COVID-19 Personal Banking Support

UK customers

Please click here for details of COVID-19 support.

Help during COVID-19

We have introduced a comprehensive range of supports for customers during the COVID-19 national emergency. These include payment breaks for mortgages and loans, a priority service in our branches for over-65s and carers and waiving fees for contactless payments.

For more information on these supports please see below:

  • Mortgage payment breaks

    If your income has been impacted by the current national health crisis and you want to apply to extend your 3 month payment break or find out about other options to help you manage your mortgage, we can help. We have a range of solutions that may suit you depending on your circumstances.

    If you're concerned about making payments to your Bank of Ireland Life or New Ireland Assurance Mortgage Protection policy, you may also qualify to have your mortgage protection payments waived for three months.

  • Personal loan payment break

    Customers who have taken an initial personal loan 3 month payment break can continue to apply for an additional 3 month payment break using the following link apply here.

    Please Note: Closing date for applying for your first COVID-19 personal loan 3 month payment break was the 30 September 2020. Customers can no longer apply for an initial 3 month payment break.

    If you are concerned that you may experience financial pressure and want to explore supports to help you repay your personal loan, please call our arrears team on 01 488 2019 (our lines are open 9am-5pm, Monday to Friday).

  • Cocooning and Self-Isolation Supports

    From 20 July, we will be removing this emergency support, but we will continue to monitor public health guidance measures closely and will reinstate it if it is needed. If you require any further support, please contact us on 1800 946 146.

  • Dedicated support for healthcare workers

    To support healthcare workers who are unable to visit our branches during the day, we now have a dedicated phone line 1800 946 146 for all their banking needs open 9.30am to 4.30pm, Mon-Fri.

    Alternatively, healthcare workers can ask us to call them outside normal banking hours (6pm-11pm, Mon-Fri, and 10am-4pm on Saturday) by emailing HealthcareStaffQueries@boi.com

  • Consumer Hire Purchase & Personal Contract Plans (PCP) Payment Breaks

    If your income continues to be affected by COVID-19, you are currently availing of a Payment Break and are concerned about making your repayments on your Bank of Ireland Finance Credit Agreement; we can offer you an additional Payment Break for three months.

    Please note that the closing date for applications seeking a first Payment Break has now closed as of 30th September 2020.

    You can apply to extend your Payment Break for a Consumer Hire Purchase or a Personal Contract Plan (PCP) agreement by an additional 3 months (6 month Payment Break in total).

    Or, if you are at the end of your additional Payment Break, on this page you can apply for further COVID-19 support on your Consumer Hire Purchase or a Personal Contract Plan (PCP) agreement with Bank of Ireland Finance.

    For any queries please contact our Customer Services team on 1890 66 44 66 (our lines are open 9am-5pm, Monday to Friday).

    Click here for more information and to apply for an additional 3-month BIF Consumer Credit Agreement Payment Break.

    Click here for more information about how to seek further COVID-19 support.

  • Contactless payments & Visa debit cards

    Contactless is a fast, easy and secure way to pay and it may be more hygienic than handling cash.

    Contactless fees have been waived (16.03.20) for the duration of the public health emergency and we have increased the contactless limit from €30 to €50 to support customers who want to reduce their contact with cash and avoid typing in their PIN at retailers. The limit change is effective April 1st 2020.

    Most of the time, with contactless payments, you just have to tap your card against a contactless terminal.

    Look for the contactless symbol on the front or back of your card.

    Don’t have a Visa debit card?

    Bank of Ireland customers can order a Visa debit card by calling 0818 365365 (9am – 5pm, Monday to Friday).

    Please have your account number to hand when you call.

    Find out more about Visa Debit Cards here.

  • Online, mobile & phone banking

    We understand that you might be self-isolating, cocooning or staying at home during COVID-19.

    If you are staying at home, you can still pay bills, transfer money and do your day-to-day banking online, using our mobile app, or by phone, 24 hours a day, 365 days a year. For more info on registering for 365 online and phone banking, and for tips on managing your account online, please click here.

    If you are already a 365online customer, you can register for the mobile banking app. For more information, click here. You can call our Digital Activation Centre from Monday to Friday, 9am to 5pm, on 1890 365 500.

  • Standing orders & direct debits & card payments

    We understand that you might want to cancel standing orders or direct debits as you reorganise your finances in response to COVID-19.

    For more information about cancelling Direct Debits using 365online, Mobile App or by post, click here.

