CUSTOMER SUPPORT

Have a question?

We're happy to help and bring more clarity to your insurance.

We’ll help you navigate insurance

Onlia is dedicated to providing the support you need, when you need it. Buying insurance can be overwhelming — we’re committed to bringing clarity on car and home insurance in Ontario.

Whether you have a question about buying online or a qualm about coverage you need, we’re here for you.

Ways to get support

  • Ask our chatbot

    Our digital chatbot is online 24/7, and can help with inquiries about buying and managing your insurance, submitting claims, and more. Click the pink icon near the bottom of your screen to get started.
  • Use My Account

    View your policy documents, update your information, and even change your coverage in My Account — no phone calls required. Our on-screen prompts are simple to follow, making insurance easier than ever.
  • Explore our FAQ

    You have questions, and we have answers. Explore our FAQ below to find information about eligibility for Onlia Insurance, choosing the right coverage, your premium, and more.

Frequently asked questions

Quote
How do I get a quote?

With Onlia you can easily get an insurance quote online. Just answer some questions and you'll get a price right away.

Some situations will require you to speak to an Onlia insurance broker team member, but otherwise you can get an insurance quote and policy anytime online.

If you have an Onlia account, and looking to add a product, ensure you are signed in or give us a ring at 1 844-472-7905.

Bundling
How do I bundle my Home & Auto policies?

New customers can bundle their policies by purchasing them at the same time. You'll automatically receive the discount. For existing customers looking to add a policy and receive the discount, contact your broker or give us a call at 1 844-472-7905.

Billing
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.

Your insurance policy

How often should I review my policy?

How often you review your policy is totally up to you. We recommend reviewing your policy around twice a year; this way you are reminded of what coverage you have and can make any changes should you need to.

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How often can I change my policy?

You can change your policy in your account whenever you need to by navigating to Change Requests and submitting a request.

Note that you can't backdate coverage, which means you can’t add coverage to a past date.

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Can I add or delete coverage to my policy?

You can change your policy in your account whenever you need to by navigating to Change Requests, selecting the type of request you'd like to make (ie, Home or Auto), and then selecting the relevant option from there.

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When will changes to my policy take effect?

As long as it's not in the past, you can set the date that you want your policy changes to take effect.

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I've legally changed my name. How do I update my insurance?

Please get in touch with us and let us know if you want to change the name on your insurance policy.

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How do I change my phone number?

Here's how you can update your phone number:

In your account, go to Change Requests in the navigation. Select Personal in the menu, and follow the directions to change your phone number.

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How do I change the start date of my policy?

You cannot change the start date of a policy that takes effect in the future.

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Can I change the effective date to today (or earlier)?

Once you've bought the policy, you can't update the policy start date anymore. 

Note that the earliest policy start date is tomorrow. You will not be able to backdate a policy or any coverages.

Insurance is intended to keep you safe against the possibility of future loss. As such, all insurance contracts must start on or after the time and date of your initial application. Unfortunately, we can’t go back in time. If we could, we’d probably buy some lottery tickets.

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How and when do I create a new account?

To create an insurance account, simply get a quote online. If you like what you see, you can purchase your policy on the spot. We'll make an account for you where you can access your policy documents, make changes, and more.

If you want to add a policy or make changes to an existing account, sign in and go from there.

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What does it mean when there are pending changes in My Account? Can I cancel them?

New policies you’ve purchased may show as pending changes to your account if you haven’t reached the policy’s start date yet. Until then, you can simply ignore this message. Once the policy is active, the message will automatically disappear.

Most changes to your account become effective the next business day. You can always cancel any pending changes before they take effect.

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How to contact us

By phone

Prefer to hear a friendly voice to help answer your insurance questions? Call us at 1-844-472-7905, Monday — Friday between 9 a.m. and 5 p.m.

Start a live chat or screen share

Start a live chat or screen share session with a customer support rep through our chatbot. Get on-screen assistance and instant answers to your questions during regular business hours, Monday — Friday.

Email us

Have a question after hours? Send us an email at support@onlia.ca and we’ll get back to you ASAP.

Share your feedback

We want to hear about your experience with us. Please let us know how we're doing, and where we can improve.

Report suspected insurance fraud

If you are aware of someone who is making false insurance claims, or who is illegally posing as an insurance broker to defraud others, please report it here.