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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:25/01/2023

      Type:Order 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 a basement flood in early August. TD Insurance sent a contractor who confirmed the floors had flooded but then recommended repainting the walls to remedy. I asked for another contractor to be sent and was refused multiple times. I was asked to provide my own contractor. I hired a home inspector who provided a report to TD insurance. I tried to hire another contractor but they would not do work without an insurance provider. TD refused my claim again. I asked again for another assessor who TD chose. TD approved the claim on October 18. The claim assessment was made at the source location of the leak and not my entire basement. ** ******** *** ****** ** ********** ******** *** ********* ****** ** ********* *** ***** ***** ********* ** **** ******* ***** * **** **** ** ******** I requested a review of the contents we had moved to our main floor from the basement after this and there was black mold in many items including a bed placed beside my work-from-home space. The moldy items were removed early November. I followed up again with TD and the contractor to accesses the whole basement as the moldy bed was in another basement room. The contractor came back and more moldy items were found under the stairs and it was concluded the entire basement had flooded. I provided all required deductible payments etc. in mid-December and have not yet had my basement remedied. I purchased a dehumidifier and fan and have been using them since the flood began. * ** ******** *** ** *** **** ***** **** ** ****** ******** ***s. I really want to get this resolved and it's been over six months. My current understanding is that the moldy floors will be removed near the end of February. I'd really like my basement to be safe for use and to remedy any water entering the basement.

    • Initial Complaint

      Date:13/01/2023

      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.
      TD insurance took money from me that does not belong to them. They took $156 double charged and no refund. We paid our bill then they charged us again in the same month. We called to complain and they told us they took our money and distributed it towards the future payments without asking us. **** ** * ****** ** ** ***** *** *********  They took our money then charged us again without asking. * ******* * ******* ****** **** **** * ***** ****** ** *** ********* * **** ***** **** *** ** ****** ******  They did not refund the money and they didn’t apologize. I was charged by my bank overdraft fees of $45 and $35 approximately so twice we were hit with fees **** ** *** *****  Please Help! * ****** **** * ********** *** ****** ****** *****  They cost me a total of $90 NSF charges. We can provide screenshots from the bank etc … *** ****** **** * ********* *** ** ** ****** *** *** ** *** ***** **** **** ***

    • Initial Complaint

      Date:03/01/2023

      Type:Order 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.
      My vehicle was involved in a multi car accident on Nov 2, 2022. ** ******** who is named as a driver on my policy was driving at the time. *** *** *** ** ****** *** *** ******* *** *********** when I arrived on the scene. RCMP and ambulance were there and we were informed us that the car will be towed. ** *** *** ***** ** *** * ******* Now I have no access to my car and belongings without paying an ********** storage fee and have gotten no help or advice from the assigned insurance agent. I had never been in this situation before and had encountered some difficulty in tracking down my vehicle. ***** ** ******** *** ****** ** **** *** * ****** *** never got any compensation as discussed with another agent. TD Insurance has so far done nothing and it is difficult to reach them. My last message was not responded to.

    • Initial Complaint

      Date:15/12/2022

      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 missed a couple payments by accident * *** * *** ***** ** **** ** *** ***** ********* **** ***** **** ****** *** ****** *** ****** ******* *** ********* ****** not realizing at the time the payment didn’t go through I called July 4th the rep was great she added my **** CC on file for future payments and I paid all back due on my auto then paid home in full for term. July 9th they went an tried to charge the old card it declined Aug they took a double payment from my **** CC, sept reg payment, Oct reg payment, Nov they didn’t take saying I missed my July payment. I have had nothing but issues of them not being able to find my payments I had to send screenshots I just have this straightened out now they want $1500 to pay the remainder of my term off. They sent a registered letter to the wrong billing address it was never received. I am up to date since July 4th I requested they listen to the call back but said it won’t change the outcome. I need help. I have paid them there payments as they took them from the CC since the issue with no problem. I am cut off in Nov due to a payment they charged the wrong card for on july 9th they did continue talking all payments including double in Aug.

    • Initial Complaint

      Date:14/12/2022

      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.
      2022, mostly November 2022. For an undisclosed reason, our insurance went up by $300(+) Without asking questions, we called TD insurance to add a tent trailer to our policy and indicated to the individual helping us to also remove from our existing account the undisclosed increase of additional $300 (+).This occurred in June of 2022. We assumed (as the agent read their policy and we consented to removal of the funds that this happened.Nov. 2022 (early to mid)they started sending letters indicating we would have our policy cancelled for non payment.We again called - during our work day - was put on hold for an absurd amount of time - for them to research our file to locate that consent.Because we’re working we don’t have the luxury of hours on hold, we hung up, tried again at least twice more to figure this situation out to no avail. On Nov. 28 they canceled our policy for “non payment” even though earlier on the year we indeed consented.Upset with customer service, we attempted to go elsewhere and could not because it appeared as though we hadn’t paid our bill. After being on the phone today (December 13), while working for over an hour to fix the situation we have insurance again but still have it flagged as a non payment - even though we consented! This ultimately means a higher rate come renewal time and prevents me from shopping around.The best part of this whole story is that this exact thing happened last year 2021 - minus the cancellation. We upgraded a vehicle, which increased our rate, we consented for the difference to be deducted from existing account.TD again neglected to do so for months until we spent hours on the phone again to rectify the situation.When speaking with an agent that time, they could actually see several notes on our file indicating we had called and consented numerous times in 2021 to the funds being deducted.It’s clear TD has a history of not following customer requests and consent by our file alone and two instances of neglect.

