Managing Your Account
Everything you need to know about managing your account.
Online Access to Your AccountShow more
Access your account anywhere, anytime with our Online Service Centre.
Registering for the Online Service Centre is simple and lets you:
- Manage your account and update your details
- Access your statements anywhere and anytime
- View your transactions instantly
How do I change my contact details?
There are many ways you can update your contact details. The easiest is via the Online Service Centre.
Register for the Online Service Centre today
It only takes a few minutes. Just make sure you have your mobile phone on hand. If not, please have your card plus a recent statement with you to help answer some questions.Register now
Personalise your PINShow more
Personalise your PIN by calling 0800 500 505.
Credit LimitsShow more
Your Gem Visa credit limit
Your credit limit and available credit limit can be found on the top right corner of your monthly Gem Visa statement or you can log on to the Online Service Centre to check it any time.
Your Gem Visa cash limit
It’s important to note that your Gem Visa credit limit can be different from your cash credit limit. The amount of available credit you can access as cash can be found on the top right corner of your monthly Gem Visa statement or you can log on to the Online Service Centre to check it any time.
Payment OptionsShow more
Choose the most convenient way for you to make repayments:
- Direct Debit - you can download a direct debit form from the Online Service Centre
- Automatic Payment
- In person at your local PostShop
If you would like to request an Automatic Payment form, please contact out Customer Services Team on 0800 500 505.
Understanding your statementShow more
As a Gem Visa customer, you'll receive a monthly statement (if there is a balance on your account). If you have a paper statement delivered by mail you'll be charged $1 every month. To opt out of paper statements, register for the Online Service Centre, and follow the instructions.
Each statement outlines your transactions over the last month and the minimum monthly payment required by the due date.
The minimum monthly payment is 3% of the total outstanding balance, or $20, whichever is greater, excluding any unexpired deferred payment advance.
Your statement will also show any overdue or over-limit amounts.
If you have any questions regarding your statement, please read 'How to read your statement' or call our Customer Services team on 0800 500 505.
Managing your interestShow more
Manage the amount of interest you pay
It’s now easier than ever to manage your long term interest free purchases. We’ve designed your statement to be as simple as possible, outlining the information you need to easily keep track of your interest free and deferred purchases, including a 'Payment to Reduce Further Interest' amount.
The ‘Payment to Reduce Further Interest’ amount tells you how much to pay to reduce the amount of interest you’re charged in the future, or in some cases, avoid interest altogether.
The 'Payment to Reduce Further Interest' includes the minimum monthly payment, any outstanding fees, non-promotional balances and any promotional transactions that will become interest bearing shortly. Check your statement for additional information.
How to make an insurance claimShow more
How to make an insurance claim
We believe that making an insurance claim should be straight forward and hassle-free. There are a number of ways you can submit your claim to us. We’ve now made it easier and quicker than before with online claim forms for some covers1.
Shopper’s Protection Claims
To make a claim, you can:
- For Price Protection, Involuntary Unemployment and Disability claims, you can simply submit your claim online by clicking here; or
- Download and print out a claim form below, fill it out then send it back to us by uploading online via our Secure Document Upload; or by post: PO Box 108022 Symonds St, Auckland; or fax: 0800 282 646; or
- By calling us on 0800 220 999 between 10.30am and 7pm Mon to Fri.
- Price Protection: claim online or download a form.
- Merchandise Protection
- Stolen Card Cover
- Involuntary Unemployment: claim online or download a form.
- Disability Cover: claim online or download a form.
- Life Cover
- Critical Illness
1 Terms, conditions and some exclusions apply. See the Policy for full details including details of limits that apply to the cover. Shopper's Protection Insurance is issued by Hallmark Life Insurance Company Ltd. and Hallmark General Insurance Company Ltd. (incorporated in Australia and operating in New Zealand).
Dispute a transactionShow more
What to do if something goes wrong
We know that sometimes things don't go as well as they should and problems arise. If this happens please let us know so we can try and fix the problem.
If you wish to make a complaint about our products or services, you can contact us by:
0800 735 192 within New Zealand
+64 9 375 0819 from overseas
Or writing to us at:
PO Box 4058
Attn: Customer Resolutions Team
If you have followed our internal dispute resolution procedure and your complaint remains unsolved you may refer the matter to the Insurance and Savings Ombudsman Scheme (ISO). This scheme is independeant, impartial and free to consumers. Contact details are:
Phone: (04) 499 7612
Write to: Office of the ISO, PO Box 10-845 Wellington 6143