Question 1

What happens on a first call?

Accepted Answer

We chat for 15–20 minutes. You tell us where you're at — first home, refinance, investment, insurance — and we tell you what's possible. No forms to fill out yet, no commitment, no pressure. It's a conversation, not a sales call.

Question 2

How quickly do you reply?

Accepted Answer

Within one business day, usually faster. If you ring in the morning we're often back to you that afternoon. If we're both with clients, you'll get a callback time, not a queue.

Question 3

Do I need to come into your office?

Accepted Answer

No. Most clients prefer phone and email. Some prefer the kitchen table. A few want to come into 62 Wake Street. Whichever suits you — same outcome either way.

Question 4

How much deposit do I need?

Accepted Answer

20% is the comfortable number, but there are paths in with less — sometimes much less. KiwiSaver, the First Home Grant, parental help, and low-equity loans all stretch a smaller deposit. We'll tell you the actual minimum for your situation.

Question 5

Can I use my KiwiSaver?

Accepted Answer

Yes — most first home buyers do. If you've been contributing for at least three years, you can withdraw most of the balance as deposit. We start the application early so the money lands when you need it.

Question 6

What's the First Home Grant?

Accepted Answer

Up to $5,000 per person ($10,000 for a couple) toward an existing home, or up to $10,000 per person ($20,000 for a couple) for a new build. Income and price caps apply — we'll check eligibility upfront.

Question 7

Is refinancing actually worth it?

Accepted Answer

Sometimes. Depends on your loan size, remaining term, current rate, and what cashback's on offer. For loans above ~$300k with at least a year left, refinancing usually clears more than it costs. For smaller or shorter loans, refixing is often smarter. We tell you straight.

Question 8

What's the difference between refinancing and refixing?

Accepted Answer

Question 9

How long does refinancing take?

Accepted Answer

From first call to settlement is usually 4–6 weeks. Conditional approval inside a week if your docs are tidy. The legal handover at the end is the bit that takes the longest.

Question 10

How much insurance do I really need?

Accepted Answer

Enough to cover the gap if something goes wrong, not so much that you can't afford the premiums in five years. We start with what you actually need to protect (mortgage, family, income) and work backwards.

Question 11

What's the difference between life cover and trauma cover?

Accepted Answer

Life cover pays out on death — for the people left behind. Trauma cover pays out on diagnosis of a serious illness — for you to focus on getting better. Most families end up with both, sized differently.

Question 12

Will my premiums go up every year?

Accepted Answer

Stepped premiums increase with age. Level premiums stay flat for a chosen period (10–20 years). Health insurance premiums rise with age and overall claim costs. We'll show you both structures and the maths.

Question 13

What does it cost to use a broker?

Accepted Answer

For standard home loans and insurance — nothing to you. The lender or insurer pays us a commission when the loan settles or the policy starts. A small slice of clients have specialist situations where a fee makes sense; if so, we tell you upfront, in writing, before any work starts.

Question 14

Are you tied to a specific bank?

Accepted Answer

No. We work across all the major NZ banks plus a panel of non-bank lenders. The whole point is choice — we pick the lender most likely to say yes for your specific situation, not the one paying us most this month.

Question 15

Will I always deal with the same person?

Accepted Answer

Yes. Whoever takes your first call is who handles your file. Matt and Gareth back each other up if one of us is unavailable, and Hayley keeps applications moving — but you're not bouncing between people who don't know your story.

Question 16

How exactly do you get paid?

Accepted Answer

On home loans: the bank pays us a commission when your loan settles, usually 0.5–0.85% of the loan amount, plus a small ongoing service fee while the loan is in place. On insurance: the provider pays us when the cover starts. None of this comes out of your pocket.

Question 17

Does the commission affect which bank you recommend?

Accepted Answer

It can't — we're held to a duty of care to recommend what's best for you. Commission across the major banks is broadly similar; we don't see a big swing one way or another. We'd rather recommend the right loan for you and earn the commission than chase a slightly better rate for ourselves and lose the relationship.

Question 18

What if a bank claws back commission later?

Accepted Answer

Banks claw back commission if a loan is paid off (or refinanced away) inside 2–3 years. That's our risk to manage, not yours. It doesn't change anything for you.

No jargon, just real answers.

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