Financial hardship assistance

If you’re going through financial hardship, we may be able to help you. 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.

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.

Financial hardship assistance

If you’re having trouble managing payments on your loans, credit cards or overdrafts, you may be eligible for financial hardship assistance. You could be hit by financial hardship for all sorts of reasons and everyone's circumstances will be different.

If any of these situations apply to you, we may be able to help:

  • A recent job loss
  • An unexpected reduction in income
  • A relationship breakdown that’s made it difficult for you to meet your financial commitments
  • An illness or injury that prevents you from working
  • A natural disaster or unforeseen significant event that has affected your financial situation.

If none of these situations apply to you but you're experiencing financial difficulties, we may still be able to help. The sooner you get in touch, the better. If you get too far behind in your loan repayments or bills, you might not be eligible for our financial hardship assistance.

What kind of assistance is available?

The type of assistance will be tailored to your specific situation including the accounts and services you have with us. It may include a repayment holiday, interest-only repayments, interest suppression or extending your loan. If you’re a business going through financial hardship, please talk to one of our business experts.

Financial hardship assistance isn't available to investment entities, partnerships or trusts.

How to apply

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

Home loans

0800 222 224

  • Mon - Fri: 8am - 5pm

Credit cards and overdrafts

0800 272 273

  • Mon - Fri: 8am - 5pm

After you speak to us, we’ll send you an application form to fill out the details of your financial position – any loans, assets, income, credit cards etc. Please send the completed form back to us including a letter or email explaining why you want financial hardship assistance.

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 loans. We may also conduct a credit check.

If your application is approved, the assistance may appear on your credit reporting history.

Frequently asked questions

Can someone else apply on my behalf?

Yes, but only if you provide consent. We can discuss and negotiate with your nominated representative, but you’ll still need to agree to whatever solution is proposed.

What’s not considered financial hardship?

Generally anything that you could have anticipated is not considered financial hardship such as:

  • Loss of rental income
  • Ending of fixed-term employment contracts
  • Saving for travel
  • Paying off other debt
  • Returning to study
  • Paying for general expenses
  • Sabbaticals (or similar requests for long-term leave)
  • Parental leave
  • Long-term income changes.
What should I do before asking for financial hardship assistance?

Before applying for financial hardship assistance, there are some other steps you can take:

  • If you’ve lost your job and have income insurance cover, get in touch with your insurance provider to see if you’re covered for loss of income.
  • Obtain independent, free debt advice from organisations such as Citizens Advice Bureau or MoneyTalks.
  • Contact us if you are having problems making payments or think that you may soon experience financial problems.
  • Keep to any payment plan you've agreed to. If your circumstances change and you think your ability to make repayments on a loan might be affected, then let us know.
  • Make sure you keep anyone guaranteeing your loan(s) up to date with what's happening.
What if I have a revolving home loan?

Due to the nature of this product, we're unable to provide any assistance on this type of loan account.

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.