If you are experiencing financial difficulties due to COVID-19 or if you are experiencing unforeseen hardship click here


Unforeseen Hardship Assistance

“When someone has suffered a hardship they could not reasonably have seen coming, such as illness or injury, loss of employment, the end of a relationship, or death of a partner or spouse, and as a result cannot meet their current payments but could if the contract was varied.” – Commerce Commission.

We understand that unforeseen hardship can create difficult times which may be both financially and emotionally challenging for you. It’s important to us that we can work with you to reduce any financial stress that is caused by the unexpected things that happen in life.

Unforeseen hardship can impact people’s lives in different ways, we acknowledge that everyone’s circumstances will be different.

If you are worried about your situation or circumstances, it is important that you talk to us about your concerns. At Gilrose, we care for your experiences and want to understand the best way to help you in your position. The information you tell us is confidential. It is our aim to assist you out of your financial difficulties and help you get back on track.

Applying for Unforeseen Hardship Assistance

To apply for unforeseen hardship assistance, you can send an email to using this template.

We understand this is a difficult time. If you require any guidance in applying, please contact our accounts team 09 415 8500. Please have your reference number ready.

Reasons for unforeseen hardship

Hardship impacts people in differing ways. If any of the reasons below apply to your current circumstances, we may be able to help you:

  • Redundancy
  • Income loss
  • Separation/Divorce
  • Illness
  • Injury
  • Death of a family member
  • COVID-19
  • Natural disaster
  • Domestic violence
  • Any other reasonable cause

Unforeseen hardship assistance variation options

If approved for unforeseen hardship assistance, we can work with you to make changes to your contract which are fair and reasonable for both yourself and Gilrose Finance. Here are the potential variation options:

  • Reducing the amount of each payment due under the contract and extending the term of the contract
  • Hardship Grace period: postpone payments for an approved period of time without extending the term of the contract
  • Combination of the above: postponement of payments for an approved period of time while extending the term of the contract.

Further information

We may ask you for further information (such as a medical certificate, redundancy letter or other documentation) to support your application. Each application is assessed on a case-by-case basis, but we aim to make the process simple and easy for you.

What you need to know before applying for unforeseen hardship assistance

Requirement for your loan to be repaid

Approval for unforeseen hardship assistance still requires the repayment of your loan. The assistance is to help you during the time you are experiencing unforeseen hardship and financial difficulty.

Accrued interest

If approved for unforeseen hardship assistance, you may be required to pay more in interest due to the term of the loan being extended greater than the original contract.

However, options are available to undergo unforeseen hardship assistance and keep the original contract term in place. This can be done by increasing your payments beyond the original instalment amount after the approved hardship period has finished.

Gilrose Finance credit facility and new applications for finance during approved hardship period

While you are requiring unforeseen hardship assistance, you will be unable to use your credit facility or enter a new contract with Gilrose Finance. This is in place to make sure we are not increasing the financial difficulties you are experiencing during your unforeseen hardship.

Once your unforeseen hardship assistance has been resolved, we will require a new application for further potential finance and to re-assess your credit facility limit.

Credit reporting

During the period you require unforeseen hardship assistance, your credit report may reflect your current financial assistance with Gilrose. This will no longer be reported once your unforeseen hardship assistance has been resolved.

Other options

We have found that customers have benefited from speaking with a financial mentor. Moneytalks is an independent and confidential service which is completely free. The financial mentors can help you with confidential advice, and talk you through your options for getting on top of debts and covering the essentials. You can contact them on 0800 345 123 or visit their website at

Repayment waiver: please see your consumer credit contract and disclosure statement to determine if you are eligible for use of the repayment waiver. For more information regarding the repayment waiver, please click here.

If you are not experiencing unforeseen hardship but still require assistance, we want to help. It is our aim to assist you during your time of financial difficulties, please get into touch with us so we can explore your options. You can contact our accounts team on 09 415 8500 or send an email to

If you have any questions related to any step of the unforeseen hardship assistance application or require further information, please do not hesitate to contact us, we are more than happy to help. You may contact our accounts team on 09 415 8500 or send an email to