If you haven't yet contacted us about your home loan, please fill in the Home Loan Support Form below

Home Loan Support Form

 

This page is to keep our SBS Members up to date on how we can help and the changes we’re making to support you during this time.

We want to reassure you that SBS continues to fully support your banking needs but in different ways as we play our part to eliminate COVID-19.

 

LATEST (updated May 13): As we move into Alert Level 2, from Thursday 14 May, we’re further extending our branch opening hours to every weekday 9am-2pm Monday-Friday.

Important: If you can do your SBS banking any other way, please use that option instead of visiting a branch at this time. ​Please do not visit a branch if you feel unwell.

Ways to bank

(Updated May 13) Branches Open Every Weekday from Thursday 14 May

  • All SBS branches have limited opening hours at the moment.
  • From Thursday 14 May, all SBS branches are open every weekday between 9am-2pm, Monday-Friday.  If you can do your SBS banking any other way, please use that option instead of visiting a branch at this time. ​Please do not visit a branch if you feel unwell.


How you can keep banking

If you’re not sure about your best options, please contact us and we’ll talk you through it. There will be a delay at times due to high call volumes, but we’ll get back to you as quickly as possible:

  • Contact Centre: Open 7am-9pm weekdays and 10am-4pm weekends. Tel: 0800 727 2265.
  • Online Banking: Access your banking online through Internet Banking or our mobile banking app. Details here.
  • Banking App: If you don’t have it already, download our app from the Apple Store or Google Play. You can check your balances, transfer money and pay bills from your phone. Details here
  • Messaging: You can also send us a secure message by logging into your Internet Banking – we’ll reply as quickly as we can.
  • ATMs: You can still use ATMs for your banking needs right round the country.
  • Eftpos: As part of the banking industry's response to COVID-19, it's been agreed to make a temporary change to the dollar limit for contactless payment (like PayWave). This means we’re increasing the contactless PIN threshold from $80 to $200 for all SBS Bank Credit and Debit MasterCard cards. This came into effect on April 9 and will continue until further notice. This change may not yet be released to all retailers, so you may still be prompted for a PIN for purchases over $80.

Need financial help?

We know what it’s like – we’re all Kiwis going through this together. Based on what our Members are telling us they need, we’ve made a number of changes to support you at this time. Ask us about:

  • Taking some money out of your term investments for day to day expenses
  • Mortgage deferral - see the FAQs below
  • Interest-only repayments - see the FAQs below
  • Extension of term lending periods - see the FAQs below
  • Helping with restructuring loans - see the FAQs below
  • Consolidating loans to help make repayments more manageable
  • Providing access to short-term funding
  • Personal loan (concessional rate)
  • Access to budgeting services
  • KiwiSaver hardship requests
  • SBS Visa Credit Card hardship requests


Credit Rating:  If you are eligible for, and decide you want to proceed with, a hardship support option, please note that this will not affect your credit rating. If you’re worried about today, next week, or next month, please get in touch with us:

Home Loan support: If you haven't yet contacted us, please complete this form rather than call our Contact Centre. This will help us better and more quickly respond to your individual situation for when we call you back.

Business: The government and banks have agreed in principal to a Business Financing Guarantee scheme to support New Zealand businesses facing hardship from Covid-19. We're working through the details and will update this page as soon as possible. To discuss your business situation with us in the meantime, please complete the contact form below and we'll get back to you very shortly. We know it’s a stressful time and appreciate your patience.

Other enquiries:  Our Contact Centre (0800 727 2265) is still receiving large numbers of calls and we apologise for any delays you are experiencing. If you call our Contact Centre and take the option of a call back, we are responding to these in the order the requests are made.​ Alternatively, please complete the form below and we will get in touch.

About SBS

We’ve been around for 151 years

Having been around for such a long time through some of the biggest events in history (world wars, depressions, floods, earthquakes), we know how to deal with tough times and our people know how to rise to the occasion.

SBS Bank is in good financial health, is well-capitalised and has very strong liquidity, enabling us to weather any storm the economy is faced with.

We continue to work closely with the Government, other banks and the Reserve Bank to ensure the financial system is strong and resilient.

Stay safe online

Just when we should all be pulling together, sadly some people will be trying to take advantage of others through scams and malicious cyber activity.

Not every email you get will be genuine. Please watch for:

  • Banking scams: If you get an email that says it’s from a bank and gives you a link to log in to your internet banking, DON’T USE THAT LINK. If in doubt, contact your bank and ask them about the email.
  • Stealing your information: Some emails will ask for your email address and a password to provide information on COVID-19. Others offer you a download which is designed to steal sensitive information, like passwords. Only use official websites for COVID-19 information.
  • Keeping safe: To learn more to help you keep safe online, visit our security information page here: https://www.sbsbank.co.nz/sbs-security

  

Useful Links

The New Zealand Government COVID-19 site: covid19.govt.nz.
New Zealand health advice: Ministry of Health website.

