Make a car or Wheelchair Accessible Vehicle claim

Your excess (the amount payable by you in the event of a claim) will vary depending on the age of the driver at the time of the incident:

Details are given in your agreement and in your insurance policy document. If your vehicle needs to be repaired you must pay the excess for each individual incident before the repair starts.

A £50 excess applies to replace your windscreen. In most cases you will be expected to pay the excess before your windscreen is replaced. If your windscreen just needs repairing then you won't need to pay an excess.

Please note that we may in exception have to agree a higher excess with you for us to continue insurance. For example, if you have had a higher number of claims on your policy, we will contact you direct to discuss the increase.

When you register your claim one of our repairers will contact you to carry out the repairs to your vehicle. They can supply you with a courtesy car to keep you mobile for the duration of your repairs.

In some cases it may be possible to provide you with an alternative. We will look at your mobility solutions as the option may not always be a replacement vehicle.

If you have an adapted vehicle, we can help find a suitable mobility solution so please get in touch.

On average, our courtesy cars are standard 5 door class B size vehicles such as a Ford Fiesta or Vauxhall Corsa. If you feel the vehicle is not suitable, we can look at possible alternative solutions.

Our repairer will not provide a courtesy car if:

• Your vehicle is a write-off, or stolen and not recovered
• You take your vehicle to a repairer of your own choice rather than one of our priority repairers.

There’s no need to get any estimates as we have a network of repairers across the UK who’ll repair your vehicle once your claim is registered. They will collect your vehicle and provide you with a courtesy car for the duration of your repairs.

Repairs completed by our approved network come with a guarantee for the life of your policy and the repairer will keep you up to date with progress throughout.

If your car suffers damage following an accident, it can make it un-roadworthy. This could mean the car is unsafe to drive and would put you and your passengers at risk if you continue to drive it. We would suggest getting the car inspected at one of our recommended repairers as soon as you can.

Check our vehicle damage guide (PDF) to see what type of damage would make your car unsafe to drive and what would be ok.

We would expect that three years of motoring would result in some light scuffing, scratching or stone chipping to your car, particularly on the bodywork, wheels, interior trim and luggage areas.

Damage caused by wheelchairs, callipers, crutches or walking sticks would also be classed as fair wear and tear and we would not expect it to be repaired.

More serious damage, however, would not meet Motability’s standards. This includes:

• Severe cracks on bumpers and mirror housings
• Irreparable damage such as burns or tears to the interior
• wheels that are buckled, bent or cracked due to impact damage

If a vehicle is handed back with damage, Motability may look to you to cover the costs of repair. If you are in any doubt about the level of repair required, please contact us and we will confirm what actions to take.

We don’t offer a No Claim Bonus. However, we can provide a claims history letter either for the policyholder or the main driver on the policy. We can also provide any secondary drivers with a secondary driver letter.