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Manage an existing COVID-19 Home Loan support package

If you’ve received a support package^, you can find out more information about your options by visiting our Home Loan Support Package Options page.

Visit the home loan
 support package page


Request new support for home loan customers

If you've lost your job or suffered loss of income (including rental income) as a result of COVID-19, we’re here to help through this challenging time. Please note the 2020 Support Package is no longer available however we can help provide a tailored solution that will give you the support you need to get back on track.

You can request help via the COVID-19 Support Hub in Online Banking


Help over the holiday period for customers impacted by COVID-19

We understand the difficulties that COVID-19 has created for many customers. Our Customer Assist team is available to help customers over the holiday period, but please note we may experience higher than normal call volumes which could result in some delays.


Our Customer Assist Team will close at 8pm EDST Thursday 24 December 2020 and will re-open 8am EDST Tuesday 29 December 2020. We will also be closed on Fri 1 January 2021 and Tues 26 January 2021.


Our operating hours for all other days will be:


Mon-Sat 8am-8pm EDST

Sun: Closed


If you are currently on a Covid Package or would like to request help due to COVID-19 for the first time, 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. Please note the 2020 Support Package is no longer available, however we can help with a tailored solution to support you getting back on track. 


Please be aware it may take up to 10 business days for us to call you back. If you have a repayment due in the meantime, please don’t worry, we can discuss the options available when we call you.


We hope that all our customers and their families remain safe during this challenging time.


Also available

Redraw funds

  • If you’re ahead on repayments, you will have available funds in your home loan that you may access.
  • If you’ve already registered for redraw, you can transfer your available funds into your preferred account online via Westpac Live Online Banking.
  • If you haven’t registered for redraw, you will first need to set it up by completing the Redraw Authority form. (PDF 617KB)

Insurance

You may have insurance that may cover you in the event of illness or involuntary unemployment. If you have this insurance, please check your Product Disclosure Statement.

  • For Westpac Consumer Credit Insurance call 1300 369 989.
  • To lodge a claim on your Westpac life policy or for any queries call 131 817.

Adjust direct debit

If you are paying your loan by direct debit, you have the option to:

  • Reduce your repayments if you are paying more than you need to pay to the minimum amount required
  • Amend the frequency, for example, from weekly or fortnightly to monthly Login to Online Banking
  • Suspend your direct debit. Call us on 131 900
  • Reduce repayment. If you’ve had this home loan for more than 12 months, you may consider reducing repayments by as much as 50% for up to 6 months. Call us on 131 900

Switching to Interest Only

You may be eligible to switch your repayments to interest only. This will temporarily reduce your repayments as you will only be paying the interest portion of your repayment.

To find out if you are eligible to switch to interest only repayments, please complete a request to call back form or call us on 132 558.


FAQs: Switching to Interest Only

Switching to interest only will mean your repayments are temporarily lower during the interest only period. This is because you are only required to pay the interest portion of your repayments rather than both the principal and interest.

You can check your current interest rate, your repayment amount and due date in Westpac Live online banking.

At the end of your interest only period, your repayments will:

  1. Switch back to principal and interest.
  2. Increase – this is because your principal will now need to be paid back in a shorter timeframe. Therefore, your repayments will be higher than if you’d stayed on principal and interest from the outset. The longer the interest only period, the higher the jump in repayments will be.

Interest rates for loans with interest only repayments are higher


To see a full list of our interest rates, visit our interest rates page.

To find out if you are eligible to switch your repayments to interest only repayments call us on 132 558.

If you are an owner occupier, you may be approved for an interest only term between 1 and 5 years.

If you are an investor, you may be approved for an interest only term between 1 and 10 years.

Getting back on your feet financially

Explore our resources and tools aimed at helping you recover and get back on track after tough times.

Find out more


You also have other products?

Give us a call

If you have any further questions regarding your existing home loan please call us on 131 900.

Things you should know

^ The 2020 COVID-19 Support Package is no longer available for new applications.