Natural disasters can turn life upside down in an instant. Floods, fires, and storms don’t just damage homes and communities — they can also disrupt financial stability. At Angle Auto Finance, we understand that when disaster strikes, keeping up with loan repayments may not be your top priority. That’s why we offer hardship support designed to give you breathing space when you need it most.
This case study shares the story of Ben*, a Construction Manager from the Gold Coast, whose home was severely damaged by flooding. His experience shows how we can work with customers to pause repayments, reduce stress, and help them get back on track.
Meet Ben
Ben lives on the Gold Coast with his wife, teenage son, and teenage daughter. As a Construction Manager, he’s used to dealing with challenges on the job site — but nothing prepared him for the devastation of a flood that caused $40,000 worth of damage to his family home.
With repairs to organise, insurance claims to lodge, and his family’s wellbeing to protect, Ben suddenly found himself out of pocket. On top of that, he had a car loan to manage:
- Customer: Ben
- Car: 2020 Chevy Silverado
- Monthly repayments: $1,980
- Outstanding balance: $65,000
The flood left Ben unable to keep up with his $1,980 monthly repayments. He knew he needed help before the situation spiralled further.
Understanding Financial Hardship
Financial hardship occurs when unexpected events make it difficult to meet your financial commitments. Natural disasters are one of the most common causes.
FAQ: What counts as financial hardship?
Hardship can result from events such as job loss, illness, injury, relationship breakdown, or natural disasters. If these circumstances affect your ability to make repayments, you may be eligible for hardship support.
At Angle Auto Finance, we treat hardship cases with empathy and flexibility. We know that every customer’s situation is unique, and we tailor solutions to suit individual needs.
Ben’s options
When Ben contacted us, we discussed several possible pathways:
- Deferring repayments — pausing payments temporarily to give him time to recover.
- Restructuring the loan — adjusting the loan term to reduce monthly repayments.
- Selling the vehicle — using the proceeds to reduce or clear the loan balance.
Given the circumstances, pausing repayments was the most practical option. Ben needed immediate relief to focus on repairing his home and managing insurance claims.
The three‑month payment pause
We arranged a three‑month payment pause for Ben. This meant he didn’t have to make repayments during that period, giving him the time and space to:
- Lodge and process insurance claims.
- Begin repairing flood damage to his home.
- Stabilise his household finances.
FAQ: What happens during a payment pause?
During a hardship support period, repayments are temporarily suspended. However, interest continues to accrue on the outstanding loan balance. Once the pause ends, repayments resume, and the loan term is extended to cover the missed months. Alternatively, an increase to repayments can be agreed to retain the existing loan term.
The outcome
The three‑month pause gave Ben the breathing room he needed. Without the added stress of car loan payments, he could focus on his family and his home.
Once his insurance claims were processed and his finances stabilised, Ben resumed his monthly repayments. His loan term was extended by three months, keeping his loan in good standing.
FAQ: Will a hardship arrangement affect my credit score or credit history?
No. Entering a hardship arrangement will not negatively impact your credit score. In fact, it can help you avoid missed repayments that would otherwise harm your credit score. However, your credit history will show that you have entered a financial hardship arrangement, and your credit score will be affected by any reported missed repayments (both under and outside of an agreed arrangement). By working with us, you can protect your credit history while managing your loan responsibly.
Lessons from Ben’s story
Ben’s experience highlights several important points for anyone facing financial hardship:
- Act quickly. Contact your lender as soon as you know you’ll struggle to make repayments.
- Explore your options. Pausing repayments, restructuring loans, or selling vehicles are all possible solutions.
- Understand interest. Even during a payment pause, interest continues to accrue on your loan balance.
- Stay in good standing. Hardship arrangements help you avoid default and keep your loan on track.
- Focus on recovery. Relief from repayments allows you to concentrate on rebuilding your life.
FAQs about Financial Hardship
Q: How do I apply for hardship assistance?
You can apply online through our hardship application form or call us directly at 1300 561 869. We’ll ask for details about your situation and work with you to find a solution.
Q: Can I pause my repayments if I’m affected by a natural disaster?
Yes. If you’ve been impacted by events such as floods, fires, or storms, you may be eligible for a repayment pause.
Q: What documents do I need to apply?
In most cases, we can finalise your request using the information you provide on the web form or over the phone. After assessing your personal circumstances, we may occasionally ask for evidence of hardship — such as insurance claim documents, medical certificates or proof of reduced income — just to make sure we fully understand your situation and can support you appropriately.
Q: What happens after the pause ends?
Repayments resume based on your newly agreed repayment schedule and Term. Interest accrued during the payment pause is added to your balance.
Q: Can I restructure my loan instead of pausing repayments?
Yes. Depending on your circumstances, we may be able to adjust your loan term or repayment amount to make it more manageable.
How Angle Auto Finance supports customers
At Angle Auto Finance, we believe in practical solutions and compassionate support. Our hardship assistance is designed to help customers through tough times without adding unnecessary stress.
Our commitment includes:
- Flexible repayment options tailored to individual needs.
- Clear communication so you understand your options.
- Support for natural disaster victims with repayment pauses.
- Guidance through insurance and financial recovery.
- Fair treatment that keeps loans in good standing.
Our dedicated Financial Hardship page (see here) explains the process in detail, including how to apply and what information you’ll need to provide.
A clear path forward
Ben’s story shows that even in the face of disaster, there are ways forward. Flooding caused $40,000 worth of damage to his home, but with a three‑month payment pause, he was able to focus on recovery without worrying about his car loan.
If you’re facing financial hardship, don’t wait until repayments become overwhelming. Reach out to us today. Whether it’s pausing repayments, restructuring your loan, or exploring other options, we’ll work together to find the right solution for your situation.
Contact us
Call us at 1300 561 869 or apply online to start the process.
Extra support is just a call away
There’s always a way forward. If you need help managing your finances, give the National Debt Helpline a call (1800 007 007) and connect with a Financial Counsellor who can guide you through it.
Important information:
* Name and personal details changed to protect the customer’s confidentiality.
