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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

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Auto insurance

Are all drivers eligible for Onlia insurance?

Most drivers with a good driving history are eligible for Onlia's auto insurance.

There are situations where we're unable to insure someone. They include:

  • Significant at-fault collisions in the past 6 years

  • Major traffic or criminal convictions in the past 3 years

  • Having previous insurance cancelled

  • History of fraud, misrepresentation, or non-payment.

Whatever your situation, feel free to get a quote and we’ll let you know if we can insure you, or if there are any reasons why we aren’t able to.

Are there any restrictions on the types of cars you insure?

Most passenger vehicles can be insured with Onlia, with a few conditions. The car must be:

  • Designed to be distributed and used in Canada

  • Registered, plated, and located in Ontario for the majority of the year

  • Less than 20 years old, and less than $150k in value

  • Not damaged in any way that would affect its safe operation

  • Not customized, unless it's for accessibility reasons

  • Not for commercial use (unless it’s used for a ridesharing, carsharing, or delivery service that provides automobile insurance while you're on the job. We only cover the personal use part of your vehicle.

Do you cover vehicles used for ridesharing? (Uber, Lyft, etc.)

We can insure your vehicle if you drive for a ridesharing service that provides automobile insurance while you're on the job. We only cover the personal use part of your vehicle. 

Please review your company’s policy to ensure you have commercial coverage. We are unable to cover vehicles used for delivery services that do not provide insurance on the job. 

Do you cover vehicles used for delivery? (Uber Eats, Amazon Flex, etc.)

We can insure your vehicle if you drive for a delivery service that provides automobile insurance while you're on the job. We only cover the personal use part of your vehicle.

Please review your company’s policy to ensure you have commercial coverage. We are unable to cover vehicles used for delivery services that do not provide insurance on the job.

Do you insure commercial vehicles?

Sorry, we aren't covering commercial vehicles right now.

This includes:

  • Delivery services (e.g., courier, food delivery)

  • Driving lessons, racing, or speed tests

  • Carrying passengers for compensation (e.g., taxi, school bus)

  • Carrying materials to a job site (e.g., building materials)

  • Your car or truck is outfitted with equipment designed to support your business, including permanent toolboxes or insulated boxes for food, a snowplow, etc.

  • You allow employees to drive your car for business purposes

  • Farming, emergency, or rental vehicles

  • Vehicles held for sale by a car dealer

Do you insure customized cars?

Onlia does not insure customized cars unless it's for accessibility purposes. This includes customizations like:

  • Performance upgrades (e.g. nitrous, engine swaps, superchargers, air intake valve, etc.)

  • Aftermarket body or exhaust upgrades (carbon fibre hood, body kits, racing seats, roll bar/cage, shaved door handles, etc.)

  • Altered or hydraulic suspensions

  • Custom murals/graphics/paint

  • Aftermarket tachometer

Do you insure recreational vehicles? (RV, motorhome, snowmobile, etc.)

Sorry, we aren't currently able to cover recreational vehicles.

Do you insure motorcycles?

We do not currently offer coverage for motorcycles.

What are my options if my previous insurer(s) cancelled my policy?

It depends on why your policy was cancelled. Being cancelled by your previous insurer may impact your rates and/or eligibility with certain providers.

If you were cancelled for reasons such as fraud, misrepresentation, DUI, or a major/criminal conviction, your best bet is a call to your local broker. They can usually provide solutions for those scenarios.

Do you offer insurance outside Ontario?

Onlia is currently offering home & auto* insurance in Ontario only, but we’re looking forward to serving other provinces soon!

*Note that you need a valid Ontario driver’s licence to apply for auto insurance through Onlia.

Do you insure right-hand drive vehicles?

We do not offer coverage for right-hand drive vehicles.

We only insure regular vehicles designed for use in, and distributed in the Canadian market.

Do you insure G1 drivers?

We do insure G1 drivers! 

The great news is that if they aren’t the primary operator of a vehicle there won’t be any additional premium for them.

Do you cover vintage cars?

We only offer insurance for cars under 20 years old.

Can I buy Onlia insurance through a broker?

You can't buy Onlia insurance through a broker. We set up our insurance to be easy to purchase and manage online. You’re in the driver’s seat!

Start with a quote – it only takes a few minutes.

Can I get a quote for someone else?

You can assist someone in getting a quote if you have their permission. If they decide they would like to join Onlia, the registered owner of the car or home being insured must be the one to sign up.

The information you have for me is incorrect. How do I change it?

This information has been received from the Ministry of Transportation and previous insurance providers that you were with, and unfortunately, we’re not able to change it for you.

To update driving record details (licence, tickets and convictions, etc.)

Contact the Ministry of Transportation or Service Ontario to correct any wrong information. Once it's been updated, the changes could take up to a month to be reflected online. 

