Frequently Asked Questions

ANZ Frequent Flyer Platinum

1. Where do I find out more information about the privileges of being a Platinum cardholder?
1. As an ANZ Frequent Flyer Platinum cardholder, you can enjoy exclusive benefits and offers with entré™ for ANZ Frequent Flyer Platinum American Express^® and Visa Platinum Privileges for ANZ Frequent Flyer Visa Platinum.
Back to top
2. How can I check who the current Bonus Partners are?
1. See the latest information on Bonus Partners.
Back to top
3. Are there limits on the number of points I can earn each month?
1. There are no limits on the number of points you can earn each month. With your ANZ Frequent Platinum American Express card new applicants could earn 1.5 points¹ per $1 spent on purchases. When using your ANZ Frequent Flyer Visa Platinum you could earn 1.5 points¹ per $2 spent on purchases. You could also use your ANZ Frequent Flyer cards at any of our Bonus Partners with the ability to earn unlimited Bonus Points.
 

1. Points and Bonus Points accrue in accordance with the ANZ Frequent Flyer Reward Terms and Conditions (please call 13 22 73 for a copy). Purchases exclude cash and cash equivalent transactions. An Account Holder must be a member of the Qantas Frequent Flyer program to earn and redeem Qantas Frequent Flyer points. A joining fee applies. Membership of the Qantas Frequent Flyer program is subject to the Terms and Conditions of the Qantas Frequent Flyer program. This Points information displayed on this page applies to new customers only. Existing customers may be subject to a different Points earn rate on both their ANZ Frequent Flyer American Express card and/or ANZ Frequent Flyer Visa card. Existing customers should call 13 22 73 for information regarding the Points earn rate that applies to their account.

American Express is a registered trademark of American Express. The ANZ Frequent Flyer American Express card is issued by Australia and New Zealand Banking Group Limited (ANZ) pursuant to a license from American Express.

Back to top
4. How does the Overseas Travel and Medical Insurance differ on the ANZ Frequent Flyer Platinum from ANZ Gold?
1. The maximum trip length for which you will receive cover under the Overseas Travel and Medical Insurance is 6 months for ANZ Frequent Flyer Platinum, compare to 4 months for ANZ Gold. Otherwise the products are the same.
Back to top
5. What is the Total Annual Fee?
1. The Total Annual Fee is $295 for new applicants. For additional cardholders an Additional Cardholder Fee of $10 applies per additional cardholder on the account.
Back to top
6. Do I have to pay Overseas Cash Advance Fees?
1. The ANZ Overseas Cash Advance Fee is waived for ANZ Frequent Flyer Platinum account holders. Cash advances can only be performed with your ANZ Frequent Flyer Visa Platinum card. The Overseas Transaction Fee and ATM Operator Fees still apply. To avoid ATM Operator Fees, please use ANZ ATM's wherever possible.
Back to top

Upgrading to ANZ Frequent Flyer Platinum card

1. What is the benefit of upgrading to ANZ Frequent Flyer Platinum?
1. Some of the benefits that you can enjoy when you apply and receive your ANZ Frequent Flyer Platinum for ANZ Private Bank:
• 1.5 points¹ per $1 spent on purchases using your ANZ Frequent Flyer Platinum American Express card
• 1.5 points¹ per $2 spent on purchases using your ANZ Frequent Flyer Visa Platinum card
• Bonus Points¹ when you use your credit card at any of our Bonus Partners in Australia
• A dedicated ANZ Private Bank 24 hour assistance line to help you with your credit card needs any time, day or night
• Overseas Travel and Medical Insurance².

1. Points and Bonus Points accrue in accordance with the ANZ Frequent Flyer Reward Terms and Conditions (please call 13 22 73 for a copy). Purchases exclude cash and cash equivalent transactions. An Account Holder must be a member of the Qantas Frequent Flyer program to earn and redeem Qantas Frequent Flyer points. A joining fee applies. Membership of the Qantas Frequent Flyer program is subject to the Terms and Conditions of the Qantas Frequent Flyer program. This Points information displayed on this page applies to new customers only. Existing customers may be subject to a different Points earn rate on both their ANZ Frequent Flyer American Express card and/or ANZ Frequent Flyer Visa card. Existing customers should call 13 22 73 for information regarding the Points earn rate that applies to their account.

