Independent Auto Insurance Reviews

Meloche Monnex (TD Insurance) Auto Insurance Reviews

(67 reviews)
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Category: Call Center
(1.9 out of 5 stars)
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CRAZY CALL WAIT TIMES

 
(1.0 out of 5 stars)
by PB Jun 13, 2019
...I have tried 5 different days and have been left on hold for over 2 hours on multiple occasions...
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Unacceptable phone wait times

 
(2.0 out of 5 stars)
by Dee Jun 12, 2019
...I have had waits in excess of 1 hour 20 minutes both yesterday and today to get my calls answered. Their phone answering service provides no indication of how long the wait might be, and they do not do callbacks (it's difficult to understand why they can't provide a better answering service with the technology that's available today ...perhaps a lack of interest in serving their clients well?) Very disappointed that this is the type of service they are offering, and after many years of being with this company, I will be looking for an alternative source for our insurance on renewal...
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No follow up. Empty promises

 
(1.0 out of 5 stars)
by Frustrated Jun 12, 2019
...Spoke with 2 agents. Spent 2 hours with 1st agent setting up the new purchase, and the agent confirmed policy was in place, and provide temporary card through email. Then the agent said she was having some computer trouble and would have to call me back the same day. Never heard from her!! After 1 week, I logged into my account, and to my horror, all the addition that happened ago was all deleted. i.e. no more coverage for my new vehicle. Called 2nd agent after 1 week, and was told that she was not sure why everything was deleted. Then, went through all the questions etc. again. Waste of time. After my vehicle was done, I wanted to update my property insurance but was told by the 2nd agent they are closed, and she PROMISED she would call me back the next day around noon. Next day, I did not get a call from her until almost 5:30 pm, which I was not able to take the call due to the evening commitment. Her reason was she was tied up the whole day. All agents are irresponsible and unreliable! Looking to change insurance company now. Their staff needs proper training...
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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.
 

Horrific customer service

 
(1.0 out of 5 stars)
by L Jun 11, 2019
...I, recently, bought auto insurance from TD because they offered a group rate through my university. When I initially spoke with someone on the phone to set up the policy, I was instructed to send proof of my student status via my student email. Apparently, this never went through, and a month later I got a phone call telling me to call them (but not saying why) and then a couple of weeks after that I got two notices in the mail also saying to contact me due to a problem verifying my student status. I had already tried to get in touch a couple of times (since I didn't know what the actual issue was, I did not know how urgent) but the wait times are ridiculously long. Within a week of the date on the letters, I was sent, (which I received on a Friday) the policy was cancelled and they reinstated a new one, and charged me for it, without notifying me of the cancellation or of any details of the new policy. It happened on Wednesday... so they gave me 2 business days before just going ahead and cancelling? I had also tried to call on the Tuesday but waited on hold for a half hour before I had to hang up. When I finally got through to them, I was on hold for a full hour and spoke to them for another hour while they continued to not fix anything and just kept putting me on hold again. After 2 hours I had to hang up because I started work. It's a week later and I still have not been able to get a hold of them again, so I have no idea what my policy is/if I have one. I spoke to a manager originally who was extremely rude and unhelpful, and instead of offering a personal call back to sort things out, he just told me to go back through their 1-800 number. I am furious with TD. They have handled things very poorly and unprofessionally when it should have been a simple matter of just letting me know to resend the email verifying that I am a student. I have honestly never encountered such terrible customer care...
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poor customer service

 
(1.0 out of 5 stars)
by starsky Jun 11, 2019
Poor customer service and long wait times I waited 30 minutes with no answer.
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Did you know that on average Ontario drivers with good driving records pay $1,805/year in auto insurance? Is your insurance rate higher? Get a free car insurance quote and start saving today.
 

Impossible to reach

 
(1.0 out of 5 stars)
by UnhappyCustomer Jun 08, 2019
...It used to be fine, but now I'm stuck not being able to make changes to my existing auto and home policies. I keep dialling and waiting for 30-90 min, but no one picks up the phone. I went online and filled a request, and it was promised to be processed within 2 business days, but it has been a week, and still, nothing happened. My next step will be to file a complaint and reach out to the ombudsman. If that doesn't help, I will attempt to sue in small claims. Obviously, I am going to cancel my policies with TD Meloche Monnex at this point...
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Garbage bunch of thieves

 
(1.0 out of 5 stars)
by sad Jun 08, 2019
...Have never had a wait time under an hour. Can't do anything at physical locations. Premiums are more expensive than other insurance providers. This company should be sued...
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Bad driving record? Your insurance rates can be double the standard insurance rate. Let us help you get the better auto insurance rate without breaking the bank.
 

