TD Insurance Customer Care: An Expert, Practical Guide

How to reach TD Insurance customer care quickly

TD Insurance supports customers across Canada through several channels: phone, secure online servicing, the mobile app, and in-person at TD Insurance Auto Centres for auto claims. The starting point for the most current phone numbers and hours is the official site: tdinsurance.com (navigate to Contact Us). Claims service is available 24/7, while sales and general service lines typically run extended business hours on weekdays and shorter hours on weekends.

For self-serve options, use MyInsurance via tdinsurance.com to view policies, download proof of insurance, update drivers and vehicles, change banking information for payments, and track some claim milestones. The TD Insurance app offers digital proof of auto insurance in provinces that accept electronic pink slips and allows you to upload claim photos securely.

Best times to contact and how to reduce wait time

Contact centre traffic follows predictable patterns. Mondays (especially 9:00–11:00 a.m. local time) and the first business day after a long weekend are the busiest. Midweek early mornings (8:00–10:00 a.m.) and late afternoons often have shorter queues. Claims lines run 24/7, but non-emergency claims tend to have quicker connections outside peak commuter hours.

Have your policy number, full name as it appears on your policy, and a reachable phone number ready. If you’ve moved or changed vehicles, gather dates and details; most updates take under 10 minutes if you have specifics on hand. When you need a call back, request it early in the call; advisors can frequently arrange a same-day or next-business-day return call for complex issues.

Filing a claim (auto, home, travel, life): what to expect

Report urgent losses immediately—24/7—especially where safety is involved or mitigation is required (e.g., water shut-off, board-up, towing). For non-urgent matters, you’ll still want to report promptly to avoid delays. You can open a claim by phone or start online from tdinsurance.com; you’ll receive a claim number and next steps, such as scheduling an inspection or uploading documents.

Adjusters triage claims by severity. Auto drivable/no-injury claims are often fast-tracked with photo estimating and preferred shop referrals. Property claims may start with a virtual assessment followed by an in-person inspection for larger losses. Travel and life/health claims use specialized partners and require forms; file within the time limits specified in your policy.

• For auto: driver’s licence, vehicle info (VIN if available), photos of damage, police report number (if applicable), the other party’s plate/insurer.
• For home: date/time of loss, cause (e.g., water leak, wind), photos, emergency invoices, an inventory of damaged items with approximate purchase dates/prices.
• For travel: itinerary, proof of payment, medical reports/receipts, airline or tour operator communications.
• For life/health: policy or certificate number, claimant identification, attending physician’s statement, proof of relationship/beneficiary as required.

Timelines, deductibles, and payouts

While every claim is unique, practical benchmarks help set expectations. Simple auto glass or minor bumper claims can be resolved in 2–5 business days once estimates are approved and parts are available. Body repairs involving structural components often take 10–20 business days depending on parts backlogs. Moderate home water claims typically run 2–6 weeks from mitigation to settlement; large or complex property losses (e.g., rebuilds) can extend 60–180 days due to permitting and contractor lead times.

Your deductible applies once per claim: common Canadian deductibles range from $500 to $1,000 for home and auto, but check your declarations page. If you have endorsement coverages (e.g., accident forgiveness, disappearing deductible, sewer backup, overland water), they can materially affect out-of-pocket costs and eligibility. Keep all invoices; approved mitigation (drying, board-up, towing) is generally reimbursed within policy limits. For total losses, settlements reflect policy terms: actual cash value (depreciated) vs. replacement cost, or new-vehicle replacement if you purchased that option.

Policy changes, documents, and payments

Most routine updates—address changes, adding/removing drivers or vehicles, mortgagee or lender updates, and mid-term coverage adjustments—can be completed the same day via MyInsurance or by phone. Rate changes from mid-term endorsements are prorated over the remaining policy term. Proof of insurance updates (e.g., adding a new vehicle) are issued immediately in digital form, with paper documents mailed on request.

Payments can be set up as monthly withdrawals on a chosen day or paid in full. If a payment is missed, you’ll generally receive a notice with a new withdrawal attempt date; multiple missed payments can lead to cancellation, so call as soon as you receive a notice to discuss reinstatement options. Keep your banking details current; changes made at least 3–5 business days before the next due date help avoid misfires.

Escalations and complaint resolution

Start by working with the frontline advisor handling your file. If the issue remains unresolved, ask for a team lead or manager review—many disputes are resolved at this stage by clarifying coverage or providing additional documentation. Keep a written timeline of conversations (dates, names, claim or policy numbers); it materially improves review quality.

