Helping you through financial hardship

We know that hard times can hit absolutely anyone, at any time. This can be challenging, not just financially but emotionally and it's important that we work with you to reduce any stress, and help you take back control. If money is becoming a problem, we're here to help you. We're committed to helping you achieve financial wellbeing.

Our teams are here to help


The most important thing: talk to us today. It's easy to put off doing something about financial problems. But the sooner you talk to us, the earlier we can review options to support you. Speak to one of our teams as soon as you can.

Our Financial Assistance team can help if things are really tough

We've helped many of our customers recover from an unexpected difficulty and get back to normal. We're friendly and understanding, because we know how easy it is to suddenly find yourself in trouble.

The reasons for your hardship could include

  • The economic effects of COVID-19
  • Injury or Illness
  • Losing your job
  • Having a baby
  • A relationship breakdown and separation
  • The death of a borrower
  • Losing your property or livelihood to natural disasters

Let's talk and find a solution together. You can get in touch on 0800 27 27 35, option 3. We're here for you from 8.30am to 5.00pm, Monday to Friday. Or you can email financialassistance@asb.co.nz

View where to get help for financial difficulty in Easy English.

What we'll need from you:

  • A completed 'Statement of financial position'. This provides us with clarity on your current income and outgoings so we can assess and offer you the right solution. We’ll email this to you or can complete it with you over the phone.

  • Correct contact information. You can check and update this online through the ASB Mobile Banking app, FastNet Classic internet banking or with one of our team.

We'll always aim to provide support as quickly as they can, but to give you an idea of when you'll hear from us:

  • We'll acknowledge your request for support within 5 working days 
  • If we need more information, we'll ask for this within 10 working days
  • We should be able to confirm our decisions with you within 20 working days

Our Credit Solutions team

If you just need some short term support and time to get on top of your finances, our Credit Solutions team would like to help. We can discuss repayment arrangements for your ASB Visa credit card, overdraft, home loan or personal loan, and we will work with you to support your ability to meet your on-going financial commitments.

Call 0800 27 27 28

Find help now with ASB Support Finder

ASB Support Finder helps you find potential financial support that might be available to you. By answering some simple questions, we'll help you explore government benefits and services you might be eligible for and connect you with the relevant government department to start the application process.

Learn more

Other ways to help you get on top of your finances

Term deposit

If you have money tied up in a term deposit, you can ask us to release it early. It normally takes 31 days, but if you're facing financial difficulty, we may be able to get your money to you sooner. 

We'll credit you the interest you've earned on your funds, but at a lower interest rate than the one we originally agreed.

Find out more

KiwiSaver hardship withdrawal

A last option would be to see if you can use some of your KiwiSaver funds to get by. You'll have to apply through your KiwiSaver provider and supply supporting evidence of your financial hardship. However, do keep in mind the Government has set strict rules around eligibility to access KiwiSaver funds and the process can take several weeks.

KiwiSaver hardship

Returning to financial wellbeing

Financial wellbeing is about having a healthy relationship with your money and being in control. Our free online tools can help you stay on top of your finances and improve your money habits.

Financial wellbeing

Important things to know about hardship assistance

If we help you with financial hardship, we may need to check your credit rating. We also need to let the credit bureau know that we're helping you. We don't share your account balances or your loan amounts, but your credit report will show that you've had financial hardship assistance. This could affect future loans and credit requests.

We know that makes your situation more complicated. But please contact us as soon as you can. We'll only start any processes after discussing your options with you, and after you've agreed on a plan to move forward.

Other free budgeting services and financial mentors

A budget might sound old-fashioned, but it's the foundation for financial wellbeing. It can also be your secret weapon for beating financial trouble. Even better, setting out your budget can give you back a sense of control over your money.

Here are some New Zealand experts who can help you work out a budget that works for you.


Free, confidential budgeting advice, connecting people with financial mentoring and other community services.

Good Shepherd

Help with financial wellbeing support and debt management. 


Free and impartial information, calculators, and budgeting tools to help you manage your money.

Insolvency services

Sometimes things reach the point where declaring insolvency is the only remaining option. It's the financial version of turning things off and turning them on again. 

But it's important to remember that insolvency has long-term effects. Your credit rating and even some employment options will be affected for a long time, which means it should only ever be a last resort. 

You can find out more from the Insolvency and Trustee Service, also known as the Official Assignee's Office. It's part of the Ministry of Business, Innovation and Employment.

The information and tools suggested are intended to provide general information only. It is not financial advice and does not take into consideration your personal needs and financial circumstances. You should consider seeking financial advice before making any decision based on this information.