Claims

Claims
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, make arrangements with any repair and service professionals you need, and take your feedback to heart in continually improving our service.

How it works
We give account owners the option to make many times of claims entirely online.
  1. Start your claim online and tell us what happened – no phone call required!

  2. Review what’s covered and book with a recommended repair shop (if you need to). 

  3. Upload any supporting documents instantly, and track your claim's progress online.

  4. Either your claim will be processed automatically or a member of our team will handle your claim personally.
We've got your back
Onlia’s dedicated claims team is available to guide you 24/7, but when you’re in the middle of a situation where insurance comes into play, it helps to know a few key pointers about how to handle it.

If you’re in a minor collision

In a fender bender? If no one is injured and your car is driveable,

  • Move your car to the side of the road. When it’s safe, take photos of the scene and any vehicle damage.
  • Exchange insurance information with the other party involved. Don’t feel obligated to speak with them for any other reason.
  • Witnesses help corroborate facts when there’s debate over who is at-fault in a collision. If there are any present, ask for their contact details.
  • If you’re able, take your vehicle to the nearest collision reporting centre. You legally have 48 hours to make a report, but it’s best to do this ASAP.
  • Even if you plan on paying for repairs yourself, report the claim to us. Your rates, deductible, etc., won’t be affected.


If you’re in a major collision

Safety is your priority following a major collision – no-brainer, right? Assess the situation and check for injuries, and if needed, call 911 and follow instructions.

Once the situation is under control, you’ll need a tow. We can help protect you from fraud/scam tow services (unfortunately, there are a lot of them in Ontario):

  • We have a preferred network of tow services that are vetted for quality. Tell us what happened and where you are, and we’ll send a truck for you.
  • The tow truck can take you and your vehicle to a collision reporting centre. There you’ll get an estimate of damage.
  • In the meantime, we’ll set you up with a rental car that’s in line with your policy’s coverage.
  • We’ll also set you up with a preferred body shop nearby with a guarantee on any repairs. 

If there’s been damage to your home

  • Call 911 if there is any danger to your home or family. Following a natural disaster, stay clear of possible electrical hazards (e.g. downed lines).
  • Report your claim to us as soon as you can! The quicker we know about it, the quicker we can process your claim and deliver applicable payment.
  • We’ll facilitate booking preferred repair services to get your home back to tip-top shape as fast as possible.


If your stuff has been stolen or damaged

  • Call 911 and follow instructions to make sure your home is secured and the appropriate police reports have been made.
  • If anything is broken, don’t throw it out before its inspected.
  • Make an inventory of everything that’s been stolen or damaged, noting items that are a priority to be replaced if they can’t be recovered. You can do this online with Onlia when making your claim.

If someone is injured in your home

  • If appropriate, call 911 for your injured guest and potential police report.
  • Secure your home and take photos of any damage or areas for clean-up. 
  • For your own protection, don’t feel obligated to make any assessments or admissions.
  • Let us know as soon as you can and we’ll walk you through next steps.


If someone wants to hold you responsible for your actions (or the actions of someone in your household)

  • Let us know as soon as you can; we’ll go over the situation together and review your coverage.
  • For your own protection, don’t admit liability / responsibility or speak to lawyers representing another party.
  • Send us any legal documents you receive ASAP.
  • If needed, we’ll provide a lawyer to represent you – they’ll fight for you.
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Short on time? I can get you an auto quote in minutes.

Legal assistance

Sometimes it’s necessary to get the lawyers involved. If you’re ever in a situation that might require one – a potential lawsuit, for example – we’ll connect you with a legal service network, free of charge, that can answer questions about your situation to help you decide if you want to pursue legal action. They’ll also refer you to one of their recommended lawyers, if you'd like.

Identity theft coverage

Having your stuff stolen is bad enough; having your identity stolen is on a whole other level. Identity theft can take a heavy toll both financially and personally. If you’re a victim of it, we’ll connect you with a specialist to walk you through the steps to getting your life back. We’ll also reimburse you for expenses covered by your policy.yourself stolen

Other topics that you may want to know about claims

Frequently asked questions

Onlia Sense is a mobile app for iOS and Android that rewards you for being a safe driver. Using your phone's GPS and motion sensors, the app assesses your driving and scores you on key factors of safe and defensive driving.

