Customer Service & Problem Resolution
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 and will register the complaint with our office. The TD Insurance Customer Care Manager will provide you with the decision on the matter. Record keeping is done in accordance with TD Insurance internal guidelines. 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 TD Ombudsman
If your problem or concern still remains unresolved, you may contact the TD Ombudsman. The TD Ombudsman is dedicated to resolving disputes fairly and professionally.
If the TD Ombudsman determines that your concern has not been addressed by a TD Insurance Customer Care Manager, as outlined in Step 2, the TD Ombudsman 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 TD Ombudsman will then review your concerns to determine if they fall within its mandate. If your concerns fall within the mandate of the TD Ombudsman, 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 TD Ombudsman by:
1-888-361-0319 (toll free)
1-866-891-2410 (toll free)
P.O. Box 1
Step 4: If your problem or concern remains unsatisfied after you have received the ombudsman’s final position letter you may contact the appropriate Ombuds Service:
Contact for home and auto complaints:
General Insurance OmbudService (GIO)
1-877-225-0446 (toll free)
10 Milner Business Court, Suite 701
Toronto, Ontario M1B 3C6
OmbudService for Life & Health Insurance (OLHI)
1-888-295-8112 (toll free)
401 Bay Street, Suite 1507
P.O. Box 7
Toronto, Ontario M5H 2Y4
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."