Filing a complaint
Desjardins Insurance’s agents and employees all share the same commitment to our policyholders: a foundation of shared values, quality service and relationships, mutual trust and integrity.
Occasionally however, something can go wrong. There may be a misunderstanding or you may feel that you have been dealt with unfairly. We pledge to listen to you and we will work to address each of your concerns.
If you have questions or concerns about the service you have received, please talk to your Desjardins Agent. They can often resolve issues quickly.
Talking it over
If your concern is specifically related to a claim, you can ask for the name and telephone number of your claim advisor’s manager.
If your concern is related to an underwriting, rating or payment issue, you may ask for the name and telephone number of the respective underwriting manager.
If you are not satisfied with the answers you have received, you may submit your concerns in writing to the Complaint Liaison Officer at the address listed below.
Complaint Liaison Officer
The Complaint Liaison Officer is responsible for making sure your concerns are investigated and that you are sent a written statement of our final position.
Or write to:
Office of the Complaint Liaison Officer
Certas Home and Auto Insurance Company
Desjardins Financial Security Life Assurance Company
333 First Commerce Dr.
Please be sure to include all relevant information including:
- Your name
- Phone number
- Policy and/or claim number
General Insurance OmbudService (GIO)
If you are not satisfied with our final position and your concerns are related to property or liability insurance (home, automobile, liability, etc.), you can pursue this matter with the General Insurance OmbudService (GIO). The GIO is an independent dispute resolution mechanism.
OmbudService for Life & Health Insurance
If you are not satisfied with our final position and your concerns are related to life or health insurance, you can pursue this matter with the OmbudService for Life & Health Insurance (OLHI). OLHI is an independent dispute resolution mechanism.
Financial Consumer Agency of Canada
We have filed this complaint procedure with the Financial Consumer Agency of Canada (FCAC). The FCAC is a Canada-wide, independent government body that regulates consumer provisions relating to financial services, including insurance.
If you have a complaint regarding this complaint handling procedure or a specific consumer provision, you may raise these concerns with the FCAC.
The FCAC can also provide tips on how to make a complaint. Please note however that they do not get involved in individual disputes.
For more information on the FCAC, visit their website.
Or write to:
427 Laurier Avenue West