Skip to main content Skip to main navigation
Skip to access and inclusion page Skip to search input

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
  • Travel, trip cancellation and travel insurance
  • Bank accounts
  • Mortgages  
  • Landlord insurance
  • Superannuation
  • Life insurance and income protection
  • Other matters
     

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

Financial relief and help.

Help for businesses can be found in our COVID-19 Customer Support Package


For more information, please see our Business Support Package.

If you, or any member of your family, has become unemployed or experiences a material reduction in income due to COVID-19, you may be eligible for financial assistance offered by Westpac. On a case-by-case basis, we’ll be working with our customers to find solutions that will help address the financial impact caused by COVID-19.
 

To find out more information and if you are eligible, please speak to your Relationship Manager or call Westpac Assist on 1800 067 497.

Monday - Friday 8.30am-7.30pm.
Saturday 9.30am-6.00pm (Sydney time).

Help available with your home loan:

  • $10 billion home lending commitment: Westpac pledges to play its part to keep the property market and economy moving with $10 billion available to support more Australian residents into their next home.
  • Reduced Fixed Home Loan Rates: Switch your variable loan to a 2.29% p.a. (comparison rate 3.53% p.a.1) fixed rate2 home loan for one, two or three years for new owner occupied lending to Australian residents, with a Premier Advantage Package3 and principal and interest repayments. These rates do not apply to existing fixed rate loans. Effective Friday 27 March, subject to Westpac’s normal lending criteria being satisfied.
  • Repayment relief for home loan customers: Westpac customers who have lost their job or suffered loss of income as a result of COVID-19 should contact us for three months deferral on their home loan mortgage repayments with extension for a further three months available after review.
     

To find out more visit our Home Loans support page.

Help for existing deposit and transaction account customers:

All the support we offer deposit and transaction account customers is available for existing Consumer customers.
 

To find our more please visit our COVID-19 Customer Support Package.

Help for existing Credit card customers:

3-month pause on repayments and interest charges: If you’ve lost your job or suffered a loss of income due to COVID-19, and you currently have a credit card with us, you may be eligible for support.
 

To find out more about our support package, or to apply, please visit Credit Card support during COVID-19.

Help for existing Flexi Loan customers:

3-month pause on repayments and interest charges: If you’ve lost your job or suffered a loss of income due to COVID-19, and currently have a Flexi Loan with us, you may be eligible for support.
 

To find out more about our support package, or to apply, please visit Flexi Loan support during COVID-19.

Tailored help for small business customers:

  • 200 basis point reduction on overdrafts effective Monday 6 April 2020.
  • 100 basis point interest rate reduction for small business cash-based loans, effective Monday 6 April 2020.

Should you expect to face difficulty in making payments on your accounts, due to COVID-19, we‘re here to help.
 

If you are a Consumer customer or Auto-Finance customer and need to apply for assistance with your Credit Card, Home Loan, Personal Loan or Auto-Finance repayments please complete this form.

We’re facing unprecedented times and appreciate there is much uncertainty due to COVID-19. Should you expect to face difficulty in making payments on your accounts, we’re here to help. If you are a Business customer and need help please visit COVID-19: Help for business customers

The COVID-19 support Customer Support Package, has measures offered to help consumer and small business customers. Even though your credit score is not impacted if you receive repayment relief, you may want to speak to a financial advisor to ensure you understand the financial implications.  In some cases, there may be other options available to you, like restructuring your debt. For more details, please see the FAQS, “What COVID-19 help is Westpac offering to new and existing customers?” and “What COVID-19 help will Westpac offer to new and existing business customers?”

Defer your loan repayments

If you need to defer your Auto Finance, Credit Card, Flexi Loan, Mortgage or Personal repayments please complete this form.  

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.  

Financial Assistance from Westpac

Financial assistance can be requested for different life events such as change in income, illness, a relationship breakdown, or emergency events like natural disasters and the current COVID-19 situation. If you have been impacted by COVID-19, you may be able to defer your repayments in the short term. Other options may also be available.


If you need assistance please complete this form

Conducting my banking.

We love serving you in our branches. We’re taking all necessary precautions to protect the health and safety of our people and customers. For more information, go to Visiting our branches and temporary branch closures.

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.

Travel, trip cancellation and travel insurance.

Bank accounts.

Mortgages.

Your fixed rate home loan contract gives you the certainty that your repayments won’t change for a fixed period. If interest rates go up, you’re protected from the rises, but if they go down, you can’t take advantage of it without breaking your fixed rate first.
 

For home and investment property loans see this break costs fact sheet (PDF 120KB).
 

To find out whether a break cost will be applicable for your loan, please call 132 558 to request a quote.
 

Find out more detailed information on our COVID-19 home loans support page.

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.

The Government has announced it will introduce legislation that if passed will allow eligible individuals affected by COVID-19 related downturn to apply to have limited access to their superannuation.
 

Find out more about the Government changes and COVID-19.

Life insurance & income protection.

New insurance applications, including increases to existing cover, will continue to be accepted however assessments will consider any travel to overseas countries on the Federal Government’s do not travel list as a result of COVID-19. 

Other matters.

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.

Things you should know

1 Comparison rate: The comparison rate is based on a loan of $150,000 over the term of 25 years. WARNING: This comparison rate is true only for the examples given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate. 

2 Fixed interest rates: Interest Rates displayed are for Australian residents only. The Bank will apply the fixed rate that is available at the loan settlement date or the date the fixed rate period commences, unless the customer locks a fixed rate in on the loan using our Rate Lock feature. The rate lock fee is 0.10% of the loan amount. At the end of the fixed rate period the interest rate will convert to the applicable variable home loan rate and the prevailing Premier Advantage Package discount will apply to that rate.

3 Premier Advantage Package: Conditions of Use and a $395 annual package fee applies. You must either hold or be approved for a Westpac Choice transaction account in order to qualify and continue to receive the benefits of the Premier Advantage Package. Applicants must have a Westpac Choice transaction account linked to the home loan at the time of settlement and must keep this account open for 60 days after settlement. The cashback will be automatically deposited into this account within 60 days after settlement. Before deciding to acquire a Westpac Choice account, read the terms and conditions, and consider whether the product is right for you. Tax consequences may arise from this promotion for investors and customers should seek independent advice on any taxation matters. Premier Advantage Package Conditions of Use (PDF 56KB)

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

5 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 Home loans: Conditions, credit criteria, fees and charges apply, credit provided by Westpac Banking.

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.