Complaints

This profile includes complaints for Desjardins Insurance - Home & Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Desjardins Insurance - Home & Auto

  333 First Commerce Dr Aurora, ON L4G 8A4

• 

  Desjardins Insurance - Home & Auto

  12 - 900 Jamieson Pkwy Cambridge, ON N3C 4N6

• 

  Desjardins Insurance - Home & Auto

  380 Eramosa Rd Unit 2 Guelph, ON N1E 6R2

• 

  Desjardins Insurance - Home & Auto

  PO Box 7065, Stn. A Mississauga, ON L5A 4K7

• 

  Desjardins Financial Security

  99 Wyse Rd Dartmouth, NS B3A 4S5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I am writing to file a complaint regarding the handling of my auto insurance claim with Desjardins and the associated repair process conducted by **** **** **** ****.
  
  In February 2025, I was involved in an accident where I hit a curb, causing the side curtain airbags to deploy and introducing a heavy vibration in my vehicle. Repairs were undertaken by **** **** beginning May 1, 2025. Despite initial assurances, the body shop failed to address the vibration issue, later identified by *** **** as originating from the rear differential, likely due to the accident.
  
  Key issues include:
  
  The body shop's failure to resolve the differential issue, leaving my vehicle improperly repaired.
  Desjardins’ refusal to authorize repairs or provide a rental car until a ***** inspection, scheduled for July 4, confirms accident-related damage, which places me at risk driving a potentially unsafe vehicle.
  Misinformation and lack of responsibility from both parties regarding the incomplete repairs.
  Provision of an inadequate economy rental vehicle, despite me insuring a higher-end model, contributing to a negative customer experience.
  Concerns over repair quality and safety due to faulty seatbelt sensor malfunctions post-repair.
  I believe this situation has been handled unprofessionally, resulting in unnecessary stress and safety risks. I am seeking BBB's assistance to ensure the responsible parties address these issues appropriately.
  
  I can provide a full written explanation of what exactly happened. There is just not enough character space here.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 25/06/2025

  Good Morning,

  We have reached out to our client to address his concerns. 

  Thank you.

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my insurance policy on the eighth of April 8 days into a new insurance cycle after having desjardian take out the full amount for the month of April. Which should have left an excess of 20 days of service not completed on my contract for a total of around $600. I would assume . I receive a letter in the mail today May 5 stating that because I canceled my policy they’re looking for 636 additional dollars For services not rendered. This is an absolute cash grab this ****** ******* insurance company. How can a company charge someone almost $1300 to cancel their policy because after some research, it was determined they were overcharging me on their policy..

  Business Response

  Date: 20/05/2025

  We've opened a complaint and have been in contact with the client, we will continue to follow up with him.

  regards 

• Initial Complaint

  Date:23/04/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m writing to file a formal complaint regarding your treatment of me after a traumatic accident on April 7, 2025. I was t-boned, knocked unconscious, and left with a concussion, neck/back injuries, and later diagnosed with a dangerous blood clot. This incident has had serious physical, emotional, and psychological impacts. I believe your company has ************* against me based on my mental health, neglected my medical condition, and failed to provide appropriate care.
  
  Despite being in visible distress, I was met with silence from ********* ****’s office and confusion from your adjuster ********* *******, who gave me incorrect rental information. I was denied a suitable vehicle for days, delaying my access to emergency care. I had to rely on my parents for transportation to get diagnosed with a concussion and neck/back injuries. Days later, I returned to ER with bruising and severe arm pain—diagnosed as a blood clot linked to the accident. I’m now on strong blood thinners, dealing with shortness of breath, heart palpitations, and high blood pressure.
  
  Despite this, your rehab coordinator, ****** **********, repeatedly called me during medical visits, failed to schedule proper calls, then accused me of avoidance. When I finally got through, I broke down emotionally explaining everything. She apologized, but the damage was done.
  
  Adding to my distress, Desjardins increased my premiums one week after the accident due to a tracker that was scheduled for install on the day of the crash. I also expressed the trauma of returning to my repaired vehicle, fearing for my safety and emotional well-being. Despite asking for a buyout or support replacing it, Desjardins dismissed my injuries and refused any resolution.

  Business Response

  Date: 29/04/2025

  Hello,

  We have contacted the client to review his
  complaint, and a final position letter has been sent to the customer.

