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COVID-19
Personal Banking FAQs

Apply for support

Government Support

The New Zealand Government has released a support package for employees and beneficiaries. The package includes leave and self-isolation support, wage subsidies for eligible employers and boosts to Government benefit payments. Check here to see whether you can benefit from the package.

ASB Support

If you're an ASB customer and already registered with FastNet Classic internet banking, you can apply for ASB support online.

Applying for personal banking support but not registered for FastNet Classic internet banking? Please call our contact centre on 0800 272 205. We are experiencing high call volumes so we appreciate your patience.

How can I access support from ASB?

  • Apply for COVID-19 support online.
  • You can access your accounts and do your banking 24 hours a day, 7 days a week through the ASB Mobile banking app and via FastNet Classic. ATMs remain open to withdraw cash.
  • Use FastPhone to get direct access to your accounts at any time of the day or night. Register for FastPhone by calling us 0800 803 804.
  • Call our contact centre
  • If you are unable to access support through our other channels, a number of branches are available to provide banking services. We will be constantly reviewing our services and may adapt branch availablility in the coming weeks.

How soon will ASB be able to provide me with COVID-19 support?

Once we have determined the best support for your situation, this will be implemented as soon as possible for you.

I have both business and personal accounts with ASB. Can ASB support me with both?

Yes. Please complete this form online or use one of the other ways to contact us.

Home Loans FAQs

What is a mortgage repayment deferral (or home loan holiday)?

A mortgage repayment deferral means that the regular repayments to your loan are stopped for a period of time. Interest is still charged, and this is added to the loan and meaning your loan balance will increase, and you’ll likely pay more interest overall. After the mortgage repayment deferral, the repayments will likely be higher unless the loan term is extended.

Can I extend my mortgage repayment deferral from 3 months to 6 months?

Yes, please contact us to discuss your specific options.

If I am in an interest only term now, can I also defer my mortgage repayments?

Yes. Please contact us

What will happen when my mortgage repayment deferral period ends?

When your mortgage repayment deferral period ends you will revert to paying both the principal and interest. Your repayment amount will be recalculated and is likely to be at higher than you were previously paying. If you need continued support, please contact us

Can I break my fixed term home loan?

If you choose to break your fixed term home loan, our current policy on Early Repayment Adjustments applies.

What happens at the end of an interest only period?

When your interest only period ends you will revert to paying both the principal and interest.

If you also extended the term of your loan when you went on interest only, the repayment amount is likely to be the same as you were paying before the interest only period.

If you did not extend the term of your loan, your repayment amount will be recalculated and is likely to be at a slightly higher amount than you were previously paying. If you need to continue with interest only, please contact us.

Am I eligible for a mortgage repayment deferral?

If you have been impacted by COVID-19 you can request a mortgage repayment deferral. If your income has been impacted, we will provide 6 months and for all other COVID-19 impacts we will provide 3 months.

Can I reduce my mortgage repayments or extend my home loan term?

You can change your home loan repayments to interest only repayments for up to 6 months, where your income has been impacted by COVID-19 and 3 months for all other COVID-19 related reasons.

What options do I have if I can’t pay my home loan now due to COVID-19?

For all other COVID-19 related customer impacts a 3 month mortgage repayment deferral or interest only period will be given.

Will a mortgage repayment deferral affect my credit report?

The 3 and 6 month mortgage repayment deferral will not impact your credit report.

How can I apply for a mortgage repayment deferral?

Please apply via our online form here or use one of our other channels to contact us.

Am I able to top up my home loan?

Please apply via our online form here. We have waived top up fees for customers impacted.

Business Loans FAQs

If you require support for your business banking, here are some FAQ’s.

Credit cards, overdrafts and personal loans FAQs

Can I apply for a personal loan or personal loan top up? How long will it take?

We are still completing personal loan applications as per normal for existing ASB customers. Once we have gathered your financial information and completed your application, you will receive a call between 2-3 business days.

What should I do if I can’t pay my credit card on time?

If you are concerned about meeting your card payments get in touch. We have a number of support options available. Please complete our online form here and we will be in touch.

What should I do if I can’t make my personal loan repayments?

If your income has been impacted by COVID-19 you may have interest only and repayment deferral options. Please apply via our online form here.

Can I apply for a credit card at this time? How long will it take?

