COVID-19 Cocooning and Self Isolation

UK customers click here.

Bank of Ireland has a range of supports for customers who are cocooning or in self isolation and their carers.

• Online, Mobile and 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.

• Priority Branch Hours

  We have 161 branches open, nationwide, offering older customers, carers and people representing customers who are cocooning a priority service from 10 am and 11 am, Monday to Friday, until further notice. This helps them avoid busier and more crowded periods.

• Dedicated Phone Line

  Customers over 65, carers and those representing customers cocooning who are unable to come into a branch can call a dedicated helpline: 1800 946 146 (9:30 am - 4:30 pm Mon-Fri).

• Cash Withdrawals/Lodgements

  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.

  The most the authorised person can withdraw in one day is €250; and over a 7 day period is €500. This authority is valid up to July 20th 2020, however you can remove it at any stage by contacting 1800 946 146

  Authorisation is subject to approval.

• Standing Orders and 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.

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

  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 for support with standing orders and direct debits.

  Please note that Standing Orders for loan payments cannot be cancelled.

  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).

  NOTE: If you avail of other supports with us to help you manage your personal loan repayments, this will be treated as forbearance (i.e. a special arrangement) and it will be recorded under your credit records with the Central Credit Register.

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

• Visa Card Activations

  Customers cocooning or in self isolation can activate their new Visa Debit Card through Direct Banking by calling 081 836 5365. This will activate the card for online purchases only. This means you do not need to leave your home to activate your card.

• Statement Ordering and Fair Deal Scheme

  If you are unable to attend a branch due to self-isolation Bank of Ireland will now provide a statement issuing service to Over 65s during the Covid-19 crisis. Customers who need access to an up to date bank statement can instead call Freephone 1800 946 146 and the our specialist Vulnerable Customer Unit will print/issue a statement to your home address every 2 weeks for the next 8 weeks (4 statements) to ensure you can stay on top of your financial wellbeing.

  In addition if you are a customer in need of bank statements so that you can continue with an application for the Fair Deal Nursing home support scheme then please contact us on Freephone 1800 946 146 and we can organise these for you.

Cocooning during COVID-19: A guide to help you manage your money – Download now

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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