notify CrossCountry Mortgage to initiate the "Successor in Interest" process. This allows a confirmed successor to access account information and manage the loan.
This guide covers CrossCountry Mortgage's estate services, the step-by-step notification process, required documents for successors, and realistic timelines. Note: CrossCountry Mortgage may use sub-servicers (such as Dovenmuehle) for some loans. If your statement lists a different address or phone number, follow the instructions on your specific loan statement.
This guide provides informational guidance only. It is not legal advice, and SwiftProbate is not a law firm. Laws and institutional procedures change — verify current requirements directly with CrossCountry Mortgage and consider consulting a qualified attorney.
Notification Process
How to Notify CrossCountry Mortgage of a Death
Step 1: Gather Initial Information
Before contacting CrossCountry Mortgage, have the following ready:
- Decedent's full legal name
- Date of death
- Mortgage loan number (found on the monthly statement)
- Social Security number of the decedent
- Your name and relationship to the decedent
- A certified copy of the death certificate
Step 2: Call Customer Service
Contact CrossCountry Mortgage's customer service team to report the death and request a "Successor in Interest" packet.
- Phone: (877) 351-3400
- Hours: Mon–Fri, 8:30 AM – 5:00 PM ET (hours may vary; call to confirm)
What to expect:
- The agent will verify the decedent's information.
- They will place a note on the account regarding the death.
- They will explain the Successor in Interest process, which allows a non-borrower (like a spouse or heir) to receive information about the loan.
- Ask for the specific mailing address or fax number for sending the death certificate, as it may vary depending on who services the specific loan (e.g., if it is sub-serviced).
Step 3: Submit Required Documents
Mail or fax the death certificate and any other requested documents to the address provided by the agent. If no specific address is given, use the general correspondence address:
Mail to:
CrossCountry Mortgage
Attn: Client Care / Estate Services
2160 Superior Avenue
Cleveland, OH 44114
Fax: (440) 845-3777
Step 4: Complete the Successor in Interest Packet
Once CrossCountry Mortgage receives the death certificate, they will mail a Successor in Interest packet. This packet typically includes:
- An application to be confirmed as a successor
- A request for proof of ownership (e.g., deed, will, or probate court order)
- Identity verification forms
Complete these forms and return them promptly to ensure you receive future mortgage statements and tax documents.
Step 5: Confirmation
After reviewing your documents (typically within 30 days), CrossCountry Mortgage will confirm your status as a Successor in Interest. You will then begin receiving monthly statements and have the authority to discuss the loan details, payoff amounts, and modification options.
Required Documents
Documents CrossCountry Mortgage Requires
The documents needed depend on how the property title is held and whether the estate is in probate.
Always Required
| Document | Details |
|---|---|
| Certified death certificate | Required to report the death and freeze credit reporting |
| Government-issued photo ID | Of the person claiming successor status |
| Successor in Interest Application | Provided by CrossCountry Mortgage after initial call |
If There Is a Will (Testate Estate)
| Document | Details |
|---|---|
| Letters Testamentary | Issued by the probate court appointing the Executor |
| Copy of the Will | To prove who inherits the property |
| Executor's Deed | If the property has been transferred to the heir |
If There Is No Will (Intestate Estate)
| Document | Details |
|---|---|
| Letters of Administration | Issued by the probate court appointing the Administrator |
| Affidavit of Heirship | (If applicable in your state) to establish ownership without full probate |
Joint Tenants / Rights of Survivorship
| Document | Details |
|---|---|
| Certified death certificate | Usually sufficient if the surviving owner is already on the deed |
| Recorded Deed | Showing "Joint Tenants with Rights of Survivorship" |
Trust Accounts
| Document | Details |
|---|---|
| Trust Agreement or Certification | Showing the successor trustee and beneficiaries |
| Affidavit of Death of Trustee | Recorded with the county (if required by state law) |
Account Types
How CrossCountry Mortgage Handles Accounts
Mortgage Loans (Sole Borrower)
If the decedent was the only borrower, the estate or heir must establish Successor in Interest status.
