Protecting your privacy and the confidentiality of your personal information has always been a fundamental part of the way we do business at TD Insurance Home and Auto, whether over the Internet, by telephone or at our offices.
To us, providing you with the best client service includes treating you fairly and with respect. Our Privacy Code, including the corresponding online version, tells you how we ensure that your privacy and the confidentiality of your information are protected. Please use the links below to learn more.
Our Privacy Code
Our Privacy Code: a surfer’s guide
Our Privacy Code
The TD Insurance Home and Auto Privacy Code describes how we ensure that your privacy and the confidentiality of your personal information are protected. Click on any of the links below for more information.
Five key principles
Why we ask for your information
Serving you better
Why we ask others for information about you
When we release your information
How we protect your information
Your right to access information
Keeping your information up-to-date
Respecting your preferences
Your concerns matter to us
Five key principles
Our Privacy Code applies to all of our clients, and consists of five key principles.
- Collecting and using information
The information we collect will be used in the normal course of business to assess your insurance needs, communicate with you, apply the underwriting and rating criteria, issue insurance documents and settle your claims. It will be kept in your file.
Either before or at the time we collect information about you, we will explain how we intend to use it. We will limit the information we collect to what we need for those purposes, and use it only for those purposes. We will obtain your consent first if we wish to use your information for any purpose other than assisting you with your insurance needs, and before collecting information from third parties.
- Call monitoring
To ensure that all of our clients receive the best possible service, we use a call monitoring system in all of our Client Service Centres. This enables us to monitor and record telephone calls, and use the information for training and quality assurance purposes. Clients who prefer not to have their calls recorded are welcome to request an insurance quote by writing to us.
- Releasing information
Your personal information may only be released to other persons under the following circumstances:
- If we have your consent;
- To select representatives (suppliers and agents) who assist us in serving you and who are obliged to maintain the confidentiality of your information;
- When we are required or permitted to do so by law.
- Protecting information
We will protect your personal information with appropriate safeguards and security measures. We will retain it only for the time it is required and for the purposes we explain.
- Providing information access and accuracy
We will give you access to the information in your file. We will make every reasonable effort to keep your information accurate and up-to-date and encourage you to contact us with any changes.
- Respecting and responding to your privacy concerns
Our Privacy Code explains your options for refusing or withdrawing consent to the collection, use and release of your personal information, and we will record and respect your choices. We will investigate and respond to your concerns about any aspect of our handling of your information. Our Privacy Code explains how we uphold each of these important principles.
Why we ask for your information
We ask you for your personal information in order to establish your insurance needs and provide you with the best possible service.
We obtain most of your personal information directly from you. The information we ask for depends on which product or service you request. For every product or service, we need your name, address and other identification information, including:
- Birth date
This helps us identify you and ensure that no one is trying to impersonate you. We may also use it to determine your eligibility for products, services or discounts that may apply to a particular age group.
- Claims history
This information is important in helping us to assess your insurance profile and recommend the right coverage at the right price. We may obtain the information from a variety of sources, including other insurers, claims tracking databases, brokers, claims experts, investigative bodies, etc. We usually verify the information you provide when you buy your insurance, or at the time of the claim. If we need to obtain sensitive financial or medical information, we will ask for your specific consent.
- Information about your property
Whether you insure a car or a house, we need information to make sure we recommend the right insurance product. For example, we might disclose your information in order to obtain an appraisal of the value of your house in order to provide you with the insurance coverage you need.
- Financial information
Financial information, such as a bank account number or a credit card number, is mainly collected for payment purposes. For example, because the majority of our clients opt to pay using Pre-Authorized Chequing, we will usually require an account number to process payments. When a payment is made by cheque or money order, we may contact a client’s bank to verify it.
We may also verify information from a client’s credit report (credit score). This information is only one element among others, including your claims history and driving record, for example, that we review in the underwriting or claims process.
