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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:
- By asking the individual you are dealing with at Step 1 to escalate on your behalf or
- 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 your concern remains unresolved after you have received the Senior Customer Complaints Office's final position letter, you may choose to contact the appropriate Ombuds Service listed 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 (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
Ottawa, Ontario
K1R 1B9
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.canada.ca/en/financial-consumer-agency
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."