Personal banking support

We’re not just a bank, we’re a Kiwi bank, so we want ensure our customers and the communities they live in feel supported through the challenges we all face with COVID-19. Kiwis are renowned for pulling together and supporting each other in times of need, now is one of those times.

Last updated: 4.00pm, 26.03.2020

How we are helping

We know some of you are facing significant financial stress as a result of the impacts of COVID-19. We’ve launched a range of initiatives as part of our Kiwibank COVID-19 Relief and Resilience programme to try and support you through these difficult times.

To be eligible, you must be an existing Kiwibank customer who has suffered, or will suffer genuine financial stress due to COVID-19. Credit, lending and other criteria may apply depending on the type of help required.

If you do need to request support, the most effective way to contact us is to fill out this support form (for personal banking customers) or this form (for business banking customers) to request a call back from one of our team.

Given the volume of requests we've receiving, it may take a number of days to get back to you, but rest assured our awesome team is working hard to respond. Please don't call us to apply for support as we will need to ask you to complete the form first. Kia kaha.

The exact support we can offer you will depend on your personal circumstances, but here are the options that might be available for you:

I need help with...

Home loans

If you're an existing Kiwibank Home Loan customer and need relief from your home loan commitments we have several options available depending on your circumstances. One of our experts will help work with you to determine what the best option is for your situation and talk you through the application process. Here are some options that might be suitable for you:

Extension of home loan term

You may be able to extend your home loan term, which will reduce your regular home loan repayments. You'll end up paying your home loan over a longer term which will increase your overall cost of borrowing however you will still be paying off principal on your loan. Depending on your circumstances this may be more preferable to other options, such as an interest-only loan or home loan repayment deferral where you are not paying your home loan. Once things are back to normal you can reach out to us again and we can reduce the loan term back to what it originally was.

Interest-only home loan payments

If you need to reduce your home loan repayments further, then an interest-only loan could be the right option for you. During this time, your home loan balance will remain the same as you will just be paying the interest on your home loan. An interest-only loan is available for a period of up to six months. At the end of your interest-only period, your home loan repayments are increased so that you still repay your home loan over the original term, or a term extension is arranged to keep your repayments the same as what they were prior to the interest-only term.

Home loan repayment deferral (previously known as a repayment holiday)

Applying for a home loan repayment deferral (also known as a home loan repayment holiday) is another option. This offers short term relief to customers who can’t afford to make repayments onto their home loan.

A home loan repayment deferral stops repayments onto your home loan and may be approved for up to six months. You'll still be charged interest during this time and as a result your home loan balance will increase. At the end of your home loan repayment deferral, your repayments will usually be adjusted so that you still pay your home loan off over the original loan term, or a term extension is arranged to keep your repayments the same as what they were prior to the repayment deferral.

If you're interested in any off these home loan relief options, please fill out the Personal Support form, as there will be an application process.

Emergency overdrafts

If you are an existing Kiwibank customer and need short term financial relief while you're waiting for your regular income to resume or while you wait for financial assistance benefits, you may be eligible for an emergency overdraft of up to $2,000. At the end of the agreed term, you will be required to repay the overdraft in full. You can, however, repay the overdraft in full or part before then.

To be eligible, you must have had your regular wages or salary paid into a Kiwibank account before 1 March 2020. Other eligibility criteria apply.

Investment products

In some situations, you may be able to get early access to your Term Deposit or Notice Saver funds. Please call us to discuss your individual situation.

Credit cards

If you're having trouble making your credit card repayments, we have a short term solution that could ease the stress of making the current repayments. We can offer help such as a payment plan, looking at the interest rate you're paying, or changing to a more suitable product.

Life & Living Insurance

If you have an existing Kiwi Insurance Life, Trauma, Income Protection or Redundancy policy, you can check your cover on the Kiwibank app. Our existing policies don't have a COVID-19 exclusion, but the policy's normal terms conditions continue to apply. These will be different for each customer depending on the cover you have chosen and your particular situation. Please give our insurance team a call on 0800 222 491, then choose option 2 and option 2 again if you'd like to understand your eligibility further.

