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 do I add another vehicle to my account?

Need to add another vehicle to your insurance?

You can add a vehicle to your policy in your account. Here's how:

  1. Sign in to your account
  2. Navigate to Change Requests
  3. Select Auto
  4. Select Add a vehicle.  

Fill out your vehicle and driver details, and follow the onscreen prompts to submit to a broker.

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Someone in my household recently got their driver's licence. What should I do?

Milestone achieved! 🎉

Simply sign into your account and navigate to Change Requests. Select Auto, and follow the steps to add a driver.

Adding a new driver to your insurance allows them to start building their insurance history. Not to mention you have the added security of knowing they (and others) are protected in case anything happens.

Learn more about the requirements for the different licence classes on the Government of Ontario’s website.

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I just got married. Should I make any changes to my auto insurance?

Congrats on tying the knot! 🎉

If your spouse has a driver’s licence — and doesn’t already have insurance with another company — they need to be added to your insurance, even if they don’t drive very often. It's to ensure they’re fully covered under your policy if they’re ever involved in an accident (either as a driver or a passenger).

Adding a driver to your insurance is easy. Simply sign into your account and navigate to Change Requests. Select Auto, and follow the steps to add a driver.

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My child has a driver’s licence but is away at school most of the year. Do I still need to add them to my policy?

Since they still have occasional access to your vehicle(s), you’ll still need to make sure they are covered in the event of a collision. Adding a new driver to your insurance means that they can be protected under your policy if they are injured in a collision – even if that collision takes place while they are a passenger in someone else’s car.

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My car is in storage. Do I still need insurance?

If your car is financed or leased, the companies who have a financial interest in your car may have requirements about the minimum coverage on it. If you are unsure, it’s best to give them a call before removing any coverage.

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I'm driving more/less km than I originally thought when I signed up. How can I update this?

The number of kilometres driven per year is one of our rating variables when we calculate your price. 

If you need to update the number because you find that you’re driving more or less than you originally thought, just give us a call or email your broker.

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How do I replace an old vehicle with a new one?

Here's how to replace an old vehicle with a new one in your account:

  1. Sign in to your account and navigate to Change Requests. Select Auto and then select the Add a Vehicle button.
  2. Follow the on-screen instructions to add the new vehicle.
  3. Once you've added your new vehicle policy, you need to cancel the policy for the old vehicle:
  4. Sign in to your account and navigate to Change Requests. Select Auto and then select the Delete a Vehicle button and follow the instructions on screen.

Please note that this is just a request - a broker will review your request and make the necessary changes to your policy and confirm with you.

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Can I remove my family protection coverage?

Though not required by law in Ontario, we include Family Protection coverage as a standard feature in our car insurance because of the important protection it provides.

Please contact us if you wish to remove it from your policy.

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My child has their own car, and their own insurance. Do I still need to add them to my policy?

Even if the other drivers in your home have their own insurance policy, and even their own car, it’s still part of our due diligence to be aware of anyone else who may at some point drive your car. And just to be on the safe side, we assume that any licensed driver who lives in your household may end up behind the wheel of your car at some point.

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Can I reduce my third party liability coverage?

When you purchase auto insurance with Onlia, you can choose either $1 million or $2 million in liability coverage. This is the level of coverage most Ontarians have. 

You have the option to reduce your liability coverage limit after you’ve made your purchase. Just sign in to your account and navigate to Change Requests. Under Auto, choose Manage my coverage. From there you can choose different limits.

We don’t recommend this! Liability claims can easily exceed those limits, especially if you’re responsible for a collision that causes serious injuries. You’ll be better protected with a higher coverage limit.

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What does it mean to exclude a driver?

Excluding a driver in your household means they won’t be covered under your Onlia insurance. Because of this, they won’t be factored into your auto premium.

Excluding a driver in your household shouldn't be taken lightly. We can't cover damage caused by an excluded driver when they’re driving your insured vehicle.

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I can't find my home address.

The addresses we have available are acquired from Canada Post records. Sometimes we’re unable to find addresses, make sure you’re entering your address properly and check again.If the address still isn't showing, just give us a call at 1 844-472-7905.

Please keep in mind that you need to have a valid mailing address. A P.O. Box is a legitimate mailing address.

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How do I add a driver to my insurance?

Here's how to add a driver to your auto policy:

  1. Sign in to your account
  2. Select Change Requests from the main navigation
  3. Select Auto
  4. Select Add a driver
  5. Follow the on-screen instructions from there. 

Be sure to add all drivers in your household to your policy. Adding a new driver to your insurance allows them to start building their insurance history. Not to mention you have the added security of knowing they (and others) are protected in case anything happens.

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I'm not using my car as much anymore. Can I lower my coverage?

You can reduce or remove certain coverages in your account and submitting a Change Request.

If you’re looking for ways to lower your premium, you have a few different options. You can:

  • Increase your deductible, which lowers your monthly payments
  • Remove optional coverages
  • Lower your daily KM driven

Before you make any changes to your policy, it’s important to think about the possible consequences. Removing coverages can leave you at risk if something unexpected happens. If you’re changing your coverage temporarily, remember to change it back when your situation is different.

Planning to park your car for an extended period of time? Consider turning on long-term parking. Simply give us a call to arrange.

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How do I change my financing or leasing company information?

Send your broker an email or give us a call at 1 844-472-7905 to arrange.

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I only want liability coverage for my vehicle.

If you're an existing customer, your policies come standard with all the coverage you need to drive legally, plus collision and comprehensive coverage.

You can opt out of collision and comprehensive coverage if you want liability coverage only, however, this is not something we recommend as costs associated with vehicle repair or replacement can be extremely high.

If your car is financed or leased, the companies who have a financial interest in your car may have requirements about the minimum coverage on it. If you are unsure, it’s best to give them a call first.

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Can I keep only fire and theft coverage on my vehicle?

We offer long-term parking which is the same as fire and theft coverage.

Email your broker or call 1 844-472-7905 to adjust your coverage.

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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.

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I have a new class of driver’s licence. How do I update my account?

Congratulations on the new licence! 🎉

Just email a copy of your licence to us at support@onlia.ca. We’ll update your account for you.

FYI: You may be eligible for our Graduated Licensing discount.

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My vehicle is in storage. How do I put it under long-term parking?

Call us at 1 844-472-7905 or email us at support@onlia.ca to put your car in long term parking.

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How do I remove an excluded driver from my policy?

To remove an excluded driver from your policy, send a request to support@onlia.ca. Remember to include their full name, driver's licence number, and date of birth in your email.

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How do I customize my coverages?

Sign into your account, and navigate to the Change Requests tab. Select the type of policy you want to manage (auto or home), then select "Manage my coverage".

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How do I exclude a driver from my household?

To exclude a driver from your household, send a request to support@onlia.ca.

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How can I remove a driver from the vehicle on my policy?

Simply send an email to support@onlia.ca or your broker, or give us a call at 1 844-472-7905.

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My car is a total loss or write-off. What's next?

Refer to your pink slip for your insurance carrier's phone number to notify them of the total loss. 

You then need to either call us to cancel the policy, or let us know if you intend to substitute the vehicle on the policy with a new one. 

If you're using a rental car in the meantime, don't cancel your policy until you return your rental vehicle.

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I'm moving. Do I need to update my car insurance policy?

If you’re moving, and staying in Ontario, you need to update your auto insurance policy if you've moved, have a new mailing address or changed the location where your vehicle is parked. 

Here's how you can update your home or mailing address: 

In your account, go to Change Requests and select Personal. Then select Change of Address. Follow the directions on screen from there.

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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.