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FAQ

If you use www.nzhltransact.co.nz or the mobile app for internet banking you can contact our Client Care team directly on 0800 333 238 (+64 4 382 1768) to have your password reset. 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. Note: for security reasons your password cannot be reset via email

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.

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)

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. Please refer to the Fees and Limits Guide or contact us for details.

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.

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

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

  • Account: The account number - no hyphens (15 digits in total) e.g. 389001012345602
  • Account Name: Full name of the account - no initials
  • Address: Full street address (not PO Box)
  • Bank: Kiwibank Limited, Wellington, New Zealand
  • Swift Code: KIWINZ22
  If the New Zealand Home Loans account number begins with '12' please provide your overseas bank with the following details:
  • Account: The account number (15 digits in total) e.g. 12-3XXX-XXXXXXX-XX
  • Account Name: Full name as shown on your account
  • Bank: ASB Bank Limited, 12 Jellicoe Street, Auckland 1010, New Zealand
  • Branch: Auckland
  • Swift Code: ASBBNZ2A
  • Clearing Code: 123236

The app is available through the Apple App Store and Google Play. Search for “New Zealand Home Loans Mobile Banking”. Note: This app is only available for iOS & Android devices at this stage. Other device types such as Windows phone or Blackberry will need to use the website based Internet Banking site. It is also only available to clients with an account number that begins with the prefix '38' and use the NZHLtransact internet banking site.

The app is free to download and there are no additional service fees from New Zealand Home Loans to use the app. Standard data usage charges through the your mobile phone provider will apply though.

We know,  it sucks that not everyone gets to have mobile banking! We're working really hard to get this sorted because we know that having this access is important but as yet we don't have a confirmed eta for this.

This app is only available for iOS & Android devices at this stage. Other device types such as Windows phone or Blackberry will need to use the website based Internet Banking site. Devices using Android must be OS 4.1+, and they must have a screen resolution of greater than 320x400. Devices using iOS must be iOS 7.1 or higher.  

Do I have to use the 4 digit security code to login? No, this can be controlled in the "Settings" page. Can I use the same 4 digit pin as I use to unlock my smartphone already? Yes, although this is not recommended (e.g. kids that know your phone pin to play games will then be able to get into banking as well). What if I forget my 4 digit security code? Simple, just press "Login help" > “I forgot my code” and then use your standard internet banking login details. What if I want to change their 4 digit security code? Simple, just press "Settings" > "Security" > "Change Security Code".

If your account number begins with '38' or you use www.nzhltransact.co.nz  you can contact Client Care on 0800 333 238 (+64 4 382 1768) or email callcentre@nzhltransact.co.nz You can also download account statements from your ‘Statement vault’ on www.nzhltransact.co.nz If your account number begins with '12' or you use www.nzhlonline.co.nz you can contact Customer Care on 0800 500 173 (+64 9 487 9991) or email nzhlcustomercare@sovereign.co.nz

If the 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 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

The best way to update your details is by contacting your office / consultant who will make sure your details are updated with your home loan and/or insurance suppliers. If you can't remember which office or consultant you're with just drop us a line to info@nzhomeloans.co.nz or fill out this form (remember to include your full name, the address we currently have for you and what you'd like it to be changed to)

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 phone us on 0800 332 837 (+64 7 839 0998)

First, contact your NZHL Consultant either via phone or by filling in this form. They’ll help you through the claim process and make it as painless as possible.

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

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.

We can provide home loans for residential properties (subject to lending criteria). We can assist with:

  • First Home Buyers (including Welcome Home Loan)
  • Refinance
  • Investment properties

NZHL 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 NZHL model.

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 NZHL Consultant
  2. Email us at info@nzhomeloans.co.nz
  3. Phone us on 0800 332 837 (+64 7 839 0998)
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 NZHL 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. New Zealand Home Loans is 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