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 has 31 locations, listed below.

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  Desjardins Insurance - Home & Auto

  333 First Commerce Dr Aurora, ON L4G 8A4

• 

  Desjardins Insurance - Home & Auto

  102 - 812 Britannia Rd W Mississauga, ON L5V 0A6

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  Desjardins Insurance - Home & Auto

  P.O. Box 7065, Station A Mississauga, ON L5A 4K7

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  Desjardins Insurance - Home & Auto

  P O Box 7065, Stn A Mississauga, ON L5A 4L1

• 

  Desjardins Insurance - Home & Auto

  3 Robert Speck Pkwy Mississauga, ON L4Z 3Z9

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: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.

  
  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.

  g 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,

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

   

  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.

  
  
  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,
  
  
  
  ***** ******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. 

  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.