COVID-19 Measures and Important Updates

Given the developing situation around the coronavirus (COVID-19) outbreak, we wanted to reassure you that we remain dedicated to continuing to support you with the highest quality of service.

Kindly note the following updates related to the Bank’s services and precautionary measures undertaken, which we will keep updating on a regular basis.

The health, safety and financial wellbeing of our customers, our employees and the community remains top priority, and we are doing everything we can to ensure everyone remains financially protected as our bank-wide resilience and continuity plans go into action. In line with our Islamic values, we are especially focused on protecting those most vulnerable in a time like this when they need us most.

Customers with Existing & New Finance Facilities:

  • Financially impacted customers (salary reduction or job loss) with a finance facility (Auto, Personal, Home), can contact the Call Center to apply for a restructuring plan
  • Debt consolidation solutions can be provided upon request
  • Finance to property value for first-time home buyers increased by 5% (up to 85% for UAE Nationals & up to 80% for Expatriates)

As part of our efforts to provide you with a safe and secure banking environment in the current situation related to COVID-19, some of our banking services will be discontinued at branches and will now be available only through our digital and self-service channels:

Service Available channels Notes
  • Third-party Cheque Encashment
  • Emirates Islamic & Emirates NBD ATMs/CDMs (for EI Customers)
  • Beneficiary bank (for non EI customers)
  • Third-party cheque encashment at branches will not be allowed while restrictions are in place. Cheques need to be deposited for normal cheque clearance process
  • For companies with own cheque encashment requirements, the withdrawer needs to provide proof of employment with the same company along with that the withdrawer must carry a copy of the visa page or the employment ID.
  • Cash deposits up to AED 100,000
  • All Cheque deposits - less than 5 Cheques
  • Emirates Islamic and Emirates NBD CDMs
  • Deposits can be made at any CDM with either a debit card or account number
  • Emirates ID is required, in case debit card is not presented
  • Deposits with AED 5 notes & coins will not be accepted at the CDM
  • Cash withdrawals up to AED 10,000
  • Emirates Islamic and Emirates NBD ATMs/CDMs
  • Other bank ATMs in the UAE (daily limit: AED 5,000)
  • Branches can assist in case you don’t have a debit card or the withdrawal amount is more than AED 10,000

Important Note Regarding Fund Transfers
Please note that all fund transfers (including transfers within Emirates Islamic, Domestic Transfers and International Transfers) can now be made at all Emirates Islamic branches.

Please click here to locate your nearest Emirates Islamic CDM. For any emergency, our branches remain open to assist you.

In addition, we strongly recommend you conduct all your banking transactions using our digital channels or ATMs/CDMs and avoid visiting branches unless absolutely essential. You can access over 250+ services through Emirates Islamic Online Banking/Mobile App, ATMs and CDMs including:

  • Cheque book requests
  • Card payments
  • Emirates ID updates
  • Funds Transfer

We have extended our Call Center timings and are now available from 8am to 8pm daily for all your queries, and 24/7 for emergency services. Our Call Center is experiencing high volumes and we request your patience as you may experience longer wait times.

The following select Emirates Islamic branches will be available to serve you for emergency requirements

