FREQUENTLY ASKED QUESTIONS

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.

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.


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

Yes, as lockdown has led to fewer drivers on the road, the Scheme is seeing 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 set to send 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.

Customers who have already received a GCB for their current car clearly won’t be in a position to take advantage of this arrangement.


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 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 customers. 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 implementation of COVID-19 restrictions and the closure of our showroom, handovers are not currently taking place. 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 awe 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 we are able to open our showrooms 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 COVID-19 restrictions, 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.


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.


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

Many Kwik Fit centres remain open, they also 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?

To book in your Motability car for an MOT CLICK HERE

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

To book in your Motability car for a service or repair CLICK HERE


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 easiest way to do this is to phone Motability 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 Motability 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 Motability on 0300 456 4566.



Our COVID-19 Update...