- Payments: The estate or heir must continue making monthly payments to avoid foreclosure.
- Assumption: Heirs may be able to "assume" the mortgage (take it over) under the Garn-St. Germain Act without triggering the "due on sale" clause.
- Timeline: 30–60 days to confirm successor status.
Joint Mortgage Loans
If there is a surviving co-borrower:
- Liability: The surviving borrower remains fully responsible for the loan.
- Process: Submit the death certificate to remove the decedent's name from correspondence.
- Timeline: 1–2 billing cycles.
Reverse Mortgages (HECM)
If the loan is a Home Equity Conversion Mortgage (Reverse Mortgage):
- Repayment: The loan typically becomes due and payable upon the death of the last surviving borrower.
- Options: Heirs can pay off the loan (often at 95% of the current appraised value), sell the home, or deed it back to the lender.
- Timeline: Heirs usually have 6 months (with potential extensions) to resolve the balance.
Escrow Accounts
- Taxes & Insurance: CrossCountry Mortgage will continue to pay property taxes and insurance from the escrow account as long as funds are available.
- Refunds: If the loan is paid off, any surplus escrow funds are refunded to the estate.
State Considerations
How Your State Affects the Process
Probate and property laws vary significantly by state, affecting how quickly you can be confirmed as a successor.
- Probate vs. Non-Probate: In some states, you may need a court order (Letters Testamentary) to prove you are the rightful heir, while in others, an Affidavit of Heirship may suffice.
- Community Property: In states like California, Texas, and Arizona, surviving spouses may have automatic rights to the property, simplifying the process.
- Foreclosure Timelines: If payments are missed, the timeline for foreclosure varies by state (judicial vs. non-judicial foreclosure).
Key State Variations
| State | Probate Requirement | Community Property? | Notable Rules |
|---|---|---|---|
| California | High threshold | Yes | Spousal property petitions can speed up transfer |
| Texas | Varies | Yes | Affidavit of Heirship often accepted for real estate |
| Florida | Required for sole owners | No | Homestead laws protect rights of surviving spouse/minor children |
| New York | Required | No | Surrogate's Court handles real estate transfers |
For detailed probate requirements, see our state and county probate guides.
Timelines
Timeline for CrossCountry Mortgage Estate Processing
| Step | Estimated Timeline | Key Factor |
|---|---|---|
| Initial Notification | Immediate | Call customer service to flag account |
| Packet Receipt | 7–10 business days | Time for CCM to mail the Successor packet |
| Document Review | 10–30 business days | Depends on complexity of documents submitted |
| Successor Confirmation | 30–45 days total | Once confirmed, you receive full access |
| Assumption (if applicable) | 45–90+ days | If formally assuming the loan liability |
| Escrow Refund | 20–30 days | After loan payoff |
Note: Timelines may be longer if the loan is serviced by a third-party vendor.
Tips & Pitfalls
Common Pitfalls and Tips
Keep Making Payments
The most critical step is to continue making mortgage payments during the estate process. The "death freeze" on an account does not stop the requirement to pay. Missed payments can lead to late fees and foreclosure.
Check for Mortgage Life Insurance
Review the decedent's records for "mortgage life insurance" or "credit life insurance," which pays off the loan balance upon death.
Don't Ignore Mail Addressed to "The Estate of..."
Once notified, CrossCountry Mortgage may address mail to the estate. Open this mail immediately as it contains time-sensitive forms.
Verify the Servicer
CrossCountry Mortgage services many loans but also uses sub-servicers. Check the monthly billing statement for the specific correspondence address and phone number, as it might differ from the corporate headquarters.
Garn-St. Germain Act Protection
Federal law prevents lenders from demanding immediate full payment (calling the loan) just because property transferred to a relative upon death. You have the right to take over payments.