Financial hardship and assistance

If you’re in financial difficulty, we're here to help. Please don’t be afraid to talk to us – the sooner you do, the sooner we can work out what we can do to help.

What is financial difficulty?

If you’re having trouble managing payments on your loans, credit cards or overdrafts, you may be in financial difficulty. This could be caused by situations such as:

  • COVID-19
  • A recent job loss or you're working less hours
  • An unexpected reduction in income
  • A relationship breakdown
  • An illness or injury that prevents you from working
  • A natural disaster or unforeseen significant event that has affected your financial situation.

If you're struggling to meet your Kiwibank repayments, please get in touch as soon as possible. The sooner you speak with us, the more options you may have. We may also reach out to you if we see signs that you're in difficulty.

How we can help

We have a team dedicated to providing tailored support if you're in financial hardship.

If you have a home loan, credit card or an overdraft with Kiwibank, you can apply or discuss your situation by giving us a call or visiting your nearest Kiwibank. There's no charge or fee to apply for financial hardship assistance.

The exact support we can offer you will depend on your personal circumstances. This could include things like:

  • Agreeing to an affordable repayment plan
  • Changing to interest only repayments
  • Extending your loan term
  • A repayment deferral
  • Blocking gambling transactions on your Visa Debit or credit cards
  • Restructuring your loan or changing to an offering more suitable to your current circumstances.

You also might find it useful to check out our guide on getting out of debt.

Home loans

0800 222 224

  • Mon - Fri: 8am - 5pm

Credit cards and overdrafts

0800 272 273

  • Mon - Fri: 8am - 5pm

If you’re a business going through financial hardship, please get in touch with one of our business banking specialists.

Hardship assistance

If you’re eligible for hardship assistance, we'll send you an application form to fill out the details of your financial position – any loans, assets, income, credit cards etc.

Hardship assistance is decided on a case-by-case basis. Once you’ve submitted your application, we‘ll contact you within five business days to let you know the outcome. In some cases, we may ask for more information such as pay slips, proof of other income, bank statements or other loans. We may also conduct a credit check.

Please note, hardship assistance may appear on your credit reporting history.

COVID-19 support

We understand there are ongoing challenges due to the impact of COVID-19 and these may continue for some time. Our COVID-19 Relief and Resilience programme is available if you need support. The exact support we can offer you will depend on your personal circumstances and if you meet the eligibilty criteria.

If you’ve already been receiving home loan or credit card support under our COVID-19 Relief and Resilience Programme, you can apply for further support.

Other support

Life & Living Insurance

If you have an existing Life, Trauma, Income Protection or Redundancy policy with our life insurance partners at nib, you can check your cover on the Kiwibank mobile app. Please call the nib team on 0800 555 642 if you'd like to understand your eligibility further and they may be able to support you.

If you have insurance through another provider, please contact them to check your eligibility or if you need to make a claim.

KiwiSaver hardship withdrawal

If you have your KiwiSaver account with Kiwi Wealth, you may be able to access your KiwiSaver funds through a significant financial hardship withdrawal. Please consider this carefully as KiwiSaver was designed primarily to help New Zealanders have a better retirement. Please visit kiwiwealth.co.nz for more information or contact Kiwi Wealth at questions@kiwiwealth.co.nz or 0800 427 384.

If you're not a member of the Kiwi Wealth KiwiSaver Scheme, please talk to your provider to discuss KiwiSaver hardship applications.

Kiwibank special care support

We’re here to help if you need extra care and support to access our services. See our special care support page for more information.

Interest-free loans from Ngā Tāngata Microfinance

See our Ngā Tāngata Microfinance page to learn about their fee-free and interest-free loans that are designed to help qualifying Kiwi get ahead and get out of debt.