Frequently Asked Questions


How is New Zealand Home Loans any different from a bank?

New Zealand Home Loans gives you the tools to be mortgage free faster with a personalised home loan. Unlike a typical bank we work with you to put a personalised plan in place to help you get out of debt, reduce the amount of interest you pay and use your savings to pay off your loan faster. 

We provide our clients with on-going support by reviewing your plan regularly to help you stay on track. Plus we’re never more than a phone call away should you have any queries or concerns or just need to discuss something.
 

What can New Zealand Home Loans provide loans for?
 
  • First home buyers
  • Refinance
  • New builds
  • Investment properties
Normal lending criteria applies. Contact us today to discuss your individual circumstances.
 

Who owns New Zealand Home Loans?

New Zealand Home Loans is 100% New Zealand owned and operated with its parent company being Kiwi Group Holdings Limited (also parent company of Kiwibank). In July 2012 Kiwi Group Holdings Limited attained 100% shareholding in the company recognising the potential of the New Zealand Home Loans model.
 

Should I fix or float my home loan interest rate?

Many bank economists in the media will try to advise about whether you should fix or float but at New Zealand Home Loans we know the fact of the matter is whether you should fix or float is entirely dependent on your individual circumstances. Our consultants can discuss this with you at a personal level to recommend what’s best for you.

 
How can I protect myself from interest rate rises?

You can’t control interest rates as these are determined by world markets and the economy. But by channelling your income you can take control of the impact those rates have on you. With this comes less debt meaning the interest rate becomes far less relevant.

 
How can I reset my password?

If you use www.nzhltransact.co.nz for internet banking you can contact our Client Care team directly on 0800 333 238 (+64 4 382 1768) to have your password reset. They will be able to help you with any internet banking and account enquiries you have.

If you use www.nzhlonline.co.nz for internet banking you can contact our Customer Care team on 0800 500 173 (+64 9 487 9991) to have your password reset. They will be able to help you with any internet banking and account enquiries you have.
 
If you need your password reset for www.mydebtnav.co.nz please contact your consultant who will happily help you with this. If you’re unsure about who your consultant is or have lost their contact details please contact us.

 
How can I request statements or query my account activity?
 
If your account number begins with '38' or you use www.nzhltransact.co.nz for internet banking you can contact Client Care on 0800 333 238 (+64 4 382 1768) or email callcentre@nzhltransact.co.nz

If your account number begins with '12' or you use www.nzhlonline.co.nz for internet banking you can contact Customer Care on 0800 500 173 (+64 9 487 9991) or email nzhlcustomercare@sovereign.co.nz
 

I would like to transfer funds from my New Zealand Home Loans account to an overseas bank account. How can I do this?

If your account number begins with '38' or you use www.nzhltransact.co.nz for internet banking please complete this form then either scan and email it to international@kiwibank.co.nz or fax it to +64 4 460 9292

If your account number begins with '12' or you use www.nzhlonline.co.nz for internet banking please complete this form then return New Zealand Home Loans, Customer Care, PO Box 33 845, Takapuna, North Shore or fax to 0800 363 565

 
I would like to have funds deposited into my New Zealand Home Loans account from an overseas bank account. What information do I need to do this?

If the New Zealand Home Loans account number begins with '38' please provide your overseas bank with the following details:
Account:

Account name:
Address:
Bank:

*Swift Code:
Correspondents:
Other info/reference:
The account number - no hyphens (15 digits in total)
e.g. 389001012345602
Full name of the account - no initials
Full street address (not PO Box)
Citibank N.A., 23 Customs St, Auckland 1010, New Zealand
CITINZ2X
Use Citibank NZ correspondents for all currencies
Add comment: ‘Forward to Kiwibank’

* The SWIFT code belongs to Citibank New Zealand, which accepts payments on behalf of Kiwibank/New Zealand Home Loans.
 

If the New Zealand Home Loans account number begins with '12' please provide your overseas bank with the following details:
Account:

Account name:
Bank:

Branch:
Swift Code:
Clearing Code:
The account number (15 digits in total)
e.g. 12-3XXX-XXXXXXX-XX
Full name as shown on your account
ASB Bank Limited, 12 Jellicoe Street, Auckland 1010, New Zealand
Auckland
ASBBNZ2A
123236

POLi - What is it, and is it supported by New Zealand Home Loans?
 
The POLi system provides an alternative online payment option by creating the ability to transfer funds directly between a customer’s internet banking account and a merchant.

Information about POLi is available on their website at: http://www.centricom.com/

Although POLi could work with New Zealand Home Loans internet banking, we do not endorse the use of any programmes that work through our clients’ internet banking unless they are explicitly supplied through a New Zealand Home Loans supplier.

