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COVID-19
Personal Banking FAQs

Apply for support

Government Support

The New Zealand Government has released support packages - check here to see whether you can benefit from the package or you can use our Support Finder tool to find other government support you could be eligible for. 

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 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.

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

To learn more about your options relating to reducing mortgage repayments or extending the term of your home loan please contact our financial support team on 0800 272 735.

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

To see what your options are please contact our financial support team on 0800 272 735.

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 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. Minimum loan amount $2,000. ASB’s lending criteria, terms and conditions apply.

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 a call between 2-3 business days. If you are not an ASB customer, we recommend discussing your lending options with your current bank. ASB’s lending criteria, terms and conditions apply.

Contactless Payment FAQs

What is the contactless card PIN limit?

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.

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

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.

Are contactless transactions secure?

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.

What is the contactless PIN limit outside of 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.

I use Apple Pay or Google Pay and have not had to enter a PIN for transactions over $200. Why is this?

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.

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

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

KiwiSaver and investments FAQs

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.

How much can I withdraw from my Investment Fund?

We will waive the $2,000 minimum balance required in your ASB Investment Fund account so you can access all of your savings if you need it.

You still have the option to completely withdraw your funds and close your account. 

To find out more contact our Wealth Advisory team on 0800 108 084

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?

Emergency lockdown legislation that was passed allows all 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.

At COVID-19 Alert Levels 1 and 2 many lawyers will re-open their doors for business and some Justices of the Peace will also be offering their services, if you want to have your statutory declaration completed in person. If you're having difficulties completing a statutory declaration, please state this in your application and we can work with you on your options depending on your situation.

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 MyProtection
  • 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

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 MyProtection, 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:

  • Become unemployed or 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

No claim will be payable for any claim event (i.e. death, illness, injury, condition, or redundancy that you are claiming for under your policy) that occurs during the suspension period.

* ASB Easy Life and Living, ASB Lifestyle Security Plan, ASB MyProtection, 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 the 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 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? 

No, you will not be able to re-activate your cover before the end of the nominated suspension period.

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 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 MyProtection, 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.

What other support options are available to me for my home, contents and motor insurance?

IAG, the underwriters of our home, contents and motor insurance policies, have implemented a number of initiatives and amendments to policies to support our customers through this most recent lockdown. Visit their responding to COVID-19 page for full details.

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?

Branch services and opening hours vary at different Alert Levels.  You can find updates to branch information here

The best way to get in touch with us is by sending a secure message in FastNet Classic and one of our team will reply or you can find information on our Financial Support here.

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?

Branch services and opening hours vary at different Alert Levels. You can find updates to branch information here.

A list of available ATMs can be found here.

The best way to get in touch with us is by sending a secure message in FastNet Classic and one of our team will reply or you can find information on our Financial Support here.

Joining ASB FAQ

During COVID-19 lockdown you can start to Join ASB using the online form. If you can electronically verify your identity and address you will be fully up and running with us. If this is not possible then you may need to visit a branch when normal branch services resume. In the meantime, you can deposit money into your account and share your account details but you will not be able to start using your account until you have visited a branch so we can verify your identity. 

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.

Call us

Have a general question?

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

Ask now

Ready to apply for support?

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.

Apply for support

ASB Terms and Conditions apply.

**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.