# Homeowner considering a switch

Home lending · Borrower profiles · P04

An owner-occupier offered a lower rate and a cash contribution by another lender.

[Back to the study](https://nzbrands.ai/research/banking/home-lending#borrowers)

| Measure | Value |
| --- | --- |
| questions | 17 |
| captured answers | 99 |
| AI platforms | 4 |
| collected | 11 Oct 2026 |

## Read what this borrower asked.

### HL-Q025: Choosing a loan

I've got a mortgage and another bank has offered a better rate and some cash to switch. Which lenders are worth comparing before I make up my mind?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q025.md)

### HL-Q026: Borrower journey

Another lender has offered me a lower mortgage rate and a cash payment to move my home loan. How do I work out whether it's actually a better deal once everything is included?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q026.md)

### HL-Q027: Borrower journey

I owe $500,000 on my mortgage, with 25 years left. My bank has offered 5.69% fixed for a year. Another lender offers 5.49% for a year and $3,000 cash, but moving would cost $1,400 and the cash has to be repaid if I leave within three years. Is switching worth it?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q027.md)

### HL-Q028: Borrower journey

I'm thinking of moving my mortgage to another lender. What information will I need, and how much work is usually involved in the application?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q028.md)

### HL-Q029: Borrower journey

A new lender has approved my mortgage switch. What needs to happen before the old loan is paid off and the new one starts?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q029.md)

### HL-Q031: Borrower journey

I recently moved my mortgage to a new lender, but getting answers about the loan has been frustrating. What should I do to get someone to help?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q031.md)

### HL-Q032: Borrower journey

I got a cash contribution when I switched my home loan. I might need to move again sooner than expected. How do I check what I'd have to pay back?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q032.md)

### HL-Q130: Choosing a loan

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. Which lenders would you recommend for my home loan, and why?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q130.md)

### HL-Q131: Choosing a loan

Which bank is best to refinance a mortgage with if I'm being offered cash to switch?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q131.md)

### HL-Q132: Choosing a loan

best bank to refinance mortgage cash contribution

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q132.md)

### HL-Q133: Borrower priorities

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. What matters most to me is keeping the total cost as low as possible. Which lenders would you recommend for my home loan, and why?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q133.md)

### HL-Q134: Borrower priorities

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. What matters most to me is being able to pay extra or change my repayments when I need to. Which lenders would you recommend for my home loan, and why?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q134.md)

### HL-Q135: Borrower priorities

I have a home loan and another lender has offered me a lower rate and a cash contribution to switch. What matters most to me is getting good help and advice when I need it. Which lenders would you recommend for my home loan, and why?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q135.md)

### HL-Q136: Support after purchase

I recently moved my home loan to a new lender for a lower rate and a cash contribution. Which lenders are best at looking after mortgage customers in my situation, and why?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q136.md)

### HL-Q137: Support after purchase

I switched my mortgage for a better rate and some cash, but my new bank has been hard to deal with. Next time I'd rather be with a bank that's good to deal with. Which ones have a good reputation for mortgage service?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q137.md)

### HL-Q138: Support after purchase

If I switch mortgages again, which bank has the best customer service, not just the best rate?

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q138.md)

### HL-Q139: Support after purchase

best bank mortgage service after refinancing

[Read the captured answers](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q139.md)

## Which lenders AI put in front of this borrower

The national loan-choice and support answers, with the lenders each assistant recommended.

| Lender or party | Answers | Total |
| --- | --- | --- |
| BNZ | 24 | 31 |
| Co-operative | 23 | 31 |
| Kiwibank | 17 | 31 |
| ASB | 16 | 31 |
| ANZ | 14 | 31 |
| SBS | 13 | 31 |
| Westpac | 12 | 31 |
| TSB | 10 | 31 |
| Heartland Bank | 2 | 31 |
| Prospa | 1 | 31 |
| Resimac | 1 | 31 |
| Simplicity | 1 | 31 |
| Velocity | 1 | 31 |

## Which lenders AI recommended for the loan.

National choice answers for this borrower. Open a lender to read the evidence.

| Topic | Lender or party | Recommended or named answers | Collected answers | Positive claims | Neutral claims | Negative claims | Mixed claims |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Considering a switch | Co-operative | 12 | 16 | 13 | 9 | 1 | 0 |
| Considering a switch | ANZ | 10 | 16 | 23 | 11 | 0 | 0 |
| Considering a switch | BNZ | 10 | 16 | 20 | 12 | 2 | 0 |
| Considering a switch | ASB | 9 | 16 | 21 | 10 | 1 | 0 |
| Considering a switch | Kiwibank | 9 | 16 | 18 | 11 | 1 | 0 |
| Considering a switch | SBS | 9 | 16 | 12 | 11 | 0 | 0 |
| Considering a switch | Westpac | 9 | 16 | 20 | 13 | 1 | 0 |
| Considering a switch | Heartland Bank | 2 | 16 | 2 | 1 | 0 | 0 |
| Considering a switch | Prospa | 1 | 16 | 0 | 0 | 0 | 1 |
| Considering a switch | Resimac | 1 | 16 | 0 | 0 | 0 | 1 |
| Considering a switch | TSB | 1 | 16 | 1 | 0 | 0 | 0 |
| Considering a switch | Velocity | 1 | 16 | 0 | 0 | 0 | 1 |

## Who AI recommended for ongoing support.

National support answers for this borrower, after the lending decision.

