To Our Life and Health Insurance Customers
Our problem resolution process
At TD Life Insurance, our goal is to provide a comfortable service experience for each and every customer. We appreciate your business and are dedicated to building long and satisfying relationships with our customers. When you have concerns about your insurance relationship, we encourage you to let us know, because your satisfaction is our primary concern.
The customer problem resolution process is our way of ensuring that your problems or concerns are addressed in a consistent and comfortable way.
Step 1 – Contact us in by mail, telephone, or email
Tell us about your problem or concern in the way that is most convenient for you. You may speak with one of our Insurance Customer Service Representatives at 1-888-788-0839.
If you prefer to tell us about your problem in writing, you have the following options:
Mail
TD Insurance Customer Service
120 Adelaide St. W. 2nd FLR
Toronto ON M5H 1T1
Email
TD.InsuranceLifeAndHealth@td.com
Our Customer Service Representatives will work hard to resolve your problem to your satisfaction. If you are not satisfied with the solution that they are able to provide, the Customer Service Manager will become involved in the resolution of your problem or concern.
Step 2 – Elevate to a Senior Officer
If you are not satisfied with the solution you receive from the Customer Service Representative in Step 1, then the Customer Service Manager will offer to elevate your problem – communicating all relevant details on your behalf – to a Senior Officer of TD Life Insurance.
Alternatively, if you prefer to elevate the problem yourself to the Senior Officer, the Customer Service Manager in Step 1 will be pleased to provide you with the contact information.
Step 3 – Contact the TD Insurance Ombudsperson
If your problem or concern remains unresolved after you have followed Steps 1 and 2, you may contact the TD Insurance Ombudsperson. The TD Insurance Ombudsperson is dedicated to resolving disputes fairly and professionally. If the TD Insurance Ombudsperson determines that your concern has not been addressed by the Senior Officer as outlined in Step 2, the TD Insurance Ombudsperson may direct your problem to the appropriate business area for investigation and response. Within five days of receiving your enquiry, the TD Insurance Ombudsperson will write or call to advise you if and where your problem has been redirected, whether it has been resolved, or in more complex cases, what further steps are being taken and when you can expect a resolution. You may contact the TD Insurance Ombudsperson by:
Fax
416-944-5827
Mail
TD Insurance Ombudsperson
120 Adelaide St. W., 3rd Fl.
Toronto, ON M5H 1T1
Please include your full name, address, and telephone number on your fax or mail.
Step 4 – Contact the Canadian Life and Health Insurance Ombudservice (CLHIO)
If your concern still remains unresolved after contact with the TD Insurance Ombudsperson, you may then contact the Canadian Life and Health Insurance Ombudservice by:
Phone
1-888-295-8112
Mail
CLHIO
20 Toronto Street, Suite 710
Toronto, Ontario
M5C 2B8
Fax
416-777-9750
Email
information@clhio.ca
Please include your full name, address and telephone number on your email.
Please visit www.clhio.ca for more information about CLHIO.
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 Life 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. We also comply with the CBA Code of Conduct for Authorized Insurance Activities.
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.fcac-acfc.gc.ca
Please note: The FCAC does not become involved in matters of redress or compensation – all requests for redress from TD Life Insurance must follow the problem resolution process set out in this brochure.
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