COVID-19 Updates and FAQs

Keeping you informed about how we are supporting our customers and communities.

Relief measures available for you and your business

See answers to frequently asked questions about COVID-19 and how Scotiabank is supporting our customers during this time.

Get your CERB or CESB payment quicker

Enrol for direct deposit through online or mobile banking to receive your payment.

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Business banking relief measures

Learn more about financial relief measures available, like CEBA, BDC Business Continuity Program (BCAP), EDC Business Credit Availability Program (BCAP) and answers to commonly asked questions.

Learn more Learn more about the Business banking relief measures

Direct Deposit for your business (CEWS)

Direct deposit is a fast, secure and convenient way to receive your CEWS payments. Using Scotia OnLine, mobile banking or ScotiaConnect you can quickly enrol your eligible business account for direct deposit in a few easy steps.

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Important updates for our customers

Bank Your Way

New to digital banking? Learn how to bank from home with your computer, tablet, or smartphone.

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Changes in branch hours

Branches are operating under reduced hours. Please use our branch locator tool before you visit.

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COVID-19 scams

Be vigilant about fraudulent calls, texts, and emails.

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Priority line service for frontline healthcare workers and seniors

For a limited time, frontline healthcare workers and seniors will be given priority service through our Contact Centre.

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Branch passbook services temporarily stopped

For the safety of customers and employees, we have stopped updating passbooks in branches.

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We are proud to help local communities come together

Across the country, Canadians are making every effort to support those in need.

Watch video Watch the video about how Canadians support those in need

COVID-19 FAQs

Get answers to our most frequently asked questions.

FAQs about financial relief measures

If you, or any member of your family, has become unemployed or experiences a material reduction in income due to COVID-19, you may be eligible to qualify for relief measures. On a case-by-case basis, we’ll be working with our customers to make sure that they find solutions that will help address financial hardships caused by COVID-19.  

Relief measures are available to you to help ease financial pressures. Learn more about eligibility and how to apply below. 

Scotiabank is here to help our customers navigate this uncertain time. For individual Canadians who are facing hardships as a result of COVID-19, we have a financial relief program in place that includes assistance with mortgages, personal loans, lines of credit and credit cards. If you’ve been affected, we want to hear about your situation and work together to find a solution.

Whether you reach us today, tomorrow, or later this week, we are here for you. You can reach out to your financial advisor or call our Contact Centre. Please understand that we are dealing with a higher-than-usual volume of calls right now. To enable us to dedicate resources where they are needed most, we ask our customers to give priority to those with urgent concerns.

Interac e-Transfer Transaction and Stop Payment Fees

To support customers impacted by COVID-19, we are implementing temporary fee relief measures for Interac e-Transfer† transaction fees and Stop Payment fees for all Retail, Small Business, and Commercial Banking customers.

The $12.50 and $20 Stop Payment fee and the $1 Interac e-Transfer† transaction fee will be waived until further notice. These transactions will automatically appear with a $0 fee when transaction occurs.

NOTE: If you are a Business Banking customer and need assistance, please visit Business Banking Support or connect with your Relationship Manager. 

We are going to continue waiving these applicable fees until further notice.

Learn more about our financial relief measures:  

For all other financial relief measures, you should contact your financial advisor or call 1-800-4-SCOTIA. As a reminder, wait times are longer-than-normal currently due to a high volume of calls. 

For more information about receiving the Canada Emergency Response Benefit (CERB) by direct deposit, please visit our direct deposit FAQs.

For all other financial relief measures, you should contact your financial advisor or call 1-800-4-SCOTIA. As a reminder, wait times are longer-than-normal currently due to a high volume of calls. 

NOTE: If you are a Business Banking customer and need assistance, please visit Business Banking Support or connect with your Relationship Manager. 

Deferred payments as part of Scotiabank’s COVID-19 relief measures will not be reported to the credit bureaus as missed payments so they will not impact your credit score as a traditional missed payment might. However, your credit score is based on many factors, including the balance owing on your Scotiabank product, and is unique to you.

