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Billing

Where can I find my bill?

You can view your current or past bills, in the Billing section of your account.If you have more than one policy with us, we’ll bill them together even if they have different start dates, so you’ll only have one bill to think about.

What payment methods do you accept?

This varies by carrier. Check with your broker via email or call us at 1 844-472-7905 to be sure.

Can I change my payment date?

You can, but it's generally a one-time change.

Your policy offers coverage for a term of 12 months. Since you’ve paid for the annual term, at the next renewal you can change your payment method to monthly. Simply login to your account and make the change.

If you have cancellation for non-payment, some carriers will not allow you to switch to monthly.

How do I change my payment information?

You can update your payment method in your account:

Go to Change Requests, and then select Payment from the type of request you'd like to make. From there, select Update Payment Method.

Please note that any changes to your payment information should be made at least 2 business days before your billing date.

Can I make a partial payment?

You can't make a partial payment. You can only make a payment for the full amount.

What happens if the payment date falls on a weekend or public holiday?

If your bill is paid by credit card, they'll be processed on your usual selected payment date. 

If your payment method is EFT (bank transfer) and your payment date falls on a weekend or public holiday, your payment will be withdrawn the next business day.

Either way, please make sure the funds are available 1-2 business days before your payment date.

How much is my next bill?

You can view your bill in the Billing section of your account. New bills become available on the 1st of every month.

I cancelled my policy. Why did you still charge me?

An insurance policy is a contract, so there will be some cost for canceling before your renewal date. The cancellation penalty amount will depend on what your annual premium is and how long is left on your contract.

Before you cancel, call your Onlia insurance broker team to review your coverages. We can guide you through any costs associated with your current policy. We value your loyalty and want to help you make the best decision.

Why do I have two invoices this month?

This usually happens as a result of a backdated change to your policy, made at the policyholder's request.

One invoice will reflect the cost difference for the change, and the other is your regular monthly invoice.

Why don't the numbers on my invoices add up?

Please get in touch with customer support at 1-844-472-7905 for questions about your invoice amounts.

The website keeps declining my credit card.

Make sure you have entered the correct information on your credit card, including all 16 digits, the expiration date and the CVV code located on the back of the card. Also, check with your bank to ensure the card is valid and is not pre-paid or reloadable. If you have a transaction limit on the card, that may also cause problems.

If you pay via EFT, ensure that your details are correct.

I used to be able to pay until the end of the month with Verassure. Why can't I anymore?

We've made it easier for Verassure customers to ensure their policies don't get cancelled for non-payment. Instead of requiring you to manually log in and pay a missed bill, we'll automatically attempt payment again later in the month. You'll be notified before we attempt to take payment to ensure you have enough funds to cover it. 

If you previously missed your payment on the 10th and paid it later in the month, your payment was late. Unfortunately, selecting your monthly payment date was not an option for Verassure. 

In most cases, when your Verassure policy expires, we can place you with a new carrier that allows you to select your payment date.

Can I use the down payment to cover a missed payment?

You can't use the down payment to cover a missed payment. Your down payment goes towards your last month’s bill.

If I cancel my insurance, how is the down payment credited to my account?

Your down payment will be credited to your account. Depending on the standing of your account, you may receive a refund or still owe a remaining balance.

Why does Onlia take a down payment or first and last?

Taking a down payment or first and last month's payment right away means that we can verify payment information instantly.

What is my down payment used for?

Your down payment will count towards your last month’s bill. Think about it like last month’s rent: if you ever decide to leave Onlia, generally your last month will be taken care of, but if you have an outstanding balance or cancellation fees, you may need to settle your bill.

Do you charge first and last?

Our brokers will try their best to place you with the insurance company that best suits your needs. How often you pay (ie. monthly or annually) along with whether a first and last is needed depends on insurer you are placed with.

Once your policy is issued, you'll receive your payment schedule.

If I sign up for insurance, do I have to pay upfront?

When you signed up for Onlia insurance, we asked you to make a down payment right away, equalling one month's worth of insurance premium.

Your down payment will count towards your last month’s bill. If you ever cancel your insurance, your account will be credited the full amount.

Do I have to pay another down payment when I'm adding a product to my existing account?

If you're adding a new product of the same type to your existing policy (like adding a second car), we don't take another down payment. If you're adding another product entirely, like a house when you already have a vehicle policy, then yes, you will.

Why is there a down payment invoice listed under Billing?

We add your down payment invoice to your list of bills so you can see how much you paid at any time. This invoice is only for your records: you already paid your down payment when you purchased your insurance.

Why is my first bill higher than I expected?

Your first payment generally will include your first and last month's payment, so it will be higher than your regular payment.

When is my first payment?

