Frequently Asked Questions About Car Claims

Making a car insurance claim might seem a bit confusing. There are terms, concepts and no shortage of fine print that can make things feel more complicated than they need to be. That’s why we’ve looked at the most frequently asked questions about car claims and answered each one.

Do I Have To Open A Claim?

Yes, we recommend that you open a claim as soon as possible so we can investigate the situation and look out for your best interests. This is especially important if a minor (someone under the age of majority) was involved in an accident, because once the minor reaches legal age, they have the right to raise an injury claim (which TD Insurance is legally obligated to respond to) unless a claim has already been filed. If you’re unsure about whether or not to open a claim, contact a TD Insurance Advisor at 1-866-848-9744 for advice.

Do I Need A Police Report To File The Claim?

No, a police report is not a requirement to file a claim. However, contacting the police is required in the following scenarios:

  1. In case of emergency and injuries. (Also, call 911 immediately.)
  2. If you think a criminal act may have been committed.

What you need to report to the police depends on where the accident occurred. If there are injuries, extensive damages, or damage to public property, it’s in your best interest to call the police. If you’re in doubt, it’s always best to call the police and they can give you some guidance.

How Do I Start A Claim?

Starting your claims experience with TD Insurance is easy. You can get started on your phone with the TD Insurance Mobile App, online through MyInsurance or by calling us at 1-866-454-8910.

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

How Long Do I Have To File A Claim?

It depends on the province or territory you live in. Under the provincial Insurance Acts, any claim made outside the provincial/territorial timeframe could be undeceivable.

No matter what part of the country you’re from, we suggest reporting your claim to us within seven days, so we can get started on your claim faster and inspect your car for damage before going ahead with any repairs.

For Ontario, you have up to one year to file. For Alberta, Nova Scotia, New Brunswick, Prince Edward Island, and Newfoundland, you have up to two years. Residents of Quebec have the longest grace period: a maximum of three years.

If I Make A Claim, Will My Premium Increase?

It depends. Your premium may be impacted by filing a claim, but there are many factors that determine your premiums. Things like where you live, the type of car you drive, and how far you drive each day are just a few examples.

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

How Do You Determine Fault?

“Fault” is an insurance term for who’s considered responsible for an accident. The process to determine fault is something we take very seriously. We review statements of all parties involved (including witnesses and police reports), dashcam videos, pictures, diagrams and more. It’s required that we follow fault determination rules, and these regulations will differ depending on which province/territory/country the accident occurs in.

Can I Settle Damages Or Liability Without Using My Insurance?

It depends. This is based on the province or territory you’re in. Even if settling privately is an option, there are some factors (like injuries and costs) that could disqualify your claim.

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 through the entire claims experience to make sure we’re providing you with the support that you need. After you notify us of your claim, we’ll evaluate your car and follow up with you. A dedicated advisor will walk you through the next steps and provide you with the help and resources you need to get back on the road. From beginning to end, you’ll be able to monitor the progress of your claim and get the latest updates through the TD Insurance Mobile App or online through MyInsurance with the auto claims tracker.

You can also take your car to a TD Insurance Auto Centre, where you can speak to an on-site advisor, get a rental car, and have your car repaired by a Certified Repair Technician.

Once I File A Claim, When Will I Hear From TD Insurance?

We pride ourselves in 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’d like to have your repairs completed), we’ll follow up with you as soon as we receive an estimate. If there’s a disaster or catastrophe, there may be a longer delay due to a heavy number of claims. To receive the latest updates on your claim and track its progress, check the TD Insurance Mobile App or log in to MyInsurance. Learn more about the TD Insurance auto claims tracker.

How Can I Check The Status Of My Claim?

Keeping track of your claim’s status is simple. You can securely track the progress of your claim from the moment it’s opened to its completion on the TD Insurance Mobile App or by logging in to MyInsurance. You’ll also receive updates from your dedicated advisor through email or text, depending on what you opt in for. You’ll even have their contact information at your fingertips at all times. Learn more about the TD Insurance auto claims tracker.

When Will My Insurance Claim Be Paid Out?

All claims are different, so the completion of this step may depend on the nature of your claim. Once we’ve received the necessary paperwork, the fastest way to get your funds is through an electronic funds transfer, which should only take a few business days.

Should I Report My Claim To A Collision Reporting Centre?

It depends. If you’re in a province that uses a Collision Reporting Centre for insurance claims, you will be required to inform them of your claim.Learn more about Collision Insurance for you vehicle.

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

You may get in touch with them directly using their contact information, and can find it by checking the TD Insurance Mobile App, logging in to MyInsurance, or by calling 1-877-323-0343 and entering your advisor’s 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, licence number, and insurance information

❏ Make, model, plate number, and Vehicle Identification Number (VIN) which can usually be found inside the driver’s side door, on top of the dashboard, inside the glove compartment and in the vehicles registration information

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

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

Someone Has Just Hit My Car And Fled The Scene, What Should I Do?

