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Insurance
Customer Hub

Existing Policyholders Easily find everything you need about your insurance, from your Policy through to how to claim or contact us.

Our Products

Which cover do you have?

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Personal Loan
Insurance

We are not currently issuing new policies

  • Insurance for your Gem Personal Loan repayments.
  • Find your Policy below to check how your cover works including limits, terms and conditions.
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Credit Card
Insurance

We are not currently issuing new policies

  • Insurance for your card purchases and repayments.
  • Find your Policy below to check how your cover works including limits, terms and conditions.

Who should you contact?

Our team is on hand to help you with all your queries.

Call us
0800 220 999
Mon to Fri, 10:30am - 7pm (NZDT)
Weekends: Closed
Claim online
Use our simple form to claim online.Make a claim
Fax us

0800 282 646

Policies - Existing customers

Check out our recent Policies for details on covers including benefits, limits and exclusions. If your Policy is an earlier version or your insurance product is not listed, call us on 0800 220 999 Mon - Fri, 10:30am - 7pm (NZDT) for a copy of your Policy.

Repayment Protection Insurance

Repayment Protection Insurance

For policies purchased from 21/08/2020

Download Policy

Industry code of practice

ICNZLife Insurance Code of Practice

Hallmark General Insurance Company Ltd. is a member of the Insurance Council of NZ and adheres to the Fair Insurance Code, which provides you with assurance that we have high standards of service for our customers. Click below to access a copy of the Code.

Fair Insurance Code
Got a complaint?

If you have a complaint about your insurance and want more information on how to proceed then please download our guide below.

Are you hearing impaired?

Latitude uses New Zealand Relay to ensure we are contactable for customers who are deaf or have a hearing or speech impairment.

Need to make a claim?

We're here to help you every step of the way.

The Insurers

Insurance is issued by Hallmark Life Insurance Company Ltd. (Hallmark Life) and Hallmark General Insurance Company Ltd. (Hallmark General), incorporated in Australia and operating in New Zealand.

Insurer Financial Strength Rating

Hallmark Life and Hallmark General have both received Insurer Financial Strength Ratings of ‘BBB+’ from Standard & Poors.
BBB+
'AAA'

An insurer rated 'AAA' has extremely strong financial security characteristics. 'AAA' is the highest insurer financial strength rating assigned by S&P Global Ratings.

'AA'

An insurer rated 'AA' has very strong financial security characteristics, differing only slightly from those rated higher.

'A'

An insurer rated 'A' has strong financial security characteristics but is somewhat more likely to be affected by adverse business conditions than are insurers with higher ratings.

'BBB'

An insurer rated 'BBB' has good financial security characteristics but is more likely to be affected by adverse business conditions than are higher-rated insurers.

'BBB, B, CCC, and CC'

An insurer rated 'BB' or lower is regarded as having vulnerable characteristics that may outweigh its strengths. 'BB' indicates the least degree of vulnerability within the range; 'CC' the highest.

'BB'

An insurer rated 'BB' has marginal financial security characteristics. Positive attributes exist, but adverse business conditions could lead to insufficient ability to meet financial commitments.

'B'

An insurer rated 'B' has weak financial security characteristics. Adverse business conditions will likely impair its ability to meet financial commitments.

'CCC'

An insurer rated 'CCC' has very weak financial security characteristics and is dependent on favourable business conditions to meet financial commitments.

'CC'

An insurer rated 'CC' has extremely weak financial security characteristics and is likely not to meet some of its financial commitments.

'SD and D'

An insurer rated 'SD' (selective default) or 'D' is in default on one or more of its insurance policy obligations.

The 'D' rating also will be used upon the filing of a bankruptcy petition or the taking of similar action if payments on a policy obligation are at risk. A 'D' rating is assigned when S&P Global Ratings believes that the default will be a general default and that the obligor will fail to pay substantially all of its obligations in full in accordance with the policy terms.

An 'SD' rating is assigned when S&P Global Ratings believes that the insurer has selectively defaulted on a specific class of policies but it will continue to meet its payment obligations on other classes of obligations. An 'SD' includes the completion of a distressed debt restructuring. Claim denials due to lack of coverage or other legally permitted defences are not considered defaults.

Ratings from ‘AA’ to ‘CCC’ may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories. Refer to the Standard & Poor’s website for further details: www.standardandpoors.com.

Overseas Policyholder Preference

An overseas policyholder preference applies to Hallmark General. Under Australian law, if Hallmark General is wound up, assets in Australia must be applied to its Australian liabilities before they can be applied to overseas liabilities. To this extent, New Zealand policyholders may not be able to rely on Hallmark General’s Australian assets to satisfy New Zealand liabilities.

Insurer Solvency Requirements

Both Hallmark Life and Hallmark General maintain solvency positions in excess of their current requirements or obligations. Refer to the table below.

Hallmark General
Prescribed Capital Amount (NZ$'000's)22,590
Capital Base (NZ$'000's)83,626
Solvency Margin (NZ$'000's)61,038
PCA Coverage 3.70
Audited - as at 31 December 2020
Hallmark Life - Stat Fund 1
Prescribed Capital Amount (NZ$'000's)275
Capital Base (NZ$'000's)11,579
Solvency Margin (NZ$'000's)11,304
PCA Coverage 42.18
Audited - as at 31 December 2020
Hallmark Life - Stat Fund 2
Prescribed Capital Amount (NZ$'000's)228
Capital Base (NZ$'000's)6,874
Solvency Margin (NZ$'000's)6,646
PCA Coverage 30.15
Audited - as at 31 December 2020

Audited - as at 31 December 2020

NOTE: Hallmark Life and Hallmark General’s solvency calculations are based on APRA’s solvency requirements.

Important information

This insurance is issued by Hallmark General Insurance Company Ltd. (“Latitude Insurance”) and Hallmark Life Insurance Company Ltd. (incorporated in Australia and operating in New Zealand).

Financial Advice – Prescribed Statement Disclosure
You are protected by responsible lending laws. Because of these protections, the recommendations given to you about any credit related insurance products are not regulated financial advice. This means that duties and requirements imposed on people who give financial advice do not apply to these recommendations. This includes a duty to comply with a code of conduct and a requirement to be licensed.

We recommend you read the Terms and Conditions and Privacy Policy of the website. Latitude Financial Services Limited is a consumer finance company in New Zealand, offering a range of products including personal loans, car loans, credit cards, and long term interest free and promotional retail finance.