Emirate Branch Name Address Timings (Saturday to Thursday)  
Abu Dhabi Khalifa City Villa No. 104, Sector SE-02, Khalifa City 'A' 8:00 am to 8:00 pm
Main Branch Abu Dhabi Wave Tower, Khalidiyah Corniche Area 8:00 am to 2:00 pm
Abu Dhabi Branch Sheikh Rashid Bin Saeed Al Maktoum Street 8:00 am to 2:00 pm
Bawabat Al Sharq Mall Bawabat Al Sharq Mall, Ground Floor, Baniyas 10:00 am to 10:00 pm
Abu Dhabi Mall Abu Dhabi Mall, Ground Floor, Next to Yateem Optician 10:00 am to 10:00 pm
Al Ain Al Ain Main Branch Jawazat Street, Near Sheikha Salama Mosque 8:00 am to 2:00 pm
Boutik Mall Branch Remal Mall, Sanaiya, RG19, Ground Floor, Al Ain 10:00 am to 10:00 pm
Dubai Al Twar Al Nahda Road, Near Al Twar Centre 8:00 am to 2:00 pm
Al Wasl Al Wasl road, Al Ferdous 1 Building 8:00 am to 8:00 pm
Bur Dubai Bank Street, Next to Sun & Sand Sports Shop, Atrium Centre 8:00 am to 2:00 pm
Nad Al Hamar Bel Rumaitha Club Building, Al Rebat Street 8:00 am to 8:00 pm
Diyafah Branch Opposite DUNE Center, Al Diyafa Street 8:00 am to 2:00 pm
Dubai Souq Al Souq Al Kabeer Area, Al Falah Street, Toronto Building, Bur Dubai 8:00 am to 2:00 pm
Dubai Health Care City Building 16, Dubai Health Care City, Ground Floor 8:00 am to 4:00 pm
(Sunday to Thursday)
Dubai Land Department Dubai Land Dept Building, Ground Level, Baniyas Street, opp Dubai Chamber of Commerce 8:00 am to 3:00 pm
(Sunday to Thursday)
Jebel Ali Banking Complex, Jafza Main Gate, Jebel Ali 8:00 am to 3:00 pm
(Sunday to Thursday)
Media City Business Central Towers, Dubai Media City, Sheikh Zayed Road 8:00 am to 3:30 pm
(Sunday to Thursday)
Jumeirah Lake Towers Almas Tower, First Floor 9:00 am to 4:00 pm
(Sunday to Thursday)
Al Nakheel Road Shop No. 1, Ground Floor, Ahmed Abdul Rahim Hafiz Building, Naif Street, Dubai 8:00 am to 2:00 pm
Al Garhoud Sun Shine Building , Ground Floor, Al Garhoud  Area , Near Al Tayer Motors/GIGICO Metro Station 8:00 am to 2:00 pm
Baniyas Baniyas Road, Al Sabkha Area, Al Sabkha Building 8:00 am to 2:00 pm
Sheikh Zayed Road Showroom 2, Al Wasl Tower, Sheikh Zayed Rd 8:00 am to 2:00 pm
Al Mizher Aswaq Centre, Near Al Mizhar Mall, Al Mizhar 1 10:00 am to 4:00 pm
Dubai Festival City Dubai Festival Centre, opp Ikea, Next to Carrefour, Level 1 9:00 am to 9:00 pm
Al Barsha Mall Al Barsha Mall, Barsha 10:00 am to 10:00 pm
Mirdif City Centre Level 1, Mirdif City Centre 10:00 am to 10:00 pm
Dubai Mall The Dubai Mall, Ground Floor 10:00 am to 10:00 pm
Ibn Batutta Mall China Court 10:00 am to 10:00 pm
Palm Jumeirah Palm Jumeirah – Nakheel Mall 10:00 am to 10:00 pm
Ajman Ajman Sheikh Khalifa Bin Zayed Road 8:00 am to 2:00 pm
Fujairah Fujairah Near Choithram Supermarket, Sheikh Hamad Bin Abdulla Street 8:00 am to 2:00 pm
RAK Ras Al Khaimah Emirates Islamic Tower, Al Nakheel Area 8:00 am to 8:00 pm
Sharjah Halwaan Wasit Street, Sheikh Ismail Building 8:00 am to 8:00 pm
Qasimiya Al Otaiba Building, King Abdul Aziz Road 8:00 am to 2:00 pm
Sharjah Al Bourj Avenue, Al Arooba Bank Street, Near Rolla Square 8:00 am to 2:00 pm
Khorfakkan Old Souk Building, Cornishe Street, Khorfakkan 8:00 am to 2:00 pm
Juriena Zero 6 Mall Zero 6 Al Juraina Community Centre Mall, University City Road 10:00 am to 10:00 pm
Nasseriya My City Center, Nasseriya 9:00 am to 9:00 pm
Sharjah Pay Office Al Meena Street 8:00 am to 3:00 pm
(Sunday to Thursday)

Please note that our other branches will be closed till further notice.

