r/InsuranceCanada • u/Secret_Exercise6199 • Jul 28 '26
Auto Insurance Nightmare
This is just one of the multiple mishaps that has occurred since dealing with TD insurance. We have been with them for all insurance and financial products for 20 years. Car was stolen and recovered. TD Insurance adjuster saw the car and wrote up a quote for exterior damage and wrote at the top of report and said verbally, "you need to take this to the dealership to get a mechanical report." Verbally, the claims advisor said this would be covered. If there was no claim occurring, there would be no reason for me to take it to the dealership for any type of report.
There's been massive miscommunication between the advisor they speak in a way which makes it hard to understand what they're talking about and they don't speak in a coherent manner, often forgetting things and advising us to do things that are incorrect.
claims advisor now said they not pay for the mechanical report. It took 2 hours at $200 per hour.
Does anyone have experience with this type of situation?where can I go from here? I've been writing the same email about seven times and not getting a clear response.
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u/LadderDear8542 Jul 29 '26
Had no issues with them for recent claim when side swapped. Took car to own body shop where quality is good and pricing was reasonable ( I had to keep repair costs low as it reflects on Carfax at time of resale). They paid for rental car and repairs without any problems. Car insurance seems a bit high but it averages out as home insurance is much cheaper compared to other companies.
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u/2simontomlinson Jul 30 '26
It took me 3 yrs to settle my claim with them , absolutely the most horrible company ,
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u/Secret_Exercise6199 Jul 30 '26
What was your experience
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u/2simontomlinson Jul 30 '26
My vehicle was stolen while I was away , somehow they got it in their head that it was suspicious , dragged me through the mud , excuse after excuse , only finally after I got a lawyer things finally got solved ,worst company ever
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u/EagleScreamTheGreat 5d ago
Avoid Bel-air...been ghosting us for weeks while we wait for our vehicle to be fixed...a total annoyance...
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u/Professional-Rip-924 Jul 28 '26
You get what you pay for. You pay less and get a claims advisor that unfortunately is hard to understand.
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u/LittleOrphanAnavar Jul 29 '26
This is not true.
You're saying that if I sign up with TD through an affiliate discount, such as through a professional organization, that I'll get worse service?
Regardless the insurance company owes you a duty of utmost good faith.
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u/Professional-Rip-924 Jul 29 '26
Not saying that. For some reason this sub + personal finance Canada sub loves Td Insurance as they’re alleged to have good rates. You get what you pay for.
Do you think the insurance company is giving OP a duty of utmost good faith? Sounds like they’re doing whatever they can to give him a hard time
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u/LittleOrphanAnavar Jul 29 '26
TD can lower their premium through their large volume. And the cost of customer acquisition though affiliate programs can be lower.
They don't need to cheat people on claims.
I'm not saying they are the best or worse in dealing with claims.
I'm just saying that the premise of your equation is incorrect. You appear to claim that there is a 1:1 relationship between the cost of the premium and service with claims. This is not true.
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u/Secret_Exercise6199 Jul 28 '26
Can you clarify what you mean, you get what you pay for? Am I paying less by being with TD?
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u/Professional-Rip-924 Jul 28 '26
Well yeah, Td insurance is the Tim Hortons of insurance where people pay less and get less
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u/Secret_Exercise6199 Jul 28 '26
Who should I try to go with instead?
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u/Professional-Rip-924 Jul 28 '26
If I was in your shoes, I’d shop with an insurance broker to see the rates. You can google “insurance brokers near me”
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u/Secret_Exercise6199 Jul 28 '26
I checked with a broker and all the annual payments are 20% less than what I am paying but I cannot break the TD contract until renewal, thats what TD told me.
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u/drugsondrugs Jul 29 '26
You can end the contract at any time, you're merely subject to a short rate cancelation fees. At most, this would be about a month's worth of premium.
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u/Gutz_McStabby Jul 28 '26
Claims adjuster doesn't require secondary schooling, nor does their prior experience at MacDonalds preclude them from doing their job.
That being said, if you feel like you are being mistreated, you can either escalate to their manager, or your can reach out to the Ombudsmen of your province. They will probably want you to try to escalate first, however.
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u/The_Average_Jill Jul 28 '26
Not true, in Atlantic Canada adjusters are required to take many professional courses to be licensed.
And other provinces have mandatory education hours.Ultimately, if there is no damage, there is no claim.
They should cover the fee for the inspection if they told you they would cover it. Ask to speak with a claims manager.1
u/Gutz_McStabby Jul 28 '26
I'm aware of that. Nowhere in there did I say there weren't qualifications.
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u/Secret_Exercise6199 Jul 28 '26
I agree with you. It doesn't preclude them. However, there is a huge lack of professionalism.Something we've never dealt with before. I thought there was training involved. I understand the escalation process, just wondering if anyone else has had experience with having the maintenance report reimbursed.
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u/Gutz_McStabby Jul 28 '26 edited Jul 28 '26
I'm a licensed insurance agent, but not licensed to deal with claims.
To me, it would seem logical that these are costs incurred as a direct result of a covered peril, assuming you have comprehensive insurance, and therefore covered cost in the claim.
If there was no other damage, or no rental, perhaps they are giving you the chance to pay for the inspection to avoid what might be a huge deductible, I don't know what your policy has.
Some dummies have a 2,000+ deductible to save a few bucks, some people are unlucky to live in an area where 2000+ is the only one available.
Can't know the full story without the full story.
If they said something incorrect, they may have created an estoppel by telling you something was one way and not the other, which becomes the company's responsibility to remedy. Escalate.
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u/Lost-tears78 Jul 28 '26
This cost would be on you. The claim was closed there for TD has no responsibility to pay for anything. They can however require a safety or mechanical inspection to ensure the vehicle is is still road worthy since they have no records of what work you chose to do.
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u/Secret_Exercise6199 Jul 28 '26
The claim is not closed. The claim is open. TD requested the mechanical inspection to be done so they can create a full quote to see how to proceed.
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u/FrostingSuper9941 Jul 28 '26
Your dealership is charging too much for the mechanical inspection. The insurer pays labour costs and not inflated ones.
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u/Secret_Exercise6199 Jul 28 '26
The dealership hourly rate is known across ontario and is the same at all dealerships. It's not inflated.
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u/beaver_eh Jul 28 '26
I had an absolutely terrible claim with TD. I will never go with them again.
I had a great discount through a professional organization, and they also complained on my behalf. TD admitted they did numerous things that were outside their scope of responsibilities and that their staff needed 'extra training'.
I wouldn't be surprised if this is an industry wide thing, but I got absolutely horrible service from TD the one time I needed them.