Frequently Asked Questions About Car Claims

Do I have to file a Claim?
Do I Need A Police Report to File a Claim?
How Do I Start A Claim?
How Long Do I Have to File A Claim?
If I Make A Claim, Will My Premium Increase?
How Do You Determine 'Fault' For an Accident?
Can I Settle Damages or Liability Without Using My Insurance?
How Will TD Insurance Handle My Claim?
Once I file a claim, when will I hear from TD Insurance?
How Can I Check the Status of My Claim?
When Will My Insurance Claim Be Paid Out?
Should I report my accident to a Collision Reporting Centre?
I Already Have an Existing Claim. How Do I Reach My Advisor?
What Information Do I Need from The Other Driver If I’m Involved in An Accident?
Someone Has Just Hit My Car and Fled the Scene, What Should I Do?
What Do I Do If My Car Is Involved in An Accident and It’s After Hours?
What Should I Do If I Get into An Accident in A Different Province/Territory Than Where I’m Licensed? Am I Covered?
What do I do if my car can't be driven after an accident?
Does My Insurance Policy Cover Towing or Roadside Assistance?
May I Choose Which Doctor to Consult After an Accident?
What Are My Options for Repairing My Car?
Can I Walk into A TD Insurance Auto Centre Without an Appointment?
Can I Repair My Car Before I Get in touch with TD Insurance?
How Long Do Repairs Take?
What Can I Expect During the Car Repair Process?
How does TD Insurance's guarantee apply to my repairs?
If My Car Was Damaged and It Wasn’t My Fault, Do I Have to Pay for The Repairs?
Will Repairs Affect My Warranty?
Does My Insurance Cover Windshield Repair or Broken Glass?
Are Repairs Covered If I’m The Victim of a Hit-And-Run?
What Happens If My Car Cannot be Repaired and Needs to be Replaced?
Is There Anything I Can Do If My Car Has Been Stolen?
If I lend my vehicle to a friend, family member, or any person not listed on my policy and an accident occurs, am I covered?
Am I Protected Against Damages Caused by Fire?
Are There Situations Where I Won’t Have to Pay the Deductible
How Do I Pay My Deductible?


Do I have to file a Claim?

You must report any 'incidents' involving the drivers or vehicles listed on your policy to your insurance company. The Statutory/General conditions set out in the Standard Automobile Policy in each province outline when an 'incident' should be reported.

We strongly recommend that you open a claim as soon as possible so we can investigate the situation and look out for your best interest. This is especially important if a minor (someone under the age of majority) was involved in an accident. If a minor was involved in an accident, they have the right to raise an injury claim once they are of legal age. TD Insurance is legally obligated to respond to such a claim unless one has already been filed.

Speak to one of our Claims Advisors at 1-866-454-8910 for advice on starting your claim, or you may also begin your claim through the TD Insurance Mobile App. You can follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

Do I Need A Police Report to File A Claim?

Call 911 if there have been any injuries because of the accident, or if you think a criminal act has been committed.

If you or any party has sustained injuries, or there has been property damage beyond the stipulated amount in the region where the accident occurred, particularly if there is damage to public property, a Police report is required. If you are unsure, it’s always best to call the Police for guidance.

You may begin your claim at any time before or after filing a Police report, if one is needed. You may begin your claims through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910. You can follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

How Do I Start A Claim?

Starting your claims experience with TD Insurance is easy. You can get started on your smart phone with the TD Insurance Mobile App, or by calling us at 1-866-454-8910 and speaking with a Claims Advisor. You can follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

Here’s a short video to walk you through the claims experience.

How Long Do I Have to File A Claim?

You must report any 'incidents' involving the drivers or vehicles listed on your policy to your insurance company. The Statutory/General conditions set out in the Standard Automobile Policy in each province outline when an 'incident' should be reported.

It is in your best interest to file a claim as soon as possible, so that we may get started on your claim faster and inspect your car for damage before going ahead with any repairs. The limitation period within which to file a claim and complete repairs, varies between jurisdictions and your Claims Advisor can provide guidance based on your location. You can speak to a representative in our Claims Centre by calling 1-866-454-8910, or you may also begin your claim through the TD Insurance Mobile App. You can follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

If I Make A Claim, Will My Premium Increase?

