My News

23 October 2020

Coronavirus: latest updates

Dear Customer, The consequences of the corona crisis for you, our employees and our society will continue to receive our full attention. The health and safety of our customers and our employees is therefore still our top priority.

At the same time, we want to continue to support and guide you in this uncertain time. You can count on us to provide you with solutions and answers adapted to your needs, because this is the time to see everything more clearly.

You can also manage your daily banking affairs at home easily and securely via the ING Smart Banking app or via Home'Bank.

On this page you will find regularly updated information about the specific measures taken by ING in the context of the corona crisis.

New info:

Frequently asked questions of our private individual and business clients:

General questions

Despite these exceptional circumstances, we go the extra mile to be able to continue to secure a functioning service to our customers. Take a look at our Branch finder to find one of our 450 open location in your area.

Important to know if you want to come to a branch

  • Our colleagues will welcome you in the branches on weekdays from 9 a.m. to 12.30 p.m. and from 1.30 p.m. to 4.30 p.m. Make sure you make an appointment prior to your branch visit.
  • We kindly ask that you only make an appointment at one of our branches for essential and strictly necessary transactions or to send amounts above the limits of our app or online services.
  • For all other matters, you can call us on +32 2 464 60 04 Monday to Friday from 8 a.m. to 10 p.m. and Saturdays from 9 a.m. to 5 p.m. or via our social networks on Facebook and Twitter. Digital and remote banking remains the norm due to the presence of the coronavirus. 

We want everyone to be safe and comfortable while banking, and so we’ll be continuing many of the measures put into place to keep everyone healthy. Many thanks for respecting the following safety rules:

  • Respect basic hygiene rules
  • Wear a face mask whenever you visit a branch or use a Self'Bank terminal
  • Please come to your appointment by yourself. If someone else needs to be present as well, please let your banker know in advance.
  • Keep a minimum distance of 1.5 metres from other customers
  • No more than 2 people per Self'Bank terminal

We will continue to pick up post from branches which remain closed, but please be aware that the processing time will be longer than normal. Thanks for your understanding. 

Deferment of payments and support measures
Travel insurance

Do you have any other questions? Do not hesitate to contact us by calling +32 2 464 60 04 Monday to Friday from 8 a.m. to 10 p.m. and Saturdays from 9 a.m. to 5 p.m. or via our social networks on Facebook and Twitter.

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ING stays at your side in these difficult times. We are doing everything we can to process the number of payment deferral requests as quickly as possible. Together with the other banks, we've already processed more than 248,000 deferred payment requests in the past three weeks (source: Febelfin (FR)). And we continue to process thousands of applications with a great deal of attention. 

  • Anyone who has submitted their application before 25/6 and meets all the conditions can rest assured: the postponement of payment will apply as from July. If you still need to submit documents, don't wait any longer. We will then try to process your application on time.
  • If you submitted your application later (and you meet all the conditions), the postponement will take effect on the next due date after July.
  • If you do not meet the conditions, you may not be eligible for the postponement of payment as agreed between the government and the banks. However, we will do everything in our power to find a suitable solution together. You do not have to do anything yourself. Our colleagues will contact you very soon to look at the possibilities together. 

What is ING doing to mitigate the social impact of the coronavirus?

The coronavirus crisis is not only an economic blow for individuals and companies, it is also a humanitarian crisis. Discover how ING and its employees are helping to make a difference in the following ways:

  1.  Donation of 500,000 euros to a healthcare fund
  2. Volunteer work: from food assistance to sewing face masks
  3. Laptops and IT equipment for care institutions and vulnerable youth
  4. Beyond Belgium as well

Do you want to know more. Discover the actions here.

Develop the right reflexes against online fraud

The current situation is leading to a massive use of digital communication. Fraudsters will try to take advantage of this. Check our experts’ recommendations to protect yourself against online fraud.