Coronavirus and Motability

Coronavirus

The latest releases from Motability are below, the last published 24th March.  The Government will be working on the MOT situation and we suggest all will be extended in the near future. We will update you as quickly as new information is announced.

We have a dedicated Coronavirus thread on the Forum https://forum.whichmobilitycar.co.uk/forums/topic/coronavirus/

We have started a Q&A Coronavirus thread on the forum: https://forum.whichmobilitycar.co.uk/forums/topic/coronavirus-qa/

Important Phone Numbers:

Motability – 0300 456 4566

RSA Insurance0300 037 3737

Kwik Fit Mobile0330 123 1533

Autoglass mobile – 0300 037 9944

 

Motability Statement Q&A 25th March 2020

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 currently 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.  If Government advice changes and your dealership re-opens earlier than this, then you can contact your dealer at this time to arrange an earlier handover.

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?

We 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. This may mean that your cheque may take a little longer than it otherwise would. Please do not contact us, unless it is at least two months after your Good Condition Bonus was due and you have still not received your cheque.

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. We will publish our new prices for April to June 2020 on 1 April 2020 as normal to allow you to browse our website, you will not however be able to place an application for any new car until the Government restrictions have been relaxed.

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 centre remain open, they also offer a mobile service. Call the Tyreline on 0330 123 1531 or for mobile appointments 0330 123 1533

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

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

We are currently experiencing staff shortages and have limited availability on our phone lines. Unless your call is extremely urgent, please do not call us at this time. 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 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.

 

 

 

Motability statement from 24th March 2020:

The latest Government announcements will have a major impact on the Scheme, with many dealerships now closing. We are doing all we can to keep you mobile, but expect that today will see the end of most dealer-based activity. This means that we do not expect dealers to process any further orders, or manage handovers, or car returns.

What this means for you

If you are coming to the end of your lease, we will automatically extend this for six months. There will be no need to contact us; and you will continue to be insured.

If you plan to leave the Scheme at the end of your lease, contact us so we can discuss arrangements.

At this time we are unable to process any further orders or new applications to the Scheme.

Your mobility

Non-essential service, maintenance and repairs are likely to be cancelled as dealers close, but the RAC will continue to offer an emergency breakdown service. RSA Motability (RSAM) will be able to handle claims, but please be prepared for longer calling times than usual.

Questions

We will update our Frequently Asked Questions on the website throughout the day, so please keep an eye on these as they may well provide an answer to your question. If you do call, bear with us if you experience longer waiting times due to the volumes.

We thank you for all your support at this difficult time, and will continue to do all we can to keep you and your family mobile.

 

 

Motability statement from 18th March 2020:

 

MOT’s, servicing and maintenance

What should I do if my MOT or service is due but I am self-isolating? 

If you are unable to drive your car to a dealership for a service or MOT, you have the following options:

  • Ask another driver to take your car. You can contact RSA Motability (RSAM) on 0300 037 3737 to if you need to add another driver to your policy. 
  • Contact the dealership, they made be able to assist by collecting and returning your vehicle to your home address
  • Book in or reschedule your MOT or service for after your isolation period

My tyres need changing but I am unable to get my car to a Kwik Fit centre, how can I get them changed?

If you are unable to get to a centre, please use the Kwik Fit mobile service by calling: 0330 123 1533.

Can I still get my windscreen repaired if I am unable to take my car to a garage?

Please contact Autoglass to arrange a repair by calling: 0300 037 9944. Autoglass are a mobile service so they will repair your windscreen at your home.

 

Named drivers

My only driver is self-isolating so I have no use of my vehicle, what can I do? 

You can contact RSAM on 0300 037 3737 to add another driver. The driver you wish to add will need to be with you when you call so they can add them straight away.

 

Approaching the end of your lease – picking up or handing back a vehicle

I am due to collect my new vehicle, but I am self-isolating, what should I do?

In these exceptional circumstances, if you are unable to attend your dealership to collect your new vehicle you can give consent to a family member or friend to collect the car and enter the PIN on your behalf. 

  • The family member or friend must be a named driver so they are insured to drive the car away. If you need to add them as a named driver please contact your dealership prior to the collection date to arrange this. 
  • When collecting the car they will need to take your PIN letter with them to the dealership, if they do not have the PIN letter then the dealer will call you to get your consent.

Alternatively, you can contact the supplying dealer to rearrange your collection. They will be able to move your collection date which will automatically extend your current lease.

My lease expires soon but I am self-isolating and cannot return my car to the dealership, what should I do?

If you are unable to hand back your vehicle, please contact our Customer Services team on 0300 456 4566 and we can apply a lease extension for you or arrange a home collection. 

Please note that your allowance will continue to be used to pay for the vehicle for the duration of the lease extension.

 

Delayed PIP reassessments

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.

 

Travelling abroad

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 us on 0300 456 4566 so we can apply a lease extension.

 

Scooter and powered wheelchair customers

My dealer is due to deliver my new scooter or powered wheelchair but I am self-isolating, what should I do?

Please contact your dealer to let them know, they will rearrange the delivery of your new product. If you need to lease extend your current product please contact us on 0300 456 4566

My dealer is due to collect my scooter or powered wheelchair but I am self-isolating, should I rearrange this?

Please contact your dealer, if you can leave your product somewhere safe and accessible, they may be able to continue with the collection. If they are unable to do the collection they can arrange a more suitable time.

What should I do if the service is due on my scooter or powered wheelchair but I am self-isolating? 

Please contact your dealer. They will be able to rearrange the service for after your isolation period. 

If you have been affected by COVID-19 and are concerned about using your vehicle, or you have a question which hasn’t been answered above, please call our Customer Services team on 0300 456 4566.