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Servus and COVID-19

With the continued effects of COVID-19, the health and safety of our members and employees is top of mind. We know COVID-19 has had, and will continue to have, a big impact on many members and we're here to support you with banking services and financial advice, anytime.

During this time, you can expect the continued ability to bank with us by phone through our Member Contact Centre (1.877.378.8728) or through digital channels. As always, your money is secure at Servus with our 100% deposit guarantee.

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Financial relief | Alternate ways to do my banking | Branch closures and changes | FAQs


Information last updated on May 9, 2020.

Servus's COVID-19 financial relief program

We're here to help you manage through these tough times. To support you, we’re offering flexible solutions including payment deferrals on mortgages and loans, as well as facilitating access to funds provided through government relief programs.

Learn about the program >>

Skip to information on the Canada Emergency Business Account (CEBA) >>

Bank outside the branch

We're here to meet your financial needs safely, securely and conveniently. We offer many remote banking options, including online and mobile banking, by phone through Teleservice or our Member Contact Centre, or by email. You can also bank in-person while practicing recommended physical distancing at our ATMs.

Find out what transactions are available through each of these services >>

Canada Revenue Agency direct deposit program

Individuals and businesses can now enrol in the CRA direct deposit program through online banking to receive government benefits faster. 

Please note that signing up for direct deposit through Servus Credit Union does not register you, or your business, for any government benefits (such as CERB or CEWS).  

What are the benefits of registering for CRA direct deposit?

  • Set up is easy – just sign into online banking and register in a few easy steps.
  • Receive your money faster – your money will be deposited directly to your bank account.
  • Avoid delays – as COVID-19 events may impact postal service and our branches have temporarily reduced hours or closed, choosing CRA direct deposit means you'll receive your money faster.
  • Transactions are secure – keeping your information safe is our priority.

Learn about setting up CRA direct deposit >>

Stay up to date on branch hours and openings

As the situation is rapidly changing, there may be changes to branch hours. We'll post an alert to notify you of any changes as they happen.

Branch hours are being reduced effective March 19. Check for new hours on your branch page before visiting and view the list of temporary closures.

A message from Servus President & CEO, Garth Warner

Hear from Garth about the measures Servus is taking to protect the health of Servus members and employees, and how we'll continue to support your financial needs during this time.

Read Garth's message >>

Frequently asked questions

If you don't find what you’re looking for, call us at 1.877.378.8728

Servus's response
How is Servus protecting members and employees?

Since early March, Servus has been actively monitoring and managing impacts of COVID-19 on our employees, operations and communities. Through it all, the health and safety of our members and employees has been top priority. We’re taking precautionary measures to reduce the risks and impacts of COVID-19 in our operations including:

  • Mobilizing our pandemic illness plan and assigning a working team to manage the issue as it relates to Servus.
  • Increasing the supply of hygiene products in our branches and employee centres.
  • Keeping our employees well informed and educated on hygiene practices.
  • Actively monitoring employee absenteeism and travel, and requiring self-isolation where exposure to COVID-19 is possible.

As we continue to review member and employee needs, we are making changes to branch operations, including reduced hours and temporary closures of some locations.

Find a branch >>

What role do members play?

Members play a role in helping us keep our operations healthy and safe. Here’s what you can do to help reduce the potential spread of COVID-19:

  • If you’re not feeling well or if you have recently travelled internationally, avoid coming into a branch for your banking needs.
  • Make use of our online banking services and Member Contact Centre (1.877.378.8728). Learn more about how you can bank outside the branch.
  • If you must visit a branch, please use hand sanitizing stations and maintain good hygiene practices.
I've been diagnosed with or exposed to a positive COVID-19 person, and was in a branch? Who should I tell?

Please call our Member Contact Centre at 1.877.378.8728 with any details you can provide about your contact with us.

Banking services
Is my money safe with Servus?

Servus continues to offer our 100% deposit guarantee. The money you put in and the interest earned is safe and secure – up to any dollar amount.

