FAQ - Complaints

A complaint is usually filed for one of the 3 reasons below:

• Dissatisfaction with Desjardins Insurance or one of its representatives or employees
• Reporting real or potential harm that you suffered or may have suffered as a client
• A request for corrective measures

The Complaint handling team is an independent authority within the company. The team examines complaints submitted by members and clients in an impartial manner and by taking all relevant facts into account. They only become involved if the customer service team concerned by the complaint has already had the opportunity to deal with it.

No. The first group to deal with your dissatisfaction is the customer service team of the sector associated with the complaint. You can find the customer service phone numbers in the documentation we send you with your insurance policies and savings plans or on the Complaints page.

It's the quickest and easiest way to solve your problem. Our customer service teams have all the information needed to answer your questions. They also have the necessary expertise to look into things more closely or review your file.

1. The Complaint handling team starts by trying to understand both the client and the business sector's points of view.
2. They then review all the documentation related to the complaint.
3. They take into account all applicable laws and regulations as well as sector and industry practices.
4. Finally, the team takes into consideration the basics of good customer service in the business sector and industry.

1. You'll receive confirmation within 10 calendar days of receipt.
2. A final response including our findings and decision will be sent to you within 90 calendar days following receipt of your complaint.

No. Lodging a complaint with the Complaint handling team won't make you lose any of your legal rights. If you're not satisfied with the team's decision, you can take legal action against Desjardins Insurance.

However, filing a complaint with the Complaint handling team does not extend the deadline for filing a civil suit.

The Complaint handling team examines complaints that deal with products or services offered by Desjardins Insurance or its subsidiaries, namely Desjardins Financial Security Investments Inc., SFL Investments and Assistel.

The Complaint handling team can also get involved when a complaint is filed against a representative who works for Desjardins Insurance. However, independent representatives authorized to sell Desjardins Insurance products or services are fully responsible for their own business activities.

If you're not satisfied with the Complaint handling team's examination of your complaint or its outcome, you can contact one of the following organizations:

• The Desjardins Group Ombudsman
• The OmbudService for Life and Health Insurance
• The appropriate regulatory or disciplinary bodies

For a list of these regulatory or disciplinary bodies, refer to the Consumer information section of the site.

Yes. You can report a dissatisfaction or file a complaint for someone else (spouse, parent, member of your union, etc.). However, the person you're representing must first provide written authorization for Desjardins Insurance to share personal information about them with you. They'll need to sign a specific consent form.