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Financial hardship

Our Hardship and Vulnerability team are here to support you when the unexpected happens and you’re experiencing difficulty in managing your repayments.

What is hardship?

Hardship is when a customer wants to make their regular loan repayment but due to an unexpected life event is unable to do so. This could be for a credit card, personal loan or car loan. This is also known as Financial Difficulty.

Examples of unexpected life events may include (but are not limited to):

  • injury or illness
  • unemployment or a reduction in income
  • relationship breakdown
  • domestic violence
  • financial abuse
  • gambling
Are you having difficulty making repayments to Latitude?

At Latitude we understand that sometimes life events can lead to difficulty in making repayments. If this occurs it is important that you contact us as soon as possible so we can discuss your circumstances in order to enter into a suitable arrangement. Our Hardship and Vulnerable Customer teams have helped thousands of customers with tailored solutions to get customers back on track. Everything you tell us is confidential and assessed on a case-by-case basis.

What happens next?

Our Hardship Team's aim is to assist you in your current financial situation as efficiently as possible. To do this they will complete an over-the-phone assessment with you. This assessment should take less than half an hour and requires you to provide us with details of your income and expenses. In certain situations we may request some documents to finalise the assessment, but will explain this to you if this is necessary.

Where we are able to offer a hardship solution we will:

  • Tailor this to your personal circumstances
  • Assess what you can afford to pay and
  • Stop collections calls or letters while the hardship agreement is maintained.

Where we are unable to agree to a hardship arrangement we will advise you of this in writing and inform you of your further options in line with our complaint handling process.

Do you have Insurance on your account?
  • Call us on 0800 220 999 Mon – Fri, 10.30am – 7pm NZDT
  • Make a claim through our online application form.

You can check if you have Insurance on your Credit card statement or for personal loans it will be on your Loan Contract.


In the meantime, you can still apply for Hardship assistance, whilst you make an Insurance claim.

Useful information

It’s important when your financial circumstances change to talk to someone to get help, support and guidance. As well as talking to us, we’ve put together some resources below you may find helpful.

Who should you contact?

We have a dedicated Hardship team to assist our customers experiencing Financial Difficulty. The fastest way to seek hardship assistance is to apply online.

Mail us

Hardship Department
8 Tangihua Street
Auckland 1010

Call us
Call our team on
0800 433 033
Mon - Fri, 8.00am - 6.30pm (NZST)
Hardship application

Use our online hardship application.

Hardship Application

Our Hardship and Vulnerability team are here to support you when the unexpected happens and you’re experiencing difficulty in managing your repayments. If you need hardship assistance, apply online now.