Last updated: 5:22pm, 2 April 2020

We’re experiencing a significant increase in calls to our contact centre due to COVID-19, which means the wait is longer than we’d like. 

We’re doing our best to help customers with urgent needs first, so please bear with us, and if your query isn’t urgent, consider other ways to do your banking.

If you have access to social media, you can private message us on Facebook and Twitter to answer any general queries.

Support for home owners

If your income has been affected by COVID-19 you may be able to reduce your current repayment amounts, or be eligible for ‘interest only’ payments for up to 12 months or a home loan repayment deferral (also known as a mortgage holiday) for up to six months. 

More about home loan support

Ways to do your banking

If you’re unable to do your banking face-to-face, we’re here to help you do your banking online, or on the phone.

Make sure we have the correct email address for you so you can stay up to date with information. Find out how to update your contact details through Internet Banking.

Register for Internet Banking

Registering for Internet Banking or Business Banking enables you to do your banking online.

If you’ve forgotten your password, you can now reset it online. If you’re a personal banking customer, find out how to reset your Internet Banking password. If you’re a business customer, your administrator can do this for you, or there’s an online form to reset your password.

Download the BNZ app

To do your banking on the go, download the BNZ app from the Apple Store or Google Play™. You can use it to authenticate your login, without needing to use your NetGuard card or token. For personal customers, you can also use the BNZ app to authenticate when you call the contact centre. 

Set up instant balances and automatic payments

Personal banking customers can set up instant balances on the BNZ app, which lets you check your balance whenever you need, without logging in.

You can also set up payees, and create and edit automatic payments and future date payments ahead of time.

Branches open during Level 4

Banking is an essential service, and we’re keeping a number of our branches open from 10am-2pm on Thursdays. This is to help our customers who cannot use ATM, phone, or online banking. 

See a list of branches open with limited hours during Level 4. 

Help us keep you informed

As the COVID-19 situation evolves, it’s important that we can contact you. Email is the fastest way of doing this, so please make sure we have your preferred email address. Find out how to update your contact details through Internet Banking. While you’re doing so, take a moment to check we also have the right phone number and physical address to reach you.

Experiencing financial difficulty

If you’re a personal banking customer and you’re experiencing financial difficulty – perhaps your work hours have been reduced, and you’re worried about how to pay your mortgage – get in touch as we have a range of options to help you.  You may be eligible for a home loan repayment deferral for up to six months, or ‘interest only’ payments for up to 12 months. Find out about hardship variations or call us on 0800 375 007,  Mon-Thurs, 8am-7pm or Fridays 8am-5pm.

KiwiSaver and market volatility

Uncertainty in international financial markets caused by the impact of COVID-19 is affecting the value of investments in the BNZ KiwiSaver Scheme and other investment products. Seeing the value of your investments drop can be upsetting, particularly when you don’t know how long the impact of COVID-19 will last. The key thing when managing your KiwiSaver account or other investments is checking that you’re invested in the right fund for your long-term goals. Find out more.

Before you call us with questions about your KiwiSaver, check out this article by our General Manager of Wealth, Peter Forster, who answers the most frequently asked questions we’ve received in response to COVID-19. 

Insurance

We’re committed to supporting our customers during this uncertain time and all claims will be assessed as usual based on the existing terms and conditions of the policy. Please get in touch if you have any questions about your cover, paying premiums, or need to make a claim. 

Life insurance

None of our life insurance policies have a pandemic exclusion, so any death or illness claims related to COVID-19 will be assessed as per the usual process. Call us on 0800 808 648 (Mon-Fri, 8am-6pm) to help with any questions about your cover, paying premiums, or if you need to claim. If you’re thinking about new or additional cover, you will be subject to a risk assessment. You should make sure you’re clear on limitations to cover on particular benefit types. Find out more

Travel insurance

We’re working with our travel insurance partner Cigna to provide better clarity for existing customers on any cover for COVID-19 related issues on our travel insurance plans. Call BNZ Travel Insurance on 0800 269 872 or see our safe travel advisories page for more information.

Health insurance

BNZ PrivateHealth Cover is underwritten by UniMed. It doesn’t contain any general exclusions for COVID-19. All UniMed insurance covers complement the public healthcare system, meaning there is no cover for acute care itself, but, depending on the plan you have and your particular medical situation, you may have cover for conditions that may develop as a result of COVID-19.  For more information email UniMed or call them on 0800 600 666 . 

