Frequently asked questions and customer account help
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Choose from the topics below to find answers to our most commonly asked questions.
This page is information for RSA Motability customers that have questions relating to a claim or damage that has happened on or before 31 August 2023.
Customers requiring assistance on or after 1 September 2023 will need to visit the Motability website.
Personal belongings are not covered under the policy, this includes satellite navigation or stereos not fitted as standard. If you wish to cover such items, you will need to arrange your own insurance cover for personal belongings. This will be on your home insurance policy (personal possessions).
Your policy does not cover loss or damage to trim or upholstery in the vehicle, unless it's as a result of an accident which requires bodywork or mechanical repairs.
Your insurance covers any adaptations fitted through the Motability Managed Adaptations Programme at the beginning of your lease.
If you are out and about, Motability Assist breakdown support are available 24-hours a day on 0800 953 5000. Please note that Breakdown support is not available outside of the UK.
If you are at home and your scooter breaks down, you should call your dealer. They will be able to provide support.
You can take your scooter or powered wheelchair abroad within the European Union, free of charge for up to 30 days, in any 12-month period. Cover for legal expenses and breakdown are not available while abroad. If you are travelling for more than 30 days, you will need to make your own arrangements to ensure that you are covered.
You should register a claim at once (even if there has been no damage). We will let you know if the vehicle needs repairing and where to take it, or if any further action is needed.
If you are unable to drive your vehicle as a result of an accident, contact RAC Motability Assist for roadside support on 0800 731 1173. For powered wheelchair and scooter customers, please call Motability Assist on 0800 953 5000.
Check how to make a claim for a car or Wheelchair Accessible vehicle accident.
Check how to make a claim for a scooter or powered wheelchair accident.
Please go to the Motability website.
Please contact us to discuss. If the accident was not your fault, we will explain that you have legal expenses cover and instruct a solicitor on your behalf (at no cost to yourself) to deal with an injury claim for compensation.
Despite fault, your passengers have a right to legal expenses cover under your policy. They should contact us to arrange for legal expenses cover. We will then appoint a solicitor to recover any compensation on their behalf.
Report the theft to the police at once. Give them as much detail as possible and remember to get a crime reference. You should then contact us to register a claim and we will let you know what to do next.
For keys stolen on or before 31 August 2023, you must report the theft to the policy at once.
For keys stolen on or after 1 September 2023, please go to the Motability website.
If you notice any damage to your windscreen, please call Glassline on 0300 037 9944. They can offer you advice and, if necessary, arrange for an Autoglass technician to visit you. You will need to tell them you are a Motability Customer and present your Certificate of Motor Insurance.
Any damage to your vehicle on or before 31 August 2023, must be reported to us. Please contact us so we can assess the extent of damage. We will then let you know whether it needs repairing or not.
For damage to your vehicle that happened on or after 1 September 2023, please go to the Motability website.
If you have been in an accident or your vehicle has been damaged or stolen, you can make a claim online (opens in new window) or contact us.
The excess will vary depending on the age of the driver at the time of the incident. You can find details in your lease terms and conditions and your policy schedule or you can contact us for confirmation of the amount.
We will notify Motability Operations if they need any information about a claim that is dated 31 August 2023 or prior. You will not need to tell them or the current Motability Scheme insurer about it, we will share this.
I can’t find the contact details for the repairer (garage) that has my vehicle.
If your vehicle is with the Motor Repair Network (MRN), you can contact them on 0300 303 0252
For vehicles assigned to repairers on or before 31 August 2023, please click on the arrow below.
For vehicles assigned to repairers on or after 1 September 2023, please go to the Motability website.
Opening Hours
Monday to Friday: 8am to 8pm
Saturday: 8am to 4pm
Sunday and Bank Holidays: Closed
If your vehicle is with Fix Autos, you can contact them on 01625 417740
Opening Hours
Monday to Friday: 8am to 8pm
Saturday: 8am to 4pm
Sunday and Bank Holidays: Closed
If you're not a customer or Scheme Partner
Please go to the Motability website.