When you're finding repayments harder to manage
Life doesn't always go to plan. Changes to your income, health, work or family situation can make it harder to keep up with repayments and stay on top of everyday costs.
If you're struggling to make payments on your home loan, credit card or overdraft, we're here to help.
You don't need to wait until you've missed a payment. If you're worried about your repayments, please get in touch early. We're here to work through this with you, and the sooner you talk to us, the more support may be available.
Getting support won't cost you anything. Every situation is different, so we'll take the time to understand yours.
Business financial hardship
If you’re a business going through financial hardship, please get in touch with one of our business banking specialists.
Let's explore your options
We have a dedicated team who can discuss your circumstances and help you understand whether financial hardship assistance or other support options may be available.
You might find it useful to check out our guide on getting on top of your debt.
Support options that may be available
Depending on your circumstances, we may be able to help by:
- Making your repayments more manageable
- Changing to interest-only repayments
- Extending your loan term
- Deferring repayments for a period of time
- Restructuring your loan or changing to an offering more suitable to your current circumstances
- Blocking gambling transactions on your Visa Debit or credit card.
Contact us
If you have a home loan, credit card or overdraft with Kiwibank, you can discuss your situation by calling us or visiting your nearest Kiwibank.
Home loans |
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Credit cards and overdrafts |
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Applying for hardship assistance
After discussing your circumstances with us, we may ask you to complete a hardship assistance application so we can better understand your financial position and assess what support may be available.
The application will ask for information about your income, expenses, assets, liabilities, credit cards and other relevant financial details. Hardship assistance is assessed on a case-by-case basis.
What happens after you apply
We'll work through the process with you and keep you informed along the way.
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Your application is received
We'll let you know within five business days that we've received your application.
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Your information is reviewed
We'll review the details you've provided within 10 business days, and we’ll let you know if we need additional information.
If hardship assistance is approved, we may report this to credit reporting agencies. This may be visible to other lenders if you apply for credit in the future.
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We'll let you know the outcome
Provided we have all the details we need we'll let you know the outcome of your application within 20 business days.
If we need additional information, it may take up to 30 business days.
Other support available
When you're under financial pressure, support can come from a range of places. You may find the following services helpful.
If you're experiencing significant financial hardship, you may be able to apply to withdraw some of your KiwiSaver funds.
As KiwiSaver is designed to support your long-term financial future and retirement savings it's important to consider this carefully.
Contact your KiwiSaver provider to discuss your options and whether you're eligible to apply. If you're unsure who your provider is, you can find out through myIR.
If you have a Life & Living Insurance policy, you may be able to access support through your cover.
Contact our life insurance partners to discuss your policy and understand what assistance may be available.
Phone 0800 555 642 (option 3)
Email lifeservices@nib.co.nz.
If your insurance is with another provider, contact them directly to discuss your options or make a claim.
If you need extra support accessing our services, we may be able to help.
Our special care support options are designed to make banking more accessible during times when you may need additional assistance.
See our special care support page for more information.
Ngā Tāngata Microfinance offers fee-free and interest-free loans to eligible New Zealanders.
Their loans are designed to help people manage essential costs, reduce debt stress and improve their financial wellbeing.
Find out whether their services may be right for your situation on our Ngā Tāngata Microfinance page.
Free financial guidance & support
Money Talks
Confidential budgeting advice by phone, text or online chat. They can also refer you to a local financial mentor for face to face appointments.
Sorted
Independent money guides, tools and calculators to help you make informed financial decisions.
Citizen Advice Bureau
Confidential and independent advice about your rights and the support services available to you.