Questions & Answers
We are taking all safety measures required to protect the health of our employees and customers and prevent the spread of COVID-19. We have adapted our daily work by paying special attention to disinfection of our offices and customer service centers, as well as by limiting face-to-face meetings in order to promote social distancing.
To avoid spreading COVID-19 we suggest our customers to use remote services.
Declaring a state of emergency helps governments be better prepared and deal more efficiently with the situation at hand – in this case containing the spread of the virus. We are following all instructions and recommendations to assist in this and to protect or employees and customers while ensuring the continuity of our services.
The situation has no impact on cards or payments. We are asking our customers to use remote services, as we are providing only critical banking services at branches that cannot be provided remotely. These include issuing access to the internet bank, making payments and signing necessary documents. Currently, we provide financial advice on the bank services remotely.
We are advising everyone to follow the recommendations issued by our health authority: wash your hands thoroughly, using soap; maintain a distance 2 meters from people; use disposable tissues; and stay at home if you are sick. To reduce the possibility of the spread of virus, we invite you to minimise the use of cash and to use your payment card for payments instead, especially the contactless payment function. If you are using cash and ATMs, we recommend you disinfect or wash your hands afterwards.
We have adjusted our organisation of work and are utilising remote work options as much as possible. Our CSCs are open, but at them we are only providing services that cannot be provided remotely, and we are urging our customers to use digital services. We will proceed based on how the situation unfolds and in accordance with recommendations and instructions from the relevant authorities. We will keep our customers informed of any updates.
Card and payments services are operating as usual, so there is no need for any special arrangements regarding cash. On the contrary: we recommend using more of our digital services and card payments.
We have increased the number of employees and business hours of our remote customer service channels, however, we ask you to be understanding in a situation, where you have to wait for the connection longer, or where the provision of answer requires more time than usual. We invite everyone to check section frequently asked questions before you call, to find out whether the answer is already available on the website.
We are providing the full range of everyday banking services, but we ask our customers to use remote services as much as possible. Also, some services may take longer than usual. But we are happy to provide a full range of consultations over the phone or on a video call.
Order a new card via the internet bank.
The terms have not been amended. If you have any questions, please refer to the existing terms, which you will find on our website. Please note that the General Exceptions to the Insurance Terms and Conditions (applicable to all risks covered by the Terms and Conditions) state that the Insurer is exempt from the obligation to pay the insurance indemnity if the occurrence of the insured risk is related to an epidemic or pandemic (Section IX, paragraph 2.1 of the Rules).
All our customer service centers are open, but we strongly advise to carefully evaluate the necessity of leaving your home every time and use remote services. We strongly recommend you to use all hygiene recommendations during the visit and keep the distance, as well as take into consideration the fact that, given the emergency situation regulations established in the country, only five customers may be present at the customer service centre at the same time.
Customers, who have been abroad during the last 14 days, are COVID-19 patients or have been in contact with such persons, are prohibited to visit customer service centre in person.
All our customer service centers are open, but we strongly advise to carefully evaluate the necessity of leaving your home every time. If you have decided to come to our customer service center, visit our website or Facebook profile, to find out information about the current working hours and accessibility of services.
Yes. There have been no changes to our ATM working hours. Please bear in mind that ATMs are often located in stores or shopping centres, which may change their own opening hours. Check the opening hours of the store or centre where the ATM is located on their website to make sure there have been no changes.
We are cancelling all meetings that are not crucial for the signing of documents. All advisory meetings will be held via a video call or over the phone. Apply for consultation here.
Please contact us by sending a message via internet bank, if you have any worries regarding payment difficulties. We will look at all cases individually and find the most suitable solution for every customer. More information here.
Please check our Q&A for legal persons
The main objective of Luminor pension plans is to ensure long-term profitability, which, definitely, cannot exclude short-term fluctuations and decline in the value of the portfolio. Short-term fluctuations are a normal constituent of the investment process.
Luminor fund managers have reduced the risks of all portfolios at present. Securities managers are continuing active monitoring of the situation by keeping limited number of shares in the investment portfolios and are ready to act to reduce the potential risks in pension investment portfolios.
Shot-term fluctuations and reduction in the value of the portfolio are a normal constituent of investment process. If you are ready to accept short-term fluctuations and receive higher profitability in longer term, it is worth waiting, since fixing a loss might not be the best of choices. Pension managers are continuing active monitoring of the situation by retaining limited amount of shares in the investment portfolios and are ready to act in order to reduce pension portfolio risks as much as it is possible.
Shot-term fluctuations and reduction in the value of the portfolio are a normal constituent of investment process. Furthermore, turmoil on the financial markets equally affect all asset managers and all pension plans. Investment managers of Luminor are continuing active monitoring of the situation by retaining limited number of shares in the investment portfolios and are ready to take action in order to reduce risks in pension investment portfolios as much as possible.