Personal banking support and updates
Information to help you stay on top of your banking. Plus a range of financial support options to help our personal customers impacted by COVID-19.
Financial support options
Help from the Government
We recommend you check what financial support is available from the Government. They may be able to help with essential living costs, and urgent or unexpected costs, if you’ve lost your job, your hours have been reduced or you can’t work at the moment.
Find out more on the Government’s website, Unite Against COVID-19.
Help from your insurance
Some insurance policies may provide cover if your income has been impacted by COVID-19. We suggest talking to your insurer if you’re uncertain about the cover you have.
Help from ANZ
Your financial wellbeing is important to us and we’re here to help. We have a range of financial support options for customers impacted by COVID-19. Find out more below.
Financial hardship
With the support options available from the Government, and solutions we may be able to offer, you might be able to find some financial relief before you get to the point of significant financial hardship.
However, if you’re already experiencing significant financial hardship, you maybe eligible for Financial hardship assistance.
The KiwiSaver early withdrawal for significant financial hardship is separate to the support offered through Financial Hardship assistance. Our dedicated KiwiSaver team will be able to support you through the withdrawal process, if you are eligible. Find out more below.
How we may be able to help
Home loans
These options are available for personal and business customers with ANZ Home Loans. We encourage you to contact us if you’re experiencing significant financial pressure. We’re here to help work through your options and discuss what they may mean for your home loan over the longer term.
Call us on 0800 269 4663 (weekdays 8am - 8.30pm; weekends 9am - 5pm).
If the Government alert level restrictions are likely to impact the settlement date for the sale or purchase of your home, please call us to discuss how we can help.
Reduce your payments
Talk to us if you need to reduce your repayments. We may be able to suggest ways to restructure your lending to reduce your repayment amount. For example, extending your loan term or switching to interest only repayments. We’ll talk through your options and what these may mean for your loan over the longer term.
We do not charge a fee to restructure loans. However, an Early Repayment Recovery may be charged if changes are made to your home loan before the current fixed rate period ends. For example, changing your loan to a lower fixed rate or if you want to increase your repayments.
Top-up your home loan
If you need some extra funds at present, you may be able to apply to top-up your existing personal or business home loan.
We’ll waive home loan application or top-up application fees, if you ask when you apply. Available until further notice.
Home loan repayment deferrals
While the loan repayment deferrals announced by the Government back in 2020 are not currently available as a COVID-19 relief option, we encourage you to contact us if you’re experiencing significant financial pressure. We can help work through your options and discuss what they may mean for your home loan over the longer term. Call us on 0800 269 4663 (weekdays 8am – 8.30pm; weekends 9am – 5pm).
Lending criteria, terms and conditions, and fees apply. The information, and offers, are current as at August 2021 but may change.
KiwiSaver
ANZ New Zealand Investments Limited is the issuer and manager of the ANZ KiwiSaver Scheme, the ANZ Default KiwiSaver Scheme and the OneAnswer KiwiSaver Scheme.
You’ll find answers to some of our frequently asked questions below.
We also have information on how a change in COVID-19 alert levels can impact your KiwiSaver savings. Read our article, A return to lockdown.
Completing your KiwiSaver withdrawal application during COVID-19 restrictions
- You can download and digitally complete most of our KiwiSaver withdrawal forms, found on our documents and forms page. If you need any other forms, call our Contact Centre on 0800 736 034.
- We understand it may be difficult at this time to provide all of the evidence and documents needed to support a significant financial hardship withdrawal application. Please provide as much evidence as you can.
- If you’re unable to get your proof of identify and address documents verified or certified, let us know when you submit your withdrawal application.
- Make sure your application is fully completed, including the statutory declaration page before submitting.
- Submit your application and supporting documents by email:
- For retirement withdrawals, email withdrawals@anzinvestments.co.nz
- For all other withdrawals, email earlywithdrawals@anzinvestments.co.nz
Statutory declarations during COVID-19 restrictions
- We understand that it’s difficult for most people to arrange for their statutory declaration to be completed in person during COVID-19 restrictions, due to the isolation and physical distancing requirements.
- Some solicitors (or other authorised people) will take statutory declarations over the phone or using audio-visual technology such as FaceTime, Skype, WhatsApp or Zoom. Once you’ve made your statutory declaration, you’ll need to scan and email them the form which they will then sign. You or your solicitor can send the form to us by scanning and emailing, or by post or courier.
- If getting your statutory declaration taken by phone or witnessed through audio-visual technology is not possible or practical for other reasons, let us know when you submit your withdrawal application.
KiwiSaver significant financial hardship withdrawal
You can apply for an early withdrawal if you’re suffering significant financial hardship – for example, if you can’t meet essential living and/or medical costs.
It's important to explore other options before applying to withdraw your KiwiSaver savings.
Check your eligibility and apply.
If you have a question or you'd rather speak to our dedicated KiwiSaver team, call us on 0800 736 034 (Monday to Friday, 8am – 6pm).
Credit cards
We encourage you to contact us if you’re experiencing significant financial pressure. We’re here to help work through your options and discuss what they may mean for your credit card over the longer term. Call us on 0800 269 296 (7 days a week, 6am to midnight).