Several factors determine your premium, such as your location, your vehicle, your driving record, or even filing a claim. To help reduce the impact of an at-fault or partially at-fault claim on your premium, TD Insurance offers Accident Forgiveness coverage.

Not sure if you have Accident Forgiveness coverage? You can review and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App.

If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. You may begin your claims through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910.

Here is more information on how premiums are calculated or how accidents impact your insurance premium.

How do you determine who is at 'fault' for an accident?

'Fault' is an insurance term for which party involved in an accident is considered responsible and to what extent. The process of determining 'Fault' is something we take very seriously. We review statements from all parties involved, and if required additional information from witnesses, Police reports, dashcam videos, pictures, diagrams and more. We will follow 'Fault' Determination Rules as set out by the relevant jurisdiction, where applicable. These regulations will differ depending on which province/territory/country the accident occurs in.

You can begin your claim through the TD Insurance Mobile App or by calling 1-866-454-8910 to speak to a Claims Advisor, and you can review the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

Can I Settle Damages or Liability Without Using My Insurance?

We strongly recommend that you do not agree to damages or liability. Any agreement you make with parties involved in an accident may leave you personally exposed to subsequent legal liability and damage claims. Your insurer protects you against damages to persons or property, and liability arising from an accident or loss. It is always recommended that you advise your insurer of any accidents or losses, and that you seek the guidance of a Claims Advisor.

You may speak to a Claims Advisor by calling 1-866-454-8910. You may also begin your claim through the TD Insurance Mobile App, and follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

How Will TD Insurance Handle My Claim?

We believe in personalizing your claims experience by offering advice catered to you. We will be in touch with you throughout the entire claims experience to make sure we’re providing you with the support that you need. A dedicated Claims Advisor will walk you through the next steps and provide you with the help and resources you need to get back on the road. You can also take your car to a TD Insurance Auto Centre, where available. At our TD Insurance Auto Centre locations, you can speak to an on-site Claims Advisor, get a rental car, and have your car repaired by a Certified Repair Technician. You can find the nearest TD Insurance Auto Centre through the TD Insurance Mobile App.

From beginning to end, you will be able to monitor the progress of your claim and get the latest updates by logging on to MyInsurance online or through the TD Insurance Mobile App. You can begin your claim through the TD Insurance Mobile App, and find the closest TD Insurance Auto Centre, where available. You can also begin your claims by calling 1-866-454-8910 and speaking to one of our Claims Advisors.

Once I file a claim, when will I hear from TD Insurance?

We pride ourselves on keeping you up to date with the latest information regarding the status of your claim. Once we have all the information we need, including where you would like to have your repairs completed, we will follow up with you as soon as we receive an estimate for your vehicle. If there is a weather event in your area there may be a longer delay due to a potentially higher number of claims.

To receive the latest updates on your claim and track its progress, logging on to MyInsurance or through the TD Insurance Mobile App. You can also begin your claim through the TD Insurance Mobile App, or by calling 1-866-454-8910 and speaking to one of our Claims Advisors.

How Can I Check the Status of My Claim?

Keeping track of the status of your claim is simple. You can securely track the progress of your claim from the moment it is opened to its completion by logging on to MyInsurance online or through the TD Insurance Mobile App. Based on your preferences you will also receive updates from your dedicated Claims Advisor through email or over the phone. You will also be able to contact your Claims Advisor directly, or by calling 1-866-454-8910.

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When Will My Insurance Claim Be Paid Out?

When the claim is paid out will be determined by the nature of the claim and whether we have received the necessary documentation. Your dedicated Claims Advisor will keep you informed as the process unfolds and will provide support tailored to your situation.

To receive the latest updates on your claim and track its progress log on to MyInsurance online or through the TD Insurance Mobile App. You can also begin your claim through the TD Insurance Mobile App, or by calling 1-866-454-8910 and speaking to one of our Claims Advisors.

Should I report my accident to a Collision Reporting Centre?

While not all provinces in Canada use a Collision Reporting Centre, if one is available in the area where you live, it is recommended that you report your accident. The Collision Reporting Centre allows you to provide details of the accident, fill out a Police report and have pictures taken, which will be provided to your insurance company. Contact your local Police service to find out more about accident reporting requirements.

You can begin your claim through the TD Insurance Mobile App or by calling 1-866-454-8910 to speak to a Claims Advisor, and you can review the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

I Already Have an Existing Claim. How Do I Reach My Advisor?