2. Overseas Travel and Medical Insurance is underwritten by American Home Assurance Company trading as AIG Australia (ABN 67 007 483 267). Terms and conditions apply. For more information, please call 13 22 73. To be eligible for ANZ Frequent Flyer Platinum Overseas Travel and Medical Insurance, you must be a permanent resident of Australia, pay at least $250 worth of your overseas travel arrangements using your ANZ Frequent Flyer Platinum account prior to departing Australia, and have a return ticket to Australia within six months of departure and be under 80 years of age. For more information refer to the ANZ Frequent Flyer Platinum Insurance Policy Information Booklet (PDF 0.99MB).

Back to top
2. How do I accept this offer?
1. You can accept the offer by:
• Calling your ANZ Private Banker directly.
• Signing the acceptance card and mailing it back to:

REPLY PAID 65798
ANZ Consumer Finance Customer Services
Locked bag 10
Collins Street West Post Office
MELBOURNE VIC 8007

Back to top
3. When will I receive my new ANZ Frequent Flyer Platinum cards after I accept the offer?
1. It is expected that you will receive your new cards within 21 business days after we have received your acceptance.
Back to top
4. Will the fees be increased in the future?
1. There is currently no intention to increase the annual fee. If the annual fee was to be increased it would be in accordance with the ANZ Credit Card Conditions of Use and ANZ would provide 30 days prior notification of any change to clients.
Back to top
5. What additional services am I entitled to with ANZ Frequent Flyer Platinum card?
1. A dedicated ANZ Private Bank 24 hour assistance line to help you with your credit card needs any time, day or night; simply a phone call away on 1800 739 747 in Australia or +61 3 8699 6960 if overseas.
Back to top
6. How do I increase/decrease my credit limit?
1. To increase/decrease your credit limit all you need to do is contact your ANZ Private Banker and they will be able to assist you. Please remember, to be eligible for ANZ Frequent Flyer Platinum you need to have a minimum $12,000 credit limit.
Back to top
7. Who do I call if I have an issue with my card?
1. Your ANZ Private Banker will be able to assist you with any queries you may have with your Platinum card. If you have an issue outside of business hours please call your dedicated ANZ Private Bank 24 hour assistance line on 1800 739 747 in Australia or +61 3 8699 6960 if overseas.
Back to top
8. If I have a dispute with a transaction what do I need to do?
1. Speak to your ANZ Private Banker, who will complete and submit the documentation to have your dispute investigated.
Back to top
9. Can I get a second card for my partner?
1. If you would like a secondary card attached to your card, all you need to do is speak to your ANZ Private Banker. Any points that your additional cardholder earns will go directly into your Qantas Frequent Flyer account.
Back to top
10. Are there any added security features?
1. The ANZ Frequent Flyer Platinum American Express card comes with a holographic magnetic stripe on the back of your card for added security that protects your card against counterfeiting. The ANZ Frequent Flyer Visa Platinum card comes with security chip technology, making it more difficult to fraudulently copy your credit card details.
Back to top
11. Will my current card stop automatically?
1. Once you accept the offer to upgrade to ANZ Frequent Flyer Platinum, your new card will take approximately 21 days to reach you. Your old card will be closed once you either activate your card, once you complete the first transaction or 14 days from the date of your Welcome Letter.
Back to top
12. What do I need to do if I don't want my current card stopped?
1. You will need to speak to your ANZ Private Banker who will be able to assist you.
Back to top

Transitioning to your ANZ Frequent Flyer Platinum

1. Have you changed my account details?
1. You will have a new card and account number. You will need to make changes to any recurring transactions that were being charged on your old card.
Back to top
2. Will my existing card close?
1. Yes, your old card will be closed once you either activate your new card, with the first transaction or 14 days from the date of your Welcome Letter. If you would like to keep your existing card open, please speak to your ANZ Private Banker before you accept the upgrade offer.
Back to top
3. Will my automatic recurring transactions need to be set up again?
1. Yes, you will need to contact all relevant merchant and service providers who are authorised to automatically charge your credit card (e.g. Income Protection Insurance) and advise them of your new card number immediately upon receipt of your new card. You would have organised these transactions directly with the merchant or service provider.

