COVID-19 Action Plan


Please check back regularly for updates as we work through this evolving situation. 

The uncertainty of the COVID-19 outbreak has created challenges that everyone in our communities are working together to overcome. TCU Financial Group must do its part to increase the safety of our members, communities and staff. We are implementing new measures that will provide our members the ability to conduct their day-to-day banking while enhancing the safety of everyone.

Perhaps more than ever, this is a time to help others. As a credit union, community is at the core of our values, and our commitment to serving our members’ needs remains unaltered. As we navigate the new circumstances brought upon us by COVID-19, rest assured we are looking out for our members and our staff; things like providing staff with options to take care of their individual family situations, increasing the intensity of the cleanliness of our locations, and providing a variety of out-of-branch banking options. We will continue to create an action plan by monitoring the advice from our government and health leaders and will provide updates as things evolve.

Sincerely,

Greg Peacock
Interim CEO & CFO
TCU Financial Group


Financial Relief Program

If you are facing financial challenges as a direct result of COVID-19, we are here to help. TCU Financial Group has implemented a relief program that will offer personalized solutions to members impacted by the COVID-19 outbreak.

If you require assistance, please call MemberLine or contact your Account Manager to discuss personalized solutions and financial support.


Branch Update

To reduce the risk for our members, staff and community we have made the following changes to our branch hours. We ask that members only visit branches only if it is absolutely necessary. You can manage your day-to-day banking needs either by using online banking, the mobile app or by calling MemberLine. 

If you are not set up for online banking, please call MemberLine.

In order to optimize service levels we have temporarily closed our Saskatoon Arlington and Regina Rochdale branches in order to centralize operations. This enables us to continue serving our members while allowing for staffing absences and minimizing our public-facing footprint in alignment with Saskatchewan Health Authority guidelines for social distancing. 

Our Saskatoon Ludlow and Regina Quance branches have reduced their hours. Both locations will be open Monday to Friday from 10:00am to 3:00pm for the foreseeable future.


ATMs at all locations will remain operational.

Saskatoon Branches

307 Ludlow Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Stonebridge: By appointment
Arlington: Temporarily closed

Regina Branches

2615 E Quance Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Rochdale: Temporarily closed


If you are facing financial challenges as a direct result of COVID-19, below is a list of resources that may provide relief:

For Business Members

The Government of Saskatchewan has set up a Business Response Team and programs including deferrals and funding for PST, provincial utilities and self-isolation support. They have also provided information on where you can submit your solutions and/or ideas to fulfill the necessary supplies related to COVID-19. Find out how to access these here.

For Individuals

A number of provincial and federal government programs are available for individuals to access relief from the direct impact of COVID-19:

Government of Saskatchewan

  • Job protected leave
  • Self-isolation support
  • Student loan repayment moratorium
  • Labour market services
  • Immigration Services

 Government of Canada

  • Employment Insurance
  • EI Sick Benefits
  • Work Sharing
  • Emergency Care Benefit
  • Enhanced Child Care Benefit
  • Goods and Services Tax Credit
  • Immigration and Temporary Residents
  • Student Loans

Mastercard Updates

We are temporarily increasing the limit for contactless transactions from $100 to $250 for TCU Financial Group Mastercard holders (wherever these merchants have enabled acceptance of higher contactless transactions). 

This increase will allow members to complete more contactless transactions, thereby reducing the need to touch the PIN pad or merchant terminal when making a purchase, creating a safer and more efficient transaction.

If you are a TCU Financial Group Mastercard holder who is stuck outside of Canada because of COVID-19 and need funds to return to Canada you can apply for an Overlimit Approval from Collabria. This only applies to expenses related to COVID-19 impacts. For example, food, shelter, medical expenses, prescriptions, car rentals or airline tickets. Please call Collabria to inquire 1-855-341-4643.


Frequently Asked Questions

Are branches still open? Expand/Collapse


Beginning Monday, March 23rd our Saskatoon Ludlow and Regina Quance branches will limit their hours.
Both locations will be open Monday to Friday from 10:00am to 3:00pm for the foreseeable future.

We have temporarily closed our Saskatoon Arlington and Regina Rochdale branches to help us continue to provide services while allowing for staff absences and to minimize our public-facing footprint in alignment with Saskatchewan Health Authority Guidelines.

ATMs will remain operational at all locations

We ask that members refrain from visiting Saskatoon Ludlow or Regina Quance if at all possible. Members can conduct a majority of their day-to-day banking needs through Online Banking or the Mobile App or by calling MemberLine. If you are unsure if a service you require can be done via these methods, please call MemberLine first to confirm before visiting a branch.

Branch Safety

If you do need to visit a branch, we ask that you please follow these safety measures:

  • Keep two meters between you and the person in front and behind you while waiting in line.
  • Do not shake hands and avoid touching objects or surfaces whenever possible.
  • Use the hand sanitizer located at the entrance of the branch upon entering and leaving.
  • If you are experiencing any flu-like symptoms or have recently travelled and have not completed your 14 day self-isolation we will be unable to serve you. Please call MemberLine for assistance.

