Hardship & disaster
Move a request for assistance from empathetic intake through evidence, program eligibility, projected calculations, approval, authoritative execution, and outcome monitoring.
A hardship case explains the customer’s circumstances and the assistance decision. A governed core command changes the contract or ledger. Keeping them separate lets servicing preserve sensitive context while the Lending Core applies exact financial rules.
Lifecycle
Cedar worked example
Cedar is a zero-interest community loan with 12 monthly installments of $330.00. After three missed installments, amount past due is $990.00 and nine future installments remain.
The customer reports a temporary income reduction but can resume $330.00 monthly. Re-amortization moves the $990.00 past-due principal across the nine future installments:
Cedar re-amortization
If $440.00 is unaffordable, re-age or reschedule may be more appropriate because they can change dates or term. See Choosing among schedule actions.
Program comparison
| Action | Changes | Does not imply |
|---|---|---|
| Re-amortize | Redistributes eligible past-due amount across future installments. | Longer term or interest waiver. |
| Re-age | Creates a new future payment pattern from an effective start date. | Forgiveness of the obligation. |
| Reschedule | Applies a broader approved modification, potentially term or rate. | Automatic approval. |
| Pause interest | Stops eligible accrual for a bounded interval. | Payment deferral unless separately configured. |
| Waive interest or charge | Removes an eligible assessed amount. | Schedule affordability by itself. |
| SCRA rate cap | Routes a verified statutory rate treatment to specialist handling under SCRA_MLA_PROTECTED. |
Generic hardship concession. |
Every option is projected from the same authoritative loan reads, with before/after installment schedule, total cost, maturity, disclosures/notices, accounting effect, restrictions, approval need, and reversibility.
Disaster populations
A declared-event population accelerates discovery and consistent offer design; it never creates a bulk compliance bypass. Each customer keeps an individual subcase, current eligibility, restrictions, decision, action ID, and outcome. Adding a ZIP code or county creates a new population version and does not rewrite prior results.
Execution and proof
The chosen action carries caseId, structured reason, evidence IDs, and effective date; the case holds the before/after comparison the decision was based on. Execution re-checks eligibility and posts once. The case closes only after the resulting schedule or balance is readable and matches the acknowledgement.