Our people, our purpose and our commitments.
Learn more about TD Insurance
Who we are
What we do
Environmental & Social Commitments
TD Insurance is part of the TD Bank Group, one of Canada’s largest financial services organizations. We work in two sectors: general insurance and life and health insurance.
We’ve earned our place as the largest direct-response home and auto insurance group and one of the top three personal home and auto insurance groups in Canada. We’re also the national leader in critical illness insurance and a pioneer in affinity marketing, where we work jointly with groups to market insurance to their members.
As part of our ongoing commitment to helping you make informed property and casualty insurance choices, we at TD Insurance put together an insurance disclosure document on our compensation to duly licensed and fixed salaried representatives.
President & CEO, TD Insurance
As the President and CEO, James is responsible for leading TD Insurance (TDI), the largest direct-to-consumer insurer in Canada providing Property & Casualty Insurance and Life & Health Insurance.
With more than 25 years of experience in the insurance industry, James joined TD Insurance in 2014 and, since then, has been an integral member of the Insurance Senior Executive Committee and one of its central members leading the organization's customer-centric innovation and service strategy. He has led the turnaround of the General Insurance business, helped modernize the organization's legacy infrastructure, supported TDI's digital marketing expansion and led the roll-out of the insurer's largest and most complex transformational project.
As a long-time proud supporter of inclusivity and diversity in the workplace, James currently sits as Chair of the TD Insurance Inclusion and Diversity Council and is focused on strengthening TDI's commitment to diverse talent and building a culture where everyone can have the opportunity to reach their full potential. He is also actively involved in the TD's annual United Way campaign, serving as the High Value Gift Co-Chair for TD Insurance.
James holds a Bachelor of Mathematics Degree from the University of Waterloo. He is a Fellow of the Casualty Actuarial Society and Fellow of the Canadian Institute of Actuaries.
*TD Insurance refers to the following personal lines insurance companies: Security National Insurance Company, Primmum Insurance Company, TD General Insurance Company and TD Home and Auto Insurance Company, all of which are subsidiaries of the Toronto Dominion Bank.
"Largest direct-response home & car insurance group"
We are committed to helping Canadians choose insurance products that best suit their needs to assist in achieving their financial goals. This means helping people:
- Discover insurance solutions that fit their life
- In times of crisis by making the claims process easier
- Make well-informed decisions by providing sound, commission-free advice on their insurance options
We stand out in the market by hiring top professionals who always look for ways to save our customers money, so they can find the coverage they need for the price they can afford.
Code of Consumer Rights and Responsibilities
TD Insurance supports the Insurance Bureau of Canada’s (IBC) Code of Consumer Rights and Responsibilities. Visit the IBC website to learn more
"Quality insurance products require quality advice "
Building Tomorrow Together
At TD Insurance, we're committed to driving progress on critical Environmental, Social and Governance (ESG) issues to help enrich the lives of our customers, colleagues, and the communities we serve.
"ESG principles are central to our mission at TD Insurance. While developing affordable, accessible products we're working with partners across the country to address climate change issues and increase resilience in the communities we serve.
Delivering on these commitments requires a team that is inclusive, diverse, and welcoming. That's why we're investing in our people and developing a culture of care across our organization."
James Russell, President and CEO, TD Insurance
We're helping our customers better understand the risks associated with climate change and helping them increase their resilience to extreme weather events. Changing how we operate to support a more vibrant planet remains a top priority.
- In 2019, we became the first Canadian insurance company to establish an Advisory Board on Climate Change.
- We're signatories to the United Nations Principles for Sustainable Insurance, and have embedded their principles in our purpose, vision and strategy.
- By offering paperless communications, digital pink cards and electronic fund transfers, we're on track to reduce paper consumption by approximately 30% from 2020.
We're committed to affordable, easy to understand insurance products that meet Canadians' needs.
- We partner with external organizations to create programs that help people better understand and choose the coverage that's right for them.
- We're making changes to our policies to better address our customers' needs, and extend coverage to those who need it most.
At TD Insurance, we're helping colleagues stay informed and providing the opportunity to participate in ESG efforts.
- We welcome ideas from colleagues across the organization on how we can advance our ESG efforts and encourage volunteerism.
- As hosts of a global innovation challenge, we invite students to create and share their ideas to address issues affecting our customers.