Alberta’s credit union deposit guarantee is backed by the Government of Alberta. This provides an additional level of protection for you. You can rest assured that your deposits are 100% guaranteed at Servus.

Where can I get up-to-date information about branch closures or service changes?

Keeping you informed will continue to be an important part of what we do. You can expect:

  • Regular updates on servus.ca and Servus social media channels.
  • Email communication when changes significantly impact our ability to serve members.
  • Support from our employees through our Member Contact Centre.

If we close a branch we'll do our best to notify affected members through personal calls, emails, autocalls or some combination.

Please review your branch's page for the most up to date information on branch hours. You can also see the full list of temporarily closed branches.

How can I take care of my banking if I don’t want to leave home or a branch is closed?

Jump down for options for business members >>

Personal members 

Using online banking you can:

  • Pay bills, deposit cheques (through the mobile banking app) & transfer money
  • Send/receive money via Interac® e-Transfer
  • Open new accounts, TFSAs, GICs & more
  • Access your Servus Mastercard account
  • Download void cheques/direct deposit forms
  • Update your contact information
  • Stop payments

Using an ATM/Teleservice you can:

  • Pay bills
  • Transfer money to your other accounts
  • Get account history
  • Deposit cash (excluding coin) or cheques, withdraw cash (up to $500) - ATM only

What you can only do in-branch:

  • Print cheques
  • Manual loan payments
  • RRSP/TFSA withdrawals
  • Business deposits
  • Get a new Member Card
  • Wire transfers

Business members

Using Business Online Banking you can:

  • Pay bills and transfer money
  • Send/receive money via Interac® e-Transfer
  • View account summaries and transaction histories
  • View cheque and statement images
  • Print a direct deposit or void cheque authorization form
  • Download transactions into accounting software (Quicken, Quickbooks, Simply Accounting, or Comma Delimited)
  • Stop payments
  • Photo deposit a cheque (mobile banking app)*

*Available for select Business members

Using an ATM/Teleservice you can:

  • Deposit cash, cheques or withdraw up to $500 in cash (ATM only)
  • Pay bills
  • Transfer money
  • View account balances

What you can only do in-branch:

  • Manual loan payments
  • Business deposits
  • Wire transfers
  • Order cheques
  • Get a new Member Card
I need my (mortgage/estate/T4/statement/etc.) right now and my branch is closed.

If your branch is closed our Member Contact Centre is open 24/7 and ready to serve your needs.

Why isn’t Servus closing all branches to stop the spread of disease?

The health and safety of our members and employees has been a top priority. We are monitoring the public health advice very closely, as well as the health of our employees and the risk to members.

We'll use extra caution in dealing with this situation and will not hesitate to close branches or business support departments to reduce the risk of spreading the virus where there is good evidence to do so.

At the same time we have a responsibility to serve our members and help them meet their financial needs during a difficult time.

What is Servus going to do when it's no longer safe to go to branches?

We think it's unlikely that we'll need to close all branches, so members will always have some options. We also offer online and mobile banking, ATMs, TeleService and the Member Contact Centre at 1.877.378.8728 to serve you.

Learn more on how you can bank outside the branch >>

If I call 1.877.378.8728, how long are wait times?

Our goal is to connect you to an advisor within 3 minutes. Please keep in mind that as other members are also practicing physical distancing (as advised by the health authorities), more people are using our contact centre and online channels which can result in higher wait times.

We're adding more telephone lines and contact centre employees to deal with the increases in volume. We appreciate your patience when calling in and ask that you consider other options such as online banking.

Your digital banking and mobile app are slow, what are you doing to improve this so I can do my banking from home?

The nature of the virus means more people will be turning to online channels instead of branches to avoid contact. This means a greater load on the entire network, from Servus through to your neighbourhood internet provider, and possible slowdowns at any point. We have added capacity to all of our online banking channels while maintaining our security measures. We are also working with the business partners that provide other services, such as e-transfers, to make sure they can deliver the services you need.

I'm experiencing financial hardship because I have been impacted by COVID-19. Can Servus help?

