Coronavirus Update

Q. I need to provide Centrelink with proof of my bank account, how can I get this?

A. You can access statements online or via the mobile app for the following products:

Business Optimiser, Business Term Deposit & Personal Term Deposit statements are only available by calling our Contact Centre and requesting a reprint of the last issued or an interim which can be produced up until the day prior to your request.

Q. How do I cancel a Direct Debit?

A. You can cancel a direct debit by calling the Contact Centre.
We also recommend contacting the merchant to make sure it's cancelled from their end to avoid any fees under the agreement you have with them.

Q. What are the Pay Anyone limits?

A. The Pay Anyone daily limit refers to the maximum amount you can transfer via a Pay Anyone.
The standard limit is $5,000. If you require a higher limit or need a one-off transfer of a larger amount (up to $20,000), you can do this via online banking, the mobile app or please call us on 133 464. Please note we can only organise higher limits on Orange Everyday accounts. If you'd prefer a lower limit, you can also move it down.

You can change your daily limit by following the steps below:

Q. Can I get my money back for travel that I've had to cancel?

A. The first steps would be to refer to the terms and conditions of your purchase and contact the merchant directly to discuss refunds due to cancellations or change of plans due to COVID-19.

If you used your ING card to pay for your travel and the payment is in dispute, ING can assist. ING will require evidence that you have attempted to resolve the dispute with the merchant prior to contacting us, and that it has been unsuccessful.

Q. Are my savings safe?

A. Yes, ING is regulated by the Australian Prudential Regulation Authority (APRA) and is in a strong position to assist customers through these uncertain times. In the same way as other Australian banks, combined deposits with ING of up to $250,000 per account holder are protected by the Australian Government under the Financial Claims Scheme. For more information visit APRA's website at https://apra.gov.au/

Q. Will I still get rebates on ATMs and ING International transaction fees rebated?

A. The Orange everyday rebates benefits will still apply when customers deposit $1,000+ from an external source to any personal ING account in their name (excluding Living Super and Orange One) and make 5 or more settled (not pending) eligible ING card purchases each month.

When the criteria is met in a calendar month, the benefits will apply in the next calendar month.

Please see https://www.ing.com.au/everyday-banking.html for full information about the Orange Everyday rebate offers.

Q. I’ve lost my job and need to access my money now, can I close my Term Deposit early (For Business Term Deposits & Personal Term Deposits)?

A. To support our customers who have suffered a loss of income or employment due to COVID-19, you can contact us to request access to funds in your Term Deposit account. Please contact us on 133 464 - 24 hours, 7 days a week.

Q. I'm experiencing financial difficulty with my ING Home Loan, what can I do?

A. Before applying for financial support and depending on which type of loan you currently hold, there are a few options which may be available to you, like:

If you'd like to discuss your options we’re here to support you and our Lending Specialists are available to chat on 133 464 available 8am - 8pm, 7 days a week.

Alternatively, you can message us via logging into online banking or the ING app.

We understand that the impact of the pandemic has been something none of us expected, so if the above options don't suit your needs we may have some other options.

In order to assess what other options may be available we’re going to need a little more information from you, so we’ll need you to complete our online Financial Support form.

You can apply for financial support here. Once we've received your application we will review your situation and complete an assessment before calling to discuss the options that may best suit your needs.

It should take approximately 15mins to complete. Please note, we will need details of your income, expenses, assets and liabilities along with those of your joint account holders, so please have them handy before starting the form.

Q. What is a payment pause?

A. A payment pause means you will not be required to make any repayments during the payment pause period, however interest and fees will continue to accrue on your loan. This means at the end of the payment pause period, your loan balance will be higher, and your minimum repayments will increase so that your loan can still be paid within your loan term. If you have funds available in redraw, we will hold an amount equal to your total minimum repayments from the date we activate or extend the payment pause to the end of the requested period and you cannot access these “held” funds until after the payment pause period.