We are still completing credit card applications as per normal for existing ASB customers. Once we have gathered your financial information and completed your application, you will receive your card in 5 business days. If you are not an ASB customer, we recommend discussing your lending options with your current bank.

What will happen when my 90-day temporary overdraft facility ends?

If the overdraft isn’t paid back by the end of the 90 days, the unarranged interest rate of 22.5% p.a. will apply, however please talk to us and we will work with you on what is appropriate for your circumstances.

Can I apply for an overdraft? How long will it take?

Yes, we have introduced access to emergency funds via a 90-day temporary overdraft facility at a concessional interest rate. Please use our online form here.

Contactless Payment FAQs

What is the change to the contactless card PIN limits?

To allow payments to be made safely and securely whilst reducing physical contact with an EFTPOS terminal when purchasing instore, customers with a contactless card won’t be asked for a PIN for transactions below $200. There is currently no set date when the PIN limit will be reduced.

Customers with an ASB Visa Credit and Debit card will still be asked for a PIN for the majority* of payments above $80. This is due to the way ASB cards have been coded. ASB customers can request a new ASB Visa or Debit card which will have the $200 PIN limit enabled.

*Contactless transactions made with your existing Visa Debit or Credit card at Countdown will only require a PIN for transactions over $200.

Does this change apply to my ASB Visa Debit or Credit card?

For your existing ASB Visa Debit or Credit card, the majority* of contactless transactions using your physical card will remain as they do today. Purchases under $80 will not require a PIN, but anything over $80 will continue to require a PIN.

*Contactless transactions at Countdown will only require a PIN for transactions over $200.

For any new or replacement cards issued from the 9th of April 2020, a PIN will only be required for transactions $200 or more.

If you have added your card to Apple Pay, Google Pay ™, Fitbit Pay ™ and Garmin Pay ™ the new $200 threshold will apply. 

What do I need to do to enable the $200 PIN limit on my new card (or mobile phone or device)?

The increased $200 PIN limit is applied automatically and ready to use. Simply tap and go as you normally would with your ASB Visa Debit or Credit Card for any transaction up to $200 and you will not require to enter a PIN.

How do I access the $200 PIN limit as soon as possible?

As ASB existing Visa Debit and Credit physical cards are not eligible for the new limit, you can do one of the following to take advantage of the increase limit:

  • Use one of our Mobile payment options with your Visa Debit or Credit Card. If you are a first time user of ASB’s Mobile payment options, as a welcome to mobile payments, we’ll credit $20 to your account after your first groceries purchase at your local supermarket*.

  • Request a replacement card within FastNet Classic or the ASB Mobile Banking app. This new card will be eligible for the $200 PIN limit.
    • When requesting a replacement card please select the reason "My card has been damaged". Your new card should be delivered within 5 business days. Due to Covid-19 it may take longer. Your existing card will continue to work until you activate your new card. 

*Terms and conditions apply

Why does the change not apply to my ASB Visa Debit or Credit card?

When ASB first introduced contactless enabled cards, we hard coded the card to ask for a PIN for all transactions above $80 for security reasons. We are genuinely sorry that not all of our cards you currently have are eligible for the $200 limit*.

*Contactless transactions made with your existing Visa Debit or Credit card at Countdown will only require a PIN for transactions over $200.

Are you fixing the problem for existing cards? How long will it take?

Yes, our teams are on the job now but it’s not a simple fix. It will take a few weeks at least for existing cards to operate with the new contactless PIN limit as it involves the security chip on your card. We need to ensure we do it once and get it right.

In the meantime if you want to take advantage of the increased PIN limit, you can request a replacement card within FastNet Classic or the ASB Mobile Banking app. When requesting a replacement card please select the reason "My card has been damaged". Your new card should be delivered within 5 business days. Due to Covid 19 it may take longer. Your existing card will continue to work until you activate your new card.

A $10 fee will be charged however we will refund this within 10 business days. 

Why am I asked for a PIN sometimes and not others?

The change in the contactless PIN limit involves both the card or device making the payment and the merchant terminal being used.  You may experience inconsistency because of the specific merchant terminal you are using. You should always follow the prompts provided to make a payment.

Can I get a new card that is eligible for the new contactless transaction threshold?

Yes, you can request a replacement card within FastNet Classic or the ASB Mobile Banking app. When requesting a replacement card please select the reason "My card has been damaged". Your new card should be delivered within 5 business days. Due to Covid-19 it may take longer. Your existing card will continue to work until you activate your new card.

