Coronavirus (COVID-19) support for our customers

Let's support you. In response to coronavirus (COVID-19), we have put together information to assist.

Coronavirus (COVID-19) Assistance

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

It 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

What to do if you need help as a result of COVID-19

We are here to help. Right now, this means we’re answering a lot of calls from people who need to speak to us, so our wait times are longer than usual. If you call us, please understand we are doing our best to get to you as soon as we can.

During this period, if you need support regarding payment of your account our preference is that you complete your application for hardship assistance online using this form. We will contact you as soon as possible to acknowledge your application and will be back in touch to provide a response shortly thereafter.

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.


For any other insurance related questions please email us at notification@latitudefinancial.com.


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