Claims | Onlia Insurance

The difference
in Onlia claims.

We're committed to delivering the best possible claims service so that you can spend less time on insurance, and more on things that matter.

We're there when you need us, 24/7.
Our caring team will work hard to resolve your claim simply and fairly.

Need to make a claim?

Call 1-844-472-7901 and tell us what happened. We'll connect you with a member of our team who will guide you through the entire process.

We're committed to making bad days easier.

We built our team from the ground up to provide a caring, fair, hassle-free claims experience. We'll support you through every step, advocate on your behalf, and take your feedback to heart in continually improving our service.

Your questions, answered.

Sorry to hear that! We hope everyone is okay!

  1. Exchange information with the other people. 

    Pro tip: take a photo of the other party’s driver’s license, pink slip and the license plate and you have all the info you need!
    (Important info: name, contact details, license plate number, vehicle information (year, make, model), insurance company name and policy number)

    If the other party doesn't cooperate, try to get at least the license plate number.
  2. Take photos of the damage and the scene.

  3. If your car needs a tow, call us and we will help arrange one for you or simply call Tow Network.

  4. Report it 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.

  5. Report your claim to us as soon as possible. You can reach the Claims team at 844 472 7901.

Victim of a hit and run? Complete steps 2-5 above. 


You must report a collision to the police if one of the following scenario’s applies:

  • Uninsured vehicle.
  • Unlicensed driver.
  • Criminal activity (e.g. impaired driving).
  • Collision involving a cyclist, pedestrian or other wheeled vehicle.
  • When there is a fatality, or injury where someone had to be transported to the hospital from the scene of the collision.
  • When a vehicle is not drivable following a collision that occurred between 12am and 6am.
  • When there’s a vehicle involved that is transporting dangerous goods (e.g. a gas tanker that’s leaking). 
  • When there’s damage to private, municipal or highway property. 

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.


Know your rights:

  • Call us at 1-844-472-7901 and we will arrange for a tow, or we will negotiate a rate with this tow company to the nearest Collision Reporting Centre (and if closed the nearest approved body shop).
  • Do not sign any documents from the tow truck driver.
  • The tow truck needs to take your vehicle to the nearest Collision Reporting Center and nowhere else. If the reporting centre is closed, you can ask the tow truck driver to take your vehicle to the nearest parking lot where you can then call us. We will arrange a tow pick up for your vehicle. We will reimburse you for a taxi (or ride share program) home. 

If you’re not careful, you might unwillingly give permission to the tow company to take your vehicle to a storage location where the distance or fees are high, or even agree to have repairs done at their facility. This may not be covered as part of your claim.


FYI: Some large municipalities (such as Brampton, Mississauga, Toronto and Windsor) license tow trucks and require drivers to post a municipal license on their trucks. If you’re in such a community, check if the tow truck has a municipal license number on its side before you use its services.

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!

Oh no, that sucks! 

There are two scenarios to consider here: 

  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.

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

Can't find what you were looking for? No worries, we've created a pretty comprehensive list of FAQs for you on our Customer Support page.

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