Horrible customer experience
by frustratedx1000 on Oct 19, 2020
1 out of 5 stars
I have multiple vehicles and properties insured through this company. Last month they arbitrarily decided to increase all of my vehicle insurance premiums by $22 per month per vehicle. I've been trying to get a hold of them to discuss this but to no avail. First time I was on hold for almost 1.5 hours when someone from Ontario got on the line. After learning that I called from Alberta she told me that she couldn't help me and that I needed to speak with someone from Alberta and that she will transfer me. Instead of transferring me, she ended up hanging up on me. Today I called again, only to be on hold for 2.5 hours this time after giving up. I think I'm not the only one they arbitrarily increased premiums on and now they refuse to pick up calls using Covid as an excuse.
I have been on the phone for over 2 hours. This is insane. I tried using the option of them calling me back but they never do. How do you reach them??? Horrible experience! If you get a competitive rate somewhere else, don't use TD insurance...
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I had to spend two hours on hold to cancel my auto insurance policy with them. Worst customer service. Don't sign any policy with them. Expensive!
Literally impossible to get through to customer service. Tried on multiple occasions. Automated voice messages and terrible guitar riff music for > 2hours on multiple occasions. Choose a different company,
I started with Primmum (who was excellent), TD Insurance would not renew and forced us over to TD Insurance - and wouldn't provide a loyalty bonus (claiming we were new to TD Insurance - even though TD owns Primmum). Since being with TD Insurance, pricing has substantially increased and wait times have exploded... blaming many of our wait times on Covid-19 is not legitimate...why can't TD figure this out? Even just offering a call back option when calling in would go a long way. I feel bad for the employees left holding the bag, it must be a terrible place to work if staff are jumping off the ship (as a representative I spoke to blamed the wait on staff shortage... doesn't seem like TD is investing enough to make this a real business. Will try out a local broker when my policies are up for renewal... it is worth paying a little more to have better service and support local instead of TD who obviously doesn't care.
What is going on with Customer Service? As of now, I am at 2 hour wait time! This is unacceptable! You can't hire other client care representatives! Due to what lack of funds... give me a break... I am thinking of taking my business elsewhere...
What a joke, I was buying a new truck and after 3 days of spending 1.5 - 2 hours a day on hold onto to be disconnected. I had to call a different insurance company or else I wouldn't have been able to pick-up the vehicle. Even though I have my house and my old vehicle on their policy I had to switch. I will be spending this weekend on hold with them to cancel all my policy's with them and strongly recommend that nobody uses them.
If I could rate them lower than 1 star I would. Tried several times by secure email and calling them only waiting forever online... and chatting on-line you wait forever as well... Terrible service!!! Maybe everyone cancelling policies due to the high increase this year. TD no more!
If you have a good driving record in AB, you should pay around $110/month (women - $105/month and men - $113/month). Do you overpay? Get an Alberta car insurance quote to start saving.
I have tried to get hold of an agent for the past 3 days with no luck. I spent an average of 1:30 minutes before giving up. That is a terrible... performance.
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First of all, the three times that I had to contact them, it took me at least 1 hour and 15 min waiting on the line. Second, when I signed my first-year insurance with TD they said I could download the My TD Advantage app to receive up to 25% if I have at least 1000km and a minimum of 90 days usage. I did it and I called them right away to obtain my 22% discount (as the app was displaying). At that time they told me that the discount would come only on the renewal and I would have to use the app for more than 9 months. I did it!! When I called them to renewal they mentioned that my premium was exactly the same amount as the previous year (actually the difference was one dollar). Then I asked about the app discount, they said they had already accounted for the 20% discount from the app usage and the reason was that the insurance actually increased 20% from the previous year to the current year. I did not like the answer, so I went online to price my insurance on TD online tool, I added all my information (age, years of license, the street that I live), all the same, but using another name... The online tool gave me the same rate that they said I would have to pay with the app discount. I am not gonna change the system or fight with them, I changed my insurance to another company for better pricing and I will never do TD again. My advice is DO NOT BELIEVE IN TD DISCOUNT APP TO OBTAIN DISCOUNTS FOR THE NEXT YEAR. It is fake!