CLAIMS

Claims can be stressful, but making one doesn’t have to be

Our team makes it easy – we’ll be with you every step of the way.

We’re there when you need us, 24/7

Life is full of events that are both unpredictable and unavoidable – and when they happen, you can turn to Onlia in moments of uncertainty.

Our claims line is open 7 days a week, 24 hours a day so no matter when you need us, you can rest assured we’ll be there.

 

Need to make a claim? Call 1-844-472-7901 or start a claim online, anytime.

Or email claims@onlia.ca to tell us what happened. We’ll make sure that you’re taken care of. Email us for non-emergencies or questions about existing claims, and we'll get back to you within 1-2 business days.

 

The difference with Onlia claims

  • We make claims easier

    Submitting a claim is just as easy as buying Onlia Insurance. You can start a claim online through My Account, via the Onlia Insurance™ app, on the phone, or by email.

  • We make claims faster

    Claims can take time to process. We’re committed to streamlining the process where we can by delivering important documents online, and offering EFT payments so you can get paid sooner.

  • And we make claims better

    Our caring claims team will guide you through every step of the claims and recovery process. We’re available 24/7 to offer support when you need it most.

  • Start a claim from anywhere

    With the Onlia Insurance app you can start a claim whenever (and wherever) you need to. You’ll be prompted to enter information like the location of the incident, photos, and any applicable driver information — so you don’t have to worry about forgetting anything.

    Once you submit your report, a member of our claims team will be in touch within 24 hours — it’s that easy.

Frequently asked questions

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If you need to make a claim, please call us at 1-844-472-7901. We’ll make sure that you’re taken care of. You can report emergency claims 24/7. 

For non-emergencies or questions about existing claims, you can email us at claims@onlia.ca. 

It’s useful to have the following information on hand. The more information you can provide upfront, the faster we can help you.

  • Report from the Collision Reporting Centre or the police.

  • Vehicle info, licence plate number, insurance and contact info of the other party.  

  • Photos of the damage/scene.

  • Receipts for any out of pocket expenses.

  • Receipts for any lost or damaged items. 

You can also consult My Account to confirm if you have coverage for Collision and take note of your deductible.

Once you have finished the process of reporting your claim, you will receive an email confirmation of the report, along with a claims reference number.

Here are some steps you can take in a scenario like this: 

  1. Get the driver’s licence information of the other driver. If the driver is not willing to provide this, take a photo of the licence plate or write it down. 

  2. Take photos of the damage, and of the other car if you can. 

  3. Call the police. Even if the accident is minor, collisions with an uninsured driver must be legally documented.

  4. The police officer may direct you to a Collision Reporting Centre where you will be required to provide all the information you have about the car and the plate number.

  5. Use the features in the Onlia App to upload photos and report a claim.

  6. Otherwise, contact us via phone to get your claim started. You can reach the Claims team at 1-844-472-7901.

These scenarios can be stressful, but we’ll work through them together!

Need a tow? We’d recommend that you give us a call at 1-844-472-7901 and we can point you in the right direction. If you have the right coverages in place, this may be covered as part of your claim.

The towing industry can be confusing when it comes to charges and fees, especially when a police officer tells you to move your car and an eager tow truck is ready to hook up your vehicle. Take a look at this informative blog to make sure you know your rights when you need a tow.

Here are some steps you can take in a scenario like this: 

  1. Get the driver’s license information of the other driver. If the driver is not willing to provide this, take a photo of the license plate / write it down. 
  2. Take photos of the damage, and of the other car if you can. 
  3. Call the police. Even if the accident is minor, collisions with an uninsured driver must be legally documented.
  4. The police officer may direct you to a Collision Reporting Centre where you will be required to provide all the information you have about the car and the plate number.
  5. Contact us to get your claim started. You can reach the Claims team at 1-844-472-7901.

These scenarios can be stressful, but we’ll work through them together!

There are two scenarios to consider when someone hit your car and drove off. 

  1. You have no idea who hit you: 
    • Report the damage to the Collision Reporting Centre, preferably within 24 hours but no later than 48 hours. Keep in mind you MUST report to the nearest Collision Reporting Center in the jurisdiction where the collision actually took place, and not the location closest to your home address. You can find a list of locations here.
    • You can consult My Account to confirm if you have coverage for Collision and take note of your deductible. 
    • Report a claim and we’ll take care of you! You can reach the Claims team at 1-844-472-7901.
  2. You have the information of the person who hit you (e.g. they left a note, or there was a witness):
    • Same as above.
    • If it is possible to identify the person who hit you, AND they have insurance, we may be able to settle the claim using your Direct Compensation Property Damage coverage, which has a deductible of $0.

 A small silver lining: if you are the victim of a hit and run the claim is considered a ‘not at fault’.

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Report suspected insurance fraud

Fraudulent claims drive premiums up and take attention away from people who really need it. Our system runs numerous anti-fraud checks to prevent that from happening.

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. 
YOUR INFORMATION IS SECURE

We’ll keep you safe online and off

Your personal and sensitive information is always encrypted, stored, and transmitted securely. Onlia is proud to be SOC 2* certified, protecting customers in more ways than one.

*SOC 2 is a voluntary certification that specifies how customer data collected by service providers should be protected from unauthorized access and security incidents.