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I'm worried about Coronavirus

An update on coronavirus from the NatWest Group

We understand that these are uncertain times, and many of you may be worried. If you’re concerned about being affected financially or being unable to get to the branch due to coronavirus, we’re here to help. You can find further support on our personal (opens in a new window) and business (opens in a new window) pages.

I have had to self-isolate or am worried about visiting public places and so can’t get to my branch. How do I do my banking?

Our mobile app and digital banking are available to help you manage your everyday banking needs without having to leave your home. Information on how to sign up and download the app can be found on our ways to bank page (opens in a new window), in our digital hub.

You can also ring our telephony team for if you need help getting set up on 1850 424 365 or +353 1804 7475 from outside Ireland. We’ll be happy to help.

What support do you have in place to support personal customers who maybe impacted by the Coronavirus?

We have put a range of options in place to support our personal customers who may be experiencing financial difficulty as a result of the outbreak of the Coronavirus (COVID-19). Individual customer circumstances will be considered on a case-by-case basis. These measures include:

  • Mortgage and loan repayment deferral for up to 3 months
  • Allowing customers access to fixed term savings accounts early without breakage fee
  • The option to apply for an increase in overdraft and credit card limits
  • Increased cash withdrawal limit
  • Cash advance fees will be waived for impacted customers that use credit cards to access cash in an emergency
  • Advice and support from our Financial Planning Managers for any customer with concerns or questions about how they can protect their finances.

To ask about these and for further information, personal customers can call us on 1850 424 365 or +353 1804 7475 from outside Ireland.

How do I know what times my branch is open?

You can find out if your branch has been affected by coronavirus by searching When are your branches open? (opens in a new window)

ufirst, ufirst gold and ufirst Private customers with travel insurance

Important note: This general advice does not replace the terms and conditions of your Travel Insurance policy and you should read your policy booklet for further information

Where can I find the latest travel guidance from the Department of Foreign Affairs and Trade?

The latest travel guidance can be found here (opens in a new window)

If I book a trip now will I be covered for Coronavirus (COVID-19)?

No, any trips booked, or insurance purchased on or after 18th March 2020 will not be covered for any claim relating to Coronavirus, as this is now a known event.

Can I cancel my holiday if I don’t want to go because of Coronavirus (COVID-19) risks?

You can claim for cancellation of a trip if the FCO advises against all travel to your intended destination, as long as the advice wasn’t in place when you booked the trip or purchased your insurance.

You can also claim for cancellation of a trip if the FCO advises against all but essential travel to your intended destination, as long as you are travelling within 28 days and the advice wasn’t in place when you booked the trip or purchased your insurance.

You can see what date the FCO advice came into force by visiting www.gov.uk/foreign-travel-advice

Where the FCO advice is not in place, there is no cover under your travel insurance, and you should continue to monitor FCO advice and speak to your travel provider.

Can I cancel my trip if I am unable to use my pre-booked accommodation because a country has closed its borders due to Coronavirus (COVID-19)?

You can claim for cancellation of a trip if you are due to travel in the next 28 days and the country you are due to travel to has closed its borders to UK citizens.

Where you are not due to travel in the next 28 days you should continue to monitor FCO advice for your destination and speak to your travel provider.

I have currently only paid the deposit for my holiday. What can I claim if I cancel?

You can claim for the cost of any lost deposits as long as the FCO is advising against travel to your destination, as long as the advice wasn’t in place when you booked the trip or purchased your insurance, and your trip is due to start in the next 28 days.

If your trip isn’t due to start in the next 28 days then there is no cover for cancellation and you should decide if you want to make any balance payments due for your trip, you will only be able to claim cancellation if FCO advice against travel is in place within 28 days before your trip is due to start.

Valid cancellation claims will cover the amount you have paid for the trip, less any refunds you have received and the policy excess.

For any trip, you must first seek a refund from your trip provider

I have a UK trip booked, but my accommodation has been cancelled due to the provider shutting down because of Coronavirus, can I claim cancellation?

Cover for UK trips of 2 or more nights in pre-booked commercially operated accommodation are covered for cancellation where the accommodation is closing due to the coronavirus, you should seek a refund from either your accommodation provider.

We are also extending the advice of the FCO to trips in the UK, based on the government guidance around social distancing, this applies to trips due to the start in the next 28 days. This means that if FCO advice is against all or all but essential travel, we will apply that to UK based trips

For any trip, you must first seek a refund from your trip provider.

Am I covered if I want to come home from a trip because of Coronavirus (COVID-19)?

In the first instance you should speak to your travel provider to arrange any amendment to your trip, including being returned to the UK.

You can claim to return home early from your trip if the FCO advises against all travel or all but essential travel for your destination while you are on your trip.

You can claim to return home early whilst on your trip if your accommodation or the immediate surrounding area is locked down as a result of Coronavirus.

Where FCO advice is already in place when your trip starts, or where the FCO advice is not in place or the local or national authorities confirm it is safe to remain in the area, there is no cover under your travel insurance and you should continue to monitor FCO advice and speak to your travel provider.

