COVID-19

Update on COVID-19

To do your daily banking while protecting yourself and others, visit UNIAssisT.

Payment deferral

Government assistance programs

Access to your accounts

Market volatility

Protection and safety

Travel

Business locations

Other updates

UNI is monitoring the global, domestic, and local situation closely and giving the situation all the serious attention a pandemic demands.

We have taken numerous safety precautions at our business locations, both for employees and for members and clients, including thoroughly cleaning each one with alcohol-based cleaning products Your well-being and the safety of our colleagues are our priority. These measures follow Canadian government recommendations.

Our regular high standards of hygiene and cleanliness are being carefully followed, with special attention to doorknobs, handrails, counters, and teller areas.

If you or your business have been directly affected by COVID-19 and you are facing financial challenges, UNI has instituted a special measure to help you face the situation and give you a little breathing room.

We're offering the option of deferring payments (capital and interest) on all or a portion of the loans you have with UNI, all at no charge. Whether for your mortgage or a personal loan, or your business credit line, UNI is there to help!

See the "Payment deferral" page to consult the FAQ and make a request.

For questions about a scheduled trip, a cancelled trip or a trip currently underway, visit "INSURANCE AND TRAVELS" section.

UNI is working hard to protect employees while continuing to serve members and clients. We are taking all the health and safety measures the COVID-19 crisis demands.

Since Friday, March 20, 2020, certain business locations have been temporarily closed until further notice. For the same reasons, we have reduced the Monday to Friday business hours at other locations. No business location is now open in the evening or on weekends.

Find a complete list of UNI business locations and their updated business hours.

Despite these measures, all automatic teller machines remain open and operational, even at our closed locations.

To conduct your daily business from the comfort of your home, connect to our online financial services or go to our mobile app. Our videoclip can walk you through the steps.

Online financial services let you:

  • Manage your accounts, check your balance, see your transaction history and get information about your credit card account
  • Transfer money online or via Interac
  • Pay your bills
  • Get your monthly statements
  • Deposit cheques via our mobile app
  • And much more!

Criminals are trying to take advantage of the COVID-19 pandemic and may pretend to be government bodies and ask for donations. Fraudulent emails and SMS/text messages are being sent out to get recipients to reveal personal information or click on links or attachments.

We never send unsolicited emails asking for confidential information like your password, PIN, access code or credit card or account numbers.

Don't answer these unsolicited emails or SMS/text messages. Don't open attachments and never click on links in emails or SMS/text messages. Better safe than sorry!

Visit everyday security section to know more.

At UNI we know how financially unsettling COVID-19 is, particularly with the impact it is having on financial markets. So we think it's important to reassure you and provide reliable information.

To help you better understand the impact of COVID-19 on your investment outlook, we invite you to consult the "MARKET VOLATILITY" section.

Payment deferral

Want to defer your payments?

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Government assistance programs and financial relief measures

At UNI, we are committed to understanding the various financial concerns that our client members may be experiencing during this pandemic. Here are some government assistance programs and financial relief measures available to support you during this time.


For individuals


For businesses

Access to your accounts

COVID-19 is a major concern, and we want to make sure that you can continue doing your banking easily and conveniently, anytime, anywhere.

To conduct your everyday transactions without having to leave home, log in to your account online or use our mobile app. Check out our video tutorial for step-by-step instructions.

Using our online tools, you can:

  • Manage your accounts, check account balances, view your transaction history and information about your credit card account
  • Transfer money using Interac e-Transfer
  • Pay bills
  • Retrieve account statements
  • Deposit cheques via our mobile app
  • And much more!
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Market volatility

Here at UNI, we know just how much the repercussions of COVID-19 have been financially destabilizing, especially with the current volatility of the financial markets. This is why we want to reassure and inform you.

The volatility of the financial markets sparked by, among other things, the economic uncertainty caused by the COVID-19 pandemic has been in the news for several weeks. This is likely of great concern to you, which is understandable. In this context, however, it is important to remember what we have learned from previous crises, specifically the one in 2008.

To help you to better understand the impact of COVID-19 on the future of your holdings, please read the articles below.

During a period of uncertainty, it may be tempting to act quickly. Decisions based on emotions can, however, turn out to be disastrous and severely affect your long-term financial objectives. The markets have experienced this kind of volatility before. In fact, it is even a necessary part of the economic life cycle.

Volatility in the markets is sparking a new wave of government fiscal and budgetary stimulus. Government action is taking place at all levels of the economy and the marketplace, thus increasing the chances of a strong rebound. History proves it.

  • Volatility is part of long-term investing.
  • Market corrections can lead to interesting opportunities.
  • For regular investors, the gains tend to accumulate.
  • The diversification of your investments tends to balance out your returns.
  • Concentrating on earnings increases overall returns.
  • Investing in quality stocks results in long-term returns.
  • Do not be influenced by the emotions of the masses.
  • Active investing can offer benefits during periods of high volatility.
  • Should you have any concerns, please do not hesitate to contact your investment advisor. Our advisors are there to help you.

