As forward-thinking, responsible firms, Desjardins Financial Security and its subsidiaries want to provide each and every client with the utmost in customer service. If you are dissatisfied with any of our products or services, please inform us of that fact. Just follow the steps below.
Step 1: First, Ask for an Explanation
In most cases, a simple phone call is all it takes!
Call the individual or financial institution that sold you the insurance or annuity. (Consult the literature you received when you purchased the product for the phone numbers in question.)
OR
Call Desjardins Financial Security at 1-866-838-7553.
An operator will forward your call to the appropriate customer-service sector.
Step 2: Request a Review
If you are not satisfied with the explanations provided in Step 1, have the customer-service department concerned review your file. Below are the phone numbers for each type of product.
Group Insurance
(provided by an employer, an association, etc.)
Quebec City Area: (418) 838-7843
Montreal Area: (514) 285-7843
Other Areas: 1-800-463-7843
Individual Life and Health Insurance
(sold by a Desjardins Financial Security Independent Network associate, an independent representative, or a broker)
Montreal Area: (514) 285-3000
Toronto Area: (416) 926-2699
Quebec and New Brunswick: 1-888-558-5525
Other Provinces: 1-800-278-0669
(sold by a financial security advisor from your caisse)
Quebec Only: 1-866-608-4746
AssurFinance for Institutions and AssurDirect
(sold in a Desjardins caisse or other financial institution (without the services of a representative) or via the Internet, or offered in conjunction with a credit card)
Loan Insurance: 1-866-838-7585
Credit Balance Insurance and Credit Line Insurance: 1-866-838-7585
Savings-Life Insurance: 1 866 838-7585
Life 50+ Insurance, Accirance and Travel Insurance: 1-866-838-7585
Group Retirement Savings
(group RRSPs, pension plans, etc.)
All areas: 1-800-968-3587
Individual Savings and Annuities
(individual RRSPs, lifetime annuities, etc.)
Quebec: 1 877 647-5435
Other Provinces: 1-800-278-0669
Segregated Funds
Toronto Area: (416) 926-2963
Other Areas: 1-888-729-3422
Mutual Funds
Quebec: 1-877-647-5435
Other Provinces: 1-888-647-5357
Step 3: File a Complaint
If you find the review of your problem unsatisfactory, you may file a formal complaint with Desjardins Financial Security's Dispute Resolution Officer, by writing to the following address:
Dispute Resolution Officer
Desjardins Financial Security
200 rue des Commandeurs
Levis, Quebec G6V 6R2
The role of the Dispute Resolution Officer is to assess the merits of the company's decisions and practices when customers feel they have not received the service to which they are entitled.
If you need more information or assistance in filing your complaint, you can contact the Officer or his staff by calling
1-877-828-7800, ext. 7662, or via e-mail at disputeofficer@dfs.ca.
If you want to file a complaint, use the form below.
Complaint Form
3 pages - 225 kb
Step 4: Other Options
If you are not satisfied with how your complaint is handled, there are three other options open to you:
- The Ombudsman of the Desjardins Group is the "last resort" for complaints concerning the Group (of which Desjardins Financial Security is a subsidiary). To contact the Ombudsman directly, call 1-866-448-6886, ext.7434.
- You can also contact the Canadian Life and Health Insurance Ombudservice. This independent organization offers several services for the resolution of disputes. For more information, call 1-888-295-8112.
- If you are a Quebec resident, you can also ask Desjardins Financial Security's Dispute Resolution Officer to forward your complaint to the Autorité des marchés financiers. The Autorité, which regulates Quebec's financial sector, will examine your complaint and, if it sees fit, suggest the services of a mediator.
- If your complaint involves a mutual fund sold by a representative of Desjardins Financial Security Investments Inc.you can also contact the Mutual Fund Dealers Association of Canada at 1-888-466-6332.
Helpful Hints
- Make sure you have all the documents and information required to provide a detailed explanation of the problem (account statements, names of employees concerned, relevant dates, etc.).
- Write down the names of the individuals with whom you have spoken, and the dates of your conversations. Take notes on what was said.
- Include your name, address and telephone number in any correspondence.
Do you Want to Express Dissatisfaction or File a Complaint for Another Person?
You may express dissatisfaction or file a complaint for another person (e.g.: a spouse, a parent, a member of your union, etc.). However, the other person must first authorize, in writing, Desjardins Financial Security to disclose his or her personal information to you. The relevant form, entitled Authorization for the Collection and Release of Personal Information to Third Parties, can be found below.
Authorization for the Collection and Release of Personal Information to Third Parties
1 page - 112 kb
Answer to your Questions
To supplement that information, we prepared this document which consolidates the questions frequently asked about the problems and complaints.
Answer to Your Questions
2 pages - 62,2 kb
Consumer Information
The Desjardins Financial Security website provides a wealth of information about life and health insurance products and services, including segregated funds and certain investment products. Additional information about insurance industry regulations and practices can be found at the following websites. Note that some sites are specific to your province of residence.
Canadian Life and Health Insurance Association Inc. (CLHIA)
Canadian Life and Health Insurance OmbudService (CLHIO)
Regulatory Bodies
Compensation Funds