A Message to Our Customers Regarding COVID-19

April 2, 2020

During these challenging times, we at AAG would like to provide an update to all our customers. First and foremost, we remain committed to helping older Americans maintain their financial well-being—now, more than ever—in the midst of uncertainty. To achieve this, AAG has taken many essential steps to remain fully operational during the COVID-19 pandemic. Our two top priorities are the safety of our employees and the safety of our customers.

To protect our employees, we have worked around the clock to provide our workforce with the technology and tools necessary to work from their homes. This move to give our employees remote access not only keeps them safe, but ensures that we can continue to provide the same high-quality service that our customers expect. As a result, AAG will remain 100% open and ready for all our customers’ needs. Should you hear a dog bark or child in the background while on a call with an AAG professional, just know that it’s a sign of the new, precautionary times.

To ensure that all of our customers are safe, AAG has set up an internal Borrower Safety Task Force and taken measures to adjust all in-person customer interactions. Every AAG loan officer and third-party vendor, including appraisers and notary professionals, have been given strict guidelines with mandatory safety instructions such as maintaining a distance of 6-8 feet from borrowers, sanitizing their hands or wearing latex gloves, and disinfecting any shared surface or item such as phones and pens. AAG is also making special exceptions to all borrowers who are unable to leave their home due to a stay-home order by utilizing shipping services for paperwork delivery and pickup. Most importantly, AAG has advised all employees and third-party vendors not to meet with any customer if they are experiencing any symptoms of illness or have been exposed to anyone who is being tested for COVID-19.

AAG also remains committed to helping our local seniors in need. Because older Americans are among the most vulnerable during this time, they have been advised to practice social distancing and remain isolated; this has left many in need of food and other resources. Through the AAG Foundation, AAG is currently organizing donations and employee volunteer opportunities with local mobile meal services and food banks.

We urge you and all our customers to continue to observe and follow all recommended safety steps and protocols outlined by state, local and federal officials. To make that job a little easier, here are 10 resources that AAG frequently consults as we work to ensure the safety and welfare of our employees. We hope they may be useful to you as well:

For any questions regarding the status of a loan or general home equity questions, AAG’s customer service representatives can be reached at (800) 224-9121.

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American Advisors Group, NMLS ID: 9392, 3800 W. Chapman Avenue, 3rd & 7th Floor, Orange, CA 92868


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