For variable home loans, if you feel you may need some or all of the funds in your redraw during your payment pause period you may want to withdraw funds before making a payment pause request. You can withdraw funds from your redraw using the ING app or internet banking.

For fixed rate home loans, as per usual, any redraw balance or advanced funds cannot be accessed during the payment pause period or at any time during the fixed rate period. Redrawing additional payments or advanced funds are not features of our fixed rate home loans. Please note, that break costs may be payable if at any time before the fixed term expires, you pay out your home loan or you make additional payments of $10,000 or more in an anniversary year.

If this is an option you'd like to explore click here to complete this form, and after completing an assessment our team will be in touch to discuss the options available to you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities along with those of your joint account holders, so please have them handy before starting the form.

Q. What is a repayment reduction?

A. If this is an option you are considering, it means you are paying less than your minimum repayment; your loan will operate as normal with access to any redraw you may have available, subject to the terms and conditions of your loan (not available to Fixed Rate Loans) interest and fees will continue to accrue on your loan.
At the end of the payment reduction period your loan balance will be higher, and your minimum repayments will increase so that your loan can still be paid within your loan term.

If this is an option you'd like to explore click here to complete this form, and after completing an assessment our team will be in touch to discuss the options available to you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities along with those of your joint account holders, so please have them handy before starting the form.

Q. If I apply for Financial Support when will my repayments stop?

If you are seeking support for an ING home loan, and make repayments on that loan by direct debit, we will suspend your direct debit payments from the time your financial support request is lodged, until we are able to get in touch with you to discuss.

If you are charged direct debit fees or late payment fees during this time we will refund you these fees. These fees will be refunded prior to any changes being made to your account.

Please note, ING requires 5 business days' notice to cancel or amend your direct debit, so if your direct debit is due in the 5 business days please call us to cancel the direct debit, and then complete the financial support online form.

Q. My payment is due today/tomorrow, can I still apply for financial support?

A. If your repayment is due soon then please call us on 133 464, we require 5 business days' notice to cancel or amend your direct debit.

Q. I have a joint loan; can I still apply for financial support if only one of us is experiencing financial difficulty?

A. Yes, if you have a joint loan and one of you is experiencing financial difficulty as a result of the COVID-19 virus you can apply for financial support here. When you complete the online form it will ask for your details, along with those of the Joint Account holder.

If you are applying for support on a Joint account please complete details for second applicant where applicable. If you do not have the information available please leave fields blank, but understand that we may request this information at a later date.

If you are giving any information about another person please tell them that you have provided their details to ING. For joint account holders, ING assumes that all financial support request are made jointly, and that all account holders are aware of the request being made.

Q. If I request financial support will my loan term be extended?

A. Each financial support application will be assessed on an individual basis, and depending on the outcome of the credit assessment you may or may not be offered a loan term extension.

However, if you do not require financial support and would like to discuss the possibility of extending your loan term in general, please call one of our Lending Specialists on 133 464 available 8am – 8pm, 7 days a week. Alternatively, you can message us via logging into online banking or the ING app.

Q. If I request financial support will I be charged fees?

A. There is no fee charged for requesting financial support. Fees associated with your ING Home Loan will be charged as usual in accordance with the terms and conditions of your loan. If you are charged Direct Debit fees or Late Payment Fees during the time you’ve requested financial support, once it is processed we will refund you these fees. These fees will be refunded prior to any changes being made to your account.

Q. If I request financial support, what happens if interest rates change?

A. For Variable Rate Home Loans - during this period your interest rate may change.
For Fixed Rate Home Loans – your interest rate is fixed for the fixed interest rate period.

Q. If I request financial support, will this impact my future lending with ING?

A. We may take this into consideration if you choose to take up further lending with ING in the future.

Q. After I've requested financial support, will I still receive letters & calls etc. about my home loan?

A. You will continue to receive letters and communications about your ING accounts as per normal.
If you are on a payment pause; as your payments will stop for a period you will not receive any communications about missed repayments while you are on the payment pause.
If you are on a repayment reduction arrangement; we will only communicate with you about missed payments.

