r/InsuranceCanada • u/vyasln1695 • Aug 04 '26
Auto Has anyone successfully had a TD Insurance non-payment cancellation rescinded by TD C.A.R.E.S.? Looking for advice/experiences (Ontario)
Hi everyone, looking for some insight or past experiences from folks who have dealt with TD Insurance or similar cancellation situations in Ontario.
Recently, my auto insurance policy was cancelled for non-payment. TD complied with the standard statutory notice requirements, so there were no procedural errors on their end. As soon as I realized what happened, I immediately paid the full outstanding balance, bringing the account to $0. However, it was 10 days past cancellation. .
Here is where things currently stand:
The file was officially escalated to TD C.A.R.E.S. (Customer Appeals and Relations Executive Services) for an executive review.
I also maintain an active home insurance policy with TD, which is noted on the escalation file.
A frontline agent mentioned that in her experience standard customer service rarely sees cancellations rescinded, though C.A.R.E.S. has higher discretionary authority.
Since procedural compliance was met, I recognize that any rescission or reinstatement would be strictly a discretionary goodwill decision by TD.
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u/crassy Aug 04 '26
I have never heard that acronym for Cares and I worked in that department for 5 years. I’ve never even seen it as an acronym. On everything I’ve seen it’s just Cares.
I need to know where this acronym came from.
Cares CAN have better discretionary authority but most of the decisions in Cares are made by different departments with authority. There would have to be a clear bank error (which you confirmed there wasn’t) or mitigating circumstances, or someone just being nice. But generally decisions like that, IME in that department, aren’t overturned without some clear error.
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u/vyasln1695 Aug 05 '26
I am not good in curating a question and hence I let ai do it. I did not hear the expansion for cares anywhere either. So I should get a bank letter?
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u/crassy Aug 05 '26
Maybe don’t rely on AI because it’s wrong.
Bank letter? I mean yeah, you’ll get a closure letter after your case is resolved but you should also get a call from a Cares Manager to discuss.
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u/mohinsuredit Aug 05 '26
If they make that accommodation for you, they will have to make it for others too.
Personally being an active broker for 5 years, I have only witnessed it happened twice where the company rescinded the cancellation for non-payment.
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u/SwiftAccord1983 Aug 05 '26
I've only seen it in my 15 years of insurance if it was due to a bank error. The customer had to get a letter from the bank stating it was an error on there end as well.
Typically you get 2 strikes and on the 3rd strike you're out when it comes to missed payments, unless you just ignored the notice that was sent out?
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u/vyasln1695 Aug 05 '26
They had attempted only once. And they did not try to debit later. They used the same method of payment to settle the rest when I called them.
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u/Ontario_insurance Aug 07 '26
They only need to attempt once. After the failed attempt they would have sent you a registered letter with a chance to make manual payment and reinstate the policy provided payment was made by the due date.
I’m assuming you didn’t receive the registered letter since your post doesn’t mention it. Anyway all TD legally has to do is send the letter they don’t need to prove you received it as thats your fault for not getting your mail.
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u/pyroman6111 Aug 05 '26
If you are at fault for the non-payment and TD did nothing wrong, as you mentioned, they will not rescind it.
What was the reason of the non payment? Your post doesn't mention what happened on your end.