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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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Home insurance

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.

Can you insure my cottage?

You bet! We offer insurance for seasonal homes like cottages.

Do I need insurance if I rent?

It’s not mandatory, but many landlords require that you have it.

Having tenant’s insurance can cover your personal property if it’s damaged or stolen. Even if your landlord has home insurance, their coverage won’t extend to your stuff, which means that if your apartment gets flooded and your electronics and furniture are damaged, you’re on your own.

Tenant’s insurance also covers living expenses if something happens to your place and you can’t live in it until it’s repaired, and it’ll cover you for liabilities.

Why should I get home insurance?

Home insurance helps you safeguard the investment you’ve made in your home, whether you own or rent. If something ever happens to it, or your belongings, home insurance can cover the cost to get your life back on track.

Home insurance isn’t mandatory in Ontario, but most financial institutions require that you have it before you can get a mortgage. Some landlords also require that tenants show proof of home insurance before providing a lease.

I'm a landlord, can you insure my property?

We offer landlord insurance and coverage for personal-use seasonal homes like cottages, as well as for other secondary homes.

Why am I not eligible for Onlia home insurance?

​Give us a call at 1-844-472-7905and we'll try to find the best option for you.

That being said, there are certain situations where we can’t offer insurance for people. This can be due to numerous factors, including where the home is located, or how many home insurance claims have been made in the past.

Do you offer renter's insurance?

Tenant insurance is available for those renting their home. It covers your belongings in case they’re damaged or stolen at home, or someplace else.

If you're new to Onlia, start a quote for home insurance.

For existing customers, select Add a Home in My Account. Choose I rent the property in the Ownership field.

What is business use at home?

Business use refers to any regular or occasional activity conducted in your home for financial gain. This can include a trade, profession, or occupation.

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. 

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

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.

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.

Why do you want to do a credit check?

Running a soft credit check helps us provide the lowest quote we can. The check is instant and does not affect your credit score.

By consenting, you’ll be eligible to receive a discount of up to 50% on your premium. The exact percentage is determined by your credit score.

Prefer not to consent? All good. You can still get Onlia home insurance – you just won’t be eligible for the discount.

Can I buy Onlia home 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.

If you're a new customer, click here to start your quote.

If you're an existing Onlia customer, you can add a vehicle or home in My Account.

I live in an apartment inside a house. What property type do I select?

If you live in a unit inside a house, select Condo/Apartment as your property type.

What if I only rent one room in a house?

Sorry, we can’t offer home insurance to those renting a room in a house.

What if I rent the basement in a house?

If you rent the basement in a house, select Condo/Apartment as your property type when you’re getting a quote.

Can I get temporary insurance?

We don’t offer temporary insurance, but we do have a flexible cancellation policy. If you have a policy with us, you can cancel anytime and pay only for the days you’re covered.

Do I need extra coverage for valuables?

Your Personal Property coverage for secondary/seasonal and rental homes includes a maximum of $2,500 per item category for high-value belongings like art, jewellery, high-end bikes, etc.

It's currently not possible to increase the coverage amount per high-value item.

Note: Please review your policy to verify your coverage limits.

Do I need insurance if I rent?

It’s not mandatory, but many landlords require that you have it.

Having tenant’s insurance can cover your personal property if it’s damaged or stolen. Even if your landlord has home insurance, their coverage won’t extend to your stuff, which means that if your apartment gets flooded and your electronics and furniture are damaged, you’re on your own.

Tenant’s insurance also covers living expenses if something happens to your place and you can’t live in it until it’s repaired, and it’ll cover you for liabilities.

Why should I get home insurance?

Home insurance helps you safeguard the investment you’ve made in your home, whether you own or rent. If something ever happens to it, or your belongings, home insurance can cover the cost to get your life back on track.

Home insurance isn’t mandatory in Ontario, but most financial institutions require that you have it before you can get a mortgage. Some landlords also require that tenants show proof of home insurance before providing a lease.

Why do I need liability coverage in my home insurance?

