TSB COVID-19 Support

Some of our people have been doing different tasks to ensure we’re supporting our customers the best way possible in other COVID-19 Alert Levels. Moving to these hours from Monday 15 June gives us sufficient time to allow our people to wrap up what they’re completing at other sites, before returning to their home branches.
 

Some of our people are undertaking different tasks to ensure we’re supporting our customers the best way possible in the response to COVID-19. This means we’re unable to arrange the staffing required to open these branches on Saturday’s at this stage. If you need weekend support, you can call our Customer Engagement Centre 9am-5pm Saturday and Sunday on 0800 872 226. 
 

Keeping our people, our customers and the wider community safe continues to be our top priority. 

These branches will continue to be cleaned and sanitised to the highest standard and customers will need to keep a two-metre distance from each other and TSB team members, during the opening hours.

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.

TSB fully supports the Payments New Zealand industry initiative to increase the contactless payment limit to $200 in response to COVID-19. However due to third party provider constraints, not all New Zealand banks are able to apply this limit increase on existing cards right away and this includes TSB.

TSB Visa Debit and Credit cards currently held by customers will continue to have an $80 limit at this stage.

For your existing TSB Visa Debit or Credit card, contactless transactions using your existing physical card will remain as they do today. Purchases under $80 will not require a PIN, but anything over $80 will continue to require a PIN.

For any new or replacement cards issued from 9 April 2020, a PIN will only be required for transactions $200 or more. 

When TSB first introduced contactless enabled cards, our third party card provider coded the card to ask for a PIN for all transactions above $80 for your security. 

We didn’t anticipate an event like COVID-19 and are genuinely sorry we can’t change the cards you currently have to be eligible for the $200 limit. 

If you would like to have the increase to $200, we’ll happily issue you a replacement card that has this limit. 

Yes, if you’d like to request a new TSB Visa Credit or Debit card to access the new $200 contactless limit, we’d be happy to replace this for you.

To request a new card please use the ‘Contact Us’ secure messaging function within your TSB mobile app, or fill in this website ‘Message Us’ form, stating that you wish to replace your debit/credit card to access a higher PayWave limit. We’ll get back to you as soon as we can, but please do be aware we’re experiencing high demand due to COVID-19 and there may be delays.

Once your request has been processed, your new card should be delivered within 7-10 business days. Due to Covid-19 it may take longer. Your existing card will continue to work until you activate your new card. 
 

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.

• If you’ve been effected by COVID-19 and are experiencing financial difficulty complete our application form to defer your mortgage repayment or switch to interest only - we’re here to help.
   
• If you're a small business and have been effected by COVID-19, please complete our application form to reduce or defer your loan repayments. 

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

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

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.