By driving safely and completing unique challenges, you can earn rewards like gift cards and cashback on services you're already using.

Onlia Sense is for all drivers. You don't need Onlia insurance to use it. If you are an Onlia insurance customer, there is no connection whatsoever to your insurance rate or premium.

Any phone running Android Marshmallow (OS 6.0 or higher), or iPhone (iOS10 or higher).

Setting up the app can be done in just a few steps. Once you download the app:

  1. Create an Onlia Sense account and verify your email address.
  2. Follow the onscreen onboarding process.
  3. Accept the request to access location services and motion/fitness sensors on your phone and download your provincial map.
  4. Start driving! You can use the app for navigation (optional) and review your drive score and progress towards unlocking badges and perks. 
Nope! All you need is the Onlia Sense app on your mobile device and a car.
Once you download Onlia Sense and create an account, you’ll be asked to enable location services (GPS) and motion/fitness detection. These allow the app to navigate and score your trips.

For the app to accurately detect and record your trips, it needs to access location, and how quickly your location changes. This will trigger the app to begin ‘recording’ your trip details.

If you choose to share the location only when running the app, the navigation features will still work – but the trip detection features might not. This could impact your driving scores, and your ability to earn those sweet rewards.

You can disable trip detection in the app if you’d like. Simply go to Settings and use the toggle switch for Automatic trip recording. Don’t forget to turn it back on before you begin driving!

Having an Onlia Sense account allows your trip details to be stored on our servers rather than on your device, which reduces the amount of space the app takes up on your phone.

Plus, if you ever switch phones, you’ll still be able to access your profile and trip details.

Having this information helps us better understand the demographics of our awesome app users.

This allows us to provide rewards that are most relevant to drivers!

Our app is currently only designed for the Canadian market. By confirming your email address and cell phone number, it helps us verify your eligibility for perks and rewards, and even more important – that you’re really you!

We will always keep your details and trip data secure.

You can earn perks by completing various safe-driving challenges. Each perk has its own criteria you need to meet. To see what they are, go to the Perks tab in your dashboard. Tap a perk to see what you need to do to earn it.

There are also some basic qualifications to meet that unlock the ability to earn perks. When you first start using Onlia Sense, you need to drive 500 km and make 30 trips as a one-time qualification to start earning perks. Going forward, you need to complete a minimum of 10 trips and 200 km driven every month to stay qualified.

Some perks are easier to earn, while others really put your safe-driving skills to the test. Good luck and drive safe!
When you first start using Onlia Sense, you need to drive 500 km and make 30 trips as a one-time qualification to start earning perks. There’s no time limit to complete this. Going forward, you need to complete a minimum of 10 trips and 200 km driven every month to stay qualified.

Check to see you’ve completed the monthly requirements – you may need to drive a little more until you can start earning perks this month.

You can earn Cashback by driving safe with Onlia Sense. To be able to start earning Cashback rewards with an Onlia Sense partner, you need to join that partner’s perk program and complete a verification step. You can get started via the Perks tab.

After joining, Cashback perks will be available for you to earn by maintaining your driver star rating to a level specific to that perk.

Cashback comes in the form of an Interac e-Transfer sent to your email address.

If you’ve earned Cashback at the end of the month, we’ll send you an email on the second day of the following month with instructions on how to redeem it. (Cashback is delivered via Interac e-Transfer.)

Cashback rewards are currently only available to people who are primary drivers on a car insurance policy with Onlia.

Sign in to your Onlia insurance account and select your car insurance policy. In the Drivers section, under the primary driver, choose View details. Then add your phone number to the Onlia Sense section. The phone number you add must be the same as the one you use for Onlia Sense. After that, we’ll verify your phone number and you’ll be all set to start earning Cashback!

No. Your Onlia Sense trip data and driving score has no connection to your Onlia insurance premium, and will never be used to influence the rate you pay.