Am I covered for additional expenses if I have to quarantine while on a trip but don’t have Coronavirus (COVID-19)?

If you are on a trip and your accommodation is locked down so you can’t return home as planned, your policy will provide you with cover under the ‘cutting short your trip’ section of the policy for reasonable additional accommodation and transport. There is no cover for food.

Am I covered for medical expenses if I catch the Coronavirus (COVID-19) while on holiday?

As long as your insurance was in place, you booked your trip before 18th March 2020, you are not travelling against doctor’s advice and are not travelling to an area where the FCO has advised against all travel, then you will be covered for medical and reasonable additional travel expenses that you may incur as a result of becoming ill.

If the FCO advice changes while you are on your trip, you will still be covered if you need to claim for medical expenses.

Am I covered if the country I am due to travel to changes its entry and visa requirements?

There is no cover under your travel insurance where you are refused entry to your destination because you do not have the correct visa or passport.

You should speak to your travel provider as they may be able to help you, and you should continue to monitor the FCO advice: www.gov.uk/foreign-travel-advice

I booked a holiday before the 18th March when no travel guidance was in place. My Tour operator has offered to re-schedule my holiday later in the year. Will I remain covered for Coronavirus cancellations?

Yes. As long as your initial booking was pre-18th March and when no FCO Travel Guidance was in place, your trip will remain covered even if it is postponed to a later date.

My Tour Operator has offered me a travel voucher / credit to re-book my holiday for a later date. If I decline this, will I be able to claim on travel Insurance?

No there is no cover under your travel insurance. If you have been offered an alternative to a refund then you have no further shortfall that is insured. Before you accept any vouchers, you should seek advice as to your options and speak to your tour operator.

I booked my trip before 18th March when no travel guidance was in place, but I now need to purchase an age or medical upgrade. Will I be covered?

If you are purchasing a Medical Upgrade

As long as your trip was booked before 18th March you will be covered for any medical claims relating to your condition, including medical-related cancellations due to Coronavirus where the condition is newly diagnosed. If you had the medical condition when you booked your trip before 18th March but did not declare it, there is no cover for medical related cancellations due to Coronavirus.

If your trip was booked after 18th March, you will be covered for medical claims relating to your condition but you will not be covered if you have to cancel your trip due to Coronavirus linked to your condition

If you are purchasing an Age Upgrade

If you booked a trip before 18th March whilst you were under 70, and are now buying an age extension because you are turning 70, you will be covered for Coronavirus disruption

If you booked a trip before 18th March whilst you were over 70, and are now buying an age extension, you will not be covered for coronavirus disruption

If you have an age extension but booked your trip after 18th March, you will not be covered for Coronavirus disruption.

Commercial Banking Customers

What support are you able to offer to business customers who may be struggling financially?

As the impact of the Coronavirus outbreak begins to directly impact more businesses, we have announced a €500m Working Capital Support fund for SMEs across Ireland.

We recognise the importance of supporting businesses through this period, as well as ongoing practical advice. We also understand that it’s not just business customers that may feel short term disruption to their finances as a result of this outbreak and are committed to helping our personal customers through this period too.

The €500m fund will provide real, tangible help for SMEs as they adapt to the rapidly evolving impacts of the Coronavirus on the economy. With some businesses reporting falling demand, increasing costs and supply chain disruption, the package of support will help across all sectors and where there is the greatest disruption and need. The SME support includes the following:

  • €500m of Working Capital Support focused on meeting the needs of SMEs.
  • Temporary emergency loans with no arrangement fees.
  • Capital Repayment Holiday on variable rate lending or a realignment of payments for customers who are seeing short term liquidity pressures.
  • Short term overdrafts or an increase/ extension of existing overdraft facilities.
  • Ulster Bank’s team of Relationship Managers are proactively speaking to business customers offering help and support as they form their plans to mitigate the impact of Coronavirus.
  • Specific sectoral insight and advice from dedicated Sector Banker specialists.

If you would like to discuss any proposed application for credit. Please contact your Business Team or Relationship Manager then call: 1850 211 690 or visit our Ulster Bank website here (opens in a new window)

To ask about these and for further information, business customers should call their Relationship Managers.

My supply chain and/or cash flow has been impacted. What help are you able to offer?

Our nationwide network of dedicated Relationship Managers is on hand to help our customers. As part of the support package noted above that we’re providing, we have teams ready to help our customers manage delay and disruption to their supply chains. Possible solutions include;

  •  Asset finance solutions could help your business by providing tailored funding solutions so your business can release working capital.
  • Trade finance Instruments; these provide credit lines for the issuance of Guarantees and Letters of Credit which may be required by new suppliers or as an alternative to advance payments.

What are your plans to ensure continuity of supply?

We are monitoring the potential impact of coronavirus for our customers, colleagues and stakeholders to ensure we can support them appropriately through any period of disruption.

We have a strong track record in working with our customers who are affected by disruption outside their control. We have operational resilience plans in place that reflect guidance from Public Health Authorities to ensure we can continue to serve our customers.

If you have any other Coronavirus queries please visit our dedicated page