Complaints

We're committed to providing quality service that meets your expectations. By sharing your comments, suggestions or dissatisfaction, you help us to better understand your needs and improve the quality of service for our members and clients.

STEP 1 – Talk to a Desjardins Insurance employee or manager

If you're not satisfied with a product or service, we invite you to first contact a Desjardins Insurance employee or manager or Desjardins Insurance customer service.

Desjardins Insurance will examine your issue and attempt to resolve it quickly.

STEP 2 – File a formal complaint

If you're unhappy with the results of Desjardins Insurance's review, you can file a complaint with the Complaint handling team by mail or fax:

Complaint handling team
Desjardins Financial Security
100, rue des Commandeurs
Lévis, Québec
G6V 6R2
Fax: 418-833-5985 or 1-877-833-5985

Your complaint must include a description of the misconduct, the harm suffered, and the corrective measures requested.

However, if you don't wish to submit a written complaint, you can ask Desjardins Insurance to forward your complaint to our team or contact one of our advisors at 418-838-8185 or 1-877-838-8185.

Learn more about our complaint handling procedure (PDF, 99 KB) Opens in a new window.

STEP 3 – Other resources

Several resources are available if you need additional information or if you're still not satisfied with the handling your complaint or its outcome.

For example, you can request a review of your complaint file from the Desjardins Group Ombudsman or use an independent dispute resolution service, such as the services offered by the Autorité des marchés financiers or the OmbudService for Life and Health Insurance.

Available resources:

Desjardins Group Ombudsman

Telephone: 514-281-7793 This link will launch your default phone software. or 1-866-866-7000 This link will launch your default phone software. (toll-free), ext. 5557793

External resources – insurance products, guaranteed investment funds and annuities (federal)