Your wellbeing is of the highest importance to us. In view of the current situation of COVID-19, we wanted to remind you of the many convenient ways that you can enjoy our banking services digitally.

Mobile Banking /Online Banking

Instead of visiting our branches, we encourage you to perform your Banking needs via our award-winning Mobile Banking App or Online Banking, including:

  • Local & International Money Transfers
  • Bill Payments
  • Card blocks/replacements
  • Cheque Book Requests
  • Plus 250+ services

Contactless payments

Make payments on the go and without using physical cash notes.

  • Mobile Wallets: Add your debit / credit card to your mobile wallet and tap to pay with your phone, with Apple Pay, Google Pay or Samsung Pay
  • Visa payWave: Tap your card by yourself onto the Point of Sale Machine and pay on the go

Contact Center

We have extended our Call Center timings and are now available from 8am to 8pm daily for all your queries, and 24/7 for emergency services. Our Call Center is experiencing high volumes and we request your patience as you may experience longer wait times.

While most of your banking services can be conducted through our digital banking channels, we understand that you may still be required to visit our branches or use our ATMs/CDMs. Branches are being sanitized as per recommended best practices from the health authorities and hand sanitizers are available for your ready use.

Given the developing situation around the Coronavirus – COVID-19 outbreak, the safety and wellbeing of our customers, our employees and the community, remains our top priority, as we put our Bank-wide precautionary measures into action. In accordance with the UAE government directives, and following global guidelines, Emirates Islamic has rolled out its proactive business resilience and continuity plan.

The precautionary measures we have implemented include, but are not limited to the following:

  • Split operations, where applicable, across the Bank to ensure that there is sufficient space between our employees and that teams are not all working together from the same location. This has been implemented to ensure no interruption in service to our customers.
  • Colleagues who are at greater risk i.e.(pregnant women, women with young children, staff with disabilities, senior employees, and staff with pre-existing medical conditions) are permitted to work from home. We have purchased additional equipment to ensure our staff safety is taken into consideration without any interruption to business continuity. Our staff have been trained on how to work from home and technology has been tested to ensure its effectiveness.
  • In addition, flexibility has been provided for working parents whose kids are left unattended as schools close for the next few weeks.
  • We have installed thermal scanning machines in our major office premises. These measures have been taken purely as a preventative step to ensure the health and well-being of our employees.
  • All travel (internal, domestic and international) has been halted. Any meetings where travel was involved are now conducted virtually, making use of the technology provided. A strong drive towards digital and online training will be encouraged as classroom trainings are also on hold.
  • As we understand it is difficult times for our staff so we have created a microsite to continuously ensure our staff are kept up to date with the recent developments as well as create a hotline for staff to raise any issues or concerns they might be facing.

We have also undertaken precautionary measures across our branch network, including additional deep cleaning and sterilization protocols, training frontline staff and installation of sanitizers around our offices, when entering and leaving the premises, on each floor and in elevators.

Emirates Islamic has a robust digital infrastructure to help customers manage their banking needs from wherever they are and whenever they need. Our digital platforms remain fully functional 24/7 and we encourage customers to access their mobile and online banking applications for their everyday transactions from the safety of their home. We are hoping with strong support from our clients, we will be able to change behavior and encourage digital interaction with us.

In addition, we are educating and encouraging customers to use contactless banking and payment solutions, through digital media platforms and social media, Our call center and branches across the country remain open for our customers’ convenience.

Emirates Islamic closely follow medical protocols from global and national health authorities to ensure the actions we take and the safety guidelines we regularly share with our employees regarding hygiene, alertness to symptoms, social interaction and travel are comprehensive and appropriate. The Bank will continue to take, all the measures local health authorities advise to protect our employees and customers.

Nothing is more important for us than health and safety, and we are doing everything we can to protect and support our colleagues, customers, stakeholders and community as part of our firm-wide business resiliency and continuity plans.


