Hardship support 

25 March 2020|3 minute read


If you’re an Aussie Home Loans customer, there are steps you can take to reduce your risk and feel more prepared during this challenging time.

We can also provide further support if you need it, depending on your personal situation. We would like to thank customers for their patience as we have experienced higher than usual call volumes and some delays in actioning customer requests.

There are steps customers can take to review their current home loan arrangements and feel more prepared for the coming weeks and months. These include:

  • Lowering repayments to the minimum contractual repayment
  • Utilising available redraw to make repayments in the coming months
  • Considering a Fixed rate for longer term confidence and consistent repayment amounts for a set period of time
  • Getting in touch with an Aussie Broker to review your home loan needs

Putting protection in place

While we hope it’s never needed, we have 17,441 customers who currently have an ALI Group Mortgage Protection Plan policy in place through Aussie. An important part of our customer experience is to offer each and every Aussie customer the opportunity to protect themselves in the case of death, illness or involuntary unemployment.  

Our partner, ALI Group, has implemented their Business Continuity Plan and are providing their high level of support to help customers with claims and questions during this time. Customers should call 1300 33 55 98 for assistance with claims.  

Aussie Home Loans support

Aussie Select - customers can call 13 13 33

If you’re impacted by COVID-19, you should get in touch with us as soon as you’re aware that you may require assistance. We can discuss personalised options to support you. 

Aussie Activate – customers can call 1800 184 260

Aussie Activate customers should get in touch with us as soon as they are aware that they may require assistance and we can discuss personalised options to support them during this time. We can discuss a number of options including:

  • Accessing extra repayments made on a loan
  • Adjusting monthly repayments
  • Temporary postponement or reduction of loan repayments
  • Longer term variations where required

Aussie Elevate – customers can call 1300 650 259

Aussie Elevate customers should get in touch with us to discuss their needs for support during this time. Depending on each customer’s personal situation we can help with:

  • Relief on loans for up to six months
  • Waiver of fees for restructuring or consolidation of loans
  • Credit card customers can apply for an emergency credit card limit increase

Aussie IQ, Aussie Optimizer and all other customers with Macquarie funded loans

Customers with Macquarie funded Aussie loans experiencing financial difficulty can immediately defer loan repayments for six months. If you need assistance, visit the Macquarie Coronavirus support hub to request a payment pause.

For further information about how we can support you visit our Frequently Asked Questions page.

Not an Aussie Home Loans customer?

Visit our list of lending partners' contact details if you are seeking financial support.