We've developed measures to provide financial relief for members who are experiencing financial hardship during this tough time. We know COVID-19 has had, and will continue to have, a big impact on many of our members and Albertans.

Servus Mastercard® travel insurance
I have a Servus Mastercard that I used to book a trip, does it include trip cancellation insurance?

The Servus Low Fee Mastercard, Servus Gold Mastercard, Servus World Elite® Mastercard and Servus Business Rewards Mastercard include trip cancellation insurance.

My Servus Mastercard comes with trip cancellation insurance. Will I be covered if I cancel my trip due to a travel advisory for COVID-19?

You're eligible for travel cancellation insurance if:

  • After booking your trip, the Canadian Department of Foreign Affairs and International Trade issues written formal notice advising Canadians not to travel to a country, region, or city that includes the destination and is during the period of your originally ticketed trip.
  • You use your Servus Mastercard or Circle Rewards® to pay at least 75% of the cost of your trip.
How do I make a trip cancellation claim?

Travel suppliers may be waiving cancellation/change fees. Contact your travel supplier first to see if they will allow you to cancel your original booking and/or apply a credit towards future travel. Coverage is only available for non-refundable expenses.

To make a claim call 1.877.699.1354 from Canada or the United States, or 613.634.6979 collect from elsewhere in the world.

What if I want to cancel my trip due to COVID-19 but I am traveling to a country that is not on the travel warning advisory list?

If after booking your trip, the Canadian Department of Foreign Affairs and International Trade issues written formal notice advising Canadians not to travel to a country, region, or city that does not include the destination of your originally ticketed trip, you're not eligible for trip cancellation insurance.

CUMIS Travel Insurance
Where can I find information about travel insurance?

Our website has information on the CUMIS Travel Insurance program. If you’ve already purchased a policy and have specific questions about it, please call Allianz Contact Centre at 1.877.885.2847.

I purchased CUMIS Travel Insurance for my trip, does it include trip cancellation coverage?

Trip cancellation coverage is optional coverage available through Allianz Customer Contact Centre only. If you purchased coverage through the branch or online, you may not have trip cancellation benefits added to your policy. Please call Allianz Contact Centre at 1.877.885.2847.

Will I be covered if I cancel my trip due to a travel advisory for COVID-19?

Allianz Global Assistance Canada has stated:

For policies with Trip Cancellation and Trip Interruption benefits that were purchased before March 11, 2020:

  • Policyholders will still be eligible to claim for Trip Cancellation if the Government of Canada issued a travel advisory related to coronavirus prior to their departure date, that advised against non-essential travel (Level 3) or all travel (Level 4) for their destination.
  • March 9th cruise warning, issued by Public Health Canada, is being treated as a Level 4 travel advisory by Allianz Global Assistance.

Effective March 11, 2020, we have determined coronavirus to be a known event for Trip Cancellation and Trip Interruption.

  • As a result, for policies with Trip Cancellation and Trip Interruption benefits that are purchased on or after March 11, 2020, any Trip Cancellation or Trip Interruption claims related to coronavirus will not be payable.

Emergency Medical benefits:

  • Plans with benefits for Emergency Medical coverage remain unchanged.
  • Policyholders with Emergency Medical benefits who contract coronavirus at their destination will continue to be eligible for emergency medical treatment, unless the Government of Canada issued a travel advisory related to coronavirus prior to their departure date, that advised against non-essential travel (Level 3) or all travel (Level 4) for their destination.
How do I make a trip cancellation claim?

If you’ve purchased a policy with Trip Cancellation benefits, please follow the Claims Procedures outlined in your CUMIS Travel Insurance Program certificate. You can also call 1.877.885.2847 or file a claim online.

What if I want to cancel my trip due to COVID-19 but I am traveling to a country that is not on the travel warning advisory list?

Contact your travel agent to see if the trip would qualify for a refund or credit due to the advisory issued by Government of Canada to refrain from international travel. If you've purchased a separate travel insurance policy with Trip Cancellation coverage prior to knowledge of the pandemic, contact Allianz's Contact Centre at 1.877.885.2847 to determine if this would be an eligible claim.