To be eligible for Cashback with Onlia insurance, you need to have a car insurance policy that’s been active for at least a month.

Open Onlia Sense, go to the Perks tab, and sign up for the Onlia Roadside Assistance perks program.

To be eligible for Cashback with Onia Roadside Assistance, you must order roadside service using the same phone number associated with your Onlia Sense account.

You can earn Cashback on a single roadside service each month.

Once you become eligible for Cashback, you can earn it in the same month that you purchase roadside assistance.

To get Cashback, you need to end the month with the specified star rating. If you fall short by the end of the month, you won’t be eligible for Cashback. But don’t worry – you can always try again next month!

Go to the Rewards tab to see all available badges and perks. The ones you’ve earned will be highlighted.

You can opt in to receive a push notification every time you’ve earned any new badges or perks. Simply go to Settings and enable Push notifications.

You can leave any partner perks program whenever you’d like. Just go to your app Settings, and under the Partner perks section, select the program you want to opt out of.

A badge is something you achieve for completing a set of tasks or challenges in Onlia Sense. It’s our way of saying thanks for using the app and driving more safely.

No. The app runs in the background while you use your phone. You don’t need to take any extra steps to get Onlia Sense to work.

Each trip you take is scored out of 100. Your score is based on how well you perform in these 5 categories:

  • Acceleration
  • Braking
  • Cornering
  • Speed
  • Contextual


Using these factors, Onlia Sense determines how your driving behaviour decreases, or increases, the likelihood of getting into a collision while on the road. Simply put, the safer you drive, the higher your score is.

Acceleration, Braking and Cornering measure how smoothly you drive and steer during your trip.

Speed measures how well you stick to road speed limits.

Contextual accounts for the risk of driving on a particular road type (urban street, rural road, highway) and being on the road during certain times of day. For example, it’s riskier to drive on a country road at night than it is to drive on a city street in the day.

Along with these 5 factors, the app also monitors distracted driving which is defined as how long, and to what degree, your mobile phone is used while driving. Not touching your phone at all is considered a totally distraction-free trip. 

They’re just an easy way to group ranges of drive scores. Here’s the breakdown:

  • 1 star: 0 - 70
  • 2 stars: 71 - 85
  • 3 stars: 86 - 94
  • 4 stars: 95 - 98
  • 5 stars: 99 - 100

Any time you drive at least 0.5 km, the app will count it as a trip.

Trip detection is based on changes to your location, speed, and motion. The app is calibrated to recognize patterns that are in line with trips in a car, so walking or running won’t trigger a trip.

With location services and motion/fitness detection enabled, Onlia Sense will automatically detect when you start and finish a trip.

You can enable push notifications and be notified when a trip starts, and when it ends / when the trip score is available. Simply go to Settings, select Push notifications and make sure that trip start and new score available are enabled.

In the Trips tab, select a trip to see the details of how and where your score was affected. You’ll see a list and a map of where driving events occurred during your trip. Click on the map to zoom in and see more details about each area!

Here are some pro tips:

Speed:
Stay within the speed limit. Travelling 15 km/h over the speed limit in a residential neighbourhood has a larger impact on your score than traveling 15 km/h over the limit on a 400-series highway.

Braking: Look ahead so you can anticipate the need to slow down, and apply your brakes smoothly.

Cornering: Slow down before turning to improve your score, and avoid making sharp “U-turns” where possible.

Acceleration: Smooth and constant acceleration is key!

Contextual: Avoid driving between midnight and 5 am. Where possible, choose highway routes with high visibility, avoid routes with many intersections and riskier urban environments.

 

Last but not least, don't use your phone!

Individual trip scores are used to determine your monthly drive score. Your monthly score is what’s used towards unlocking perks.

Distracted driving is logged by detecting any movement to the phone. The app senses that the phone is being used; for communication (like talking or texting), but also for browsing (like in a drive-thru or when your car is idling). This is done by detecting movement of the phone.

Anything that makes the phone move while you are driving will count as a ‘distraction’. This might even mean hitting a big pothole. We understand that this can be frustrating, but unfortunately the app can’t predict every type of situation.

