Skip to main content
Get a quote
File a Claim

Customer Service & Problem Resolution

At TD Insurance, we're committed to providing the best possible 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. To assist you in reaching a resolution please follow these steps:

Step 1: Voice your complaint

Tell us about your complaint. Our leadership team will work with you and their team directly to attempt to resolve the concern. If it remains unresolved and you wish to escalate your concern, you will need to receive a final position from the team you're working with on the matter and at your request, they will escalate to our TD Insurance Customer Care Department directly.

For complaints relating to TD Insurance:

Home & Auto Insurance:

  • Phone: 1-866-361-2311

Small Business Insurance:

  • Phone: 1-855-724-2883

Home & Auto Claims:

  • Please contact your advisor directly by using their direct phone number or email

Life & Health:

  • Phone: 1-888-788-0839 Option #1

TD Protection Plans:

  • Phone: 1-888-983-7070

Travel Insurance:

  • For Sales & Policy Administration related complaints, please call our administrator CanAm Insurance Services (2018) Ltd. at 1-833-962-1143
  • For Claims related complaints, please call our administrator Global Excel Management Inc at 1-833-962-1140

For any travel insurance related complaint, your first step will be to communicate your complaint to our administrator:

  • Speak to one of the licensed representatives about your concern.
  • If a license representative cannot resolve your issue, it will be escalated to their supervisor to assist.

If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.

Step 2: Escalate your Complaint

Only once Step 1 is completed, you can escalate your complaint by one of two ways:

  1. By asking the individual you are dealing with at Step 1 to escalate on your behalf or
  2. Escalate the complaint directly with our TD Insurance Customer Care Team.

A TD Insurance Customer Care Manager will work with you to understand and review the problem, register the complaint with our office and provide you with a decision on the matter. Record keeping is done in accordance with TD Insurance internal guidelines. Here's how you can contact the department directly. Please note, they will not begin a review if Step 1 has not been completed:

Escalate your concern

Phone: 1-877-734-1288

Mail :
TD Insurance Customer Care Department
PO Box 1
TD Centre
Toronto, ON
M5K 1A2
Canada

Please be sure to include your full name, address, telephone number, policy, and/or claim number in all inquiries.

Step 3: Escalate in writing to the Senior Customer Complaints Office

If you have completed the first two steps outlined above, received a response in writing from a TD Insurance Customer Care Team Manager and your problem or concern still remains unresolved, you may contact the Senior Customer Complaints Office. The Senior Customer Complaints Office will review your concern and determine whether it falls within their mandate. If so, they will assign your matter to an investigator who will complete an impartial review of your concerns and provide you with their final recommendation.

Escalations to the Senior Customer Complaints Office must be made in writing. Please be sure to provide them with your contact information, details of your concerns, and your proposed resolution. You can send your complaint to:

Email: td.scco@td.com

Mail:
Attn: Senior Customer Complaints Office
P.O. Box 1
Toronto-Dominion Centre
Toronto, Ontario
M5K 1A2

If you have questions about the Senior Customer Complaints Office's process, or require assistance in escalating your complaint you can reach them at 1-888-361-0319 or visit their website for more information: https://www.td.com/to-our-customers/scco.jsp

Step 4: Escalation outside of TD Insurance

If you are not satisfied with the outcome you've received with SCCO’s final position letter, you may escalate your concerns further using the options below: 

Contact for home, auto, and small business insurance complaints:
General Insurance OmbudService (GIO)
Phone:
1-877-225-0446 (toll free)

Fax:
416-299-4261

Mail:
4711 Yonge Street
10th Floor
Toronto, ON M2N 6K8

Website:
www.giocanada.org

OmbudService for Life & Health Insurance (OLHI)

Phone:
416-777-9002
1-888-295-8112 (toll free)

Fax:
416-777-9750

Mail:
20 Adelaide St. East, Suite 802
P.O. Box 29
Toronto, Ontario M5C 2T6

Website:
www.olhi.ca

Autorité des marchés financiers (AMF)

Phone:
514-395-0337 / 1-877-525-0337 (toll free)

Fax:
1-877-285-4378

Mail:
Direction des plaintes et de l’indemnisation
800 Square Victoria, 22th Floor
C.P. 246, Tour de la Bourse
Montreal (Quebec) H4Z 1G3

Website:
www.lautorite.qc.ca



If you reside in Saskatchewan: Financial and Consumer Affairs Authority
Suite 601, 1919 Saskatchewan Drive
Regina, Saskatchewan S4P 4H2
Tel: (306)787-5645
Fax: (306)787-5899
Email: fcaa@gov.sk.ca

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
 

If you have a problem with a financial product or service, you may file a complaint with TD Insurance. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body:
 

Contact for home, auto, and small business insurance:

General Insurance OmbudService (GIO)
4711 Yonge Street, 10th Floor Toronto, Ontario M2N 6K8
Phone: 1-877-225-0446 (toll free)
Fax: 416-299-4261
Website: www.giocanada.org

Contact for life and health complaints:

Ombud Service 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)
Fax: 416-777-9750
Website: www.olhi.ca

 

If you want to know your rights or need information about TD Insurance’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.

Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2