I need to speak to an Account Manager. How can I get a hold of them? Expand/Collapse


All of our Account Managers can be reached by booking an appointment through our online booking software or by calling MemberLine. We are offering phone appointment options to increase the safety of our members and our staff.  

Click here to book an appointment online or call MemberLine.  

I need financial assistance due to COVID-19. What are my options? Expand/Collapse


If you are facing financial challenges as a direct result of COVID-19, we are here to help. TCU Financial Group has implemented a Financial Relief Program that may offer personalized solutions to members impacted by the COVID-19 outbreak.

If you require assistance, please call MemberLine or contact your Account Manager to discuss personalized solutions and financial support.

I am currently out of the country and don't have a secure Wi-Fi connection to conduct online banking, what should I do? Expand/Collapse


Contact MemberLine by calling our toll free number 1-877-828-4343 and we would be happy to assist you pay bills, transfer funds and other day-to-day banking transactions. 

Please be aware that due to high call volumes your wait times may be longer than usual. We thank you for your patience as we work to help all our members.

How is my travel insurance through my TCU Financial Group Mastercard impacted by COVID-19? Expand/Collapse


For all new bookings, COVID-19 is now considered a known reason and is no longer covered by trip cancellation and interruption.


If you have booked travel with your TCU Financial Group Collabria Mastercard we ask that you please contact Desjardins Financial Security Life Assurance Company directly to learn specific information of your personal situation and your travel coverage during the COVID-19 outbreak.

Please contact Desjardins Financial Security Life Assurance Company if you have the following TCU Financial Group Collabria Mastercards:

  • Travel Rewards Gold Mastercard
  • US Dollar Mastercard
  • World Mastercard
  • Platinum Business Mastercard

Contact Information

Desjardins Financial Security Life Assurance Company

Telephone: 1-800-463-1623
desjardinstravelinsurance.ca

 

What are my options for banking if I cannot visit a branch? Expand/Collapse


Our online and mobile banking solutions continue to provide fulsome services, and a full list of services for all of your day-to-day banking transactions is available on our website. Should you need any assistance with online services, you can contact our MemberLine Team for additional service support. 

Download the Mobile Banking App

Log in to Online Banking

Use ATMs at our network of over 4,000 Credit Unions

MemberLine Support
Toll Free: 1-877-828-4343
Saskatoon: 306-651-6500
Regina: 306-546-7800

How is TCU Financial Group protecting members and employees? Expand/Collapse


To do our part to help flatten the curve we have implemented various safety measures.

  1. We have increased our hygiene and sanitization measures with our janitorial staff.
  2. We have cancelled all in and out-of-province travel for all employees.
  3. All staff members who are able to work from home are doing so, and we are encouraging everyone to self-isolate and practice social distancing.
  4. We are postponing our Annual General Meeting and all other company events until further notice.
  5. We are encouraging members to only visit branches in-person if it is necessary.

We will continue to follow guidelines set by the Saskatchewan Health Authority as the COVID-19 situation evolves.

News Updates

Update: March 19, 2020 Expand/Collapse


Dear Members,

The uncertainty of the COVID-19 outbreak has created challenges that everyone in our communities are working together to overcome. TCU Financial Group must do its part to increase the safety of our members, communities and staff. We are implementing new measures that will provide our members the ability to conduct their day-to-day banking while enhancing the safety of everyone.

Financial Relief Program

If you are facing financial challenges as a direct result of COVID-19, we are here to help. TCU Financial Group has implemented a relief program that will offer personalized solutions to members impacted by the COVID-19 outbreak.

If you require assistance, please call MemberLine or contact your Account Manager to discuss personalized solutions and financial support.

Branch Update

Beginning Monday, March 23rd our Saskatoon Ludlow and Regina Quance branches will limit their hours. Both locations will be open Monday to Friday from 10:00am to 3:00pm for the foreseeable future.

We have temporarily closed our Saskatoon Arlington and Regina Rochdale branches to help us continue to provide services while allowing for staff absences and to minimize our public-facing footprint in alignment with Saskatchewan Health Authority Guidelines.

We ask that members refrain from visiting Saskatoon Ludlow or Regina Quance if at all possible. Members can conduct a majority of their day-to-day banking needs through Online Banking or the Mobile App or by calling MemberLine. If you are unsure if a service you require can be done via these methods, please call MemberLine first to confirm before visiting a branch.


Contact MemberLine

Toll Free: 1-877-828-4343
Saskatoon: 306-651-6500
Regina: 306-546-7800

MemberLine Hours

Monday to Friday: 8:00am to 8:00pm
Saturday: 8:30am to 3:30pm
Sunday: Closed

ATMs at all locations will remain operational.

