Contact us

We are here to help

Liberty was built on assessing customers’ whole story to provide more personalised and tailored lending solutions – and our hardship program is no different. We’re committed to helping customers in need.

Life doesn’t always go according to plan. But at Liberty, support is always available. The financial wellbeing of our customers is very important to us. When an unexpected event occurs, we'll be there to support our customers through it.

If your income has been reduced, you have lost your job, you’ve suffered an illness or injury, or you have been affected by a natural disaster, we have ways to help.

Our range of support measures can be tailored to meet your individual circumstances – whether you’re a homeowner, a property investor, or just in need of some assistance.

Our experienced team of financial support specialists can help you navigate challenging times. Many of us have loans, families, goals, aspirations, and firsthand experience with financial hardship. So, we understand.

Get in touch

If you’re experiencing hardship, the best way to seek our assistance is to call a member of our team on 0800 003 391 between 8.30am and 5.00pm.

We will take the time to listen and understand your situation before we carefully consider how we can help get things back on course.

Alternatively, you can complete the Financial Hardship form and send it to operations@libfin.co.nz or mail it to:

Liberty Group
PO Box 4295
Shortland Street
AUCKLAND 1140

We’ll give you a call when we receive it so we can work on a plan together.

Other help

You may also find the following helpful:

  • Ministry of Social Development website, www.msd.govt.nz, which provides information on crisis and special help available. You can also contact the hotline 0800 559 009 for emergency housing assistance.

  • Citizens Advice Bureau website, www.cab.org.nz, which provides free advice on housing and money.

  • Community Law website, www.communitylaw.org.nz, provides free initial legal advice and information.

  • Consumer Protection website, www.consumerprotection.govt.nz, which helps you understand your rights in regard to credit, banking and finance.

  • FinCap website, www.fincap.org.nz, provides budgeting information. You can also contact them on 0800 345 123.

  • Sorted website, www.sorted.org.nz, provides information on budgeting and managing finances.

Liberty hardship assistance FAQs

  • If you would like to reduce your current repayment amount to the minimum monthly repayment, please get in touch. You can by call us on 0800 003 391, email us at operations@libfin.co.nz or request a call back via this contact form.

  • We’re committed to providing assistance that suits your circumstances. The following list outlines some of the options we’ll discuss with you:

    • Adjusting repayments: You might be paying down your loan with larger-than-required repayments. You may be able to reduce your repayments to the minimum monthly repayment amount.

    • Reducing or deferring repayments: You may request to reduce your repayments below your minimum monthly repayment amount. In some cases, you can request to pause your repayments for a period.

    • Switching to interest only: You may be eligible to switch to interest only home loan repayments. This will temporarily reduce your repayments as you’ll only be paying the interest portion of your repayment.

    • Claiming insurance: You may have insurance to cover your repayments in the event of illness or involuntary unemployment. If you do have this insurance, please check your Product Disclosure Statement and get in touch with your insurer.

  • While we may be able to defer your repayments depending on your situation, it’s important to understand that interest is still charged, and your loan balance will continue to increase.

    You don’t have to make a lump sum payment at the end of your deferred repayment period. But when you start making payments again, your regular repayment amount will increase because your loan balance is higher.

    To discuss putting an arrangement in place to defer or reduce your repayments, please call us on 0800 003 391 or email us at operations@libfin.co.nz.

  • Depending on your circumstances, we may be able to change your home loan repayments from principal and interest to interest only. This will temporarily reduce your repayment amount. It is important to understand that if we do this, your loan balance will not reduce during this period, which costs you more interest in the long run.

    Please call us on 0800 003 391 or email us at operations@libfin.co.nz to discuss whether your loan will be eligible for interest only repayments.

  • A payment holiday or payment moratorium is a short-term pause on your loan repayments that can be helpful in times of unexpected change. If we can provide a payment holiday, you won’t be required to make any repayments during the agreed period.

    However, interest and fees will continue to accrue on your loan during the pause. This means at the end of the payment holiday, your loan balance will be higher, and your minimum repayments will increase so the loan can still be paid within your loan term.

    To discuss if a payment holiday is a suitable option for you, please call us on 0800 003 391 or email us at operations@libfin.co.nz.