COVID-19 Situation

Frequently Asked Questions (FAQ)

  1. Is your branch network open?

    Most of our branches remain open since they offer services considered essentials. Please note that some branches could temporarily close to visitors.

    However, branch opening hours may be reduced without notification due to the unpredictable nature of the situation.

    In compliance with the provincial government’s announcements, which resulted, among other things, in the closure of all shopping centres in Quebec until May 1, 2020, certain branches are closed to visitors, including their ABMs. Please consult the branch locator before visiting one of our locations.

    Despite these closures, our teams are here and ready to help you with your financial needs. Please do not hesitate to contact your advisor. Book your telephone appointment.


  2. Which branches are closed?

    As of today, we temporary closed nine branches. Your advisor is ready to help you with your financial needs over the telephone. Book your telephone appointment. For an urgent banking transaction (e.g. replacement of a client card), you can visit one of the alternative branches suggested below:

    Branches temporary closed Alternative branches
    #044 – Innova
    6615, Sherbrooke St. East, Montreal
    Contact your advisor 514-256-1684
    #055 – St-Michel
    7192, St-Michel Blvd., Montréal
    #077 – Newman / Léger
    7333, Newman Blvd., Ville Lasalle
    Contact your advisor 514-63-0113
    #022 – Verdun
    4214, Wellington St., Verdun
    #089 – Le Corbusier
    1699, Le Corbusier Blvd., Laval
    Contact your advisor 450-681-9230
    #050 – Chomedey
    3870, Notre-Dame Blvd., Chomedey/Laval
    #120 – Place de la Cité
    2600, Laurier Blvd., suite 25, Québec
    Contact your advisor 418-650-6806
    #563 – Laurier/ de l’Église
    2828, Laurier Blvd, suite 100, Quebec
    Branches located in a shopping mall, without direct access to exterior
    #571 – Jonquière
    3460, St-François Blvd., Jonquière
    Contact your advisor 418-547-6692 ext.8
    #306 – Chicoutimi
    1611, Talbot Blvd., suite 100, Chicoutimi
    #300 – Alma
    500, Sacré-Coeur St. West, Alma
    Contact your advisor 418-668-3088 ext. 8
    #306 – Chicoutimi
    1611, Talbot Blvd., suite 100, Chicoutimi
    #572 – Sept-Îles
    770, Laure Blvd., Sept-Iles
    Contact your advisor 418-547-6692 ext. 8
    No alternatives available
    #099 – Granby
    40, Évangeline St., Granby
    Contact your advisor 450-378-7942 ext. 8
    #112 – Solar Uniquartier
    3500, de l'Éclipse St., suite 610, Brossard
    #569 – Baie-Comeau
    600, Laflèche Blvd., Baie Comeau
    Contact your advisor 418-589-5064 ext. 8
    No alternatives available

  3. Are your business hours affected?

    We continue to be there for our customers. However, the opening hours of the branches and points of service that are still open to the public are now 10:00 a.m. to 2:00 p.m., Monday to Friday. Advisors remain available to answer your financial needs at all times, on their regular schedule. Customers are asked to make an appointment before showing up.

    Our branch opening hours may be reduced without notification due to the unpredictable nature of the situation. Please consult the branch locator before visiting one of our locations.


  4. What options do I have to avoid visiting a branch?

    There are several solutions available to you to conduct your banking transactions 24/7:

    • Laurentian Bank and THE EXCHANGE® ABM networks.
    • LBCDirect electronic services, both online and over the phone.
    • The Telebanking Centre, by calling 1-800-252-1846.

    Your advisor is ready to help you with your financial needs. Banking transactions throughout our entire network can be completed by telephone. Book your telephone appointment.


  5. Are the ABMs still functional?

    Yes, most of Laurentian Bank’s ABMs are operational. However, some of them may be difficult to access or not stocked due to the provincial closure of shopping malls ordered on March 22. Note that the following nine ABMs are closed indefinitely:

    ABMs temporarily closed
    400 Beaubien Street East, Montreal 1675 Notre-Dame Street, Lachine
    5487 Monkland Avenue, Montreal 491 Ste-Marie Street, Marieville
    5000 St-Denis Street, Montreal 1025 Du Séminaire Blvd. North, Suite 2, St-Jean-Sur-Richelieu
    253A Dorval Avenue, Dorval 320 Bank St., Brownsburg
    11497 Gouin Blvd. West, Roxboro  

    To find the closest alternative ABM, please check the locator. Note that Laurentian Bank ABMs are subject to the increased cleaning measures and they are being stocked as usual.


  6. Have you implemented specific hygiene measures at your points of service?

    Yes, we have taken several preventive measures to protect our clients and employees, such as adding alcohol-based antiseptic gel dispensers and sanitizing wipes, and wearing gloves. We also increased the frequency of cleaning services, particularly in common areas, such as counters, doors, ABMs, etc.

    Furthermore, access to our branches and points of service is prohibited for anyone who has recently travelled, who has been in close contact with someone who has travelled or is exhibiting symptoms, or who is experiencing symptoms themselves. We are constantly re-evaluating the situation to provide a safe environment for our employees and customers.


  7. What is Laurentian Bank doing to help its clients who are struggling financially during this difficult time?

    Laurentian Bank Financial Group (LBCFG) is committed to supporting its personal and business customers during the COVID-19 pandemic. We are committed to working with them to help find solutions. As everyone’s situation is unique, they will be carefully reviewed on a case-by-case basis and relief measures – such as payment deferrals up to 3 months or special loans – may be available We invite our clients in immediate need to contact their advisor or account manager to discuss solutions tailored to each situation.