| Topic | Lender or party | Recommended or named answers | Collected answers | Positive claims | Neutral claims | Negative claims | Mixed claims |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Considering a switch | BNZ | 14 | 15 | 45 | 4 | 4 | 1 |
| Considering a switch | Co-operative | 11 | 15 | 29 | 3 | 2 | 1 |
| Considering a switch | TSB | 9 | 15 | 18 | 0 | 3 | 2 |
| Considering a switch | Kiwibank | 8 | 15 | 14 | 2 | 3 | 1 |
| Considering a switch | ASB | 7 | 15 | 19 | 3 | 7 | 0 |
| Considering a switch | ANZ | 4 | 15 | 12 | 5 | 10 | 0 |
| Considering a switch | SBS | 4 | 15 | 10 | 2 | 3 | 0 |
| Considering a switch | Westpac | 3 | 15 | 8 | 2 | 9 | 0 |
| Considering a switch | Simplicity | 1 | 15 | 1 | 0 | 0 | 0 |

## The reasoning behind the recommendations.

The answer is usually a comparison of the whole deal. The recurring factors are the interest saving, cash contribution, repayment conditions, break and legal costs, and the length of time the customer must stay. Co-operative is the most frequent pooled national choice recommendation, ahead of ANZ and BNZ.

The platform review shows that a cashback question can produce either named provider comparisons or process advice. ChatGPT's Q131 gives a six-lender shortlist; Gemini and AI Mode describe changing offers and comparison steps without positively selecting named banks. A mention-only ranking would obscure that distinction.

Once the switch is complete, the task changes to managing the relationship with the new lender. BNZ leads support recommendations, with Co-operative and TSB following. The borrower may need help with repayment changes, communication or a service problem. The study therefore separates the appeal of moving from the experience of being looked after after the move.

ChatGPT: “I’d start by comparing these six lenders. This is a shortlist to obtain personalised quotes from, rather than a claim that one lender is cheapest for every borrower.”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q130.md) · Answer ID: b5d0ff21-302c-41f1-b5c9-63c1e5deb9df

Gemini: “Smaller New Zealand-owned banks or building societies frequently run targeted campaigns featuring slightly discounted fixed rates or flexible cashback packages to attract quality borrowers away from the big four.”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q025.md) · Answer ID: c80620b8-275b-4df9-92d6-5df3f60a1713

Google AI Mode: “Generally offer robust digital platforms, flexible revolving credit or offset facilities, and competitive standard or special rates.”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q130.md) · Answer ID: 0cb38294-09ee-413e-b262-dff86a4b1368

AI Overviews: “All NZ banks enforce a strict clawback clause.”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q130.md) · Answer ID: 5ab9b30e-990e-4236-8253-222065915466

ChatGPT: “ASB received recognition in Canstar's 2026 home-loan awards for its customer self-service and support, mortgage discharge process, and application process.”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q138.md) · Answer ID: 969b7770-146c-4a00-923c-16f1005c8aae

Gemini: “Lenders like ASB and BNZ excel in providing intuitive digital dashboards where linking transactional accounts to reduce interest is effortless.”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q136.md) · Answer ID: 617b7157-dfcd-4c43-93af-0f3c9c892f4f

Google AI Mode: “Rated as a standout performer in customer satisfaction for home loans specifically (such as Canstar's Most Satisfied Customers Award for Home Loans).”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q136.md) · Answer ID: 72088d0c-ddfb-4829-9dda-6c6bd31705fe

AI Overviews: “The lenders currently recognized for delivering top-tier service, structure flexibility, and strong digital tools to maintain your loan include”

[Read the answer](https://nzbrands.ai/research/banking/home-lending/editions/1/questions/HL-Q136.md) · Answer ID: 0b788ab3-8ef7-4ce9-9bb3-7ae6fe589d49

## Where the answers to this borrower came from

The websites each assistant drew on, and what kind of publisher they are. Pick a question group to compare the websites.

### ChatGPT

| Website | Answers with this website recorded |
| --- | --- |
| canstar.co.nz | 9 |
| fma.govt.nz | 9 |
| bnz.co.nz | 8 |
| interest.co.nz | 8 |
| kiwibank.co.nz | 7 |
| asb.co.nz | 6 |
| bankomb.org.nz | 6 |
| consumer.org.nz | 6 |
| consumerprotection.govt.nz | 6 |
| rbnz.govt.nz | 5 |

### Gemini

| Website | Answers with this website recorded |
| --- | --- |
| moneyhub.co.nz | 7 |
| bnz.co.nz | 5 |
| canstar.co.nz | 5 |
| opespartners.co.nz | 5 |
| kiwibank.co.nz | 4 |
| become.nz | 3 |
| mortgagelab.co.nz | 3 |
| simpler.co.nz | 3 |
| cslaw.co.nz | 2 |
| finchmortgages.co.nz | 2 |

### Google AI Mode

| Website | Answers with this website recorded |
| --- | --- |
| canstar.co.nz | 14 |
| moneyhub.co.nz | 9 |
| consumer.org.nz | 6 |
| bnz.co.nz | 3 |
| rnz.co.nz | 3 |
| become.nz | 2 |
| co-operativebank.co.nz | 2 |
| asb.co.nz | 1 |
| calculate.co.nz | 1 |
| downiestewart.co.nz | 1 |

### AI Overviews

| Website | Answers with this website recorded |
| --- | --- |
| canstar.co.nz | 12 |
| squirrel.co.nz | 11 |
| facebook.com | 8 |
| mortgages.co.nz | 8 |
| asb.co.nz | 6 |
| become.nz | 6 |
| interest.co.nz | 6 |
| rnz.co.nz | 6 |
| sorted.org.nz | 6 |
| co-operativebank.co.nz | 5 |

A website counts once per answer, however many claims cite it. 94 of 99 answers have recorded sources.

[Previous: Existing borrower approaching a refix](https://nzbrands.ai/research/banking/home-lending/borrowers/p03)

[Next: Family buying before selling](https://nzbrands.ai/research/banking/home-lending/borrowers/p05)