COVID-19 Updates and FAQs

We will continue to provide 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. 

We will continue to provide 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.

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:  

• Activate your account  for online or mobile banking .

• Sign in to online banking, or download the Scotiabank app on the  App Store or  Google Play .

• Find how-to tips and more in our Help Centre, or if you’re new to digital banking, visit Bank Your Way to learn how to bank from home with your computer, tablet, or smartphone.   

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

• Sign in for the first time

• View your account information

• Pay a bill

• Switch to paperless eStatements

• Send and receive Interac e-Transfers

• Send Scotia International Money Transfers

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.

We will continue to provide  priority line service for seniors over the age of 75+ 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 Digital Banking 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.

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

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 Scsne+ 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.

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