1. What is a Restructuring Program?

It is the remedial management of debts by altering the existing finance terms through extended periods to enable repayments with lower Equivalent Monthly Installments (EMI).

2. What are my options of restructuring if I have an active Bank finance and multiple credit cards?

All your finance facilities can be restructured (each product separately) which will help you to reduce your monthly commitments thereby your EMI will be reduced by extending the finance period.

3. Can I restructure my finance facilities if I do not hold a salary account with Emirates Islamic?

Yes, you can. To restructure your Personal / Auto Finance, you will be required to additionally sign Direct Debit System DDS forms and open a current account if you do not have one already. For Home Finance, we can offer temporary relief in payments for 12 months. For Credit Cards, we can offer a balance conversion / Easy Payment plans.

4. Can I increase the period of my finance facility without increasing the profit rate?

No, the profit rate will be to reflect the finance extension, but effectively you will continue to pay the profit at the same rate for the extended tenure. You will sign an Undertaking letter of understanding of profit rate explaining why the profit rate appears higher.

5. What is the process for the restructuring program/plan?

The process for entering into a restructuring program will be as follows:

  • Firstly, we will review your income documents and once a reduction in income is confirmed , you will be informed of your tentative EMI by our representative who will also advise you of the required documents that you will need to submit from your email address which you have provided to the us;
  • We work on the necessary internal processes and you will be inform about the acceptance status of your application shortly;
  • You will have to submit the original set of documents;
  • If your application is approved, your restructured plan will be activated.

6. What are the required documents for restructuring my finance?

Initially, we will require documented proof of a reduction in income, such as: Pay slips, Bank Statements, VAT Returns. Once confirmed, our representative will reach out to you via email on all the documentation required at various stages including application and KYC documents.

7. Do original documents need to be couriered?

A signed application form with other relevant documents has to be submitted to us for implementing the reduction in EMI. There will be different options such as dropping documents to our Meydan offices, Biker pickup, Courier pickup etc which will be advised by the agent who is in discussion with you. It is imperative that the original documents are provided to the bank.

8. When will my EMI start and How much time will it take and how will I get to know that my finance is restructured?

We can offer you up to 3 months grace period before your first monthly instalment begins; The processing time will depend on the confirmation of your application documents and on securing necessary Bank approvals.

9. Can I partially settle my finance? Will it reduce my monthly commitment?

Yes, you can partially settle your finances. This will not attract any pre- payment penalty. Moreover, after partial settlement, should you wish to maintain the original period of the finance, you can do so to help you to reduce your monthly EMI.

10. Can I restructure my finance facility for now, and my Credit Card at a later date, if required?

Yes this is possible. You can contact us whenever you wish to restructure.

11. After restructuring my finance, can I revert to the original finance arrangement later?

Yes, the option of reverting to the standard finance terms are always open, provided your credentials meet our requirements and new finance documentation. You have the option of increasing the EMI amount by reducing the finance period or partially settling the finance.

12. Do I get an insurance cover on the restructured finance?

Your existing insurance (takaful, Shari’a compliant insurance) coverage continues, where applicable.

13. I have opted for the finance deferment program, can I extend it till September 2020?

This is not possible. Deferments that are already granted cannot be extended for a further term. However, you can opt for a reduced EMI plan under the restructuring program. For further details, please feel free to contact us.

14. Does the restructuring of my finance affect my Credit Report (Al Etihad Credit Bureau, UAE)?

It is a legal obligation for the Bank to submit the finance details under the terms of restructure to the credit bureau. We will report the status of your finance as restructured finance.

Please note the below FAQs, in the unfortunate event of a job loss:


1. If I do not have an active income, can I restructure my finance facility?

Yes, you may do so by providing a Guarantor or Spouse income.

2. Is it mandatory for the Guarantor to hold an account with Emirates Islamic?

No, it is not.

3. Do I have the option of restructuring my finance in case I have a new job with a company not listed as an “Approved Company” with the Bank and on a lower salary than my previous?

Yes, you can.