TD Insurance's commitment to Accessibility

Customer Service

TD Insurance is committed to making sure people with disabilities have access to all products and services in a timely manner.

The TD Canadian Accessibility policy (‘the Policy’) explains what people with disabilities can expect from us. It aligns with TD’s vision to deliver uniquely comfortable customer experiences.

The Policy applies (in Canada) in conjunction with existing policies that affect the delivery of products and services by employees, contractors, volunteers, and others who interact with customers, shareholders and others on behalf of TD Insurance.

Assistive device

We are committed to serving people with disabilities who use assistive devices to obtain or use our products and services.

We will ensure that employees know what assistive devices are available and how to access information about assistive technologies.

Use of service animals and support persons

People with disabilities may bring a service animal onto public TD Insurance premises. TD Insurance will provide training for all employees, contractors, volunteers, and others who represent TD in how to interact with people with disabilities who are accompanied by a service animal.

Any person with a disability who is accompanied by a support person will be allowed to enter TD Insurance premises that are open to the public with his or her support person. At no time will a person with a disability be prevented from accessing his or her support person while on TD Insurance premises.

In situations where TD Insurance has obligations under privacy laws or has issues of confidentiality, a support person may be requested to agree to requirements of service just as the person with a disability does.

When support persons are required (e.g., sign language interpreters, attendants) for meetings, consultations or events, we will work together with the person with the disability to meet their needs.

Communicating with our customers

We are committed to communicating with people with disabilities in ways that take into account their disability. We will communicate in ways that enable people with disabilities to understand how to access and use TD products and services.

Employees will be educated on how to communicate with people that have various types of disabilities.

Feedback process

We welcome feedback on how we’re doing in the delivery of our products and services from all of our customers, including those with disabilities.

TD Insurance will use our standard feedback processes to receive feedback under this Policy.

Feedback/responses will be in a format that is accessible to the customer. Call: 1-800-338-0218 Text: TDHELP (834357)

(Standard message and data rates may apply)

Accessible Formats

At TD Insurance we are committed to providing customers with the choice of document format that best suits the customer’s need.

On request, customers can receive documentation in formats designed for the visually impaired. These alternative formats include but are not limited to, Braille, Large Format and Audio Recording.

Since all requests are handled manually, TDI will record the format preference and send any future documentation or communication in the format desired on a best effort basis.

Temporary disruptions

In the event of a planned or unexpected disruption in facilities or services, we will provide information about the reason for the disruption, how long it is expected to last, and a description of any alternative facilities or services available (where applicable).


TD Insurance will provide accessibility training focused on the provision of products and services to staff that provide products and services to our customers. Training will also be provided to employees involved in the development of policies, practices and procedures regarding the provision of products and services.

Training will be provided to each person as soon as possible after he or she is assigned applicable duties.

TDI Accessibility Policy (.pdf)

TD Bank's Canadian Accessibility Plan (.pdf)

TD Insurance's Multi-Year Accessibility Plan (.pdf)