To update insurance history (collisions, policy cancellations, etc.)

If your insurance history isn’t correct, we suggest you contact the Complaint Officer/Ombudsman of your previous insurer(s) to make things right. They can work with you to update your collision and claims history.

Note that although you may have not reported an accident or thought it wasn't required, the third party involved in the accident may have reported the loss. If this is the case, your insurance history report will show this claim.

What is business use?

Do you need to drive to do your job? Business use refers to how often you use your vehicle to travel for work (other than getting to and from your place of employment). It can include using your car to carry work-related items like paperwork, sale signs, or your laptop, or using your car to drive to clients. 

These are not covered under business use:

  • Driving for a rideshare or delivery service that does not provide insurance while you're on the job.

  • Using your vehicle to transport tools.

  • Making deliveries of any kind.

  • Other commercial purposes (e.g. using your vehicle for a driver-training service).

Can you provide an insurance quote for me?

At Onlia, we've put everything online so that you can easily get a quote and buy insurance in just a few minutes! No brokers, phone calls, or paperwork are required 😊

Since you're in control, our team is unable to provide a quote or set up a policy for you.

What information do you get from my driver's licence?

When you provide your driver's licence number, we can search for your record and insurance history through sources like CGI Autoplus and the Motor Vehicle Record (MVR) through the Ontario Ministry of Transportation.

Your driver’s record will provide us the details of your driving history over the past 3 to 5 years.

There is a G1 driver in my household. Should I add them to my insurance policy?

G1 drivers in your household should be added to your insurance policy when you're getting a quote. This has no impact on your premium if they are not the primary driver of your vehicle.

What's the difference between a primary, secondary and occasional driver?

The primary driver of a vehicle is the person who drives it the most.

Secondary and occasional drivers also use the vehicle, but not as often.

The difference between secondary and occasional comes down to age. If a driver is over 25, we consider them a secondary driver. Anyone younger is generally considered an occasional driver. This designation helps us determine the cost of your insurance.

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.

What if my car is in a business name?

When you're adding a vehicle to your quote/policy, you'll be asked who the registered owner of the vehicle is. If the vehicle is in a business name, select "A company or business." You’ll then be able to add the company name and address. If you don't know the address of your financing company, check your pink slip or call the dealership you purchased the car from.

Note: personal use vehicles in a business name are acceptable, however, we are not able to provide insurance for commercial-use vehicles.

My car is leased. What should I do?

A leased vehicle needs special coverage to protect the leasing company (lessor). This doesn't cost you anything extra. When getting a quote with us, indicate that your vehicle is leased — we'll automatically include this coverage on your policy.

How do I get a quote?

With Onlia you can easily get an insurance quote online.

Just answer some questions through the Get a quote linkand you'll get a price right away. If you like what you see, you can purchase your policy on the spot with coverage starting as early as tomorrow. No phone calls or paperwork are required.

If you have an Onlia account, and looking to add a product, ensure you are logged in.

I don't have a car yet. Can I still get a quote?

You can get a car insurance quote for the ride you want just to get an idea of how much it will cost. You’ll still need to get a new quote once you have your car though.

How do I get a quote for multiple vehicles?

Have more than one car to insure? After you’ve added your first vehicle to your shopping cart, you can start your next quote for another vehicle.

My vehicle isn't showing up in the search bar. What should do?

Can't find your car's exact model, or aren't sure about the exact model? Try entering your VIN into the vehicle search bar.

Newer vehicles might not be added to our search list yet. This list is updated once a month, so you can try again soon!

My new vehicle isn't showing up in search. What should I do?

Newer vehicles might not be added to our search list yet. This list is updated once a month, so you can try again soon!

How do I add another vehicle to my quote?

After you've finished a quote for your first vehicle by adding it to your shopping cart, you can start your next quote for another vehicle.

Do I need to add all the drivers in my household?

You need to add all the drivers in your household, even if they already have insurance with another provider.

I have a special licence class. Can I get insurance with Onlia?

You need a valid Ontario driver’s licence to apply for insurance through Onlia. This includes Ontario licence classes G2 and G, or the equivalent to G (A, B, C, D, E or F).

How do I confirm my quote?

What you see is what you pay. Once you’ve entered your information correctly and received a quote, that’s your price! You don’t need to call in to confirm or secure your rate.

Simply add your quote to the shopping cart and proceed from there.

Please note that if you entered any inaccurate information, you may see your price change before you checkout when your details are verified with available databases. From there you can choose if you want to go ahead with the updated price.

I recently moved to Ontario. How do you calculate my licensed and/or claims-free years?

We’re linked with official databases that store your driving and insurance history, like the Ontario Ministry of Transportation (MTO).