    • Initial Complaint

      Date:01/12/2022

      Type:Order 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.
      Originally called in October to cancel auto and cottage policy ********* ** ******* **** ** *******. Was on phone for over an hour in which agent **** ****** ** ** ** *** *** ********* *** ***** ** *** ** *** *** ******* . Was told to expect a call back - never called back. Called 3 more times, each time on hold and had to wait for an agent to verify my identity and each time agent was unable to cancel. Sent an email through their secure messaging system and was told to fax a written confirmation. With the auto policy now expired- I cannot access my messaging system or account information online. I called again and was given an email address to send a written confirmation of cancellation - which I did. Was told I did not have the correct policy number and I no longer have access to the documents *** ** ** ******** ****** and cannot access online account (locked for a policy I no longer want). I have paid for insurance for my car and cottage with another provider and am currently double insured with no hope of actually cancelling this TD policy. ** ** ******* *** **** ****** ******* ***** ** *** *** ******* I am appalled by the lack of customer service and capability of TD agents. ** * ************ ******* ****** ****** ** * I do not have any more time to try and cancel a policy that I have verified several times via several methods belongs to me. It has been well over a month of TD keeping my premium without offering any substantial information for cancellation. ** ** * ****** ** ***********

    • Initial Complaint

      Date:29/11/2022

      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 had a single car accident on November 7, after contacted TD insurance they referd the body shop for me to inspect it and get estimate, I reported the accident to the police just before I dropped my car to the body shop , when I picked up my car after got fixed on November 18 @ 6:00 pm
      I noticed some obvious scratches on my driver side door as well as some other scratches that was touched up, I called the manager to show him and he said it is not from us.
      I told him that was not there before and I asked him to show me the pictures they took when I dropped my car because if it was there
      they should have pictured it for their record, he said their pictures are not clear and he can not tell, he asked me to call him back on Monday Nov. 21 because he wanted to talk to the person who took the pictures first.
      when I called him he said the same thing and he asked me to drop my car again to touch up for no cost,
      I went again on Nov. 22 to fix these scratches but they brought it back after 10 minutes with the same thing no touch up!
      I called same guy again and told him about all the scratches there, he kept arguing about it is not from them, it is a rock chip *** ** ** ********* **** and he said talk to your adjuster.
      I went back to the collision reporting center and I asked them to show me their picture that they took the same day I dropped my car,
      it does not show scratches and they already sent the insurance
      a copy of it.
      I talked to the adjuster after I emailed her all the pictures but she is standing for the body shop because it has TD name plus they refer it to me, ** **** ** *** **** ** ** ************ *** **** **** *** ** ********* **** ***** ** **** *** ******* **** **** ** ****** I told her I need a proof of these scratches was existing and they can check their cameras otherwise it must be fixed, I never touched my car with any paint before

      she ignored what I said and insisted on her opinion.
      *** ** **** ** *** **** * ****** **** **** ** *** ***

    • Initial Complaint

      Date:28/11/2022

      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 had home insurance with Td insurance from 2019 - September 2021. I had called to cancel the insurance and it was not cancelled. I then called back a few months later after realizing the money was still being withdrawn from my account, and asked them to cancel it and for a refund. Over the past year I have called over 8 times and spent over 10 hours on the phone trying to get this issue resolved and get a refund. I asked to be transferred to a manager many many times and was not only not put through, but hung up on. A couple of months ago I was finally transferred to a manager, ********** ****** *Manager – Customer Relations|Customer Experience|TD Insurance
      **** ******* *** ******** **** ****** *** ****. He informed me that a cheque would be sent out immediately after I sent the required evidence, which I sent that day (October 12). November 7th I emailed ********* again telling him I had not received the cheque or the **** gift card *** ** *** ** *** ****** **** *** ******. He stated the cheque was reissued and the gift cards were on back order. *** *** **** *** * **** **** *** ** ** **** ***** *** **. It’s now been 3 weeks since he said he was reissuing the cheque and it still us not arrived.

    • Initial Complaint

      Date:04/11/2022

      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.
      Was with TD Insurance for 2 years, first year I paid them upfront for my auto policy, the next year I switched to monthly payments, the one time in August a payment didn't go through, I received no email, no nothing about my payment not going through, turns out it got cancelled, so I thought, why not contact them and make the payment. So I did that and even went through re-applying for my auto insurance at a higher rate all because TD can't phone or email me about a non payment, it's an automatic withdrawal so obviously for me I don't need to login. I paid the outstanding balance and now they demand I pay my insurance all upfront if I want to continue. Now when I shop around for other quotes I'm getting the same response of non payment. *** **** *** ***** ** ***** *** ******* *** * ********* ***** ***** ** **********

    TD General Insurance Company is NOT a BBB Accredited Business.

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