You may get in touch with your Claims Advisor directly using their contact information, which you can also find by logging on to MyInsurance online or through the TD Insurance Mobile App. You may also reach your Claims Advisor by calling 1-866-454-8910 and entering their extension number.

What Information Do I Need from The Other Driver If I’m Involved in An Accident?

After an accident, it’s important to get the following information from the driver(s) of the other car(s) involved:

  • Name, address, contact information, license number, and insurance policy number.

  • Make, model, and plate number of all vehicles involved.

  • Names and contact information of any other passengers or witnesses.

Even if the Police are on the scene, we recommend you still collect this information, so it can be sent directly to your Claims Advisor.

You can begin your claim through the TD Insurance Mobile App or by calling 1-866-454-8910 to speak to a Claims Advisor, and you can follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

Someone Has Just Hit My Car and Fled the Scene, What Should I Do?

If you have been involved in an accident, where the other party has fled the scene, if any occupants might have sustained injuries, or if you think a criminal act may have been committed call 911 immediately.

For any other situations, we recommend you contact your local Police to file a report as soon as possible after noticing the damages, or within 24 hours if you are in Ontario.

You can begin your claim through the TD Insurance Mobile App or by calling 1-866-454-8910 to speak to a Claims Advisor, and you can follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

What Do I Do If My Car Is Involved in An Accident and It’s After Hours?

We’re here for you. You can begin your claim at any time through the TD Insurance Mobile App or give us a call 24 hours a day, 7 days a week at 1-866-454-8910. You will be able to follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

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What Should I Do If I Get into An Accident in A Different

Province/Territory Than Where I’m Licensed? Am I Covered? Your policy covers you only while driving in Canada and in the USA. You will need to follow the laws of where you were driving when the accident occurred and not the province or territory where you hold a license. This means that the province, territory, or state where you were involved in an accident may have different laws such as their Highway Traffic act, or rules including Fault Determination rules, which outline how responsibility for an accident is determined.

Your Claims Advisor can give you more details based on your location and circumstances. You can speak to a Claims Advisor by calling logging on to MyInsurance. You can also begin your claim on the TD Insurance Mobile App and follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

Does My Insurance Policy Cover Towing or Roadside Assistance?

TD Insurance offers optional loss or damage coverages that may be used to cover the cost of towing expenses, while other optional coverages such as the Grand Touring Solution may also be used for limited reimbursement of roadside assistance expenses.

Not sure if you have the Grand Touring Solution? You can review and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App. If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. You may begin your claims through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910.

What do I do if my car can't be driven after an accident?

If your car can't be driven after an accident, it will need to be towed to safety and for repairs. You can request a tow, from a reputable provider, through the TD Insurance App or by contacting our 24/7 First Response Centre. TD Insurance offers optional coverages that may be used to cover the cost of towing expenses. In addition to requesting a tow, you may also begin your claim directly from the TD Insurance Mobile App.

If your vehicle cannot be driven and is being repaired, your Claims Advisor may be able to arrange alternate transportation, such as a rental vehicle, if your policy includes the required optional coverages, such as the Grand Touring Solution.

Not sure if you have coverage for towing expenses or the Grand Touring Solution? Review the coverage options included in your policy by logging on to MyInsurance online or through the TD Insurance Mobile App. If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. To begin your claim, you may also get in touch with one of our Claims Advisors by calling 1-866-454-8910.

May I Choose Which Doctor to Consult After an Accident?

You may choose which Doctor to consult. Seeing a Doctor or getting medically examined may be part of the claims process, and we believe customers should always be able to choose who they feel comfortable being treated by.

You can begin your claim through the TD Insurance Mobile App, or by calling 1-866-454-8910 and speaking to one of our Claims Advisors. To receive the latest updates on your claim and track its progress log on to MyInsurance online or through the TD Insurance Mobile App.

What Are My Options for Repairing My Car?

We offer several choices. To begin repairs you can bring your car to a TD Insurance Auto Centre, where available. At our TD Insurance Auto Centres, we have dedicated Claims Advisors to support you, we can arrange a rental vehicle for you, and we have a body shop all in one convenient location.

You can also bring your car into one of the many shops in our preferred network. We only work with highly rated repair shops. We will stand by the repairs made to your vehicle by one of our TD Insurance Auto Centres or by a repair shop in our preferred network with a lifetime workmanship warranty, as long as you own your car and are insured with us.

