Motability Scheme: Your Guide to the Insurer Change

Understanding the Motability Scheme Insurer Transition

The Motability Scheme is a vital service for many, providing access to vehicles, scooters, and powered wheelchairs for those with higher rate mobility allowances. On 1 September, a significant change occurred: Direct Line Motability (DLM) took over as the insurer for the Scheme, replacing RSA Motability (RSAM). This transition has been designed to be as seamless as possible for all existing customers. Your policy, including all drivers and your claims history, has been automatically transferred to DLM with no changes to your current coverage. While key contact numbers remain the same, it's understandable that many customers will have questions about this update. This article aims to address the most frequently asked questions to ensure you feel informed and confident during this period.

What to Do After an Accident: A Clearer Path

Accidents can be stressful, and knowing who to contact is crucial. The process for reporting an accident now depends on when it occurred.

• Accidents on or after 1 September: You must report these incidents to DLM.
• Accidents before 1 September: For any incidents that happened before this date, you will still need to contact RSAM, as they were your insurer at the time.

It's important to note that both insurers are currently experiencing high call volumes. If your vehicle is still drivable and you are reporting minor damage, you might consider waiting a few weeks before calling to reduce your waiting time. Unfortunately, neither RSAM nor DLM can expedite your call.

For those leasing scooters or powered wheelchairs, the process for reporting claims has been streamlined. You can now report your claim online directly through your Motability Scheme account. This offers a convenient alternative to calling.

Do I Need to Inform Motability Directly?

A common point of confusion is whether to notify Motability itself about an accident. The answer is straightforward: No, you only need to report your claim to the relevant insurer, either DLM or RSAM, depending on the date of the incident. Motability does not need to be informed separately about your accident claims.

My Vehicle is Undriveable: What's the Next Step?

If an accident leaves your vehicle undriveable, prompt action is needed.

• For accidents on or after 1 September: Please call RAC at 0800 73 111 73. The RAC will arrange for your vehicle to be taken to a DLM-approved repairer and will also organise onward transportation for you, ensuring you are not stranded.
• For accidents before 1 September: RSAM will continue to manage your claim and will handle the necessary arrangements.
• For scooter or powered wheelchair leases: In the event of an undriveable vehicle, contact Motability Assist at 0800 953 5000. They will provide the necessary support and arrangements.

Verifying Your Drivers on the New Policy

A key concern for many is ensuring all authorised drivers are correctly listed on the new policy. The good news is that all drivers previously listed on your RSAM policy have been automatically transferred to your new DLM policy. There is no need to re-add them.

To verify who is currently insured on your policy, you can log in to the DLM insurance portal. This portal is accessible through your Motability account. Within the portal, you can also manage your drivers. This includes the ability to add temporary or permanent drivers, or to deactivate drivers instead of deleting them. Deactivating allows you to easily re-add them later if circumstances change, without the need for a new application process.

Accessing Your Policy Documents

Having your policy documents readily available is essential. Your Insurance Cover Booklet, Policy Schedule, and Certificate of Motor Insurance (for cars or WAVs) can all be downloaded from the ‘Policy Summary’ section of the DLM portal within your Motability account.

If your insurance certificate has not yet arrived by mail, you can conveniently view, download, or print it online through the same portal. For those who had an open or business policy with RSAM, this has also been automatically transferred to DLM, and you can confirm this within your ‘Policy Summary’ section.

Checking and Updating Your Details with DLM

Keeping your personal and vehicle information up-to-date is vital. All your policy details, including personal information and vehicle specifics, are available for review within the DLM insurance portal. To make any changes, such as updating your address or contact information, navigate to the ‘Change my details’ section. Importantly, any updates you make here are saved automatically, meaning you don't need to notify DLM separately after making the changes online.

Past Claims: Seamless Transfer

You'll be pleased to know that DLM now holds all your previous claims history. This means you do not need to re-submit any information regarding past accidents or claims; it has all been transferred seamlessly as part of the insurer transition.