We're one of the few insurers that consider out-of-country licensed years, as long as the MTO has your foreign driving record registered. You can contact them, and consult your driver's abstract to confirm your total number of licensed years.

Note that you need a valid Ontario driver’s licence to apply for Onlia insurance.

For claims, we collect information from the CGI AutoPlus insurance history database. New to Ontario and have no prior insurance history in Canada? We give you 3 claim-free years as a baseline.

Can I get temporary insurance?

We don’t offer temporary insurance, but we do have a flexible cancellation policy.

If you decide to sign up with us, you can cancel anytime and pay only for the days you’re covered.

My licence was originally from another country. What should I enter as my number of years licensed?

We're one of the few insurers that considers out-of-country driving experience, as long as the Ontario Ministry of Transportation (MTO) has your foreign driving record registered.

You can contact the MTO and consult your driver's abstract to confirm your years of experience.

Note that you need a valid Ontario driver’s licence to apply for Onlia insurance.

I don't know my claims/ticket/license history.

If you can’t remember your claims, ticket, or licence history, include those details to the best of your knowledge.  

We’ll review your driving record before you complete your purchase. You’ll receive a notification if there’s anything you missed that affects your price or eligibility.

Can you email me my quote?

You can email the quote to yourself from the Coverage screen. We’ll email a link for you to view later.

Your quote will be saved for 30 days, but note that prices are subject to change. We can only guarantee the price until the end of the day on which the quote was generated.

Note that we can't retrieve a quote for you.

What coverage do I get through Onlia insurance?

Along with all the coverage you need to legally drive in Ontario, every Onlia auto insurance policy comes standard with valuable features that other insurance carriers often try to upsell you on.

If you are eligible for any of the coverages below, we add them to your insurance automatically. No fuss.

  • Accident Forgiveness: The first round is on us. We promise not to increase your premium if you get into your first at-fault accident, depending on how many years you’ve been driving with a clean record.

  • Ticket Forgiveness: We get it, mistakes happen. Depending on how many years you’ve been driving with a clean record, we promise not to increase your premium over a minor conviction.

  • 75% Settlement Option: We make it easier to replace your vehicle instead of fixing it (if that’s what you want). After an accident, you can have your vehicle considered a total loss if the damage estimate is more than three-quarters of its insured value.

  • Cancellation Freedom: Leave when you want, with no strings attached and no cancellation fees.

  • Permission to Carry Paying Passengers: This allows you to accept compensation for giving colleagues a ride to and from your workplace. A little gas money for you, and an easy commute for them. Note that this is NOT coverage for ride-sharing or taxi services like Uber, Lyft, or Turo.

What is full coverage and do I need it?

"Full coverage" can mean different things depending on who you ask. We don't use the term officially, but for our purposes here, you can think of it as the mandatory coverage you need, plus Collision and Comprehensive coverage. 

Collision coverage pays for damage to your vehicle if you get into a collision with another object, or experience a rollover. You'll be financially protected if your vehicle is damaged after:

  • a collision with another vehicle

  • hitting a fixed object like a pole, wall, fence, etc.

  • rolling your vehicle (e.g. by skidding on ice)

If an event like this occurs, Collision covers the costs associated with towing, repairing, or replacing your vehicle up to its current value. While this coverage is not required by law, we recommend you include it for the best protection against major out-of-pocket costs.

Comprehensive includes coverage for the unexpected stuff: 

  • fire

  • theft

  • vandalism

  • falling objects (hail, trees, alien spaceships, etc.)

  • flood

  • lightning

  • explosions

  • hail

  • earthquake

We recommend Collision and Comprehensive coverage if:

  • your vehicle’s value is not something you can comfortably afford to cover

  • your car is less than 7 years old

  • your vehicle is leased or financed (many lessors/lienholders may require you to have full coverage)

  • your lifestyle requires you to have access to a vehicle at all times

Note: "Full coverage" does not mean you have all the coverage you may need for your situation. When purchasing insurance, take some time to review all your options, including increasing your liability and accident benefits coverage.

What coverage is required to drive in Ontario?

There are certain coverages required by law that every driver in Ontario needs when it comes to auto insurance:

  • Third-party Liability: Protects you when you’re responsible for an auto accident in which someone else is injured, killed, or has their property damaged. 

  • Accident Benefits: Covers certain aspects of injuries to you/your passengers because of an automobile accident.

  • Uninsured Automobile: If you're in a collision where the other driver is at-fault but doesn't have insurance, we'll cover the damage to your vehicle. 

  • Family Protection: While this is not required by law, we think it's too important not to include it. If you or a family member is hurt in a collision caused by an underinsured driver, we'll cover the difference up to your coverage limit. 