A $10 fee will be charged however we will refund this within 10 business days. 

How long will the increase be in place for?

There is currently no set date when the PIN limit will be reduced. This change will be constantly reassessed as the current Covid-19 situation plays out and any additional changes will be communicated accordingly.

Can I opt out of the increased threshold?

No, this is not an option as the increased $200 PIN limit has been established at an industry level and applies to all New Zealand issued cards with contactless technology enabled.

Is my card secure with this change?

Yes, however as always we recommend that you keep your card secure at all times. If you wish, for added security when you are not using your card you can turn off Visa payWave or can add a maximum per transaction limit using ASB Card Control available through mobile banking.

Does the change to increase the contactless PIN limit apply outside of New Zealand?

No, the increased PIN limit is only applicable to purchases within New Zealand. If you are purchasing overseas, the limit when you need to enter a PIN will depend on the country you are in and will vary country to country.

Does the new contactless transaction threshold impact how I pay with my phone or device?

You can continue to purchase as you have done previously, with the only change being that your purchases made with Apple Pay, Google Pay ™, Fitbit Pay ™ and Garmin Pay ™ may only require you to enter a PIN for transactions that are $200 or more.

How can I take advantage of the new $200 contactless limit?

We have a range of Mobile payment options available that you can use with your Visa Debit or Credit Card, allowing you to pay in store without entering your PIN for transactions up to $200.

As a welcome to mobile payments, we’ll credit $20 to your account after your first groceries purchase at your local supermarket*.

*Terms and conditions apply

I use Apple Pay or Google Pay and have not had to enter a PIN for transactions over $80 previously, will this continue?

Yes, with selected iOS or Android devices** and EFTPOS terminals we can securely verify you when you use your biometrics to pay which removes the need for you to enter a PIN. This will continue as normal with the increased contactless transaction threshold in place.

What Cards can I add to Apple Pay, Google Pay ™, Fitbit Pay ™ and Garmin Pay ™?

Any of our ASB Visa Debit or Credit Cards can be added to your eligible phone or device. This includes both personal and business cards.

If you are a first time user of ASB’s Mobile payment options, as a welcome to mobile payments, we’ll credit $20 to your account after your first groceries purchase at your local supermarket*.

*Terms and conditions apply

KiwiSaver and investments FAQs

Why is my KiwiSaver or Investment balance going down?

Unless you are invested in a cash or fixed interest fund, part of your KiwiSaver or Investment will be invested in the global sharemarkets. When the value of the sharemarket changes, this is reflected in your investment balance. The number of units you own has not changed, just their value. This is to be expected, and dips happen from time to time. Ups and downs in the sharemarket are all part of the cycles the market goes through.

What can I do about my KiwiSaver or Investment balance going down?

Our investment products are generally intended for long-term investment. These short-term events should not change your long-term investment strategy, namely your choice of fund. If you’re in the correct fund for your goal and investment timeframe, you don’t need to do anything. Doing nothing at a time like this can seem unnatural, but it’s important to understand that timing markets is hard, including trying to time when to exit and when to get back in. Selling shares or switching funds into cash funds may simply realise losses, particularly when markets have already dropped, and shuts off any chance of benefitting when markets eventually rebound.

Of course, ultimately it is your choice which fund you choose to invest in. If you understand the risks with trying to time the market but you are uncomfortable with these market movements and seeing your balance fall, you can choose to invest in a conservative or cash fund.

Should I change the fund I'm in?

It’s important to make sure the fund you’re invested in suits your age and when you’re looking to start withdrawing your KiwiSaver savings. You can use our Help Me Choose tool to check what fund we recommend for your timeframe. (For Investment Funds you can compare funds here.)

Remember that investing is for the long-term. Switching to a lower-risk fund when markets are down means you will reduce the potential of steep falls in your balance. However, doing this also means you miss out on some of the eventual recovery that comes from investing in higher-risk funds, meaning you ‘lock in’ any losses that may have occurred.

If you’re getting close to retirement and your investment timeframe is only 1-3 years, then lower-risk funds like the Cash or Conservative fund experience less ups and downs over time and will provide more certainty on the value of your investment when it comes time to withdraw. If you’re timeframe is longer, you have time to ride out the ups and downs and benefit from the higher returns growth assets are expected to provide in the long term.

