COVID-19 Personal Banking Support

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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 you are affected by COVID-19 and you are concerned about making your mortgage repayments, we can offer you a break in your repayments for three months.

    • Click for more information and to apply for a 3-month mortgage payment break.
    • Click to find out more about mortgage flexible options.
    • Phone us on 01 611 3333 (our lines are open 9am-5pm, Monday to Friday).
    • Alternatively, text the word mortgage to 50365 and we will text you back the mortgage payment break link.
  • Personal loan payment break

    If you are affected by COVID-19 and you are concerned about making loan payments, we can offer loan payment breaks of up to 3 months.

    You can request a payment break for a personal loan by calling 1850 222 200 or 01 488 2019 (our lines are open 9am-5pm, Monday to Friday).

  • Cocooning and Self-Isolation Supports

    We understand that this is a challenging time for you and your loved ones and that it is essential you can pay for your day-to-day necessities. In order to support you during periods of self-isolation, we have a simplified way for you to access cash by authorising a family member or friend to give instructions on your account on your behalf.

    • We are giving customers the option to add an additional signatory to their account on a temporary basis. Authority can be given to a trusted close family member, friend or neighbour.
    • Our customer’s safety and security is paramount and this is why we will need the nominated person to provide identification and address verification along with the completed form.
    • Please complete the attached form. Your authorised person can bring this completed form into one of our 161 Bank of Ireland branches nationwide which are open and operating as normal
    • By signing this form, the account holder agrees that the authorised person may complete any of the following actions:
      1. Pay sums into the account
      2. Withdraw money from the account to enable them to buy food, medicine or other necessities for you, or to pay for goods and services that will improve your quality of life while you are in self-isolation or confined.
  • Hire purchase & lease agreement payment breaks

    If your income is affected by COVID-19 and you are concerned about making your repayments on your finance agreement, we can offer finance payment breaks of up to 3 months.

    You can request a payment break for a hire purchase or lease by emailing bif.credit@boi.com or, calling 1850 812 080 and choosing option 3 (our lines are open 9am-5pm, Monday to Friday).

  • 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 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.

    • To find out more and register for 365online, please please click here.
    • To find out more and get set up with phone banking, 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

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

    If you are a 365online customer, you can change or cancel your standing orders in the Manage Accounts section of 365online. Find out more here.

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

    Using the mobile app, you can cancel a direct debit or standing order.

    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.

    For more information about cancelling standing orders and direct debits, click here.

  • 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 Notice period required for withdrawal?
    MortgageSaver None - funds can be accessed on demand
    GoalSaver None - funds can be accessed on demand
    Regular Saver None - funds can be accessed on demand
    Variable Rate Call account None - funds can be accessed on demand
    Childsave None - funds can be accessed on demand
    365 Monthly Saver 7 calendar days
    365 31-Day Notice 31 calendar days
    CustomSaver 7 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
  • Life Insurance, Pensions & Investments

    To provide the best service to you over the coming weeks we are asking our customers to email us with their queries and we will answer you as quickly as possible.

    We will continue to provide updates as things change.

    We’re here to help you.

    If you have a general query, please email us on info@bankofirelandlife.ie. Please include your full name, contact details and policy number (if applicable) with your query.

    For queries on your policy with us, please email:

    Your Life Insurance and Investments queries to: Info@bankofirelandlife.ie

    Your Pension queries before retirement to: pension@bankofirelandlife.ie

    Your Pension queries post retirement to: retirement@newireland.ie

    In the event of a life assurance or serious illness claim: claim@bankofirelandlife

    If you would like advice on your policy, please let us know by email info@bankofirelandlife.ie and we will be happy to arrange this for 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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