What Happens After You Submit a Claim?

Have you ever wondered what the whole process of a car or home insurance claim is like?

Hopefully, you’re never in the pickle of having to file a claim, but life is full of unpredictable events — that’s why you have insurance. 

Claims serve as a buffer, helping you financially recover from these unexpected incidents. Whether it’s a minor car accident or a home-related mishap, filing an insurance claim allows you to seek reimbursement for the costs involved in repairing or replacing damaged property.

The reimbursement brings you back to where you were before the event. It’s like having a safety net in place to ensure you’re not left hanging during challenging times.

Types of insurance claims

There are several types of insurance claims that individuals may encounter, depending on the types of insurance policies they hold. Here are some common types found in Ontario, and those covered by Onlia if you have a car and/or home insurance policy with us:

• Car insurance: Ontario requires all drivers to have car insurance. Claims can include those for vehicle damage due to unexpected events like collisions, theft, vandalism and claims for injuries resulting from the instances.
• Property insurance: Condo, home, tenant and landlord insurance covers damage to homes and personal property. Claims may arise from perils like electricity, fire, smoke, water, wind, explosions, theft, vehicle impact or natural disasters.

How and when do I file a claim?

While everyone hopes to never find themselves in a situation where they need to make a claim, the reality is, accidents happen — that’s why you have insurance. If there’s been an incident that’s covered by your car or your home insurance policy, be sure to file a claim as soon as possible.

Filing an insurance claim involves a series of steps:

1. Review your policy: Start by reviewing your insurance policy. Understand the coverage limits, deductibles, and exclusions to determine if the situation you’re facing is covered by the policy.
2. Assess the situation: If you experience a loss or an event covered by your insurance, asses the situation. For example, in the case of a collision, make sure everyone is safe, and if needed, call first responders and seek medical attention.
3. Notify your insurance company: Contact your insurance company as soon as possible after the incident occurs. They will provide you with specific instructions on how to proceed.
4. Gather information: When you file a claim, you’ll need to provide detailed information about the incident, including the date, time, location and description of what happened. For car collisions, you’ll information like: the drivers involved – including names, licence numbers, licence plate numbers, car details, number of passengers, and injuries – as well as the name and badge of the investigating officer.
5. Provide documentation: Depending on the type of claim, you may need to provide documentation to support your claim. This could include photos of the damage, police reports, medical bills, receipts and any other relevant records.
6. Work with the adjuster: Your insurance company will assign a claims adjuster to your case. This person will investigate the claim and assess the damages. Work with them to provide the details they need to process your claim.
7. Keep records: Keep copies of all communications with your insurance company, including emails, letters and notes from phone calls. This documentation can be helpful if any issues arise during the claims process.
8. Follow-up: If your claim is taking longer than expected to process, don’t hesitate to follow up with your insurance company for updates.
9. Stick to deadlines: Make sure you meet all the deadlines set by your insurance company. You don’t want to miss out on having your claim approved.
10. Resolution: Once the claims process is complete, your insurance company will provide you with the resolution, which may include payment for damages or benefits, or a determination of coverage.

It’s essential to review your insurance policies carefully and understand the types of coverage they provide. When filing a claim, it’s also important to follow the specific procedures outlined by your insurance company to ensure a smooth process. 

Can I withdraw my claim after reporting?

It’s possible to withdraw an insurance claim after it has been reported, but the ability to do so is dependent on several factors, including the type of claim, the stage of the claims process, and the specific policies and procedures of your insurance provider.

These options, if you qualify, can include whether you wish to pay for the damages yourself and if there are no other parties involved.

Remember the exact process of withdrawing a claim can vary from one insurance company to another. It’s crucial to review your insurance policy, contact your insurance provider directly, and follow the specific instructions for withdrawing a claim.

And always act promptly if you’re considering filing or withdrawing a claim to help avoid  any potential issues before they arise.

Where can I check on my claim’s status?

For Onlia customers, you can sign in to your My Account online, or contact us during work hours, Monday to Friday, 9 a.m. to 5 p.m for an update on your claim.

Or you can find some of the answers to your questions through our FAQ section.

What happens if I need to file another claim?

It’s rare, but if you’ve already filed a claim with your insurance company and another incident happens, it’s best to file a new claim based on the date of loss. Depending on the claim, your insurance company may handle the damages under one.

