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StateFarm Canada is now Desjardins Insurance

State Farm® Canada is now Desjardins Insurance and your local State Farm Agent will now be known as your Desjardins Agent.

Please visit desjardinsagents.com/change-from-state-farm-canada for more details.

Looking for the State Farm USA site? Visit it here: statefarm.com.

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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.

To contact a Complaint Liaison Officer, please send a fax to 1-905-750-4818 or 1-877-370-3276.

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.
Aurora, ON
L4G 8A4

Please be sure to include all relevant information including:

  • Your name
  • Address
  • 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.

You can call the GIO at 1-877-225-0446 or visit their website.

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.

You can call OLHI at 1-888-295-8112 or visit their website.

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.

You can also call them toll-free at 1-866-461-FCAC (3222) or 1-613-960-4666.

Or write to:

FCAC
427 Laurier Avenue West
6th Floor
Ottawa, ON
K1R 1B9

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