If you have any questions about your credit score or how it is calculated, you can visit TransUnion or Equifax Canada

Please visit Business Banking Support to read the latest information related to all relief measures for business customers.

FAQs about how and where to bank

For a limited time, we will be providing priority line service for seniors over the age of 75+ through our Contact Centre. 

If you are a senior, please call 1-800-4-SCOTIA and simply enter your card number into our automated system to receive priority service. We will verify your personal information before placing you in our priority line. 

For a limited time, we will be providing priority line service for frontline healthcare workers through our Contact Centre. 

Our customers can complete many of their banking needs from home through online banking and our mobile banking app. For step-by-step instructions and tutorials, or to learn how to get set up, click here. If you are a physician, nurse, paramedic or other healthcare personnel, please contact Scotiabank at 1-888-777-4650 to receive priority line service. Make sure to have your card number ready before calling.

To help protect the health and safety of our customers and employees, we are temporarily stopping all passbook services in branch until further notice.

The following passbook servicing fees will be waived until further notice:

  • Passbook monthly record keeping fee of $2.25
  • Passbook Auto-Generated Statement fee of $2.00
  • ABM Mini Statement fee of $0.75

Customers with passbooks can use these alternatives:

  • Digital Banking – sign in to online banking, or download the Scotiabank app on the App Store or Google Play to view your recent transactions any time.
  • Switch to eStatements  – we offer free digital versions of regular statements through online banking. Visit here to change your recordkeeping option to eStatements. Please note that you won’t be able to switch back to a passbook once your recordkeeping option is updated.
  • ABM Mini-Statement – most Scotiabank ABMs have the option to receive print outs of recent transactions. The $0.75 fee for an ABM mini-statement is temporarily waived for passbook customers until further notice. 
  • Printed Statement – passbook customers automatically receive a printed statement if they have completed more than 50 transactions since their last passbook update. The $2.00 fee for an automatically-generated statement is temporarily waived for passbook customers until further notice.

We can work with you to understand your options. Please visit Investments and Scotia iTRADE for more details.

As the situation evolves rapidly, we will be adjusting our hours and, in some cases, there may be a need for us to close some of our branches. If a branch is required to be temporarily closed, we will post a sign on the door informing our customers and we will be looking to update the branch locator as often as we can.

You can complete many of your everyday banking needs from home, 24 hours a day, through online banking and our mobile banking app: 

  • View account balances and transactions   
  • Pay bills 
  • Transfer money between your accounts 
  • Send and receive Interac e-Transfers 
  • Send a Scotia International Money Transfer 
  • Deposit cheques (mobile banking app)   

To get started:  

For step-by-step instructions on how to bank on our mobile app, visit Scotiabank Digital Banking. You can learn how to: 

At this time all merchants are accepting credit and debit and our ABMs will continue to operate as normal. We are continuing to monitor the situation as needed to ensure that you are able to withdraw cash if you need it.

FAQs about support for seniors

For a limited time and to provide safe banking services from home, we are providing our senior customers age 75 and over with access to priority line service through our Contact Centre.

If you are a senior age 75 or over, please call 1-800-4-SCOTIA (1-800-472-6842) and enter your card number into our automated system to receive priority line service.

This priority line supports seniors age 75+ who:

  • Have questions on any of their accounts
  • Would like to register for digital banking
  • Require assistance with completing transactions, such as paying bills, cashing cheques using the mobile app, or sending electronic money transfers
  • Would like to book a telephone or in-person meeting with their financial advisor
  • Have a general question or comment about a product or service

If you or someone you know has never done online banking, we’re here to help.

Bank Your Way is a site for anyone who is new to banking from their computer, tablet, or phone. It’s designed to walk you through the steps of banking online at your pace.

You’ll learn how to sign in to online banking for the first time, deposit cheques, pay bills, send money, manage your investments, and more.  

Visit Bank Your Way to get started, and check out our online banking for beginners video for tips on how to go digital.