This is called a hit & run and we recommend you contact your local police to file a report within 24 hours of noticing the damages. If you would like to start a claim, you can make a report on the TD Insurance Mobile App, on MyInsurance, or give us a call at 1-866-454-8910 .

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

We’re here for you. Use the Accident Assistance button on the TD Insurance Mobile App to get in touch with us right away or give us a call 24 hours a day, 7 days a week at 1-877-695-7712.

What Should I Do If I Get Into An Accident In A Different Province/Territory Than Where I’m Licensed? Am I Covered?

Yes, you’re covered. But you’ll need to follow the laws of where you were driving when it happened and not the province or territory you’re licensed in. This means that the province or territory that you got in an accident in may have different laws like highway traffic acts, fault determination rules, and how they determine responsibility of an accident.

What If I Can’t Drive My Car After An Accident?

We can help. You can connect with us right away using the TD Insurance Mobile App for immediate assistance. If you don’t have the app, you can download it here or call us at 1-866-454-8910.

We can send a tow truck and help you locate a TD Insurance Auto Centre or a trusted repair shop through the TD Insurance network. By using either of these options, your repairs will be guaranteed for as long as you own the car and remain insured with us. We’ll also guide you through the rest of your claims experience.

Can I Get A Tow Using The Accident Assistance Button On The TD Insurance Mobile App? Can I Use It For My Claim?

Yes, you can. You can schedule a tow and begin your claim directly from the TD Insurance Mobile App with the Accident Assistance button. If you need any help with the process, a dedicated TD Insurance advisor can assist you, and we also have online tools for your convenience.

Where Do I Need To Tow My Car If I Had An Accident?

If your car isn’t safe to drive, you can either have it towed to your nearest TD Insurance Auto Centre or one of our preferred body shops. By using either of these options, your repairs will be guaranteed for as long as you own the car and remain insured with us. You can also have your car towed to a repair shop you trust.

Does My Insurance Policy Cover Towing Or Roadside Assistance?

It depends on the coverage you have. If you have Collision Coverage, your policy will cover your car being towed for a covered loss (like a car accident). Download the TD Insurance Mobile App or log in to MyInsurance online to check your coverage.

Can I Choose Which Doctor To Consult After An Accident?

Yes. Sometimes seeing a doctor or getting medically examined is part of the claims process, and we believe customers should always be able to choose who they feel comfortable being treated by. The only time we would choose a doctor for you is if we require an Independent Medical Examination.

What Are My Options For Repairing My Car?

We offer quite a few choices. For your initial estimate, we offer Photo Based Estimating for eligible claims which allows you to take and submit photos of your damaged vehicle which will expedite your claim rather than wait for an in-person appraisal. To repair your vehicle, you can choose from the options listed below.

You can bring your car to one of our TD Insurance Auto Centres, where we have dedicated Claims Advisors, a rental company and body shop all in one convenient location. These centres are exclusive to TD Insurance customers.

You can also bring your car into one of the many shops in our preferred network. We only work with highly rated repair shops, and that’s why we stand by our lifetime guarantee for the repairs for as long as you own your car and are insured with us.

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

Can I Walk Into A TD Insurance Auto Centre Without An Appointment?

Yes, but we recommend making an appointment before coming to a TD Insurance Auto Centre. This allows us to give you and your car the attention you need. By booking an appointment, we can ensure that an Advisor and Certified Repair Technician will be readily available to help start your claim without delays.

Can I Repair My Car Before I Get In Touch With TD Insurance?

Yes, but to make sure you get the most out of your coverage, we strongly recommend that you allow us the opportunity to inspect your car first. We won’t be able to make repairs and continue with the claim until this stage is complete, so getting in touch with TD Insurance is the best way to keep the process moving.

How Long Do Repairs Take?

It depends. 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. You can use the TD Insurance auto claims tracker to follow the status of your claim and you can choose to receive email or text updates from your advisor that will keep you informed of what’s happening with your claim.

Still have questions? We’re happy to provide the answers you need. Use the TD Insurance Mobile App or log in to MyInsurance for more information. You can also contact a TD Insurance Advisor with any claims questions at any time of day at 1-866-848-9744.

What Can I Expect During The Car Repair Process?

If you choose to drop your car off at a TD Insurance Auto Centre, a Certified Repair Technician will check out the damage to your car, and one of our Claims Advisors can walk you through the next steps. They can also help you secure a rental car on-site. We have a locator tool on the TD Insurance Mobile App to easily find a TD Insurance Auto Centre or preferred vendor near you where you can take your car. In both situations, your repairs have a lifetime guarantee as long as you own the car and remain insured with us. After, you can track every step of your claim on the TD Insurance Mobile App or through MyInsurance. Learn more about the TD Insurance auto claims tracker.

