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.
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.
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.
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.
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.
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.
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.
Servus continues to offer our unmatched 100% deposit guarantee. The money you put in and the interest earned is safe and secure – up to any dollar amount.
Members are practicing social isolation as advised by the health authorities. That means more members are using our contact centre and online channels rather than branches. 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.
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.
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.
The Servus Low Fee Mastercard, Servus Gold Mastercard, Servus World Elite® Mastercard and Servus Business Rewards Mastercard include trip cancellation insurance.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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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