  Sincerely,

  ******* *******

   

  Customer Answer

  Date: 29/04/2025

  
  Complaint Reference: ********

  I am formally rejecting Desjardins’ most recent response as it clearly demonstrates a continued lack of empathy, compassion, accountability, and understanding regarding the seriousness of the issues raised.
  The response failed to address the majority of the concerns outlined in the original complaint. Of the limited points acknowledged, the information provided was factually incorrect. To be clear, at no time has a final position letter—let alone an updated version—ever been issued to the claimant. This omission is not only misleading but further evidence of Desjardins’ failure to act in good faith.
  Desjardins has demonstrated a preference to dispute rather than to support. There has been a persistent refusal to acknowledge the organization’s documented errors and the direct harm these have caused. Despite being repeatedly informed of the claimant’s worsening mental and physical health—specifically distress, anxiety, depression, and panic attacks—Desjardins has failed to offer any meaningful assistance with home care, pain management, or a path toward resolution. This is not only ********* but a direct violation of the insurer's duty to act promptly and compassionately.
  We demand that Desjardins thoroughly review the original complaint in its entirety and provide a full and transparent response to each issue raised. The ongoing ************** treatment reflected in your handling of this file must be acknowledged and corrected without further delay.
  Failure to adequately respond and resolve this matter will escalate this file further.

  Business Response

  Date: 01/05/2025

  Hello, 

  The client was provided a final position letter on April 17, 2025. Based
  on the clients additional concerns, an amended final position letter was
  provided on May 1, 2025. Should the client still be dissatisfied, they have
  been provided their next available recourses outlined in the summary of the
  Complaint Handling Policy.   

  Sincerely

  ******* *******

  Customer Answer

  Date: 02/05/2025

  Re: Complaint No. ******** 

  To Whom It May Concern,
  This correspondence is submitted in response to the ongoing handling of Mr. ****’s claim and the continued failure of Desjardins to comply with its statutory and ethical obligations. The most recent communication from Desjardins is once again rejected, as it does not constitute a proper Final Position Letter. The document provided was submitted to the *** (******* ********* OmbudService), which subsequently rejected it on the basis that it does not meet the required standard for a Final Position Letter. It is, by their own assessment, merely a letter and not sufficient to trigger further ombudservice action.
  Moreover, Desjardins has consistently failed in its duty to provide services in a manner that reflects empathy, compassion, and a focus on rehabilitation. Rather than supporting Mr. ****’s recovery, Desjardins has imposed unnecessary procedural hurdles, which appear to be deliberately designed to cause psychological distress and dissuade Mr. **** from pursuing the benefits to which he is entitled. These actions have resulted in exacerbated anxiety, depression, and emotional suffering.
  Specifically:
  • Desjardins committed to reimbursing massage therapy expenses and subsequently reneged on this commitment without valid justification.
  • Desjardins arranged for cold calls from physiotherapy providers who are not authorized to treat motor vehicle accident (MVA) victims, thereby further confusing and complicating the process.
  • The assigned physiotherapy location is approximately 25 minutes away (each direction), which imposes undue financial and logistical hardship on Mr. ****, who is of limited income.
  • Desjardins failed to accommodate Mr. ****’s reasonable request for a female massage therapist and instead shifted the burden onto him.
  • The significant psychological trauma stemming from the motor vehicle accident—particularly involving the damaged vehicle—has not been adequately acknowledged or addressed. Despite repeated communication of symptoms including panic attacks, severe anxiety, and depressive episodes (including ******** ********), no meaningful support or accommodation has been offered.
  • A reasonable proposal was made to Desjardins for a one-time payment of $3,300 to assist with the early lease buyout of the accident vehicle, thereby enabling Mr. **** to acquire a new vehicle and mitigate ongoing trauma. This proposal has been ignored, even though it would relieve Desjardins of further obligations while allowing Mr. **** to begin rebuilding his life and mental health independently.
  Furthermore, both Mr. ******* ******* and Mr. ****** ****—senior representatives at Desjardins—have been made fully aware of these issues, including incidents where the assigned physiotherapist placed direct pressure on Mr. ****’s arm, despite the presence of a confirmed blood clot. Neither individual has taken appropriate action to remedy these serious matters. Their failure to act constitutes, at minimum, **********, and potentially rises to the level of willful disregard.
  To date, the numerous documented errors, mishandling of claims, and dismissive responses by Desjardins staff have compelled Mr. **** to contact a distress center due to the overwhelming psychological toll. *** ******* ********* ** ********** ******* ** *********** ********** ****** *** **************. It is unacceptable and must cease immediately.
  Desjardins must:
  • Issue a proper Final Position Letter without further delay.
  • Accept and implement the original proposal put forth by Mr. **** to resolve this matter.
  • Ensure all future interactions comply with applicable standards of care, ethics, and non-***************
  • Take immediate corrective action regarding the conduct of Mr. ******* and Mr. ****.
  Failure to act accordingly may result in the initiation of further legal proceedings and formal complaints to regulatory bodies, including but not limited to the Financial Services Regulatory Authority of Ontario (FSRA), the Canadian Human Rights Commission, and the appropriate ombudsman authorities.
  Mr. **** reserves all rights.

