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Frequently asked questions

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Billing

Where can I find my bill?

You can view your current and past bills, in the Billing section of My Account or on the Insurance tab in the Onlia Sense app.

If you have more than one policy with us, we’ll bill them together even if they have different start dates, so you’ll only have one bill to think about.

What payment methods do you accept?

We accept credit card payments with regular Visa or Mastercard, as well as Visa Debit. We also accept EFT payments from chequing accounts (EFT is only available to existing customers). 

We don't accept Mastercard Debit, prepaid Visas, reloadable cards, Paypal, or EFT payments from savings accounts.

Can I change my payment date?

You can't choose the day that your payment is withdrawn. All payments are automatically withdrawn every month on the 10th*. We currently don't offer an annual payment option.

*If the 10th falls on a weekend or statutory holiday AND your payment method is EFT, your payment will be withdrawn the next business day.

How do I change my payment information?

You can update your payment information/method in My Account or Onlia Sense.

My Account:

  1. Go to Account settings

  2. Under Payment information, choose Edit payment method

Onlia Sense:

  1. Go to the Insurance tab

  2. Under Payment information, tap Edit

Please note that any changes to your payment information should be made at least 3 business days before your billing date.

Can I make a partial payment?

You can't make a partial payment. You can only make a payment for the full amount.

What happens if the payment date falls on a weekend or public holiday?

Credit card payments are always processed on the 10th.

If your payment method is EFT (bank transfer) and the 10th falls on a weekend or public holiday, your payment will be withdrawn the next business day.

How much is my next bill?

You can view your bill in the Billing section of My Account or on the Insurance tab in the Onlia Sense app.

New bills become available on the 1st of every month.

I cancelled my policy, why did you still charge me?

We generate our invoices on the 1st of each month, for which we charge you on the 10th.

If you cancelled your policy when the invoice was already generated, the payment on the 10th could not be stopped. Similar to your phone bill, any changes or cancellations that take place mid-month will be taken into account on your next bill.

If your payment was successful, you'll receive a refund at the end of next month for the days your policy wasn't active. Don't worry, you only pay for the time you were insured with us :)

Can I use the down payment to cover a missed payment?

You can't use the down payment to cover a missed payment. Your down payment goes towards your last month’s bill.

If I cancel my insurance, how is the down payment credited to my account?

Your down payment will be credited to your account. Depending on the standing of your account, you may receive a refund, or still owe a remaining balance.

Why does Onlia take a down payment?

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.

What is my down payment used for?

Your down payment will count towards your last month’s bill. Think about it like last month’s rent: if you ever decide to leave Onlia, you’ll be credited the full down payment amount.

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 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.

If I sign up for insurance, do I have to pay up front?

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

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.

Do I have to pay another down payment when I'm adding a product to my existing account?

If you're adding a new product to your existing account, we don't take another down payment. Make sure to sign in first before starting a quote for a new product.

Why is there a down payment invoice listed under Billing?

We add your down payment invoice to your list of bills so you can see how much you paid at any time. This invoice is only for your records: you already paid your down payment when you purchased your insurance.

Why is my first bill higher than I expected?

Since your first bill includes more than a single month of insurance, it’s higher than a typical monthly bill going forward. Rest assured, there are no extra fees or hidden charges.

Your first bill includes payment for:

  • The current month in full
  • Any time you were insured last month

For example: 

If you purchased a policy on January 1 with an effective date of January 2, your first payment won't be due until February 10th. On February 10th (the billing date), you will be charged for each day you were insured in January, as well as the full month of February. 

You can see a more detailed breakdown of your bill payment in My Account.

When is my first payment?

The timing of your first premium payment depends on when the policy starts:

  • Your policy starts in the same month that you purchased it:

Your first premium payment will be withdrawn next month on the 10th*.

  • Your policy starts in a month following your purchase:

You’ll be charged on the 10th* of the month in which your policy begins.

*If the 10th falls on a weekend or statutory holiday AND your payment method is EFT, your payment will be withdrawn the next business day. 

You’ll receive your bill in advance of your payment date showing what you’ll be charged.

I thought I already paid when I signed up?

The amount that you paid when you signed up with Onlia is your down payment. This payment counts towards your last month’s bill. It does not go towards your first regular monthly bill.

Think about the down payment like last month's rent: if you ever decide to leave Onlia, you’ll be credited the full down payment amount.

What happens if I miss a payment?

If you miss a monthly payment, you can settle the outstanding balance on My Account or Onlia Sense.

My Account:

  1. Go to Billing

  2. Select Make a payment

Onlia Sense:

  1. Tap the Insurance tab

  2. Go to Billing

  3. Select Pay now

You can pay an outstanding bill directly from your account starting on the 10th of the month, and up to noon (12 pm) on the last business day of the month.

If you decide not to pay your missed payment directly, we’ll attempt to withdraw the payment for the missed bill, and your next bill, on the next scheduled payment date.

