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Frequently asked questions

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Your insurance policy

How often should I review my policy?

How often you review your policy is totally up to you. We recommend reviewing your policy around twice a year, this way you are reminded of what coverage you have and can make any changes should you need to.

How often can I change my policy?

You can change your policy in My Account as often as you’d like.

Note that you can not backdate coverage; meaning you can’t add coverage to a past date.

Can I add or delete coverage to my policy?

You can add or delete coverage to your policy any time in My Account. Here's how:

  1. Sign in to My Account.
  2. Select the policy you would like to review/modify.
  3. Go to Coverage and choose Change.
  4. Follow the prompts to process your desired change.

Note that you can't make policy changes before the policy start date.

When will changes to my policy take effect?

As long as it's not a past date, you can set the date that you want your policy changes to take effect.

I've legally changed my name. How do I update my insurance?

Please contact us and let us know you want to change your name on your insurance policy.

How do I change my address or phone number?

Changing your address or phone number is easy:

  1. In My Account, go to Account settings
  2. In the section that lists your personal details, choose Change
  3. You can change your phone number, address, email, and recovery email from here

If you're an Auto insurance customer, you need to update the location where the vehicle is parked as well:

  1. On the My Account home screen, click on your auto policy
  2. Scroll down to the Vehicle usage section and choose Change
  3. Update the postal code where the vehicle is usually parked.

Experiencing any issues? Please contact us and we’ll make sure to fix it.

How do I change the start date of my policy?

You cannot change the start date of a policy that takes effect in the future. However, you are free to cancel that policy and create a new one in My Account. You can do this at any time with no fees or charges.

Can I change the effective date to today (or earlier)?

Once you've bought the policy, you can't update the policy start date anymore. Your only option is to cancel the policy (no cancellation fees) and buy a new one. 

Note that the earliest policy start date is tomorrow. You will not be able to backdate a policy or any coverages.

Insurance is intended to keep you safe against the possibility of future loss. As such all insurance contracts must start on or after the time and date of your initial application. Unfortunately, we can’t go back in time. If we could, we’d probably buy some lottery tickets.

How do I create a new account?

To create an insurance account, simply get a quote online. If you like what you see, you can purchase your policy on the spot. 

If you're setting up a new account with Onlia insurance, you'll need to use an email address that's different from the one used with a previous Onlia account.

What does it mean when there are pending changes in My Account?

When your account shows pending changes, your changes have yet to take effect.

New policies you’ve purchased also show as pending changes to your account, if you haven’t reached the policy’s start date yet. Until then, you can simply ignore this message. Once the policy is active, the message will automatically disappear.

Most changes to your account become effective the next business day. You can always cancel any pending changes before they take effect.

How do I add another vehicle to my account?

Need to add another vehicle to your insurance?

If you're new to Onlia insurance, you can start a quote for the second vehicle after adding the quote of your first vehicle to the shopping cart.

If you're an existing customer, you can add a vehicle to your policy in your account. Here's how:

  1. Sign in to My Account
  2. Scroll down and select the Add a vehicle button
  3. Follow the on-screen instructions from there

Did you know that you get a multi-vehicle discount for adding more vehicles to your insurance? Once you've added your next vehicle, a 10% discount will automatically be applied to your car insurance premium :)

Someone in my household recently got their driver's licence. What should I do?

Milestone achieved! 

Simply sign into My Account and follow the steps to add a driver.

Adding a new driver to your insurance allows them to start building their insurance history. Not to mention you have the added security of knowing they (and others) are protected in case anything happens.

Learn more about the requirements for the different licence classes on the Government of Ontario’s website.

I just got married. Should I make any changes to my auto insurance?

Congrats on tying the knot!

You don't need to update your marital status.

However, if your spouse has a driver’s licence and doesn’t already have insurance with another company, they need to be added to your insurance like any other licensed driver in your household – even if they don’t drive very often. This is to make sure they’re fully covered under your policy if they’re ever involved in an accident (either as a driver or a passenger). 

Adding a driver to your insurance is easy:

  1. Sign in to My Account.
  2. Select the policy.
  3. Go to Drivers and choose Add a driver.
  4. Follow the prompts to process your desired change.
  5. Done!
My child has a driver’s licence but is away at school most of the year. Do I still need to add them to my policy?

Since they still have occasional access to your vehicle(s), you’ll still need to make sure they are covered in the event of a collision. Adding a new driver to your insurance means that they can be protected under your policy if they are injured in a collision – even if that collision takes place while they are a passenger in someone else’s car.

My car is in storage. Do I still need insurance?

If your car is financed or leased, the companies who have a financial interest in your car may have some requirements about the minimum coverages that you must keep on your car. If you are unsure, it’s best to give them a call before removing any coverage.

I'm driving more/less than I originally thought when I signed up. How can I update this?