The process generally follows the same steps as your previous claim. Say for example a hailstorm damages your home and you file a claim, then a few days later a tree affected by the storm falls on your car, the deductible for the car insurance may be waived as a courtesy instead of charging both.

How long will it take to process my claim?

It depends on the complexity of the claim, but Onlia aims to respond to all insurance claims within 1-2 business days to get the ball rolling. During the claims process, you can always contact your adjustor and request an update on your file.

The Onlia Insurance app also makes it quick and easy to get the process started, connecting you with our 24/7 claims team, who’ll be there with you every step of the way.

How will I get paid once the claim has been completed?

Once your insurance claim has been completed and approved, the payment process typically involves Onlia disbursing the amount based on the terms of your policy and the circumstances of the claim.

The payment amount will also consider factors such as your deductible, coverage limits and any applicable adjustments.

Now, if the claim involves property damage, repairs, or replacements, Onlia may work directly with repair shops, service or healthcare providers to settle the claim. In some cases, we might pay for the services directly, and you’ll only need to cover the deductible.

If you are the sole beneficiary of the claim, Onlia has electronic funds transfer (EFT) payments available. However, if you are a co-payee — an individual or business that is entitled to a portion of payment — you will require a financial institution to help deposit the cheque. Examples of when there would be a co-payee would be:

Car claims: 

• If your car can’t be fixed and you’ve financed or leased it, you’ll get a payment for the total loss. The payment goes to you and the lienholders.
• If you choose a non-preferred shop for repairs, you get a repair payment. The payment goes to you and the shop you choose

Property claims:

• If you’re planning reports later with a contractor, you get a repair payment. It’s paid to you and the contracting company when the repairs happen.
• You’ll also receive a clear breakdown of the payment and what it covers. A final letter confirms the settlement and any follow-up needed.

Will I still be covered after making a claim?

Of course. Insurance companies won’t cancel your insurance for making a claim – after all, that’s what it’s there for. 

Insurance companies don’t just cut you off. Filing a claim doesn’t automatically mean that your insurance policy will be cancelled or that you’ll lose coverage.

We’re all designed to provide coverage for unexpected events, and that includes the need to make claims. So, rest easy.

There is a maximum number of claims you can make in a year, but even then, we’ll work with you to determine what the best options are depending on your situation.

Will making a claim affect my premium?

Your car or home insurance premiums might go up based on your situation and policy terms.

If you have accident forgiveness on your car policy or home claim forgiveness on your property, your first at-fault incident won’t raise your premium when it’s time to renew. Always review your policy to confirm if you have the option.

Car Insurance

If you make a claim for damages to your car, your premium might increase due to factors like past claims or recent incidents that make you a higher risk.

If you have Onlia and claim for comprehensive or direct property damage compensation, it won’t affect your premium upon renewal.

Property Insurance

With property insurance (home/condo/landlord/tenants), the impact can vary based on policy terms, claim circumstances and Ontario regulations. Usually, there’s a chance of an increase.

What if I bundled my car and home insurance?

If you’ve bundled your car and home insurance, your claim with only affect the related policy. So if you make a car insurance claim for a simple fender bender, your home insurance will remain unaffected. There are some edge cases where a claim may use coverage from both your policies – in these instances your insurer will typically coordinate your coverage between the two policies. 

Bundling car and home insurance together can offer several benefits for policyholders.

• Cost savings: Insurance companies often offer discounts when you bundle multiple policies with them. These discounts can lead to lower premiums compared to purchasing separate policies from different providers.
• Convenience: Bundling simplifies your insurance. You have a single point of contact for both your car and home insurance needs. This can make it easier to keep track of your policies, make payments and handle any changes or updates.
• Simplified claims process: Dealing with a single insurance company for both car and home insurance can streamline the claims process. If you ever need  to file a claim that involves both your car and home (e.g. a storm damages both your car and property), having both policies with the same insurer can make the process smoother.
• Better coverage: When policies are bundled, the insurance company can better coordinate coverage between the two. This can help ensure that there are no gaps or overlaps in coverage, leading to more comprehensive protection.
• Savings on deductibles: Some insurance companies offer a single deductible for bundled policies. This means you’d only need to pay one deductible in the event of a claim that involves both car and home.

Remember: it’s important to review the terms and conditions offered by Onlia or any other insurance provider when considering bundling your policies, and when making a claim. 

Onlia’s caring claims team is here 24/7 to help when you need it – so whether you need to make a new claim or want to follow up on the progress of your case, we’ll be here.