If you get sued (knock on wood), claims can easily exceed millions of dollars in expenses – that’s where liability coverage comes in. It will reduce the risk of having to pay out of pocket.

What other coverages do you offer?

In addition to the coverages that come standard in all our home policies, you can also choose from optional endorsements, like: 

Flood and Sewer Backup

Damage caused by flooding, torrential downpours, and backed-up sewers are covered up to your policy limits.

Years Claims Free Protector

If you’ve been claims-free for 6 years and have been with Onlia for at least 3, your year claims-free discount will still apply even if you make a claim with us.

Legal Assistance You’ll get access to legal advice with your policy. 

Home Sharing Your coverage will still apply if you choose to rent your home, or a part of it, on a short-term basis.

What do the coverage percentages mean?

Certain coverage amounts for home insurance – like Personal Property coverage – are based on the estimated total value of your home.

The percentage you select (25%, 50%, or 75%) reflects the amount of coverage you have relative to your home’s estimated value.

For example, if your home is valued at $500,000, and you choose the 50% option for Personal Property coverage, then you would have a maximum of $250,000 in coverage for your belongings if they’re damaged or stolen.

What is guaranteed replacement cost?

Guaranteed replacement cost coverage means that we will cover the building replacement cost, even if it exceeds your policy’s limits.

What does “all perils” mean?

A peril is an event or circumstance that causes or may cause a loss.

An insurance policy that covers “all perils” would cover all events that may cause a loss, except for those specifically excluded from your policy.

To find your policy exclusions, see the Onlia Property Wordings Endorsements document in My Account, under Documents.

What coverage do I get with Onlia home insurance?

With your Onlia secondary or seasonal home policy, you’ll get premium coverages and features, including:

  • Home and Detached Structures - This covers your home or any other structures on your property that get damaged.

  • Personal Property - Your valuables will be covered if they’re stolen or damaged in your home, or anywhere else.

  • Personal Liability - This includes legal protection if someone is injured on your property, or if their property is damaged. It’ll also cover anyone in your household that’s affected.

  • Home Improvements - We’ll cover any improvements you make to your home, like an upgraded kitchen.

  • Home Sharing - You’ll be covered if you rent out your home – or a part of it – on a short-term basis.

  • Guaranteed Replacement Cost - We’ll pay to repair or rebuild your home, even if it exceeds your policy's limits.

  • Inflation Protection - We’ll increase the limits of insurance to match the rate of inflation.

Additional living expenses, identity theft, and legal assistance are not covered under the secondary or seasonal home policy.

With your Onlia landlord policy, you’ll get premium coverages and features, including:

  • Home and Detached Structures - This covers your commercial property or any other structures on your property that get damaged.

  • Personal Property - Your valuables inside the commercial property will be covered if they’re stolen or damaged in your home, or anywhere else.

  • Personal Liability - This includes legal protection if someone is injured on your commercial property, or if their property is damaged. It’ll also cover anyone in your household that’s affected.

  • Home Improvements - We’ll cover any improvements you make to your rental unit, like an upgraded kitchen or bathroom.

  • Guaranteed Replacement Cost - We’ll pay to repair or rebuild your home, even if it exceeds your policy's limits.

  • Inflation Protection - We’ll increase the limits of insurance to match the rate of inflation.

Can I increase my coverage for high-value items?

No, sorry. Your personal property coverage for secondary/seasonal homes includes a maximum of $2,500, per item category. It's currently not possible to increase the coverage per high-value item.

Do you offer earthquake coverage?

We don’t currently offer earthquake coverage.

How do I customize my coverages?

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. It's super easy! 😊

Do you provide coverage for wind/hail storms?

We provide coverage for your home for windstorms or hail, including loss or damage caused by the weight of ice, snow, or sleet.

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 through the Onlia website.

If you're a new customer, click here to start your quote. For existing customers, log into My Account to add a policy.

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.

Existing customers, you can purchase insurance for a new policy by adding a vehicle or home to your existing Onlia account. Simply sign in to My Account and select the option to add a vehicle or home.

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.

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.

