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.
 

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.  

My business has been impacted by COVID-19. What can I do? Expand/Collapse

If you have any concerns, contact 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) so we can arrange for you to speak with one of our Commercial Advisors.

NLCU is committed to work with members individually to provide flexible solutions suitable to their needs.

We have compiled a list of resources available for businesses impacted by COVID-19 is available here

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.

We have increased our sanitation services and extra cleaning procedures throughout the day. As per government-mandated guidelines, any members who have travelled out-of-province 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.

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, 9:00 a.m. to 8:30 p.m. NST (8:30 a.m. to 8:00 p.m. in most of Labrador). 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.

 

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/

 

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