COVID-19 update


Heartland is continually monitoring the latest COVID-19 advice from authorities. We are fully operational and able to assist senior Australians to access urgently required funds, and are here to support all of our new and existing customers.

We will continue to monitor conditions as they develop, and support affected customers. Our priority is on keeping our people and customers safe during this time.

Find out more about:


Keeping you safe

We’re committed to protecting the health, safety and wellbeing of all our people and customers.

As your health and safety is our priority, our office is open via appointment only. We can also arrange video conferencing facilities.

Supporting you through financial difficulty

Heartland understands that In the COVID environment, retirement savings are taking a back seat for many.

To enable us to help more people stay in their own homes and live a more comfortable retirement, Heartland has increased our loan to value ratios (LVR) on our Standard Reverse Mortgage, which means you may be able to borrow more funds.

To find out more please download our product guide on our documents and forms page here.

If you are financially impacted by COVID-19, get in touch. We are committed to helping you through this period of uncertainty. Contact us on 1300 889 338 or [email protected] to see if we can do anything to help.

Staying safe online

Sadly, there has been an increase in cyber-criminal activity, seeking to exploit the current COVID-19 situation. Remain vigilant for unexpected messages claiming to provide information or ‘cures’ for COVID-19, particularly if they request any personal information or login details or contain attachments and links to download files or go to external websites. We recommend deleting any such emails and making sure you do not open the attachments or click on the links.

Council valuations – for loans up to $100k

While we understand that valuers are still an essential service, and their offering is still available with physical distancing measures, this is not the preferred and safest option for many customers.

In replacement, during the isolation period, we will be accepting a council valuation. As usual, Heartland’s lending criteria applies – this includes careful consideration of property condition, location, and loan usage.

A full valuation report will be required, but only after settlement, to fulfil our funding obligations once life is back to normal. There will be no charge for this.

This interim measure will ensure customers who urgently require funds to meet immediate needs during this period are supported.

If someone, who has selected to use a council valuation for a loan of up to $100k, wishes to access further funds with their full valuation this will be allowed. We will require a further advance application, but will waive the further advance fee (independent legal advice will still apply).

Loan documentation

Just like with valuers, we understand that meeting with a solicitor face to face may also not be the preferred option for some.

Heartland has implemented the following measures to ensure customer safety is at the forefront:

  • documents will be sent via email to the customer and solicitor wherever possible, as this provides for both efficiency and safety.
  • if they decide to meet ‘virtually’, rather than in person, we will allow a separate signed confirmation from each advising the legal advice was undertaken. There is preferred wording for these confirmations.
  • if there is difficulty in completing, or signing, other forms and documents we have a number of solutions in place. These are dependent on what piece of documentation is proving difficult, the legal obligations, and the needs of the customer and/or solicitor. This includes cash reserve and redraw request options.

If you are having trouble completing documentation, please contact Heartland – we will treat each issue case by case on its merits, and provide a best-fit solution.

It is important that, during this economically uncertain time, Australian seniors can continue to access the equity in their home they need to live comfortably and with peace of mind. The ability to accept council valuations, and provide solutions for legal documentation, is another way we are supporting our customers.

More information about COVID-19

Australian Government – Department of Health

Australian Government – Economic Response

World Health Organisation

Information provided is accurate as at 13 December 2021 and may change from time to time.

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