“Hardship Letter” for Mortgage Company.?

What are the most important points to state ?
Older friend of mine is working with her mortgage company to retain her home and make lesser payments.
She has had increased medical/medicine cost and unexpected car and home repair costs she had to borrow money to take care of.
In 3 months these loans will be paid in full,but she is now 4 months behind on the house mortgage payments .
What do the companies look for and are most likely to see favourable and as a good risk to re-finance ?
Is there % rate they take into consideration as to having adequate income ?
Her income has dropped from when the mortgage started as she is now on disability.
Her medicine costs are going to stay high even with insurance.

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