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IMPORTANT: Click here for latest information on how Bluestone supports customers during COVID-19.

COVID-19 Impact on Bluestone's Operations

This page contains up-to-date information on COVID-19's impact on Bluestone's operations, as well as updates on latest product, policy and process changes.

To our valued customers,

As we witness the continued spread of the global COVID-19 pandemic, doing what we can to support the health and safety of our employees, customers, business partners, and the wider community are our top priorities. We are closely monitoring communications from district health boards and the government, to help us respond quickly and appropriately to support this.

We understand that these challenging times will impact many of our customers in a variety of ways. For those who are having difficulty maintaining their loan repayments, we encourage you to reach out to us via the channels listed below.

For all of us, this is a period of uncertainty, but you can be confident that our dedication to you remains unchanged. We will continue to communicate clearly and transparently to ensure you remain updated.

Sincerely,

2020-03-19

Peter Wood
Managing Director, New Zealand

Financial Hardship Assistance

We understand the current situation makes it difficult for some customers to meet their home loan repayments. Bluestone has a long history of supporting customers experiencing financial hardship, and we have a range of options to support customers impacted by COVID-19.

Some of these options may include:

  • Accessing any funds you have built up in your redraw facility to cover payments
  • Payment Arrangements, whereby we can spread upcoming repayments over future months to cover a short term cash flow issue
  • Partial Payments, whereby you temporarily pay a lower amount on your home loan
  • Repayment holiday, whereby we will suspend your repayments for a period of time
  • As a last resort, if you decide to sell your property, we can offer a range of options to help with this process too, which could include suspended payments for 3 months for eligible customers

A Bluestone Hardship team member will be able to discuss the above options  and your personal situation with you, and make an assessment based on information you have provided. Once a hardship arrangement is in place, we may conduct reviews during the assistance period.

We understand that financial hardship can be distressing for our customers, and want to assure you that we are here to assist you, free of judgement. If you are experiencing difficulty, we encourage you to reach out as soon as you can. The sooner you speak to us, the sooner we can help - and the more options may be available to you.

However, please note that our team is currently experiencing a very high volume of enquiries. If you are currently not directly impacted, we ask that you hold off on contacting us so we can better assist our customers in immediate need. We have collated a list of links and resources at the bottom of this page, which may be able to help if you are concerned about your financial situation.

If you would like to discuss the options available to you, please press the button below to get in touch.

CHANGES TO PHONE SUPPORT SERVICE

In order to protect our employees, and to do our part to minimise the spread of the virus in our communities, all Bluestone employees are working from home for the foreseeable future.

To support this transition, we will be changing our phone support hours for all customers to 8.30am-5pm. Customers can also reach out via email at nzcustomerservice@bluestone.net.nz

Please also note that longer wait times may apply on our phone lines during this time. We appreciate your patience and understanding.

Helpful Links

Unite against COVID-19 - A central resource by the New Zealand government with up-to-date information for individuals and businesses, as well as tips for slowing the spread.

Q&A on coronaviruses (COVID-19) - A collection of frequently asked questions about the virus and its impact, answered by the World Health Organisation (WHO).

Novel coronavirus explainer video - A clear and detailed explanation of the virus by the WHO, covering origins to symptoms and prevention.