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Substantial improvements are changes to your home that increase the home’s value. For example:

• Significant structural alterations, including adding square footage
• Construction requiring permits
• Adding new features, such as a new bathroom, central air conditioning, etc.

 
Repairs and home maintenance are not considered substantial improvements. For example:

• New flooring
• New appliances
• Painting
• Replacing the roof or siding.

For any questions about your insurance policy information, please contact our Insurance Department at 1-888-882-1855. They are available Monday through Friday from 8:00 am to 9:00 pm ET and Saturday from 8:00 am to 5:00 pm ET.

If you have any questions about your insurance policy, please contact our Insurance Department directly at 1-888-882-1855. They are available Monday through Friday from 8:00 am to 9:00 pm and Saturday from 8:00 am to 5:00 pm, ET.

If your account is escrowed for property taxes, your monthly mortgage payment will include funds to pay the taxes. We hold these funds in an escrow account and pay your property taxes when they are due. If your account is not escrowed for property taxes, you are responsible for paying the taxes by the due date.

To find your property tax amount, log in to your account on MortgageQuestions.com. The My Loan tile shows upcoming tax disbursements under "Taxes and Insurance." You can also see past tax disbursements in the "Payment History" section.

If you are not registered on MortgageQuestions.com, you can find the property tax amount on your most recent escrow analysis, or you can contact your local tax authority.

The taxing authority provides the amount of taxes to pay.

We pay the taxes the month they are due based on the due date established by the local tax authority.

If your taxing authority offers a discount, we will pay the discount amount. Otherwise, we will pay the taxes by the due date provided by your taxing authority.

You may receive a tax bill from the taxing authority for your records even if the account is escrowed for taxes. We also receive this tax information directly from our tax monitoring vendor. 

If you receive a tax bill that says your taxes are delinquent or that you have been charged a penalty, please send the bill to us immediately using one of the following methods: 

Email: CustomerCare@MortgageFamily.com

Fax: 1-561-682-8880  

Mail: 
Onity Mortgage
Attn: Tax Services
PO Box 24665
West Palm Beach, FL 33416-4665 

If your property is in the state of New York, we will send you a receipt when we pay the taxes. 

For all customers, the quarterly and year-end statements show the amount of taxes we have paid on your behalf.