2020 Results Announcement

Material progress on Transformation in 2020, accelerating delivery in 2021 Key Milestones Delivered in 2020 Bank of Ireland 2020 Results Announcement • • • Growth Digital insurance wallet (now generating 38% of general insurance sales) New fully digital mortgage journey for first time buyers (31% of applicants now via this channel) Efficiency 15+ sales and servicing journeys digitised via End-to-End process in 2020; €21.5m (410 FTE) in costs savings Customer experience Digital payments for mobile app New digitised small business lending proposition New digital pension and broker platforms Pay-to-Mobile tool enhanced and refreshed • First-to-market digital arrears journey Increased Revenue • Committed Milestones on 2021 Roadmap Transformation investment to continue within previous €1.4bn envelope H1 Legacy mobile apps disabled New online browser for Banking 365 launched Digital journeys for 100% of new mortgages in Ireland Further self service enhancements in Wealth & Insurance H2 Financial Wellbeing: mobile app spending and card controls Biometrics recognition to log-in to mobile app Digital Money Manager to be launched National P2P instant mobile payments Customer Engagement Engine to better acquire and retain customers via personalised interactions Reduced Cost Improved Customer Satisfaction Bank of Ireland 11

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