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Coronavirus (COVID-19) Guidance and FAQs

Protect your health and your finances by following our latest guidelines

As a result of the coronavirus emergency, the Maltese Government has implemented a number of measures as detailed on This provides updates about local and international health authorities’ responses to COVID-19.

HSBC has taken a number of precautionary measures. Please visit this webpage regularly for the latest updates.

Keeping you safe

The most important thing for us is to keep our people and customers safe. In line with Health Authority guidelines, from Monday 4 May, if you need to visit one of our Branches, we will:

  1. Ask you to wear a face mask while inside the bank
  2. Take your body temperature and allow you into the bank if your reading is 37.2 degress or less
  3. Ask you to use hand sanitizers when entering and exiting the bank
  4. Ask you to remove your mask briefly so that we can identify you. This is being done for security reasons and guidance on safe removal of your mask will be provided. After identification the mask must be worn again
  5. Only allow 3 customers inside the bank at any one time.

Thanks for your understanding and as always, we remind you to use our alternative channels, including Online Banking, Mobile Banking app, Phone Banking, ATMs/Deposit machines and only visit a branch if you really need to.

Minimum Cash Withdrawals from Branches

As part of our efforts to keep our customers and employees safe, we are introducing a temporary Minimum Cash Withdrawal policy in our branches. This decision has been taken to reduce the amount of times customers need to visit our branches thus reducing unnecessary queuing and contact. Therefore with immediate effect:

  • Customers can only withdraw cash from branch tellers from a minimum of €500 upwards
  • Customers needing to withdraw less than €500 must use the ATMs
  • Customers who do not own a debit card will be allowed to make a one-time withdrawal at the teller. At this time customers will be requested to apply for a debit card which will be necessary to make future withdrawals through the ATM


With immediate effect deposits will not be accepted at our teller points. All deposits, whether cash or cheques, must be made through our ATMs and Deposit Machines. Click here for our ATM and Deposit Machine locator.


With immediate effect, coins will only be distributed in standard bag amounts and not in loose denominations. Till further notice, this service will only be available on Fridays.

Branches open

These branches are in operation:

  • Valletta
  • Sliema
  • Mosta
  • Paola
  • Victoria (Gozo)
Opening hours are as follows:
Day Time Service
Monday - Friday 08:30 - 13:30 Full service
Friday 13:30 - 16:00 By appointment. No teller service
Saturday 08:30 - 12:30
Full service
Opening hours are as follows:
Day Monday - Friday
Time 08:30 - 13:30
Service Full service
Day Friday
Time 13:30 - 16:00
Service By appointment. No teller service
Day Saturday
Time 08:30 - 12:30
Service Full service

The Business Banking Centre for Commercial Customers will also be operating normally.

Please note that we will be limiting access to the premises in order to safeguard our employees and our customers.

We recommend that you use our alternative channels, including Online Banking, Mobile Banking app and Phone Banking. You are also reminded that Debit and Credit Cards can be used for purchases and online payments.

For more information, visit the links below.

We apologise for any inconvenience.

Contact Centre

Our Contact Centre is currently experiencing higher than normal call volumes. If you are an Online Banking user, we encourage you to make use of our Online Banking and Mobile App services. If you are not registered to our Online Banking, we will still be able to assist you with registering for this service.

During this time, we are prioritising our service to assist customers with:

  • Lost or stolen cards, cheques, or tokens
  • Possible fraud transactions
  • Emergency situations (e.g. customers stranded overseas and emergency encashment)

You may also find the information that you seek on these help pages.

Financial support measures

To support our customers who may be experiencing financial difficulties as a result of the COVID-19 emergency, we have launched the following initiatives: 

  • Customers holding a Home Loan or a Personal Loan can apply for a six-month repayment moratorium on their loan.
  • Late payment fee for all Credit Card accounts will be waived.
  • Customers may apply for a temporary increase in Overdraft or Credit Card limits subject to eligibility criteria. 

To get more information, kindly contact us and we will get back to you as soon as possible.

Fusion customers

The following concessions will apply to eligible Fusion customers.
• Capital repayment holidays

For customers who are facing loss of business we will consider short term capital repayment holidays on term lending. Interest repayments will need to continue being made throughout the term of the concession. This will enable businesses to meet other payments until the situation reverts to normal.

• Fee free temporary short-term working capital funding

To help customers who are facing cash flow problems due to loss of business arising as a result of the outbreak, we will consider fee free temporary short-term working capital funding.
To get more information, kindly contact us and we will get back to you as soon as possible.

Business customers

We have also put in place a support package for business customers. More information can be found here.

Travel Insurance

If you are an eligible Premier/Advance or Business cardholder, your travel insurance policy is still in force through the HSBC Travel and Purchase Protection Insurance cover.

Claims and conditions of cover related to the COVID-19 or any other situations will be assessed on a case by case basis. Please contact Mediterranean Insurance Brokers (Malta) Ltd on:

Telephone: +356 23433234
Telephone: +356 23433108

Please note that as a precautionary measure due to local health concerns over COVID-19 MIB’s offices are temporarily closed for visitors. We therefore urge you to contact MIB via the above contact details.

In the light of the COVID-19, Citadel Insurance plc would like to clarify that the HSBC cardholders that are eligible for the Travel Scheme are covered for cancellation or curtailment charges in the event of unavoidable cancellation or curtailment of the journey or holiday as a result of illness or quarantine or death of Yourself or of Your travelling companion or of any person with whom You have arranged to stay. This is subject to policy terms and conditions.

However, the policy does not cover cancellation or curtailment charges as a result of government restrictions on travel following an epidemic, pandemic or inter alia due to cancellation of flights or accommodation or trips by the airline or hotel or organiser, or closure of airports or cancellation of events by organisers, or cancellation for precautionary reasons.

Wealth Management

Wealth management services will be provided by appointment from the above mentioned branches.

Home Loans

If you have queries regarding your pending homeloan application please book an appointment. 

Beware of fraud

Some criminals are using the coronavirus pandemic as an opportunity to scam the public. This includes offering medical products, guidance or a safe haven for money.

Please be vigilant and heed the following advice:

  • Do not click on links or attachments in suspicious emails until you have validated the source
  • Do not respond to unsolicited calls or messages
  • Do not provide your personal or financial details

Remember, HSBC will never ask you to move money to a safe account.

Please remain vigilant and stay up to date with the latest information on our fraud and security page.

Alternative ways to bank

We urge you to visit our branches only if absolutely necessary and make use of the following alternative channels.

Follow these links to learn how:


Bank securely at the branch that never closes.


Mobile apps put banking at your fingertips.


Keep on top of your finances by phone.

Frequently asked questions

If you need any information, visit these help sections.

Listening to what you have to say about our services matters to us.