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 email to confirm that your policy has been set up. 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 😊

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

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!

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.

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.

How do I add a second homeowner to my policy?

You can add another homeowner to your policy when you're getting a home quote.

If you already have a home policy, email us at support@onlia.ca, and we'll help you add a second homeowner.

Note that any immediate family members that you live with are automatically covered under your policy.

How long does it take to get approved for insurance?

For existing insurance customers, your new Onlia insurance policies can be effective as soon as the next business day. You’ll know whether you’re approved once you’ve finished adding the vehicle to your account.

My landlord or mortgage company is asking for proof of insurance

Your Certificate of Insurance lists all the coverages on your policy. This should be sufficient for your landlord or to show to your mortgage company.

You can download your Certificate of Insurance in My Account:

  1. Click View details on your home policy

  2. Scroll to the Policy Documents section

  3. Click the Certificate of Property Insurance to download

Please note that we do not directly contact landlords or mortgage companies due to privacy and security reasons.

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 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?! 😉

How do you calculate my price for home insurance?

Several variables come into play when calculating your home insurance premium.

The most important ones include your postal code, the age of your home, building type, and structural details like the number of storeys, kitchens, and bathrooms in your home.

We’ll use these details to help predict the likelihood of damage caused by things like water, fire, wind/hail, and crime.

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 for existing customers. Eligible discounts are applied automatically when adding a product to your account.

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 home insurance?

Here are Onlia's available discounts for homeowners, tenants, and condos on existing accounts:

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

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

Credit Score (up to 50%)

Get a discount on your premium when you consent to a credit check when adding a home product to your account. The higher your score, the more your premium will be discounted. This is a "soft" credit check and has no impact on your credit score. You'll never be charged more because of your credit score -- you can only save!

Monitored Alarm System

Protect your home with an alarm system that's monitored by a home security service or company. The alarm system discount is 15% for homeowner insurance and 5% for tenant and condo insurance.

Mortgage-Free (15%)

Applicable for customers who own the insured property outright. This discount is available for homeowner insurance only. 

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.

How do discounts work?

We’re committed to helping you save money on insurance by offering significant discounts for bundling home & auto, having winter tires, and more! If you're an existing customer, discounts you’re eligible for are applied automatically. 

Bundling your insurance (existing customers)

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 online account after you’ve completed quotes for each additional 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:

What is covered by my home insurance?

When you have home insurance with Onlia, you’re covered for almost any type of damage to your home. The building, its contents, alternate accommodation, and liability are all covered – this includes your possessions when you’re travelling anywhere in the world.

Pretty awesome, right? We cover these types of damage to your home:

  • Fire

  • Lightning

  • Explosions

  • Smoke

  • Water damage

  • Wind and hail

  • Riot

  • Vandalism

  • Falling objects

  • Damage caused by vehicles, like cars, aircraft, and watercraft.  

For secondary or seasonal homes, the same rules apply, but the coverage amount is a cash limit instead of a percentage based on the total value of the home.

Are my spouse/children/significant others covered?

Any children in your custody will be covered under your policy, along with any immediate family members who live with you.

Is my outdoor property covered?

Your coverage includes things like outdoor trees, plants, shrubs, lawns, permanently installed outdoor equipment, outdoor furniture, BBQ, and outdoor swimming pools.

Is my self-storage unit covered?

If you’ve stored items in a unit on the grounds of your condo building, then you’ll be covered for the contents up to your policy limits.

However, belongings in an off-site storage facility are only covered for 30 days – you’ll need to purchase insurance from the facility for coverage beyond that.

Does my home insurance cover identity theft?

If you or someone in your household is a victim of identity theft, your primary home insurance will cover the costs associated with recovering data and important documents, up to $10,000.

What does my tenant insurance cover?

Your belongings will be protected if they’re ever stolen or damaged. You’ll also have liability coverage if a visitor is injured on the premises.

Is my roommate covered?

Your policy only covers your stuff, unless you added your roommate to your policy when you purchased it.

Am I covered if something gets stolen outside of my home?