We never use credit information to refuse to issue, or cancel a policy, or to determine your financial ability to pay the premium. Because an individual’s credit score is a strong claims predictor, the process of verifying this information allows us to access reliable information electronically and prepare a quote in minutes, whether you are doing business with us online or by telephone. While a request for credit history will appear in your file, there are no negative consequences to the request and it is not considered a credit check and does not in any way affect your credit score.
When we obtain your credit report, we usually do it via Equifax and/or TransUnion. You can reach these organisations at the following addresses:
TransUnion Canada
Consumer relations centre
PO Box 338
LCD 1
Hamilton, Ontario L8L 7W2
Equifax Canada Inc.
Consumer relations department
Box 190
Jean-Talon Station
Montréal (Québec) H1S 2Z2
- Health information
This is required only in specific cases to determine whether you have special medical conditions that may affect your coverage or claim.
In these cases, we only collect the information we need for the purposes explained to you. If ever we wish to use it for other purposes in future, we will ask you for your consent at that time and explain why.
Serving you better
The TD Insurance Home and Auto program is underwritten by TD General Insurance Company, Primmum Insurance Company and TD Home and Auto Insurance Company.
TD Insurance Home and Auto is a trademark of The Toronto-Dominion Bank and a trade name of Primmum Insurance Company, TD Home and Auto Insurance Company and TD General Insurance Company.
We continually strive to serve you better and ensure we meet your expectations. Agreeing to let us share your information within the TD Bank Financial Group helps us to meet this goal.
Sharing your information allows us to instantly recognize you as a client of the TD Bank Financial Group, no matter when or where you contact us. It also helps us to understand your financial needs by allowing us to review what TD Bank Financial Group products you have and how you use them. With this information, we may offer you other TD Bank Financial Group products and services – including special promotions – that we believe will be of interest to you.
Note: Any health information provided to us in connection with an insurance product is never shared.
Withdrawing your consent
It is important for you to know that you can decide to withdraw your consent at any time. For more information, please click here.(goes to Respecting your preferences)
Why we ask others for information about you
With your consent, we may obtain information about you from third parties, such as previous insurers, government organizations who manage public information data banks, or insurance information bureaus (according to provincial laws).
Obtaining additional information from these third parties helps us to verify the information provided, evaluate your needs and assess your eligibility for our products and services or for our group rates.
For example, for automobile insurance, we need to know your driving history. For this reason, we may obtain a Motor Vehicle Report. We will not do this without your consent; however, it is important to note that if you do not give your consent, we may not be able to insure you.
When we release your information
Under no circumstances do we sell client lists or personal information to others. When information about you is released, it is always with your consent, unless we are required or permitted to do so by law.
- To serve you better
We provide a limited amount of information, only as necessary, to our personnel and select representatives (suppliers and agents), for activities such as marketing campaigns or satisfaction surveys.
For example, we may share your information with suppliers like body shops, car rental agencies, cleaning firms, appraisers, mailing houses or information technology firms, but only for the purposes of assisting you with your insurance needs.
- When required or permitted by law
In cases where your personal information is required or permitted by law, we must provide the information in response to a valid demand, search warrant or other legally valid enquiry or order. We may exchange information with third parties such as police forces or independent claims experts in the event of an enquiry with respect to a loss. We may also disclose information to an investigative body in the case of a breach of agreement or contravention of law in order to help prevent fraud, money laundering or other criminal activity.
- Transfers of a business
As TD Insurance Home and Auto continues to grow, we may acquire new businesses or sell parts of our existing business. As part of these transactions, personal client information and information regarding the insurance product or service purchased would generally be among the transferred business assets.
How we protect your information
We will protect your information with appropriate safeguards and security measures.
We maintain rigorous security standards to protect our systems and your personal information against unauthorized access and use.
All of our personnel and select representatives (suppliers and agents) are bound to maintain your confidentiality and may not use the information for any unauthorized purpose.
When we provide information in response to a legal enquiry or order, we ensure that the order is valid and we disclose only the information that is legally required.
All of our personnel are familiar with the procedures that must be taken to safeguard client information. We understand that protecting the confidentiality of your information is more than a formality – it’s an integral part of our job. It is spelled out in our employment agreements and regularly confirmed in writing.
