Insurance ‘nightmare’ leaves Montreal woman without car for months

Vanessa Roi says her vandalized car has sat unrepaired for over three months as she struggles to get answers from TD Insurance.

A Montreal woman is still waiting to get her car back after it was vandalized over three months ago.

Vanessa Roi, who fled the war in Ukraine and arrived in Montreal in October 2022, says she worked hard to save enough money to buy her first car, a Honda Accord.

She says for her, the car represented a sense of freedom.

“I didn’t realize how valuable it is because I need to move from one end of the city to another,” said Roi.

However, at the end of April her car was vandalized. The windows and sunroof were smashed.

“I felt like, ‘Wow, is it really happening to me?’” said Roi.

After filing a police report for vandalism and an insurance claim, Roi says she has been waiting for months to get her car back. At the moment, it’s at a repair shop, sitting in the parking lot.

“I am confused, I am upset, I am frustrated,” she said, describing the ordeal.

According to Roi, there is an issue regarding coverage. Roi claims she has struggled to get answers from her insurance provider, TD Insurance.

In an email provided by Roi, TD Insurance launched an investigation into her claim on May 29. However, more than two months later, Roi still has no answers about whether the damage will be covered.

“It doesn’t make any sense for me,” says Roi.

In a statement, TD Insurance says it is working to make sure the claim is resolved “as quickly as possible.”

“TD Insurance is committed to supporting its customers and we understand how upsetting and stressful vandalism can be,” the statement says. “Claims are assessed based on the details of the claim and terms of the policy.”

In the meantime, Roi says she relies on rideshares and public transportation to get around. A cost that comes out of her own pocket.

Roi filed a complaint with the Autorité des marchés financiers (AMF), which regulates the insurance sector in Quebec.

That said, the entire ordeal has left her upset.

“When you shop and you buy your insurance, it’s written, no worries. When something happens, we’re going to help you. You’re protected. That’s what I read in my policy,” she says. “But then when it really happened, I had to go through all these nightmares.”