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

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.

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?

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We’re pleased to announce that the Motability Scheme will start taking applications from customers looking to join the Scheme from 1 July 2020. Our dealerships are are open and are operating a COVID-19 safe environment. IF you'd prefer, you can book a virtual appointment with one of our Motability Specialists.

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

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The handover of vehicles that have arrived at our sites and are ready for us to pass on to our customers are now taking place once again. Our dealerships are all operating at COVID-19 safe measures and your Motability Specialist will contact you to arrange a suitable date and time to handover. If you are shielding, you will have to wait until the Government advises it is safe for you to visit our sites before collecting your new vehicle.

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

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We're pleased to announce that the Motability Scheme will once again resume accepting new applications from 1st July. New PRicing will also be announced on the 1st July which will apply to your application.

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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As our dealerships start to reopen they will be able to book in appointments for end of contract vehicle returns. Please contact your dealership to find out whether they are open and make an appointment to return the vehicle.

Has COVID-19 affected vehicle delivery times?

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If you are not quite ready to choose a new vehicle you do not need to do anything further at this stage. If we do not hear from you and you do not place an application for a new vehicle, Motability will automatically extend your lease for six months. You will also automatically receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period.

If you have already had your lease extended during lockdown, please contact Motability so that they can apply a further lease extension for you.

Alternatively, in certain circumstances you may decide that you’d like to extend your lease for longer, such as another one or two years. This might be the case if you have specific adaptations or if you have driven less than 15,000 miles at the end of your three-year lease. If either of these apply, please contact Motability Customer Services team on 0300 456 4566.

What will happen with my Good Condition Bonus?

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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 Advance Payments?

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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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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.​ A new list of Advanced Payments will be released on 1st July and these will take over any existing payments.

Are your partner services open to help if I need them?

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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.

The MOT is due on my car, what should I do?

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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.

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

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The Government have announced that any MOT’s due to expire after Monday 30 March will have an automatic six-month extension. However, our dealerships and service centre are now open so it is your choice if you would like to book your vehicle in. You must have the MOT carried out on your vehicle before the end of its extension date and before handing it back.

I am in a hire car at the moment, how do I collect my Scheme car?

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Non-essential service, maintenance and repairs are likely to be cancelled as our dealerships start to open back up. The RAC will continue to offer an emergency breakdown service should you need them.

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

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We hope to reunite you with your Scheme car as soon as possible, but please be aware that repairs are likely to take longer than normal due to social distancing measures at our dealerships and availability of parts.​ We will contact you with updates on your vehicle as and when they become available.

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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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 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 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.

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

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