Saskatoon Branches

307 Ludlow Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Stonebridge: By appointment
Arlington: Temporarily closed

Regina Branches

2615 E Quance Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Rochdale: Temporarily closed

Branch Safety

If you do need to visit a branch, we ask that you please follow these safety measures:

  • Keep a meter between you and the person in front and behind you while waiting in line.
  • Do not shake hands and avoid touching objects or surfaces whenever possible.
  • Use the hand sanitizer located at the entrance of the branch upon entering and leaving.
  • If you are experiencing any flu-like symptoms or have recently travelled and have not completed your 14 day self-isolation we will be unable to serve you. Please call MemberLine for assistance.

Update: March 17, 2020 Expand/Collapse


Please check back regularly for updates as we work through this evolving situation. 

Dear Members,

We wanted to provide an update on the actions TCU Financial Group is taking to safeguard the health and well-being of our members, our employees and their families during this time. Take confidence in knowing that we are updating our approach in real-time to stay on top of the ever-changing situation, so continue to check our website for the latest updates.

Our Leadership Team has taken a number of supportive measures to look after the needs of our members, our staff and their families.

  1. Centralizing Branch Locations in Saskatoon and Regina
    In order to optimize service levels, effective Thursday, March 19, we will be temporarily closing our Arlington and Rochdale branches in order to centralize operations in both Saskatoon and Regina respectively. This allows us to continue serving our members while allowing for staffing absences and minimizing our public-facing footprint in alignment with Saskatchewan Health Authority guidelines for social distancing.

    All employees from the Arlington and Rochdale branches will temporarily be relocating to the two branches listed below, or alternatively will be working from home. We will assess the timing of this in the days ahead. ATMs at all locations will remain in operation.

    Saskatoon Ludlow Branch
    307 Ludlow Street, Saskatoon, SK S7S 1N6.
    Mon-Fri: 9:30am to 5:00pm
    Sat: 9:30am to 3:00pm

    Regina Quance Branch
    2615 E Quance Street
    Regina, SK S4V 3B7
    Mon-Fri: 9:30am to 5:00pm
    Sat: 9:30am to 3:00pm

  2. Alternative Ways to Bank
    To follow the Saskatchewan Health Authority recommendations for social distancing, we encourage our members to only visit branches for transactions that require counter service.

    Our online and mobile banking solutions continue to provide fulsome services, and a full list of services for all of your day-to-day banking transactions is available on our website. Should you need any assistance with online services, you can contact our MemberLine Team for additional service support. 

    Download the Mobile Banking App
    Log in to Online Banking
    Use ATMs at our network of over 4,000 Credit Unions

    MemberLine Support
    Toll Free: 1-877-828-4343
    Saskatoon: 306-651-6500
    Regina: 306-546-7800

  3. Fraud Prevention
    At times like this, we are aware that there can often be an increase in fraudulent activity. We encourage our members to be vigilant and exercise caution if they receive any phone calls or emails asking them for personal or banking information. TCU Financial Group will never call to ask for personal information. For your security, we will provide you with ongoing updates should we hear of any fraudulent activity or scams.
  4. Caring for Our Community
    Perhaps more than ever, this is a time to help others. As a credit union, community is at the core of our values, and our commitment to serving our members’ needs remains unaltered. As we navigate the new circumstances brought upon us by COVID-19, rest assured we are looking out for our members and our staff; things like providing staff with options to take care of their individual family situations, increasing the intensity of the cleanliness of our locations, and providing a variety of out-of-branch banking options. We will continue to create an action plan by monitoring the advice from our government and health leaders and will provide updates as things evolve.

Sincerely,
Greg Peacock
Interim CEO & CFO
TCU Financial Group


Update: March 11, 2020 Expand/Collapse

COVID-19: Mastercard Travel Insurance Coverage

IMPORTANT - For all new bookings, COVID-19 is now considered a known reason and is no longer covered by trip cancellation and interruption.

If you have booked travel with your TCU Financial Group Collabria Mastercard we ask that you please contact Desjardins Financial Security Life Assurance Company directly to learn specific information of your personal situation and your travel coverage during the COVID-19 outbreak.

Please contact Desjardins Financial Security Life Assurance Company if you have the following TCU Financial Group Collabria Mastercard:

  • Travel Rewards Gold Mastercard
  • US Dollar Mastercard
  • World Mastercard
  • Platinum Business Mastercard

Contact Information

Desjardins Financial Security Life Assurance Company

Telephone: 1-800-463-1623
desjardinstravelinsurance.ca

Please be aware that depending on time of day that call wait times may be longer than normal.

As of today (March 6, 2020), travel advisories are in effect for: China, South Korea, Hong Kong, Iran, Northern Italy, Japan and Singapore. Please refer to the Government of Canada Travel advisory website for the most recent travel advisory and updates.

 

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