You can learn more about our Online Security Guarantee and all of the ways we protect your accounts in our Security Centre.

Our mobile banking app is designed for customers with a range of sight, mobility, hearing, and cognitive abilities.

Visit our accessible digital banking page for instructions on how to:

  • Adjust the size of the text in the mobile app
  • Magnify your screen
  • Use the screen reader feature that comes with your Apple or Android phone

We know that some seniors are more comfortable banking in person. However, we’re advising customers to practice social distancing and visit branches only when strictly necessary for their health and safety.

Our advisors are available for phone appointments, so you can get customized advice from home. We can assist with most transactions over the phone and there’s no need to come to the branch.

Digital banking is also a secure way to manage your money anywhere, anytime. Our step-by-step guides can help you start banking on your smartphone, tablet, or computer.

If you need to go to a branch, please check our branch locator before visiting. We have reduced our branch hours as a protective and preventative measure, and we recommend that you book an appointment before you go.

We are continuing to conduct frequent and deep cleaning of our branches every business day, including sanitizing all surfaces (door handles, ABM keypads and screens, pin pads, chair handles, desks, reception areas, teller wickets and washrooms), and ensuring hand sanitizer and wipes are available in-branch for use by employees and customers.

We’ve also installed plexiglass dividers and distance markers in our branches to provide a safer environment for our employees and customers.

You can use our branch locator to find location information for Scotiabank ABMs across Canada.

Scotiabank ABMs in our branches are physically accessible and include audio navigation for customers with sight loss.  

We are also continuing to conduct frequent and deep cleaning of our ABMs and branches every business day.

Market volatility as a result of COVID-19 has negatively impacted seniors’ retirement savings.

To help protect your retirement savings, the Government of Canada has lowered the minimum withdrawal requirements for Registered Retirement Income Funds (RRIFs) by 25% for 2020.

Effective April 26, 2020, Scotiabank has reduced your original annual minimum payment for 2020 to the new annual minimum amount to align with the recent government changes.

Learn more about your Scotia RRIF options and services.

For the safety of customers and employees, we are temporarily stopping all passbook services in branch.

View the How do I update my passbook FAQ to learn about other options for record keeping.

During this time of heightened concern, it’s important to be especially vigilant against those seeking to commit fraud.

Scotiabank will never send you unsolicited emails asking for confidential information, such as your password, PIN, access code, credit card, or account numbers. Please do not respond to unsolicited e-mails, text messages, websites, or pop-up windows that request this type of 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.

Some of the most common elements in a phone, email, or text message scam include:

  • A message asking you to confirm any personal information
  • Attachments such as a fake invoice that requires payment
  • An exciting false promise (you have won!) or an upsetting false threat (your account will be closed)
  • An urgent tone claiming a problem with your account or payment details
  • A request for personal banking information, including usernames, passwords, credit card numbers, or social insurance numbers
  • A generic message that’s not personalized (Dear customer)
  • Spelling and grammar errors

Learn how to identify scams related to COVID-19, including fraudulent Canada Emergency Response Benefit (CERB) texts and emails.

The Cyber Security Toolkit from the Canadian Bankers Association provides a checklist and tips on how to protect yourself from online financial fraud. Additional tips and resources are available on our our Security Centre.

 

  • Visit our Help Centre for some of our some of our most frequently asked questions on banking
  • Call us at 1-800-4-SCOTIA (1-800-472-6842)
  • Use our branch locator to find contact information and operating hours for Scotiabank branches across Canada. While most of our branches are open, our advisors are available for phone appointments so you can get customized advice from the comfort of home.
  • If you have a complaint, it’s our aim to find a fair and timely solution through our Customer Care process. We are committed to providing you with the best service we can as we help all of our customers navigate this unusual time

FAQs about your Scotia Rewards points

Through the Scotia Rewards program, you can redeem your Scotia Rewards points for more than just travel. There are over 50,000 items, ranging from brand name electronics, household merchandise, gift cards, and more. We also have gift cards available from Tim Hortons, Amazon.ca, Longos, Walmart, and President’s Choice, as well as brand name electronics from Apple and Best Buy. 

