We Make It About You

We Make It About You

At Collabria, we listen to your needs and develop customized solutions designed specifically for you and your members.

COVID-19 Pandemic Update

COVID-19 Update - March 26, 2020

It was less than a week ago that I sent my last message, and since then it certainly feels like the world has changed once again. On behalf of Collabria, I want to let you know that you remain in our thoughts and we send heartfelt wishes for health and safety to you and all those impacted by the COVID-19 pandemic. Our Collabria team understands that things are becoming tougher as increased measures to contain the coronavirus create financial uncertainty for many Canadians. We are working to find ways to help you through these difficult times and will continue to do so in the coming weeks. 

As every person’s situation is different, we are committed to working with our personal and business cardholders to understand your needs and to do what we can to help you through this period of financial hardship.  

Three of the new financial supports we now have in place for our cardholders include: 

  • Minimum Payment Deferrals for cardholders impacted by COVID-19. Payment deferrals can be requested on a month by month basis (for up to 6 months). 
  • For Canadians stuck outside Canada and trying to get home, we can provide emergency credit limit increases to cover airfare, car rentals, food, shelter, medical supplies, medications and other expenses. 
  • Increased Contactless Payments to $250 for Grocery & Convenience Stores and Pharmacies 

If you are experiencing a financial hardship due to the impacts of COVID-19, please call our Contact Centre at 1-855-341-4643 and we will work with you to discuss how we may be able to help you.
Like others, our contact centres are receiving an unprecedented volume of calls from cardholders needing our assistance.  One way to avoid longer wait times on the phone is to use our online credit card management tool – MyCardInfo - for everyday activities. 

You can use MyCardInfo to: 

  • Activate your credit card
  • View your current balance and available credit
  • View your account online via eStatement
  • View your card transaction history and pending transaction
  • Make one-time payments and set up AutoPay
  • Sign up for paperless eStatement
  • Track, manage and redeem Rewards
  • Dispute transactions
  • Request a Credit Limit Increase

To access MyCardInfo or to sign up if you don’t have it yet, please visit www.collabriacreditcards.ca and select your credit union. We will continue to work on ways to help you through this difficult time and will keep you informed every step of the way. 

These are uncertain times, but I’m encouraged to see everyone coming together to follow the measures put in place by our respective governments and public health authorities.Truly, the only way through this situation is to work together.

If you have any questions, please contact us at 1-855-341-4643.

Sincerely,

Jean- Marc Handfield

Chief Executive Officer, Collabria

PS: Unfortunately, we are still hearing about a number of scams and fraudulent activities.  Please be aware that Collabria will never send emails asking for your confidential information such as passwords, PINs or credit card numbers. For additional information, please visit https://www.collabriacreditcards.ca/, select your credit union/Benefits/Fraud Protection 
 

Previous COVID-19 Update - March 20, 2020

On behalf of everyone at Collabria, our thoughts and heartfelt wishes go out to all those impacted by COVID-19. This includes not only those diagnosed with the virus, but also their friends and family, those whose jobs and schools have been impacted, healthcare workers, and so many more who are working to contain the virus. We recognize that this is an unsettling time and we want to provide an update on what actions Collabria’s taking in response to the COVID-19 virus.

We continue to monitor the latest guidelines from local, provincial and federal health authorities to ensure that our practices are in line with the latest recommendations and we have business continuity plans in place to ensure we continue to meet your needs during this unprecedented time. We are also taking measures to safeguard the health and well-being of our employees and their families.

In the coming weeks, we expect to experience higher-than-usual volume of calls to our Contact Centre. While our teams will continue to provide you the best possible service, our wait times may increase. To avoid potential delays, we invite you to use our online credit card management tool - MyCardInfo for many self-serve activities including:

  • Sign up for paperless eStatement
  • Monitor and manage your account
  • View your current balance and available credit
  • Track, manage and redeem your rewards
  • View card transaction history and pending transactions 
  • Dispute a suspicious transaction 
  • Make a one-time payment and set up AutoPay
  • View your account online via eStatement

To access MyCardInfo or sign up, please visit https://www.collabriacreditcards.ca and select your credit union.

If you have questions about travel insurance on your credit card, you can get most answers by going to the Desjardins Financial Security Life Assurance Company website DFS. This website also includes updated information about card insurance coverage. If this link does not work for you, please contact 1-877-871-3217

If you been impacted by the COVID-19 virus, please be assured that we are here to help. In the week ahead, we will keep you updated about programs we are putting in place to help you through this difficult time.

If you have any questions please contact us at 1-855-341-4643.

Sincerely,

Jean- Marc Handfield

Chief Executive Officer, Collabria

PS - It is sad that during this difficult time we even have to mention this, but please remember that scammers and fraudsters continue to look for opportunities to take advantage of people. Do not respond to unsolicited emails, text messages, website or pop-up windows that request personal or confidential information such as your credit card number. Collabria will never send you emails asking for confidential information such as your password, PIN or credit card numbers. Please visit Collabria Financial, select your credit union/Benefits/Fraud Protection for additional information.

