COVID-19: Customer Support

Personal Loan support during COVID-19

About our support package and how to apply.

 

 

Already on a COVID-19 Personal Loan support package?

 

 

If you are currently on a support package, you can find out more information about your options by visiting our Personal Loan Support Package Options page.

Learn more

Making your first repayment

If you were on a COVID-19 Personal Loan support package and your pause period has ended, you’ll now need to start making repayments once again. You can find out more, including how to view your repayment amount and frequency, by clicking ‘learn more’ below.

Learn more

A 3-month pause of repayments and interest for those financially impacted.

If you've lost your job or suffered loss of income as a result of COVID-19, you can apply for our 3-month personal loan support package.

 

Apply for support

 

 

What is the personal loan support package?​

 

 

The support package means that for three months:

  • You will not be charged or accrue any interest on your account
  • You will not be charged the monthly administration fee
  • You will not be required to make any repayments.

It’s important to note that this is a ‘pause’ in interest charges, monthly administration fee and repayments. After the 3-month support period, you will need to make the regular repayments again.

Missed payment fee waiver

If you’re approved for COVID-19 support you’ll be refunded any missed payment fees charged between when you applied and when the package was approved.

Am I eligible?

You can apply for the COVID-19 support package if you:
held your personal loan account on the 1st January 2020 and haven't applied for hardship assistance on this account, or the account isn't currently under hardship assistance
have been up-to-date with your minimum repayments at some point during the last 90 days and
have lost your job or suffered a loss of income as a result of COVID-19

Don’t think you’re eligible? Check the FAQs below to see whether you should apply for hardship support.

 

 

How do I apply?

 

 

All requests are through the online registration form which you can access via the ‘Apply for support’ button.

Due to the unprecedented volume of requests, processing may take some time. Please do not submit more than one form (unless we ask otherwise, by direct communication with you), as it will delay us processing your request.

 

Apply for support

 

 

FAQs

There are key differences between the two types of support:

  • With our COVID-19 support, your statement will appear as ‘up-to-date’ and you’ll still be able to access that account
  • ​Hardship support will mean your account is temporarily locked so you can’t use it, and your statement will show as ‘in arrears’
  • Your credit history reports will be different too. With COVID-19 support it will be reported as ‘up-to-date’ whereas with hardship support it will be reported as ‘under hardship’. 

So, if you do qualify for COVID-19 support  (Check the 'Am I eligible?’ section above), only apply for that in the first instance. 

If you don’t qualify for COVID-19 support and need assistance, or you still need support after the 3-month COVID-19 support period, hardship support is available.


See what else we're doing to help

We've always supported our customers and community through the good and tough times. We will continue to be here for you as the COVID-19 situation evolves.

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