Please note: if you miss two consecutive payments (i.e. two monthly bills in a row), your insurance will be cancelled.

I missed the payment date - can I make a payment now?

If you miss a payment, you can pay online through My Account or Onlia Sense:

My Account:

  1. Go to Billing

  2. Select Make a payment

Onlia Sense:

  1. Tap the Insurance tab

  2. Go to Billing

  3. Select Pay now

You can pay an outstanding bill directly from your account starting on the 10th of the month, and up to noon (12 pm) on the last business day of the month.

Why was I charged a NSF fee? Can you refund it?

NSF fees are issued by your bank if there aren’t enough funds in your account to pay your insurance bill. Onlia does not charge NSF fees, so any refund inquiries should be directed to your bank.

Can I use the down payment to cover a missed payment?

You can't use the down payment to cover a missed payment. Your down payment goes towards your last month’s bill.

My payment hasn't come out yet.

All payments are automatically withdrawn every month on the 10th*. The exact timing of your payment depends on your bank. Please make sure to keep the funds available in your account.

If your payment method is EFT, it can take up to 3 business days untill you see the status of your payment on your bank statement. 

*Note that if the 10th falls on a weekend or statutory holiday AND your payment method is EFT, your payment will be withdrawn the next business day.

My policy was cancelled for non-payment. Can I pay off the outstanding balance now?

If your policy was cancelled due to non-payment, clearing your balance may only be done through a collections agency. You will be contacted by our preferred agency once they have your file.

Note that any outstanding balance needs to be cleared before you can purchase another policy with us. We recommend getting coverage with a different provider if you need insurance right away.

I thought I already paid when I signed up?

The amount that you paid when you signed up with Onlia is your down payment. This payment counts towards your last month’s bill. It does not go towards your first regular monthly bill.

Think about the down payment like last month's rent: if you ever decide to leave Onlia, you’ll be credited the full down payment amount.

I don't see the option to make an online payment.

You can pay an outstanding bill directly from your account starting on the 10th of the month, and up to noon (12 pm) on the last business day of the month.

You can make a payment in My Account or Onlia Sense.

My Account:

  1. Go to Billing

  2. Select Make a payment

Onlia Sense:

  1. Tap the Insurance tab

  2. Go to Billing

  3. Select Pay now

Note: if you currently pay via EFT/direct withdrawal, you need to change your payment method to credit card or Visa debit first. After switching, the option to pay directly will display at the top of the Billing section within a few minutes.

I received a letter that my policy will be cancelled for non-payment.

Two consecutive missed payments will result in policy cancellation.

You have a final opportunity to pay your outstanding payments and keep your Onlia insurance intact.

You can make a payment in My Account or Onlia Sense, between the 10th and  noon (12 pm) on the last business day of the month.

My Account:

  1. Go to Billing

  2. Select Make a payment

Onlia Sense:

  1. Tap the Insurance tab

  2. Go to Billing

  3. Select Pay now

Successful payment will keep your account in good standing.

Note: if the 10th falls on a weekend or holiday, direct payment will be available on the following business day.

I received a payment confirmation, but in My Account it says that the payment hasn't been received yet.

The payment status in your billing overview will update 3-5 business days after your payment date.

I received a text message from you about a missed payment. Is this legitimate?

Don't worry, it's us! You received a text message from us because you have an active insurance policy with us and we were unable to process your payment. We want to make sure you have the opportunity to keep your coverage.

If you don't want to receive Onlia service messages in the future, simply reply STOP to opt out. Message and data rates may apply.

I changed my coverage and am expecting a refund. When will I receive it?

Refunds for coverage changes are received on the 10th of the following month. This allows us to confirm how much we owe you after your usual bill is processed.

For example: If you made a coverage change in June that lowered your premium, you'll receive a refund on July 10.

I cancelled my policy. When am I credited for my down payment?

You'll receive your down payment amount as a credit towards your last month's bill.

If the amount of your down payment is more than your final bill total, you'll receive the difference as a refund on the 10th of the following month, the same as your monthly payment date. For example: if you cancel your policy in June, you'll receive the refund on July 10. This allows us to confirm how much we owe you after your final bill is processed.

If you owe an outstanding balance after receiving the down payment credit, we'll ask you to pay the remaining amount.

I cancelled my policy, when do I receive my refund?

You only pay for the days that your policy was active. 

Refunds applicable to policy cancellations are received on the 10th of the following month, the same as your monthly payment date. This allows us to confirm how much we owe you after your final bill is processed.

For example: If you cancel your policy in June with a cancellation date of July 1, you'll receive the refund on July 10.

We're here for you

Customer Support

Call us at 1-844-472-7905, start a chat, or email us at support@onlia.ca. We're here to help.

Share your feedback

We want to hear about your experience with us. Please let us know what we're doing well and where we can improve.

Make a claim

Call us at 1-844-472-7901, and we'll make sure you're taken care of. For non-emergencies or questions, email us at claims@onlia.ca.

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.