What do I need to keep in mind when thinking about my KiwiSaver or Investment during these volatile times?

Now is a good time to think about why you’re invested. Do you intend to use your savings in the short term, such as in a year or two to help you buy a home? Or will it fund your retirement in a few decades? The right fund for you will depend on the timeframe of your goal. Use our tools and webpages to help you ensure you’re in the right fund.

What are you doing to manage my KiwiSaver or Investment during this time?

Reacting to the short-term volatility is not part of the investment philosophy that ASB uses for our investment and asset allocation process.

We make investment decisions based on medium to long term expectations. We believe that decisions made with a long-term horizon will in the long term outperform decisions that are taken with a short-term view.

Trying to time the market over the short-term is not a sound investment strategy. As an example – both the local sharemarket and global sharemarket were very volatile in the fourth quarter of 2018, and our diversified funds all posted declines over that three-month period. At that time investors were worried about the US China trade tensions, US politics, and the political issues in the UK (Brexit). However, following that drop at the end of 2018, 2019 turned out to be the best year of returns for our diversified funds. Investment balances recovered, and investors who stayed invested went on to make significant gains over the course of the 2019 year.

What will happen next in sharemarkets during this time?

Nobody knows what will happen next and new developments are unfolding daily. Sharemarkets respond both positively and negatively to the developments that are happening.

It's important to remember that while uncertainty like this is never comfortable, it’s more important than ever to take a step back and consider your long-term goals and investment needs when making any investment decisions.

We do not recommend changing well-planned, long-term investment strategies because of the virus, or the current sharemarket volatility.

Where can I find out more about what is happening in the Economy?

We have an experienced team that prepare reports on a regular basis to keep you informed and up to date. Please visit our Economic Insights page to see the range of reports available, and you can also register to receive email updates.

Can I stop my KiwiSaver contributions?

If you're employed and have been enrolled in KiwiSaver for 12 months or more, you can apply for a savings suspension of between three months and one year. To apply for a savings suspension, please complete the 'KS6' application form, available at kiwisaver.govt.nz and send it to Inland Revenue. In circumstances of financial hardship, you may be able to apply earlier.

If you're self-employed or not employed, you can stop contributing at any time.

Can I access my KiwiSaver funds early?

You may be able to make a withdrawal from your KiwiSaver account if you are experiencing significant financial hardship. You can find more information here.

What should I do if I want to use my KiwiSaver funds to purchase my first home soon?

If you're looking to use KiwiSaver to help you buy your first home soon, it's important to make sure you’re in the right fund. If your timeframe is short, a lower-risk fund like the Cash Fund or Conservative Fund may be right for you. This will help minimise the impact market volatility has on your balance when it comes time to withdraw.

Use our Help me choose tool to find out the best fund for your timeframe.

When will my KiwiSaver or Investment Fund withdrawal request be completed?

We have standard time frames that we aim to process all transactions within.  Here are the timeframes for the most common requests:

  • Fund switch (KiwiSaver or Investment Funds): 3 to 5 working days
  • KiwiSaver first home withdrawal: within 10 working days
  • KiwiSaver retirement full withdrawal: within 15 working days
  • KiwiSaver retirement partial withdrawal: within 5 to 10 working days
  • Investment funds withdrawal: 5 to 7 working days

When we receive your request, it will go into a queue with all our other customers' requests for that same transaction type, and we will process your request as we work through the queue. Some requests require more work than others, and therefore can take longer.

Please keep in mind that KiwiSaver and our investment products are unitised products that are invested in funds. This means that there is a process where after we have received and interpreted your request, we need to wait for the current unit price to be determined, sell your units, manage any tax obligations, and then pay out/switch your funds. This is a more complex process than simply paying money out of a bank account, and this is why these transactions take longer.

I have requested to switch or withdraw my KiwiSaver or Investment Fund, what amount will I receive?

If you've requested a fund switch or a withdrawal from your KiwiSaver or investment account, it’s important to understand that the final dollar amount that will be paid to you or switched will not be identical to the balance that you see in FastNet Classic.

This is normal, and it is because these are unitised products, and the value of the units can change every day. The value of the unit price is based on the value of the underlying holdings that the fund is invested in, for example the bonds, shares, property and cash investments held by the fund. If the value of the underlying holdings goes down, for example as a result of a fall in the sharemarket, then the unit price will go down. If this happens, then the value of your investment will decrease.  If the value of the underlying holdings goes up, for example a rise in the sharemarket, then the unit price will go up, and the value of your investment.