In addition, you can redeem points for a statement credit. The amount of Scotia Rewards points redeemed will be applied as a credit to the outstanding balance on our credit card account.

Given the multiple categories of redemption options, the Scotia Rewards program gives you flexibility and choice. Please visit the terms and conditions at scotiarewards.com for full details.

Scotia Rewards offers a wide variety of gift cards at participating grocery stores you can use towards your next shopping trip, including (but not limited to):

  • Longos ($50 gift card = 6,700 points)
  • Walmart ($100 gift card = 13,400 pts, or $50 gift card = 6,700 pts)
  • President’s Choice ($100 gift card = 13,400 pts, or $50 gift card= 6,700 pts)

For full details on all gift cards and their points redemption rates, please visit scotiarewards.com.

Yes, you can convert your SCENE points to Scotia Rewards points or your Scotia Rewards points to SCENE points anytime you want. The conversion will occur immediately and you will have access to these points in your account right away. 

For full details on how to convert your points, please visit scotiarewards.com.

Yes, you can redeem your Scotia Rewards points to receive a statement credit. The credit will be applied to your Scotiabank program card account.

Once the request to redeem Scotia Rewards points for a credit has been submitted, you cannot cancel the request and no changes can be made.

To learn more about all of your Scotia Rewards redemption options, such as statement credit, travel or gift cards, and the value of their points, please visit scotiarewards.com.

FAQs about Trip Cancellation and/or Trip Interruption Insurance included with a Scotiabank Credit Card

Eligible expenses include, but are not limited to, the non-refundable portion of:  

  • Airline tickets or similar transportation  
  • Hotel bookings or similar accommodations 
  • Package tour (excluding insurance premiums)  

For a complete list of eligible expenses, please refer to the definitions section of your Certificate of Insurance. 

Below is a list of Scotiabank credit cards that include trip cancellation insurance and/or trip interruption insurance benefits, as well as links to the current Certificates of Insurance with full details of these coverages: 

Trip Cancellation and Trip Interruption: 

Scotiabank Passport Visa Infinite Card English

Scotiabank American Express Gold Card English

Scotiabank American Express Platinum Card English

Scotiabank Momentum Visa Infinite Card English

Scotiabank Passport Visa Infinite Business Card English

Trip Interruption Only: 

Scotiabank GM Visa Infinite Card English

Scotiabank American Express Card English

As of March 13, 2020, the Government of Canada has advised Canadians to avoid all non-essential travel outside of Canada in order to limit the spread of COVID-19. Please visit the Government of Canada’s Official Travel Advisory page for the most up-to-date information. 

Trip Cancellation/Interruption Insurance

As a result of the travel advisory, customers who have booked a trip before March 13, 2020, may be eligible to submit a trip cancellation/interruption claim for travel booked on eligible Scotiabank credit cards, subject to the conditions below. 

Before making a claim, please first inquire with your travel provider regarding credits and/or refunds available. Coverage is only available for non-refundable expenses. 

For trip cancellation/interruption claims as a result of COVID-19 reasons, the following circumstances must be met:  

  • The Government of Canada has declared an official travel advisory risk level of 3 (avoid non-essential travel) or risk level 4 (avoid all travel) for the travel destination  
  • The trip was booked prior to the travel advisory being announced  
  • Your eligible Scotiabank credit card was used to pay for at least 75% of the eligible cost of the trip and/or paid with Scotia Rewards points 
  • All of the other terms, conditions, limitations, and exclusions contained in the Certificate of Insurance are met  

Any trip booked on or after March 13, 2020, will not be eligible for trip cancellation/interruption insurance while the travel advisory is in effect.  

Travel Emergency Medical Insurance

As a result of the travel advisory, insured persons who started a trip before March 13, 2020, may be eligible to submit a Travel Emergency Medical claim due to COVID-19 related illness, subject to the terms, conditions, limitations, and exclusions found in the Certificate of Insurance.

