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Complaints process

We do our utmost to ensure your complete satisfaction. However, if you think we can do better, let us know.

Here are the steps to making a complaint or a comment:

Step 1

Talk to us

First contact a representative from the department involved to review the situation. For example, Sales and Services, Claims or Billing. The representative will address your concerns. Our goal is to give you the information and assistance you need to resolve the situation.

Client Complaint Management Centre

If your concern is not resolved to your satisfaction after speaking with our representative, ask to speak with a Complaint Management Advisor who will carry out a thorough analysis of your file and address any other concerns you may have.

The easiest way to get in touch with the Client Complaint Management Centre is through our Contact Us form or via your Online Services account. We'll forward your request to the right person and get back to you quickly.

Other ways to contact the Client Complaint Management Centre:

By phone
Monday to Friday: 8 a.m. to 5 p.m. (Eastern Time)

By fax

By mail
Client Complaint Management Centre
Desjardins Insurance
P.O. Box 7065, Station A
Mississauga ON  L5A 4K7

Step 2

Contact the Complaint Liaison Office

If your complaint is not resolved after speaking with the Complaint Management Advisor at Step 1, you can file a complaint with the Complaint Liaison Office (CLO).

When you submit a complaint to the CLO, they will get in touch with you to understand the situation. The CLO conducts a thorough review of your file and then contacts you to explain their conclusion.

Ways to contact the Complaint Liaison Office:

By email
Write to us at

By phone

By fax

By mail
Complaint Liaison Office
Desjardins Insurance
P.O. Box 7065, Station A
Mississauga ON  L5A 4K7

Step 3

Contact the General Insurance OmbudService

If our review didn't resolve the issue to your satisfaction or if you're not satisfied with the Complaint Liaison Officer's final position, you can get in touch with the General Insurance OmbudService.

The General Insurance OmbudService (GIO):

  • Is an independent dispute resolution service
  • Hears both parties and conducts an impartial analysis of the complaint

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

To submit a complaint through GIO, fill out the complaint form on their website. Under the Insurance Company Name, choose Certas Direct Insurance Company.

You can also write to GIO at:

General Insurance OmbudService
4711 Yonge Street, 10th Floor
Toronto, ON M2N 6K8

Contact the Desjardins Group Ombudsman

If you're not happy with how Desjardins Insurance handled your complaint, you can write to the Desjardins Group Ombudsman.

The Desjardins Group Ombudsman:

  • Reviews unresolved complaints after steps 1 and 2 above have been completed
  • Completes an analysis of the complaint documentation to make sure we have complied with the contract and complaint handling protocol
  • Makes recommendations to improve Desjardins products and services

Write to the Desjardins Group Ombudsman describing your complaint and include your policy number and any claim number:

Desjardins Group Ombudsman
P.O. Box 7, Desjardins Station
Montreal, Quebec  H5B 1B2

Toll-free:1-866-866-7000, ext. 5557793
Fax: 514-281-7855

About our complaint 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, visit the FCAC website.
You can also call them toll-free at 1-866-461-3222.
Or write to:
427 Laurier Avenue West, 6th Floor
Ottawa, ON  K1R 1B9

Only the persons responsible for processing complaint files can consult the files via our systems.