Our standard package includes all these components, so once you have it, you’ll be all set to hit the road.

Depending on your personal preference and lifestyle, you may want to consider further protection (like increasing your liability or accident benefits coverage).

Do you offer full coverage?

Onlia insurance comes standard with all the coverage you need to drive legally, plus collision and comprehensive coverage (also called "full coverage"). Policies are customizable; you can opt out of collision and comprehensive if you want to.

If I insure more than one vehicle with Onlia, do I need to have the same liability on all my insured vehicles?

We highly recommend having the same liability on all your insured vehicles.

Not only do you provide yourself with more coverage, but it also avoids confusion about limits and coverage when two vehicles are involved in a collision.

What other coverages do you offer for my car?

We have some great additional coverages you should consider adding to your auto policy:

  • Increased Third-Party Liability: Minimize risk by boosting your liability coverage limit from $1 million to $2 million. 

  • Enhanced Rental Automobile Package: Don’t want a basic rental car? Here’s your solution. Our enhanced get-around guarantee gives you more options when it comes to rental cars if your vehicle is damaged in an accident. 

  • Removing Depreciation Deduction (for Specified Lessee(s)): Don’t let vehicle depreciation get you down. Suppose your vehicle is considered a total loss following a collision that you’re covered for. In that case, we'll pay to replace it with a new one that’s a similar make and model, up to your car's original value when it was first purchased or leased.*

  • Optional Accident Benefits Coverages: If the standard isn’t enough for your needs, no worries, you can purchase enhancements. 

Some restrictions apply. Contact us for details.

I only want liability coverage for my vehicle.

Onlia 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. When getting a quote, simply deselect the checkboxes for collision and comprehensive coverage on the Coverage screen, however, this is not something we recommend. The 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.

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

If you won't be using your car for a while, you can reduce your premium by turning on long-term parking in My Account. Here's how:

  1. Select your car policy

  2. Click Turn on long-term parking

  3. Review and submit your changes in the shopping cart

Long-term parking takes effect the next day at 12:01 am. You can also turn off long-term parking to reactivate your policy’s coverage.

How do I customize my coverages?

If you're new to Onlia:

You can customize your coverages while getting a quote. It's super easy! 😊

If you want to update the coverages of your existing policy:

Sign in to My Account, select the policy you’d like to change, and click Change. On the next screen, you can make and submit your changes.

How do I purchase my policy?

With Onlia, you can do everything online, from getting a quote to purchasing your policy. You can get started with a quote here

Once you have a quote and are happy with your price and coverage options, select Checkout in the shopping cart screen. We'll ask for a few more details, including your payment information, and you can place your order for insurance from there.

Can I buy a policy for someone else?

Only the registered owner(s) of either the home or car can purchase insurance for that item. Insurance is a legal contract, and unfortunately, you can not agree to a contract on behalf of someone else. This ensures that if something happens where a claim needs to be filed, the right people are getting the help they need.

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, you can select the link that says, My address isn't showing here, and you will be able to fill it in manually. 

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

Can I buy a policy and be covered the same day?

The earliest you can start a policy is tomorrow.

You can buy insurance up to 60 days in advance.

Why did my price change before purchasing my policy?

The price in your quote is based on the information you have entered. When finalizing your policy, we'll check with official records to verify certain details about your driving and insurance history. If there's a discrepancy, we may update your price to reflect what's officially on record.

I updated my driver or coverage details in my quote. Why didn't my price change?

Your quoted price is updated in real-time if any relevant details are changed. Not all changes will affect your price.

My policy is set up. How do I get my insurance documents?

Your policy, and all your important policy documentation, can be viewed in My Account.

Auto insurance customers will receive the pink slip in the mail 5-10 days after they've purchased the policy. You can view a digital copy in your account which you can use while you wait for your pink slip, but you'll need to have your physical pink slip in your car at all times once you receive it.

Can you cancel my insurance policy with another company?

Unfortunately, we can’t cancel a policy with another company for you. Like buying a policy, only the policy owner can do that.

I've submitted my order. What now?

After you finish your quote and submit your order, you’ll receive an activation link to your email address. This step is required to complete your purchase and successfully set up your policy and account with Onlia. Do this right away, as the link will expire within 24 hours.

If you don’t see an email arrive from us to the primary address you listed on your account, be sure to double-check your junk/spam folder. If not, contact us and we’ll get to the bottom of it.

Where can I see my policy?

Your policy, and all your important policy documentation, can be viewed by signing in to My Account. This is where you can make changes to your policy as well. 

Your policy becomes effective on the start date you specify when purchasing your insurance.

Is there any paperwork to fill out to buy a policy?

There's no need to fill out paperwork or send us documents. We've made applying for and buying insurance fully digital. By completing an application for insurance with us, you agree to all the legal rules and regulations that come with insurance policies in Ontario.