Any one time distracted driving occurrence doesn’t make a big difference in your driving score.

When driving with Onlia Sense, we suggest keeping your phone in a car phone holder or in a secure place to get the most accurate trip assessment. 

No. The goal of Onlia Sense is to help people drive safer and reward them for doing so; we'll never penalize you for making mistakes. 

Yes. If the app detects a trip where you were a passenger (either in a car or public transit), you’ll have the option to mark the trip as a passenger. You’ll be free to do this for up to 24 hours after the trip has ended. It won’t affect your drive score.

To mark a trip as a passenger, go to Trip details and select the button at the bottom of the screen to set the trip as a passenger.

Note that we keep the right to check trip deletion.

There are a few reasons this could happen.

Trip start detection may sometimes take some time to detect if the GPS signal is weak or the driver starts a trip slowly. As a result, the actual travel distance and duration may not match the mapped route.

Additionally, some trips are reconstructed based on whether the start location is within 1 km of a previously taken trip end location. For example, when you pulled over for a minute to drop off a friend. In a scenario like this, the app will attempt to reconstruct the route to show where the trip actually started rather than when you started driving again.

If you notice anything that seems off, please let us know!

Here are some pro-tips that will help ensure more accurate trip recording: 

  1. Make sure that both ‘location services’ and ‘fitness and motion’ are enabled and set to ‘always on.'

  2. The battery needs to be sufficiently charged. If it get’s below 20%, trip recording is automatically disabled to save battery consumption. Most of our users find it helpful to charge the phone while they drive.

  3. Make sure that your phone is in a stable position (preferably in a phone holder), and in a position where it has strong/consistent reception (e.g. not in the glove box).

  4. Don’t ‘kill’ the app after your trip.  Let it run in the background as it can sometimes take a bit of time to process the trip data. Terminating the app can interrupt this process and cause data to be lost. You can enable a push notification to get notified when your trip score is available. Simply go to Settings, select Push notifications and make sure that new score available is enabled.

  5. Make sure that the app is running in the background before you start your trip.

  6. A note for Android users: After a hard reset (either manually or if your phone shut down) you have to restart the app again so it will run in the background. Otherwise it won’t record your trips.

  7. A note for iOS users: if you have automatic app updates enabled in the app store, you might need to logout and login to the app again after an update. 

  8. If this didn't work, try deleting the app and reinstall from the app store. Your scores and driving history are saved in your account, so they will still be available to you.

Still not working? Shoot us an email and we’ll work it out together.

Even if you weren’t using your phone, but it moved around while you were driving (say in the cup holder, or slid around on a seat, or even because of a big pothole), it’s possible the app may detect a ‘distraction.’

Make sure your phone is in a stable position in your car, like in phone holder/mount. This should help. 

Your phone needs a little bit of time to recognize that the trip has indeed ended, and you’re not … sitting at a red light or stuck in traffic, or whatever (you know how unpredictable the roads can get!).

Want to be sure that the app has stopped recording? Enable push notifications and you’ll be notified when a trip starts and when it ends.

Go to Settings, select Push notifications and make sure trip start and new score available are enabled.

 

Your phone needs a little bit of time to recognize that the trip has indeed ended, and you’re not sitting at a red light or stuck in traffic.

Want to be sure that the app has stopped recording? Enable push notifications and you’ll be notified when a trip starts and when it ends.

Go to Settings, select Push notifications and make sure trip start and n
ew score available are enabled.

The app is designed to detect phone usage and log it as a distraction. The idea was that it would do so by detecting movement to the phone, but we have noticed that people using Siri, Bluetooth or any other form of car connectivity can have instances of distraction logged.

This is something we are working on, and hopefully we'll have it resolved soon. With any new technology it takes a little bit of time to get the recipe just right - we appreciate your patience while we get there!

Due to the nature of the app, it will always consume slightly more battery than apps that don’t use GPS.

If you’re taking a longer trip, it might be a good idea to plug your phone into a charger before you hit the road, or charge it while you're driving. 

From the sign in page, select Forgot password and enter your account email address. You’ll receive an email with instructions on how to reset your password.