COVID-19 related Travel Emergency Medical claims will not be eligible for insured persons who proceed with travelling outside of Canada on or after March 13, 2020, while the travel advisory is in effect. 

Given the current situation, travel suppliers may be waiving cancellation/change fees. Be sure to contact your travel supplier first to see if they will allow you to cancel your original booking and/or apply a credit towards future travel. Coverage is only available for non-refundable expenses. 

If your travel supplier will only issue a partial refund or refuses to issue any refund or credit for future travel, please obtain that information from them in writing. Having written confirmation from your travel supplier will assist the insurer and minimize delays in processing your claim. 

If you do have a non-refundable expense claim, the insurer is focusing on helping customers with urgent and immediate travel issues as a priority. We ask that only customers who had planned on travelling in the next 3 weeks contact the insurer for assistance at this time. Those not travelling in the next 3 weeks, we ask that you please wait until after April 15 to contact the insurer for assistance.  

Claims can be filed online by visiting www.scotia.assurant.com/en, or by calling Scotia Assist at:

Scotiabank American Express credit cards:

1-877-391-7507 Canada and the United States

416-572-3636 Collect from other countries

Scotiabank Passport Visa Infinite credit cards:

1-877-711-8286 Canada and the United States

613-634-6980 Collect from other countries

Scotiabank Momentum Visa Infinite & Scotiabank GM Visa Infinite cards:

1-800-263-0997 Canada and the United States  

416-977-1552 Collect from other countries

When calling Scotia Assist for trip cancellation and/or trip interruption-related inquiries, please do not select the option for Travel Emergency Medical Assistance. This is for medical emergencies only.

FAQs about Travel Insurance purchased from Scotiabank

If you have a general question or inquiry about your travel insurance policy, contact the Scotia Insurance call centre at 1-855-753-4272, which is open from Monday to Friday, between 8 am to 8 pm (ET).

Scotia Travel Insurance is underwritten by Manulife (or The Manufacturer’s Life Insurance Company). If you need to make a claim or have a question about a claim you’ve submitted, we encourage you to: 

  1. Refer to and review your travel insurance policy/certificate
  2. Contact the claims centre 1-877-372-2989, Monday to Friday from 8 am to 8 pm ET
  3. To submit a claim for Scotia Travel Insurance, you can also visit scotialifefinancial.com/travel to download a claim form

FAQs about travel booked using Scotia Rewards points or through the Scotia Travel Rewards site.

For airline reservation changes or cancellations, please ensure you have checked the airline website as they are updating their change and cancellation policies on a regular basis.

If you have confirmed that you are eligible for an airline waiver and wish to cancel, please contact the Scotia Rewards Travel Service at 1-800-665-2582 (follow travel prompts). 

The email channel is no longer available for cancellations. This was an interim measure considering large call volumes and wait times. Since the Call Centre volumes have stabilized, please contact the Scotia Rewards Travel Service at the number above.

For airline reservation changes or cancellations, please first ensure you have checked the airline website before calling to check what range of travel dates are eligible for changes or cancellations. Please contact the Scotia Rewards Travel Service at 1-800-665-2582 to assist with your request. If you are not within the airline policy, please continue to check daily as airlines are updating their waiver policies on a regular basis.

At this time, the Scotia Rewards Travel Service fees normally incurred for booking, cancellation and modification are being waived for reservations impacted by the COVID-19 situation. Please note this does not include fees that may be incurred by the travel supplier.

Please contact the Scotia Rewards Travel Service at 1-800-665-2582 to change or cancel your booking 

If you have recently cancelled or modified your travel reservation made through Scotia Rewards Travel Service and were charged a fee, then you will be automatically refunded from March 9, 2020 onwards. There is no need to call the Scotia Rewards Travel Service.

Bank Your Way

Step-by-step instructions and demos to help you carry out your day-to-day banking from home.

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