We audit our procedures and security measures regularly to ensure that they are being properly managed and that they remain effective and appropriate.
We retain your information only as long as it is required, and only for the reasons it was collected.
The length of time we keep information varies depending on the product or service and the nature of the information. This period may extend beyond the end of your relationship with us, but only for as long as is legally necessary in order to have sufficient information to respond to any issue that may arise at a later date. When your information is no longer needed for the purposes explained to you, we have procedures to destroy, delete, erase or convert it to an anonymous form.
Your right to access information
It is your right to access the information in your file. Any request to access your information should be sent to our Privacy Officer in writing at the following address:
TD Insurance Home and Auto
Privacy Officer
50 Place Crémazie
Floor 12
Montréal, Québec H2P 1B6
We will respond to your request within 30 days. Please note that we may not be able to provide personal information found in your file which contains references to third parties, or information that is subject to legal privilege, contains confidential information proprietary to TD Insurance Home and Auto, relates to an investigation of a breach of an agreement or a contravention of the law, or cannot be disclosed for other legal reasons.
Keeping your information up to date
We will make every reasonable effort to keep your information accurate and up to date.
If you have home or auto insurance with us, you can help by keeping us informed and letting us know of any change in your address, telephone number, or automobile. If you find any errors in the information we keep in your file, simply let us know. We will make the corrections immediately and make sure they are conveyed to anyone in possession of the information. Your file will contain a record of all correspondence.
Respecting your preferences
We will be pleased to explain your options and record your choices, as well as explaining any consequences related to refusing or withdrawing your consent. If you do not want us to share your personal information within the TD Bank Financial Group or contact you with product information, you can tell us so at any time, by leaving us a message at 1 866 823 4737.
Your concerns matter to us
- If you have any questions or concerns about a privacy or confidentiality issue, please do not hesitate to contact our Privacy Officer in writing at the following address:
TD Insurance Home and Auto
Privacy Officer
50 Place Crémazie
Floor 12
Montréal, Québec H2P 1B6
- If you have already contacted us at the above address and your problem or concern remains unresolved, please contact the TD Insurance Home and Auto Privacy Ombudsman in writing at the following address:
TD Insurance Home and Auto
Ombudsman
3650 Victoria Park Ave
Floor 9
North York, Ontario M2H 3M6
If it is determined that your problem has not been addressed by the Privacy Officer, then the Privacy Ombudsman may direct your problem to the appropriate business unit for investigation and response. Within five days of receiving your enquiry, the Privacy Ombudsman will write or call to advise you of the actions being taken.
- If your problem or concern still remains unresolved, you may contact one of the following:
General Insurance OmbudService (GIO)
112 Kent Street
Suite 255
Toronto, Ontario M4V 2Y7
Office of the privacy commissioner of Canada
112 Kent Street
Place de Ville
Tower B
Floor 3
Ottawa, Ontario K1A 1H3
www.privcom.gc.ca
- You can also contact the appropriate provincial body that oversees such concerns.
Our Privacy Code: a surfer’s guide
Protecting your privacy and the confidentiality of your personal information is a fundamental part of the way we do business with you, whether over the Internet, by telephone or at our offices.
Please use the links below if you have any questions about the information we collect when you visit MyTDIservice.com
Visiting our web sites
Cookies
E-mail comments, questions and responses
Participating in games, contests or surveys
Your privacy matters to us
Modifying your options about the handling of your personal information
Your concerns matter to us
Visiting our web sites
When you visit our web sites and move from page to page, read pages or download content onto your computer, we collect information as to which pages you visited, the content you downloaded, and the addresses of the web sites you visited immediately before coming to our web sites. This information is collected only for statistical purposes, with one goal in mind: to serve you better.
We use this information to find out how many people visit our web sites and which sections of the sites are most often visited. This helps us to understand what type of information is most useful to you so that we can improve our web sites and make it easier for you to find the information you are looking for. Although we record statistical information on the number of visitors to our web sites, no information about you individually will be kept or used.
