Frequently Asked Questions

• Your broker will be notified by email when your home loan is approved and will let you know
• Your digital loan contract pack is prepared.

When: Approval day

• Digital signatures for mortgage documents are currently being accepted for Victoria and South Australia properties.
• Your digital loan contracts will be sent to your nominated email address
• You will receive a text message letting you know that your home loan documents are ready to sign.
• This is a secure service provided by DocuSign and MSA National which requires dual verification (email and SMS verification) to ensure your documents remain confidential.

When: Day after approval day

• Your broker will be notified when you receive your documents and they’ll be able to assist you through the process of digitally accessing, reviewing, signing and submitting your loan documents
• Once your documents are signed and completed they will be instantly returned to our settlements team
• Once your documents have been received, they are checked and verified
• Your broker can track the progress of your loan.

When: Day after signed documents received

Your settlement date will be confirmed through your solicitor or conveyancer.

When: Generally 2 business days before settlement

• Your broker will receive an email confirming that your loan has settled
• You will be posted your settlement statement and your broker will be emailed a copy
• Surplus funds (less loan disbursements) will be made available via: cheque by post; or direct deposit into your bank account: or your loan account to draw anytime.

When: Settlement day

You will receive your online and phone account access details, StarNet and StarCall, by post.

When: 10 – 15 business days after settlement day

You will receive a welcome letter detailing your loan account and repayment information along with a brochure detailing easy ways to manage your loan.

When: 10 – 15 business days after settlement day

• If you requested a Debit Card when you applied for your loan, you will receive your Debit Card and PIN by post.
• Your Debit Card and PIN will come in two separate letters for your security, so please check your mail regularly when they are due.

When: 10 – 15 business days after settlement day

Your first loan payment will be drawn from your bank account by direct debit a month after your loan settlement day.

When: One month after settlement day

Any extra funds from settlement which you have requested to be retained in the loan will be accessible 5 business days after settlement. If you need access to these funds before you have received your StarNet online account access, you will need to complete a manual redraw form.

StarNet

• View your loan details including, interest rate, available balance and your next repayment
• Download and view loan account statements
• Make changes to your repayments and make once off additional repayments
• Request to draw or redraw available credit from your loan.

StarCall

• Hear your up to date loan details, interest rate, available balance and your next repayment
• Make changes to your repayments and make once off additional repayments
• Request loan statements and load redraws.

You can check your  available credit or redraw amount via StarNet and StarCall  or alternatively you can contact the CustomerCare team on 1300 669 764 from 8:00am to 8:00pm (AEDT), Monday to Friday.

Redraw is only available on variable rate loans where you have made additional payments to your loan.  Redraws are subject to the loan terms.

No. Any drawings or redraws you request can only be paid into the linked account that you nominated on your direct debit request form.

Redraw is not available on fixed rate loans. Any amount available for drawing or redraw on construction and vacant land loans can only be accessed by completing the redraw requests and transfers form and returning the completed form to the CustomerCare team. You can change the repayment frequency on your loan at no cost.

Email to customercare@planlend.com.au

By post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

Before your first payment can be made, we require the following documents on file as well as a completed progress drawdown request form and your builder’s invoice.

• Stamped approved council plans and building permit
• Builders all risk insurance – contract work & legal/public liability  (AFSH  Nominees Pty Ltd as lender of your loan must be noted as interest party/mortgagee on stated insurance coverage anywhere in Australia)
• Builders registration certificate
• Home owners warranty.

As part of our process, we will complete progress inspections at the base stage and at the hand over stage to make sure your build is on track.

You can make extra loan repayments in three ways:

1.     Electronically via StarNet or StarCall

You can set up a once-off or ongoing payments on StarNet or via StarCall at any time at no cost.

2. Contact the CustomerCare Team on 1300 669 764

3. Manual Transactions

Manual transactions can be made by downloading a copy of the repayment request form and returning the completed form to the CustomerCare team:

Email to customercare@planlend.com.au

Post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

A fee applies to manual transactions. Fees are subject to change and available by contacting CustomerCare.

Please complete the repayment request form and return the completed form to the CustomerCare team:

Call 1300 669 764 or email to customercare@planlend.com.au

Post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

Ongoing payment amendments do not attract a fee.

You can change the repayment frequency on your loan at no cost by completing the repayment request form and returning the completed form to the CustomerCare team:

Call 1300 669 764 or email to customercare@planlend.com.au

Post to CustomerCare, P.O. Box 626, Collins Street West, Melbourne VIC 8007

Not available on Interest Only loans.

You can also provide a letter requesting the change, signed by all borrowers, and return it to the CustomerCare team.

Contact your mortgage broker to arrange an appointment to discuss your request. A new loan application will be required. Fees and charges (such as variation fees, Government charges, lender's mortgage insurance), and credit criteria may apply.  Please check with your mortgage broker.