  8. Should I continue to make payments on my financing products?

    Yes, you must continue to make payments on your financing products, otherwise you will be deemed in default of payment. If your financial situation is affected by the COVID-19 crisis, it may be possible to defer your mortgage or personal loan payments to avoid such an issue. Please contact your advisor for guidance.

    To request a payment deferral, book a telephone appointment.


  9. I am facing financial hardship as a direct result of COVID-19. What are my mortgage (conventional or insured) payment deferral options?

    We want to work with our clients during these difficult times. During the COVID-19 crisis, Laurentian Bank is offering the following payment relief solution for mortgages (conventional & insured): Principal and interest payment deferral and property tax payment deferral (if applicable) for three months. In addition, NO fees will be charged for payment deferral or non-sufficient funds. Similar measures may apply for business clients. Please contact your account manager so that he or she can review your situation and assess the options available to you.

    To request a payment deferral, book a telephone appointment.


  10. I am facing financial hardship as a direct result of COVID-19. What are my personal loan payment options?

    We want to work with our clients during these difficult times. During the COVID-19 crisis, Laurentian Bank is offering the following payment relief solution for personal loans: Payment deferral (capital and interest) for three months. In addition, NO fees will be charged for payment deferral or non-sufficient funds.

    To request a payment deferral, book a telephone appointment.


  11. If I defer my mortgage or personal loan payments, will my credit score be affected?

    No, payment deferrals will not be deemed a default on payment and they will not affect your credit rating.


  12. I am facing financial hardship as a direct result of COVID-19. What are my Line of Credit (LOC or HELOC) payment options?

    We are still confirming our Line of Credit (LOC, RRSP or HELOC) payment relief options. For the moment, please make minimum payments.


  13. I am facing financial hardship as a direct result of COVID-19. What are my Visa Credit Card payment options?

    We are still confirming our Visa credit card payment relief options. For the moment, please make minimum payments.


  14. I need more available credit. What financing solutions can you offer?

    We have various products that can help you. Depending on your personal situation, we can increase the limit of your current credit products or provide you with additional options. Please call 1-800-252-1846 to speak with one of our customer service representatives, or call your advisor or account manager directly. Our team will be happy to provide a solution that works best for you.


  15. Will there be a slowdown in the processing of financing files?

    We are striving to process all requests as quickly as possible given the current situation. As the situation evolves, we will share information with our customers and the public on our websites, social media and/or by email.


  16. My mortgage is due for a renewal/should be paid within a few days/weeks. Can you guarantee that it will be processed in a timely fashion?

    Our teams are prioritizing customer requests and we are striving to process all requests as quickly as possible given the current situation. A member of our team will contact you to follow up on your file.


  17. Can I still access my available funds through ABMs?

    Yes, most of Laurentian Bank’s ABMs are operational and being supplied as usual. We also want you to know that we have increased the frequency with which our ABMs are cleaned during the COVID-19 pandemic.


  18. I do not have access to the Internet. How can I make my minimum payments?

    LBCDirect services are also available over the phone. You can also use your client card to conduct your transactions at Laurentian Bank and THE EXCHANGE® ABMs - at no additional cost. Both services are available 24/7. To find an ABM near you, consult the ABM locator.


  19. What can I do to best stay up-to-date with Laurentian Bank?

    Please ensure that you've provided up-to-date contact information, including your email address, so we can send you the latest updates. You can easily change your contact information under LBCDirect's "My profile" section or by dialing 1-800-252-1846.


  20. I worry about my investment portfolio. What can I do?

    We understand that you may be concerned about the current market situation and we recommend that you contact your advisor for guidance. As a financial professional, they will be able to review your investor profile and ensure that it aligns with your investment portfolio. Since each investor’s situation is unique, they will also be able to advise you on the best strategies to adopt. Book your telephone appointment.

    This article may interest you : "COVID-19 and market volatility - Risk or opportunity?"


  21. Are my assets with the Bank protected?

    Rest assured that your assets are well protected. The Bank is a member of the Canada Deposit Insurance Corporation (CDIC), which protects your insurable deposits. We remain a strong financial institution. For more information, visit https://bit.ly/2xKN7nZ.


  22. I think I’ve been a victim of fraud. What should I do?

    If you believe you have been a victim of fraud or phishing, please contact our Fraud Prevention Centre (514-284-7570 or 1-800-263-8980). Here how to spot a scam to avoid becoming a victim: https://bit.ly/2Qyig4O


  23. I have other questions on my Visa travel insurance, whom do I contact for more information?

    Medical emergencies: If you are abroad in a situation of medical emergency, please contact medical team and assistance specialists of the insurer by phone. The phone numbers to reach this service are generally at the bottom of your travel insurance distribution guide.

    Other questions: Please consult the information available on the website at http://canassistance.com/en/faq-covid-19/, including the FAQ updated regularly. You can also contact the customer service agents at 1-877-287-8334.


  24. Is it possible for me to use my LBC Visa credit card to make contactless (payWave) payments for grocery and pharmacy purchases of more than 100$?

    Yes, you can now use your Laurentian Bank Visa card to make contactless (payWave) payments for transactions of up to $250 in grocery stores and pharmacies only. However, contactless payment limits are also determined by merchants. This measure is being implemented temporarily to help our customers during the COVID-19 pandemic.


  25. I’m trying to reach the Telebanking Centre, but the wait times to speak to an agent are long and I haven’t been able to reach anyone. Is there another number I should be dialing?

    Our in-branch advisors are available to answer your questions. Please consult your branch opening hours to find out when advisory services are available.