You can set up your insurance quickly, and when it's convenient for you. Add your quote to the shopping cart and follow the prompts 😊

Why isn't my VIN matching?

Try going back to the start of your quote where you entered your vehicle details, and add your VIN into the vehicle search bar. This will give you the exact match.

I got a message saying you can't offer me insurance. Tell me more.

Unfortunately, there are certain situations where we can’t offer insurance for people. This can be due to numerous factors, including the kind of car someone has, or their driving and insurance history.

I haven't received the email to confirm my purchase / activate my account.

Check your spam/junk folder – the email might be hiding in there.

If not, or if you're experiencing issues activating your account, please contact us and we’ll get to the bottom of it!

When will my insurance take effect?

Effective dates can be as early as the next day and up to 60 days in advance. Simply select the date that you want the coverage to take effect and confirm all the required steps in the process.

Will you cancel my old insurance company?

Unfortunately, we can’t cancel a policy with another company for you. Like buying a policy, only the policy owner can do that.

I just purchased a policy, am I good to drive now?

Once you've confirmed your purchase through email, you’re covered from the day that you selected the effective date. As of the start date of your policy, you're good to go!

Until your actual pink slip shows up in the mail, you should keep a printout of the one we send via email, and a copy of the certificate of insurance with you while you drive. You can find both documents in your online account.

Do you charge first and last?

When you sign up for Onlia insurance, we ask you to make a down payment which equals one month’s worth of insurance premium.

Taking a down payment right away means that we can verify payment information instantly – so there’s no risk of accidental missed payments or policy cancellations.

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.

My dealership is asking for proof of insurance.

Your Certificate of Auto Insurance lists all the coverages on your policy. This should be sufficient to pick up your vehicle from the dealership or to show to your finance, lease, or mortgage company.

You can download your Certificate of Auto Insurance in My Account or the Onlia Insurance app.

My Account:

  1. On the Dashboard, click View details on your car policy

  2. Scroll to the Policy Documents section

  3. Click the Certificate of Auto Insurance to download

Onlia Insurance app:

  1. Tap the Insurance tab

  2. Select Policies

  3. Tap View details on your car policy

  4. Under Documents, tap the Certificate of Auto Insurance to download

Please note that we do not directly contact dealerships, finance, lease, or mortgage companies due to privacy and security reasons.

How can I get an OPCF5?

An OPCF5 is included in your policy at no extra cost. You can find the OPCF5 endorsement listed in your Certificate of Auto Insurance.

You can view your coverage and access your Certificate of Auto Insurance by signing in to My Account or the Onlia Insurance app.

How long does it take to get approved for insurance?

Onlia insurance policies can be effective as soon as the next business day. You’ll know whether you’re approved once you’ve finished the quote process.

Can I get insurance for a car that I do not own?

We offer insurance to those who finance or lease their cars. However, you can’t purchase insurance for someone else.

I keep getting an error message. What do I do?

We’re sorry you’re not getting to where you need to be! Email us at support@onlia.ca with details about what you're experiencing and we'll provide you with a solution ASAP.

Please include this information:

  • Which web browser you’re using

  • Device type (iPhone or Android, PC or Mac)

  • What step you're on (e.g. entering your driver's licence, payment, etc.)

  • A screenshot of the error message

How do you calculate my price for car insurance?

Think of the calculation of your price as an equation. It has many different variables, and each one has a different weighting that can impact your price.

Some of the most important ones are:

  • Policy owner and household drivers' details (name, date of birth, driving and insurance history, etc.)

  • Vehicle info and usage (location, ownership, year, make, model, annual km, etc.)

These items play a role in your premium’s calculation and will explain why your price might be different from that of your neighbour or friend.

The Ontario government strictly regulates the questions that insurance companies can use for pricing. If you are interested in taking a look at the government-regulated application form, you can find it here.

How does your daily premium structure work?

Our daily premium structure is the first of its kind in Canada. With Onlia, you'll pay only for the exact number of days you have insurance in a month (rather than paying a monthly average, or an entire year upfront).

For example, let's say your premium works out to be $5 a day:

  • $5 a day x 31 days = $ 155 a month

  • $5 a day x 30 days = $ 150 a month

Most months are 31 days, so we quote you for that number. You'll pay a little less in shorter months. Payments are withdrawn every month on the 10th.

Every dollar counts, right?! 😉

What is the cheapest car to insure?

There is no golden answer to this question. There are several variables on how we calculate a premium for car insurance.

Our recommendation when shopping for a car is to find a few options that suit you, and then compare their insurance pricing by getting a quote. This way you can make a well-informed decision. Happy shopping!

Will a ticket impact my premium?

