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Business Profile

Insurance Companies

TD General Insurance Company

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for TD General Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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TD General Insurance Company has 17 locations, listed below.

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    Customer Complaints Summary

    • 170 total complaints in the last 3 years.
    • 69 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 3, 2025, I noticed my online TD Insurance profile was locked. I contacted TD to regain access to my account and noticed a past due balance of $184.50. When I questioned the rep, he informed me the amount owing was from April of 2023. However, the agent confirmed my payment method has always been automatically withdrawals. As a result, I escalated to Tier 1 support (Rep Name: ******).
      ****** informed me there was a known internal issue in 2023 that resulted in many accounts rolling over with an outstanding balance due to a technical error with their automatic withdrawal system. However, this was not made obvious to customers who rarely access their online profiles (myself included). I continued to press the issue, but ****** informed me they cannot correct their error and that I can either pay the outstanding balance or cancel my policy... even though he admitting fault multiple times throughout the conversation, going as far as to say he "agrees with me on a personal level".
      Upon realizing the ****** nature of the conversation, I asked to escalate to Tier 2. ****** obliged and submitted the call back request (2-10 business day turnaround time).
      Knowing I'll likely get the runaround, I opted to submit this complaint to ensure the issue is addressed appropriately.
      I don't believe I should be held responsible for the outstanding balance. This was an internal technical issue that occurred 2 years ago and was not adequately communicated to the affected customers.

    • Initial Complaint

      Date:28/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Oct 19 2024, I was parked outside my parents house. At around 730-745pm someone came to the door and said that the car out front was hit. I called the cops, they were there quick. We gave info, the cop told me to get my insurance company to tow it or it would go to impound. I got a ride home and called the insurance company the next day.
      They began setting up a tow and rental for me. I called my dad to let him know of the tow time and he told me that he noticed more damage on the front drivers side panel. I told him that there would be an estimator that will go over it, not to worry. I got a quick email, introducing herself, from the adjuster. It just mentioned how she will check back with me in 10 days.
      I then received an email from the body shop saying they found the damage on the front panel. I told them yes, its from the accident. Please go ahead and move forward. I get an email from the adjuster the following Monday saying that the "extra" damage will not be covered. I emailed her, she responded with "the autobody shop said it was not congruent with the accident" I told that's absolutely false. I then called the autobody shop to see why they would do that. They told me that it was actually TD that said that, and they believed it was part of the accident.
      I then called the police officer that was on scene to find out that she hadn't even finished her report yet. *** *** **** ** * ******* WHAT? TD didn't even have the completed police report before they decided anything. As soon as I called her out on it. She passed my file to the fraud department. Now I had this ********** investigator tell me that if I didn't do what they wanted, then I would be denied and have to cover all costs, storage, repair, rental.
      So after I had agreed to speak with a different colleague due to our indifference, there was silence. That was 2 weeks ago. She is not responding to me anymore and ****** **** isn't delivering, ********** *** **** *********** * ** *** ********** * *******

      Customer Answer

      Date: 28/12/2024

      I am reaching out to let you know that TD Insurance has contacted me and has accepted to claim to repair.

    • Initial Complaint

      Date:11/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** ****

      I am writing to express my dissatisfaction with my claim about hot water leaking at my basement resulting to basement ceiling tiles damaged, electrical connections, walling, wash room, laundry room and computer room.

      I made a claim for a damaged to my property caused by hot water leaking after the investigation the TD insurance company denied my claimed. * ** ********* ************ *** ********** **** *** ********* ******* *** *** **** **** ******* *** ******** ** *** ******** * ******** *** ******** expenses required to fix the damages.

      I am aware that insurance policies can be complex but ** * ***** ********* I expect the insurance company to be fair *** *********** in its dealings.

      I am therefore requesting that you re-evaluate my claim *** ********** ********** **** ***** **** ******* **** **** ****** ** *** ******** I

      I look forward to hearing from you and hope that we can resolve this issue effciently.

