We've answered some of the most frequent questions we've been asked.
My lease expires in the next three months, what will happen if I can’t place an application for a new car?
As a valued customer, we know you are going through a time of great uncertainty and worry. Keeping you mobile is our utmost priority. Following the Government’s latest announcement instructing the closure of dealerships, we will automatically apply a six-month lease extension to customers who are approaching the end of their lease. There is no need to contact us, as we will automatically extend your lease and you will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period. We would hope that at some point we may be in a position to shorten this six-month extension and will be in contact if we are able to do so.
I have placed an application, will the handover of my car go ahead?
Following the Government’s latest announcement, the network of dealerships who help to supply the Scheme has now been forced to closed. If you are already a customer with a car on the Scheme your lease will automatically be extended for a further six months and you will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period. Once the Government restrictions are lifted and our network of dealers have reopened we will be able to arrange a date for the handover of your new car.
If you are not currently a customer on the Scheme and are waiting for your first car to be delivered, unfortunately, this will now be delayed until the dealerships that supply the Scheme are able to open again. We appreciate that this might be difficult for you, however, we are not able to hand over any new cars at this time. Unfortunately, we are not able to arrange for any cars to be delivered either.
I was in the process of choosing my first car on the Scheme but had not yet placed an application, can I still go ahead?
Unfortunately due to the Government advice, we are unable to take applications for a new car at this time. We hope that you are able to stay mobile using your existing method of transport during this time and hope that we can welcome you as a customer later in the year.
I do not want to place a renewal application, how do I hand my car back?
If you plan to leave the Scheme at the end of your lease, contact us on 0300 456 4566 so we can discuss arrangements.
What will happen with my Good Condition Bonus?
Motability are planning to pay the Good Condition Bonus on the original lease end date for your car. However, please bear with us as we work to make this process possible remotely.
We are introducing an option for customers to receive their Good Condition Bonus by bank transfer. We will contact customers who are eligible as they approach the original end of contract date with more information on what they need to do to receive the Good Condition Bonus this way.
You can of course still opt to receive the payment by cheque, although your cheque may take a little longer to arrive than usual. Please do not contact us or Motability, unless it is at least two months after your Good Condition Bonus was due and you have still not received your cheque.
My usual driver is not able to drive me at the moment, can I add a new driver?
Your lease includes insurance for up to three named drivers, these can be family, friends or carers. If you urgently need to add a new driver, please call RSAM on 0300 037 3737. The driver you wish to add will need to be with you when you call, so RSAM can check their details and add them to the insurance straight away.
Are your partner services open to help if I need them?
The RAC are on hand to help if you have a breakdown and need emergency help. Please call 0800 73 111 73
Our insurance partner RSA Motability are working remotely to help with any urgent insurance queries. Please call 0300 037 3737
Our service departments are open for all types repair work, please click here to book an appointment
The MOT is due on my car, what should I do?
The Government have announced that any MOT’s due to expire after Monday 30 March will have an automatic six-month extension, so once your dealership has reopened they will contact you to book this in.
My service is due or my car requires repairs, what happens now?
Our service departments remain open for essential repair work, please click here to book an emergency repair appointment. However, on-essential service, maintenance and repairs are likely to be cancelled, but the RAC will continue to offer an emergency breakdown service.
I am in a hire car at the moment, how do I collect my Scheme car?
For the time being, we will need you to remain in the hire car that has been provided for you. Unfortunately, as our dealerships are currently closed we are not able to reunite you with your usual Scheme car at the time being.
What do I do if the customer, unfortunately, passes away during this time?
Should a customer die during their lease, a family member should contact us as soon as possible. The quickest and easiest way to do this is by filling out our Notification of a customer passing away form, alternatively, you can phone Motability on 0300 456 4566, please bear with us as they are taking longer than usual to answer calls. They will then advise you of the next steps you need to take which usually means that we will arrange for the car to be collected within a few weeks, however, at this time it may take longer for us to process this request.
I was due to be reassessed for my allowance but the DWP have suspended my assessment for 3 months; can I stay in my current vehicle?
If your lease is due to end before your reassessment, please contact Motability on 0300 456 4566 so they can apply a lease extension for you. The Department for Work and Pensions (DWP) has confirmed that they will continue to pay allowances where they have had to delay assessments.
I am abroad with my Motability Scheme vehicle but I cannot get back due to the Coronavirus, what can I do?
If your lease is due to expire and you are unable to return to the UK, please contact Motability directly, on 0300 456 4566 so they can apply a lease extension.