Items that are temporarily away from your home anywhere in the world are covered up to a value of $5,000 with your standard coverage. And of course, you can upgrade your policy to be covered even more.

Note that belongings in a storage facility are only covered for 30 days – you’ll need to purchase insurance from the facility for coverage beyond that.

I can't live in my home, and need alternative accommodation. Does my home insurance cover this?

If something happens to your home that’s covered under your policy and you can’t live in it for the duration of the claim process, we’ll pay for alternate accommodations and living expenses until it’s repaired or rebuilt. For landlords, it’s the loss of net rental income.

If you move elsewhere, we’ll cover the time it takes for you to settle in your new home.

Note: This doesn’t apply to seasonal homes (e.g., your cottage).

Is my stuff covered when I'm travelling? (e.g. luggage)

Items that are temporarily away from your home anywhere in the world are covered up to a value of $5,000 with your standard coverage. And of course, you can upgrade to be covered for even more.

One less thing to worry about on your trip – what’s not to love?

Is business use at home covered?

Business use at home is covered as long as your home-based business is an approved office, sales, or crafts business. For example, an accounting firm, a barbershop, or a pottery studio.

Is legal assistance covered?

Your primary home insurance policy covers legal assistance. Contact us at 1-844-472-7901 and we’ll connect you with legal counsel specializing in your situation. We can point you in the right direction if you’re looking for advice regarding:

  • Identity theft

  • Consumer agreements

  • Landlord and tenants

  • Employment

  • Real estate

  • Criminal law

  • Wills and estates

  • Family law

  • Civil litigation

  • Immigration

  • Taxation

Do I need extra coverage for valuables?

Your Personal Property coverage for secondary/seasonal and rental homes includes a maximum of $2,500 per item category for high-value belongings like art, jewellery, high-end bikes, etc.

It's currently not possible to increase the coverage amount per high-value item.

Note: Please review your policy to verify your coverage limits.

Does my home insurance cover flooding?

Our Flood and Sewer Backup coverage pays for damage caused by overland flooding (during a bad storm, for example), and sewer backup (including storm drain, eavestrough, downspout, septic system or sump). This is optional coverage, but it’s included by default when you get a home insurance quote.

To find your policy limits, see your Certificate of Property Insurance in My Account, under Documents.

If you’re a property owner, water damage due to plumbing issues (like a burst pipe) falls under Home and Detached Structures coverage.

I'm renting out my home. Will I still be covered?

If you’ll be renting out your home, notify us and switch your coverage to a cottage and landlord policy. A cottage and landlord policy will protect your home if the actual structure is damaged.

Your policy won’t protect your tenants against liability or personal loss. Depending on where you live, you can make it a requirement that your tenant(s) have their own insurance to cover their belongings.

I'm a student away at school. Is my stuff covered?

When you’ve got insurance with us, you can keep your mind on your studies, and not on your stuff.

If you’re attending a school, university, or college and are temporarily away from home, your stuff will still be covered.

My home is under renovation. Is it still covered?

Your home is still covered, but coverage is limited. Check your policy for full details, and reach out to customer support if you’re still unsure.

Do you cover wood stoves?

Your woodstove is covered, unless it is the primary source of heat for your home.

Will you cover damage to my roof?

We’ll cover losses to the roof of your dwelling, and detached private structures, based on the depreciated replacement cost, up to your policy limits.

Do you provide coverage for wind/hail storms?

We provide coverage for your home for windstorms or hail, including loss or damage caused by the weight of ice, snow, or sleet.

How long can I leave my house?

Seasonal properties are not considered vacant. However, it is always good to ensure your seasonal or secondary home is checked regularly if left unoccupied for extended periods:

  • Inspect your property following severe weather 

  • Pay close attention to any trees that may pose a threat

  • Ensure propane and fuel lines are disconnected or shut-off valves are in place

  • Turn off the water supply and drain the water lines

  • To guard against break and entry, remove any items on the exterior of the vacation property that may be used to gain entry, like bricks, ladders, poles, and construction materials

Where can I find my coverage limits?

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

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.

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.