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Financial hardship

When the unexpected happens and you're having difficulty managing your Gem repayments, Hardship Care is here to help.

What is financial hardship?

Financial hardship is when you want to make your repayments on a Gem credit card, personal loan or car loan, but can't.

Financial hardship can be caused by many unexpected factors. Some of these may include:

  • Injury or illness
  • Unemployment or a reduction in income
  • Relationship breakdown
  • Domestic violence
  • Financial abuse
  • Gambling

If you're experiencing financial hardship, our Hardship Care team will help you get back on track.

Applying for Hardship Care

Our Hardship Care team has helped many customers just like you who are having difficulty keeping up with their Latitude repayments, so don't be put off. We'll either come up with a manageable way for you to handle your repayments, or we'll direct you to external support services who may be able to assist.

The first thing you need to do is fill out our Hardship Care online application.

What happens next?
  • Once we’ve received your application, we’ll let you know if we need more information, otherwise we'll get back to you within 20 business days with an outcome.
  • We’ll create a plan to get you back on track or we’ll provide information about other options you can consider.
Do you have Insurance with Latitude?

You can check if you have insurance for your Gem credit card on your statement. Or for personal loans, check your loan contract.

If you have consumer credit insurance with us, depending on your policy you may be able to claim if the insured is unable to work due to sickness, injury or job loss. It is a good idea to speak with the Hallmark Insurance team to see if you're able to make a claim.

You can still apply for Hardship Care while you make your insurance claim if you wish.

Let's get you the help you need

We want you to know that you’re not alone when going through financial hardship. We’re always here to help and our customer Help Centre has some articles on Hardship Care that may assist further. There are also a number of other resources you can turn to for support and guidance.

What's the best way to contact Hardship Care?

The best and most convenient way for you to contact us is online, using our Hardship Care application form. If that doesn't suit, get in touch with us via phone or mail.


You should allow about 20 minutes to complete your Hardship Care application. It's a good idea to have all the relevant information you'll need ready, before you start.

Apply for Hardship Care
Call our team on
0800 433 033
Mon - Fri, 8:30am to 5:00pm (NZST)

Gem Hardship Care
8 Tangihua Street
Auckland 1010