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Each year on 15 June, World Elder Abuse Awareness Day raises awareness of an issue that is often hidden but more common than many realise.

Elder abuse occurs within relationships of trust and causes harm or distress to older people. In New Zealand, it is most often carried out by someone the person knows, typically a family member. Age Concern data shows most cases involve family (84%), with nearly half involving an adult child or their partner.

Elder abuse can take many forms, including psychological, physical and financial harm. In a banking context, financial abuse is particularly relevant, involving the misuse of money or assets without a person’s full understanding or genuine consent, such as through coercion, manipulation or abuse of trust.

Supporting older customers to stay in control

Reverse mortgages are sometimes viewed with scepticism; with concerns they can lead to financial harm or loss of control. Heartland Bank has safeguards in place to ensure customers fully understand the product, make informed decisions, and remain in control at every stage.

Jim Ward, Business Development Manager within Heartland Bank’s reverse mortgage team, says identifying and preventing financial harm starts early in the process – and it requires a great amount of care and sensitivity.

“It’s not always something obvious or dramatic,” says Jim. “Often it’s about asking questions, listening carefully to the answers, and noticing when something doesn’t feel quite right.”

Jim has worked with Heartland Bank’s reverse mortgage customers for 10 years and says the team takes a careful, hands-on approach.

“We handle all reverse mortgage applications ourselves so we can maintain our high standards throughout the process,” he says. “We deal with the customer directly and, often, we also meet with customers face to face to ensure that they are acting on their own behalf and understand the nature of the product.”

That direct contact can make an important difference.

Jim recalls one couple who invited him to their home to discuss whether a reverse mortgage was right for them. They initially decided to proceed, but just before drawing down on the loan, the husband asked to withdraw the application within the cooling-off period because his wife had changed her mind. The application was withdrawn without issue.

A few weeks later, the husband got back in touch asking for the reverse mortgage to be reinstated. Jim was happy to help, but only on the basis that he could speak with the wife separately and without her husband present. With both parties agreeing, Jim spoke with her confidentially and was satisfied that she was comfortable with the decision and was not being pressured into proceeding.

This is one example of the kind of monitoring and care that can help ensure customers remain in control of their own financial decisions.

The reverse mortgage team completes annual training on an “extra care” process designed to support customers who may be vulnerable. The team has also received guidance from Age Concern’s national office to help recognise and respond to potential signs of elder financial abuse.

Another important safeguard Heartland Bank has in place is a customer care call. Once a loan has been approved, but before documents are sent to solicitors, a member of the reverse mortgage team, who is completely independent from the application process, calls the customer to talk through a checklist.

This helps confirm the customer understands how the product works, gives them an opportunity to raise any concerns, and provides another check that they are not being put under pressure. Only once the team is satisfied with the customer’s responses are documents passed on to their lawyer for processing.

Recognising the signs

Elder financial abuse can be subtle, but there are some common signs.

Changes in financial behaviour can be an early indicator. This might include unusual withdrawals, unpaid bills, or a lack of money for essentials despite previously being financially stable. Sudden changes to arrangements like wills, property ownership, or account access can also signal concern.

Jim says these kinds of signs are often picked up through patterns over time, rather than one isolated moment.

“We’re looking for changes in behaviour,” he says. “For example, if a customer is coming back to us a lot in a short time frame to drawdown on their reverse mortgage, we’ll ask questions to make sure the request is valid and aligned to their usual pattern.”

Where appropriate, Heartland Bank may also take additional steps to help protect a customer’s funds.

“In some cases, where concerns have come up, we’ve asked for additional supporting documentation, invoices or receipts to satisfy ourselves that the customer will be using the funds as intended,” Jim says.

In another example, after noticing a change in a customer’s behaviour across several meetings, Jim raised the concern with the customer’s solicitor so they could make their own independent assessment.

Jim has made referrals to Age Concern in the past when customer behaviour has raised concerns.

Enduring powers of attorney are also carefully reviewed.

“An enduring power of attorney can be open to abuse if it’s not checked properly,” he says. “We have a thorough review process to make sure it is current, hasn’t been revoked, and that any funds are being used for the specific benefit of the customer.”

For example, if an enduring power of attorney has been invoked, the funds must be used for the customer’s benefit and not for purposes such as gifting to family members.

“The key is asking questions – and then really listening to the answers,” he says.

How to get help

If you suspect an older person is not being treated well, or you want to report abuse, Age Concern provides free and confidential advice and works with older people and their whānau to address concerns and improve safety and wellbeing.

Age Concern

• Age Concern (external link)
• freephone: 0800 652 105
• Find your nearest Age Concern

Te Tari Kaumātua – Office for Seniors

The Elder Abuse Response Service also offers support, guidance, and referrals to help people understand their options and take the next steps.

• Elder Abuse Response Service (external link)
• freephone: 0800 32 668 65
• email: [email protected]

A shared responsibility

Elder abuse is not just a private matter. It is something that affects communities across Aotearoa, often behind closed doors.

By raising awareness, recognising the signs, and supporting open conversations, we can all play a role in ensuring older New Zealanders are treated with respect and dignity, and are supported to remain in control of their financial future.