Servus Circle Rewards®
I redeemed my Circle Rewards for airline travel, how can I cancel or change my flight?

Most airlines have only issued waivers for the next 4-6 weeks. Check your airline’s website for the most up-to-date information and options available for your flight.

For airline travel impacted by coronavirus (COVID-19), you may be able to manage your travel online.

To cancel your flight

Sign in to your Mastercard account via online banking to access the Circle Rewards site. From the “Shop Rewards” dropdown menu, select “Travel”. From the “My Trips” section of your Travel Portal you'll be able to submit a flight cancellation request without contacting the call center, if your travel is within the next 5 days.

You'll receive an email confirming your cancellation request, as well as an email once the refund is processed.

If your travel is NOT within the next 3-5 days, please wait before contacting the Travel Center so they can continue to provide support as quickly as possible to those with immediate travel pending. If you need further assistance, please contact the Travel Center at 1.314.579.2635

To change your flight

  • Consider preferred new travel dates prior to contacting the Travel Center at 1.314.579.2635. Please note the airline's policy when selecting these dates. Policies may change or be added at any time, so check for updates before rebooking.
  • If your airline has not issued a policy and you still wish to change your flight, please call the Travel Center at 1.314.579.2635 for assistance. The Travel Centre is currently experiencing high call volumes.
I redeemed my Circle Rewards for a hotel stay, how can I cancel or change?

Sign in to your Mastercard account via online banking to access the Circle Rewards site. From the “Shop Rewards” dropdown menu, select “Travel”. Navigate to the “My Trips” section of the Travel Portal.

Most of the hotel and car bookings are refundable until 72 hours prior to check-in or pick-up. Please check the My Trips section after you've signed in to make changes online. If your hotel charges a fee and your travel is within the next 3-5 days, please contact 1.314.579.2635 to see if the penalty can be waived.

Market and investment effects
I’m very concerned about the impact of COVID-19 on my investments.

We’re continuing to see a lot of volatility in the market and, while not all of it is related to COVID-19 coronavirus, our message to investors remains the same: Trust your plan; it was designed to weather the storm. Staying focused on the big picture – your long-term goals – rather than the short-term fluctuations, will help keep you on track.

Historically, global disease outbreaks have very little effect on the market over the medium to long term. The short-term effects can be frustrating but changing course because of them could do more harm than good in the long run.

I want to withdraw a large amount of cash in case of emergencies and my branch could not help me/ATM ran out.

Your protection is important to us. One way to protect you is by making sure you don’t have a substantial amount of cash in person or at your home where it’s at greater risk. Servus maintains a 100% deposit guarantee, meaning that we can protect your money better than other financial institutions. There are many ways to access your money when you need it, while keeping it safe. In addition to our other branches and ATMs, your Servus Member Card, Servus Mastercard, Interac e-Transfer, and our Member Contact Centre can all help you access funds when you need them.

I have heard that fraudsters are taking advantage of this situation. What should I watch for?

You should be on the lookout for phishing scams, attempts to get you to reveal personal information and the sale of fake good and services. Some reported examples include:

  • Offers of fast COVID-19 tests
  • Resale of expired or fake consumer products at high prices
  • Fake decontamination services
  • Fake products that claim to treat or prevent the disease
  • Investing in hot new stocks related to the disease
  • Phishing, spear phishing and other malicious email campaigns that capitalize on the public's fears
  • Fraudulent and deceptive online ads

Learn more about COVID-19 scams and how to protect yourself.

Servus may reach out to members during the COVID-19 pandemic, but we will never:

  • Ask you for any account or personal information through text message or email
  • Ask you for banking passwords or passwords for personal devices

Remember, don’t provide personal information on calls you don’t make. If you ever feel uncertain while on a call “coming from Servus”, hang up the phone, and call us directly at 1.877.378.8728.

® Mastercard and World Elite are registered trademarks and the circles design is a trademark of Mastercard International Incorporated.

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