One ticket won’t necessarily have an impact on your premium.

That said, if you have been convicted of an offense under the Highway Traffic Act, there may be some implications. Depending on how many minor convictions you’ve had within the last 36 months, you could see a surcharge between 0-50% of your policy’s premium applied to your account. Higher surcharges are only applied in more extreme circumstances with multiple convictions.

Now for the good news! Our Ticket Forgiveness feature will protect eligible drivers against situations just like this.

How does ticket forgiveness work?

We get it – mistakes happen. We promise not to increase your premium if a qualifying driver under your policy gets a minor conviction, like one of those pesky "10 overs". 

You can check if you qualify for ticket forgiveness in your Certificate of Insurance. Sign in to My Account. Choose the policy you want to see the Certificate of Insurance for and scroll down to Policy documents.

FYI: You won't qualify for ticket forgiveness if:

  • you have not been licensed for at least 6 years;

  • you had an at-fault within 6 years; and/or

  • you had a conviction in the last 3 years.

Why is my premium higher than I expected?

Your insurance rate is based on numerous factors, including the vehicle you drive, your driving and insurance record, where you live, your personal details (e.g. age), and the amount you drive.

The amount of coverage you purchase, along with the deductible you choose, also influence how much you pay.

If you’re looking for ways to lower your price, you can customize your policy by removing optional coverages that may not be necessary for your situation. You can also take advantage of discounts to lower your price, like bundling your home and auto insurance.

How can I lower my price?

There are a few options you can consider to reduce your premium:

  • Review your quote/policy and make sure you are taking advantage of all possible discounts. You can find the discounts applied to your policy in your Certificate of Insurance, found in the policy section of My Account.
  • Consider your deductible. Increasing your deductible may help reduce your overall premium, but remember that this can increase your out of pocket cost in the event you need to submit a claim. Make sure that you choose the right deductible for you.
  • Review your coverages to ensure that the options you’ve included in your policy are best suited for your lifestyle.
  • Stay safe and maintain a clean driving record. A great overall driving record can lead to a better rate.
Do demerit points impact my premium?

Demerit points on your licence won't impact your insurance. It’s the ticket itself that does.

How does accident forgiveness work?

If a driver who qualifies for accident forgiveness ends up having their first at-fault, we promise we won’t increase your premiums.

You can check if you qualify for accident forgiveness in your Certificate of Insurance. Sign in to My Account. Choose the policy you want to see the Certificate of Insurance for and scroll down to Policy documents.

FYI: You won't qualify for accident forgiveness if:

  • you have not been licensed for at least six years;

  • you had an at-fault within six years; and/or

  • your insurance policy was cancelled for non-payment in the last three years.

I found a cheaper quote elsewhere. Is there anything you can do?

Unfortunately, we cannot provide a cheaper quote or price match with another insurance company. Car insurance is strictly regulated in Ontario; each insurer is required to file the rates they charge with the Financial Services Regulatory Authority of Ontario (FSRA). This means there can be no deviation in price unless this governing body approves.

Do I get a discount for bundling my car and home insurance?

Onlia offers a bundle discount of 20% on home insurance, and 15% on car insurance. Eligible discounts are applied automatically when getting a quote.

Is tax included in my price?

Any applicable taxes are included in the price you’re quoted for.

No tax is applied to car insurance. An 8% provincial tax is applied to home insurance.

What discounts can I get on car insurance?

Here are the car insurance discounts available with Onlia, and how to qualify: 

Multi-Vehicle (20% off per vehicle)

Have two or more vehicles insured with Onlia under the same account.

Home & Auto Bundle (15% off car, 20% off home)

Insure your car and home with Onlia under the same account.

Claims-Free (up to 30%)

The longer you've been driving without an at-fault claim, the higher your discount. The minimum number of claims-free years that would receive a discount is 4 years, for a 2.5% discount. Try our savings calculator to see your exact discount.

Conviction-Free (20%)

Have no convictions (i.e. tickets) on record within the last 3 years. 

Winter Tire (2%)

Have winter tires installed on all 4 wheels of your vehicle, between November 15 and March 31. Tires must meet the winter tire designation of Transport Canada.

Renewal Loyalty (up to 5%)

Policyholders who have car insurance with Onlia under the same account for at least 3 years, and have 5 (or more) consecutive years of claims-free history. 

Graduated Licensing (10%)

Applicable for the first year a driver is in graduated-licensing progression, regardless of prior insurance history. Drivers need to have been free of convictions or at-fault claims for at least 3 years to qualify. 

Retiree

Retired drivers save 5% on Accident Benefits. Applies where:

  • The primary/secondary driver has been retired for the last 26 weeks and has not received any income from any office of employment; AND

  • Is not engaged in any professional occupation; AND

  • Is not operating a business; AND

  • Is 65 years of age or older, or is in receipt of a pension under the Canada/Quebec Pension Plan or a pension registered under the Income Tax Act Canada.

