Skip to main content
New Financial Assistance Hub

Natural Disaster Assistance

ABA members play an active role when a natural disaster occurs to support customers in impacted communities and offer a range of services to help.   

Bank hardship contact details 

Bank Number Website
ANZ1800 149 549
Insurance: 13 16 14
Natural Disaster Support
AMP1300 721 862Financial Hardship
BankAust132 888Hardship Support
BankwestLoans: 1300 769 173 
Credit Cards: 13 17 19
Small Business: 13 7000
Emergency Assistance
BendigoMortgage Help Centre: 1800 652 146
Insurance: 13 24 80
Commbank1800 314 695Emergency Assistance
ING133 464Disaster Relief Info  
MacquarieCredit Cards: 1800 674 922
Car Loans: 1300 364 050
Home Loans: 1300 363 330
Financial Assistance
NAB1800 701 599Natural Disaster and Crisis Support      
St George1800 629 795 Disaster Relief  
Suncorp13 11 55Suncorp Customer Assist
WestpacBusiness: 1800 067 497
Insurance: 1300 369 989
Disaster Help Hub

ABA natural disaster protocol 

The ABA has a dedicated natural disaster response protocol in place to support customers following a natural disaster event. 

The protocol is in recognition that natural disasters are increasing in frequency and intensity and there is a heightened focus placed on disaster resilience across government and the community. 

The protocol covers: 

  • Better coordination to ensure a consistent, supportive and timely response by the banking industry to natural disasters when they arise 
  • Coordinating key messages for customers and the community for communications about banking during disasters   
  • Designing and collecting industry data to assist government and other stakeholders   
  • Improving cross-sector collaboration & customer financial resilience   
  • Providing advocacy to improve decisions made by policy makers and other industries 

Bank Assistance

When considering the type of assistance that might be appropriate, banks will assess the situation on a case-by-case basis and consider a customer’s specific circumstances.

Examples of bank assistance include:

    • deferring scheduled loan repayments, restructuring and consolidating loans

    • changing limits on lines of credit (e.g. credit card)

    • waiving certain fees and including break costs on early access to term deposits

    • providing a moratorium on collections action.

Many of our member banks have put in place initiatives to support people and communities suffering from the impact of natural disasters, including:

    • providing access to free accommodation or emergency funds
    • deploying hardship banks to provide on-the-ground specialised advice
    • ensuring communities have access to banking services, including deploying mobile ATMs
    • providing grants or donations to not-for profit organisations and community groups, such as Australian Red Cross and volunteer services
    • offering support and counselling to customers through the bank’s assistance programs
    • supporting staff in affected communities by providing extended leave and expanding their organisational volunteering policies.

Natural disaster resources 

Insurance cash settlements fact sheet  

While the customer must work directly with their insurer regarding an insurance claim, if a customer has a mortgage and intends to make an insurance claim on their home, it is a good idea for them to contact their bank to discuss their circumstances and the options available. 

Fact sheet: Insurance cash settlements after natural disaster

Australian Government support

Find disaster assistance available from the Australian Government. 

Services Australia

Find assistance, payments and help from Services Australia for impacts due to bushfires, floods and other natural disasters. 

National Emergency Management Agency

Find assistance, information and disaster recovery services and support from the National Emergency Management Agency.  

The ABA’s Financial Assistance Hub helps customers impacted by natural disaster