Looking after yourself: mentalhealth.org.nz/get-help/covid-19/

Frequently Asked Questions

 

How do I apply for SBS COVID-19 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 and to apply.

If you have been impacted by COVID-19 and would like to discuss financial support options, please contact us:

Home Loan support: Please complete this form rather than call our Contact Centre. This will help us better and more quickly respond to your individual situation for when we call you back.

Other enquiries: Please complete the contact form above and we will call you back. Our Contact Centre (0800 727 2265) is still receiving large numbers of calls and we apologise for any delays you are experiencing.

If you call our Contact Centre and take the option of a call back, we are responding in the order the requests are made.

What information do I need to provide to apply for SBS COVID-19 support?

To access support, we need to establish that you have been impacted by COVID-19.

  • Tell us if your income has reduced or been delayed, and you are now unable to meet your fixed financial commitments.
  • Tell us if you have suffered an unexpected loss of income (such as redundancy).
  • Tell us how long you expect that you will be impacted, or if you do not know.
     

When will I receive my support?

Once we have determined the best support for your situation, this will be implemented as soon as possible for you. You may be required to sign documentation.

Can I extend my loan term for more than three months?

If you require an extension on your home loan term, and you haven't yet contacted us, please complete this form rather than call our Contact Centre. This will help us better and more quickly respond to your individual situation for when we call you back​. 

Will a mortgage deferral affect my credit rating?

(Added April 8) No. Anyone who defers their mortgage repayments for up to six months through being financially impacted by Covid-19 will not have their credit rating affected as a result of the deferral - provided you were up to date with your repayments before Covid-19.

If I am in an interest-only term now, can I take a loan deferral?

Yes. Please complete this form rather than call our Contact Centre. This will help us better and more quickly respond to your individual situation for when we call you back.​

What will happen when my loan deferral ends?

When your loan holiday ends you revert to paying both the principal and interest. Your repayment amount will be recalculated and is likely to be higher than you were previously paying because of the capitalised interest payments . If you need continued support, and you haven't yet contacted us, please complete this form rather than call our Contact Centre. This will help us better and more quickly respond to your individual situation for when we call you back.

Can I break my fixed-term home loan?

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

What will happen when my interest-only period ends?

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, please complete this form rather than call our Contact Centre. This will help us better and more quickly respond to your individual situation for when we call you back. 

What information will I need to provide to prove that I’m eligible for support packages?

This will depend on your individual circumstances, but we are trying to make the process as easy as possible for our Members.

Where do I find the forms online for the Government assistance package?

Details for the various assistance packages offered by the government can be found here. There are links to the various factsheets outlining assistance packages available and how to apply.

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

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

Are your branches staying open?

(Updated 13 May) All SBS branches have limited opening hours at the moment.

From Thursday 14 May, all SBS branches are open every weekday between 9am-2pm, Monday-Friday. If you can do your SBS banking any other way, please use that option instead of visiting a branch at this time. ​Please do not visit a branch if you feel unwell.

You can also access your accounts 24 hours a day and do your banking through the SBS Mobile banking app, via Internet Banking, or over the phone.

Why is my KiwiSaver balance going down?

We are dealing with a crisis for which there is no precedent in modern history. Since the onset of the Covid-19 pandemic, every day brings some new extraordinary occurrence or stat. The future is clouded by uncertainty.

However, we would do well to remember that being hit by a ‘crisis without precedent’ is itself not unprecedented. The world has been here before. The Great War was unprecedented, as was the Great Depression of the 1930s, as was the GFC in more recent times.

All these crises sent finance markets into a tailspin for a time, as this one is doing. And just as they began, these crises also ended one day.

It may be a time to review your holdings and if you wish to speak to one of our Lifestages Advisers please feel free to email us with your contact details at contact@lifestages.co.nz and we will be in contact.

What can I do about my KiwiSaver balance going down?

Our investment is for the long-term investment. These short-term events should not change your long-term investment strategy, such as your choice of fund. If you’re in the correct fund for your goals 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 or switching funds may simply realise losses, particularly when markets have already dropped, and this 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.

What do I need to keep in mind when thinking about my KiwiSaver 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.

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

Reacting to the short-term volatility is not part of the investment philosophy that Lifestages uses for our investments 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.

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. Please refer to the Lifestages home page for some very good articles on this.

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 https://www.ird.govt.nz/kiwisaver and send it to Inland Revenue.

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. Find the full eligibility and application for KiwiSaver hardship withdrawal here.