If you’ve chosen to do repairs at your own shop, one of our TD Insurance auto appraisers will schedule an appointment with you to assess your car’s damage and answer your questions. Learn more about the claims experience.

Learn more about the claims experience.

What Can I Do If I My Repairs Deteriorate?

We only work with highly rated repair shops, which is why we offer a lifetime guarantee for as long as you own your car and are insured with us. If you are unhappy, 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.

If My Car Was Damaged And It Wasn’t My Fault, Do I Have To Pay For The Repairs?

It depends. Every situation is unique, so we need to investigate and gather additional details to determine if you have to pay the deductible and timing for the payment. Call us at 1-866-454-8910 and we can look into it for you.

Will Repairs Affect My Warranty?

It depends. Factory warranties won’t be affected by going to a TD Insurance Auto Centre or one of our preferred repair shops. We guarantee the work will be completed to your car manufacturer’s standards. If you had your car repaired at a shop of your choice, you will need to check directly with them to see if their work impacts factory warranties.

Does My Insurance Cover Windshield Repair Or Broken Glass?

It depends on the coverage you have. Windshield repair or broken glass fall under Comprehensive Coverage, Specified Perils or All Perils coverage of your insurance policy. These aren’t mandatory or included automatically, so be sure to check your coverage before you proceed with the repair by using the TD Insurance Mobile App or logging in to MyInsurance.

If you notify us first, we may be able to recommend a service provider that will make the repair immediately and at a better price than you might get directly. You can even call us directly from the TD Insurance Mobile App to get immediate assistance for glass repair.

Are Repairs Covered If I’m The Victim Of A Hit-And-Run?

It depends. If you have Collision Coverage and your car is involved in a hit-and-run, you may be responsible for paying your deductible. What happens if the other driver and their car can be identified? That’s a different story. If the other driver carries valid insurance, your deductible may be waived.

Our Grand Touring Solution® provides coverage that includes a hit-and-run feature. If you’re the victim of a hit-and-run, you may be exempt from paying the deductible for up to $500, as long as you report the accident to the police within 24 hours. Without the Grand Touring Solution®, your collision deductible will likely need to be paid.

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

If your car is unrepairable within 24 months of the time of purchase, we will replace it with a new car of the same model with the same options. The value of your car will not depreciate or decrease over time, so the replacement will be for that original value. When the estimate to repair your car is over its market value, we may decide to replace your car instead of repairing it. When this happens, we pay the pre-collision value of the car, minus your deductible (if applicable), and retain the damaged car.

If you purchased the Waiver of Depreciation endorsement we will remove our right to deduct the depreciated value (subject to the terms of the endorsement).

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

Yes. You should contact the police immediately to file a report. Once you’ve contacted the police, give us a call right away to open a claim. You can begin your claim by calling us at 1-866-454-8910, opening the TD Insurance Mobile App or through your MyInsurance account using our helpful auto claims tracker.

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.

If I Lend My Car To A Friend, Family Member, Or Colleague And An Incident Occurs That Damages My Car, Are The Expenses To Repair My Car Covered?

It depends who's at fault. If your friend, relative, or colleague has an accident while using your car, it would be your insurance policy that’s affected: you would be responsible for damages, and it could even lead to a higher premium when you renew your policy.

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

Am I Protected Against Damages Caused By Fire?

It depends. Damage caused by fire is a common peril that is covered by most car insurance plans, depending on the type of coverage you have chosen. You must carry either the optional Comprehensive, All Perils Coverage, or Specified Perils Coverage in order to be covered for this kind of damage. Please refer to your policy, as some limits and exclusions may apply.

Are There Situations Where I Won’t Have To Pay The Deductible

Yes. If you’re found not to be at fault after an investigation, you may not have to pay your deductible. (The deductible is the amount you have to pay out-of-pocket before your insurance pays for the rest of the cost to repair the damage to your car.) Typically, deductibles are only waived when someone agrees to pay the deductible of the insured. For example, if you are in an accident but are not at fault, the other driver’s insurance company may agree to reimburse you for the deductible.

Not all provinces and territories use this system. Some provinces (like Ontario, Quebec, and New Brunswick) have direct compensation for damages instead of waiving the deductible.

How Do I Pay My Deductible?

Often, you will pay your deductible directly to the repair shop that’s completing your repairs. Then, we cover everything over and above your deductible, for losses covered by your policy. To learn more about where you can pay your deductible, log in to MyInsurance or contact your dedicated Claims Advisor.

Making a car insurance claim might seem a bit confusing. There are terms, concepts and no shortage of fine print that can make things feel more complicated than they need to be. That’s why we’ve looked at the most frequently asked questions about car claims and answered each one.

Is There A Way To Pay Less On My Car Insurance Premiums?

Absolutely. Find out all the different ways you can get discounts on your car insurance.