Options that may help make your debts more manageable:
- Debt consolidation using an ANZ Personal Loan
If approved, you may be able to combine your debts like credit cards, hire purchases, store cards and more, into one easy to manage ANZ Personal Loan. - Balance transfers to a lower rate, no fee credit card
If approved, a balance transfer involves moving the outstanding balance from your non-ANZ credit or store card account to an ANZ Low Rate Visa with a low interest rate for a set period of time. - Lower rate, no fee credit card
We offer credit card options to suit different needs, including reward cards and a low rate card. Our ANZ Low Rate card has a lower purchase interest rate than our reward cards, with no annual card fee.
Lending criteria, terms and conditions, and fees apply. The information is current as at August 2021 but may change.
Overdrafts
To support customers, we are currently waiving some fees if you ask when you apply for a limited time.
- If you need to apply for a new personal overdraft, or to increase your overdraft limit, we’ll waive the application fee if you ask us when you apply.
- If you’re applying for a temporary personal overdraft, we’ll also waive the overdraft management fee for up to 3 months if you ask us when you apply.
If you need to discuss your existing overdraft, or apply for a new overdraft, call us on 0800 269 296 (7 days a week, 6am to midnight).
Lending criteria, terms and conditions, and fees apply. The information and offers are current as at August 2021 but may change.
Personal loans
We encourage you to contact us if you’re experiencing significant financial pressure. We’re here to help work through your options and discuss what they may mean for your personal loan over the longer term. Call us on 0800 269 296 (7 days a week, 6am to midnight).
Lending criteria, terms and conditions, and fees apply. The information, offers, and interest rates below are current as at August 2021 but may change.
Some of the options which may be available to you include:
Reduce your repayments
Talk to us if you need to reduce your repayments. We may be able to extend your personal loan term to reduce your repayment amount. We’ll talk through your options and what these may mean for your loan over the longer term.
Apply for a personal loan or top up an existing one
If you need some extra funds to help you at present, you may be able to apply for a new personal loan, or top up an existing one. Our standard interest rate is 12.90% p.a. for new personal loans and personal loan top ups. We’re also waiving the application fee until further notice. Rates are subject to change.
Term deposits
We understand that you may need to access the funds in your term deposits during this time.
The information and offers below are current as at August 2021 but may change.
Term deposits hardship withdrawal
If you’re financially impacted by COVID-19, you can request an early withdrawal of some or all of your term deposit funds under our term deposit hardship policy. Until further notice, if you’re approved for an early withdrawal, we’ll also waive any interest rate reduction on the amount withdrawn. Call us on 0800 269 296 to discuss your options.
Hardship criteria and terms apply – you can find these in our ANZ General Terms and Conditions (PDF 275KB)
Travel insurance
ANZ Premium Card Overseas Travel Insurance policies are managed by our insurance partner, Allianz Partners. If you have any questions about your existing insurance cover at this time, contact Allianz Partners by emailing ANZcard@allianz-assistance.co.nz.
Making a claim
To make a claim, you can use the online Claims Portal.
More information
- NZ Government Travel Advisories
- Allianz Travel Advisories
- ANZ Premium Card Overseas Travel Insurance (including a copy of the Policy Wording)
Life insurance
Existing ANZ policies provided by Cigna Life Insurance New Zealand Limited
To make a claim, call Cigna on 0800 658 585 or email claimsnz@cigna.com.
Concerns about paying your premiums
If you’re experiencing financial hardship as a result of COVID-19 and you’re concerned about paying your premiums, Cigna may be able to help. Call Cigna on 0800 658 585 to discuss options.
Existing ANZ policies provided by AIA New Zealand Limited (AIA) formerly known as Sovereign
To find out more or to make a claim, go to aia.co.nz, call AIA on 0800 500 108 or email enquirenz@aia.com
House, Contents and Motor Insurance
Making a claim
To make a claim you can:
Lodge a claim online through the Vero Claims Portal. You’ll need your policy information as it appears on your policy schedule (you could find a copy in the Documents section of your ANZ Internet Banking)
- Call Vero on 0800 269 252 (Intl: +64 9 363 4192)
- Email anznewclaims@vero.co.nz
Concerns about paying your premiums
If you’re experiencing financial hardship as a result of COVID-19 and you’re concerned about paying your premiums, ANZ’s insurance partners may be able to provide help. Contact Vero directly:
- Vero call 0800 831 123 or email ANZCustomerSolutions@vero.co.nz
Credit Card Repayment Insurance
Making a claim
- If your insurance is provided by Cigna and you need to make a claim, call Cigna on 0800 883 012 or email anzccri@cigna.com.
- If your insurance is provided by AIA and you need to make a claim, call AIA on 0800 500 108 or email enquirenz@aia.com.
For more information visit anz.co.nz/CCRI
How we can help
Other helpful information
Important information
ANZ lending criteria, terms, conditions, and fees apply. Interest rates and fees are subject to change.
A copy of the Bank's General Disclosure Statement under the Reserve Bank of New Zealand Act 1989 is available on this website or on request from any ANZ branch, free of charge.
Our financial advice provider statement has some important information you should know about ANZ and our financial advice services. Please take the time to read it.