Do you have a complaint?
Talk to us
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
Call our Claims Department at 1-855-209-9549 and ask to speak with a manager about your complaint.
If you’re unhappy about payments
Call our Billing Services Department at 1-800-619-5458 to speak with a representative about your complaint.
If your conversation didn’t resolve the issue, go to Step 2
Contact the Complaint Liaison Officer
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
Contact the OmbudService
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.