Motability Scheme FAQ's regarding COVID-19 (Coronavirus)

Answering the FAQs regarding the Motability Scheme during the pandemic

With the uncertainty that the Coronavirus is creating for many of us, we wanted to reassure you by answering any frequently asked questions that you may have regarding the scheme during this time.

The Government announcements have had a major impact on the Motability Scheme.If you have any specific questions that are not answered in this FAQ section, please do not hesitate to get in touch and reach out to us directly via our live chat or on our facebook page.

Our Motability Specialists remain available online or over the phone. You can also arrange a video appointment online.

Can I currently place a Motability order?

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Yes. The Motability Scheme is open and you can place your order or renewal remotely from the comfort of your own home via digital means including telephone, email, video call and live chat. You will however need to attend the retailer to collect your new vehicle. From 12th April 2021, our showrooms reopened and you are able to visit us and see the vehicles in person as well as take an unaccompanied test drive.

I have placed an application, will the handover of my car go ahead?

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We are able to take Motability applications remotely via video appointments.Your vehicle handovers will be contact-free and take place in a designated handover area where COVID-safe measures will be in place.

I do not want to place a renewal application, how do I hand my car back?

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If you do not want to place a renewal application at the end of your lease, please contact your selling dealership to make an appointment to return the vehicle. Alternatively, you can contact Motability on 0300 456 4566 to discuss arrangements. 

I am an existing customer, but do not want to place an order for my next car at the moment, what are my options?

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Where possible, Motability and ourselves strongly recommend you to start searching for your next Motability vehicle in the usual way and place an order in the last three months of your lease.

Social distancing and disrupted supply chains from manufacturers have led to factories producing fewer cars than usual which will result in a shortfall of new car supply in the near future. It’s possible that deliveries of some new cars will be delayed. Others may simply not be available for the foreseeable future. And prices of other cars may, sadly, have to rise and this is likely to continue over the coming months. For these reasons you may want to consider choosing and ordering your next car now, rather than extending your lease.

My Motability vehicle is coming to the end of its lease – what do I do?

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The Motability Scheme remains open, you can place your Motability application with one of our Motability specialists digitally. Alternatively if you do not want to renew and would like to hand your vehicle back, please contact your selling dealership who will be able to advise you on the next steps.

Has COVID-19 affected vehicle delivery times?

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The length of time it takes for your car to be delivered could vary considerably due to the disruption experienced by our manufacturers during this time. It is worth checking with your Motability Specialist at the site to see if the car you are interested in is in stock or whether it will need to be ordered from the manufacturer, which may well mean a delay. There may well be a comparable car from a different manufacturer, so it is worth considering this before you place your order.

What will happen with my Good Condition Bonus?

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Motability are planning to pay the Good Condition Bonus on the original lease end date for your car. However, please bear with us and them whilst we work to make this process possible remotely.

Motability are introducing an option for customers to receive their Good Condition Bonus by bank transfer. For customers who are eligible, you will be contacted as you approach the original end of contract date with more information on what you need to do to receive the Good Condition Bonus this way.

You can still opt to receive the payment by cheque if you prefer, although please note that 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?

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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?

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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

Many Kwik Fit centres also remain open which offer a mobile service. Call the Tyreline on 0330 123 1531 or for mobile appointments 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?

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Our service centres are open and are operating with all COVID safe measures in place. You can book your MOT as usual.

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

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Our service centres are open and are operating with all COVID safe measures in place. You can book your service or repairs as usual.

What do I do if the customer unfortunately passes away during this time?

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Should a customer pass away 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?

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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?

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If your lease is due to expire and you are unable to return to the UK, please contact Motability on 0300 456 4566 so they can apply a lease extension.

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

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We are currently experiencing staff shortages and have limited availability on our phone lines. We have revised opening hours, which are Monday to Friday 9am to 5pm, but unless your call is extremely urgent, please do not call us at this time. We also have a webchat facility which might be quicker than holding for our advisors on the telephone.

We hope that you will find the answer to your query here or in our regular news updates which will be posted on the home page of our website. We will be regularly updating this page to ensure we cover the most frequently asked customer questions.