  
  

• Initial Complaint

  Date:16/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint about Desjardin's Home & Auto Insurance on **** ******** **** ************ ******** *** *** (**** ****** Location). To give you a bit of background, beginning of December I bought a 2024 ***** and I also own a 2007 ***** that I currently have a policy with, with Desjardin. Initially i was looking to see if it would be cheaper the ADD the *****, OR, just have the ***** BY ITSELF on the policy. Gurjeet (account manager) insisted that ADDING the ***** will be cheaper instead of having the vehicle by itself on the policy. Gurjeet and Jaid (both account managers) gave me a quote of $513\month. Firstly, the quote i was given was not what the actual premium was. Secondly, they deny giving me their quote of $513 but 2 separate people gave me this quote on their recorded phone calls. Therefore, due to them not being able to give me insurance for the price of $513, i insisted on cancelling all together with Desjardin. This was December 12th, now its December 16th and they still haven't cancelled my policy. Thirdly, they demand I pay $1172 for mid-policy cancellation, but my policy for the ***** renewed in October and the ***** was bought December 4th. I refuse to pay them that amount due to the fact that i did not agree to the amount im being charged, i didn't sign anything, i did not give permission or confirm anything. I don't even have a policy package stating my coverage and my pink slip. Not to mention their poor and unmannered customer service, I requested to speak to the manager since December 10th and i still haven't heard from him

  Business Response

  Date: 08/01/2025

  We
  have contacted the client to rectify the issue and have been able to
  accommodate their request. 

  Customer Answer

  Date: 08/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they were not able to “accommodate” me and I was forced to pay $141 after I was told I don’t owe anything. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 16/01/2025

  The client had been contacted and we have confirmed that she is not being charged anything but insurance premium owed for time on risk.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 10, 2023, in the morning, I was driving my vehicle home (********** ********* 2020). Suddenly, I noticed that the dashboard was indicating that the engine was overheating. I pulled off to the side of the road on the ****** exit and turned off the engine. My husband called ********** Service to come and tow the car to the ********** **** ****** garage in Ottawa.
  
  After almost a week, on the afternoon of November 16, 2023, Mr ******* *****, service manager, informed us that the engine blown up as a result of external shock (*********** ** *** ****** ********) and that I should contact my insurance company to report a collusion. I have submitted a claim (# ********) with Desjardins. After a week, Desjardins called us to tell us that they don't think the evidence provided by ********** garage are sufficient to cause the engine blow up. I am contacting you to get involved and help me to find a solution because the two companies (********** & Desjardins) are not agreeing and I don't know what to do. Desjardins says, the damage they see can't cause the engine blow up so, it is not collusion; while ********** says, the damage they see was caused by external damage so it is a collusion and I should deal with my insurance company. ( My police N# ********).
  
  Kind regards

  Business Response

  Date: 05/12/2023

  Thank you for your email. A representative from Desjardins will contact the client directly within the next 3 business days.

  Customer Answer

  Date: 15/12/2023

  
  
  Complaint: ********
  
  
  I have not heard back from the business.
  
  
  
  Sincerely,
  
  
  
  *********** ****** ***********

  Business Response

  Date: 18/12/2023

  Hello, contact was made and a recent discussion occurred on December 15 late afternoon with the named contact person on the claim. Please allow some additional time for a follow-up call.

  Customer Answer

  Date: 27/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Desjardins requested a pressure test to be done in order to locate a hole in rad. The result shows the hole in the rad. Desjardins is rejecting that. 
  
  
  
  Sincerely,
  
  
  
  *********** ****** ***********

  Business Response

  Date: 11/01/2024

  Upon receiving the client concerns via the BBB, we have been in contact with our client and are in the process of further investigating the matter. 

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Desjardins conditioned the collision claim to pressure test by the garage to confirm the existence of the Hole in the radiator. This condition was met by the garage with pictures and with the second inspection made by Desjardins upraisal agent. unfortunately, Desjardins has not responded regardless the proof of collision presented to them by the garage.
  
  
  
  Sincerely,
  
  
  
  *********** ****** ***********

  Business Response

  Date: 06/02/2024

  The client is correct saying that a second vehicle inspection was completed. At this time the claims department is completing their report based on the further investigation that was completed jointly with his dealership.