      Sincerely yours,
      ******** **********

    • Initial Complaint

      Date:06/11/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had to submit an auto claim on August 1. I was awoken by police at 3am and informed that my vehicle was taken and was involved in an accident. They provided a police report file number and told me to put the number in my insurance claim. Next day a rep calls to go over claim and tells me 7-10 business days to investigate then they make decision. 4 weeks later I find out they want a specialist to review the file. She asks me the same questions the first rep asked me. *** ** ************* *** ******* ** ** *****. Few days later I submit an the paperwork she requires. **** ** **** *** ***** ** ******** *** ** *** ** ******** ** ***** *** *****. She emails 2 weeks later to say no new developments. Over the next 6 weeks I send 7-8 emails and multiple voicemails without any response. **** ***** * ********** ***** ****** *** *** *******. The cause for delay the last 8 weeks was she wanted to speak to the officer that wrote the report to confirm he had no other pertinent information. I was told 9 days ago that my claim was good and she was sending it through to be settled, I'll hear from the New agent in a few days.... It's now 14 weeks, I've been told by 2 different people who did two investigations that my claim is approved but it still is not approved. **** ***** ****** ***** **** ** ** **** *** **** ***** ** ***** ** *********** *** ***** ****** *** * ******* **** * ******* **** ***** **** ** **** ** ****** *** ** ****** *** * ******* **** 

      I just want this claim settled so I can pay off the car and get a new one. ********* ********* **** ** **** ***** *********** ********* *** **** **** *** **** * ***** *** ******* ****** * ********* ** **** ********* *** ***** **** * ******** ****** ** **** 

    • Initial Complaint

      Date:17/10/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have filled a claim with TD insurance ** ******* ** * ***** ******* ** ** ********. It was approved and after they received thr invoice, it was denied. However after some complaints to higher department, they approved $14700 payment but it has been three months that I'm calling and emailing to collect it and they are ignoring me. Please help me to collect my money. Thanks

    • Initial Complaint

      Date:04/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm having issues with my insurance claim. I was involved in an accident on August 26 of this year.

      * ******** * *** ******** **** **** ********* ** **** ********* ** ****.

      I inquired about income replacement back on Sep 4, and followed up on the 5th, 9th and 16th. I was informed on Sep 17th in a telephone call that I would get the income replacement and that all was submitted.

      Unfortunately, I'm still awaiting those benefits. I tried reaching my adjuster by phone and left messages on Sept 24th, 25th, 30th and Oct 1 and also by email on the 23rd, 27th, 30th and (Oct 1). All I received was an email on the 26th stating I needed to send a form (which was contradictory to all of our prior communications where she indicated all forms were submitted). She hasn't returned any of my communications since* *** **** ** ******* ******* ** *** **** ***** * ********* *** ******* *** *** ***** ******. * *** **** ******** ******* **** * **** ***** **** ** *** ******** **** ** ************* *** ** ******* ** ******* *** *******.


      I also reached out to TD' insurance's general service line on the 1st of this month and asked to speak to a supervisor. They tolde they would instead schedule a call with my adjuster and that this call would take place with 2 days but that never happened.

      **** ** ****** ********** ******** ** * **** ******** **** *** **** ** ** ********* ** ***** ****** *** **** ****** ****** *** ******* ***** **** ******* * ***** ***** ***** *** ******* ** ********* ********* ****** ******* ******** ** ********* ** ** *** ****** **** **** ** *** ** *********** ******** ** ** **** *** **** **** ** **** * ****** *********** * **** **** * ***** ** ******** ******** **** *** ******* ** *** ******** *** ******** ***** *********** *********** * **** ************* **** ***** ********* 

    • Initial Complaint

      Date:24/09/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since August 20th i have had to have many conversations with representatives from my car insurance company. It began with a double payment that I wanted to split into 2 payments. They then tried to take the double payment anyway even though I had already paid half. After talking to a few people I thought I had that resolved, ******** * ** **** *** **** *** **** *** **** ****** ** **** ****** *** ****** ** ****** **. I spoke to someone to confirm my next payment amount and to attempt another payment date for the second half of the last one I was trying to pay, and today the payment that came out, once again, did not match what I was told it would be. I am now concerned they will continue to take the wrong amount *** ** *** ***** ** **** **** **** *** ***** **** * **** ** ** ****** ** ****

    • Initial Complaint

      Date:23/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my dissatisfaction with TD Insurance regarding the valuation of my car following an accident. My car was originally valued at $5,000, but I only received $3,200 after extensive negotiations.