Cookies
There are two common types of cookies: "session cookies" and "persistent cookies". Session cookies store information only for the length of time that you are connected to a web site - they are not written onto your hard drive. Once you leave the web site, the originator of the cookie no longer has the information that was contained on it.
We use session cookies as an additional security feature for our web online services. For example, when you log in to any web service, such as a quoting engine, and are authenticated through your login ID and password, a cookie will store the identification number of your browser. Throughout your session, the session cookie acts as a type of digital signature to identify your current session to the web server. The web server will also monitor the number of your browser to ensure that your session is secure.
We also use session cookies to track your visits within our site. We use that information to determine the type of information that you are looking for and to improve our site. We use information about the site you visited immediately prior to ours to assess the viability of links to our site that we have created on third party sites.
The information stored in "persistent cookies" is written onto your hard drive and remains there until the expiry date of the cookie. At this point, Please use the links below if you have any questions about the information we collect when you visit MyTDIservice.com does not use persistent cookies.
Currently, most browsers do not distinguish between session cookies and persistent cookies. For web services to operate, your browser must be set to accept cookies. If you are concerned about having your browser enabled to accept cookies while you are surfing on other web sites, we recommend that you enable your browser to notify you when receiving a cookie. This gives you the ability to accept or reject any cookie presented by the web server you are visiting.
eMail: comments, questions and responses
When you send us eMail or when you ask us to respond to you via eMail, we learn your exact eMail address and any information you have included in the eMail.
We use your eMail address to acknowledge your comments and/or reply to your questions, and we will store your communication and our reply for future correspondence. We may use your eMail address to send you information about our products or services that we believe may be of interest to you. If you don't want us to contact you with product information by eMail, simply let us know at any time via eMail.
Even if you have asked us to put you on an eMailing list to provide you with certain information on a regular basis, or we send you information about our products and services via eMail, you may ask us to remove you from the list at any time using the unsubscribe instructions provided with each eMail.
When you send us an eMail, it is important to note that the transmission does not occur in a secure environment. If, in the course of an application, TD Insurance Home and Auto requests that you transmit confidential information over the Internet, we ensure that such transmission is encrypted. We recommend that you use caution when forwarding free-format eMail messages to us and that you do not include confidential information (such as policy numbers, personal information, etc.) in those messages since they are not encrypted.
Participating in games, contests or surveys
When you participate in a game or contest, or submit a response to a survey question, we keep a record of the information, response or any opinions that you volunteer.
We may use whatever you submit for the purpose of awarding a prize in a contest, to come up with the game or survey results or to publish results on our web sites or in other media such as business documents or leaflets sent to our clients. The identities of contest winners are never published without their consent.
Your privacy matters to us
We will, in all cases, respect your privacy. The information referred to above will only be used if you have not refused or withdrawn consent to the collection, use or release of that information, where applicable. For more information on how we respect your preferences and your privacy, please consult our Privacy Code by clicking here.
Modifying your options about the handling of your personal information
To review your options under our Privacy Code, click here.
Your concerns matter to us
If you have any questions or concerns about a privacy or confidentiality issue, please do not hesitate to contact us in writing at the following address:
TD Insurance Home and Auto
Privacy Officer
50 Place Crémazie
Floor 12
Montréal, Québec H2P 1B6
Questions and Answers
Why do you collect personal information and how is it used?
We ask you for personal information in order to establish your insurance needs and provide you with the best possible service. The information we collect is used in the normal course of business to assess your insurance needs, communicate with you, apply the underwriting and rating criteria, issue insurance documents and settle your claims. It is kept in your file.
Either before, or at the time we collect information about you, we will explain how we intend to use it. We will limit the information we collect to what we need for those purposes, and use it only for those purposes. We will obtain your consent first if we wish to use your information for any purpose other than assisting you with your insurance needs, and before collecting information from third parties.
What personal information do you collect?
We obtain most of your personal information directly from you. The information we ask for depends on which product or service you request. For every product or service, we need your name, address and other identification information, including:
- Birth date
This helps us identify you and ensure that no one is trying to impersonate you. We may also use it to determine your eligibility for products, services or discounts that may apply to a particular age group.