  My understanding is the report will be completed this week and his assigned claim advisor will be in contact with him to discuss the result and next steps.

  We trust the information respond to his inquiry and our involvement is complete and his claim advisor will be in the capacity to respond directly to his inquiry.

  Regards,

   

  Customer Answer

  Date: 09/02/2024

  Complaint: ********

  
  I am rejecting this response because: ** *** *** *** ** *** ******** *********, the dealership confirmed twice that there is a damage caused by external shock which created a hole in radiator and made engine to blow up. Desjardins tries to hide this evidence saying that there was a warning message before that impact. This totally a lies because we asked the dealership over the phone why we never received a warning message about the radiator and the dealership said : there is no censor on that part of the car to send a message and the impact as they inspected it seems like an external shock that hit the radiator while driving a caused this immediately. 

  we would like  to escalate this at higher level. 
  
  
  
  Sincerely,
  
  
  
  *********** ****** ***********

  Business Response

  Date: 01/03/2024

  *Without Prejudice*

  We thank you for allowing us to further review the insured concerns related to a reported claim incident and respond.

  The result of the first inspection at the client's dealership did not allow us to determine that the vehicular concerns were related to insurable loss in accordance with the Ontario Automobile Policy - (OAP-1) or any other reason including mechanical failure.  For that reason we requested of the client to have the repair facility of his choice and/or his dealership complete a pressure test to the radiator for further consideration.

  Furthermore, we recommended that all parties, the insurance appraiser, service advisor of the dealership, and the client be in attendance when preforming the additional vehicle re-inspections. It was a challenge to coordinate date and time to make such arrangement with all parties. Nevertheless the re-inspection(s) were completed.

  The results of the additional inspection concluded that certain components of the vehicle, radiator/engine cover/bumper, sustained a direct collision impact damaging those components to which coverage is extended to from the OAP-1 policy. 

  However, other mechanical concerns affecting the client's vehicle is outside the scope of insurance or excluded by the policy.

  Directive have been provided to the client in order to follow the remaining necessary steps to have the insurance portion repair related to the loss completed.

  We trust this respond to the concerns. 

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  ******** *** ******** ** *********** ******** **** **** *** ****** ********** **** *******
  
  *********** * *********** ***** ********** *** **** ** ******* ** ** *** ****** ** ** *** **** ********** *** *** ** ***** *** ******** ***** **** *** **** ** *** *** **** *** ****** ********* **** *** *** *** ** ***** ******
  
  *********** * *********** **** *** *********** ******* *** *** ** ********** ** ******* *** *** ** *** ****** ********* ** **** *** ******* *** ********

  Desjardins has provided 3 contradictory statements:
  
  First time, Desjardins denied the claim saying that this was mechanical failure. I would suggest you requesting the recording of this conversation. 
  Second time, Desjardins claimed that this would be a manufacture failure and we should see that with our garage. When the garage pushed back on this, Desjardins conditioned a pressure test to confirm a hole in the radiator and even made this a condition to move forward with claim (*** ********). I would suggest you requesting record of this conversation and listen yourself.
  Third time, when Desjardin received the result of the pressure Test with the hole, the requested more picture because the one sent did not show the hole and the impact (*** ********).
  Then the garage suggested them to send someone to go see the impact of the hole in the radiator. In addition, the garage confirmed that there was an impact which caused the engine to blow up (*** ********).
  Over the phone, Annie confirmed more than once that the result of pressure test was a condition to cover this claim but now she seems not even mentioning that because the test came out with a hole. Now, Annie is saying that the hole was small but was enlarge but the pressure test. I don’t understand all of this.

  With all of these proofs, we don’t understand how Desjardins can now change the story becoming our fault after failing to prove to the garage that this was a mechanical or manufacture failure? 

  Furthermore, Desjardins never recommended my presence there. They said, I quote " If I can be there while they will go to inspect the damage". We went there and the garage said they were not expecting us and scheduled another appointment which was again changed in the last minute. 

  When we called the garage to find out if they were able to show the damage to the Dejardins people, they said I quote " yes, we were able to show them what they were looking to see" and later on the garage says, " Desjardins people asked them what happened and to our understanding, the garage provided a completed false created story that we never told them. 

  
  
  Sincerely,
  
  
  
  *********** ****** ***********

  Business Response

  Date: 06/03/2024

   

  *Without Prejudice*

  We thank you for your response.  We are reviewing the situation and will respond directly to our customer or his representative.

  Regards,