If you still disagree with a decision, TD Insurance has a formal complaint-handling process that culminates with the TD Ombudsman, and then external ombudservices and regulators. Always request the insurer’s “final position letter” before going to an external body—it summarizes the facts and the decision you’re challenging.

• Step 1: Frontline resolution with your advisor/adjuster; request a manager review if needed.
• Step 2: TD Insurance Client Care or Complaint Office (instructions at tdinsurance.com under Complaints/Feedback).
• Step 3: TD Ombudsman (search “TD Ombudsman” on td.com for current contact details and submission form).
• Step 4: External bodies: General Insurance OmbudService (property & auto) at giocanada.org; OmbudService for Life & Health Insurance at olhi.ca; provincial insurance regulators (e.g., lautorite.qc.ca in Quebec); and the Financial Consumer Agency of Canada at fcac-acfc.gc.ca for consumer rights information.

TD Insurance Auto Centres and preferred vendors

In several Canadian cities, TD Insurance Auto Centres offer a one-stop model: report, estimate, repair coordination, and rental support in one location. Using a preferred shop streamlines approvals and parts ordering, often shaving days off cycle time. You are free to choose any licensed repairer, but preferred networks simplify the process and typically support direct billing to the insurer.

Ask about repair guarantees—participating shops commonly offer long-term workmanship warranties for as long as you own the vehicle. Confirm what is covered (paint, parts, labour) and how to claim on the guarantee. For drivable vehicles, schedule your estimate to avoid wait times; for non-drivable vehicles, the tow can be dispatched directly to a network facility to begin assessment sooner.

Accessibility, language, and privacy

Service is available in English and French nationwide. If you use a relay service or require accommodations, advise the advisor at the start of the call; TD Insurance can add accessibility notes to your profile to streamline future interactions. For hearing documents, you can request communications by secure message or mail, and ask for explanations in plain language.

Protect your information: use only official channels from tdinsurance.com; avoid sending sensitive data (e.g., full SIN, full credit card numbers) by email. You’ll be asked to verify your identity with several data points before policy details are discussed. For claim photo uploads and documents, use the secure links provided by TD Insurance rather than third-party file-sharing tools.

Pro tips that speed things up

Photograph damage or receipts with clear date stamps and keep original invoices for mitigation and temporary expenses. For home claims, start a line-item inventory with estimated replacement costs; this reduces back-and-forth and can accelerate settlement by several days. For auto, include odometer readings and photos from multiple angles; if police were involved, note the report or occurrence number.

On billing matters, call at least 3–5 business days before your due date to change banking details or adjust your withdrawal day to avoid an NSF. When policy shopping or renewing, prepare annual mileage (auto), mortgage details (home), and any material changes (renovations, new drivers) upfront—complete disclosures prevent mid-term adjustments and re-underwriting.

Helpful links (keep for reference)

TD Insurance: tdinsurance.com

General Insurance OmbudService (property/auto): giocanada.org

OmbudService for Life & Health Insurance: olhi.ca

Financial Consumer Agency of Canada: fcac-acfc.gc.ca

Autorité des marchés financiers (Quebec regulator): lautorite.qc.ca

Does TD car insurance cover the USA?

Travelling within Canada and the U.S.
If you are travelling within Canada or the U.S. in your own vehicle and are already insured with TD Insurance, no additional coverage is required.

What insurance company is TD?

*TD Insurance refers to the following personal lines insurance companies: Security National Insurance Company, Primmum Insurance Company, TD General Insurance Company and TD Home and Auto Insurance Company, all of which are subsidiaries of the Toronto Dominion Bank.

How to claim TD life insurance?

How to Make a Life Insurance Claim

1. Call our toll-free line at 1-877-397-4187 to start the claim process. Once you call, you will be sent a claim form.
2. Complete the claim form with all required documentation.
3. Return the completed form to us. Mail the completed forms to:
4. Settlement process starts.
5. Settlement is confirmed.

How can I cancel TD insurance?

How do I cancel my TD Insurance policy?

1. Log in to MyInsurance.
2. Select the ‘Contact Us’ section at the top of the page, or the ‘Send a secure message’ link at the very bottom of the page.
3. Select ‘Cancellation’ from the topic dropdown menu and follow the steps to submit your request.