Home, contents, car, and boat insurance

If you have an urgent query such as making a claim, settling a home purchase, or making a payment, call 0800 808 618. For non-urgent queries, email your details to premiercarereferrals@iag.co.nz

Credit and debit cards

Moving from Low Rate Mastercard to Lite Visa

If you received a letter from us dated 11 March 2020 letting you know your Low Rate Mastercard would be transferred to a Lite Visa on 2 April 2020, we want to let you know that the transfer of your credit card is now on hold. This means you will not be transferred to a Lite Visa on 2 April 2020, and you can keep using your existing Low Rate Mastercard until further notice. We’re doing this to make sure you don’t experience any unnecessary disruption while we’re in Alert Level 4. We’ll get in touch with you again to let you know when your credit card will be transferred. 

Upgrade to a Flexi Debit Visa for contactless payments

In the current environment, we encourage the use of contactless payments (payWave) as a way of reducing contact while you’re making a payment. To do this, we recommend that you upgrade from an Eftpos card to a BNZ Flexi Debit Visa (with no annual card fee)^ which will also enable you to shop securely online for things like groceries if you need to. 

Card delivery is an essential service, so you will still receive your card to the address we have on file for you during Level 4. You can check and update your contact details in Internet Banking. 

Stay scam savvy and be safe online

It is important to keep yourself safe online as people are using COVID-19 as an opportunity for scams. We have practical online tools at getscamsavvy.co.nz to help you identify scams and keep your personal information and money safe.

Information for businesses

Business Finance Guarantee Scheme

Together with the Government, we’ve set up the Business Finance Guarantee Scheme (BFGS), making more than NZ$1 billion available to our business customers affected by COVID-19 (coronavirus). 

Find out more

Remote access to banking

Now is a good time to check that you’re set up to do your banking remotely.

  • Make sure that everyone who needs access is set up to use Business Banking, so they can work remotely if needed.
  • Re-visit your limits and check they’re sufficient, so you don’t need to make changes if someone is away.
  • If you haven’t already, download and install mobile business banking on your smartphone. It can act as a substitute for your NetGuard token when logging in to Internet Banking for Business.
  • Set up mobile notifications for when money comes in, if payments are overdue or if a payment requires authorisation, so it doesn’t get missed.
  • You can also set up future dated payments and authorise important payments in advance.
  • Our MyBusiness Live platform can help you connect all your business apps like BNZ, Xero, MYOB and Facebook, so you can see how your business is tracking. Sign up for free access.

Ways we can support our business customers

We’re already speaking to many of our business customers who are feeling the economic impacts of COVID-19. Our best advice for customers in this position is to speak to us as soon as you can. If you’re a SME customer, call 0800 269 763. If you’re a business customer, contact your banker directly.

These are some of the ways we can offer support:

Cashflow

Our bankers have the ability to provide immediate access to funds, where required, to help customers with short-term cashflow requirements as a result of COVID-19. There are a variety of ways we may be able to help, so call us to discuss which of the following could be suitable for your situation^.

  • Ability to review and extend trade credit
  • Reduction in overdraft rates
  • Free up cash flow by refinancing your assets
  • Apply online for up to $100,000 of lending
  • Principal repayment holidays
  • Extension of term lending periods 
  • Short term loans 
  • Hardship loans 
  • Business credit card options 
  • Moving to ‘interest only’, on a case by case basis

We also have tools and calculators available to help you with things like cash flow forecasting and calculating loan repayments or staff costs.

Reduction in business overdraft base rates

Effective from 17 March 2020, we have announced support for our SME customers with a 1% cut in the base rates of our business overdrafts (Business First, Business Advantage, and MyMoney for Business overdrafts)^.

Waiving all contactless debit transaction fees for SMEs

Effective 20 March 2020, we are waiving contactless debit transaction fees for the next three months to provide additional help and support for our SME customers.

Waiving all BNZ PayClip device fees

For the month of April,  the BNZ PayClip device fees will automatically be waived to support our SME customers.

Asset finance

Our asset finance package can provide access to funding to further support your business. You may be eligible to free up cash flow by refinancing your assets with a current variable rate of 6.95% p.a. with flexible terms^. Find out more.

Online loans and overdrafts

You might be eligible for up to $100,000 of lending through QuickBiz, which is a way to apply for a business loan or overdraft online, without needing to provide additional security^. Find out more.

Partners Centres

All Partners Centres are temporarily closed, but we’re always here to help over the phone. Please call your banker, or if you’re a SME business customer, call us on 0800 269 763.

Small business insurance

For queries about BusinessFirst insurance, please email bnzbusiness@iag.co.nz or call 0800 007 751.

Ongoing work with the Government, NZTE and other key partners

We’re working closely with key New Zealand government entities to understand the evolving impacts, so we can support your business appropriately and provide you with relevant support and information.