Q. If I have requested financial support, can I make additional repayments?

A.

For variable home loans, you can make additional payments. However, if you are on a payment pause you may not be able to access some or all of these funds from your redraw during the payment pause period, please consider this before making any additional payments into your loan at this time.

For fixed rate home loans, you can make additional payments up to $10,000 in an anniversary year. Break costs may be payable if at any time before the fixed term expires, you pay out your home loan or you make additional payments of $10,000 or more in an anniversary year. As per usual, any redraw balance or advanced funds cannot be accessed during the payment pause period or at any time during the fixed rate period. Redrawing additional payments or advanced funds are not features of our fixed rate home loans.

Q. If I request financial support, will it affect my credit rating?

A. No, as long as you call us before you miss a payment. The financial support options are designed to help our customers through the uncertainty brought about by COVID-19 and will not impact your credit record. So if you are concerned that you may miss a payment due to COVID-19, please speak to us to initiate support early.

Missed payments before requesting financial support are reported to the Credit Bureau as usual and may impact your credit record.

If you miss a payment between the time you request financial support and when your request is actioned we will not report this to the Credit Bureau.

Q. Can someone else request assistance on my behalf?

A. If you're not comfortable speaking to us about this, we can speak to your financial counsellor or authorised representative instead. You'll need to complete the Appointment of Representative form. This gives us their contact details and your authority that they can speak with us on your behalf.
You can find the relevant form to be completed by logging into Online Banking and:
1) Selecting 'My profile'
2) Selecting 'Forms'

Q. If I request financial support, can I make a product switch request or loan variation during the period?

A. No, once your financial support arrangement is in place we will not consider any requests for changes or variations to your loan.
Once we reach the end of the financial support phase with you, normal processes will resume.

Q. Can I cancel my financial support request and revert to repaying my loan as normal?

A. Yes. Please call one of our Lending Specialists on 133 464 available 8am – 8pm, 7 days a week, as soon as possible and we can help out.

Q. If I request financial support, will you communicate with me when it’s coming to an end?

A. The details of your arrangement will be outlined in the confirmation letter we send to you.

Q. What are my options when my request for financial support ends?

A. If you still require financial support we will work with you to find an option that suits your situation. Apply here and fill out our financial support form. After completing an assessment our team will be in touch to discuss the options available to you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities along with those of your joint account holders, so please have them handy before starting the form.

If you no longer require financial support;
- Your repayments will resume as outlined in your confirmation letter.

Did you know you can also manage other options yourself, these include;
Via online banking
- reducing your repayment to the minimum amount;
- accessing funds from your offset account;
- accessing your redraw (where available).
Via our Contact Centre
- apply to switch to a Fixed Rate Loan to give you certainty over your repayment amount;
- accessing redraw for repayments.

Q. I'm experiencing financial difficulty with my ING Personal Loan, what can I do? What options do I have?

A. We’re here to support you and our Lending Specialists are available to chat on 133 464 available 8am - 8pm, 7 days a week to discuss your options.

Alternatively, you can message us via logging into online banking or the ING app.

You can apply for financial support here. Once we've received your application we will review your situation and complete an assessment before calling to discuss the options that may suit you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

Q. What is a payment pause?

A. A payment pause means you will not be required to make any repayments during the payment pause period, however interest and fees will continue to accrue on your loan. This means at the end of the payment pause period, your loan balance will be higher, and your minimum repayments will increase so that your loan can still be paid within your loan term.

You can apply for financial support here . Once we've received your application we will review your situation and complete an assessment before calling to discuss the options that may suit you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

Q. What is a reduction to below my minimum repayment?

A. This is where your repayments are reduced to below the current minimum.

During the below minimum repayment term, your loan will operate as normal and won’t go into arrears as long as the reduced repayments are made on time in line with the arrangement. Interest and fees will continue to accrue on your loan.

