ComplaintsforDesjardins Insurance - Home & Auto

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/12/2023

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

  Customer response

  15/12/2023

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

  Business response

  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 response

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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,

   

*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. ↩