After we have received your request, we need to wait for the current unit price to be determined, sell your units, manage any tax obligations and fee deductions, and then pay out/switch your funds. This means the unit price and value of your investment may have moved, possibly up or down, depending on how markets have performed.

What is a statutory declaration?

A statutory declaration is a written document, taken by an authorised witness (such as a lawyer or Justice of the Peace).  A statutory declaration is made when you need to confirm a statement is true.

How do I get my statutory declaration witnessed while COVID-19 restrictions are in place?

At COVID-19 Alert Level 1 many lawyers will have re-opened their doors for business and some Justices of the Peace are again offering their services.  However, due to your particular circumstances you may still find it difficult to complete a statutory declaration in person.

The emergency legislation that was passed during lockdown currently continues to apply until 24 September 2020 (unless extended or revoked earlier).  This allows statutory declarations to be taken remotely over the phone or using the likes of Skype or Zoom video conferencing meeting facilities. The person authorised to take your statutory declaration should be aware of this change and be able to guide you through the process.

If you’re having difficulties, please state this in your application and we can work with you on your options depending on your situation.

What should I do if I need to use my KiwiSaver funds for retirement soon?

If you have your income needs covered for the next 2-3 years, consider keeping your KiwiSaver savings invested. Staying invested means your funds will grow when investment markets recover.

Withdrawing funds when the market is down means there is no opportunity to recover what has been lost from recent market downturns. As we have seen many times in the past, markets do recover, it’s just a matter of time.

If you do need your funds soon, it’s important to understand how much you will need and when you will need it. Instead of withdrawing all your KiwiSaver funds, consider making a partial withdrawal or taking smaller regular withdrawals to help you stay invested longer.

Use our KiwiSaver calculator to see what your balance could look like through retirement. It’s important to remember that retirement could last a long time, so make sure you’re in the right fund for your timeframe using our Help me choose tool

Find out more about making the most of KiwiSaver in retirement here.

Can I break my term deposit early?

Customers may be able to access term investment funds for hardship under our existing exceptional circumstances process. To find out if your eligible and what options are available please contact us.

Personal Insurance FAQs

How do I check what I am covered for?

When your policy was issued, you would have received a welcome pack. This pack included your policy wordings that contains details of your cover, benefits and a policy schedule that outlines your premium as well as any special terms and conditions relevant to your policy such as premium 'loadings' 'or policy 'exclusions'.

Who can I talk to if I have questions about my cover?

For questions about your cover, talk to your insurance manager or contact our insurance specialist team on 0800 272 543. Alternatively you can contact AIA through their live chat function on their website.

The team is available to support you from 8am - 6pm Monday to Friday.

If I need guidance on claims, what is the best contact number?

For claims relating to the below products, call us on 0800 272 543 from 8am - 6pm Monday to Friday.

  • ASB Easy Life and Living
  • ASB Lifestyle Security Plan 
  • ASB FlexiLife
  • ASB MyLife
  • ASB Private Health
  • ASB Absolute Health
  • ASB MajorCare

For claims relating to the below products, email insurance.services@asb.co.nz

  • ASB Personal Loan Insurance
  • ASB Credit Card Repayment Insurance
  • ASB Lifestyle Security Plan Foundation 
  • ASB Borrowers Protection Plan

I have been stood down without pay, does my policy cover me for this?

We have made a temporary enhancement to help customers during COVID-19. If you hold a Redundancy Benefit with ASB, and you have been stood down without pay due to COVID-19 and you are not receiving any Government support (excluding unemployment benefits through WINZ), you can now make a claim on your Redundancy benefit subject to all other requirements of meeting an eligible claim being met.

Can I claim under the Redundancy Benefit temporary enhancements if I am employed by a relative?

No. Redundancy does not include a situation where the employer is owned by you, the life assured, or a close relative of yours or the life assured.

What should I do if I can’t make my insurance premium payments?

a. You can retain your cover and defer your premium payments 
If you have one of the below policies* with ASB and wish to retain your cover but are unable to afford your insurance premiums, you can request to defer for up to three months without your policy lapsing. If you are unable to pay or arrange a payment plan after three months, that policy will lapse.  At the end of this period, you can either pay all outstanding arrears and your policy will continue; or you can contact AIA New Zealand Limited who underwrite ASB's insurance products* and will work with you on a flexible repayment plan.