At the end of the below minimum repayment period, your loan balance will be higher, and your minimum repayments will increase so that your loan can still be paid within your loan term.

You can apply for financial support here. Once we've received your application we will review your situation and complete an assessment before calling to discuss the options that may suit you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

Q. Can I request further financial support, if I've already had a payment pause or another arrangement?

A. Yes, you can. We'll work with you to go through your options for further financial support – just fill in this form Once we've received your application we will review your situation and complete an assessment before calling to discuss the options that may suit you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

Q. How can I avoid late fees?

A. As long as you repay the minimum repayment amount shown on your loan offer by the due date you can avoid late payment fees.
If you have a payment pause, you don’t need to make any payments for that period and late fees won’t be payable during the period.
If you have reduced your repayments below the minimum, as long as you pay the reduced amounts by the due dates under the arrangement, you won’t be charged any late fees.

Q. Can someone else request assistance on my behalf?

A. If you're not comfortable speaking to us about this, we can speak to your financial counsellor or authorised representative instead. You'll need to complete the Appointment of Representative form. This gives us their contact details and your authority that they can speak with us on your behalf.
You can find the relevant form to be completed by logging into Online Banking and:
Selecting 'My profile'
Selecting 'Forms'

Q. If I request financial support, will this impact my future lending with ING?

A. We may take this into consideration if you choose to take up further lending with ING in the future.

Q. If I request financial support on my ING Personal Loan; will it affect my credit rating?

A. No, as long as you request financial support before you miss a payment. Our financial support arrangements are designed to help our customers and will maintain your credit record. So if you are concerned that you may miss a payment due to COVID-19, please request financial support early.

Payments that are missed before requesting financial support are reported to the Credit Bureau as usual, and may impact your credit rating.

If you miss a payment between the time you request financial support and when your request is actioned we will not report this to the Credit Bureau.

For repayment reduction arrangements; if you miss any of the reduced repayments this may impact your credit rating.

To find out about other repayment options that may be available to you, visit https://www.ing.com.au/help-and-support/tips-hints-guides/financial-hardship.html.

To request financial support, or further financial support if you have an existing arrangement please apply here . Once we’ve received your application we will review your situation and complete an assessment before calling to discuss the options that may suit you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

Q. If I request financial support, will you communicate with me when it’s coming to an end?

A. The details of your arrangement will be outlined in the confirmation letter we send to you.

Q. What are my options when my request for financial support ends?

A.

If you still require financial support;
We will work with you to find an option that suits your situation.
You can apply for financial support here.Once we've received your application we will review your situation and complete an assessment before calling to discuss the options that may suit you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

If you no longer require financial support:
- Your repayments will resume as outlined in your confirmation letter.

Q. I'm experiencing financial difficulty with my credit card, what can I do?

A. We’re here to support you and our Lending Specialists are available to chat on 133 464 available 8am - 8pm, 7 days a week to discuss your options.

Alternatively, you can message us via logging into online banking or the ING app.

You can apply for financial support here. Once we've received your application we will review your situation and complete an assessment before calling to discuss the options that may suit you.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

Q. How does a payment pause work?

A. During a payment pause, credit card repayments are not required. Interest and fees will continue to accrue to your balance, and at the end of the payment pause period your total balance will be higher than it was before the payment pause. This balance is then converted to an instalment plan, and you will then pay that off at the instalment plan variable rate of 9.99% p.a. in accordance with the terms agreed. It is important to note that during the payment pause and instalment plan periods all credit cards linked to the Orange One account will be inactive.

Once the balance has been paid in full or you have paid your instalment plan on time for 6 months, you will need to contact us to request reactivation of your card. This request will be subject to a new assessment and may result in a reduction to the credit limit on your card.