The number of kilometers driven per year is one of our rating variables when we calculate your price. 

If you need to update the number because you find that you’re driving more or less than you originally thought, just follow these steps:

  1. Sign in to My Account.
  2. Scroll down to Vehicle usage under your preferred auto policy. 
  3. Choose Change and update your details accordingly.
  4. Follow the prompts that will show you the impact on your premium. 

Once you hit Confirm, you will receive an email confirming the change.

How do I replace an old vehicle with a new one?

Have a new vehicle? Here's how to replace an old vehicle with a new one in your account:

  1. Sign in to My Account
  2. Scroll down and select the Add a vehicle button
  3. Follow the on-screen instructions to add the new vehicle

Once you've added your new vehicle policy, you need to cancel the policy for the old vehicle:

  1. In your account, select the policy you want to cancel
  2. In the Policy box, choose Cancel insurance
  3. Choose the date you want this policy to end
  4. If applicable, follow the instructions to reassign drivers to other vehicles
  5. Review the effect on your account and premium, and choose Confirm
  6. Your policy will end on the day you specified. We’ll send you an email confirming the cancellation

Please note that you can only make one account change at a time. If you have a new vehicle addition pending, you have to wait until its effective date before you can cancel the other policy.

Can I remove my family protection coverage?

While Family Protection coverage is not required by law in Ontario, we include it as a standard feature in our auto insurance because of the important protection it provides. Please contact us if you want to remove it from your policy.

My child has their own car, and their own insurance. Do I still need to add them to my policy?

If they have their own insurance where they’re listed as a primary driver, you don't need to add them to your policy since they’re protected by their own.

Can I reduce my third party liability coverage?

When you purchase auto insurance with Onlia, you can choose either $1 million or $2 million in liability coverage. This is the level of coverage most Ontarians have.   

You have the option to reduce your liability coverage limit after you’ve made your purchase. Just sign in to My Account and go to the policy you want to change. Under Coverage, choose Change. From there you can choose reduced limits of $200,000 or $500,000.

We don’t recommend this! Liability claims can easily exceed those limits, especially if you’re responsible for a collision that causes serious injuries. You’ll be better protected with a higher coverage limit.

How do I add a driver to my insurance?

Here's how to add a driver to your auto policy:

  1. Sign in to My Account
  2. Select your auto insurance policy
  3. Scroll down to the Drivers section
  4. Select Add a driver
  5. Follow the on-screen instructions from there. 

Be sure to add all drivers in your household to your policy (unless they're insured elsewhere). Adding a new driver to your insurance allows them to start building their insurance history. Not to mention you have the added security of knowing they (and others) are protected in case anything happens.

How do I change my financing or leasing company information?

You can add or change the financing or leasing company information in My Account. It's easy, follow these steps:

  1. Sign in to My Account.
  2. Select the auto policy you want to change.
  3. In the section that lists the financing or leasing company details, choose Change.
  4. You can change the financing or leasing company information from here.

Note that you can't make changes to a policy that has a start date in the future.

Can I keep only fire and theft coverage on my vehicle?

We offer long-term parking which is the same as fire and theft coverage.

If you won't be using your car for a while, you can reduce your premium by turning on long-term parking in My Account. Here's how:

  1. Select your car policy
  2. Click Turn on long-term parking 
  3. Review and submit your changes

Long-term parking takes effect the next day at 12:01 am. You can also turn off long-term parking to reactivate your policy’s coverage.

How do I bundle my Home & Auto policies?

Log into My Account, click Add a Home/Vehicle and follow the on-screen instructions.

I have a new class of driver’s licence. How do I update my account?

Congratulations on the new licence!

Just email a copy of your licence to us at support@onlia.ca. We’ll  update your account for you.

FYI: You may be eligible for our Graduated Licensing discount.

My vehicle is in storage. How do I put it under long-term parking?

If you won't be using your car for a while, you can reduce your premium by turning on long-term parking in My Account. Here's how:

  1. Select your car policy
  2. Click Turn on long-term parking
  3. Review and submit your changes in the shopping cart

Long-term parking takes effect the next day at 12:01 am. You can also turn off long-term parking to reactivate your policy’s coverage.

How do I remove an excluded driver from my policy?

To remove an excluded driver from your policy, send a request to support@onlia.ca. Remember to include their full name, drivers licence number, and date of birth in your email.

How do I exclude a driver from my household?

To exclude a driver from your household, send a request to support@onlia.ca.

How can I remove a driver from the vehicle on my policy?

Here's how to remove a driver from your policy:

  1. Sign in to My Account
  2. Select your auto insurance policy
  3. Scroll down to the Drivers section
  4. Navigate to the driver you'd like to remove, click Choose action, followed by Remove driver
  5. Follow the on-screen instructions from there. 

