TD Insurance partnered with Symcor to modernize the delivery of regulated insurance communications - replacing manual, paper-heavy processes with a secure, digital-first solution that accelerates delivery, reduces operational costs, and strengthens compliance across the insurer–lender ecosystem.

With Symcor’s Policy Assist Central, TD Insurance now delivers Additional Interest Letters (AILs) quickly, consistently, and with full audit traceability, ensuring lenders receive critical updates without disruption.

The Challenge

Federal and provincial regulations require insurers to notify lenders, such as banks, auto finance companies, and leasing providers, each time a policy changes. For TD Insurance, this meant processing and distributing millions of AILs every year, traditionally through manual, paper-based workflows.

This legacy model created:

• High print and postage costs,
• Slow delivery of time-sensitive updates,
• Increased operational risk due to manual handling, and
• Limited traceability and audit readiness.

TD Insurance needed a secure, compliant and scalable digital solution that would modernize AIL distribution without disrupting how lenders receive required communications.

TD Insurance’s Modernization Goals

TD Insurance aimed to:

• Digitize regulated insurance communications,
• Reduce print and handling costs,
• Improve operational efficiency across insurer–lender workflows, and
• Strengthen compliance, reporting, and auditability.

The Solution: Policy Assist Central

Policy Assist Central acts as a secure, digital intermediary between insurers and lenders, enabling centralized, automated delivery of regulated AILs. Supported by Symcor’s omnichannel infrastructure, the solution intelligently determines the optimal delivery path – digital or physical – ensuring speed, accuracy and full visibility across the communication lifecycle.

How It Works

1. Secure AIL Ingestion: When a policy change occurs, TD Insurance’s system securely transmits the AIL data and metadata to Symcor for processing.
2. Automated delivery: Policy Assist Central ingests the data and makes AILs immediately accessible to subscribing lenders via a secure web portal.
3. Physical fallback for Non-Digital Lenders: When lenders are not yet digital ready, Symcor prints and mails the AILs using its national infrastructure, meeting all delivery requirements.
4. Seamless experience: All digital and physical deliveries are logged, tracked and retained in a centralized portal providing complete visibility for regulatory compliance and internal audits.

Results

With Policy Assist Central, TD Insurance achieved measurable improvements across cost, speed, operational control, and compliance, while modernizing insurer–lender communications.

By shifting to digital-first ingestion and automated workflows, TD Insurance reduced manual processing and print reliance, realizing:

• 50%+ cost savings through electronic delivery
• 220,000 AILs digitally delivered, eliminating approximately 460,000 printed pages
• A path to remove millions of pages from circulation by 2030

At the same time, centralized digital access gave lenders the ability to securely retrieve and reconcile AILs in real time, improving turnaround times and reducing friction across insurer-lender workflows.

Structured data and centralized reporting also enhanced visibility into policy changes, delivery status, and overall ecosystem exposure. At the same time, built-in audit trails supported alignment with federal and provincial regulatory requirements.

Together, these outcomes simplified workflows across insurance operations and lender communications, strengthened compliance oversight, and delivered measurable cost efficiencies.

“Symcor and TD Insurance innovated a brilliant solution that is digitally transforming legacy processes all insurance companies deal with today. Specifically, Policy Assist Central has modernized the transmission of regulatory documentation between insurers and interested parties, which has accelerated the way we work, optimized efficiencies across several operational teams, while significantly reducing our print expenses!”
— Sanket Sutaria, Senior Manager, Digitization, Automation & Workflow, TD Insurance

Conclusion

By partnering with Symcor and implementing Policy Assist Central, TD Insurance successfully modernized a mission-critical regulatory process by improving delivery speed, lowering operational costs and strengthening compliance across its extensive lender network.

This transformation demonstrates how modern, digitally enabled communication infrastructures can solve legacy challenges at scale, setting a new standard for regulated insurance communications in Canada.

Ready to Modernize Regulated Insurance Communications?

Symcor’s award-winning Policy Assist Central helps insurers and lenders move faster, reduce risk, cut costs by digitizing the delivery of regulated communications — without compromising compliance.

Explore how COR.CCX can support your organization:

• Drive digital transformation and operational efficiency across communications
• Meet regulatory mandates with confidence
• Reduce operational and mailing costs
• Gain visibility across insurer-lender communications
• Improve stakeholder experience