You can pick your billing date depending on your carrier, so that will be the first payment date.

I thought I already paid when I signed up.

The amount that you paid when you signed up with Onlia is your down payment. This payment counts towards your last month’s bill. It does not go towards your first regular monthly bill.

Think about the down payment like last month's rent: if you ever decide to leave Onlia, you’ll be credited the full down payment amount.

What happens if I miss a payment?

You'll receive a notification letting you know that you've missed a payment and the details on how to settle your invoice. 

This depends on your carrier, so check with your broker or carrier directly.

If you miss payments and are cancelled for non-payment, it can effect your ability to get insurance in the future.

I missed the payment date. Can I make a payment now?

Missing a payment depends on your carrier. Give us a call at 1 844-472-7905.

Why was I charged an NSF fee? Can you refund it?

NSF fees are issued by your bank if there aren’t enough funds in your account to pay your insurance bill. Onlia does not charge NSF fees, so any refund inquiries should be directed to your bank.

Can I use the down payment to cover a missed payment?

You can't use the down payment to cover a missed payment. Your down payment goes towards your last month’s bill.

My payment hasn't come out yet.

Your payment will be automatically withdrawn on the date you chose. It may take a few days to show up on your account, depending on your bank.

I’m unable to make my monthly payment. What options are available to me?

You can move your payment date to a different date one time, which may help you in this scenario. Get in touch with your broker or carrier directly to discuss your options.

My policy was cancelled for non-payment. Can I pay off the outstanding balance now?

You can call us and we'll process your payment. Some carriers may try to take payment again and you'll receive a notification for which date. 

Note that any outstanding balance needs to be cleared before you can purchase another policy with us. We recommend getting coverage with a different provider if you need insurance right away.

I thought I already paid when I signed up.

The amount that you paid when you signed up with Onlia is your down payment. This payment counts towards your last month’s bill. It does not go towards your first regular monthly bill.

Think about the down payment like last month's rent: if you ever decide to leave Onlia, you’ll be credited the full down payment amount.

I don't see the option to make an online payment.

If your policy is with Verassure, you won't be able to log in to make a payment online. We'll reattempt payment later in the month and notify you by email to let you know when we're going to do it.

If you're with a different carrier, this can vary. Give us a call at 1 844-472-7905 to speak with a broker.

I received a letter that my policy will be cancelled for non-payment.

If you're a Verassure customer, we have initiated the cancellation of your insurance with Onlia due to non-payment of policy premiums. We understand mistakes happen, so you have a final opportunity to pay your outstanding balance and keep your coverage. You'll receive an email with details on when we'll reattempt payment.

For other carriers, follow the instructions on the letter you received, or contact your broker directly.

I received a payment confirmation, but in My Account, it says that the payment hasn't been received yet.

The payment status in your billing overview can take a few days to update. Check back soon, and if you don't see a change, give us a call at 1 844-472-7905.

I received a text message from you about a missed payment. Is this legitimate?

Don't worry, it's us! You received a text message from us because you have an active insurance policy with us and we were unable to process your payment. We want to make sure you have the opportunity to keep your coverage.

If you don't want to receive Onlia service messages in the future, simply reply STOP to opt-out. Message and data rates may apply.

I used to be able to pay until the end of the month with Verassure. Why can't I anymore?

We've made it easier for Verassure customers to ensure their policies don't get cancelled for non-payment. Instead of requiring you to manually log in and pay a missed bill, we'll automatically attempt payment again later in the month. You'll be notified before we attempt to take payment to ensure you have enough funds to cover it. 

If you previously missed your payment on the 10th and paid it later in the month, your payment was late. Unfortunately, selecting your monthly payment date was not an option for Verassure. 

In most cases, when your Verassure policy expires, we can place you with a new carrier that allows you to select your payment date.

I changed my coverage and am expecting a refund. When will I receive it?

If you're expecting a refund, this could be handled in one of two ways: 

If you pay monthly, your future payments will be reduced to reflect the amount owing. If you pay annualy, your carrier will credit you within 30 days of the change.

I cancelled my policy. When am I credited for my down payment?

If you cancel your policy and are owed, you'll receive a refund within 10 days, unless your carrier is Verassure, and you'll receive it the 10th of the next month.

I cancelled my policy, when do I receive my refund?

If you cancel your policy and are owed, you'll receive a refund within 10 days, unless your carrier is Verassure, and you'll receive it the 10th of the next month.

Why do I have two invoices this month?

This usually happens as a result of a backdated change to your policy, made at the policyholder's request.

One invoice will reflect the cost difference for the change, and the other is your regular monthly invoice.

Why don't the numbers on my invoices add up?

Please get in touch with customer support at 1-844-472-7905 for questions about your invoice amounts.