Onlia Reviews 

Use to be great, had a policy with them for over 4 years with no issues. Somewhere randomly along the way they were unable to collect a payment...ok no problem I switch my payment method (both from the same account from Card # to account number) . They collect with no problems. 4 years later they've been bought out (or merged couldn't care less) Now I can't renew my policy because of an issue from THIER side.
Try calling them. 1 HOUR wait time for unexperienced employees that have NO CLUE what's going on. Call again same thing. Call a third time wait an 2 HOURS to get someone competent only to hear "Okay we will open an investigation. FAST FORWARD 3 WEEKS AND NOT A SINGLE EMAIL OR MESSAGE.
WHAT IS GOING ON

Best auto insurance rate I found online after about 6 hours of research. Easy to use site that took payment directly.

The application for my car insurance was easy and smoothly

*** EDIT***After 3 attempts someone finally answered. She said an escalation is being put in place for someone to reach out, still no answers on if I have insurance….
*******

I have been trying to get a hold of this company for over a month. Each time I call I’m on hold for an hour just for them to disconnect. They say to email them (which I have) but those go unanswered as well!
They say I have insurance with them but I have had no communication- can’t access the online platform as I cannot get ahold of anyone for a policy number.

A small charge came off my credit card ($12) which I have NO idea what that was for- trying to figure that out as well.

I just want answers- insurance is such an important thing to have and the experience I have had with this company is absolutely appalling.

Ver bad company I been left 3 months without a call back or even an email for an issue it has to be dealt with on them end I been charged for a car that it been on total lost I been calling them and emailing them but no one answering they owe me money and that why they not answering my phone calls they are a scammer there’s a lot to say about this company but what I said it’s enough never again with them

The customer service agents are not knowledgeable and helpful! When it shows on the website that adding a G1 driver won't increase insurance premiums if they are not primary driver of the vehicle then agents told me I have to pay $60 more if I want to add my spouse who is a G1 licensed driver.

Noooooo response from last 2 months. so frustrating. Not even received documents.

Since the beginning of January, I've been trying to reach their support about canceling my policies (I already received a cancellation letter in November, but my policies are still active on their site and they are trying to charge money for them). No answers from support email, and I cannot reach them by phone (trying to call several times, waited around an hour each time - no live person answered)

The service is suck trying to talk to customer service took so long

Been trying to resolve an incorrect bill since November 2024. They don't answer the phone line or call back or respond by email telling me if the issue has been resolved.

I received the email in December that it seems many received about payment not going through even though the credit card on file was active. I called Dec 27 and got through to an agent who said I have to provide my bank info now for payment. I do not like paying this way but was left with no option. I provided the info and was told payment would come out in a few days.
As of today Jan 28, payment has still not been withdrawn and I received another email about non-payment. What more can I do? I had a valid credit card Onlia withdrew from for months....told we don't take that anymore. I provide my bank info, now you won't withdraw the payment. This is extremely frustrating.
I have cancelled all my policies effective Feb 6, 2025. I received cancellation confirmation on the auto policies but am still waiting on the cancellation confirmation for the home policy for over 2 weeks now.
I need that home policy cancellation confirmation as well as a detailed final invoice of what is owed on my policies up to the cancellation date of Feb 6, 2025, and when it will actually be withdrawn. This information once could be found on the old Onlia webpage but is no longer available in my account.
Submitted ticket #309859

March 12: Still no contact from an Onlia agent but now I'm receiving emails with different amounts that seem to be attempted to be taken from my credit card unsuccessfully? Again, if someone reaches out to me I will pay the amount owing, once I receive documentation of what I am paying because the amounts do not make sense. My policies have been cancelled yet i am still trying to get ahold of someone to pay Nov, Dec and Jan.

Why is my policy being cancelled??? I payed and I'm getting a letter for cancellation for non payment?? No one is answering this company is garbage if my premiums increase I will report this

The live chat service is terrible. It doesn't connect me to an agent.
The phone service is even worse. I have waited for 30mins to 1 hours with no response.

The email service is slow and takes up to a week to get a response, which is usually pretty generic and unhelpful.

I’ve been trying to update my billing info for 2 months.

Every time I call I’m on hold for 2 hours then they hang up.

Support emails go unanswered. Website doesn’t work. Chatbot says to call or email.

Live chat never works.

Now I’m being told they weren’t able to bill me. No kidding.

When I finally get ahold of someone they better not be a NSF fee.

Edit: I’ve never been called after a promise here or from a sales agent (They will sign you up but not service you)

I finally got ahold of someone after a total of 8 hours of hold over 2 days. They asked me to email them. So I’m sure that will go no where.

I asked to speak with a supervisor and was denied supposedly the agent has no company support what so ever and is an island.

They said I could be expecting a phone call in the next 1 -3 business days and I better.

The two times I’ve been able to speak with anyone have gone to “email” but all phone calls have been recorded.

Update: 1 business day. No emails or phone calls.

Update: 2 business days. No emails or phone calls.

Update: 3 business days have passed no emails or phone calls. Guess it’s time for the Ombudsman.

Complete garbage service. Sent me a cancelation letter with no reason for cancelation so I obsltained new insurance with a new company and now they are trying to continue taking money out and my policy still says active I have proof of letter as well as my lender got the same one saying I was canceled and they still try to pull money after my canceled date. No answers on the phone and no replys by email. Do not use onlia they are garbage

EDIT - It's been two days and NO ONE has contacted me regarding this issue. This company no longer has any of my trust.

They used to be good but what the hell has happened.

My credit card was compromised and as a result the bank put a hold on it, so I submited an update to my insurance payment. They never processed the change or responded to the submission.

They are not responding to emails, they are not answering their phone lines. Now my insurance is unable to be paid because they did not process the change.

Can never get ahold of the company since the merge its been horrible can't do anything on the app or website now

The service call is very difficult to get through, I wait for about 1 hour, after connected, after I said 2 sentences, it was (accidentally?) cut off🥲🙄.
After I submitted the quote request online yesterday, so far I have not received the insurance policy.

i left a review you said you were going to get back to me and it’s been another 2 days onlia is a joke i just want to cancel at this point this is ridiculous worst insurance company if you’re thinking of signing up don’t because there is 0 customer service they don’t even answer their paying customers the only time they answered was after i left a bad review on google

This is by far the worst company I have interacted with. My car got totalled and they asked me to cancel my insurance with them, since I was insured with Verassure. They first told me on the phone that they will honor my accident forgiveness program and add that to the new policy. I spoke to the agent next day, requesting a new quote and the agent was extremely condescending and told me very rudely that they will not honor it.
Either way, I decided to cancel my insurance and find another insurance provider. Next month I again get billed for my old insurance on a totalled vehicle. I have been trying to call them and they never answer and just put me on hold hours together. I can't believe that they are still allowed to operate. When I login to their system, there is no mention of my claim or my cancellation of the insurance. All my emails have never been responded to.
Just find your insurance elsewhere, they are not worth your money.

Update: Jan 28th 2025
The only way to get them to answer is to write a scathing review on TrustPilot. I received a response explaining how they process cancellations. They mentioned that I will be receiving a refund next month. I am adding another star for that. I will update the review when I finally receive the refund.