TD Insurance launches first AI chatbot for clients
Mon, 4th May 2026 (Today)
TD Insurance has launched a client-facing generative AI chatbot, the TDI Virtual Assistant. It says the tool is the first unauthenticated generative AI assistant of its kind among Canada's major home and auto insurers and Big Five banks.
The assistant answers common insurance questions through plain-language conversations on the TD Insurance website. It draws on existing website content and does not require users to log in or provide personal information.
Initially available on selected pages, it supports questions about home, auto and small business insurance, as well as general insurance topics. The assistant is offered in English and French, with a wider rollout planned across the website.
The launch expands TD's use of artificial intelligence across customer-facing and internal operations. Existing systems include virtual assistants for contact centre staff, TD Securities employees, wealth management teams and branch workers.
James Russell, senior executive vice president, president and CEO of TD Insurance, linked the launch to the insurer's broader digital efforts.
"Across TD Insurance, we're investing in digital innovation and AI to help make insurance easier to navigate for Canadians. 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," Russell said.
The system was developed with Layer 6, TD's artificial intelligence research and development centre, and the bank's Global Technology & Solutions team. TD says the model was trained on existing website material so users can access policy and product information in a conversational format.
Digital push
For insurers, generative AI in customer service is becoming a growing focus as firms look to handle routine enquiries online and reduce friction for customers seeking basic information. TD is positioning the tool as a way to help visitors researching coverage for the first time or looking for a quick answer without contacting an adviser.
Kristen Gill, vice president, executive journey product owner, general insurance journey, TD Insurance, said the tool reflects changing customer expectations around digital access.
"With Canadians looking for simple, digital ways to access information, we're focused on delivering tools that meet them where they are. 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," Gill said.
The assistant also includes a feedback function that lets users rate responses with a thumbs up or thumbs down. TD says that input will help refine the service over time.
The launch adds to the bank's wider efforts to embed AI tools across its businesses. A generative AI assistant introduced in TD contact centres has reduced call hold times by 12%, while its TD AI Prism model has increased marketing campaign response rates by more than 40%, according to the bank.
Luke Gee, chief analytics and AI officer at TD, said the chatbot marks a broader milestone for the bank.
"We're proud to be the first among Canada's major financial institutions to bring a client-facing generative AI virtual assistant to market. 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," Gee said.
TD says its Trustworthy AI team reviews models through a series of checks during development and continues to monitor them after deployment. The bank, which has 28.1 million clients and US$2.1 trillion in assets, has been expanding digital services across its banking, wealth and insurance operations.
Alongside the new assistant, visitors can still use the insurer's existing natural language processing chatbot on other web pages or contact a licensed TD Insurance adviser for personalised advice.