Understanding Direct Line Motability Insurance

For many individuals in the UK who rely on mobility assistance, the Motability Scheme is an invaluable service, providing access to vehicles that enhance independence and quality of life. A crucial component of this scheme is the insurance cover, and in September 2023, a significant change occurred: Direct Line Motability (DLM) took over as the insurer for the Motability Scheme, replacing RSA Motability (RSAM). This transition was designed to be seamless, with all existing policies, driver information, and claims history transferring automatically. The level of cover provided remained unchanged, ensuring continuity of service for scheme members. This article aims to demystify DLM insurance, addressing common questions and providing clear guidance on how to manage your policy effectively.

What is Direct Line Motability (DLM)?

Direct Line Motability (DLM) is the dedicated insurance provider for the UK's Motability Scheme. Since September 2023, DLM has been responsible for insuring vehicles leased through the scheme. This means that if you lease a car, wheelchair accessible vehicle (WAV), or a scooter or powered wheelchair through Motability, your insurance is now handled by DLM. The transition from RSAM to DLM was a smooth process, with no disruption to existing policies or cover levels. DLM is part of the Direct Line Group, a well-established insurance provider in the UK, bringing its expertise and resources to support Motability Scheme users.

Reporting an Accident to DLM

In the unfortunate event of an accident, it is vital to report it promptly to DLM. You should not contact the organisation you are leasing the vehicle from or your dealership; all accident reporting for the Motability Scheme is now directed to DLM. The most efficient way to report an accident and register a claim is through your Motability Scheme online account. Once logged in, navigate to the 'Insurance' section, which will direct you to the DLM insurance portal. Here, you can initiate the claims process, typically under a 'Claims' tab. The portal is available 24/7, allowing you to log a claim at your convenience. Alternatively, you can contact DLM directly by phone. Their phonelines are open Monday to Friday from 8 am to 7 pm, and on Saturdays from 8 am to 4 pm. If you need to report an incident outside of these hours, you should do so as soon as the lines reopen. It is crucial to fully cooperate with DLM during the claims process, as failure to do so could jeopardise your claim and potentially lead to disqualification from leasing a Scheme vehicle in the future. For those who lease a scooter or powered wheelchair, claims can be reported online via their Motability Scheme online account or by contacting Motability Assist, provided by Autohome, on 0800 953 5000.

Checking Your Drivers and Policy Documents

Managing who is insured to drive your Motability vehicle is straightforward with DLM. The quickest and most convenient method is to use the DLM insurance portal, accessible through your Motability Scheme online account. Within the portal, you can view your current list of drivers, add new drivers (both temporary and permanent), and remove existing drivers. A useful feature is the ability to 'deactivate' a driver rather than delete them. This means their details are saved, making it easier to re-add them in the future without having to re-enter all their information. Short video tutorials are available to guide you through these processes, covering how to add, deactivate, and re-add drivers. Similarly, all your essential policy documents, including the Insurance Cover Booklet, Policy Schedule, and Certificate of Motor Insurance (for car and WAV leases), can be downloaded from the DLM insurance portal. These are located in the 'Policy Summary' section of your online account. All insurance certificates are available electronically, so you can easily download or print them as needed. If you previously held an open insurance policy or a business policy with RSAM, these have also been automatically transferred to DLM and can be accessed in the 'Policy Summary' section.

Updating Your Details and Checking Claims History

Keeping your personal and vehicle details up-to-date is essential for your insurance policy. DLM allows you to manage all your policy information through the DLM insurance portal. This includes your personal details, such as your address and contact information, as well as details about your vehicle and cover. To update your personal details, simply navigate to the 'Change my details' section within the portal. Any changes you make here will automatically update DLM's records, so you do not need to inform them separately. Your previous claims history is also accessible via the DLM insurance portal, providing a comprehensive overview of any past incidents. This centralised access ensures that you have all your insurance information readily available in one place.

Contacting DLM and Online Support

DLM offers a range of options for support and to answer your queries. For many common questions, the DLM Virtual Assistant is an excellent resource. You can access this tool from the 'Policy Summary' page within the insurance portal or directly from the DLM website. The Virtual Assistant is designed to provide instant answers to a wide array of queries. If the Virtual Assistant cannot resolve your question, you have the option to connect to a DLM Live Chat advisor. Live Chat is available Monday to Friday, between 9 am and 5 pm, offering real-time assistance. You can also print a transcript of your conversation for your records. Crucially, you do not need separate login details to access the DLM insurance portal. Once you have signed in or created your Motability Scheme online account, simply select 'Insurance' from the main menu, and you will be automatically signed into the DLM portal. If you do not yet have a Motability Scheme online account, creating one is a quick process. You will need to provide a few personal details, such as your National Insurance number and date of birth, to verify your identity. For appointees, both your details and those of the allowance recipient will be required. Once your account is set up, you can log in anytime using your email address and password.

Understanding Your Cover

Direct Line Motability aims to make insurance as simple and straightforward as possible for Motability Scheme users. Your cover with DLM is designed to be comprehensive and easy to understand, allowing you to focus on enjoying the benefits of your leased vehicle. Whether you need to check specific details of your policy, change drivers, or understand your coverage, your Motability Scheme online account and direct contact with DLM are your primary resources. The scheme's online account is a powerful tool for managing your lease flexibly and staying organised, encompassing insurance details and much more. Remember, clarity and ease of access are key to managing your Motability Scheme insurance effectively, and DLM is committed to providing this.

Key Information Summary

Frequently Asked Questions

Is Direct Line a car insurance company?

Yes, Direct Line is a well-known car insurance company in the UK. Direct Line's car insurance policies are underwritten by U K Insurance Limited. They offer various types of car insurance, including fully comprehensive and third party, fire & theft cover.

Do I need to tell Direct Line Motability about an accident if I've already reported it elsewhere?

No, you only need to report an accident to DLM. You do not need to contact Direct Line separately to inform them about the claim. All reporting for the Motability Scheme is handled by DLM.

How do I get my insurance documents?

You can download all your insurance documents, including your Certificate of Motor Insurance, Policy Schedule, and Insurance Cover Booklet, from the DLM insurance portal. Access this portal through your Motability Scheme online account by going to the 'Policy Summary' section.

Can I add a new driver to my policy online?

Yes, you can add new drivers, both temporary and permanent, through the DLM insurance portal, which is accessible via your Motability Scheme online account. You can also remove or 'deactivate' existing drivers here.

What happens if my vehicle is undriveable after an accident?

If your vehicle is undriveable after an accident, you should contact the RAC on 0800 73 111 73. They will arrange for your vehicle to be taken to a DLM-approved repairer and provide you with onward transportation.

Do I need a separate login for the DLM insurance portal?

No, you do not need separate login details. You access the DLM insurance portal directly through your existing Motability Scheme online account. Once logged into your scheme account, simply navigate to the 'Insurance' section.

Who underwrites Direct Line car insurance?

Direct Line's car insurance policies are underwritten by U K Insurance Limited.

This article was reviewed and fact-checked by our in-house experts in March 2025.