TD Insurance Rolls Out New Virtual Assistant

Launch positions TD Insurance as first home and auto insurer – and a first among Canada’s Big Five financial institutions – to introduce an unauthenticated, client‑facing generative AI chatbot

TORONTO, May 1, 2026 / – Today, TD Insurance (“TDI”) announced the release of its first client-facing generative AI-powered chatbot, the TDI Virtual Assistant. The TDI Virtual Assistant is designed to make it simpler and more intuitive for users to connect with TD Insurance – providing responses and insights through conversational, plain-language interactions.  

Designed for ease of access, the Virtual Assistant retrieves and summarizes information from across the TD Insurance website, helping users get real-time answers to common insurance questions without having to log in or share personal information.

The launch positions TD Insurance as the first home and auto insurer – and a first among Canada’s Big Five financial institutions – to introduce an unauthenticated, client-facing generative AI Virtual Assistant.

“Across TD Insurance, we’re investing in digital innovation and AI to help make insurance easier to navigate for Canadians,” said James Russell, Senior Executive Vice President, President and CEO, TD Insurance. “The TDI Virtual Assistant is an important step in how we’re evolving our digital experiences to be more human – offering users clear and trustworthy information, through practical solutions and responsible innovation.”

Built in collaboration with Layer 6, TD’s AI research and development centre, and the Global Technology & Solutions team, the TDI Virtual Assistant uses advanced AI and is trained on existing website content. It currently supports inquiries on Home, Auto, and Small Business Insurance, and other general insurance topics, helping make it easier to find insurance information across digital channels. 

“With Canadians looking for simple, digital ways to access information, we’re focused on delivering tools that meet them where they are,” said Kristen Gill, Vice President, Executive Journey Product Owner, General Insurance Journey, TD Insurance. “Whether they’re exploring coverage for the first time or looking for quick clarification, this tool makes it easier to find the information they need in a way that’s fast and intuitive.”

Key features of the TDI Virtual Assistant:

• Speed and efficiency: Answers questions on common home, auto, small business and general insurance topics in seconds.
• Clear and easy to understand: Responses draw from existing website content, presenting product information through clear, human-like conversations.  
• User-friendly interface: Users can share what’s working and what’s not through a thumbs up or down feedback option, to help continuously improve the experience. 

“We’re proud to be the first among Canada’s major financial institutions to bring a client-facing generative AI virtual assistant to market,” said Luke Gee, Chief Analytics and AI Officer at TD. “The development of the TDI Virtual Assistant is another example of our AI team’s leadership in research and development. Our cutting-edge research has unlocked our ability to put AI in our clients’ hands, creating faster and simpler experiences where they get answers in seconds.”

Initially launching on select pages of the TD Insurance website, the TDI Virtual Assistant will expand throughout the year and is available in English and French. As the TDI Virtual Assistant rolls out, users can continue to leverage TD Insurance Chat, a Natural Language Processing (NLP) Chatbot on other TD Insurance web pages or call and speak with a licensed TD Insurance Advisor for personalized advice.

This latest launch builds on a growing list of AI solutions developed by Layer 6, TD’s AI research and development centre, that are helping deliver refreshingly simple experiences for colleagues and customers, including:

• A Gen AI virtual assistant launched in TD’s contact centres to help colleagues answer customer questions in seconds. Since its introduction, the contact centre virtual assistant has reduced call hold times by 12%.
• The TD Securities Virtual Assistant and the TD Wealth Virtual Assistant, which are helping colleagues access and understand investment research and product and policy information respectively, allowing for more time to interact with clients.
• TD Branch Virtual Assistant, which is helping 17,000 front-line colleagues in TD branches across its Canadian network answer client questions in seconds, down from minutes.
• TD AI Prism, an AI foundation model, which draws on clients’ financial behaviour over a period of time to predict their future financial needs. Since its deployment, TD AI Prism has led to an over 40% increase in marketing campaign response rates.

As the financial sector evolves, TD remains committed to innovation and the responsible use of AI. This approach is fostered by TD’s award-winning Trustworthy AI team, which evaluates AI models and ensures they pass a rigorous series of checks and balances throughout development and continuously monitors once they’ve been deployed. 

About TD Bank Group:

The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (“TD” or the “Bank”). TD is the sixth largest bank in North America by assets and serves 28.1 million clients in four key businesses operating in a number of locations in financial centres around the globe: Canadian Personal and Commercial Banking, including TD Canada Trust and TD Auto Finance Canada; U.S. Banking, including TD Auto Finance U.S., and TD Wealth (U.S.); Wealth Management and Insurance, including TD Wealth (Canada), TD Direct Investing, and TD Insurance; and Wholesale Banking, including TD Securities and TD Cowen. TD also ranks among North America’s leading digital banks, with more than 13 million active mobile users in Canada and the U.S. TD had $2.1 trillion in assets on January 31, 2026. The Toronto-Dominion Bank trades under the symbol “TD” on the Toronto Stock Exchange and New York Stock Exchange.

TD Insurance refers collectively to the following personal lines insurance companies within TD Bank Group: Security National Insurance Company, Primmum Insurance Company, TD General Insurance Company, TD Home and Auto Insurance Company and TD Life Insurance Company.

SOURCE TD Insurance

For further information: Megan Sampson, megan.sampson@td.com