Q.   What is Collabria doing about COVID-19?
A.    We continue to monitor the latest guidelines from local, provincial and federal health authorities, including the Public Health Agency of Canada to ensure that our practices are in line with the latest recommendations.  We, as well as all of our vendors and partners, have business continuity plans in place to ensure we continue to meet your credit card needs during this unprecedented time. 


Q.    What does my credit card travel out and of country medical insurance cover?
A.    Emergency Travel Medical and other travel insurances included on your credit card are supplied through Desjardins Financial Security Life Assurance Company (DFS). For additional information and details please their website at www.dfs.ca or 1-866-838-7553. 


Q.    Why can’t you tell me what my travel and out of country medical insurance covers? 
A.    The Government of Canada Travel advisory is continually evolving during this unprecedented time and our insurance provider Desjardins Financial Security Life Assurance Company (DFS) is best equipped to provide you with the most up to date information.  We thank you for your understanding and truly value your business. Cardholders are advised to refer to the Desjardins Financial Security Life Assurance Company (DFS) website where Frequently Asked Questions (FAQs) relating to the evolving situation and card insurance coverages are frequently updated DFS. 


Q.     How do I submit an insurance claim online?
A.    Visit www.assurancevoyagedesjardins.com and click on “Claim” to find the right Claim form. Please note that there is an English Language toggle button on the top right corner of the page as well. From there, follow the applicable steps to enter your claim details and send your information directly to the insurer.


Q.    My credit card has been declined and I am not able to use cash at some retail locations. How can I get my credit card reinstated?
A.    Please contact our cardholder contact centre at 1-855-341-4643.


Q.    Is it safe to touch my credit card after using it at a POS?
A.    We encourage all cardholders to practice healthy and safe behaviours and encourage hand washing and other practices recommended by federal and provincial health agencies. 


Q.    How can I safely pay for food delivery?
A.    There are many options to pay for your delivery orders depending on the food service provider. All Collabria credit cards include the ability to complete contactless payment and many providers accept contactless payments.  Many service provides also offer the option of paying online or through Apple Pay and having deliveries dropped at the curb. Additional information about contactless payments and Apple Pay are available on MyCardInfo (visit https://www.collabriacreditcards.ca/ and select your credit union to log in).

Q.    I’m seeing an increase in phishing emails relating to COVID-19, how do I know which ones are legitimate?
A.    Do not respond to unsolicited emails, text messages, website or pop-up windows that request personal or confidential information such as your credit card number. Collabria will never send you emails asking for confidential information such as your password, PIN or credit card numbers. Please visit https://www.collabriacreditcards.ca/ select your credit union/Benefits/Fraud Protection for additional information.

Cardholder Support

Have a question about your card? We are here 24/7 every day of the year. Please use the information below or visit your local credit union/financial institution for more help.

Call Collabria Cardholder Services, 1.855.341.4643, when you:

  • are unable to find the information you need,
  • have a question about your account,
  • are having difficulty with checking your account through MyCardInfo,
  • have lost your card or
  • suspect that your card was stolen.

To mail a payment, please use the addresses below. To ensure that your payment is processed correctly, make sure to include your statement remittance form. The payment cannot be processed without this form.

Collabria Mastercard Collabria VISA
Box 6300 Box 6417
STN City Centre STN City Centre
Montreal, QC Montreal, QC
H3C 3L2 H3C 3L4

Let's Talk

Whether you want to learn more about Collabria or have a payments topic you’d like to discuss, our expert team is ready to help. You’ll see our collaborative spirit firsthand as we work with you to create the exact program you’ve been looking for.

PLEASE NOTE, THE FOLLOWING CONTACT INFORMATION IS FOR BUSINESS INQUIRIES ONLY. FOR CARDHOLDER SUPPORT & SERVICE, PLEASE USE THE ABOVE CONTACT DETAILS.

Toll Free Phone: 844-283-1414

Phone: 403-283-1414

Email: info@collabriafinancial.ca

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    Collabria's Story

    As more and more credit unions expressed a desire for flexible solutions rather than one-size-fits-all programs, three companies — Desjardins, CO-OP Financial Services and AMC FS — formed a fresh, new company unburdened by constraints of the past. Each company brought unique strengths that combined to form Collabria, a payment solutions provider created expressly to help credit unions gain the benefits of increased operational control and improved member relationships.

    At its core, what sets Collabria apart is its foundation in partnership, collaboration and responsiveness.

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    Collabria makes direct investments in our partners' success through proven sales and growth programs to meet your goals.

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    Collaboration

    Collabria professionals work with you to design solutions built around the exact needs of your credit union and your members.

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    Responsiveness

    Our innovative solutions are backed by an expert team of professionals committed to serving you and your members quickly, efficiently and effectively.