Todd O'Donnell Desjardins Insurance Agent

Disorganized insurance office with staff and client files.

On Sept 21 2018, I scheduled an appointment in the office for a meet and greet at 3pm to do things. To meet the individuals now handling my personal and commercial policies and to setup on their file, my authorization to make actions including changes and cancellations for the account. I brought in the authorized persons on the account expressing their consent in person for me to handle all matters and from there I started transfering all personal and commercial policies and updating files as needed. Our account was handled very promptly by Alex McFadden. He was a young new sort who promptly only wanted to serve client needs.

In the duration of 2018, I had no problem cancelling policies by email for two vehicles. I ran changes to the house insurance policy, I even removed OPCFs as needed.

In 2019, I learned Alex had left the location and so I was back to faceless and impersonal interactions with people I dont know. I was not even provided a new person specifically to handle my mstfer-no one even reached out to visit me in person, as I did when I started handling my insurance at this office.

On Aug 26, I did as I would with Alex, emailing to the office (unfortunately emailing everyone because most of the office was already on holiday for the long weekend and it appears those staffed were just the skeleton staffing). When I tried cancelling personal and commercial policies, as I would. I received a confirmation from Rebecca Warren expressing that she would cancel the said policies on the renewal date. The subsequent day she started calling and emailing the original folks on the policy-when I already had consent to handle all policies on Sept 21 2018. Further her colleagues would not allow me to cancel the policies.

I understand how frustrating it can be for an office to receive cancellations, but there are just more professional ways to handle policy cancellations, such as reading documentation made by their colleagues and not introducing obstacles for account changes and cancellations.

Again, I state this office is disorganized in client files and really it has become yet again a faceless interaction and experience -something I tried to avoid by meeting Alex McFadden and Todd's wife and dog. I do hope things improve at this office, a proper apology in person is suited for this oversight.