System down/long wait time
by Yellowdog on Aug 11, 2020
1 out of 5 stars
I have both my house and auto insurance with Meloche Monnex, and I am trying to add another car into my current insurance but the waiting time for customer service is ridiculous. I called once and waited for an hour and end up hanging up, and I am trying again and I am afraid I will be waiting for over 1 hour again with no result.
Too bad they do not care for their customers; I am seriously considering moving all my insurance to a company that, at least, I can get in touch. Thinks twice and carefully before doing business with this company.
I am a client at TD Meloche Monex for more than 10 years now. It started with my first car when I was 17, got a good price because of their partnership with different Universities and Professional organizations, etc... I also got my home insurance with them now. HOWEVER, it is now impossible to speak to someone. Client service is awful. I don't think they have anyone listening to the phone anymore...They want us to do everything through the App or Website, but sometimes, you just have to speak to someone in order to explain a specific scenario... They should get 0-star review. I had one claim once. I got hit by someone. To be fair, I was happy with the process. For my claim, I was able to speak to someone quickly. The whole investigation process was fast and they sent me to a good car body shop (in eastern Montreal), so I can't say I had a bad experience with the claim. But again, for all other stuff (e.g. explanation on price, modification to policies), getting someone on the phone is a journey! Anyway, this year they increase my insurance rate for about 30% for no reason. Of course, impossible to talk to someone for an explanation... you need to wait for days on the phone... Now the rate is not competitive anymore, I am paying more than what I would from other insurance companies for similar coverage. I decided to move on with a better insurance company.
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I have been a client with TD Insurance for many years. Up to today, their customer service has been stellar. Trying to update my policy I have been on hold for 2-4 hours with NO success. No information as to why the wait times are so long, etc. I will be looking at another agency, as this is totally unacceptable customer service!
I have 3 phones going under 3 different contact numbers and all are looping the same hold music and now it's been 60+ mins of hold time. All I need to do is insure my new vehicle which I can't drive or register. Brutal service!
On hold for 2 hours before I finally gave up. Worst service ever. They should be ashamed.
It was amazing to me that at a time when accidents and insurance claims, in general, must be at an all-time low, TD still justifies raising auto and home insurance premiums with no explanation. Having the TD My Advantage App is pointless as new rates are always higher and do not illustrate how/if the projected discount shown in the App is considered. But the best part is having failed to reach anyone on the phone in the evenings (two attempts with 30 min waits), I have now been on hold for over 2 hours on a weekday morning. Tying up my phone line, wasting my battery...and no end in sight. Totally defeated right now.
My car got damaged in Hail in Calgary on June 14. I called them up because I needed some info... I waited for 2 hours and no response! Hence I gave up.
On hold for two hours no answer. I wanted to add car insurance for tomorrow but can’t get through. Very poor service.
I just wanted to remove one of my vehicles from my policy. I waited on hold for over 60 mins three times over the past few days with no answer. Finally gave up each time. I tried to do this online, but the website tells me I must call Customer Service! I will be switching to another provider if I can't get through today! Total waste of my time!!!
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I have been trying for 2 days to get a car insured after my car was deemed a total write off by TD. Hours wait on the phone to be told that their system is down and they can’t access my files or do anything. My claim was passed around to several adjusters and someone in Toronto finally got in touch with me. The settlement was fair but I really just wanted my car fixed as can’t replace what I lost in the quality of the car. I dread the personal injury aspect now. Likely need to lawyer up. I’ve had insurance with them for houses and cars for 30 years. It’s a different company since TD took over. Need to look at other options as need insurance so I can drive my replacement vehicle. Unacceptable. COVID has zero to do with it!