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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

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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.
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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

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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.

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

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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

Notice of Ratings Downgrade
Pursuant to section 69 of the Insurance (Prudential Supervision) Act 2010, we give notice that on 4 April 2023, Standard and Poor’s downgraded Hallmark Life’s and Hallmark General’s financial strength ratings from "BBB+" to "BBB".

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.

'BB, 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$'000's)10,742
Capital Base (NZ$'000's)91,171
Solvency Margin (NZ$'000's)80,430
PCA Coverage 8.49
Audited - as at 31 December 2021
Hallmark Life - Stat Fund 1
Prescribed Capital Amount (NZ$'000's)5,314
Capital Base (NZ$'000's)8,459
Solvency Margin (NZ$'000's)3,145
PCA Coverage 1.59
Audited - as at 31 December 2021
Hallmark Life - Stat Fund 2
Prescribed Capital Amount (NZ$'000's)79
Capital Base (NZ$'000's)7,914
Solvency Margin (NZ$'000's)7,834
PCA Coverage 99.90
Audited - as at 31 December 2021

Unaudited - as at 31 December 2022

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.

The Privacy Policy of Hallmark General Insurance Company Ltd. ABN 82008 477 647 AFSL 243478 and Hallmark Life Insurance Company Ltd. ABN 87 008 446 884 AFSL 243469 describe how we manage your personal information, including collection, usage and disclosure. A copy of the Privacy Policy is available online.