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.
You can use the contact information below for complaints or information inquiries related to:
- Home & Auto Claims: Please contact your advisor directly by using their direct phone number or email
Or, Phone: 1-866-361-2311 for complaints or information inquires related to:
- General Insurance, Home and Auto
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
Email: tdinscc@td.com
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
Third-party complaint-handling process for this institution:
General Insurance OmbudService (GIO)
Head Office
4711 Yonge Street, 10th floor
Toronto, ON M2N 6K8
Website: www.giocanada.org
National Toll-free: 1-877-225-0446 (toll free)
Fax:416-299-4261
