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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 January 21, 2022.

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 at our branches and ATMs while following recommended health and safety guidelines, like wearing a mask, using hand sanitizer and physical distancing.

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

All Servus branches are open regular hours, however, temporary changes may be required at specific locations.

Check for hours on your branch page before visiting. Branches experiencing temporary changes to hours will post a notice at their location.

Thank you for your continued patience and understanding as we navigate through this uncertainty together.

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 the beginning of the pandemic, 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've taken precautionary measures to reduce the risks and impacts of COVID-19 in our operations including:

  • Keeping our employees well informed and educated on health and safety practices and the best way to serve our members while following them.
  • Thoroughly cleaning our branches and employee centres each night and keeping a sufficient supply of hand sanitizer available for employees and members.
  • Actively monitoring employee absenteeism and travel, and requiring self-isolation where exposure to COVID-19 is possible.

Even now, we continue to review member and employee needs and make changes to our operations as necessary to minimize risk for everyone.

Find a branch >>

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
  • Counterfeit vaccine passports

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.

What role do members play?

Members play a role in helping us keep our employees healthy and safe and our branches open. Here’s what you can do to help:

  • If you have recently tested positive for COVID-19 or you've tested negative but aren't feeling well, avoid coming into a branch for your banking needs. Please make use of our online banking services and Member Contact Centre (1.877.378.8728) instead. Learn more about how you can bank outside the branch.
  • If you feel well and prefer to bank in person, please follow the health protocols posted at your branch including wearing a mask, using hand sanitizing stations and physical distancing.
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 hours or service changes?

All Servus branches are open regular hours and offer full banking services. In the unlikely event that a branch needs to close for an extended time, we’ll do our best to notify those who will be most affected.

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

Members will always have options to bank online and through ATMs, TeleService and the Member Contact Centre at 1.877.378.8728.

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 4 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 longer 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 are using online channels instead of branches to minimize unnecessary interactions. 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 our online banking channels while maintaining our security measures. We have also worked with the business partners that provide other services, such as e-transfers, to deliver the services you need.

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

We know COVID-19 has had, and will continue to have, a big impact on many of our members and Albertans. Helping you through these tough times is important to us. Our experts will work with you to develop a plan specific to you and your situation. Please contact your branch or call us at 1.877.378.8728 for an appointment.

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

The COVID-19 Update and FAQ document linked below has been provided to answer your questions about the most recent changes to the government travel advisory and the impact they have on travel insurance.

COVID-19 Update and FAQ [pdf] (Effective February 28, 2022)

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.

While we continue to navigate through the pandemic, 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.

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

Travel insurance does not cover everything. Please refer to the certificate for full terms and conditions, including limitations and exclusions. Travel insurance is underwritten by CUMIS General Insurance Company, a member of The Co-operators group of companies, and administered by Allianz Global Assistance, which is a registered business name of AZGA Service Canada Inc.


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