Phone banking fees

Temporary removal of all phone banking fees

To further support our customers, we’re waiving the fees charged when you call our automated phone banking and/or contact centre. These are currently:

  • $5 per call to a customer service representative, or
  • $0.50 per call to the automated phone banking system.

Remember please don't call our call centre for support if you are experiencing financial stress. Please fill out this form and we will call you back - this is the most effective way for our amazing team to contact you.

This change will be effective from midnight on Wednesday 25 March 2020 until 31 May 2020. Other fees in our Personal Banking Fees n’ Limits Brochure (PDF 160.9 KB) and Business Banking Fees n’ Limits Brochure (PDF 117.3 KB) will apply.

KiwiSaver hardship withdrawals

If you have your KiwiSaver with Kiwi Wealth, you may be able to access these funds through a Significant Financial Hardship Withdrawal. Please consider this carefully as KiwiSaver was designed primarily to help New Zealanders have a better retirement.

To qualify for a Significant Financial Hardship withdrawal from the Kiwi Wealth KiwiSaver Scheme, you must be a Kiwi Wealth member. Please visit kiwiwealth.co.nz for more information, or contact the Kiwi Wealth at questions@kiwiwealth.co.nz and one of their experts will talk you through your options.

Personal loans

We are committed to help our customers through the COVID-19 outbreak and in supporting those who may be impacted. If you are concerned about the ability to repay your loan then please call us on 0800 54 94 54.

Get in touch if you need support

If you’ve been financially impacted by COVID-19 and need support, please get in touch. Our contact centres are currently experiencing exceptionally high call volumes, so the most effective way to contact us is to fill out this support form to request a call back from one of our team.

Other information and updates

Home loan rates

We want to support our home loan customers during these uncertain times, so we’ve dropped our floating rates and cut our special one year fixed rate to the lowest home loan rate we’ve ever offered.

One-year fixed rate cut

We’ve dropped our special one year fixed rate to 3.09% from 3.45% for customers with minimum equity of 20%. Our standard one year fixed rate home loan for customers with less than 20% equity will drop to 3.84% from 4.20%. These rate cuts are effective Monday 23 March.

Floating rate cuts

We’ve also cut our floating home loan rate, to 4.40% from 5.15%. This new floating rate is effective for new customers from Friday 20 March and will become effective for existing customers from Friday 3 April.

Support for business banking customers

If you're a business banking customer, we’ll provide updates on our business banking products and services here.

Savings accounts and term deposits

Our savings accounts have variable interest rates and are subject to change. Any changes to the interest rates of our savings accounts will be published on our accounts rates and fees page. If you have funds invested in a term deposit, the interest paid is a fixed rate and won't change for the term of your investment.

Insurance

Travel Insurance offered via our platinum credit cards

Tower, the underwriter for the travel insurance on our Air New Zealand Airpoints Platinum Visa and Kiwibank Platinum Visa credit cards, has issued a Travel Advisory Alert to say that there's ‘No cover for claims related to Novel-Coronavirus under any circumstances’. Tower has also confirmed that customers who activated their cover prior to the travel advisory are not covered for Coronavirus based on the policy wording around Pandemic exclusion (page 18 of the Travel Insurance Policy (PDF 204.2 KB)).

If you have any questions about overseas travel booked on your Kiwibank or Air New Zealand Airpoints Credit Card, please visit the Tower website or call Tower on 0800 800 477 for further information.

Moving to Visa from Mastercard

If you’ve recently received your new Visa credit card, then please choose one of the following options: .

  • If you want your Mastercard to keep working for a bit longer, please call us on 0800 528 472.
  • If you're happy to use your new Visa, activate your new card remotely using one of the alternative options on our move to Visa webpage.

If you’ve had a message from us to say we’ll send your new Visa card soon, then once it arrives, you’ll also be able to pick from one of the options above.

We’ll do everything we can to help - please get in touch with our specialist team on 0800 528 472 if you need any support.

Financial tips and budgeting

We understand that during times like this you may be looking to make changes to how you manage your finance. We have a range of practical tips, tools and guides to help you manage your money.