EBS COVID-19 Updates & FAQ

COVID-19 FAQ

We have some FAQs to help you through uncertain times. These will be updated regularly with the latest information and guidance.

 


Office Updates

With the welfare of our customers and our staff a primary concern, we have implemented the following procedures into our offices around the country.

  • To maintain social distancing we are limiting the number of customers who can come in to our offices at any one time. This may result in some customers having to wait outside for a while. As a reminder, many of our banking services are available online or through our direct service team.
  • We have introduced priority banking hours for our elderly and vulnerable customers from 10:00am to 11:00am each day, Monday to Friday. We ask our other customers to plan their visits outside of these times.
  • Should you feel unwell, with your health and the health of our staff and customers in mind, we ask that you refrain from visiting the office and instead get in touch with us via ebs.ie or over the phone.
  • EBS is implementing amended opening hours across its Network. Offices will open to the public each weekday from 10am – 4pm. This is in order to limit exposure for customers and for staff to the COVID-19 virus by providing sufficient time to have locations more thoroughly cleaned. Our regular opening hours will resume once the situation has returned to normal. 
  • In line with HSE and Government guidelines on social distancing and for the safety of our staff, we have temporarily reduced the number of customer service advisors in our Contact Centre. This will result in a change to our hours of operation to 9am to 5pm Monday to Friday. We appreciate your patience and support during this time.
  • Our IFSC and Maynooth Offices will be returning to standard operation as of Monday 29th June. These offices will be open from 10:00am to 4:00pm, Monday to Friday.

Call Centre Updates

Customers may experience a delay in being able to reach one of our advisors over the phone due to the volume of calls being received and number of customers we are currently helping due to COVID-19. We apologise should you experience this. If your query is non-urgent or where you are having difficulty getting through, you can request a call back from your local office here, email us directly at info@mail.ebs.ie or get in touch with us via private message on Facebook. Thank you for your patience and understanding during this time. 

 

We thank you in advance for supporting these initiatives to protect one another.
 

Deposits Updates

Refunding Unpaid Charges for March and April

EBS is refunding any unpaid charges during the months of March and April 2020 on EBS MoneyManager and EBS Instant Access accounts.

Usually, €6.35 is charged for direct debits and €4.44 is charged for cheques, which cannot be paid due to insufficient funds in a customer’s account. However, in order to give our customers impacted by Covid-19 time to make alternative arrangements with the originators of direct debits (e.g. utility companies, suppliers etc.), and/or to apply for a payment holiday on their mortgage, we will refund these charges for March and April 2020.

The refunds will commence on 27th April 2020 and will continue to be applied until the end of April. Customers do not need to take any action to receive this refund as it will be applied to their account automatically.

Insurance Updates

I’m worried about my insurance payments, what do I do?

We know that many of you are worried about being financially impacted by COVID-19. The EBS and Allianz aim is to continue to support you fairly and flexibly through this situation and we encourage you to contact us if you need advice or support.

If you are worried about your insurance payments, please call Allianz on 01-6133909 and they will be happy to assist you (Monday to Friday from 9 am – 5pm (excl. Bank Holidays).

We appreciate that some of you may be unable to get in touch with Allianz in advance of your policy renewal. Please be assured that should this happen, Allianz are happy to allow customers up to 28 days after the renewal date to arrange a payment.

Please click here for more information about how EBS & Allianz are supporting you through this period.

EBS Home Insurance is brought to you by EBS d.a.c. and is solely underwritten by Allianz p.l.c. Allianz p.l.c is regulated by the Central Bank of Ireland.