26 June 2020
Coronavirus: latest updates
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.
Frequently asked questions of our private individual and business clients:
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 430 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.
- Note that you are only allowed to go to the branch for strictly necessary, critical transactions such as transfers that exceed the limit of digital banking.
- 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 (mandatory)
- Come alone to your appointment
- Keep a minimum distance of 1.5 metres from other customers
- 2 people maximum in Self’Bank
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.
Contactless payments are fast, easy and secure. And above all, they are the most hygienic way of paying for your purchases, since you don’t have to touch the keypad as much or at all. That is why we and the other banks have decided to increase the limits for contactless card payments without PIN. The new limits will come into force from 14 April.
The current limit of 25 euros per contactless card payment will be increased to 50 euros. That means that for purchases of 50 euros or less, you no longer have to enter your PIN to confirm.
The same goes for the limit of consecutive contactless card payments without PIN. The current cumulative limit of 50 euros will be increased to 100 euros.
The payment terminals that are still active today – within the current quarantine measures – will be gradually updated with the new limits from 14 April.
Not sure how contactless payments work? Watch the short instructional video by Febelfin, the Belgian banking federation.
You can continue to do your banking via our online services and mobile apps whenever you wish.
We describe below how to make this telephone call so that we can assist you in complete security. These additional measures are necessary to be able to advise you and are also a legal obligation to protect you as our customer.
For your investments:
- Identify yourself.
- Enter your Phone’Bank code. To create your Phone’Bank code, in the ING Smart’Banking or Home’Bank app, go to ‘My Settings’ > ‘Security’ > ‘Change or create a Phone’Bank code’.
- Keep your bank card to hand so that you can give out your ING ID.
- Talk to your bank agent as you would in the branch. Only one thing changes: the telephone conversation will be recorded as required by law.
- You will receive the documents relating to your telephone conversation afterwards by email or by post (exceptionally).
For your car, home and family insurance:
- Call your ING bank agent on his or her fixed line.
- He/she will ask you a number of questions in order to verify your identity.
- This will be followed by questions about your wishes and needs in terms of car, home and/or family insurance.
- Talk to your bank agent as you would in the branch. Only one thing changes: the telephone conversation will be recorded as required by law. However, you have the right to refuse to allow this conversation to be recorded.
- You will receive the documents relating to your telephone conversation afterwards by email or by post.
- Contact the merchant or provider first to find a solution. Most retailers will propose alternative solutions themselves proactively (e.g. in the form of an alternative delivery date or gift voucher).
- If the merchant does not propose a solution, you can make use of the Visa or Mastercard claims procedure. Visit www.macarte.be for more info and to make a claim. Each request will be evaluated separately in accordance with Visa or Mastercard’s terms and conditions.
Deferment of payments and support measures
On 20 May the government announced it would support private individuals experiencing financial difficulty due to the coronavirus crisis. As a result customers can request a personal loan repayment deferral or the extension of their debt clearance date by 3 months (with the option of extending a further 3 months). ING will not charge any filing or administration fees for this. These measures have been put in place to help our customers as best we can when necessary.
You will find all the practical details of payment deferral via the links below:
The banks, the National Bank of Belgium and the Minister for Finance announced a series of special support measures on 22 March for private individuals and businesses in financial difficulty as a result of the coronavirus crisis.
In this framework, it is possible to request a deferment of your mortgage or business credit repayments for a period of up to six months. The banks are offering this deferment free of filing fees or administrative charges.
These measures are a result of our commitment to helping our customers who are in need.
You can find all the practical details about the deferment for both private individuals and business customers via the links below:
Do not hesitate to take the necessary time to complete your request and to contact us in order to discuss your personal situation together.
Three possible scenarios
1. You do have a mortgage loan with ING:
You can now also apply for a payment deferral of your ING Outstanding Balance Insurance and/or ING Home Insurance premiums. You can do this together with your mortgage loan application via the online form. Do you want to know more about the criteria? Read the deferment of mortgage repayments charter.
2. You don't have a mortgage loan with ING:
Ask the financial institution of your mortgage loan if you are entitled to defer premium payments for your mortgage loan. If you are entitled to defer premium payments for your mortgage loan, please send the approval of your financial institution to our insurer NN with “Corona" in the subject of the email. This email should be sent to …
- for ING Home & Family Insurance (policy number starts with a 2): email@example.com
- for ING Family and Home Blanket Insurance (policy number starts with a 7): firstname.lastname@example.org
3. You do not have a mortgage loan with ING or any other financial institution:
Unfortunately, you are not eligible to apply for a deferral of payment for your outstanding balance or home insurance.
How does it work:
- ING Outstanding Balance Insurance: you must repay the premiums of the deferred outstanding balance insurance within the same number of months that deferral was requested. Example: if you requested a postponement of 4 months until October, you will receive a repayment plan spreading the premiums over November, December, January and February.
- ING Home Insurance: You must repay the premiums of the deferred home insurance no later than the day after the end of the deferral period.
In order to give companies the best chances of recovering good financial health after the crisis and the lockdown that is a consequence of it, the Belgian government and the banking sector have also agreed on a large-scale public guarantee programme of 50 billion euros for new loans to sole traders, companies, hospitals and legal entities in the non-profit sector. (see Royal Decree of 15 April 2020).
No doubt you have noticed that the coronavirus crisis has resulted in a reduction in the value of your pension savings fund*. And we understand this may be a cause for concern. Which is why we have compiled a number of answers to frequently asked questions on this topic. Be sure to take a look.
The coronavirus along with a sharp drop in oil prices have resulted in market corrections of up to 25%. Star Fund (down 18% from mid-February) and investment companies with variable capital (SICAV/BEVEK) are also not immune to the current volatility. There is a clear atmosphere of panic and mention has been made of a possible recession. In response, central banks and governments are taking steps to support the economy. Among other things by guaranteeing liquidity to minimise the risk of default and stabilise the financial system. Past experience of similar crises suggests that the markets will recover over the medium term. Indeed, this appears to be the case in China where share prices have already partially recovered from initial losses.
You can find more information on stand-alone travel assistance and travel cancellation insurance products here.
The cancellation insurance provided by default with VISA Gold and Mastercard Gold credit cards generally covers a cancellation before departure for the trip in the following cases:
- In the event of serious damage to your property
- Theft of travel documents
This insurance therefore does not cover a cancellation request:
- When you no longer wish to travel from the fact that the destination is infected with Coronavirus (guarantee not covered).
- When the Belgian authorities issue a negative advice to travel abroad or to the country of destination for the planned travel dates, the country of destination is closed or there is a ban on entering the territory, even when an event subsequent to these measures (for example an illness) prevents you from traveling.
You can find more detailed information here
If you need assistance or repatriation while outside Belgium, visit our webpage for information on how to make a claim. In case of an emergency requiring immediate assistance, you can also call the ING Assist’Line on +32 2 550 06 00.
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 25/5 and meets all the conditions can rest assured: the postponement of payment will apply as from June. 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 June.
- 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:
- Donation of 500,000 euros to a healthcare fund
- Volunteer work: from food assistance to sewing face masks
- Laptops and IT equipment for care institutions and vulnerable youth
- 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.