Customer Support During Coronavirus

Gem is here to help you through these unprecedented times.

Coronavirus (COVID-19) assistance

We understand COVID-19 is having an impact on our community and that it could affect your financial wellbeing. That's why we've put together a plan to help our customers.
What we are doing

What we're doing builds on the offer of help we always have in place and includes assistance if you, as a customer of Gem, are affected by COVID-19. The additional COVID-19 support may include:

  • Reduced monthly payments
  • Reduced interest on Credit Cards, Personal loans and Motor loans

Getting in touch

We are here to help. Right now, this means we're answering a lot of queries from people who need to contact us, so our wait times are longer than usual.

If you contact us, please understand we are doing our best to get to you as soon as we can.

In the meantime, find answers to some common questions in the link below.

Hardship Assistance

Right now we're currently asking anyone who needs it, to apply for hardship assistance online.

Don't worry, we'll contact you as soon as possible to acknowledge your application and will be back in touch to discuss your application with you. If you've already submitted an application, you don't need to do anything further – you will hear from us soon.

Do you have Insurance on your account?

Depending on your cover, you can make a claim through our online application form.


You can check if you have Insurance on your Credit card statement. For personal loans, details were included in the Personal Loan Agreement Incorporating Disclosure Statement provided to you when you accepted the loan.


If you have an approved claim and need to provide further evidence, upload it now.


More information on COVID-19 related questions can be found in our FAQs here.


If you need additional support and need to speak with someone about a claim or you have any urgent question regarding your policy please call 0800 220 999. Please note our call centres are still experiencing some delays in call wait times. If you cannot wait or would prefer a call back please email us at notification@latitudefinancial.com with your contact details and we will call you back as soon as possible.


In the meantime, you can still apply for Hardship Assistance, while you make an Insurance claim.

Keep up to date with your finances

We know you'll want to keep up to date with your finances. Manage your account with the Latitude App or by logging in to the Online Service Centre using the log-in button above.

App StoreGoogle Play

Set up contactless payments

To stay safe and stop the spread, we encourage you to use contactless payments where possible. Click on our digital wallet options below for easy instructions to get started.

Apple PayFitbit PayGoogle PayGarmin Pay

Important information

Apple, the Apple logo, Apple Pay, Apple Watch, Face ID, iPad, iPhone, Safari, and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries App Store is a service mark of Apple Inc.

Garmin, the Garmin logo, and the Garmin delta are trademarks of Garmin Ltd. or its subsidiaries and are registered in one or more countries, including the U.S. Garmin Pay is a trademark of Garmin Ltd. or its subsidiaries.

Fitbit and the Fitbit logo are trademarks or registered trademarks of Fitbit, Inc. in the U.S. and other countries.

Google Pay, Android, the Google Pay Logo, Google Play and the Google Play logo are trademarks of Google LLC.