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Frequently asked questions

Find answers to your questions about billing and payments and your online account.

If you can’t find the information you’re looking for, contact your Desjardins Agent who will be happy to help.

Questions about your online account

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Go to the sign up page to create an account. Enter your email address and create a password. You’ll have access to your insurance policy information within 48 hours.

Once you’ve signed up, you can log in to manage your insurance. see your policy details, file a claim and sign up for the paper-free option. You can also use your account to let us know about changes, like a new car, a new driver or a change of address.

Go to the Log on page and select Forgot your password? We’ll send you an email with instructions on how to change your password.

For security reasons, each Desjardins Insurance online account is registered in one name, with one email address and one date of birth. As a policyholder, you can sign up to create your own online account.

Only policyholders can view their policy information online. You may be insured on a policy without being listed as a policyholder. Contact your Desjardins Agent to make sure that you are a policyholder on the policy.

Every policy has at least one policyholder—that’s the person or people in charge of the policy. If you’re a policyholder, you can make changes to your policy.

If you’re insured on a policy and not a policyholder, you’re not responsible for the policy and you can’t make changes.

In your online account, you’ll only see information for the policies where you are a policyholder.

If you want to make changes to your policy to add or remove a policyholder, speak to your Desjardins Agent.

Business accounts do not have online access at the present time, but there are plans to include them in the future.

No. The authorities don’t accept a printed copy of your insurance certificate as proof of insurance. To get a valid certificate of insurance, please contact your Desjardins Agent.

You can’t change agent in your online account. But please speak to your Desjardins Agent about transferring your insurance to an agent in your new area.

No. Please contact your Desjardins Agent if you want to change your coverage options.

Yes. Log in to your account. Choose your car insurance policy, and then select Add a Driver. Your request will be sent over to your Desjardins Agent's office for processing.

You can view your life insurance in your online account, but to make changes, please get in touch with your agent.

Questions about billing and online payments

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Log in to your account and go to the Payment section.

Please refer to your billing invoice or contact your Desjardins Agent for more information.

Depending on your insurance policies and products, the payee name will appear as Certas Home and Auto Ins. Co., Certas H&A / DFS or Desjardins Financial Security.

For car and home insurance, select Certas Home and Auto Inc. Co. and enter your 8-digit policy number in the space provided.

Pre-authorized payments are processed on the date you chose when you set up your plan. Generally, your account will be credited on the same business day. For more information about pre-authorized payments, speak to your Desjardins Agent.

Credit card payments are normally processed the same day.

Only policyholders can access their policy online. If you have questions about the names of the policyholders on your insurance, contact your Desjardins Agent.

It can take up to 3 business days for a payment made at your Desjardins Agent's office to show online. If you made the payment more than 3 days ago, please contact your Desjardins Agent's office.

To see the most recent payments in your account, select the policy number.

To see your payments, go to the Payment section. Depending on how you paid, it can take up to 3 business days for payments to be shown in your online account.

If you’re concerned about a payment or if you think there’s an error in your account, please contact your Desjardins Agent.

Please contact your Desjardins Agent if you have questions about your payments or renewal coverage. You’ll find your agent's phone number and email in your online account and on your invoice.

Who can I contact if I have other questions?

For questions about your policy, to make a claim or to get a quote, speak to your Desjardins Agent or call us at 1-877-659-1570.

If you need help with our website, with our online forms or with the Alert program, call our Technical Support Team at 1-844-238-6400.

At any time, you can send us a message via our secure online form.

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