* ASB Easy Life and Living, ASB Lifestyle Security Plan, ASB FlexiLife, ASB MyLife, ASB Private Health, ASB Absolute Health, ASB MajorCare.

b. You can suspend your cover
AIA has an option where you can suspend your cover for a nominated fixed suspension period of less than 12 months, if you have one of the below policies*.

The suspension of cover option can be used if you are in any of these situations:

  • Been made redundant
  • On parental leave
  • On leave without pay
  • Income from employment reduced by at least 20%
  • Decline of 30% or more in revenue, if you're self employed 

* ASB Easy Life and Living, ASB Lifestyle Security Plan, ASB FlexiLife, ASB MyLife, ASB Private Health, ASB Absolute Health, ASB MajorCare.

To understand the impacts of suspending your cover, please read the remainder of the FAQs in this section.

c. Other options to consider
Several of our policies allow you to make changes to your existing policy to reduce the premiums, without cancelling. These include:

  • Restructuring benefits - you may be able to make changes to your benefits to reduce the cost.
  • Increasing excess amount on your health insurance - the excess level can reduce the premium you are paying. However, ask yourself the question, could I afford to pay the increased excess amount if I needed to make a claim?
  • Extending the wait period or reducing the benefit payment period on Income Protection - changing either of these options can reduce the premium on Income Protection benefits.
  • Reviewing payment frequency - premiums for policies can normally be paid over a number of different frequencies which can make budgeting easier.

To discuss any of these options on your premiums and cover, contact us on 0800 272 543 from 8am to 6pm Monday to Friday.

If you hold an ASB insurance policy that is not mentioned above, you might be able to apply for other ASB support online

Applying for personal banking support but not registered for FastNet Classic internet banking? Please call our contact centre during opening hours on 0800 272 205. We are experiencing high call volumes, so we appreciate your patience.

If I choose to suspend my cover, what important information do I need to know?

a. Can I just suspend some of my benefits and keep others active? 

Yes, you can suspend individual benefits and keep others active.

b.Can I reinstate my cover prior to the end of the suspension period? 

If you suspend your cover due to redundancy or leave without pay, you will not be able to re-activate your cover before the nominated suspension period ends.

c. Am I covered for claim events that occur during the suspension period? 

No. You will not be able to claim for any claim events that occur during the suspension period. 

d. Am I covered for any conditions that develop during the suspension period? 

This will depend on the product that you hold. 

ASB Lifestyle Security Plan
Conditions developed during the period of suspension remain covered following the reinstatement of the policy. For example, if you are diagnosed with cancer during the suspension period and subsequently die of the cancer once your Life Cover policy is reinstated, you will be eligible to receive a claim payment.

All other eligible policies*
The Suspension of Premium provision based on the ASB Lifestyle Security Plan product range (above) applies in addition to any other provisions that may appear in your policy. For example, if you are diagnosed with cancer during the suspension period, you will be covered for any future claim events that are first met after your policy is reinstated cancer related or otherwise.

* ASB Easy Life and Living, ASB FlexiLife, ASB MyLife, ASB Private Health, ASB Absolute Health, ASB MajorCare.

e. Is there a limit on how many times I can suspend? 

You can suspend your policy multiple times, up to 12 months in total.

f. What happens if I am in arrears and then suspend my cover? 

You can either pay all outstanding arrears at the end of the Premium Suspension period and your policy will continue or you can organise a repayment plan for the missed premiums at the end of the Premium Suspension period. We will work with you to put in place a flexible repayment plan.

If you do not contact AIA at the end of the period to arrange either repayment of the arrears or a repayment plan, your policy will lapse.

General Insurance FAQs

I am struggling to pay my general insurance premiums, what can I do?

Business insurance: 
Contact IAG directly on 0800 006 177. The team will work through options with you.

Home, contents and motor insurance: 
There are a number of options you can consider to reduce your premiums: 

  • Review the type of cover you have, Private Motor Vehicle offers three options 
  • Consider increasing the excess on your home or contents policy 
  • Consider changing your payment frequency, you can choose from Fortnightly, Monthly or Annual payments 

If these options are something you would like to consider, please contact us on 0800 200 252 to talk to the team. 