- Claims history
This information is important in helping us to assess your insurance profile and recommend the right coverage at the right price. We may obtain the information from a variety of sources, including other insurers, claims tracking databases, brokers, claims experts, investigative bodies, etc. We usually verify the information you provide when you buy your insurance, or at the time of the claim. If we need to obtain sensitive financial or medical information, we will ask for your specific consent.
- Information about your property
Whether you insure a car or a house, we need information to make sure we recommend the right insurance product. For example, we might disclose your information in order to obtain an appraisal of the value of your house in order to provide you with the insurance coverage you need.
- Financial information
Financial information, such as a bank account number or a credit card number, is mainly collected for payment purposes. For example, because the majority of our clients opt to pay using Pre-Authorized Chequing, we will usually require an account number to process payments. When a payment is made by cheque or money order, we may contact a client’s bank to verify it.
We may also verify information from a client’s credit report. This information is only one element among others, including your claims history and driving record, for example, that we review in the underwriting or claims process.
We will never use credit information to refuse to issue, or cancel a policy, or to determine your financial ability to pay the premium. The process of verifying credit information allows us to access reliable information electronically and prepare a quote in minutes, whether you are doing business with us online or by telephone. There are no negative consequences to the request for a credit history by an insurance company. It is not considered a credit check and does not in any way affect your credit rating.
When we obtain your credit report, we usually do it via Equifax and/or TransUnion. You can reach these organisations at the following addresses:
TransUnion Canada
Consumer relations centre
PO Box 338
LCD 1
Hamilton, Ontario L8L 7W2
Equifax Canada Inc.
Consumer relations department
Box 190
Jean-Talon Station
Montréal (Québec) H1S 2Z2
- Health information
This is required only in specific cases to determine whether you have special medical conditions that may affect your coverage or claim.
In these cases, we only collect the information we need for the purposes explained to you. If ever we wish to use it for other purposes in future, we will ask you for your consent at that time and explain why.
Is my personal information shared with your affiliated companies?
The TD Insurance Home and Auto program is underwritten by TD General Insurance Company, Primmum Insurance Company and TD Home and Auto Insurance Company.
TD Insurance Home and Auto is a trademark of The Toronto-Dominion Bank and a trade name of Primmum Insurance Company, TD Home and Auto Insurance Company and TD General Insurance Company.
The TD Insurance Home and Auto brand belongs to TD Meloche Monnex, which is a member of the TD Bank Financial Group, one of the leading financial services organizations in Canada. With your consent, we will share your information within the TD Bank Financial Group to help us serve you better and ensure we meet your expectations. It is important to note that you can withdraw your consent at any time.
Sharing your information allows us to instantly recognize you as a client of the TD Bank Financial Group, no matter when or where you contact us. It also helps us to understand your financial needs by allowing us to review what TD Bank Financial Group products you have and how you use them. With this information, we may offer you other TD Bank Financial Group products and services – including special promotions – that we believe will be of interest to you.
Note: Any health information provided to us in connection with an insurance product is never shared.
Is personal information released to third parties?
Under no circumstances do we sell client lists or personal information to others. When information about you is released, it is always with your consent, unless we are required or permitted to do so by law.
- To serve you better
We provide a limited amount of information, only as necessary, to our personnel and select representatives (suppliers and agents), for activities such as marketing campaigns or satisfaction surveys.
For example, we may share your information with suppliers like body shops, car rental agencies, cleaning firms, appraisers, mailing houses or information technology firms, but only for the purposes of assisting you with your insurance needs.
- When required or permitted by law
In cases where your personal information is required or permitted by law, we must provide the information in response to a valid demand, search warrant or other legally valid enquiry or order. We may exchange information with third parties such as police forces or independent claims experts in the event of an enquiry with respect to a loss. We may also disclose information to an investigative body in the case of a breach of agreement or contravention of law in order to help prevent fraud, money laundering or other criminal activity.