You can also add drivers from here. Be sure to add all drivers in your household to your policy (unless they're insured elsewhere).

How do I update my property details?

Here’s how you can update your property details in My Account:

  1. Sign in to My Account
  2. Select the policy you’d like to update
  3. Go to the section that you want to edit and select Change
  4. Fill out the form and click Continue

You’ll see your updated premium before you submit your change. Once you’ve submitted the change, you’ll receive a confirmation email.

I'm now renting out my home, what should I do?

If you’ll be renting out your home, notify us and switch your coverage to a rental policy. A rental policy will protect your home if the actual structure is damaged.

Your policy won’t protect your tenants against liability or personal loss. Depending on where you live, you can make it a requirement that your tenant(s) have their own insurance to cover their belongings.

I'm moving, what should I do?

Give us a shout, and we’ll help you get a policy for your new home set up!

If you’re insuring your new home with us, we’ll automatically cover your belonging for 30 days in your new residence.

I have refinanced my home. What now?

This change won’t affect your premium.

If the mortgage company is required to be listed on your insurance policy, you can update it My Account.

What changes impact my home insurance premium and how?

Our policies are driven by insurance value and peril scoring. So, your premium really depends on where you live and what you’re exposed to. For example, living in a high crime rate area will result in a higher premium on theft exposures.

It also depends on what coverages are purchased; adding additional coverage endorsements like sewer/flood or at-risk valuables can increase the cost of your premium.

I'm doing renovations. How does that impact my insurance?

The impact of home renovations on your insurance policy depends on what your renovations are.

If you’re doing something that will affect the structural value of your home – like adding a new wing, for example – it will likely impact your rate (after all, there’s more house to cover).

If you’re doing renovations on a slightly smaller scale, this would only affect the market value of your home, and won’t affect your rate.

If you’re unsure which category your reno falls into, give us a shout– we’d be happy to help you figure it out!

I paid off my mortgage. Do I have to let you know?

Congratulations – you’re now mortgage free!

This means you’ve qualified for our mortgage-free discount. Give us a shout, and we'll get that added to your account.

How do I update my mortgage information?

Need to update the mortgage details on your home insurance policy? No problem, you can get those updated in no time!

If it's before your policy start date:

  1. Sign in to My Account.
  2. Navigate to the Upcoming tab and click the button to cancel your future policy. Submit the cancellation.
  3. Once back on the main screen, click the button to Add a home.
  4. Follow the prompts to re-add your home. Make sure to add the correct mortgage details. Don't worry – as you've already paid the down payment, we won't charge you again. 

If your policy is effective already:

  1. Sign in to My Account
  2. Click on your home policy
  3. Scroll down to Mortgage details and click Change 
  4. Fill out the form and click Continue

Once you’ve submitted the change, you’ll receive a confirmation email.

How do I cancel my home insurance?

Need to cancel? We’re sorry to see you go! You can cancel your policy any time in My Account.

How do I add a second homeowner to my policy?

You can add another homeowner to your policy when you're getting a home quote.

If you already have a home policy, email us at support@onlia.ca, and we'll help you add a second homeowner.
Note that any immediate family members that you live with are automatically covered under your policy.

How do I add a mortgage to my policy

To add a mortgage or payee to your account:

  1. Sign in to My Account
  2. Choose the policy you’d like to change
  3. Scroll down to Mortgage details and click Change
  4. Fill out the form and click Continue

Once you’ve submitted the change, you’ll receive a confirmation email.

How do I bundle my Home & Auto policies?

Log into My Account, click Add a Home/Vehicle and follow the on-screen instructions.

I have more than one policy with Onlia. Will cancelling one policy affect the other?

For auto insurance, you may have to reassign drivers from the policy you’re cancelling to another policy in your account. This could have an impact on your premium.

You might lose a discount, like the multi-vehicle discount or the discount for bundling home & auto insurance under the same account.

When can I cancel my insurance?

You can cancel your insurance policy at any time! You'll only pay for the time you were insured with us.

Do I have to sign anything when I cancel my insurance?

Usually no, but there are special circumstances where we might need your signature – like if you are the executor of a deceased account owner’s estate (in which case we’d require certain signed documents to proceed with a cancellation).

Does it cost me anything to cancel?

There are no costs for policy cancellation. You only pay for the days you were insured with us.

How do I cancel my insurance?

If you want to remove a car or home from your policy, or cancel the policy altogether: 

  1. Sign in to My Account.
  2. Choose the Auto or Home policy you want to cancel.
  3. In the Policy box, choose Cancel insurance.
  4. Specify the date you want your policy to end.
  5. If applicable, follow the instructions to reassign drivers to other vehicles.
  6. Review the effect on your account and premium, and choose Confirm.
  7. All done! Your policy will end on the day you specified. We’ll send you an email confirming the cancellation.

