Ways we can help


 

 


 


COMMON QUESTIONS ABOUT

COVID-19 and your banking

  • What branches are open in Auckland during Alert Level 3 beginning Wednesday 12 August?

    Our Newmarket and Takapuna branches will remain open for normal hours, 9am-5pm from Wednesday 12 August to offer basic transactional services (e.g. cash withdrawal, payments). You can be assured these branches will be cleaned to the highest standard, two-metre social distancing will be applied and full contact tracing will take place. 

    From midday Wednesday 12 August, our Botany and NorthWest branches will be closed until further notice. 

    While Auckland is in Alert Level 3, your local Auckland branch teams will still be available to hold more in-depth appointments with you to support your financial and lending needs, however these will be carried out over the phone or video call. Please bear with us if we need to be flexible with this, we’ll work with you to find a suitable solution. 

    We will continue to review these hours in line with Government Alert Level guidelines and will update our website and advise customers of any changes. 

  • Are your branches across the rest of New Zealand open as normal?

    All other TSB branches around the country are currently open for normal operating hours. These branches will be cleaned to the highest standard, two-metre social distancing will be applied and full contact tracing will take place.

  • What measures are being put in place to keep us safe if we visit you in branch?

    Keeping our people, our customers and the wider community safe is our top priority. All of our branches across New Zealand will be cleaned and sanitised to the highest standard, customers will need to keep a two-metre distance from each other and TSB team members and full contact tracing will take place. In our Auckland branches, our people will also be wearing face masks.

    Just like we are ensuring our people stay home if they are sick, we are also encouraging our customers to avoid visiting our branches if they are feeling unwell.

  • What can I do if I don’t have mobile or online banking?

    If you want help setting up mobile or online banking, call us on 0800 872 226. If you can’t use these services because of disability or other reasons, please talk to us and we will see what we can do to help.

  • What do I do if I’m having financial difficulties as a result of COVID-19? How can you help?

    We're committed to supporting our customers in this challenging time, so if you are facing potential hardship as a result of COVID-19, we have options available to help. You can find information and application forms for support options here or you can call 0800 872 226 to discuss. 

  • What should I be doing with my Kiwisaver?

    The best way to get advice on your Kiwisaver is by contacting your personal provider. If you need more information about your Fisher Funds KiwiSaver, please visit Fisher Funds Coronavirus FAQs

  • Am I covered for insurance claims relating to COVID-19?

    If you need information about your Travel, Life, or Prime Life Insurance, you can call Cigna (the underwriter) directly on 0800 244 467

    If you need more information about:

    • Cigna COVID-19 in relation to your Travel Policy, please see Cigna's FAQs.
    • Your House, Contents or Car Insurance, please see Tower (the underwriter) for COVID – 19 updates

    If you already have Credit Card Repayment Insurance (please note TSB no longer offer this product), please see temporary enhancements to AIA’s (previously Sovereign) redundancy benefit in Credit Card Repayment Insurance – Employees stood down without pay, here.

  • Is TSB financially sound?

    TSB has capital and cash reserves that are well above the levels required of us by our regulator, the Reserve Bank. The best place to see this in detail is on the Reserve Bank’s own website where they lay out the financial strength of New Zealand banks on their financial strength dashboard.
     

                                              

High call volumes

We're currently experiencing higher than normal call volumes. Alternatively, please send us a message and we'll get back to you as soon as we can. 

SEND MESSAGE


Updated branch hours

How we will support you with your banking needs as Auckland moves into COVID-19 Alert Level Three and the rest of New Zealand moves to Alert Level Two from Wednesday 12 August.

UPDATED BRANCH HOURS
 

WANT TO KNOW MORE?
  • Don't forget to read this bit

    * This offer is available on a temporary basis and will be subject to the Bank’s usual terms, conditions and lending criteria.

    ** Interest will still be added to the loan