Onlia Reviews 3,519

Good prices which was the initial draw. However, they have sold out to Aha so prices not so good anymore. I have had a terrible experience with this firm. Firstly, after a non-fault accident I wasn't treated like a valued customer and felt like the adjudicator was treating me as if it was my fault. They were not the easiest to get help from customer service but the website was a little more helpful it terms of making payments and viewing policy information. However, in the last few months I have been disappointed by the dismal level of customer service. Hours on hold, website glitching, support queries not being answered, payments being taken out late, chat feature not working. I had to make a complaint to the ombudsman after a couple months of issues only to finally get a Customer Service lead to email me a half hearted incomplete response. This is ongoing so have used todays date.

This is by far the worst insurance company I have ever had to deal with. I contact them to make changes no answer or call back, no email response, nothing!. I'm now trying to cancel my policy because of this and still no way to contact them to speak with someone. Can't do it online says please contact and nothing once again. They don't take payments on said payment dates. And waited 3 months to take out 1 payment. I was left unsure if I was even insured at that point, with once again left with no way to contact these people.
STAY AWAY FROM THIS COMPANY!!!! HORRIBLE!!!!!

They Don’t answer. Still waiting for my policy number so I can actually drive my car using the insurance that I bought. Already reached out to support. Would really appreciate the policy number, as I need my car. Rates are nice though, I’m unsure if this is a scam or not yet.

They are almost impossible to reach by phone, email or Chat. The level of incompetency is hard to even to describe. I became so upset I am in the process of cancelling all my polices with them and going with a more reputable insurance company. Stay far away!

Very good but I am unable to register my account.

Onlia insurance, what the hell is going on with your company lately as for the last four or five months I cannot get a hold of anybody over the phone emails or chat also, you guys try to sign me up with another company that I never authorized or anything, so I think I’m entitled to a refund for all this But you won’t take any phone calls or answer any questions about policies payment seem to come out not on time anymore, causing issues with people‘s banks. This is not right on Leah and we are. The customers are probably gonna have to pay the price and we’re not going to Cause we shouldn’t have to hopefully do the right thing.

Easy to simulating and contracting

I need someone there to respond to my emails, I have sent numerous emails inquiring as to how to make my payment with no response. At this point I don't know if I have coverage or not.

This Company went extremely down hill after they merged. Stay AWAY I've been trying to cancel my insurance for the past month, you can't login into the online portal to make a claim or view anything. Try calling you get no one and they don't answer emails. Not sure how this is even allowed... wouldn't surprise me if a class action lawsuit will be taken against them.

Horrible service. No call back. No answer phones. Never using or suggesting this scam company to anyone. Good bye.

Never receive replies to support emails. Website is horrible, can’t log in

Horrible customer service! No matter when you call during their business hours (Mon - Fri. 9 AM to 5 PM only) you are put on a super long hold lasting hours. At times, you never can get through at all. They don't have a call-back feature either. All you hear is that they are "Experiencing a higher-than-normal wait-time". They refer you to their website constantly but sadly I have even tried that and you get the same response that the response time is higher than usual (for email responses. I have been waiting for 3 business days already and nothing). Seems like they only have a couple of employees. Last year their excuse was that they were undergoing company changes and the customers should bear with them. One year later... no change.

I have a claim open with them since November of 2023 and they keep changing the adjusters every couple of months and keep delaying my payments as the new person has to review my claims from then!

Horrible. I think my next steps are going to be to contact the Financial Services Regulatory Authority of Ontario for a speedy resolution.

Update: Onlia replied to the review above (promptly, I must say). Would have been nice if they could also do the same when people email or call them.

ONLIA: I am still waiting for your response to my query that I sent on February 09, 2025 to the email address mentioned in your reply. What's the excuse?

Funny how they will reply IF I write "Trustpilot Review" on the subject line on the email. Pathetic!

Call back is not efficient. Wait times are unreasonable. Hold music states there's online chat support which is not accurate.

Sent multiple emails to follow up on auto insurance and no response. Still havnt received policy in the mail and when i call in agents say don't worry

I have been trying to reach someone at Onlia for two months with no response. Email, online requests, calls, nothing. I wait on hold on the phone for an hour and then get automatically disconnected. What is happening??? Does anyone even work there anymore since the takeover? I want to add a car to my policy and take my old car off. I also need to change my address. I just can't be bothered at this point! But now reading other people's experiences these past few months I'm worried I won't even be able to cancel. I had no issues whatsoever until these past two months. Did they get bought out by a scam company?

Awful !! I needed to modify my home and auto policies and I contact Onlia by phone and email for the last 2 months but I got no response whatsover !! They are litterally leaving customers in Limbo

I have been trying to get a hold of Onlia insurance to cancel my insurance policies with them. They don't answer emails, phone calls... it is impossible to deal with them, how could I ever trust this insurance company? Please just cancel my policies and don't take any more of my money.

I have been trying to get a hold of Onlia insurance for three months now. The month i canceled my insurance after i could not get a hold of them, they took 2 months pay out of my account on the same day. I left a review here few weeks ago where onlia responded saying we will contact you as soon as possible. Still no response from them and my money is not return yet. What should my next steps be?

Way to long to get a response

waiting for a refund from this company for 3.5 months

email requests unaswered