1,470 customers access Bank of Ireland ‘cocooning’ supports to manage financial wellbeing

Bank of Ireland calling on self-isolating customers to avail of new support services for over 65s and carers during Covid-19

  • 1,330 customers seek help from dedicated Covid-19 vulnerable customer helpline since opening last month
  • 140 vulnerable customers avail of new cocooning service – offering self-isolating customers access to cash without having to leave their homes

22 April 2020 – In its first month of operation, 1,470 customers have accessed Bank of Ireland’s new dedicated Covid-19 support services for over 65s, carers and healthcare workers. 140 customers availed of the new cocooning service which provides customers access to cash without having to leave their homes. A further 1,330 customers have received help with their personal finances through the bank’s dedicated customer support line.

The cocooning support service is designed to help customers self-isolating during Covid-19 (including older customers and those in vulnerable situations) conduct some banking services and access cash for day-to-day expenses. Customers who are already self-isolating – and those who may be required to in the future – can nominate another person to make in-branch cash withdrawals and lodgements on their behalf. The new facility has built-in safeguards such as limits on withdrawals and daily monitoring by the Bank’s dedicated Vulnerable Customer Unit.

Discussing the service, Ross Moore, who manages Bank of Ireland’s Vulnerable Customer Unit said: “At Bank of Ireland, we believe we have a responsibility to support our most vulnerable customers which is why we launched our ‘Cocooning Support’ last month to help those who are at high risk and required to remain home during this crisis.

“A significant number of customers have already reached out for support in the past few weeks and we would urge those over 65, carers or healthcare workers in need of financial wellbeing assistance to get in touch. This is an unsettling time for everyone, but customers’ financial wellbeing is our priority and we hope that our ‘Cocooning Support’ provides one less thing to worry about for those who are most vulnerable.”

Customers who wish to avail of this service can complete the “Cocooning Support” form which is available on the Covid-19 Customer Hub on www.bankofireland.com. This hub is a one-stop online resource which highlights Bank of Ireland’s Covid-19 supports for personal and business customers. Customers over 65 and carers who are unable to come into a branch can call the dedicated helpline provided by the Bank’s Vulnerable Customer Unit: 1800 946 146 (9.30 am-4.30 pm Mon-Fri).

Bank of Ireland has also launched a new Covid-19 service for customers over 65 who require a printed bank statement, where they can call 1800 946 146 and a statement will be sent to them by e-mail or post.