Customer service

Unforeseen hardship

AA Finance loans are provided by Heartland Bank Limited. If you suffer unforeseen hardship, the Heartland Bank requirements are detailed below.

What can you do if you suffer unforeseen hardship?

If you are unable reasonably to keep up your payments on your loan because of illness, injury, loss of employment, the end of a relationship, or other reasonable cause, you may be able to ask Heartland Bank to vary the terms of your credit agreement with them (they call this a Hardship Variation). To apply for a Hardship Variation, you need to:

(a) make an application in writing; and

(b) explain your reasons for the Hardship Variation; and

(c) request one of the following:

• an extension of the term of your credit agreement - this means a reduction in the amount due on each payment date and an increase in the number of payments; or

• a postponement of certain payments; or

• both of the above – that is, postpone some payments and pay smaller amounts over a longer time period; and

(d) give the application to Heartland Bank - feel free to phone them to discuss on 0508 432 785 but they will ask you to follow up in writing by letter, email or fax to them at info@heartland.co.nz .

Do this as soon as possible. If you delay for too long in making an application, or do not meet the Hardship Variation criteria, Heartland Bank may not have to consider your request. If they agree to your request, they may ask you to enter into a new agreement or they may change the terms of your existing credit agreement with them to help you meet your obligations. If they agree to a Hardship Variation, you will have to pay a “Refinance Fee” (as set out in the fee schedule).

Compliments and complaints

At AA Finance, we are proud to offer our customers a high level of customer service, and your satisfaction is very important to us. If you would like to make a complaint or offer a compliment, we encourage you to contact us.

To provide a compliment

Please email us or call us on 0800 600 888.

For a complaint

To make sure your complaint is investigated promptly, please send us an email or call us on 0800 600 888 (or +64 3 968 3926 if calling from overseas).

If a solution can't be found or you are unsatisfied with the outcome, you can contact the Insurance & Financial Services Ombudsman of New Zealand (IFSO), an independent party who helps sort out unresolved complaints. This service is free of charge.

Post: Insurance & Financial Services Ombudsman Scheme (IFSO Scheme)
PO Box 10-845
Wellington 6143
NEW ZEALAND
Freephone: 0800 888 202
Telephone: 04 499 7612
Email: info@ifso.nz
Website: ifso.nz

Update your contact details

If you have an existing AA Finance loan, then this easy to use form can be used to change your contact details. We will contact you to confirm we have updated your details.

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