Frequently Asked Questions about Auto Insurance Claims

Frequently Asked Questions about Auto Insurance Claims

Auto insurance claims can seem a little confusing. Words, concepts, and a plethora of subsidiary details further complicate things when they shouldn’t be. That’s why we’ve answered some frequently asked questions about auto insurance claims.

Do I have to start the claims process?

Yes, we recommend that you initiate the claim process as soon as possible so that we can investigate the situation and best protect your interests. This is especially important if the accident involves a minor (those under the legal age of majority) because once the minor reaches the legal age of majority, they have the right to file an injury claim (TD Insurance is legally obliged to respond to such a claim) unless a claim has been filed. If you are not sure whether to initiate the claims process, please contact a TD Insurance Advisor at 1-866-848-9744.

Do I need a police report to file a claim?

No, filing a claim does not require a police report. However, the police must be contacted when:

  1. First aid required and personal injury required. (Also, please call 911 immediately.)
  2. If you believe a crime has been committed.

Whether or not you need to report to the police depends on where the accident occurred. It is in your best interest to call the police in the event of personal injury, extensive damage, or loss of public property. If in doubt, you’d better call the police, who can give you some guidance.

How do I start a claim?

Starting the claims process with TD Insurance is easy and convenient. You can start a claim through the TD Insurance Mobile App on your phone, my insurance Policy Management on the website, or by calling 1-866-454-8910.

This short video walks you through the steps of the claims process.

Will my premium increase if I file a claim?

Subject to availability. Your premiums may be affected by filing a claim, depending on several factors. For example, the area where you live, the type of car you drive, and the distance you drive each day are all factors that determine your premium.

Learn more about how your premium is calculated or how an accident can affect your premium.

How to determine the responsible person?

“Responsible person” is an insurance term that refers to the person who should be held responsible for an accident. We take the process of determining who is responsible seriously. We look at transcripts, dashcam videos, photos, charts, etc. of all parties involved, including eyewitness and police reports. We must comply with accident liability determination regulations, which vary by province/territory/country in which the accident occurred.

Can I settle damage or liability without using insurance?

Subject to availability. It depends on the province or territory you live in. Even if it can be resolved privately, there are factors (such as personal injury and cost) that can make your claim invalid.

How will TD Insurance handle my claim?

We provide advice based on your situation to bring you a personalized claims experience. We’ll stay in touch with you throughout the claims process to make sure we’re giving you the support you need. After you notify us that you are filing a claim, we will evaluate your car and follow up with you. A dedicated consultant will walk you through the next steps and provide the necessary help and resources to get you back on the road as quickly as possible. From start to finish, you can follow the progress of your claim and stay up to date with the TD Insurance mobile app or online with my insurance Policy Management’s auto insurance claims tracking tool.

You can also take your car to a TD Insurance Auto Center, have an on-site consultant, rent a car, and have your car repaired by a certified service technician.

Will TD Insurance keep me informed of progress after filing a claim?

We take pride in keeping you updated on the status of your claims. Once we have all the necessary information, including where you would like your car to be repaired, we will follow up with you as soon as we receive an estimate. In the event of a major natural or man-made disaster, there may be a long delay due to a large increase in the number of claims. To get the latest on your claims and track progress, check out the TD Insurance Mobile App or log in to my insurance Policy Management. 

How can I check the claim status?

Keeping track of the progress of your claim is easy. From initiating a claim to completing it, you can securely track the progress of your claim through the TD Insurance Mobile App or log in to my insurance Policy Management. You will also receive information updates from your dedicated advisor via email or text message, depending on your settings. You can even get their contact details at the touch of a finger. 

When will my insurance claim be paid?

All claims are different, so the time to complete this step will depend on the nature of the claim. Once we have received the necessary paperwork, you will be paid within a few business days via electronic transfer, our fastest method of payment.

Should I report a claim to the Report Center?

Subject to availability. If your province of residence uses a reporting center for insurance claims, you will have to report your claim to it. Learn more about auto collision insurance.