- Transfers of a business
As TD Insurance Home and Auto continues to grow, we may acquire new businesses or sell parts of our existing business. As part of these transactions, personal client information and information regarding the insurance product or service purchased would generally be among the transferred business assets.
Does TD Insurance Home and Auto ask for personal information from third parties?
With your consent, we may obtain information about you from third parties, such as previous insurers, government organizations who manage public information data banks, or insurance information bureaus (according to provincial laws).
Obtaining additional information from these third parties helps us to verify the information provided, evaluate your needs and assess your eligibility for our products and services or for our group rates.
For example, for automobile insurance, we need to know your driving history. For this reason, we may obtain a Motor Vehicle Report. We will not do this without your consent; however, it is important to note that if you do not give your consent, we may not be able to insure you.
How is my personal information protected?
We maintain rigorous security standards to protect our systems and your personal information against unauthorized access and use.
All of our personnel and select representatives (suppliers and agents) are bound to maintain your confidentiality and may not use the information for any unauthorized purpose.
When we provide information in response to a legal enquiry or order, we ensure that the order is valid and we disclose only the information that is legally required.
All of our personnel are familiar with the procedures that must be taken to safeguard client information. We understand that protecting the confidentiality of your information is more than a formality – it’s an integral part of our job. It is spelled out in our employment agreements and regularly confirmed in writing.
We audit our procedures and security measures regularly to ensure that they are being properly managed and that they remain effective and appropriate.
We retain your information only as long as it is required, and only for the reasons it was collected.
The length of time we keep information varies depending on the product or service and the nature of the information. This period may extend beyond the end of your relationship with us, but only for as long as is legally necessary in order to have sufficient information to respond to any issue that may arise at a later date. When your information is no longer needed for the purposes explained to you, we have procedures to destroy, delete, erase or convert it to an anonymous form.
How can I access the information in my file?
To access the information in your file, you should send your request, in writing, to our Privacy Officer at the following address:
TD Insurance Home and Auto
Privacy Officer
50 Place Crémazie
Floor 12
Montréal, Québec
H2P 1B6
We will respond to your request within 30 days. Please note that we may not be able to provide personal information found in your file which contains references to third parties, or information that is subject to legal privilege, contains confidential information proprietary to TD Insurance Home and Auto, relates to an investigation of a breach of an agreement or a contravention of the law, or cannot be disclosed for other legal reasons.
Who do I contact if I want to withdraw my consent?
You have the right to withdraw your consent at any time.
We will be pleased to explain your options and record your choices, as well as explaining any consequences associated with a decision to refuse or withdraw your consent. If you do not want us to share your personal information within the TD Bank Financial Group or contact you with product information, you can tell us so at any time, by leaving us a message at 1 866 823 4737.
Who do I contact if I have questions or concerns?
- If you have any questions or concerns about a privacy or confidentiality issue, please do not hesitate to contact our Privacy Officer in writing at the following address:
TD Insurance Home and Auto
Privacy Officer
50 Place Crémazie
Floor 12
Montréal, Québec H2P 1B6
- If you have already contacted us at the above address and your problem or concern remains unresolved, please contact the TD Insurance Home and Auto Privacy Ombudsman in writing at the following address:
TD Insurance Home and Auto
Ombudsman
3650 Victoria Park Ave
Floor 9
North York, Ontario M2H 3M6
If it is determined that your problem has not been addressed by the Privacy Officer, the Privacy Ombudsman may direct your problem to the appropriate business unit for investigation and response. Within five days of receiving your enquiry, the Privacy Ombudsman will write or call to advise you of the actions being taken.
- If your problem or concern still remains unresolved, you may contact one of the following:
General Insurance OmbudService (GIO)
55 St. Clair Avenue West
Suite 255
Toronto, Ontario M4V 2Y7
Office of the privacy commissioner of Canada
112 Kent Street
Place de Ville
Tower B
Floor 3
Ottawa, Ontario K1A 1H3
www.privcom.gc.ca
- You can also contact the appropriate provincial body that oversees such concerns.