Our Principles for Sustainable Insurance Disclosures
TD Commits to Ambitious Climate Action Plan and Targets Net-Zero Emissions by 2050
TD is committed to a global climate action plan, targeting net-zero emissions from operations and financing activities.
TD Insurance creates Advisory Board on Climate Change
TD Insurance established its Advisory Board on Climate Change, a first for the Canadian insurance industry.
At TD Insurance, we’re committed to providing the best customer experience. If you have a concern about TD Insurance or the service you have received, we want to work with you to resolve it as efficiently as possible.
If a problem cannot be resolved immediately, the following steps are taken to ensure it is fixed as quickly and fairly as possible.
Step 1: Problem is presented to the Manager
The Manager will attempt to resolve the problem. If the problem remains unresolved and you wish to pursue it, the matter will be escalated to the TD Insurance Customer Care Department.
Step 2: Problem is referred to TD Insurance Customer Care
A TD Insurance Customer Care Manager will work with you to understand the problem. The TD Insurance Customer Care Manager will provide you with the decision on the matter. You may contact the TD Insurance Customer Care Department directly by phone, mail or email using the contact information provided below:
TD Insurance Customer Care Department
PO Box 1
Please be sure to include your full name, address, telephone number, policy, and/or claim number in all inquiries.
Step 3: Contact the Senior Customer Complaints Office
If your problem or concern still remains unresolved, you may contact the Senior Customer Complaints Office. The Senior Customer Complaints Office is dedicated to resolving disputes fairly and professionally.
If the Senior Customer Complaints Office determines that your concern has not been addressed by a TD Insurance Customer Care Manager, as outlined in Step 2, the Senior Customer Complaints Office may direct your problem to the appropriate business area for investigation and response.
If you have completed the first two steps of the complaint resolution process as outlined above and have received a response in writing from a Manager in the TD Insurance Customer Care Department, the Senior Customer Complaints Office will then review your concerns to determine if they fall within its mandate. If your concerns fall within the mandate of the Senior Customer Complaints Office, it will assign your matter to an investigator who will complete an independent review of your concerns and provide you with their final recommendation in writing.
You may contact the Senior Customer Complaints Office by:
1-888-361-0319 (toll free)
1-866-891-2410 (toll free)
Senior Customer Complaints Office
P.O. Box 1
Step 4: If your problem or concern remains unsatisfied after you have received the Senior Customer Complaints Office's final position letter you may contact the appropriate Ombuds Service:
Contact for home and auto complaints:
General Insurance OmbudService (GIO)
4711 Yonge Street, 10th Floor
Toronto, Ontario M2N 6K8
Phone: 1-877-225-0446 (toll free)
Contact for life and health complaints:
OmbudService for Life & Health Insurance (OLHI)
20 Adelaide Street East, Suite 802
P.O. Box 29
Toronto, Ontario M5C 2T6
Phone: 1-888-295-8112 (toll free)
Autorité des marchés financiers (AMF)
1-877-525-0337 (toll free)
Direction des plaintes et de l’indemnisation
800 Square Victoria, 22th Floor
C.P. 246, Tour de la Bourse
Montreal (Quebec) H4Z 1G3
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws.
The FCAC also helps educate consumers, and monitors industry codes of conduct and public commitments designed to protect the interests of consumers. At TD Insurance, we comply with consumer laws that protect you in various ways. For example, we will provide you with information about our complaint-handling procedures.
If you have a complaint regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you can contact the FCAC in writing at:
Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
The FCAC can also be contacted by telephone at 1-866-461-3222 (en français 1-866-461-2232)
For more information about the FCAC, please visit www.fcac-acfc.gc.ca
Please note: The FCAC does not become involved in matters of redress or compensation – all requests for redress from TD Insurance must follow the problem resolution process available in this site.
"We’re dedicated to resolving problems quickly and fairly."
***Update on Distribution Structure for Ontario effective as of May 9th 2020 ***
As of May 9th, 2020, our existing Distributor, TD Insurance Direct Agency Inc., will be replacing our broker Meloche Monnex Financial Services Inc. for all Ontario Professional and alumni Affinity customers who have policies with Security National insurance Company, bringing all Ontario customers under one Distributor. This means that the same Advisors, previously licensed as brokers, will continue to service our customers, but will do so as licensed agents under our Direct Insurer model. This change reflects our ongoing focus on simplifying the way we do business with our customers and supports our efforts to continuously improve your experience.