Update To Members

As the COVID-19 outbreak continues to evolve, we want to update you on what Newfoundland and Labrador Credit Union (NLCU) is doing to support you and your family going forward. We assure you we are ready to provide essential financial services and advice and to keep you and our employees safe, ultimately protecting the communities where we live and work.

For business members that need further information on how NLCU can support you and learn about the resources for businesses, read our COVID-19 Update to Business Members.

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.

Protect yourself against fraud.

It is important to be especially vigilant 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.

We will keep you informed.

NLCU is committed to keeping our lines of communication open to inform you of the latest developments. For the most current information on NLCU's response to COVID-19 and how it affects you, check back here for ongoing updates.

Keep up to date with NLCU on Facebook, Twitter, and Instagram.

Frequently Asked Questions

*Please note, the 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’s 12 branches will be open from 10 a.m. – 5 p.m. Monday to Friday.

For service after hours, our Member Solutions Centre is available at 1-800-563-3300 from Monday to Friday, 9 a.m. to 5 p.m. NST. As we are experiencing higher than normal call volumes, we are asking for your patience should you experience a delay in having your call answered immediately.

Please note branches that regularly open on Saturdays are closed for the foreseeable future due to the ongoing COVID-19 situation.

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

You can access our Member Solutions Centre at 1-800-563-3300 where our employee team personally answers your calls from Monday to Friday, 9:00 a.m. to 8:30 p.m. NST (8:30 a.m. to 8:00 p.m. in most of Labrador). As well, members can use our vast ATM network, our mobile app, online banking and telephone banking - all of which are available to you 24/7.

In addition, NLCU has 12 branches province-wide where our members can be served.

As always, we will go above and beyond to serve you and ensure consistent access to our many channels of service.

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

MemberDirect Online Banking accounts can be set up by calling our Member Solutions Centre at 1-800-563-3300 from Monday to Friday, 9:00 a.m. to 8:30 p.m. NST (8:30 a.m. to 8:00 p.m. in most of Labrador).

Members can also visit an NLCU branch for assistance.

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

Members can access our Member Solutions Centre at 1-800-563-3300 where our employee team personally answers your calls from Monday to Friday, 9:00 a.m. to 8:30 p.m. NST (8:30 a.m. to 8:00 p.m. in most of Labrador).

We also offer Automated Teleservice at 1-800-963-4848, which allows members to access their accounts 24/7 by telephone. Using Automated Teleservice, you can receive balances and transaction information, pay bills, or transfer money all from the convenience of any touch-tone phone. To request access to this service, call our Member Solutions Centre at 1-800-563-3300 or visit a branch.

As well, members can use our vast ATM network, our mobile app, online banking, or use Deposit Anywhere all of which are available to you 24/7.

As always, members can access any of our 12 branches province-wide.

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.


What is The Co-operators pandemic response for members with The Co-operators Group Auto Insurance? Expand/Collapse

With their new Reduced Driving Refund, eligible Co-operators Group Auto Insurance clients* will receive a minimum 10% refund on the premium they paid from April 1 to May 31.

The deadline to apply is August 31* And, if Auto clients continue to drive less and claims continue to decrease, an even larger refund may apply.

Register online for your Reduced Driving Refund in 3 easy steps:
You’ll simply need your policy number and policy address:

1) Access the Reduced Driving Refund Form

2) Complete the form accurately and in its entirety

3) Click register and you’re done! An email confirmation will be sent that you’ve registered.

Take advantage of more ways to reduce your premium

If you’re driving less, The Co-operators can review your policy and make changes that may help reduce your premium. For example, “use of vehicle” can be changed from commute to pleasure, while coverage for stored vehicles can be suspended or reduced.

To help with immediate financial pressures, we’re offering flexible payment options, extended payment grace periods and more. You’ll still qualify for the Reduced Driving Refund.

To stay connected

The Co-operators dedicated and knowledgeable Licensed Insurance Representatives available Monday through Friday from 8:00 a.m. to 8:00 p.m. and on Saturday from 9:00 a.m. to 5:00 p.m. EST.

*Your policy must be active on May 31 to qualify.

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/

What measures have CUMIS introduced to help provide financial relief to members with auto insurance? Expand/Collapse

As COVID-19 continues to present challenges for our communities and clients, they have introduced measures to help provide financial relief to your members with CUMIS auto insurance.

Reduced Driving Fund
Recognizing that the self-isolation measures have caused clients to significantly change their commuting habits, they have introduced a new Reduced Driving Refund, offering eligible Auto clients a minimum 10% refund on their premium from April to May. Refunds will be processed starting in July and will be automatically applied to client accounts – there is no need for them to go online or call to register.

July 3 update: Reduced Driving Refund is 15%. All eligible Auto clients will automatically receive at 15% refund on the premium they paid from April 1 to May 31. If eligible, refunds will be applied starting in July and will be automatically applied to client accounts.

Some details:
  • Policies must be active as of May 31.
  • The refund applies to all Private Passenger and Light Commercial vehicles (vehicles that are used for pleasure, commuting and business)
  • Annual pay clients will receive a refund cheque. Monthly pay clients will see the refund applied directly to their monthly withdrawal. We anticipate this process to begin in July and may extend to August.
Immediate payment support for clients and coverage change options
CUMIS has introduced new policies to provide clients with the coverage, support, and flexibility they need during this challenging time.

Flexible payment options: offering flexible payment options to help ease immediate financial pressures, including waiving NSF fees, skipping payments and extending grace periods.

Reviewing coverage: they are committed to reviewing auto policies with clients and adjusting coverage to suit their new situation, including changing vehicle use from commute to pleasure, reducing or suspending coverage for stored vehicles, reviewing discount and deductibles.

Their call centre remains available during regular business hours to support members with quotes, policy inquiries, claims and general questions, members can call them at 1-800-263-9120.

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