Applying for Hardship Care with Gem by Latitude

Life can be unpredictable, and keeping up with repayments can sometimes feel overwhelming. If you’re struggling with your Gem by Latitude credit card, personal loan, or car loan repayments, reaching out early can make all the difference - we’re here to help!

Let’s work together to find the right solution for you. We have a range of support options to help you get back on track:

• Short-term support – Reduced repayments while you get back on track.
• Long-term support – Ongoing assistance for an extended period of difficulty.

We recommend completing our Online Hardship Care Application, and we aim to provide an outcome within 20 calendar days.

Set aside about 20 minutes to complete your application - it can’t be saved and resumed later. Have the following details ready:

• Your account details: Account type, number, and any additional account holder details.
• Your current situation: Employment status, reason for applying, and any relevant financial details. Please provide detailed information about your situation to help us fast-track your hardship care application.
• Additional financial information (if requested by us): Income, expenses, and details of other mortgages, loans or credit cards with other financial institutions.

If you've applied before, we may ask for extra details to better understand your current financial position and offer you the right solution that suites your needs.

Important: While we assess your application, please continue making repayments as usual.

Alternatively, if you prefer to contact us to discuss your Hardship Care options:

	Call: 0800 433 033 (Mon - Fri, 8.30am - 5pm NZST)
	Email: [e-mail]

Why our customers reach out for support?

You’re not alone - many of our customers experience financial difficulty for reasons like:

• Rising cost of living
• Unexpected or necessary bills
• Injury or illness
• Unemployment or reduced income
• Mental health challenges
• Relationship breakdown
• Family or domestic violence
• Financial abuse
• Natural disasters
• Gambling related difficulties

No matter the reason, our Hardship Care team will work with you to find the right solution for your situation.

Can someone apply on your behalf?

Yes! A nominated representative - such as a financial counsellor or family member, can apply for Hardship Care on your behalf. To do this, they’ll need to be authorised on your account.

To authorise someone:

1. Download and complete our Third Party Authority Form (Authority to Maintain) for your Gem by Latitude product.
2. Submit the form to us for approval.
3. Once authorised, your representative can apply for you.
4. If approved, you’ll still need to personally accept the new arrangement terms before they take effect as this will be a change to your credit contract with Gem by Latitude.

What happens after you apply for Hardship Care?

Once we receive your application, we'll review it and may request more information if needed.

• If approved: We’ll set up a personalised Hardship Care arrangement and send you all the details. We’ll keep in touch to help you stay on track. Check out What to Expect when Hardship Care is Approved
• If declined: We’ll explain why and guide you towards other support options.

Do you have Insurance?

If you have (or recently had) consumer credit insurance either with us or another provider, you may be able to claim for sickness, injury, or job loss - depending on your policy. Even if your policy has expired or been cancelled, you might still be eligible if the event occurred before the policy ended.

To check if you have insurance with us:

• Credit cards: Review your statement.
• Personal loans or car loans: Check your loan contract if you took insurance prior to April 2020. If you purchased Insurance after April 2020, you would have been separately emailed a link to your policy documents, and premiums would be debited monthly from a nominated credit or debit card.

To check eligibility or make a claim, contact Hallmark Insurance:

	Call: 0800 220 999
	Email: [e-mail]
	Visit: www.hallmarkinsurance.co.nz

If you have insurance as part of your superannuation, Kiwisaver or another provider, consider reaching out to see if you’re eligible for support.

You can still apply for Hardship Care while making an insurance claim.

Need additional support?

There are many free and independent services that can help.

Financial Counselling

If you’re worried about your finances, you can get free and confidential advice from an independent service such as MoneyTalks. They offer over-the-phone budgeting support, or they can put you in touch with a local Financial Mentor for face-to-face help.

Budget Planner

You’ll find a handy Budget Planner here to help you work out where you’re spending so you can budget more effectively.

Additional Resources

• If you need help finding a financial counsellor, FinCap can provide you with contacts in your local area.
• If you need mental health support, we encourage you to talk to the Mental Health Foundation of New Zealand.
• If you’re needing support getting back to work, WINZ may be able to help.
• If you’re experiencing violence or abuse, you can safely contact any of the below to discuss your options in a confidential manner:
  • Are You Ok
  • Shine
  • Women’s Refuge
• If you’re experiencing problems with gambling, Gambling Helpline NZ or PGF Services may be able to help.