How We're Supporting our Customers

We are committed to providing you with the support that you need, during these uncertain times.

Home Loans

 
Loan Deferral Calculator

It’s important to understand that while you are deferring your repayments, interest will continue to accrue on your loan balance. Your loan balance will increase as interest is added to the loan, which means you may end up paying more. You can use BOQ’s Loan Deferral Calculator to understand what deferring your repayments would mean for your loan. 

We’ll be in touch

We’re currently sending text messages to some of our customers who have accessed BOQ’s COVID-19 Banking Relief Package, to check how this is going and what they’d like to do next. These messages include text only (no links) and ask customers to Reply 1 or 2, depending on their situation.

We’re aware there are also a number of phishing text messages circulating, that ask the recipient to click on a link to access or provide more information. Remember, BOQ will never send you a link to a sign-in page, to confirm your personal details or to access Internet Banking directly. If you receive anything you might be suspicious of, avoid clicking any links and report directly to financialcrimes@boq.com.au and Scamwatch at https://www.scamwatch.gov.au/report-a-scam

 

  • You may be able to take advantage of other lending options available including Interest Only repayments, offset and redraw facilities
  • If you are in advance on your loan repayments, you may also be able to temporarily pause or reduce your repayments. 

 

  • ^Important Information

    Package deferral period
    If you’re not in a position to start making your loan repayments after your initial repayment deferral period has expired, you may be able to apply for additional assistance.

    A BOQ team member will discuss this option with you when we check-in towards the end of your current repayment deferral period. Alternatively, if you would like to discuss your options sooner, you can contact our dedicated team on 1800 066 281.

    Additional assistance is not automatic or guaranteed. If you choose to apply for assistance beyond your initial repayment deferral period, BOQ will complete a financial assessment and will notify you whether or not your application is approved.

    The financial consequences of deferring your loan repayments
    It's important to understand that while you are deferring your repayments, interest will continue to accrue on your loan balance. Your loan balance will increase as interest is added to the loan, which means you may end up paying more. You can use BOQ’s Loan Deferral Calculator to understand what deferring your repayments would mean for your loan.

    To reduce the total amount you will need to repay over the term of your loan, it’s a good idea to return to making your regular repayments as soon as your circumstances allow. You can also choose to make repayments of any amount to your loan at any time during your repayment deferral period. These repayments will not affect your access to BOQ’s Banking Relief Package.

Credit Cards

During the deferral period:

  • You can choose to make payments at any time, but no payments are required. Any payments made will not impact your deferral program;
  • No late fees will be charged and your account will not be overdue;
  • You will continue to accrue interest on your daily unpaid credit card balance;
  • Missed payments will not be reported to the credit bureau during the period of your payment deferral;
  • You can continue to spend your credit card, as long as your account is up-to-date at the time you apply and you have available credit limit.^^

Call 1800 261 300 to discuss your payment referral options.

  • ^^Important Information

    Keep in mind that there's often a balance between short-term advantages and longer-term impacts. While some of these options could be helpful in allowing you to reduce your payments now, it may take longer to pay off your debt and you may pay more interest in the long run.

    ^^During the processing of your assistance, your credit card will be suspended for up to 48 hours while your payment deferral is put in place. Recurring payments from your credit card may be rejected during this time.

Travel Insurance

  • Policy cancellations: If you have a Travel Insurance policy with BOQ’s Travel Insurance partner, Vero, you may be eligible to receive a full refund on cancellation of your policy provided you:
    • Have not commenced your trip;
    • Have not lodged a claim; and
    • Are aware you will not be able to make a claim or reinstate the Travel Insurance policy once cancelled and refunded.
  • If you meet the conditions above and would like to cancel your current Travel Insurance policy or if you have any queries regarding your cover, please contact the Vero Contact Centre on 1800 675 511.

Contact us

For more information, call 1800 079 866 or apply online now.

Apply online for assistance

For more information, please apply online now. If you would prefer to speak to one of our dedicated customer assistance specialists, you can call us on 1800 079 866 or email CustomerAssistanceTeam@boq.com.au.

Please note that we are receiving a high volume of enquiries as we work to support all of our customers and ask for your patience during this time.

Contact numbers  

BOQ

1800 079 866 (+61 7 3336 2420)

BOQ Business

1800 079 866 (+61 7 3336 2420)

BOQ Credit Card (Citibank)

1800 261 300

BOQ Finance

1800 079 866 (+61 7 3336 2420)

BOQ Specialist

1300 160 160 (+61 2 9293 2121)

For enquiries not related to COVID-19, please visit our Contact Us page.