Reaching DLM: Online and Live Support

DLM offers several ways to get assistance and find answers to your questions. Their Virtual Assistant is a comprehensive tool that can answer most queries. You can access this directly from the ‘Policy Summary’ page within the DLM portal or via the DLM website.

If you require more specific help or need to speak with a person, DLM offers a Live Chat service. This is available Monday to Friday, between 9 am and 5 pm. The Live Chat allows you to connect with an advisor, and you even have the option to print a transcript of your conversation for your records.

Logging In to the DLM Insurance Portal

You do not need new login details specifically for the DLM insurance portal. The process is integrated with your existing Motability Scheme online account. Simply sign in to your Motability account, or create one if you haven't already, which only takes a few minutes. Once logged in, navigate to the ‘Insurance’ section in the main menu to access the DLM portal.

To create a Motability Scheme account, you will need a few personal details for verification, such as your National Insurance number and date of birth. If you are an appointee managing the account for someone else, you will need to enter your details along with the allowance recipient’s National Insurance number. Once your account is set up, you can log in anytime using your registered email address and password.

Embracing Electric Vehicles with the Motability Scheme

The Motability Scheme is also at the forefront of promoting electric vehicle (EV) adoption. Over 60,000 customers are already enjoying the benefits of leasing an EV through the Scheme. If you're considering making the switch to electric for your first Motability vehicle, the Scheme ensures you have a convenient and cost-effective way to charge it as part of your comprehensive package.

When you lease your first EV, Motability will either:

• Arrange and cover the cost of a home ChargePoint installation: This includes standard installation, ensuring you have a dedicated charging solution at home.
• Provide a subscription to the bp pulse network: This gives you access to over 9,000 public charging points, offering flexibility for charging on the go.

Additionally, you will receive a Motability Go Charge card. This card is specifically designed for Motability Scheme customers and grants access to more than 50,000 public charge points across the UK, all managed through a single card and app. This simplifies the charging process significantly, making EV ownership more accessible and user-friendly.

Electric Motability Cars Available

For those interested in exploring electric options, several manufacturers offer models through the Motability Scheme. Here are a few examples of electric Motability cars that may be available:

It is always recommended to check the latest Motability Scheme price list for the most up-to-date information on available models and their specific leasing arrangements.

Frequently Asked Questions (FAQs)

Q1: Do I need a bank account to join the Motability Scheme?

While you don't necessarily need a bank account to *join* the Motability Scheme itself, you will need to be in receipt of the higher rate mobility allowance (such as the enhanced rate mobility component of Personal Independence Payment or the War Pension Mobility Supplement). Many transactions and payments related to the scheme may involve banking, but it's not a prerequisite for initial eligibility.

Q2: What if I have an accident in a car I borrowed?

The insurance provided through the Motability Scheme typically covers the named drivers on the policy. If you borrow a car that is not part of the Scheme and not insured under your Motability policy, you will need to ensure that vehicle has its own valid insurance. The Motability insurance does not extend to vehicles not leased through the Scheme.

Q3: Can I still use RSAM if I had an accident before September?

Yes, if your accident occurred before 1 September, you should still contact RSAM as they were your insurer at that time. They will manage your claim accordingly.

Q4: How do I add a new driver to my policy?

You can add new drivers through the DLM insurance portal, accessible via your Motability account. Log in, go to the ‘Policy Summary’, and look for the option to manage drivers. You can add temporary or permanent drivers there.

Q5: What happens to my existing Motability Scheme lease when DLM takes over?

Your existing lease agreement and the terms of your vehicle lease remain unchanged. The transition only affects the insurance provider. You will continue to lease your vehicle under the same terms and conditions as before.

This transition to DLM marks a new chapter for the Motability Scheme's insurance services. By understanding these changes and knowing where to find information, customers can navigate this period with ease and continue to benefit from the Scheme's valuable support.

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