You can identify your recurring transactions by reviewing your statements that are mailed each month. Remember to consider monthly, quarterly and annual recurring transactions.

Back to top
4. Will I need to set up payments on ANZ Internet Banking again?
1. Yes, any automatic or future dated payments set-up within ANZ Internet Banking (such as bill payments) will need to be transferred to your new card. These are typically payments to a third party that you authorise via ANZ Internet Banking.

You will need to access ANZ Internet Banking, delete the existing payment authorities and re-establish them with your new card number. You should take note of the details of your previous automatic payments before you delete them; it will make it easier when you re-establish them with your new card number.

You will still be able to see future payments set-up on your old card. Please note that this payment will not work, and must be re-set.

Back to top
5. Can I access my other ANZ accounts that are linked to my existing credit card?
1. If you have other ANZ accounts linked to your existing card, the linkages will not be automatically transferred to your new account. You will need to update all details. This can be easily done by speaking to your ANZ Private Banker.
Back to top
6. Will I need to reset my ANZ Phone and Internet Banking passwords and PIN?
1. Yes, you will need to ensure that your PIN (Personal Identification Number) and ANZ Phone and Internet Banking details are transferred to your new account.

If your ANZ Internet Banking Customer Registration Number (CRN) is the same as your existing (old) credit card number, it will need to be updated. In the meantime you can access ANZ Internet Banking using your existing CRN.

If your CRN is a number other than your existing credit card number, it will remain unchanged.

Back to top
7. Will my CardPay Direct payments need to be set up again?
1. No, you won't need set up your payments again. Your CardPay Direct payments will be automatically transferred to the new card.
Back to top
8. What will happen to my ANZ Extras e.g. eDine?
1. There will be no change to your ANZ Extras. All ANZ Extras will move when transferred to the new card.
Back to top
9. Will my transaction history be available if I upgrade to ANZ Frequent Flyer Platinum?
1. Your transaction history will not be available on your closed account via ANZ Phone and Internet Banking.
Back to top
10. How do I become eligible for the Overseas Travel and Medical Insurance¹?
1. To be eligible, the following criteria applies:
• Purchase a minimum of $250 towards pre-booked transport costs (airfare cruise) and/or land content (tours, hire car, accommodation) with your ANZ Frequent Flyer Platinum card prior to departure.
• Payment must be debited to account prior to departure from Australia.
• A ticket on return to Australia within 6 months of commencement of the journey is required.
• You must be a permanent resident of Australia and returning to Australia following your journey.
• You must be under 80 years of age at the time the journey is booked.

1. Overseas Travel and Medical Insurance is underwritten by American Home Assurance Company trading as AIG Australia (ABN 67 007 483 267). Terms and conditions apply. For more information, please call 13 22 73. To be eligible for ANZ Frequent Flyer Platinum Overseas Travel and Medical Insurance, you must be a permanent resident of Australia, pay at least $250 worth of your overseas travel arrangements using your ANZ Frequent Flyer Platinum account prior to departing Australia, and have a return ticket to Australia within six months of departure and be under 80 years of age. For more information refer to the ANZ Frequent Flyer Platinum Insurance Policy Information Booklet (PDF 0.99MB).

Back to top
11. What will the Overseas Travel and Medical Insurance protect me against?
1. You can be protected for a range of contingencies including:
• Overseas medical and dental expenses.
• Cancellation and additional expenses.
• Loss of luggage and travel documents.
• Loss of income.
• Optional medical cover for pre-existing medical conditions available at an additional cost.
Back to top
12. Is my family covered by the Overseas Travel and Medical Insurance?
1. If you satisfy the eligibility criteria above, the following people can be covered:
• You
• Your spouse (legal or de-facto in a permanent relationship) travelling with you - excludes anyone over 80 years of age.
• Your dependant children under the age of 21 (and not in full time employment) travelling with you.
Back to top
13. Where do I find out more information on the Overseas Travel and Medical Insurance?
1. For further information refer to: ANZ Frequent Flyer Platinum Insurance Policy Information Booklet (PDF 0.99MB) or call AIG on 1800 339 663 or alternatively speak with your ANZ Private Banker.
Back to top