Ontario’s insurance broker is still working to deal with customer concerns
Again in January, many customers continued to the angle of loudspeakers Complaining. A recently purchased and changed company from the insurance provider to the insurance broker, and this change was some hugs for policy holders in the previous company.
While Onlia is working to address many of these issues, some customers say they are still frustrated.
Aksha Mackensi is one of them.
“I was trying to communicate with them. They don’t answer. When they answer, it looks like this after weeks,” McKenzi said.
She had home insurance policies, cars and tenants with Onlia without any problems for years until the company changed from an provider to an intermediary.
She said: “They canceled both my house and my assumption, and I have never contacted you to restore the policy of the tenants.”
Antonite Billy says that the auto policy in Olia was also not renewed in January. She was told that the matter was not for the lack of payment even though she says that online is still withdrawing the previously authorized payments.
She said, “The cancellation has still passed before the date of renewal, but they took the money to pay January.” “Then they continued to go to my bank account to try to take payments, then I suffered from about 45 dollars, three times, with my bank to get NSF fees, although they said that my insurance had been canceled.”
Billy, who found another company to meet the insurance needs, says she had to contact her bank to prevent payments from clouds.
“I have tried multiple ways to reach Onlia, but it was very difficult to get a response.”
Onlia, which has been purchased by Southampton Financial Holdings Inc. recognizes. (SFHI), that some customers who may face problems, but a speaker who says they have not canceled policies. The company was bought only after VerraSure – the original author – came out of the market.
“This discrimination was a repeated source of confusion and we took additional steps to clarify this through customer contacts.” This discrimination was not a repeated source of confusion and we took additional steps to clarify this through customer contacts. “
Onlia says that all the problems of treating bills and payment faced by customers in December 2024 and January 2025 was resolved.
The spokesman said: “Some payments may be withdrawn after the policy ends to cover any missing payments that were due before the cancellation date. These fees reflect the actual time that the customer has been secured (time to risk) and not the errors of the bills.” “In rare cases, the system’s overlapping may have led to incorrect withdrawals. They are now proactive, while treating the amounts recovered in the same bills cycle.”
Onlia also says they have made many improvements since our recent story, including regime promotions to create a smoother online experience. They also say they have strengthened the employees after several complaints about the response times to customer fears.
“Since February, we have appointed additional employees dedicated to customer support and mediator service. As a result, the average waiting times for our calls is now less than six minutes. We are constantly working to improve our service levels,” said CityNews.
“Every complaint, invitation, attention is tracked and used to push service improvements. We want to emphasize not to leave any customer behind him.”
But clients like McKenzi and Billy, who feel left behind, had complained with the insurance brokers registered in Ontario (Ripo) asking them to investigate Olia.
“We cannot comment on the details of complaints or continuous investigations into any individual licensee,” a Ribo spokesman told CityNews when we inquired about the complaints submitted.
“I am not sure, which led to the problems,” McKenzi told CityNews. “It is clear that this company has changed their hands, but it is necessary to look at the way in which things were dealt with because it left many of us frustrated.”
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