No one answering

 
(1.0 out of 5 stars)
by bellefontainefamily@rogers.com Jun 07, 2019
...Been a customer for years but have given up. Waited 1/2 and hour one day and one hour today and no one answering the customer service line to make a policy change...
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You will never get through.

 
(1.5 out of 5 stars)
by Bozak Jun 07, 2019
...Used to be a good company with fair rates, been with them for over a decade but the last two years have been horrid and service levels have literally dropped off a cliff. No, I have not had any claims, tickets or any billing issues EXCEPT it is damn near impossible to reach a representative. Minimum wait times are in hours, not minutes. I have been on hold on and off the last two days for almost two hours. They claim to be open 8 am to 8 pm, and I have been on hold from 6:30 pm to 8 pm (note that they will let you stay on hold indefinitely after they close up shop with no notification) and now from 8 am to 8:40 am and still going. (This isn't the first time this has happened and is much more pervasive than you might think. I was lead to believe by a rep after about 90 minutes on hold that it was an isolated incident last year as well) No discount is worth this, imagine if you had a legitimately urgent issue and you get stuck like this? Myself? I'm just calling to try to add a car onto the policy and pay them MORE money and can't, but seems soon they won't be getting my business for much longer. It's not "higher than expected call volume" if that is always the case, and no longer a valid excuse. Don't waste your time or money on this sham, you deserve better...
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Did you know that on average Ontario drivers with good driving records pay $1,805/year in auto insurance? Is your insurance rate higher? Get a free car insurance quote and start saving today.
 

Try to get rep on the phone

 
(1.5 out of 5 stars)
by shrtshck Jun 01, 2019
...In the past they have had very good service, never had to wait long to get a rep on the phone. Now it is next to impossible to anyone, been holding for over an hour and still going. The message continues to recommend setting up an online account to access quotes etc, but they can not do the service I require without speaking to a representative. Have recommended them to the friends in the past, NEVER again...
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Worst Service

 
(1.0 out of 5 stars)
by vaishnav May 31, 2019
...I called Meloche Monex (TD Insurance). The wait time was 2 hours and 8 minutes, yes its true. Though the insurance premium is lowest in the market but looks like services are also worst. I suggest that the federal government should stop such insurance companies from doing business / issuing new insurance policies as they do not have sufficient infrastructure in place...
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terrible customer service

 
(2.5 out of 5 stars)
by vtuesday May 30, 2019
...When I first called them to get my insurance we barely waited anytime. I recently had a license change and want to update my insurance plan, I have called them three times in the last four days and the hold time in the total of those three calls has been 2 hours and 15 minutes, and I am currently still on hold. They must be experiencing crazy call volumes because I was on hold for an hour the other night with no answer... Ridiculous How much time should it really take for someone to update their insurance...
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Hold Times

 
(2.5 out of 5 stars)
by YS May 30, 2019
...TD Insurance is saving me approximately $40 a month from my previous insurance company. I said yes to using the TD driving app on my phone although I really don't want it. I read that it uses a lot of battery and is almost impossible to get a good driving record using the app. You have to call TD to register for this app and get the code. I almost never have a lot of time during the day to sit for over 30-40 min on hold. As of right now I have called 4 times this week and am over 3 hours on hold and counting. My current call is 42:04 on hold and still no answer. This is really frustrating because it is to get a code for an app that does not function properly but want the possibility of lower insurance...
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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.
 

Terrible customer service

 
(1.0 out of 5 stars)
by Tracy May 22, 2019
...If you have hours to spend on hold, give these guys a call. This used to be a great company but the last couple of years, not so much. Actively looking elsewhere...
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Terrible company.

