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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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Important notice to our policyholders

On June 14, 2019, the Laval police contacted Desjardins with information confirming that the personal information of 2.9 million members had been shared with individuals outside the organization. Only Desjardins caisse members are impacted by this situation. Learn more.

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Complaints

Desjardins Insurance 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 are committed to listening to you and working to address your concerns.

Do you have a complaint?

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If you’re unhappy about the service

The first person to speak to is your Desjardins Agent. Your agent works hard to make sure you’re happy with our products and services and they can often resolve issues quickly.

If you’re unhappy about a claim

Ask for the name and telephone number of your claims advisor’s manager so you can talk it over with them.

If you’re unhappy about payments

Contact our Billing Services Department toll-free at 1-800-619-5458.

If your conversation didn’t resolve the issue, go to Step 2

The Complaint Liaison Officer is responsible for investigating your concerns and sending you our final position in a written statement. Note that the process is different depending on the type of insurance product.

For home and auto insurance products

Write to the Complaint Liaison Officer for Certas Home and Auto and describe the situation.

Be sure to include your:

  • Full name
  • Address
  • Phone number
  • Policy and/or claim number

Send your complaint by email This link will launch your default e-mail software or by mail to:

Office of the Complaint Liaison Officer
Certas Home and Auto Insurance Company
333 First Commerce Drive
Aurora ON  L4G 8A4

If you have any questions, call the Office of the Complaint Liaison Office toll-free at 1-877-370-3276 or 905-750-4818. Fax: 905-750-4035.

The Complaint Liaison Office works with company sectors to facilitate responses to client complaints related to auto or property policies or claims for Certas Home and Auto Insurance Company within the Desjardins Agent Network.

For financial and life and health insurance products

If you have a complaint about a financial product, such as life and health insurance or retirement savings, contact the Dispute Resolution Officer for Desjardins Financial Security.

Fill out the Complaint Form (PDF, 171 KB) and send it by emailThis link will launch your default e-mail software or by mail to:

Dispute Resolution Officer
Desjardins Financial Security
200 rue des Commandeurs
Lévis QC  G6V 6R2

If you have any questions, call the Dispute Resolution Office toll-free at 1-866-838-7553 or visit Desjardins Life and Health Insurance complaints.

If you’re not happy with the outcome, go to Step 3

If our review didn’t resolve the issue to your satisfaction, contact the OmbudService that manages complaints for the type of insurance product.

For home and auto insurance products

If you’re not satisfied with the Complaint Liaison Officer’s final position, you can pursue this matter with the General Insurance OmbudService (GIO).

The GIO is an independent dispute resolution mechanism.

You can call the GIO toll-free at 1-877-225-0446 or visit their website for information on how to make a complaint.

For financial and life and health insurance products

If you’re not satisfied with the Dispute Resolution Officer’s final position, you can pursue this matter with the OmbudService for Life & Health Insurance (OLHI).

The OLHI is an independent dispute resolution mechanism. They will always offer you advice, but they won’t consider your complaint if you haven’t first tried to resolve the issue with Desjardins.

You can call OLHI toll-free at 1-888-295-8112 or visit their website to find out more about the OLHI complaints process.

About our complaints procedure

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 1-866-461-3222.

Or write to:

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

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