Q. How can I reduce my repayments to the minimum amount payable?

A. The primary card holder can adjust your minimum amount payable via online banking:
1. Log into online banking
2. Click "Accounts"
3. Select the Orange One account
4. Select "More account information" under the card name and balance
5. Click "Edit" next to the Autopay option.
You are able to change your autopay selection up until midnight the business day prior of the "payment due date".

Q. How can I avoid late fees?

A. As long as you repay the minimum amount payable on your statement you can avoid late payment fees. To discuss your situation please call one of our Lending Specialists on 133 464 available 8am – 8pm, 7 days a week.
You will not be charged late payment fees during a payment pause.

Q. Can I make a payment into my Orange One during payment pause?

A.You can make payments into your Orange One credit card during the payment pause period – should you wish to or be able to. This will reduce the overall balance that is converted to an instalment plan at the end of the payment pause period.

Q. What happens to my credit card after I pay off my payment pause instalment plan?

A. Once the balance has been paid in full you will need to contact us to request reactivation of your card. This request will be subject to a new credit assessment and may result in a reduction to the credit limit on your card.
You can request reactivation by speaking with of our Lending Specialists on 133 464 available 8am – 8pm, 7 days a week to discuss your situation.

Q. Can I reduce my credit card limit?

A. Yes, If you want to reduce your credit limit for your Orange One account, login to ing.com.au and go to Manage cards > Decrease credit card limit and follow the prompts to decrease the limit. You can decrease your Orange One credit limit at any time, however:

• It cannot be reduced below the outstanding balance

• It cannot be reduced below the minimum credit limit available for the product

Q. If I request financial support, will this impact my future lending with ING?

A. We may take this into consideration if you choose to take up further lending with ING in the future.

Q. If I request financial support, will it affect my credit rating?

A. No, as long as you call us before you miss a payment. Payment pause is designed to help our customers and will maintain your credit record. So if you are concerned that you may miss a payment due to COVID-19, please speak to us to request financial support early.
Payments that are missed before requesting financial support are reported to the Credit Bureau as usual, and may impact your credit record.

Q. Can someone else request assistance on my behalf?

A. If you're not comfortable speaking to us about this, we can speak to your financial counsellor or authorised representative instead. You'll need to complete the Appointment of Representative form. This gives us their contact details and your authority that they can speak with us on your behalf.

You can find the relevant form to be completed by logging into Online Banking and:
• Selecting 'My profile'
• Selecting 'Forms'

Q. If I request financial support, will you communicate with me when it’s coming to an end?

A. The details of your arrangement will be outlined in the confirmation letter we send to you.

Q.What are my options when my request for financial support ends?

A.

If you still require financial support;
You can apply for financial support here. Once we've received your application we will review your situation and complete a credit assessment before calling to discuss the options that may suit you needs.

It should take approximately 15 mins to complete. Please note, we will need details of your income, expenses, assets and liabilities, so please have them handy before starting the form.

If you no longer require financial support:
- Let your instalment plan commence as outlined in your confirmation letter.
If you do nothing, your instalment plan will commence as outlined in your confirmation letter.

Q. What should I do if I can't pay my insurance premiums during the COVID-19 pandemic?

A. If you are having difficulty paying your insurance premiums, please contact us to discuss your circumstances and what options may be available.

It is important that you contact us as soon as possible because when you miss a payment, this could result in your policy being cancelled and/or a claim being declined/not paid.

If you need support with the cost of an ING insurance excess, please click here

Q. If I have ING Travel Insurance, is my trip covered?

A. It depends on when you purchased your ING Travel Insurance, what type of cover you obtained and under what circumstances you need to make a claim. There are five (05) different types of cover:

There are three (3) Product Disclosure Statements and the one applicable to you is determined by the date you purchased the policy:

1. 1. If you purchased ING Travel insurance on or after 10 November 2020 please refer to this Product Disclosure Statement.
2. 2. If you purchased ING Travel insurance on or after 13 March 2020 and before 10 November 2020, please refer to this Product Disclosure Statement.
3. 3. If you purchased ING Travel insurance before 13 March 2020, please refer to this Product Disclosure Statement.

