ANZ National Bank Group’s (ANZNB) 2009 Financial Wellbeing Programme is the first time a bank in New Zealand has proactively targeted and then assisted Kiwi families in financial distress in the Home Loans sector. With the financial crises of 2008/9 banks were facing potential losses, ANZNB made the decision to change from using a reactive method to a more targeted and proactive approach, identifying customers in need and encouraging them to take early action.

This programme touched nearly 60,000 families in need and direct intervention with 3,000 of these customers has reduced expected losses to the bank in excess of $14 million.

With the help of their agency, a predictive model was developed to identify customers deemed at risk. The model identified key support requirements and a dedicated customer management team with an 0800 number was established.

A partnership with New Zealand Family Budgeting Services completed the strategy. This partnership along with the application of the modelling tool and an internal communication and training programme resulted in 6,000 customers contacted and 3,000 assisted. The predictive model resulted in a hit rate of 50%. 38,000 customers visited the dedicated micro-sites with a total of 58,700 customers touched via various channels