Select the My Account tab in the app and select your name. You can make changes to your details here.

Use the Settings tab to change navigation routing and push notification settings.

  1. Select the My Account tab in the app and select your name
  2. Select Delete account and enter your password
  3. Once your password is verified, your account will be deleted and your trip data will be removed from our servers

Make sure that both location services and fitness and motion are enabled and set to always on. You can find this in your general phone settings.

We take your privacy very seriously. In our Privacy notice and Conditions of use, we specify that we do not share any personal information with parties outside of Onlia Sense, whether it’s advertisers, analytics-service providers, or our partners in road safety.

We may, however, share anonymous aggregate data – like driver behaviour and profiles – with these parties as a way to help us improve Onlia Sense and provide meaningful content and features. We hold ourselves to high standards in how we handle all the data we gather, and ensure any personal information you provide adheres to privacy and anti-spam legislation. 

You can learn more about how your data is used and protected in our Privacy notice and Conditions of use.

Onlia follows the latest mobile security standards to keep your data encrypted between your device and our servers. All communication between your device and our services are encrypted using TLS v1.2.

We keep your data private, and do not share it with any third parties without your explicit consent. You can see the full scope of how your data is used and protected in our Privacy Notice.

If your phone is lost or stolen, you can access your account on a new device by downloading the app and signing in to your account. We recommend changing your password to keep your account secure.

No problem, we’d love to hear from you! Send us an email.

We encourage any and all feedback you have about your experience with Onlia Sense – it’s your ideas that will help us improve the experience for drivers. 

For tech issues or bug reporting, please include a brief description of what you experienced, along with the type of device you have. We appreciate your support!

We can help if you've been locked out, need a tire change, jump start, fuel delivery, or a tow, or have been locked out. Learn more here.

We provide roadside assistance 24/7 every day of the year. During severe weather conditions or other situations where service demands are higher, you may experience longer wait times than usual. In extreme weather conditions, we may be forced to delay service until it's safe to dispatch our service providers.

Yes. Onlia Roadside Assistance is available in all Canadian provinces and territories.

No, Onlia Roadside Assistance operates in Canada only. If you’re in the US and need roadside help, call a local roadside assistance provider or local law enforcement.

We provide roadside assistance to all standard passenger vehicles, to a maximum weight of 8,000 lbs / 3,000 kg.

Sorry, we’re not currently providing roadside services to motorcycles.

Onlia Roadside Assistance provides non-emergency services. If you’re in a collision with another vehicle or have an emergency, call 911.

If you need a tow following a collision with another vehicle, contact your insurance provider.

We do not provide snow removal services.

If your vehicle needs servicing in snowy conditions, please make sure there’s a clear path for us to reach you. We won’t be able to provide service if it’s impossible/unsafe to drive to you.

If you have the Onlia Sense app, you can use it to access Onlia Roadside Assistance.

You can pay using your credit card: Visa, Mastercard, or American Express. Once you order your service and a service professional is dispatched to you, you’ll be connected with a customer service agent who will ask you for payment information.

If you need additional services (e.g. your vehicle ends up needing a tow), you can call us back for payment.

In most cases we’ll be able to use your phone’s GPS to get your location, meaning our service professionals will know exactly where to find you. But GPS doesn’t always work perfectly, especially if you’ve got a poor signal or are in a rural area. You have the option to mark your location manually in these situations.

With Privacy Mode turned off, we can use your phone’s GPS to pinpoint your location. This allows our service professionals to get to you faster.

You can turn off Privacy Mode through your phone’s settings menu.

Once we’ve dispatched a service professional to you, we’ll let you know their name and estimated time of arrival. Wait time is typically 10 to 45 minutes. We can also send you this info in a text message – just ask!

Yes. If your service professional is delayed, we’ll call or text you to let you know, and provide a new ETA.

Yes please. We can’t provide service if your vehicle is unattended.

For our service professional’s safety (they’ll be driving, after all), we’d prefer you contact us at 1-888-456-6542 with any questions or updates you have. We’ll pass along any relevant information.

Please call us at 1-888-456-6542 and let us know. We’ll do our best to make things right.

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