I have filed a claim, how can I get in touch with my advisor?

You can reach them directly using their contact details and find their contact details through the TD Insurance Mobile App, by logging into my insurance Policy Management or by calling 1-877-323-0343 and entering your advisor’s extension number.

In the event of an accident, what information do I need from the driver on the other side of the accident?

After an accident, you must obtain the following information from the driver of the other vehicle involved:

❏ Name, address, contact information, driver’s license number, and insurance information

❏ Vehicle make, model, license plate number, and Vehicle Identification Number (VIN), which is typically located in the driver’s door, on top of the dashboard, in the glove box, and the vehicle registration information

❏ Names and contact details of any other passengers or witnesses.

Even if the police are present, we recommend that you collect this information so you can provide it directly to your claims advisor.

Someone hit my car and ran away, what should I do?

This situation is known as a hit and run, and we recommend that you report the damage to your local police within 24 hours of discovering the damage. If you want to start a claim, you can report it through the TD Insurance Mobile App, MyInsurance Policy Management, or by calling 1-866-454-8910.

What should I do if my car is involved in an accident and it is off-duty time?

We are always at your service. Use the Accident Assistance button in the TD Insurance Mobile App to get in touch with us today or at 1-877-695-7712, 24 hours a day, 7 days a week.

What if I can’t drive after an accident?

We can help you. You can get in touch with us today through the TD Insurance Mobile App or by calling us at 1-866-454-8910.

We can dispatch a trailer to help you find a TD Insurance Auto Center or a trusted auto repair shop through the TD Insurance network. Choose any of the options above and you’ll be covered for car repairs as long as you’re the owner of the car and covered by TD Insurance. We’ll also guide you through the next steps in making a claim.

Can I use the Accident Assistance button in the TD Insurance Mobile App to get tow truck service? Can I file a claim using this button?

Can. You can schedule a tow and start a claim directly from the Accident Assistance button in the TD Insurance Mobile App. If you need any help along the way, a TD Insurance Dedicated Advisor can assist you, and we also have online tools for your convenience.

Where do I need to tow the car in the event of an accident?

If your car is no longer safe to drive, you can tow it to your nearest TD Insurance Auto Center or one of your preferred auto repair shops. Choose any of the options above and you’ll be covered for car repairs as long as you’re the owner of the car and covered by TD Insurance. You can also tow your car to a repair shop you trust.

Does my insurance cover the cost of towing or roadside assistance?

It depends on the insurance you have purchased. If you have collision coverage, the insurance will cover the cost of towing if a tow is required for a covered loss, such as a car accident. Download the TD Insurance Mobile App or log in to my insurance Policy Manager online to view your coverage.

Can I choose which doctor to see after an accident?

Can. Sometimes a doctor’s visit or medical examination is part of the claims process, and we believe that customers should always be able to choose a doctor they trust. We will only choose a doctor for you if we require an independent medical examination.

What are my options for servicing my car?

We offer a variety of options. For eligible claims, we can provide an initial estimate based on photos of your damaged car that you take and submit, which will speed up the claims process and save you from having to wait for an in-person damage determination. To service your car, you have the following options.

Take your car to a TD Insurance Auto Center and get the convenience of a dedicated claims advisor, rental car company, and repair shop all in one place. These centers serve TD Insurance customers only.

You can also take your car to one of our select network of repair shops. We only work with reputable repair shops, so as long as you’re the owner and insure your car with TD Insurance, we’ll give you a lifetime repair guarantee.

Of course, you can also take your car to a workshop of your choice if you prefer. We will send an appraiser to assess the extent of the damage. You need to obtain the repair warranty directly from the workshop.

How long will the repair take?

Subject to availability. Accident situations vary, so we cannot promise in advance the exact time required for repairs. The time required for repair depends on the extent of damage, parts availability, and other factors. However, you can track the progress of your claim at various stages. You can follow the status of your claims with the TD Insurance Auto Claims Tracker, and you can choose to receive updates from advisors via email or text message, so you can stay on top of your claims progress.