If you have any other questions, please do not hesitate to contact your investment advisor.

For more relevant information regarding market volatility, go to the NEI and Fidelity websites.

Source: https://www.fidelity.ca/fidca/en/investor/sixstrategiesvolatilemarkets

Mutual funds, and related financial planning services are offered through Credential Asset Management Inc. Mutual funds, other securities and securities related financial planning services are offered through Credential Securities, a division of Credential Qtrade Securities Inc. Credential Securities is a registered mark owned by Aviso Wealth.

Protection and safety

  • If you're financially impacted, let us know
    If you or your business are directly impacted financially by COVID-19 and you're facing financial challenges, please don't hesitate to contact your advisor or account manager. We're here to help you find solutions.
  • Stay vigilant in the fight against fraud
    Criminals are trying to take advantage of the COVID-19 pandemic by posing as a government agency and requesting donations. Fraudulent e-mails or SMS/text messages are sent to trick recipients into revealing personal information or clicking on links or attachments.
  • UNI is here to protect you
    We will never send you unsolicited e-mails asking for confidential information such as your password, PIN, access code or credit card or account numbers.

Never reply to these unsolicited e-mails or SMS/text messages. Never open attachments and never click on links in e-mails or SMS/text messages. Vigilance and caution are always your best defence!

We appreciate your understanding and will be providing updates as this situation continues to unfold.

Travel

Over the past few weeks, emergency measures to curb the spread of COVID-19 have given way to a gradual easing of restrictions, enabling us to resume operations.

During this ongoing extraordinary situation, we remind all our members and clients with travel insurance to follow government recommendations regarding travel outside their province of residence.

We're working hard for you. Your satisfaction is our priority.

You had an upcoming trip planned

Did you have an upcoming trip planned? We're here to answer all of your questions.

  • We're fully staffed and ready to answer your questions.
  • These circumstances are unprecedented, but we're doing what we can to speed up our claims process. We want to get your claims processed as quickly as possible.
See our FAQ

How you submit a claim

This situation is unprecedented, but we're doing everything we can to help our members and clients as quickly as possible.

Given the high volume of claims we're processing, we've decided to prioritize members and clients with upcoming departure dates.

If your trip isn't due to start or your deposit isn't due in the next 30 days, please hold off on submitting your claim.

Of course, if your situation is particularly urgent or complex, we're here for you. We'll be looking at all special claims on a case-by-case basis.

If your trip was scheduled to begin in the next 30 days, please use our online services.

  • Before you submit a claim, check whether the payment terms specified by your travel service provider have changed. If your provider offers you a travel credit, see our FAQ section for everything you need to know on this topic.
  • If your trip was scheduled to begin more than 30 days from now but you have to provide a deposit within the next 30 days, we recommend that you don't provide the deposit and cancel your trip right away. This way you can limit any payments you make to your travel service provider.

    Important: The Government of Canada advisory against all non-essential travel is still in effect. Any deposit you make will not be refunded if you cancel or change your trip.
  • You can submit your claim online .

No matter what your situation is, UNI is here to help. We offer personalized support, tailored to your specific needs.


Frequently asked questions

I'm currently out of the country

Last update: March 28, 2020

  • If you already purchased Trip Cancellation insurance
    You can find information in AccèsD or the Desjardins app in the Life and health insurance section under My insurance documents.
  • If you purchased your trip with your Odyssey Gold Visa, Odyssey World Elite Mastercard, Odyssey Visa Infinite Privilege, Platinum Visa or Prestige Platinum Visa credit card:

    You have comprehensive travel insurance, including trip cancellation coverage, up to $2,500 per person. Note that with the Prestige Platinum Visa, your coverage goes up to $2,000 per person.
  • If you have group insurance
    Please see our group insurance FAQ .

If you have Trip Cancellation insurance, you'll be reimbursed:

  • $200 per day, per insured person, for your additional living expenses (accommodation, meals, transportation, etc.) up to a maximum of $2,000 per insured person.
  • The cost of changing the date and/or time of a ticket you purchased from a scheduled carrier (plane, boat, train, bus). The new ticket must be a one-way economy class ticket that takes the most direct route to get you to your starting destination.
  • The unused and non-refundable portion of payments you made in advance to a travel services provider for land arrangements.

If you have Emergency Health Care insurance and your return home is delayed because you are ill, you'll be reimbursed:

  • $200 per day, per insured person, for your additional living expenses (accommodation, meals, transportation), up to a maximum of $2,000 per insured person.

Important: To be eligible for the travel insurance period extension, you need to have purchased your insurance before your departure and for the full scheduled duration of your trip.

Yes, if your departure date was before March 13, 2020, that is, before the Government of Canada advised against non-essential travel.

If a government advisory was issued prior to March 13, 2020, for your destination (this is the case for China, Italy, Iran and any cruise trips), the date of that advisory will be the date that applies.

If you have group insurance, please log in to your online account .

I had an upcoming trip planned

Last update: March 28, 2020

If you have group insurance, please refer to the group insurance FAQ .

