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COVID-19 update

Financial difficulty assistance for customers

Affected Adelaide Bank customers should contact our Mortgage Help Centre on 1300 650 259 to discuss options for relief on:

  • Home loan, residential investment loan, or line of credit
  • Personal credit card

Visit our customer website to learn more about what we're doing to support our customers during this time.

Trail payments

Trail will continue to be paid for loans where customers have taken up the option of a deferral of repayments for up to six months.

Broker Interview and Verification of Identification (VOI)

Adelaide Bank will accept ZipID, the Certified Identification Form or VOI via video technology.


The ZipID reference number will need to be provided in the Credit Assistance Provider and VOI declaration. The Bank will then cross check the supplied certified identity documents via ZipID and supporting documentation held on file.

The ZipID service is free for our brokers and customers. If you do not have access to ZipID already, please speak to your BDM or email

Certified Identification Form

Where ZipID is not available, the Certified Identification Form may be utilised so long as the following is adhered to:

  • Documentation sighted and certified must be a true copy of an original.
  • Acceptable categories of certifiers being two accepted by the Bank must be complied, with either a Justice of the Peace in Australian State or Territory or an Australian police officer.
  • There are Special Provisions for KYC, allowing for more verification options for Aboriginals and Torres Strait Islanders. Please see the Certified Identification Form for further information.

Please note:

  • The reason for CID use must be provided on the Consents and Declarations form completed by the broker and supplied with supporting documentation.
  • All copies of certified ID, regardless of method used, must be legible and record the following on each copy of the identification provided: “This is a true copy of an original document provided”; then print, sign your name and date.

VOI via video technology

VOI verification using a video technology facility, such as Skype or Facetime, may be used if face to face is not available.

To complete a VOI via video technology:

  1. The applicant must send a copy of their required identification documents to the broker conducting the VOI
  2. Once received, the applicant must display the original ID via video to ensure the broker is satisfied that the copies provided match the originals.
  3. The broker must:
  • certify the copies in line with our standard requirements
  • tick the “Face to Face with broker” option under the VOI declaration as the method
  • in the commentary section under the CID option, make a note referencing the use of video technology for the VOI, including the technology used.

Signing Documents

Loan documents

We've introduced digital signing, making it easier and faster for your customers to digitally sign their loan documents (excludes South Australia).
View our Digital signing page for more information.

Consent and Declaration forms

We will accept a digital signature on our Consents and Declarations form using an industry provider such as DocuSign. We require a hand drawn signature through the digital signature platform.

Emailing of Loan Documentation

Where it is required, we will issue loan documentation via email to the broker. If you require this service on an application, please contact your BDM or our Partner Assist team to arrange.

Full Valuations

The Bank has approved the use of two modified full valuation methods to accommodate properties where the valuer is not able to enter the dwelling due to COVID-19 restrictions.

These include:

  • A full external street frontage inspection of the property, which may include but is not limited to a complete walk-around of the main building and ancillary improvements.
  • A partial external inspection of the property for areas that are assessable, but at a minimum from the road frontage. This may be conducted from the vehicle to avoid face-to-face contact and/or maintain social distancing.

Please note: Valuation reports where the valuer has NOT been to the property are not acceptable to the Bank. This could include a virtual external inspection using satellite images (such as ‘street view’) or video conferencing with the occupant, etc.

Ordering valuations

  • The usual process for ordering valuations via ValEx/HUB remains unchanged.
  • Where access to the dwelling is known, advise via comments to the valuer.

Contact with occupants 

  • Prior to inspection, the valuer will call and check with the occupant about access restrictions due to COVID-19.
  • This will be repeated prior to the inspection being undertaken.

Valuation report

  • The valuation will still be completed on the same proforma valuation report.
  • The valuer must clearly identify within Section 8 ‘Additional Comments’ the extent of the external inspection conducted and alternate resources that have been relied upon to complete the valuation.
  • This may include using photos from real estate portals, prior valuation reports, discussions with the occupant, photos/videos captured by the occupant through a live virtual inspection, etc.
  • Valuers will apply a risk rating of 4 or 5 to the ‘Improvements’ risk rating if one of these modified valuations have been completed.

Business Continuity Plan

To ensure continued service delivery during this time, we are taking a number of actions:

Adelaide Bank conducts all of our operations and support onshore and the vast majority of our staff have been provided the option and ability to work remotely, if required. This is inclusive of our Loan Processing departments to ensure that the impact to customers is minimal. We are discussing and monitoring the situation daily and will continue to follow the advice of the Australian Government health authorities and travel directives and implement risk mitigation strategies as appropriate.

You will continue to be supported by Partner Assist via phone and email whilst they work remotely. As our phone services are reliant on consistent internet provision there may be some instances of poor connection and in these situations we recommend a follow up email to Partner Assist.

We're here to help

Find your local BDM

Our BDMs are ready and waiting to help you.

Call Partner Assist

Get help with loan scenarios, lending policy, procedures and more. Available Monday to Friday between 8:30am and 5pm (CST).

Submit a scenario

Tell us about your loan scenario and we'll get back to you.

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This website is for broker use only and any advice provided is of a general nature only. Information on this page can change without notice to you.
Credit provided by Bendigo and Adelaide Bank Limited ABN 11 068 049 178 AFSL / Australian Credit Licence 237879. GPO Box 1048, Adelaide SA 5001. Terms conditions and lending criteria apply.
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