Still, have questions? We are happy to answer your questions. Use the TD Insurance Mobile App or log in to my insurance Policy Management to learn more. If you have any questions, you can also contact a TD Insurance Advisor at any time at 1-866-848-9744.

What happens during car repairs?

If you choose to take your car to a TD Insurance Auto Center, a certified repair technician will inspect the car for damage and our claims advisor will walk you through the next steps. They can also help you rent a car on site. The TD Insurance Mobile App provides finder tools to help you easily find a TD Insurance Auto Center or select provider near you so you can send your car in for repair. In both cases, as long as you are the owner of the car and have your car insured with TD Insurance, you can enjoy a lifetime warranty on your car. After that, you can track every step of the claim process through the TD Insurance Mobile App or MyInsurance Policy Manager. Learn more about the TD Insurance Auto Insurance Claim Tracker.

If you choose to repair your car in a repair shop, a TD Insurance Auto Appraiser will schedule a meeting with you to assess the damage to your car and answer your questions.

What if the condition of the car deteriorates after it has been repaired?

We only work with reputable repair shops, so as long as you’re the owner and insure your car with TD Insurance, we’ll give you a lifetime repair guarantee. If you have any dissatisfaction, please contact a dedicated TD Insurance Claims Advisor and we will work hard to find a solution. If you choose a workshop of your own to have your car serviced, we recommend that you direct your questions to that workshop.

If my car is damaged and I am not responsible, do I still have to pay for the repairs?

Subject to availability. Accident situations vary, so we need to investigate and gather more details to determine if and when you need to pay the deductible. Call us at 1-866-454-8910 and we can help you find out.

What can I do if my car is stolen?

Can. You should call the police immediately. After contacting the police, please call us immediately to start the claims process. You can start your claims process with our helpful auto insurance claims tracking tool by calling 1-866-454-8910, the TD Insurance mobile app, or your insurance policy management account.

When you file a claim, we recommend that you have the following information on hand:

  • police report number
  • where the car was last seen
  • The number of car keys and the location of the keys before and after the car was stolen
  • A description of your car (including mileage and features)
  • A list of personal items in the car when the car is stolen. Some personal items may be covered by homeowners insurance.
  • If your stolen car is recovered, please be sure to notify us immediately.

Can the damage caused by the fire be compensated?

Subject to availability. Fire damage is a common risk covered by most auto insurance policies, depending on the type of coverage you choose. You must purchase comprehensive insurance, all risks insurance, or specific risks insurance to be covered for these types of losses. Please refer to your policy as some limitations and exceptions may apply.

Are there situations where I don’t have to pay the deductible?

Yes. If after investigation it is determined that you are not responsible, you may not be liable for the deductible. (The deductible is the cost of repairing the car that you have to pay out of pocket, and the rest of the damaged car will be covered by insurance.) Typically, waivers are only granted if someone agrees to cover the deductible for the policyholder. Compensation will be waived. For example, if you are involved in an accident and you are not responsible, the insurance company of the other driver in the accident may agree to cover your deductible for you.

Not all provinces and territories use this system. Some provinces (such as Ontario, Quebec, New Brunswick, Alberta, Newfoundland, Prince Edward Island, and Nova Scotia) offer direct indemnity property damage insurance that can be used in the event of a no-fault accident provide financial security. Depending on your province of residence, you may be able to choose a deductible for this insurance.

Usually, you pay the deductible directly to the repair shop that repairs the car. After that, we will be responsible for any expenses that are covered by your insurance more than the deductible. To learn more about how to pay your deductible, log in to my insurance Policy Management or contact your dedicated claims advisor.

Auto insurance claims can seem a little confusing. Words, concepts, and a plethora of subsidiary details further complicate things when they shouldn’t be. That’s why we’ve answered some frequently asked questions about auto insurance claims.

By aamritri

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