Discounts you qualify for are automatically applied to your total premium.

My rate is lower than expected. Why?

Did you find a great insurance price? That’s awesome! The price you see is the price you pay – there are no catches or extra fees.

The rates for insurance we can offer are regulated and approved by the provincial government. Your price is based on several factors. Where you live, what kind of car or home you have, and your insurance history – these are a few important details in calculating your price.

Do I get a discount for attending drive school/training?

We don’t currently offer a discount for those who have attended driving school.

What is Onlia's bundle discount?

Onlia offers significant savings when you protect your car and home with us. You'll get a discount of 15% on car insurance, and 20% on a home.

What are Onlia's safe-driving discounts?

We love when drivers contribute to making Canada's roads safer for everyone who shares them. That's why we offer the following safe-driving discounts that, together, could save you over $500* every year:

  • Winter Tire (2%)
  • Conviction-Free (10%)
  • Graduated Licensing (20%)

You can also save up to 30% the longer you've gone without an at-fault claim.

Get started with a quote to see how much you can save. Eligible discounts are applied to your quote automatically.

How do discounts work?

We’re committed to helping you save money on insurance by offering significant discounts for bundling home & auto, driving safely, and more! Discounts you’re eligible for are applied automatically, which means you’ll always get the best price we’re able to offer.

How to get discounts

As you proceed with getting a quote, certain discounts will become available based on your unique details. For example, we’ll ask if you use winter tires seasonally, or if you protect your home with an alarm system – you’d get a discount in either case. When you receive your quote, the discounts you qualify for are listed alongside your price.

Bundling your insurance

Some of the biggest discounts you can get with Onlia are for bundling your insurance. These include:

  • Home & Auto Bundle (15% off auto, 20% off home)

  • Multi-Vehicle Discount (20% off per vehicle)

Bundle discounts are applied to your shopping cart after you’ve completed quotes for each car or home you’re insuring. If you’ve got multiple assets to protect, be sure to add them to your cart to see your final discounted price. The more you bundle, the more you’ll save.

How discounts are calculated

Discounts apply to your price in sequence, rather than as a total percentage applied all at once.

Example: Let’s say you have a basic, non-discounted premium of $1,000 annually. But good news –  you’re eligible for a 20% claims-free discount, and a 15% bundle discount! Here’s how this would be calculated:

  • $1,000 – 20% = $800

  • $800 – 15% = $680

In this example, your premium would be $680 after discounts. It doesn’t matter in which order discounts are applied; the final price will always be the same. As a note: certain discount percentages apply to specific coverages; others apply to your entire account across multiple policies. However discounts apply, so you can rest assured the amount you’re saving is correct.

Full list of available discounts

See all the discounts Onlia offers here:

Where am I covered to drive?

If you are thinking of taking a road trip, you can drive your vehicle anywhere in Canada or the continental United States.

Note: Auto insurance varies from province to province. This means for your insurance to provide the coverage it was designed to, your vehicle needs to be in your province of residence for the majority of the year. Otherwise, you’ll need a different type of insurance.

What if I get into a collision with an animal. Is this covered?

Like any potential claim, you need to have the right coverage in place. Here are some animal-based scenarios to consider:

  • Did the animal wander into traffic suddenly (think a deer darting into the middle of the road)? This is usually covered through the comprehensive portion of your policy. 
  • Animal carcass sitting in the middle of the road (roadkill), and you drove into it?  This would likely be covered under the collision component of your insurance.  

In either case, your deductible will apply.

What if someone else drives my car. Is this covered?

Auto insurance policies will usually respond if your friend has a valid Ontario driver's licence, and your permission to use your vehicle. 

Think about it like this: when you lend your car, you lend your insurance. If anything happens, your insurance policy would respond, and cover eligible damages/injuries subject to your policy limits.

Remember that your insurance record is affected if they are considered at fault. This accident will remain on your record for at least 6 years and may impact your premiums if you do not have accident forgiveness.

If someone will be using your vehicle for a longer period of time, consider adding that driver to your insurance policy.

Are passengers in my car covered if they get hurt in a collision?

Every automobile insurance policy in Ontario has a standard amount of accident benefits coverage. Usually, these are the coverages that would kick in to cover you and the passengers of your vehicle if you have been in a collision that caused injury.

Make sure you take some time to review your accident benefits coverages to see if the standard amount meets your needs. There are enhanced options available for purchase. 

Note: like all claims, injuries are subject to policy conditions.

My windshield was cracked. Am I covered?

Damage to your windshield that’s caused by something other than a collision – a crack caused by a flying stone, for example – is typically covered if you have comprehensive coverage.