If you have purchased ING Travel Insurance on or after 13 March 2020 (scenarios 1 and 2 in the above list), please note you are not covered for any claims arising from an epidemic, pandemic or outbreak of an infectious disease, virus or condition, including any claims relating to Coronavirus (COVID-19).

Q. What do I do if I have not departed on my trip?

A. You should contact your travel agent, tour operator or travel provider, to discuss if there are any impacts to your current travel arrangements and what the options are for altering your trip (if required). Some travel providers may allow penalty-free options for amendment and cancellation of existing arrangements, so please contact them first for further details.

If you purchased your ING Travel Insurance policy before 13 March 2020, and your pre-booked travel arrangements have been cancelled, delayed or rescheduled as a result of the Coronavirus, you may be covered for cancellation or rescheduling of your trip.

Before making any changes to your current travel arrangements, you should refer to your PDS for the applicable terms, conditions, limits and exclusions of cover; and contact ING Travel Insurance Claims team on 1800 619 495.

Q. Can I get a refund on my travel insurance cover if my trip is postponed?

A. Please contact the ING Travel Insurance team on 1800 619 495 to discuss your options.

Q. If I'm quarantined, will my policy cover my loss of income?

A. Section I - Loss of Income provides cover for loss of income if you are unable to work due to an injury which you suffered whilst overseas. It doesn’t cover claims arising from an inability to work as a result of an illness or potential illness, such as the current Coronavirus pandemic. Please refer to the Product Disclosure Statement applicable to you (determined by the date you purchased the policy) for information regarding coverage and how to make a claim.

Q. Has ING suspended sales of Travel Insurance?

A. As of 18 March 2020, ING Travel Insurance has not been available for purchase. This decision was made following the Australian Government’s restrictions on domestic and international travel. This means that customers cannot currently purchase new domestic or international ING Travel Insurance policies.

There is currently a ban on most overseas travel destinations from Australia. You can’t leave Australia unless you have an exemption from the Department of Home Affairs, or are travelling to a destination that is exempt from the ban.

The Department of Foreign Affairs Trade’s (DFAT) global travel advice remains at 'Do not travel' due to the health risks from the COVID-19 pandemic and the significant disruptions to global travel. ING and our travel insurance underwriter will review this position as further information becomes available.

Q. How do I make a travel insurance claim?

A. If you need to make a claim, please use our online claims form. Alternatively you can call us on 1800 619 495 within Australia or +61 7 3465 1787 from outside of Australia.

If you have any questions about your existing Travel Insurance policy, you can contact us on 1800 619 495 within Australia or +61 7 3465 1787 from outside of Australia.

Q. Can I buy ING landlord insurance?

A. ING Landlord insurance including the Landlord Optional Covers are available to purchase:

Please refer to the Product Disclosure Statement

Q. How will my roadside assistance change during COVID-19?

A. Our roadside assistance contact centre continues to be available on 1800 370 804 – 24 hours a day, 7 days a week.

In keeping with the social distancing rules enforced by the Australian Government, we have made some changes to the way we will service you. To ensure we are protecting you as well as our contractors, where roadside services are being performed, you will be asked to maintain appropriate social distance around the contractor as they work. In the instance where your vehicle must be towed, you are not able to travel in the tow truck. You will need to arrange your own transport (at your own cost) whilst we transport your vehicle.

Border closures will not impact our ability to deliver roadside assistance. Where towing is required across borders, this will be classified as an essential service and therefore exempt from border closures. Please note that there may be some delays in service close to state borders but we will keep you informed as required.

For full details, please read the Terms and Conditions.

Q. What has changed with minimum pension payment withdrawals?

A. The government reduced the percentage that retirees must withdraw from their superannuation accounts for financial years 2019/2020, 2020/2021, 2021/2022 and 2022/2023. More information is available on both FAQs section and the ATO’s website.