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Frequently asked questions

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COVID-19

I'm not using my car anymore. Can I cancel my insurance?

As always, you can cancel anytime with no penalties and no strings attached.

Before you do, double-check with your financing/leasing company. Some companies may require a certain level of coverage on your vehicle, even if you aren’t driving it.

Cancelling your policy will leave you at risk, even if you aren’t driving at all. For example, you’d be on the hook if your car were to get stolen or damaged while uninsured.

If you’re looking to reduce your monthly payment and have more than one vehicle, consider keeping at least one of them insured. 

To cancel your policy:

  1. Sign in to My Account
  2. Select the auto policy you’d like to cancel
  3. In the Policy section, select Cancel and follow the on-screen instructions
I'm not using my car as much anymore. Can I lower my coverage?

You can reduce or remove certain coverages in My Account.

If you’re looking for ways to lower your premium, you have a few different options. You can:

  • Increase your deductible, which lowers your monthly payments
  • Remove optional coverages
  • Lower your daily KM driven

Before you make any changes to your policy, it’s important to think about the possible consequences. Removing coverages can leave you at risk if something unexpected happens. If you’re changing your coverage temporarily, remember to change it back when your situation is different.

How can I reach Onlia during COVID-19?

We’re committed to serving you reliably and consistently while COVID-19 remains an issue. Customer Support is available on the regular hours: Monday to Friday, between 9 a.m. and 5 p.m. If you need help, reach out below and we’ll get back to you as soon as possible.

Please note that you can make a purchase, manage payments, view your insurance coverages, and make account updates online at Onlia.ca. If you would like to make a claim, please visit our Claims section.

I’m unable to make my monthly payment. What options are available to me?

We know that many customers are dealing with unexpected lifestyle changes. Missing one of your monthly payments will not result in the cancellation of your insurance. Onlia also does not charge any penalties or extra fees for missing a payment. 

If you missed your payment, you can pay online through My Account. All you need to do is sign in, go to the Billing section, and select the option to make a payment. Please make sure to make your payment before noon (12 pm) on the last business day of the month.

If you decide not to make the payment online, the outstanding balance will automatically be added to your next bill the following month.

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

I’m working from home during the pandemic – do I need to let you know?

Working from home is automatically covered under your home insurance policy, so you don’t need to worry about it!

I’m now using my car to make deliveries during the pandemic. Do I need to let you know?

Temporary changes in your vehicle usage do not need to be made in My Account or communicated to us while Ontario is in lockdown.

If you’re also driving more KM daily because of deliveries, you don’t need to update this in My Account.

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.