The difficulty we have with such programmes is the possibility of them being designed or unlawfully adjusted with sinister intention, which can potentially leave you open to fraud. Because such programmes are designed outside of New Zealand Home Loans’ suppliers, we cannot make assurances as to their security. Therefore, as a result of this we have decided we will not support their use.

Clients who use services outside of those endorsed or owned by New Zealand Home Loans suppliers that interact with our internet banking (including POLi and the like) will not be covered by the Internet Service Guarantee. You may choose to use the service at your own risk. For help to set this up, please contact POLi directly for assistance.


How can I get a new EFTPOS card?

If your account number begins with '12' or you use www.nzhlonline.co.nz you can order a new card by contacting Customer Care on 0800 500 173 (+64 9 487 9991) or email nzhlcustomercare@sovereign.co.nz

If your account number begins with '38' you can order a new card online* at www.nzhltransact.co.nz (simply select 'Settings and Services' and then 'Order New Zealand Home Loans Card'). For assistance please contact Client Care on 0800 333 238 (+64 4 382 1768).

*If your card has been lost, stolen or needs replacing due to wear you will need to cancel your current card first which can also be done online at www.nzhltransact.co.nz.

 
Can I use my New Zealand Home Loans EFTPOS card overseas?

Yes, our EFTPOS cards can be used overseas.

If you have a CIRRUS logo on the back of your card you can use this at ATMs that display the CIRRUS logo.
 
If you have a PLUS logo on the back of your card you can use this at ATMs that display the PLUS logo.
 
Additional fees may apply.

 
I am filling out a direct debit form for my New Zealand Home Loans account – what do put down as the bank and branch, and where can I send this form to?

If your account number begins with '38' the ‘Bank’ is Kiwibank and the ‘Branch’ is Wellington, PO Box 2082. Please send to New Zealand Home Loans, Client Care, PO Box 2082, Wellington 6140.

If your account number begins with '12' the ‘Bank’ is ASB Bank and the ‘Branch’ is New Zealand Home Loans. Please send to New Zealand Home Loans, Customer Care, PO Box 33 845, Takapuna, Auckland.

 
I need to request a discharge of mortgage – who can I direct this to?

If the New Zealand Home Loans mortgage is under New Zealand Home Lending Limited please submit your discharge request via the Propel-lc website by logging in here:
https://propel-lc.net/LawyerPortal/Login.aspx

If you require assistance or need to be registered for free with Propel-lc, please phone the Propel-lc helpdesk on 0800 667 685. For any other queries please email: callcentre@nzhltransact.co.nz


If the New Zealand Home Loans mortgage is under Mortgage Holding Trust Company:

New Zealand Home Loans, Customer Care, PO Box 33845, Takapuna, Auckland 0740
Fax: 0800 363 565
Email: nzhlcustomercare@sovereign.co.nz

 
How do I make an insurance claim?

First, contact your New Zealand Home Loans Consultant. They’ll help you through the claim process. If you can’t remember their name or have lost their contact details please contact us.

 
Do I continue to pay my insurance premiums while I am on claim?

This is dependent on the type of policy(s) you have. Contact your Consultant or check your policy wordings to clarify.

 
Should I get prior approval if I am making a claim on a Health Insurance Policy?

Applying for prior approval means you can be confident you’ll be covered before undertaking treatment. Arrangements can also be made to pay your providers directly.

How do I make a complaint?

Your feedback is very important to us. If you feel that we’ve let you down in any way, we’d like to know about it so we can do our best to resolve things.
 
Here are the ways you can go about giving us feedback:
 
  1. Talk to your New Zealand Home Loans Consultant
  2. Email us at info@nzhomeloans.co.nz or go to Contact Us on this website
  3. Phone us on 0800 332 837
 
Our staff will attend to the matter and set in motion whatever action is appropriate to resolve your situation.
 
If after speaking with one of our Representatives you are not satisfied, you should contact a member of the New Zealand Home Loans Head Office Management Team on 07 839 0998.
 
If you remain dissatisfied with the way your complaint has been handled and are unable to gain satisfactory resolution, then you can refer the matter to our nominated Disputes Resolution Service. From November 2010 New Zealand Home Loans will be a member of the Financial Disputes Resolution (FDR) scheme, the contact details for which are: Freephone 0508 337 337 or Freepost 231075, PO Box 5730, Wellington 6145

 
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Disclaimer
The information contained on this website is general in nature and is not intended as advice. It may not be relevant to individual circumstances and before making any investment, insurance or financial planning decision; you should consult a professional adviser. Copies of our disclosure statements are available on request, free of charge.
 
 
Work for Us
New Zealand Home Loans is not about just selling loans. We are about unearthing our clients’ hidden plans and dreams and putting customised solutions in place to turn these plans into reality.