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Coronavirus information (COVID19)

Last update: 19-11-2020

We are committed to stay by your side in this current situation. We are doing everything possible to keep our clients and employees healthy and safe as well as to ensure smooth banking servicing.

As you know the coronavirus (Covid-19) is continuing to spread into more and more countries around the world. At ING, we are following the guidance and measures provided by the relevant authorities.

Here you can find the answers to the main questions you might have in this period as well as some useful information.

Your daily purchases

  • Avoid using paper money and coins.
  • Use your payment app, ING Digicash, and your cards instead.
  • Contactless payments (without PIN code) are for the moment possible till 50€ in Luxembourg!

Your Visa card

The cancellation conditions provide for reimbursement in the case of:

  • Sickness (if you are infected by the coronavirus): A medical certificate must be obtained before your departure or flight
  • Death (of one of your family members)

However, you will not be entitled to compensation if you cancel your trip to avoid becoming infected by the coronavirus.
The "contact case" is not covered, i.e. an insured who is banned from leaving the country to travel because he or she has been in contact with a COVID-positive person will not be covered in the event of a trip cancellation.
 If the cancellation is due to a government or state restriction (e.g. border closures), there is also no compensation possible.

Begin by contacting the vendor to find a solution. Indeed, many vendors are pro-actively proposing alternative solutions (for example by postponing your trip to a later date or by issuing a voucher).

Yes, if you’re infected by the coronavirus.

For any questions concerning assistance or repatriation during a trip abroad, please visit the dedicated Europ Assistance Page:

In an emergency requiring immediate assistance, you can also call Europ Assistance directly on +352 44 99 25 75.

If your stay abroad must be extended if you are placed in quarantine, no extension will be covered on these grounds.

Our services

Log in and do your transactions when and where you want.

  • My ING, the online banking solution for individuals
  • My ING Pro, the online banking solution for business

Frequently asked questions

For support on online banking, information on our products and our services or any other question, your Contact Center is available from Monday to Friday, 08.00 am to 06.00 pm.

Frequently asked questions

In your ING branch

Health measures to follow in ING branches from Monday April 20:

  • Respect the security distance of 2 metres between yourself and any other person in the branch.
  • Wear a mouth covering, as the government has made wearing a mask obligatory in places where the security distance cannot be guaranteed. 

5 security rules for digital communications with ING

1. We will never ask you for your access codes by SMS, email or other 2. Always connect via '' 3. Be wary of any email attachments 4. Keep your software up to date 5. Contact us in case of doubt


Your ING team

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