8 April 2020
Coronavirus: latest updates
We are currently giving our fullest attention to the current spread of coronavirus and its potential consequences for our customers. ING is closely monitoring the situation and taking all necessary measures to safeguard health and safety. At the same time, we are doing all we can to ensure the continuity of our service for you, our customer.
Be sure to visit this page regularly for updates on the various measures put in place by ING Belgium.
Exceptional measures in support of our business and private individual customers
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.
Frequently asked questions of our private individual and business clients:
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.
Despite these exceptional circumstances the bank, we go the extra mile to be able to continue to secure a functioning service to our customers. The health and safety of our customers and employees are an absolute priority. We have therefore implemented the following measures as of Thursday 19 March:
- Approximately 300 branches remain open.
- They are accessible on weekdays between 9 a.m. and 12 noon - by appointment only (by phone). Services are limited to strictly necessary, critical banking operations, such as transfers exceeding digital banking limits.
- Additional security measures are taken at the branches:
- A maximum of one client will be admitted at a time.
- You want to withdraw money from the ATMs outside the branches? We ask you to respect the 'social distancing' rule of 1.5 m with other customers at all times.
- You want to withdraw money from Self’Bank terminals located inside a branch? We strongly recommend to limit the presence inside this area at any time to maximum two persons and keep the recommended distance of 1.5 m.
We will continue to receive all post, even at branches which are currently closed. However, please bear in mind that processing may take a little longer than normal.
You can continue to do your banking via our online services and mobile apps whenever you wish.
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.
- ING Lion Assistance is a form of travel insurance and not cancellation insurance.
- The cancellation insurance that comes with the ING Mastercard Gold credit card only covers the following:
- Illness, accident, death
- Serious material damage to your property
- Theft of travel documents
Anyone infected with the Coronavirus is therefore covered with respect to the costs incurred due to cancelling a trip.
What is not covered:
- Cancellation as a result of the destination being affected by the coronavirus
- Cancellation as a result of negative travel advice or restrictions applied by the Belgian or local authorities.
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.
- 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.
We meticulously follow the directives of the Federal Department of Public Health and in particular those related to basic hygiene.
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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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.