If you need other financial support due to the impacts of Covid-19, we have a range of options to help for what's ahead. You can find out more about how ASB can support you on our dedicated Covid-19 support page and apply for this support online.

Travel Insurance FAQs

Will I be covered if COVID-19 impacts my travel plans?

Take a look at the latest ASB Travel Advisory to keep up to date on how COVID-19 could impact your cover.

How do I make a Travel Insurance claim?

If you need to make a claim, contact us on the below numbers:

  • If you are overseas and need emergency assistance contact First Assistance: +64 (4) 890 4974
  • For non-emergencies while overseas contact Cigna on +64 (4) 890 4954
  • If you are home and need to make a claim contact Cigna on 0800 660 141

For further details on the claims process, refer to the Travel Insurance Claims Guide.

Fraud FAQs

I received an ASB email about COVID-19 which could be phishing. What should I do?

Be extra aware of scams circulating in relation to COVID-19. Remember, ASB will never ask you to log into internet banking from an email or txt message. Please forward all suspicious emails to phishing@asb.co.nz

Branch FAQs

Will I be able to visit a branch during the lockdown?

Yes, some branches are operating on limited hours for essential banking services only. If you can, please use an ATM, online banking or the ASB Mobile app.

For the safety of you and our teams, please only come to a branch if you have an urgent essential banking need. Check here for more information on branch availability. 

What are you doing to increase hygiene in your branches?

We've increased frequency of cleaning in branches, provided additional hand sanitizer and encouraged a focus on good hygiene, including handwashing as recommended by the Ministry of Health.

Can I wear a protective face mask when visiting your branches?

If you feel more comfortable wearing a mask, then you are welcome to do so. We may ask you to raise the mask briefly if we are unable to complete customer identification and verification procedures while you are wearing your mask.

What are critical banking services?

Services and transactions that cannot be completed online, or those with an urgent deadline. We ask that you try to complete your banking requirements online before coming to visit the branch.

Click here to check the list of our essential services available during COVID-19 restrictions.

I need to withdraw cash, should I go to the branch?

You do not need to visit a branch to withdraw cash in most cases. You can use any bank's ATM to withdraw cash with no fees (however, for credit card withdrawals cash advance interest may apply).

Contact us

Have a critical or urgent query?

Our contact centre is open to assist customers with critical banking requirements or urgent queries. Please click “Call us” link below for details.

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Have a general question?

Our team will get back to you as soon as they can.

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If you are registered for ASB internet or mobile banking you can complete our online support request form and our team will get back to you as soon as they can.

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ASB Terms and Conditions apply.

The $20 credit will be transferred to the account you used for your qualifying transaction within 10 business days of it completing (ie when it’s no longer pending). Offer not transferrable or redeemable for cash.

Eligible supermarkets include New World, Pak’n’Save, Countdown, Four Square, Fresh Choice and Farro.

**Apple Pay works with iPhone 6 and later in stores, apps and websites in Safari; with Apple Watch in stores and apps; with iPad Pro, iPad Air 2 and iPad mini 3 and later in apps and websites; and with Mac in Safari with an Apple Pay enabled iPhone 6 or later or Apple Watch. For a list of compatible devices, see support.apple.com

Apple, the Apple logo, Apple Pay, Apple Watch, iPad, iPhone, iTunes, Mac, Safari and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries.

Please refer to ASB Apple Pay Terms and Conditions.

Any NFC compatible Android device running Android version 5.0 and above is compatible for Google Pay.

Android and Google Pay are trademarks of Google LLC. For more information please visit the Google Pay support page. Please refer to Google Pay with ASB Pay Terms and Conditions.

The availability of insurance cover is subject to your application being approved. All applications are subject to individual consideration. Special conditions, exclusions or premium loadings may apply. An excess applies for most benefits. For full details refer to the policy document which is available on request from ASB Bank Limited.

ASB life, health and disability insurance is underwritten by AIA New Zealand Limited ("AIA").

General Insurance is underwritten by IAG New Zealand Limited ("IAG").

Travel insurance is underwritten by Cigna Life Insurance New Zealand Limited ("Cigna").

All licensed insurance providers are required to have a financial strength rating from an approved rating agency. See further details about AIA's financial strength rating, IAG's financial strength rating, and Cigna's financial strength rating.