Need to make a claim? Call us at 1-844-472-7901. Choose option 2 for claims, followed by option 3 for glass claims.

Is my trailer covered?

If you are involved in a loss while you are towing a trailer, only the third-party liability portion of your policy  would respond.

If you want to make sure that physical damage to your trailer is also covered, you need to buy additional insurance. Unfortunately, Onlia doesn’t offer this right now.

My car got broken into. Am I covered for items stolen from my car?

That sucks 😥 Sorry to hear that!

The good news is that if you have Comprehensive coverage included on your auto policy, you do have some coverage available. Sign in to My Account to review all the coverages you have on your policy. 

Depending on what was stolen, you may need to claim through your home insurance policy. Check out our Claims page for more information, or if you need to submit a claim. We’ll help you get this sorted out.

How do I know what my auto policy covers?

It's important to know what you are paying for, and how it protects you.

To see the details of your auto policy coverage, sign into My Account. Select the policy you’d like to review, and scroll down to Coverages. You'll see a list of what’s covered as a part of that policy.

You can also download your full Certificate of Auto Insurance, which provides a more detailed breakdown of your coverage, from the same screen.

Am I covered for a rental car?

You can add our Enhanced Rental Automobile Package to your policy, provided you also have Collision and Comprehensive coverage. 

Rental car coverage includes two benefits:

1. Coverage for rentals
If your vehicle is getting fixed or replaced due to a loss you’re covered for, we’ll give you a rental vehicle similar to the one you own while you wait for your claim to be resolved (up to $2,500 in total). Please contact our Customer Support team at 1-844-472-7901 for more information. 

2. Coverage for rentals when you’re travelling
Your policy’s coverage – including the physical damage options on your policy – will be extended to cars you rent when you’re travelling within Canada and the U.S. for up to 30 days. Note a few restrictions: the rental vehicle can't weigh more than 4,500 kg, needs to cost less than $75,000 and can't be used for deliveries. ​

Please review your policy to verify your coverage limits.

I carry construction tools in my car. Is that really a big deal?

If you carry tools for your job or business (e.g. welding equipment, power tools, ladders, etc.) you would most likely need a commercial insurance policy. This is not something Onlia currently offers.

If for whatever reason you are unsure about your situation, reach out to us. Our team will be able to guide you in the right direction.

Where can I find my coverage limits?

Your coverage details, limits, and policy documents can be conveniently viewed in My Account.

Do you cover roadside assistance?

We don't offer roadside assistance.

That being said, if you got into an accident and need a tow, this might be covered if you have the right coverages in place. We’d recommend that you give us a call at 1-844-472-7901 and we can point you in the right direction.

Am I covered driving a friend’s vehicle?

If you have car insurance, you will be covered. Otherwise, damages will unfortunately be charged to your friend’s insurance policy.

Is DCPD no-fault insurance?

Yes. Direct Compensation Property Damage (DCPD) is part of the no-fault system. It’s the part of your auto insurance that covers damage to your vehicle when you’re not at fault.

DCPD is designed to compensate drivers directly if their car is damaged in a collision with at least one other vehicle.

Is DCPD mandatory?

As of January 1, 2024, DCPD is optional. The Ontario government passed the Ontario Policy Change Form 49 (OPCF49) in December 2022, thus making the coverage optional.

Does DCPD cover hit-and-run incidents in Ontario?

Unfortunately, DCPD does not apply to hit-and-runs. If you do not have an at-fault third party, your insurance company does not have a way to recoup the costs of your claim.

What does DCPD cover?

DCPD insurance encompasses two primary coverage components:

  • Coverage for Your Vehicle and Property Damage: DCPD provides financial protection for repairing or replacing your vehicle and any property inside it that gets damaged in a collision.
  • Compensation of Loss of Vehicle: While your car is being repaired, DCPD covers the cost of a rental vehicle or public transit expenses.

If you have opted out and are in a collision that is not your fault, you could be on the hook for the following items:

  • Automobile repair
  • Towing costs
  • The value of the automobile or its replacement
  • The loss of use of the automobile
  • Damage or loss of the contents inside the automobile
Who pays the deductible in a car accident under DCPD?

There’s typically no deductible under DCPD. However, you can purchase one. The options are $0, $300 and $500.

If you are found at fault for an accident, there is no coverage under DCPD. But if you are partially found at fault, say 25% at fault, then DCPD will pay 75% of the claim, apply 75% of the DCPD deductible, plus collision, if present will pay 25% of the value of the claim, minus 25% of the collision deductible.

How to contact us

By phone

Prefer to hear a friendly voice to help answer your insurance questions? Call us Monday — Friday, 9 a.m. - 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.

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