FAQs from the Motability Scheme regarding COVID-19 (Coronavirus) - Updated 27th May

With the ongoing uncertainty that COVID-19 is creating for many of us, we wanted to reassure you that the Scheme will support you where possible to help you remain mobile during this time.

Motability teams have now relocated to enable remote working, but their Customer Services team are dealing with a high volume of calls, so ask for your support if they are unable to come back to you as soon as usual.

Below Motability have answered their current most frequently asked questions.

With less traffic on the roads as a result of the lockdown, will I be eligible for a refund from my Scheme insurance?

As lockdown has led to fewer drivers on the road in April and May, the Scheme has seen a lower level of claims, enabling it to share this saving with customers. We have made this decision in consultation with Motability, the Charity. As a result, we are in the process of sending an insurance-based refund of £50 to all customers.

There is no need for customers to contact us in connection with this, as we will automatically issue this insurance refund as soon as possible from the second half of May and throughout June.

I have a Motability Scheme car; how can I get help if I’m in temporary financial need owing to the COVID-19 situation?

Motability Scheme customers who are experiencing temporary and exceptional financial need in relation to COVID-19 are able to access an advance of the £600 Good Condition Bonus (GCB) usually paid at the end of a lease.

This GCB payment can be brought forward to provide support during the COVID-19 lockdown, ensuring that customers in need have access to money during a period when they may need it most. Please note that customers who choose to take this payment early would not therefore receive a further GCB at the end of contract – a point when some customers like to put this towards an Advance Payment on their new car.

As customers use their mobility allowance for their lease instalments, paid directly from the Government, it is not possible to reschedule payments to be repaid later, so this arrangement offers an alternative route to flexibility for customers.

To help us to deal with requests from customers needing exceptional help as quickly and efficiently as possible, please complete our online form to request a call back from a member of our Customer Services team.

Alternatively you can call us on 0300 020 5050, but please bear with us, as we are currently experiencing a high volume of calls and you may have to wait longer than usual.

Customers who have already received a GCB for their current car are not able to take advantage of this arrangement.

Customers who lease a scooter or powered wheelchair will be able to gain access to their £100 End of Contract Bonus in the same way.

My lease expires in the next three months, when can I place an application for a new car?

As a valued customer keeping you mobile is our utmost priority. Following the implementation of COVID-19 restrictions in mid-March, six-month extensions have been automatically applied to allow the Scheme to focus on continued mobility for all customers and this will continue for the time being. 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 placed an application before lockdown, when will the handover of my car go ahead?

While we expect to see dealers in England gradually opening from 1 June, the impact of weeks of COVID-19 disruption means we will take a phased approach in reopening the Scheme. Cars that had already been ordered and are due for handover will be an early priority. We are aiming to arrange these deliveries as soon as it’s possible, subject to this being done in a COVID-19 safe environment.

What will happen with Advance Payments?

If you have already placed an application the price you agreed with your dealer will be the price you pay when the car is able to be delivered.

I had my lease extended during lockdown, can I now place an application for my next car?

So we can work through backlogs in both vehicle sales and purchases, once dealerships start reopening, we will take a phased approach for applications. Priority will be given to cars that were ordered before lockdown and are now ready to be handed over. When this is complete we will then start to invite applications from customers who have had their leases extended during the lockdown, in order of their original end of contract date.

My dealer has been in touch to say my new car is ready to be handed over, why can’t I collect it?

As Government advice does not yet permit the opening of dealer showrooms, it is not currently possible for new cars to be handed over. We expect to see a gradual opening of dealerships from 1 June in England, however following weeks of COVID-19 disruption we will need to take a phased approach to reopening the Scheme. Priority will be given to cars ordered before lockdown and now ready for handover. We are aiming to arrange delivery as soon as it’s possible, subject to this being done in a COVID-19 safe environment.

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, we are not able to take applications for customers looking to join the Scheme at this time. While we know this news may be disappointing, we ask for your patience as we restart our operation after weeks of dealer closures and business disruption. We first need to work through backlogs in both vehicle sales and purchases, before we are able to take applications from customers looking to join the Scheme.

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 at the end of my lease, how do I hand my car back?

Some dealerships are starting to reopen and are able to take appointments for aftersales and end of contract vehicle returns, with social distancing measures in place to protect customers and employees. Please contact your dealership to find out whether they are open and make an appointment to return the vehicle. If your dealership is closed, or unable to accept the vehicle, then contact us on 0300 456 4566 so we can discuss arrangements.

My lease has been automatically extended for six months, what will happen with my Good Condition Bonus?

Where customers have had leases automatically extended, we are paying the Good Condition Bonus (GCB) on the original lease end date for your car.

We have introduced an option for some customers to receive their GCB 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 GCB 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, unless it is at least two months after your GCB was due and you have still not received your cheque.

If you request an early payment of your GCB during the lease, you will not be entitled to this payment again.

Why can’t I find the latest prices or search for vehicles currently available on the Motability Scheme?

As we are unable to accept any new orders, the latest prices for the Motability Scheme were not launched as usual on 1 April 2020 and our car search tool is currently unavailable. We are monitoring the situation and will launch prices on our website when we are able to start taking applications again.

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 insurance queries. Please call 0300 037 3737

Many Kwik Fit centres remain open, they also offer a mobile service. Call the Tyreline on 0330 123 1531 or to book a mobile appointment call 0330 123 1533. There may be reduced capacity in some Kwik Fit centres along with revised opening hours, so if you are planning to visit a centre please call the Tyreline in advance to make 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.

If your MOT expired before this date, you should arrange this with your dealer if their service centre is still operating, or with Kwik Fit at one of their centres. If you are self-isolating you should book the MOT for after the period of self-isolation is over, or ask a named driver to take the vehicle to be tested.

My service is due or my car requires repairs, what happens now?

Non-essential service, maintenance and repairs are likely to be cancelled until dealers have reopened, but the RAC will continue to offer an emergency breakdown service.

Once your dealership has reopened they will be in touch to arrange to carry out any outstanding services and non-essential maintenance, although please bear with them as this could take longer than usual as they work to catch up, whilst operating with social distancing measure in place.

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. Where a dealer is able to safely operate and complete scheduled repair work we should be able to reunite you with your Scheme car, but please be aware that repairs are likely to take longer than normal due to social distancing measures at dealerships and availability of parts.

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 us on 0300 456 4566, please bear with us as we are taking longer than usual to answer calls. We 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 us on 0300 456 4566 so we can apply a lease extension for you. The Department for Work and Pensions (DWP) have 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 we will apply a lease extension, however if you are unable to return to the UK, please contact us on 0300 456 4566.

My question hasn’t been answered, can I call you?

Our current opening hours are Monday to Friday 9am to 5pm, but please bear with us, as we are currently experiencing a high volume of calls and you may have to wait longer than usual. We also have a webchat facility which might be quicker than holding for our advisors on the telephone.

We will be regularly updating this page to ensure we cover the most frequently asked customer questions..