Covid-19 Update To Members

As the COVID-19 outbreak continues to evolve, NLCU is committed to keeping our lines of communication open to inform our members of the latest developments. We offer you several ways that you can stay informed:


February 13, 2021 Update – Additional Safety Measures Instated

As per the Special Measures Order issued by the Chief Medical Officer, all Newfoundland and Labrador businesses and residents are to adhere to the safety measures outlined for Alert Level 5. Therefore, in addition to the safety precautions already in place, NLCU is instating the following measures, effective immediately:

  • Members can call our Member Solutions Centre at 1-800-563-3300 and leave a detailed message regarding a service request. The centre is open Monday to Friday from 9 a.m. to 5:30 p.m. NST.

  • Our Torbay Road and Water Street branches in St. John’s are closed temporarily to allow for adequate staffing in other areas. Our branch at Freshwater Road in St. John’s remains open.

  • Only one (1) member at a time is permitted in any NLCU branch.

  • Members are asked to wait in your vehicle until it is your turn for in-branch service. You may leave your cell phone number with a Member Service Advisor who can call you when it is your turn.

  • Over-the-counter, transaction-based services are reduced. Members are encouraged to use our ATM, Automated Teleservice, Member Solutions Centre, and online banking service options.

These safety measures at NLCU will remain in force until such time as the current Special Measures Order is lifted and we are no longer at Alert Level 5.

Protect Yourself Against Fraud

NLCU will never send you unsolicited emails asking for confidential information, such as your password, PIN for your MemberCard, or account numbers. Please do not respond to unsolicited emails, text messages, websites, social media prompts, or pop-up windows that request information. We also remind you not to open attachments or click hyperlinks in emails or text messages that are sent by someone you don't know or recognize.

For more information on how to protect yourself against fraud, please visit the Protection from Frauds and Scams section of the Government of Canada website.

Frequently Asked Questions

*Please note: updates included in this FAQ are subject to change as new information becomes available.

Is NLCU offering a payment relief plan for members affected by the COVID-19 outbreak? Expand/Collapse

NLCU will be offering a mortgage and loan payment relief plan to qualifying members impacted by the COVID-19 pandemic. This plan is available for a period of up to 6 months.

To learn more about this payment relief plan, and whether you qualify, please call our Member Solutions Centre at 1-800-563-3300.  

I'm worried about my finances. What can I do? Expand/Collapse

If you have any concerns, contact our Member Solutions Centre at 1-800-563-3300 so we can arrange for you to speak with one of our Member Service Advisors.

We will work with members individually to provide flexible solutions suitable to their needs.

What is NLCU doing to ensure the safety of members and employees at branch locations? Expand/Collapse

We continue to monitor the situation closely and are following the latest guidance from local, provincial and federal health authorities, including the Public Health Agency of Canada.

As per government-mandated guidelines, any members who have travelled outside of the Atlantic provinces (Atlantic bubble) in the past 14 days or have flu-like symptoms are to refrain from entering our premises.

To reduce exposure to our employees and members, NLCU has reduced the hours of operation as well as reduced the number of members permitted in the branch to two at a time.

As of August 24, 2020, it is mandatory for all people over the age of 5 to wear facial masks in indoor public areas in Newfoundland and Labrador. Therefore, NLCU employees will be wearing masks when serving our members, and we encourage all members to wear a mask when visiting our branches and corporate office. Members without a mask will be offered a disposable mask to wear on NLCU premises. 

Where can I make a bill payment? Expand/Collapse

To keep branch visits to a minimum, we are temporarily halting over-the-counter bill payments in branches.

For assistance with these types of transactions call us at 1-800-563-3300 (where one of our Member Solutions Advisors can assist you), use our ATMs, or MemberDirect banking.




What are NLCU’s branch hours? Expand/Collapse

NLCU branches are open Monday to Friday from 10 a.m. to 5 p.m. NST.

Please note that our branches on Torbay Road and Water Street in St. John’s are closed temporarily. Saturday branch service, which was offered at select branches, has been suspended due to the ongoing COVID-19 situation.

Our Member Solutions Centre is open Monday to Friday from 9 a.m. to 5:30 p.m. NST and can be reached by dialing 1-800-563-3300. As we are experiencing higher than normal call volumes, we ask for your patience as you may experience longer wait times. For greater convenience, members do have the option of leaving a message about a service request.

For a full list of all our branch locations, together with no service charge 'ding free' ATMs available for your convenience, please click here.

What happens if I’m unable to visit a branch? Expand/Collapse

NLCU has several convenient service options available. Speak to one of our Member Service Advisors by calling our Member Solutions Centre at 1-800-563-3300 Monday to Friday from 9:00 a.m. to 5:30 p.m. NST. As well, you can use our ATM network, mobile app, online banking, and Automated Teleservice - all of which are available to you 24/7.

I don't have a MemberDirect online banking account. What can I do? Expand/Collapse

To request access to online banking, please call our Member Solutions Centre at 1-800-563-3300 Monday to Friday from 9:00 a.m. to 5:30 p.m. NST.

I don’t have access to the Internet. How can I conduct banking? Expand/Collapse

NLCU has several convenient service options available. Speak to one of our Member Service Advisors by calling our Member Solutions Centre at 1-800-563-3300 Monday to Friday from 9:00 a.m. to 5:30 p.m. NST. As well, you can use our ATM network and Automated Teleservice – both of which are available to you 24/7 – or visit your nearest NLCU branch (please note: Torbay Road and Water Street branches in St. John’s are temporarily closed).

I booked travel through my Collabria credit card rewards program. What can I do? Expand/Collapse

Members with questions regarding their Collabria credit card rewards program can contact Collabria customer care representatives for assistance at 1-866-236-8130 or rewardshelp@Reward-Headquarters.com.

 

I have purchased CUMIS travel insurance. How do I find out more information regarding my policy? Expand/Collapse

Effective March 11, 2020, it was determined that the new coronavirus was a known event for Trip Cancellation and Trip Interruption. As a result, any Trip Cancellation or Trip Interruption claims related to this coronavirus will not be paid if your policy was purchased on or after March 11, 2020.

For policies with Trip Cancellation and Trip Interruption benefits that were purchased before March 11, 2020, policyholders may be eligible to claim for Trip Cancellation if the Government of Canada did not issue a travel advisory or advise against non-essential travel (Level 3) or all travel (Level 4) for your destination.

Members can call CUMIS at 1-800-263-9120 for more information, or visit https://www.cumis.com/

Additional Resources

The Canadian Credit Union Association (CCUA) compiled a list of topics and resources to help our members navigate the COVID-19 outbreak. You can keep checking back for updates on the latest programs and relief efforts from the Government of Canada to best help individuals and businesses during this crisis.
 

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