Our commitments to customers experiencing Financial Hardship



At ASB we understand that sometimes things don’t always go according to plan and your personal circumstances can change suddenly. There may be an injury or illness in your family, changes to your regular income, or a relationship breakdown. You never know when the unexpected may happen.

We understand that these difficult times can be challenging for you, not just financially but emotionally, and it’s important that we work with you to reduce any financial stress.

If you are experiencing financial hardship due to:

  • Injury
  • Illness
  • Loss of income, unemployment, redundancy
  • Maternity
  • Divorce or relationship separation
  • Death of a borrower
  • Natural disaster- flood, earthquake, storm, tsunami, tornado, landslide etc.

ASB is here to listen and understand your situation. Let's work together as there may be options available to make your situation easier.

Please contact our Hardship team on 0800 27 27 35 and select option 3. We are available between 8.30am and 5.00pm Monday to Friday. Alternatively, you can email hardship@asb.co.nz.

Haven’t experienced a hardship event but still finding it difficult to meet your repayments?

If you have not experienced a recent hardship event but are still struggling to meet your financial commitments with ASB, the Credit Solutions team may be able to help. They are contactable on 0800 27 27 28.

Alternatively, you may benefit from a free financial review of your accounts. To book an appointment with a personal banker at your local branch, or to speak to a lending officer over the phone, please call the contact centre on 0800 803 804. Alternatively, you can enquire here.


Looking to defer your home loan repayments?

We recognise that life is always changing, but ASB is here to help you through those times of financial pressure. If your financial circumstances have changed, you may be eligible to apply for a mortgage repayment deferral (also called a home loan holiday) of up to 3 months.

To check your eligibility or to apply you can make an appointment with a lender at your local ASB Branch. Or call our home lending line on 0800 100 600 to discuss this and other possible options further. Alternatively, you can enquire here.

However, it’s important to note with a mortgage repayment deferral - interest is still charged and added to the loan. This means your loan balance will increase and you’ll likely pay more interest overall. Afterwards your repayments will likely be higher unless the loan term is extended.