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1. When will I receive year-end tax information from Old National?

   We will mail tax information to the mailing address you have on file with us. Old National does not currently provide access to tax documents online.

   You can also view year-end tax information for your mortgage within Mortgage Manager.

   Please be aware that the the USPS announced they are experiencing processing and delivery delays nationwide due to higher-than-normal volumes and COVID-19 impacts.

   If you have not received your tax documents in a reasonable time period, or you have misplaced them, you can contact Client Care at 1-800-731-2265, Option 4, or visit any Old National banking center to request a copy. Please note that most banking center lobbies are currently open by appointment only due to COVID-19. You can make an appointment through our website locator.

2. How do I use Quick Pay in Online Bill Pay?

   On a Web Browser
   Here’s how you make a payment from the Quick Pay section on the Digital Banking homepage.

   • First, log in to your Digital Banking account.
   • On the account homepage under Pay to select your payee from the drop-down list. If you have not set up a Payee, please go back to the section on how to Add a Payee.
   • In the Pay from section, select the account you would like to make the payment from. 
   • Use the Calendar to select the available date you want the payment to arrive to the payee and click Save. Keep in mind that some payment options take longer to issue than others, so your available dates may reflect this delay.
   • Next, enter the dollar amount you wish to pay.
   • When finished, click Schedule Payment.
   • You will be asked to confirm your payment, click Confirm to schedule and send your payment or Cancel if you need to make changes.

   On the Mobile App

   • From a mobile app, simply log in, tap Payment Center, then Bill Pay. 
   • Select the To/Payee and the From account. 
   • Enter the amount and the date you want the payment to arrive to the payee. 
   • Tap Pay. 
   • You will be asked to confirm your payment, tap Yes to schedule and send your payment or No if you need to make changes.
3. What changes can I expect inside the banking center?

   Our banking centers are open. Appointments are accepted and encouraged.

   • Masks: Consistent with CDC guidance, we ask those not fully vaccinated to please wear a facemask while in the banking center. Please note that we may ask for additional verification due to mask wearing.
   • Shields and dividers: You also may notice Plexiglass shields and dividers at teller windows and other areas where you may interact with our team members.

   Please visit our locator for the status and hours of a specific location.

4. I had damage to my house and received a check from the insurance company with Old National’s name on it. How do I cash or deposit it?

   If you have your mortgage with Old National and a homeowners insurance claim, we will be an active part of your claim process. Your loan with us is based on your home’s value, so we want to ensure your property is repaired and the value is maintained.

   We have developed a Guide to Homeowners Insurance Claims that will give you an overview of the claim process and the necessary forms you will need along the way.

   Please note: This guide outlines processing insurance claims checks for HOME mortgages only (e.g. conventional first mortgages).

   For consumer loans, such as a vehicle or boat, quick home refi, home equity loans, including second mortgages, please use our Guide to Insurance Claims for Consumer Loans. 

   For commercial or business property, contact your Old National Bank commercial lender for guidance.

5. Is my information secure in Zelle®?

   Keeping your money and information safe is a top priority for Old National. When you use Zelle^® within online and mobile banking, your information is protected with the same technology we use to keep your Old National account safe.

6. If I have a notice of error or request for information about my loan, can I submit it on my payment coupon or other payment form?

   No, a notice on a payment coupon or any other payment form is not considered a notice of error or request for information.

   If you have a question or concern about a loan payment, please contact our Client Care Center at 1-800-731-2265. (Monday – Friday, 7am-6pm CT/8am-7pm ET and on Saturday, 7am-noon CT/8am-1pm ET).

7. After I submit a request for information about my loan, how long will it take for me to hear back from Old National?

   Within 5 business days from when we receive your request for information, we will provide you a letter letting you know that we received your request.

   Then, within 30 business days after we receive your written request, we will:

   • Either provide the information requested
   • Or conduct a reasonable search for the information and provide you with a written notice to inform that the information is not available

   If the information you requested is not available, we will mail you a letter with details about how you can contact us if you need further assistance.

   Please note that if we determine that additional time may be required, we may extend the response period by 15 business days. If this extra time is needed, we will mail you a letter before the end of the 30 business-day research period to let you know. The letter will explain the reasons why the extended review is necessary.

8. How can I change my Digital Banking password?

   If you’d like to change your Digital Banking password, sign in to your Digital Banking account and in a web browser, click My Settings or the mobile app, tap More, then Settings, then My Settings. Click Edit for Password. You’ll be asked to enter your current password, then your new password. You’ll need to enter your new password a second time as well to confirm. Click Save to update your password. 
   
   If you need to change your password because you’ve forgotten it, for a web browser, go to the home page. In the blue Login box on the upper right side of the page, click on Forgot User ID or Password. In the Mobile App, tap Forgot Login. You will be asked to provide information to receive a temporary new password. 
   
   If, after trying the above, you are not able to reset your password, please call Client Care at 1-800-731-2265, Option 3, for login assistance. 
   
   Please note, that when requesting or resetting your User ID or Password, you will be asked to enter your email or phone number. For security purposes, the email or phone number you enter must match the email or phone number you have provided for your account. Also, if you reset your password you'll need to re-enable your biometrics. Within the Mobile App, navigate to More to access the settings and update your biometrics feature.

9. Where can I find loan payoff information?

   For the correct amount to pay off a loan, please call Client Care at 1-800-731-2265, Option 4, or visit any Old National banking center.

   A loan's payoff information is not available within Online or Mobile Banking. The remaining balance shown on a loan within Online and Mobile Banking may not reflect all interest, fees, payments, etc. To obtain the correct amount to pay off a loan, it is best to call us or visit a banking center.

   Please note that loan payoff amounts over $3,500 must be paid in a banking center and cannot be accepted over the phone. 

   Amounts under $3,500 can be accepted by phone as an electronic check (eCheck) only, and not by credit card or debit card. There is also a fee associated with loan payments made by phone. You will need to have your routing number and account number to pay by eCheck.
   
   Please see our separate FAQ on obtaining the payoff amount for a mortgage loan.

10. How do I order small business checks?

    There are several ways to order checks for your business:

    • Order directly from our check order company, Harland Clarke, by calling them at 1-800-355-8123 or visiting www.OrderMyChecks.com. Once on the OrderMyChecks.com site, select Business next to account type. Be sure to have your routing and account number on hand. Note that Harland Clarke cannot update your address. If your address has changed, you must submit it through Old National before ordering checks.
    • Log into Business Online Banking. Go to Additional Services and then select Check Reorder.
    • You can also visit any Old National banking center or call Client Care at 1-800-731-2265 and an associate can assist you with a check order.

    If you are a former KleinBank client, you are welcome to continue using your KleinBank checks until you run out; they will be accepted for at least two years.