Of course, if you prefer, you may take your car to a repair shop of your choice. We will send an appraiser to assess the damages. However, you will have to secure a warranty on repairs from the shop you have chosen directly.

You can begin your claim through the TD Insurance Mobile App, or by calling 1-866-454-8910 and speaking to one of our Claims Advisors. To receive the latest updates on your claim and track its progress log on to MyInsurance online, or through the TD Insurance Mobile App.

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How do I get an appointment at a TD Insurance Auto Centre?

You may contact us at 1-866-454-8910 and speak to a Claims Advisor who can book an appointment if a TD Insurance Auto Centre is available near you. At our TD Insurance Auto Centre, a Claims Advisor can walk you through the claim process, your vehicle can be repaired by our Certified Technicians and you can get a rental car while repairs are underway all in one convenient location.

You can also begin your claim on the TD Insurance Mobile App, where you can find the TD Insurance Auto Centre location. You can track the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

Can I Repair My Car Before I Get in touch with TD Insurance?

If your vehicle requires repairs after a loss for which you intend to make a claim, you must contact TD Insurance before any repair work commences. It is our responsibility to ensure your vehicle is repaired and restored to its pre-loss condition.

You can begin your claim through the TD Insurance Mobile App, or you can speak to a representative in our Claims Centre by calling 1-866-454-8910. You may track the progress of your claim by logging on to MyInsurance online, or through the TD Insurance Mobile App.

How Long Do Repairs Take?

Every accident is unique, so we can’t promise an exact timeframe for repairs in advance. The timeline for repairs can vary based on the level of damage, availability of parts and other factors. The good news is that you can track the progress of your claim at every stage by logging on to MyInsurance online or through the TD Insurance Mobile App.

Still have questions? We’re happy to provide the answers you need, contact a TD Insurance Claims Advisor with any questions at 1-866-454-8910.

What Can I Expect During the Car Repair Process?

If you choose to drop your car off at a TD Insurance Auto Centre, where available, a Certified Repair Technician will assess the damage to your car, and one of our Claims Advisors can walk you through the next steps. If applicable, your Claims Advisor can also help you secure a rental car on-site. The TD Insurance Mobile App includes a locator tool to help you find a TD Insurance Auto Centre, where available, or a repair shop that is part of our preferred network. With both options, your repairs have a lifetime workmanship warranty as long as you own the car and remain insured with us.

If you’ve chosen to do repairs at shop of your choice, one of our TD Insurance Auto Appraisers will schedule an appointment with you to assess the damage to your car and answer your questions.

Still have questions? We’re happy to provide the answers you need, contact a TD Insurance Claims Advisor with any questions at 1-866-454-8910. You can also track the progress of your claim through MyInsurance by logging in online or through the TD Insurance Mobile App.

Learn more about the claims experience.

How does TD Insurance's guarantee apply to my repairs?

We only work with highly rated repair shops, which is why we offer a lifetime workmanship warranty. The lifetime workmanship warranty applies to repairs done at one of our TD Insurance Auto Centre, or a body shop within our preferred vendor network for as long as you own your car and are insured with us. If you have concerns about the workmanship of your repairs, please contact your dedicated TD Insurance Claims Advisor, and we can work towards a solution. If your repairs were completed at a shop of your choice, we recommend talking to them directly to go over your concerns.

Still have questions? We’re happy to provide the answers you need, contact a TD Insurance Claims Advisor with any questions at 1-866-454-8910. You can also track the progress of your claim through MyInsurance by logging in online or through the TD Insurance Mobile App.

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If My Car Was Damaged and It Wasn’t My Fault, Do I Have to Pay for The Repairs?

Every situation is unique. Your Claims Advisor will work to understand and determine if you will need to pay for any portion of your repairs. Speak to your Claims Advisor for more specific information with respect to your claim, at 1-866-454-8910.

To receive the latest updates on your claim and track its progress you may also log on to MyInsurance online or through the TD Insurance Mobile App.

Will Repairs Affect My Warranty?

If your vehicle is repaired at one of our TD Insurance Auto Centre or a repair shop from our preferred network, we will provide a lifetime workmanship warranty for the repair work for as long as you own your vehicle and are insured with TD Insurance. Repairs to insured vehicles are completed according to the manufacturer's specifications. Contact the manufacturer of your vehicle or review the warranty documents which accompany your vehicle owner's manual for more information.