    To amend or cancel a standing order online, click here.

    To cancel subscriptions and recurring payments on your debit or credit card click here.

    You can also manage your direct debits in the Manage Accounts section of 365online. Find out more here.

    You can also cancel a direct debit or standing order on the mobile app. Select ‘Services’ from the bottom menu, tap ‘Cancel Direct Debit’ or ‘Cancel standing Order’ and follow the instructions on the screen.

    Alternatively, you can call 0818 365 365 (9am-5pm, Monday to Friday) for support with standing orders and direct debits.

    Please note that Standing Orders for loan payments cannot be cancelled. If you have been impacted by Covid-19 please contact our Mortgages Payment Break line (01 611 3333) or Personal Loan Payment Break line (1850 222 200 or 01 488 2019). Our lines are open 9am-5pm, Monday to Friday.

  • Branches

    For information on branch opening during COVID-19 please click here.

    We have changed how we clean our branches in response to COVID-19 replacing our cleaning supplies in all branches with COVID-19 compliant products.

    Our ATMs are currently being deep-cleaned twice a day. To find the most convenient ATM for you, as well as the locations of our branches, click here.

    We strongly encourage you to maintain social distancing guidelines of 2 metres between you and other people when visiting our branches. Floor markers and queue ropes are in place to show you the recommended distance.

    The number of customers allowed in branch at any one time may be limited, in order to comply with HSE guidelines. No children allowed at any time with the exception of infants in buggies.

  • Over 65s and carers

    We now offer a priority service in our branches for over-65s and carers from 10-11am, Monday to Friday.

    Alternatively, over-65s and carers can call our dedicated line on 1800 946 146 (9.30am to 4.30pm, Mon-Fri).

  • Accessing your savings

    You can make withdrawals and notice requests by phone or online without having to go into your branch. The money will be transferred directly to your current account.

    Not yet registered for online, phone or mobile banking?

    If you have a current account with us and are not registered for online banking, here is how to get set up on 365online.

    To find out more and get set up with phone banking, phone banking, click here.

    If you are a Bank of Ireland customer and are already set up on 365 Online, you need to register your accounts to your 365 profile in order to view them on your profile. More detail on how to register an account to your 365 profile is available at boi.com/help; search for ‘register an account on 365’. Alternatively, you can click on the link below for a demonstration video on how to register your account on your 365online profile.

    Watch video: how to register your account on your 365 profile

    List of deposit accounts you can withdraw money from online or by phone:

    Account Name Notice Period Required for Withdrawal
    Regular Saver accounts
    MortgageSaver None - you can withdraw your money on demand
    GoalSaver None - you can withdraw your money on demand
    Regular Saver None - you can withdraw your money on demand
    365 Monthly Saver* None - you can now withdraw your money on demand
    Custom Saver* None - you can now withdraw your money on demand
    Demand accounts
    Variable Rate Call account None - you can withdraw your money on demand
    Childsave None - you can withdraw your money on demand
    Notice Accounts
    365 31 Day Notice 31 calendar days
    31-Day Set Notice Account 31 calendar days
    60-Day Set Notice Account 60 calendar days
    90-Day Set Notice Account 90 calendar days

    *In normal circumstances, a 7 day notice period is required before you can withdraw your money. This requirement is being waived until further notice.

  • Life Insurance, Pension & Investments and General Insurance

    Our Customer Service team is here to help! However, due to Covid 19 most of our colleagues are now working from home and some of our phone lines may not be open at present. To provide you with the best possible service, we have outlined the ways you can contact our teams at this time.

    For information on:

    The phone lines above are currently open from 10am to 4pm Monday to Friday, excluding public holidays. You can however email us at any time at the email addresses provided, and we will be in touch as quickly as possible. When emailing us, please include your full name, contact details and policy number (if applicable) with your query. Alternatively, you can contact your Wealth Manager who will be happy to help.

    We look forward to helping you.

    Further flexible options for you

    We want to assure our customers that we will do all we can to support you at this time. Most of our products offer flexibility if you need support over the coming months. Please contact your Wealth Manager who will be happy to take you through the options available to you. Or if you have any queries, please call us on 01-523 9813 or email us on info@bankofirelandlife.ie and we will be happy to help you.

Stay informed, Stay well

The need for advice and being kept informed has never been as great. We’d like to be able to share news about services, products and offers that we believe may be of interest to you from Bank of Ireland Group as well as from specially selected trusted partners.

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