No. Our Emergency Health Care coverage has an exclusion that states that no expenses will be reimbursed for an accident or illness that occurs while you're travelling in a country or region that the Canadian government had advised against visiting before you started your trip.

However, you can get Emergency Health Care coverage if your trip meets the Government of Canada's criteria for exemptions to travel restrictions .

Please contact us to confirm insurance coverage for your essential trip.

As per the advisory issued by the Government of Canada on March 13, 2020, you should avoid ALL TRAVEL inside and outside of Canada until further notice.

Please visit the Government of Canada website for updates.

If you bought your trip or Trip Cancellation coverage before March 13, 2020, you will be covered if, on the date of your departure, an advisory issued by the Government of Canada warning against non-essential travel was in effect.

If a government advisory was issued prior to March 13, 2020, for your destination (this is the case for China, Italy, Iran and any cruise trips), the date of that advisory will be the date that applies.

If you bought your ticket and Trip Cancellation insurance on or after March 13, 2020, you will not be covered for any expenses resulting from COVID-19.

Given the high volume of claims we're processing, we've decided to prioritize members and clients with upcoming departure dates.

If your trip isn't due to start in the next 30 days, please hold off on submitting your claim.

Of course, if your situation is urgent or complex, we're here for you. We'll be looking at all special claims on a case-by-case basis.

We know that some of our members and clients would prefer to be reimbursed through their trip cancellation insurance instead of getting a travel credit from their travel provider.

However, we will only reimburse you if you have no other way of being compensated. A travel credit is considered a reimbursement. That means if you refuse it, you won't be reimbursed through your Trip Cancellation insurance.

We understand that the current situation may have our members and clients worried about their finances. UNI is introducing special relief measures for people who are experiencing financial difficulty.

We're currently unable to send confirmation of receipt emails for claims sent to us by mail. However, rest assured that we are processing all claims. We're giving priority to cancellations of trips with a departure date scheduled in the next 30 days and trips that require a deposit in the next 30 days.

Latest news and other updates

June 11 | Media release: UNI Financial Cooperation moves torward partial and progressive reopenings of business locations and extended business hours

A gradual loosening of restrictions will take place at UNI Financial Cooperation with the partial reopening soon of some business locations which were temporarily closed due to COVID-19.

June 2 | Media release: Update on temporary closures of select business locations

For the time being, UNI Financial Cooperation will be maintaining the temporary closure of a number of business locations due to the pandemic.

April 28 | UNI with you all the way, message from our CEO, Robert Moreau

April 28 | Increase of contactless payment limit for debit card holders

Please be advised that the contactless (“tap”) payment limit on debit cards has been increased from $100 to $250 to reduce person-to-person contact and protect our client members. This increase is effective immediately.

The cumulative daily limit for contactless ("tap") payments has increased from $300 to $400. Once the limit has been reached, the cardholder must complete the transaction by inserting their card and entering their PIN. This resets the cumulative limit to zero.

April 23 | Canada Emergency Business Account message from René Collette, Senior Vice-President, Personal & Commercial Banking

April 6 | Market volatility message from Daniel Bergeron, Wealth Management Director

April 1 | Media release: UNI Financial Cooperation temporarily closes more business locations

In an effort to prevent the spread of the COVID-19 virus and to protect our employees and members, UNI is temporarily closing 10 more business locations as of Thursday, April 2, 2020.

March 31 | Annual general meeting is temporarily postponed

Following the many recommendations from government authorities regarding the spread of COVID-19, Caisse populaire acadienne ltée established a number of preventative measures, notably the cancellation of public meetings. In light of this, the board of directors of Caisse populaire acadienne ltée is temporarily postponing its annual general meeting (AGM) and looking at alternatives which will meet regulatory requirements. An announcement regarding further details on this matter will be made soon in the media and on uni.ca.

March 31 | Message from our CEO, Robert Moreau

March 31 | Increase of contactless payment limit for credit card holders

The contactless payment limit was increased from $100 to $250 for Desjardins POS terminals. This temporary increase will apply to Desjardins credit card holders in pharmacies, grocery stores and convenience stores with a Desjardins terminal.

March 29 | Protecting our employees, members and clients. Find out more with Françoise Roy, Vice President Communication, Marketing and Community

March 19 | UNI has launched a new payment deferral program

March 19 | Media release: UNI temporarily closing seven business locations and reducing opening hours

UNI is working diligently to safeguard our employees and to continue to serve our client members by implementing health and safety measures during the COVID-19 situation.

March 17 | Events: We're reviewing UNI's scheduled events on a case-by-case basis. We' re exploring alternatives and will contact the people involved or affected as soon as decisions are made.

March 17 | Travel and meetings: We've begun restricting all non-essential business travel and meetings among all UNI employees and limiting the number of visitors to our premises (suppliers, consultants, etc.). Employees have access to various IT solutions to avoid in-person meetings. We encourage our employees to protect their own health and that of their families and have been promoting proper hygiene habits during this pandemic.

  • UNI is following the directives of government agencies and will continue to take all appropriate actions to minimize the spread of the virus.