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COVID-19: Frequently asked questions

Here to help answer your frequently asked questions during the COVID-19 pandemic. We’ll update these with the latest information and guidance as the situation evolves.

Topics covered

  • Financial relief and help
  • Conducting my banking
  • Bank accounts
  • Mortgages  
  • Landlord insurance
  • Superannuation
  • Life insurance
  • Travel, trip cancellation and travel insurance
  • Recovery from a financial setback


For business banking related questions visit our COVID-19: Business support FAQs.
 

For questions about Repayment Insurance cover (also called Consumer Credit Insurance or CCI) visit our Credit Card and Loan Repayment Insurance page.

Financial relief and help.

Help for business customers can be found on our business support page.

We understand the COVID-19 situation may create uncertainty or financial pressure for some of our customers. We’re here to help.


Please complete the form in the COVID-19 Support Hub in online banking and we’ll contact you to understand your current circumstances and the assistance options that may be available to you. You can also visit the COVID-19 Customer Support page to further understand your options.


For all other financial hardship requests, please follow the prompts on the form.


Financial assistance can be requested for different life events such as change in income, illness, a relationship breakdown, or emergency events like natural disasters. This may allow you to reduce or defer your repayments in the short term. Other options may also be available.

Consumer Credit Insurance (taken out with a Credit Card or Personal Loan)

If your employment has been terminated because of a shortage of work, or your business has ceased to trade due to factors beyond your control, you may be eligible to claim on your Consumer Credit Insurance policy. If you have this insurance, check your PDS or lodge a claim for consideration by completing a claim form (PDF 65KB) or calling 1300 369 989.  

Conducting my banking.

At this time all merchants are accepting credit and debit cards and our ATMs will continue to operate as normal. We’re continuing to monitor the situation as needed to ensure that you can withdraw cash if you need it.

Yes, our extensive, nationwide ATM network includes Westpac, St.George, BankSA and Bank of Melbourne ATMs.

Find your nearest ATM

Yes, you can, at many of our ATMs.
 

Many ATMs at branches accept deposits. The process to deposit funds will vary according to the type of ATM being used (Smart ATM or standard ATM), and whether one is depositing money with or without a card. Follow the on-screen prompts for a step by step guide.  
 

ATM deposits using a Smart ATM will reflect the deposit immediately, cash deposits will be immediately available. However, cheques will take 3 or more business days to clear after they are deposited. ATM deposits using standard ATM's where the cash/cheque has been deposited using an envelope, will take 1 business day to reflect in the account, however will only be available within 1- 3 business days (dependent on whether the deposit is cash or a cheque).
 

Some standard ATM deposits in smaller towns and centres, may take longer to be cleared.
 

To find an ATM near you use our branch and ATM locator

Yes, you can. Business Express Deposit is the convenient and secure way to deposit your business cash and cheques. Many of our branches accept Business Express Deposits.
 

You are permitted to place only the following in the Business Express Deposit Bag: 

 

  • cash; and/or 
  • cheques; and 
  • deposit slips.
     

Find out more about Business Express Deposits.

Yes, you can, if you already use Night Safe banking. Night Safe banking allows you to deposit with the Bank 24/7 at most locations where this facility is available.

Night Safe locations

Find a branch with night safe services by using Advanced Search in our Locate Us tool.

Bank accounts.

Mortgages.

Landlord insurance.

Yes, if you have Optional Landlord Extras cover on your policy, you may be eligible to claim on the amount of rent owing since your tenant stopped paying, if they have been financially impacted by COVID-19.

 

All claims will be subject to the existing policy limits – up to $1,000 a week for a maximum of 10 weeks.

 

You will need to provide evidence, such as:

 

  • Copy of the current rental agreement, along with the details of any attempted re-negotiation
  • Documentation the tenant provided to show the impact of COVID-19 on their financial position

No, this situation is not covered by Landlord Insurance or Optional Landlord Extras cover. As there is a commitment for future payment, there is no unrecoverable loss for you at this stage.

No, the loss of rent benefit included in our Quality Care Landlord Insurance product is for when the investment property becomes unliveable as a result of an insured event, such as a storm or fire.

Superannuation.

Life insurance.

Travel, trip cancellation and travel insurance.

Recovery from a financial setback.

We're here to support you on your financial journey. That's why we offer you access to our financial resource centre, the Davidson Institute7. Here individuals, businesses, and community organisations, can access financial education on a range of money management topics to better understand their options and improve their financial decision-making skills.

             

There are resources in a range of learning formats, so you can learn about the topics that interest you, whether it is budgeting, planning for your future or business cash flow management.
 

The Davidson Institute is available to anyone who wants to improve their financial literacy and financial confidence.
 

Visit the Davidson Institute.

Take a look at the resources we've put together aimed at helping you get back on your feet following a crisis.

Things you should know

1 If your Westpac account is compromised as a result of internet fraud, we guarantee to repay any missing funds, provided you comply with ourOnline Banking Terms and Conditions (PDF 313KB) (PDF 277KB) effective as at 23 December 2019. Please refer to the Online Banking Terms and Conditions before registering for Online Banking.

All travel insurance offered by Westpac is issued and managed by AWP Australia Pty Ltd 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance (AGA) for the insurer Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. This includes Westpac Complimentary Travel Insurance that is included with your eligible Westpac credit card.

Subject to eligibility criteria. Deferred interest may be capitalised. This means that your repayments may increase for the remainder of your loan term.

The Davidson Institute offers a range of money management topics for individuals, businesses and community organisations to help them build their financial confidence. For more information visit www.davidsoninstitute.edu.au.

This information does not take your personal objectives, circumstances or needs into account. Consider its appropriateness to these factors before acting on it.

For Westpac Travel Insurance: Travel insurance is arranged by Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714. This insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance for the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Terms, conditions, limits, and exclusions apply.  This information is general only and does not take your personal objectives, circumstances or needs into account. Before making a decision please consider the Product Disclosure Statement. If you purchase a policy, we receive a commission which is a percentage of your premium - ask us for more details before we provide you with any services on this product.

For Deposit Products: Deposit products like term deposits and Choice accounts are issued by Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714. You should read the terms and conditions, available on our website, before deciding whether to acquire, continue to hold or dispose of interests in them.

Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714.