Coronavirus COVID-19 FAQs

Our safety measures include hand sanitisers and alcohol swabs for staff to wipe biometric readers after every transaction or customer interaction. 

As per World Health Organisation (WHO) protocols and requirements, we have introduced thorough cleaning and hygiene measures across all work areas. These include sanitising at regular intervals surfaces at all our facilities, especially reception areas and door handles. 

Absa has issued a precautionary Level 1 business travel advisory for all employees in the affected regions. This implies that travel is banned unless it is absolutely critical and has been approved by the accountable Group executive committee member in consultation with our medical team. These restrictions will remain in place until the spread of the virus has been contained.

We are doing everything we can to ensure that all our branches have sanitisers for use by employees and customers. Where these have run out or have not yet reached the branch, we encourage customers to alert our staff in these facilities.

Our contingency plans place the highest premium on the safety of our customer and employees, as we aim to ensure minimal impact on your banking services. While the extent of COVID-19 is still unknown, our plans have the necessary flexibility to evolve as the situation requires. 

Given the widespread use of POS machines in the market, it is vital that customers make every effort to handle these devices with care and responsibility. Many retailers have put in contingency measures such as sanitising POS devices. However, as with any surface that multiple people touch, we strongly advise our customers to sanitise these surfaces as far as possible and wash their hands after using these. 

The widespread concern and publicity around COVID-19 creates the perfect opportunity for cybercriminals to devise scams and launch phishing, sharing of confidential information, or opening infected email attachments. 

Please remain vigilant and keep the following important pointers in mind:

• Be wary of any email that communicates great urgency. This ploy is often used to cause people to panic into making mistakes.
• Never respond to any email that entices you to bypass Absa’s security protocols.
• If you are sent an offer that seems too good to be true – it probably is!
• Never share any personal information with unverified third parties.
• Treat as suspicious any email or telephone call from someone purporting to be a government or health official.

Report any suspicious communication to our fraud hotline 0860 557 557.

While it is too soon to speculate about the impact of COVID-19 on insurance claims, the Absa Insurance Company is monitoring the situation closely and considering various scenarios and related actions that may become necessary should the impact of COVID-19 be sharply heightened. We are confident that we will be able to deal with any upsurge in claims. Clients are encouraged to speak to us or their broker should they have any concerns.