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We're here to help for what's ahead

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The following information is current as at 27 March 2020, keep coming back here for the latest information.

ASB has looked after our customers in the face of many challenges over the years, and we'll continue to do the right thing for our people, our customers and our communities as New Zealand manages the impacts of the COVID-19 (coronavirus) pandemic.

We know it's more important than ever that we help you take care of your financial wellbeing, so you can concentrate on looking after yourself and your loved ones.

We promise to do what Kiwis do best: stand by each other in the face of a challenge. Together, we can discuss your financial wellbeing and identify options tailored to your needs. Let's plan and face these challenges head on.

We understand that this is concerning and our team are here to help. Our call centre is experiencing unprecedented call volumes, please use the enquiry form and our team will get back to you as soon as they can.

Below is information on the support that is only available for COVID-19 impacted ASB customers.

How we can help

If you're an ASB customer and you have been impacted by COVID-19, we have a range of options to help for what's ahead. You may also be eligible for support from the Government under their support package. For more information or to apply, select the support category that best applies to your circumstances below.

Personal Support

Government Support Package

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 Options

Access

For customers seeking greater access to savings and new credit we have introduced:

  • Access to emergency funds via a 90‐day temporary overdraft facility at a concessional interest rate:
    • Up to $5,000 for ASB home loan customers
    • Up to $1,000 for ASB personal customers
      ASB's lending criteria and terms apply (subject to salary credited to ASB account before 1 March 2020).
  • Waiver of home loan application, top-up and re-documentation fees (Early Repayment Adjustment fees still apply).
  • Early access to term investment funds in cases of hardship for customers that are eligible.

Relief

For customers seeking relief from fixed financial commitments and interest costs, we have options available for you depending on your circumstances.

If your income has been impacted by COVID-19:

  • Interest only repayments on home loans for up to 6 months
  • Mortgage repayment deferral for up to 6 months (interest will still be added to the loan, meaning your loan balance will increase)
  • Interest only and repayment deferral options for personal loan customers

If you have been impacted by any other COVID-19 related reason:

  • Interest only repayments on home loans for up to 3 months
  • Mortgage repayment deferral for up to 3 months (interest will still be added to the loan, meaning your loan balance will increase)
  • Interest only and repayment deferral options for personal loan customers

Important note about mortgage repayment deferral: interest is still charged and added to the loan, meaning 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.

ASB’s lending criteria and terms apply.

Assistance

Your financial wellbeing is our priority. As a result, we are:

  • Increasing resourcing to support customers adversely affected
  • Maintaining our 24/7 support and banking services

If you have questions or concerns regarding what COVID-19 means for you personally or how it may affect your business, talk to us sooner rather than later.

We'll tailor options that meet your needs and work side-by-side through this challenge.

Apply for support

Business Support

Assistance

Government Support Package

The New Zealand Government has released a package to help cushion the effect of COVID-19 on businesses and support the economy. The package includes a wage subsidy scheme, leave and self-isolation support and business cash flow and tax measures. Applications can be made on the website for the Ministry of Social Development. We are here to assist you when navigating the Government package options. 

Your financial wellbeing is our priority. As a result, business customers who have suffered major hardship as a result of coronavirus may require tailored support; we have a range of services available. Following Tuesday's announcement from the Finance Minister, we are finalising how we strengthen the financial support we offer businesses. We will share this information in full when we are able, so please check this page regularly for updates.

Access

For customers seeking greater access to savings and new credit we have introduced the following:

  • Access to emergency funds via a 180‐day temporary overdraft facility of up to $200,000
  • Access to business working capital of up to $200,000
  • Early access to term investment funds in cases of hardship for customers that are eligible. 

ASB's lending criteria, terms and conditions applies.

Relief

For customers seeking relief from fixed financial commitments, interest costs and fees:

  • Defer loan payments for up to 6 months (interest will still be added to the loan)
  • The ability to restructure to interest only loans for 6 months
  • The ability to extend terms to reduce your repayment amounts
  • No establishment fees when establishing or re-documenting a home or business loan. Early Repayment Adjustment fees still apply
  • Refund default interest and any fees on accounts over their limit for 6 months
  • Line fee waivers on Commercial Credit Facility, Commercial Flexible Finance Facility and Business Overdraft for 6 months
  • For eligible small businesses, we will refund Interchange and Merchant Service Fees charged for debit contactless transactions during the period from 23 March 2020 until 30 June 2020.*

*Eligible small businesses are businesses that aren't relationship managed by either our Commercial or Corporate relationship teams. This offer does not apply to fees charged for processing credit contactless transactions or other types of transactions. Refunded fees will be credited to your account within 5 business days after your Interchange and Merchant Service Fees are deducted.

ASB's lending criteria, terms and conditions applies.  

If you have questions or concerns regarding what coronavirus means for you personally or how it may affect your business, talk to us so we can understand and work through your individual circumstances.

We'll tailor options that meet your needs and work side-by-side through this challenge.

Apply for support

Answers to your questions on COVID-19 and your financial wellbeing

If you'd like to speak to us directly, you can contact us.

Stay up to date with COVID-19's effect on KiwiSaver & investments 

Check out our blog for background on market volatility and why it's affected your account balance

Read out latest market updates here

Listen to our market update podcasts on our websiteApple Podcasts or Spotify

Answers to frequently asked questions

Keeping your business resilient

No doubt you’ve spent time recently considering the potential impacts of COVID-19 (coronavirus) on your business. The financial wellbeing of you and your business is a priority for us. We promise to do what Kiwis do best: stand by each other in the face of a challenge. 

Read more Apply for support

Ways to do your banking

We are here to help, but how we help will look different for the next little while as New Zealand responds to the Level 4 COVID-19 scenario.

  • 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.
  • 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.
  • You can use any bank's ATM to withdraw cash with no fees (credit card withdrawals will incur a fee).

Branch update

To help combat COVID-19, most of our branches will be closed whilst the country is at alert level 4.

A small number of branches will be available during reduced hours on Tuesdays or Thursdays between 10am and 2pm to provide essential banking services for customers that can't use ATMs, phone or online banking. We will constantly review our service and may adapt branch availability in the coming weeks. 

While nothing replaces the personal touch, it is essential for your safety and that of our teams that branch visits are limited to critical banking needs over this time.

For more information on the available branches along with details regarding self service options visit this page.

What you can do

Being prepared is the best thing you can do for you and your family. Your financial wellbeing is our priority, so let us work with you to help with any financial situations.

  • If you have travel plans that could be affected, take a look at the latest ASB Travel Advisory to keep up to date on how COVID-19 could impact your cover.
  • Be watchful for scams and phishing attempts that seek to attract attention by referring to the Covid-19 virus. Below are some of the scams to be aware of:
    • Messaging relating to investing in health-related products such as vaccines, or financial products such as cryptocurrencies or precious metals
    • Phishing emails/texts and phone scams which reference supplying bank account details or asks you to open attachments.
    • Working from home job offers where you are asked to pass sums of money through your bank account and on-send to other accounts

For more information and tips to help you identify scams check out our ASB Online Security page.

Being prepared is the best thing you can do for you and your family. Your financial wellbeing is our priority, so let us work with you to help with any financial situations.

We promise to do what Kiwis do best: stand by each other in the face of a challenge. Together, we can discuss your financial wellbeing and identify options tailored to your needs. Let's plan and face any potential challenges head on.

Contact us

Have a critical or urgent query?

Our contact centre is open from 8:30am - 5:00pm seven days to assist customers with critical banking requirements or urgent queries

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Have a general question?

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

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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