Message from Resimac CEO
It’s hard to believe that in the space of just a few weeks we've seen such a dramatic impact on our lives with the introduction of tough measures to restrict the spread of COVID-19 in Australia.
For many of our customers, we know that the next few weeks and months will be filled with uncertainty as we adapt to the ‘new normal’ of social distancing and interruptions to both work and family life.
Resimac has been committed to supporting its customers through the good and bad times for the last 35 years. I wanted to take this time to share with you some of the questions I’m hearing from our customers and to assure you that we’re here to help.
1) What if I can't make my home loan repayments?
If you’ve lost your job or your income has been disrupted, you’re not alone. We understand that these are scary and uncertain times and depending on your situation you may qualify for one of a number of assistance options.
Common types of assistance include:
- Deferred repayments / repayment break*
- Converting your repayments from Principal and Interest to Interest Only
- Reduced repayments
- Long-term repayment arrangements
- Time to seek financial / counselling advice
Note that if you have redraw available, it's our policy that these funds must be put towards your repayments before you can be eligible for financial hardship assistance*.
*Financial assistance policies may vary for loans funded by our wholesale funding partners
We've been assisting thousands of our customers over the past few weeks, and if you find yourself in the position of needing assistance, be sure to read questions 2 & 3, below.
2) Should I apply for financial hardship assistance?
Financial hardship assistance can be an effective means to get through a short-term period of financial difficulty.
However, is it very important to be aware of the longer-term impacts. For example, if you are eligible for a repayment break, interest will continue to accrue on your loan meaning that your principal mortgage balance will increase. At the end of the period your loan repayments will be recalculated on the new loan balance over the remaining term, meaning your regular repayments will increase.
As another example, if you temporarily switch to Interest Only repayments, your loan balance won’t change during the Interest Only period. However, as you have a shorter period to repay the balance of your loan, your Principal and Interest payments will increase at the end of the Interest Only term.
It is very important to ensure you understand the longer-term impacts of financial assistance before proceeding.
3) How do I apply for financial hardship assistance?
If you have been affected by COVID-19, you may wish to lodge a request for financial hardship assistance.
If you have a Resimac-funded loan, simply complete our online form.
If you have a loan funded by one of our wholesale funding partners (for example, Adelaide Bank or Advantedge), please click here.
4) I’ve been trying to speak to Resimac but can’t get through – what should I do?
As a result of an unprecedented number of enquiries to our Customer Care and Financial Assistance teams, I am aware that some of our customers have spent lengthy periods on hold and I am sincerely sorry for this inconvenience.
Our Customer Care team has received more than six times the normal volume of enquiries, and while they have been working hard over extended hours to attend to these enquiries, our response times have not been to the standard we pride ourselves on.
We know that your time is valuable and we want to attend to your enquiry as efficiently as possible.
If you have a question about your account, the fastest way to get in touch with our Customer Care team is via email (see question 5, below)
We sincerely appreciate your patience and will attend to all requests as quickly as possible.
5) I have a question about my account – what’s the best way to get support?
If your enquiry is not related to financial hardship assistance, the fastest way to contact our Customer Care team is via email:
- If your loan is funded by Resimac, you can contact us on firstname.lastname@example.org.
- If your loan is funded by one of our Wholesale funding partners, please email us on email@example.com.
Please ensure that you provide as much information as possible, noting your loan account number, name, including contact details when you send your enquiry through. If your enquiry is time sensitive please advise us of this so our team can respond with the correct support.
6) How can I apply for government assistance?
Federal and state governments are providing a range of financial assistance options to support Australians, including income support payments, payments to support households and temporary early releases of superannuation.
You don't need approval from us to apply for government assistance.
More information about the assistance is available at the following links:
I would like to thank you, our customers, for your patience and understanding as we respond to this crisis together. I also wish to acknowledge and thank our team members who have worked tirelessly, going above and beyond to assist our customers in extraordinary circumstances.
Chief Executive Officer