      Despite providing multiple comparables that supported the higher valuation in my local area (Edmonton), TD Insurance *******picked listings from other cities such as Montreal and Vancouver, where car values were significantly lower. Even after presenting 10 local listings showing a value of $5,000, I was told I needed to get an independent appraisal.

      The independent appraisal process would cost $800 and could take months to complete. Given my immediate need for a replacement vehicle, I was forced to accept the $3,200 payout and cover the remaining costs out of my own pocket. ** * ********* ******** **** * ******* ******* ****** *** ****** **** **** ******* ** ******** **** *** *****, I expected better support from TD Insurance. Instead, I encountered resistance *** **** **** *** ******* *** *** ** ** **** **** * ****** **** *** ***** It seems TD Insurance leveraged the high cost and lengthy process of obtaining an independent appraisal to avoid paying the full value of my claim.

      ***** **** *********** * ******** ** ******** ******* *** ***** * ****** **** ***** ** *** *** ***** *** *** **** ********* **** ** ****** **** **** **** ** ****** ********  ** *********** ******** ** ** ***** *** ********* ************* *** * **** **** **** ********* ** ** ********** I am filing this complaint to seek a fair resolution *** ** ***** ****** ** ** ***********

    • Initial Complaint

      Date:16/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      About 2 years ago I had scraped a wall in my apartment building. I filed a claim through insurance in order for it to be repaired. It was fixed and everything went great. Last year I noticed there were signs the pain job was not holding up so in January I called the insurance company since I was told that this would be covered under their warranty, they told me to bring it in. I did and they took pictures and said someone would get back to me. I never heard anything back and kept calling and was told it had to go through the process and someone would contact me. I kept calling from January to May and was told the same thing. When I called one day in May and the lady I spoke to told me they had no record of me bringing my car in!! I was quite upset. They said they had a high turnover with staff and she couldn’t find a thing. So she told me to bring it in again. I did. This was in May. Never heard anything kept calling just like the first time. I was then contacted and told that someone would be coming to look at my vehicle. This was the third time TD looked at my car. He took pictures told me I should check with ***** to see if they could fix THEIR job as it may be covered since I had my car rust controlled every year. He did call me back to tell me that it would be fixed and someone would be calling me. This was three weeks ago…still haven’t heard a word. Working with TD Insurance has been a nightmare. My premiums have increased and the service has decreased. I used to feel taken care of when I first started as a client but now I feel like their lack of care, and communication has made me feel like I want out and I made a terrible decision. ******* ** ******* *** ***** *********.

    • Initial Complaint

      Date:16/07/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid my home insurance in full at the beginning of the year, when I canceled my auto policy, they said because I am no longer bundeling the insurance together, they will cancel the discount and have to charge me $46.34, that’s if I need to continue my home insurance with them for the remainder of the year. So here it is the first issue, if I have already paid the home insurance in full, how can they charge me that? I’ve asked them numerous times, have I paid my home insurance in full? They said yes! But then they still have to charge it… They can adjust my insurance rates for next year, but to suddenly present me with a bill in the middle of the year, with an insurance policy that’s already been paid in full, that is not fair. And becasue of this disagreenment, I‘ll rather pay a penalty to cancel my home insurance. I called them to run a mock cancellation with their agent, they told me I will get a refund of $613.58 after the penalty in order to cancel the policy half way. I was ok with it, and when I actually made a call to cancel it, they told me I have to pay part of that $46.34, it’s like six dollars or something like that. I was ok with it as well. But then when I finally received my refund at the bank, I was only given $567.24. Yes, they deduct the $46.34 in full! During the phone conversation with their agents, none of them mentioned this $567.24 number even once, so what is the point of running a mock when there are hidden costs, and they could not give me the exact amount that I am going to receive? ***** * **** **** **** **** ****** ** ******** ****** *** every different agent that I’ve talked to said something different.

    TD General Insurance Company is NOT a BBB Accredited Business.

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