New car or home? Note that you can add them to the same account right away :)

How can I get a binder letter/letter of experience?

You need a letter of experience (or: binder letter) if your Onlia policy was cancelled, but your insurance record doesn't show the correct cancellation reason.

If that's the case, you can email your request to support@onlia.ca. Please allow up to 7 business days for a response.

Note that you don't need a letter of experience if your insurance policy with Onlia is still active. Your policy is automatically included on your insurance record.

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 :)

Why did my auto insurance premium change at renewal?

Car insurance rates are based on many factors, including government regulations, the cost of vehicle repair, an individual’s driving record, and our own predictive analysis of how likely it is that an individual will be involved in a collision. As these factors change over time, they can affect the rate you pay when your insurance policy renews.

If your rate has gone up, it could be due to significant changes in your situation: for example, if you had any recent collision claims, traffic tickets or convictions added to your record, or the record of another driver on your policy.

We know an increase in your rate isn’t exactly welcome news. To help bring your monthly payment down, you can consider adjusting your policy's coverage and deductible, or bundle your home & auto insurance for a significant discount.

Will my policy renew automatically?

Policies renew automatically. We'll email you a reminder when your renewal date is coming up and tell you if there are any changes.

You will be able to see your new policy in My Account, 45 days prior to the renewal date. Simply click on your policy on the home screen and you'll see the renewal information at the top of the page.

Do I need to do anything to renew my policy?

Policies that qualify for renewal will renew automatically. There's nothing you need to do.

Will all my insurance policies renew at the same time?

Policies with different start dates will not renew at the same time.

If you purchased multiple policies with the same start date, each policy will renew on that date.

Will a collision affect my premium at renewal?

That depends on the nature of the collision.

Any recent at-fault collisions you have on your claims record can result in an increase in the rate you pay, unless you have Accident Forgiveness included in your policy (you can check this on your Certificate of Insurance in My Account).

Collisions where you were not at-fault do not affect your rate.

I was injured in a collision. Will my premium go up?

Your premium will never go up because you got hurt. It also won’t go up if you receive accident benefits – they’re meant to help you recover, and you should never feel conflicted about using them if you need them. However, if you were responsible for the collision (at fault) your premium may go up as a result of that.

Will a ticket impact my premium?

One ticket won’t necessarily have an impact on your premium.

That said, if you have been convicted of an offense under the Highway Traffic Act, there may be some implications. Depending on how many minor convictions you’ve had within the last 36 months, you could see a surcharge between 0-50% of your policy’s premium applied to your account. Higher surcharges are only applied in more extreme circumstances with multiple convictions.

Now for the good news! Our Ticket Forgiveness feature will protect eligible drivers against situations just like this.

How does ticket forgiveness work?

We get it – mistakes happen. We promise not to increase your premium if a qualifying driver under your policy gets a minor conviction, like one of those pesky "10 over’s". 

You can check if you qualify for ticket forgiveness in your Certificate of Insurance. Sign in to My Account. Choose the policy you want to see the Certificate of Insurance for and scroll down to Policy documents.

FYI: You won't qualify for ticket forgiveness if:

  • you have not been licensed for at least 6 years;
  • you had an at fault within 6 years; and/or
  • you had any convictions in the last 3 years.
Do demerit points impact my premium?

Demerit points on your licence won't impact your insurance. It’s the ticket itself that does.

How does accident forgiveness work?

If a driver who qualifies for accident forgiveness, ends up having their first at-fault, we promise we won’t increase your premiums as a result.

You can check if you qualify for accident forgiveness in your Certificate of Insurance. Sign in to My Account. Choose the policy you want to see the Certificate of Insurance for and scroll down to Policy documents.

FYI: You won't qualify for accident forgiveness if:

  • you have not been licensed for at least 6 years;
  • you had an at fault within 6 years; and/or
  • your insurance policy was cancelled for non-payment in the last 3 years.
Why can't I make changes to my upcoming renewal?

If you’re looking to make changes to an upcoming renewal, please email your request to  support@onlia.ca. A member of our team will be happy to assist you!

How do I cancel my renewal?

Need to cancel your policy renewal? Just email us at support@onlia.ca and we’ll take care of it. Be sure to include your preferred cancellation date in the email.

There’s a change in my driving record. Will this impact my insurance?

Changes to your driving record (like an accident, ticket or conviction) will automatically be considered when your policy is up for renewal. Any changes may affect your premium.

Why did my home insurance premium change at renewal?

Home insurance rates are based on many factors, including government regulations, the location, size and value of your home, and a predictive analysis of how likely it is that an individual will make a claim. As these factors change over time, they can affect the rate you pay when your insurance policy renews.

If your rate has gone up, it could be due to significant changes in your situation, like any new claims, improvements to your home, or a change in qualification for discounts.

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.