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Client Bulletin: May 5, 2025

Multi-Factor Authentication Launces for Homeowner Demographic Updates

We are happy to announce that we have added Multi-Factor Authentication (MFA) for homeowner demographic updates on CenNet. This new security feature will better protect homeowners’ personal information, reducing the risk of fraud and identity theft.

When homeowners attempt to update any demographic information, there will be a prompt to enter a one-time verification code. This process will help to prevent fraudulent activities and prevent other unauthorized changes to contact details.

The details of the MFA process experience include the following:
• If homeowners attempt to update their mailing address (except for HELOC loans), email address or phone number after they login to CenNet, they will be prompted with the MFA process.
• A one-time verification code will be sent to either their email address or sent via SMS to their phone number of record, depending on the option selected by the homeowner.
• Homeowners must enter the supplied MFA verification code every time they select to change demographic information.
• Homeowners will have three attempts to enter the code correctly. If all three attempts fail, they will have to generate the code and try again.

If you have any additional questions, please reach out to your client management team.

Meet with Us at MBA Secondary and Capital Markets Conference in New York

We will be in New York City May 18-21 for the Mortgage Bankers Association’s Secondary and Capital Markets Conference. We are excited to meet up with our clients.

If you are planning to be in New York for the MBA Secondary, please reach out to your Client Management team member to schedule a time to meet with our Cenlar leaders. We look forward to thanking you in person for your partnership and discussing how we can further strengthen our relationship.

You can also DM Matt Detwiler on LinkedIn to coordinate a date/time to meet.

Reminder: Self-Service Capabilities for Fastest Service Delivery to Homeowners

Your homeowners can efficiently manage their loans and receive quicker resolutions through our self-service capabilities.

A CCM ticket is not always the best first point of contact to resolve a homeowner issue. We highly recommend that you encourage homeowners to resolve any problem first with our Contact Center or through the CenNet website.

This is a reminder of the self-service options available to speed up service to you and your homeowners:

  • Need a copy of an insurance document? You can access our document repository housing all insurance documents received since Nov. 26, 2024, within our MetaStor Mailroom cabinet. We are currently providing more historical documents and will keep you advised of that progress.
    • All insurance images for Lender Placed Insurance, Carrier Insurance Policies, Electronic (EDI) Insurance Policies and Loss Draft Claim Documents will be available in this cabinet.
    • Please reach out to your company’s CCM Administrator should you require access to this platform.
  • Looking for real time insurance information? Whether you are looking to review policy coverages, view the last payment date information, or just send us new documents, make sure you stop at the self-serve resource portal www.mycoverageinfo.com/Agent first to resolve your needs without having to submit a CCM ticket.
    • Online submission of insurance documents is available for immediate upload to www.mycoverageinfo.com/Ageny
    • This portal enables you to review policy information for both active or expired policies, view last payment date information and provides many other useful resource links.
    • Both you and homeowners can upload single or multiple loan policies at a time using the loan number, zip code and last name of the homeowner. It is fast, efficient and trackable.
    • We have also added an easy-to-follow user guide to assist you in navigating the mycoverageinfo site to CenAccess under Reference Materials/User Guides
  • How do I request PMI Removal? Homeowners can go to the CenNet homeowner website and request that PMI be removed, triggering our automation. Our system immediately receives the request, speeding up the process and allowing the appropriate letter to be sent to the homeowner within a week.
    • Homeowner self-service using CenNet is the preferred option for the fastest service. Please direct your homeowners to the “Manage Mortgage Insurance” tile on CenNet’s
    • “My Loan” page. If they are not set up for online activity, they can also remove PMI by calling the PMI Removal direct dial line selecting either the Payments or Insurance IVR options at (877) 365-3724 or they can also mail their request to: Mortgage Insurance Department P.O. Box 77412 Ewing, NJ 08628
    • Per HPA guidelines, homeowner requests for PMI removal must be submitted in writing, which is why it is important that they utilize one of the three options above versus a client request via CCM.
      If you have any questions, please reach out to your client management team.

If you have any questions, please reach out to your client management team.

Regulatory Change Management Reports

The monthly Regulatory Change Management (RCM) reports are now available on CenAccess. Please refer to the Frequently Asked Questions (FAQ) document for any help navigating these reports.

Coming Soon: To further enhance our communication and for consistency and efficiency, we are preparing to transition away from our compliance change management mailbox to the Cenlar Case Management (CCM) tool in Q2 2025.

Once this transition is made, CCM will replace our compliance change management mailbox channel. Please continue to send your emails to compliancechgmngt@cenlar.com until that transition is communicated.

We strive to respond within two business days. Items received after 3 p.m. EST will be considered as received the next business day.

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