Find the nearest TD Insurance Auto Centre location, a repair shop from our preferred network, and begin your claim on the TD Insurance Mobile App. You can also speak to a Claims Advisor by calling 1-866-454-8910. Review your policy coverages and the status of your claim by logging on to MyInsurance online, or through the TD Insurance Mobile App.

Does My Insurance Cover Windshield Repair or Broken Glass?

Auto insurance policies provide coverage for loss due to 'perils', or hazards that an owner/operator of a vehicle may encounter. Coverage for glass damage due to an insured peril, including damage to your vehicle's windshield, stone chips, and broken glass may be included as part of optional physical damage coverages offered by TD Insurance.

You can review and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App. If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. You may begin your claim through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910.

Are Repairs Covered If I’m The Victim of a Hit-And-Run?

If your vehicle has been damaged because of a hit and run, you must contact the Police or visit a Collision Reporting Centre, if one is available where you live.

Coverage for a hit and run may be included in your automobile policy. You can review and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App. If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. You may begin your claim through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910.

What Happens If My Car Cannot be Repaired and Needs to be Replaced?

If your vehicle cannot be repaired, your Claims Advisor will contact you with your settlement valuation. The settlement valuation will be based on your vehicle's actual cash value at the time of the loss, or depreciation will be removed if your policy contains an optional Waiver of Depreciation endorsement.

Not sure if your policy includes an optional Waiver of Depreciation endorsement? You can review and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App. If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. You may begin your claim through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910.

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Is There Anything I Can Do If My Car Has Been Stolen?

You should contact the Police immediately to file a report. Once you’ve contacted the Police, contact us right away to begin a claim. You can begin your claim by calling us at 1-866-454-8910, or through the TD Insurance Mobile App.

When you report your claim, we recommend having the following information available:

  • Police report number
  • Location of where the car was last seen
  • The number of keys you have for the car and the location of keys before and after the theft
  • A description of your car (including mileage and features)
  • A list of any personal items that were in the car when it was stolen. Some personal items may fall under your homeowner’s policy
  • If your stolen car has been recovered please make sure to notify us right away.

You can follow the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

If I lend my vehicle to a friend, family member, or any person not listed on my policy and an accident occurs, am I covered?

If your friend, a relative, or a colleague has an accident while using your vehicle, it would be your insurance policy that is affected. You would be responsible for damages, and it could even lead to a higher premium when you renew your policy. Your claim will be settled based on the coverages included in your policy.

If anyone is borrowing your car, they must have your permission, a valid driver's license, and the car must be insured. If anyone has regular access to your vehicle, it is in your best interest to have them listed on your insurance policy so there’s less risk to you.

You can review the drivers listed on your policy and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App. If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. You may begin your claim through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910.

Am I Protected Against Damages Caused by Fire?

Coverage for damage caused by fire depends on the type of coverage you have chosen. You must carry either the optional Comprehensive, All Perils, or Specified Perils coverage to be covered for this kind of damage. Please refer to your policy, as some limits and exclusions may apply.

You can review and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App. If you still have questions about your policy, you may also speak to one of our licensed Insurance Advisors by calling 1-866-361-2311. You may begin your claim through the TD Insurance Mobile App, or by speaking to a representative in our Claims Centre by calling 1-866-454-8910.

Are There Situations Where I Won’t Have to Pay the Deductible?

Every claim is unique and there may be situations where you will not be required to pay your deductible. Your Claims Advisor will work to understand and determine if you will need to pay your deductible. Your deductible amount is the portion that you have agreed to pay as part of your policy in the event of a claim.

Speak to your Claims Advisor for more specific information about your claim, by calling 1-866-454-8910. Track the progress of your claim by logging on to MyInsurance online or through the TD Insurance Mobile App.

How Do I Pay My Deductible?

Often, you will pay your deductible directly to the shop that’s completing your repairs. We will cover everything over and above your deductible, up to the coverage limits for losses covered by your policy. You can review and manage your coverage by logging on to MyInsurance online or through the TD Insurance Mobile App, you may also begin your claim through the TD Insurance Mobile App or by calling 1-866-454-8910 and speaking to a Claims Advisor.

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