 
(1.0 out of 5 stars)
by JC Apr 24, 2019
...Terrible company. I have used TD Meloche Monnex for 4 years for my car insurance and after doing some research I found out I was paying extremely more than what I should have been ($1300 more). Each new term my premium would increase (I have never been in an accident) and when I would call to ask why they would give me some nonsense excuse. Not to mention trying to contact someone would take at LEAST an hour. Yesterday I was put on hold for 2 hours and 56 minutes (I have proof). I've never been so disappointed with a company in my life. So unless you want to spend half of your day waiting on hold to speak to a representative, OR don't mind paying way more than you should be paying...don't use TD Meloche Monnex. Just read the reviews, they don't lie! ps. Thank you to the represetative who cancelled my policy for me and completely understood my frustrations with the company...
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Bad driving record? Your insurance rates can be double the standard insurance rate. Let us help you get the better auto insurance rate without breaking the bank.
 

Too slow to answer calls.

 
(1.5 out of 5 stars)
by TDinsuranceEXclient Apr 02, 2019
...I wanted my name off my ex-husband's insurance (yes I wanted independence) and was placed on hold for 47mins the first time I called. They told me I was not a named insured and was not listed as a driver. My ex-husband was mad because he told me that he tried to take my name off but they wouldn't because we both had to sign papers stating the vehicle isn't mine and yet I'm the one using it. Doesn't make sense! My ex-husband still tells me I'm in the policy so I call again and here I am on hold for another 46mins and counting. Why is it so hard to get a hold of a customer service rep or an advisor for TD Meloche? As a single new mom to an infant, and breastfeeding, you'd all know my time is so limited that to just get my name off, one would think this should be so easy!...
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An experience from hell

 
(1.0 out of 5 stars)
by Bkhidhir Mar 29, 2019
...Nothing was harder in life than getting a hold of my adjuster. Resolving my fairly simple claim took 3 months. Not only did she never pick up, reply to her voicemails and read her emails, but she would also take weeks at a time to follow up. And, when she would be completely oblivious to how much I've been struggling to try to get her attention and taking Ubers every day from work. When she went on vacation and there was no replacement for her to take care of my claim. Her manager never ever picks up or replies to his voicemails either. Before she left for vacation she didn't tell me that I had the option of not writing off my car which is not fair and pressured me to sign a write off form in 3 hours as she's on vacation the next day for a month. I could have lost a brand new car because of an unfair estimate and she acted completely non-challenge about that. Whenever I'd call other adjusters, while she's away, they give me completely different answers to the same questions. When I called Service they forgot to tell me I'd lose collision coverage even though I asked and asked. This resulted in my having to pay off my loan after I've also had to pay out of pocket to fix the car as a result of them not explaining to me that I wouldn't be getting the cheque and instead the cheque goes directly to my lienholder. Took me maybe 5 phone calls to change my address on file. After, they finally started giving me answers they had the audacity to ask for a letter from my bank, that the bank said was highly unusual. This is also after they already confirmed, they were mailing out the cheque ... This experience was so horribly inexplicably bad that it could drive someone to insanity and alcoholism. Stay away from these people...
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Did you know that on average Ontario drivers with good driving records pay $1,805/year in auto insurance? Is your insurance rate higher? Get a free car insurance quote and start saving today.
 

Excellent service

 
(4.8 out of 5 stars)
by Pleased Jan 25, 2019
...I was rear-ended on a Friday in November. It was my first accident, so I was nervous about reporting and insurance procedure. The process that TD Insurance has in place cradled me from my first report to them to completion of repairs. I was guided along and felt well looked after throughout. When I reported to the police collision centre, I was given a TD Meloche Monnex Insurance instruction sheet. I called the TD Insurance number on the sheet and a pleasant professional took down my details. It did take 50 minutes on hold waiting to get a rep; that was the only negative though. On Monday a personable and highly competent claims adjuster called me and fully explained the course of action as well as patiently answered all of my questions about repairs, a rental car and possible effects on my policy (none). Her kind attitude and words reassured and comforted me during this stressful time. During the repair process, the adjuster stayed in touch with me by email; I was kept in the loop. I chose to go to one of the repair facilities that was accredited by TD Insurance, so all paperwork and expenses were handled directly between TD Insurance and the repair facility. In a week I had my car back; it looked as good as new. I was pleasantly surprised at how easy and smooth the process was, a sign of excellent organization and coordination behind the scenes. Kudos to TD Insurance for their staff and also for their excellent process. The proof of an insurance company’s quality and value is in their service. TD Insurance deserves a rating of 10 out of 10. I recommend TD Insurance to everyone for their Insurance needs...
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