We’ve got a range of initiatives to support you or your business, if you’ve been financially impacted by COVID-19, We also have guides to help you bank from home. For all other updates, see our COVID-19 page.
All our branches have returned to normal trading hours. See our latest branch updates for more information.
We understand there are ongoing challenges due to the impact of COVID-19, and these may continue for some time. Our Kiwibank COVID-19 Relief and Resilience programme is still available if you need support.
The exact support we can offer you will depend on your personal circumstances, below are the options that might be available for you. Each one comes with pros and cons, which you’ll need to weigh carefully before making a decision. You may also want to consider if there are alternatives available to you such as utilising any savings you may have. We're unable to provide advice on the use of savings if they're not with Kiwibank or on KiwiSaver Hardship applications.
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’ve been financially impacted by COVID-19 and need support, you may be able to access our COVID-19 Relief and Resilience support programme. The best way to get the ball rolling is to fill out a support contact form. Our hardworking team will get back to you as soon as they can. See latest estimated response times.
We reset our variable home loan rates, dropping them by 1% and taking them below 4% p.a., saving Kiwis $20m in interest over the next year.
To further support our customers, we’ve waived the fees charged when you call our automated phone banking and/or contact centre. Find out more
Our savings accounts have variable interest rates and are subject to change. Any changes to the interest rates of our savings accounts is 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.
If you have existing Kiwi Insurance cover including Life, Trauma, Income Protection or Redundancy cover, House, Contents or Car insurance, you’ll continue to be covered under the normal terms and conditions. This means that COVID-19 isn’t excluded under existing policies. You can check your cover on the Kiwibank app.
If you’ve been financially impacted by COVID-19 and want to review your insurance, please get in touch so we can talk through your options. If you want to talk about existing Kiwi Insurance Life, Trauma, Income Protection or Redundancy cover, call 0800 222 491, then choose option 2 and option 2 again. To talk about existing House, Contents or Car insurance, call 0800 222 491, then choose option 1, then option 4.
Tower, the underwriter for the travel insurance on our Air New Zealand Airpoints Platinum Visa and Kiwibank Platinum Visa credit cards, 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)).
As a cardholder, you don’t need to do anything. The limit increase will automatically be applied to the card you already have. You'll continue to tap your card as you do today. If the transaction is for $200 or less, you'll not be prompted for a PIN. For transactions over $200, the terminal will ask you to enter your PIN.
Unfortunately, we don't have the ability to disable PayWave/contactless on our Kiwibank Credit or Visa Debit cards. This is something we may do in the future but not at this time.
You can log into your internet banking or mobile app and choose to cancel your Visa Debit card and order an ATM card instead. These don't have any contactless capability.
To order go to Settings, then Cards, then Cancel/Replace VDC/ATM. You can load a pin number to your card when you order your card online – this will ensure that you can start to use it immediately.
Unfortunately, you can't load a PIN number onto your card when you order it through our contact centre. This can only be done at your nearest kiwibank.
Please note, it usually take 5 – 7 working days to be delivered. This could be longer due to delays.
No. You can set the PIN when you order it through internet banking or mobile app. This will be ready for use when you receive it.
As always, your card is protected by Visa’s Zero Liability Policy or Mastercard Zero Liability Protection for purchases (not cash withdrawals). It covers you for losses caused by unauthorised use of your card, provided you didn’t contribute to the loss, and on the condition you advise us as soon as reasonably possible if your card is lost or stolen. Visa’s Zero Liability Policy or Mastercard Zero Liability Protection does not apply to ATM transactions, or transactions not processed by Visa or Mastercard.