Frequently asked questions
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The driver must be with you when you contact us so they can give consent for the DVLA to check their details.
We need their full name, date of birth, driving licence number and date they passed their driving test. We also need full details of any endorsements, driving restrictions, motoring convictions, claims and driving bans or disqualifications within the last five years.
Drivers in England and Wales can find these details on the GOV.UK website (opens in new window). Drivers in Northern Ireland can find these details on the paper counterpart to their photo driving licence. We will only accept drivers who have a legally valid driving licence. Drivers with a non-UK driving licence will be subject to extra checks and conditions.
All proposed drivers will be subject to Motability's policies on who can drive your vehicle. They must also meet our eligibility rules. This is regardless of whether they're added at application or during your lease.
Please note, drivers on your policy are not automatically transferred over to a new vehicle. You will need to add them on to your new vehicle if you wish them to drive.
You can have up to three drivers at any one time on the policy. If you already have three drivers on your policy you will need remove one to add another.
The driver doesn’t need to be with you when you contact us unless we have told you that they need a licence check before we can add them again.
We need their full name and date of birth. If we have told you that they need a licence check then we would also need the date they passed their test and their licence number. We also need full details of any endorsements, driving restrictions, motoring convictions, claims and driving bans or disqualifications within the last five years.
Drivers in England and Wales can find these details on the GOV.UK website (opens in new window). Drivers in Northern Ireland can find these details on the paper counterpart to their photo driving licence. We will only accept drivers who have a legally valid driving licence. Drivers with a non-UK driving licence will be subject to extra checks and conditions.
All proposed drivers will be subject to Motability's policies on who can drive your vehicle. They must also meet our eligibility rules. This is regardless of whether they're added at application or during your lease.
Please note, drivers on your policy are not automatically transferred over to a new vehicle. You will need to add them on to your new vehicle if you wish them to drive.
You can have up to three drivers at any one time on the policy. If you already have three drivers on your policy you will need remove one to add another.
You can change the drivers shown on the Certificate of Motor Insurance by contacting us. You can change your drivers permanently, or on a temporary basis for up to 30 days at no extra cost. We have detailed the information we need in the questions above (How do I add a temporary or permanent driver?)
Please note: Only drivers listed as permitted drivers on your Certificate of Motor Insurance are covered to drive your Motability vehicle.
Your policy includes cover for up to three drivers at no extra cost. These can be yourself, friends, relatives or carers. All proposed drivers will be subject to Motability's policies on who can drive your vehicle. They must also meet our eligibility rules. This is regardless of whether they're added at application or during your lease.
We will only accept drivers who have a legally valid driving licence. If any driver has an issue with their driving licence, such as ongoing medical investigations, please contact us as soon as possible. Only drivers listed as permitted drivers on the Certificate of Motor Insurance are covered to drive your Motability vehicle.
Remember, the disabled person must use or have the benefit of the vehicle. This does not mean that they need to be in the vehicle for every journey. Other named drivers in the household can use the vehicle for shopping and other routine activities, if the disabled person will benefit.
No. Only drivers listed as permitted drivers on the Certificate of Motor Insurance are covered to drive your Motability vehicle. Drivers who are not named on the Certificate are not allowed to drive your vehicle. Even if they have fully comprehensive insurance which gives cover to drive other vehicles, they are not covered to drive your vehicle.
You may be held responsible for any loss or damage that occurs when someone not named on the policy is driving. Also, you may not be able to lease another vehicle through Motability.
You can learn to drive in the Motability vehicle provided you are:
- The disabled customer
- Shown as a permitted driver on the Certificate of Motor Insurance
- Accompanied by a driver aged 21 or over who has held a full valid licence for at least three years. Preferably a driver named on your Motability policy.
Other proposed drivers will be subject to certain restrictions. Any drivers with provisional licences must be 21 or over if you want them to drive your vehicle. You can only have one learner driver on your Certificate of Motor Insurance at any one time. If the driver is under 25 then further restrictions will also apply.
You are only allowed one named driver under 21 on your Insurance. This could be the disabled customer or another driver living at the same address. Unless they are the customer, drivers under 21 must hold a full driving licence.
Also, drivers under 25 are restricted to vehicles with an ABI Insurance Group 16 or lower and with a power output of 120 brake horsepower or less. You can contact us to check if the vehicle is suitable for young drivers. If you need to check the ABI or BHP, Motability Operations (opens in new window) will be able to tell you this.
You need to tell us as soon as a driver gets penalty points on their licence. We need to know the date of the offence, the conviction and conviction code, and the number of points. Failure to do so may be considered a breach of terms and conditions. We may reject any claim where there has been a failure to disclose a change in a permitted driver's details.
Anyone disqualified from driving for more than 30 days within the last five years is not allowed on the policy. They will only qualify when five years has passed from the date of conviction shown on their licence. We will also consider any motoring convictions, endorsements or fixed penalty notices incurred within the five years.
You should tell us about any changes to the details of the permitted drivers and their licences at once. Failure to do so could invalidate your insurance cover. If you are unsure whether you need to tell us about a change, you should contact us to discuss. Once you have told us of any change in risk we will confirm if cover can continue for the affected driver.
Your policy includes cover for up to three drivers. If you would like to add or change drivers, please contact us.
If you have several carers and need to change drivers regularly, it may be possible to have an Open policy. This could allow you to have multiple drivers on the insurance. Contact us for more details. We may need documentary evidence or copies of driving licences. All drivers must meet the Scheme's insurance eligibility rules throughout the life of the policy.
Your policy includes cover for up to three drivers, so it's worth checking if there's anyone else that can drive your vehicle before cancelling your agreement with Motability Operations. If you would like to add or change drivers, please contact us.
You can get a copy of your driving licence summary from the DVLA.
Here are the steps you need to follow:
1. Go to the DVLA website (opens in new window), select Start now
2. Enter your driving licence number from your photo card, your National Insurance number and your postcode
3. Tick the I agree box then select View now to see your personal details
4. Select Get your check code from the tab at the top of the page
5. Select Get a code. You will get an 8 digit, case sensitive code
6. Select Print or save a driving summary.
A new window will open with your licence information. Save this information and email it to us. You will need to include your name, policy number and contact telephone number.
Please note we do not accept check codes. You must print or save the information and send this into us.
Motability Operations own the lease vehicle, so you won't build up any personal No Claim Bonus. If you leave the Scheme, insurers may not accept any personal no claims history you had before joining. Some insurance companies may honour previous personal no claims history, but this is usually only for a period of up to two or three years.
We may be able to provide the policyholder with a claims history letter if they leave the Scheme. This shows any claims made by them along with the period they have had claims free driving. For all other drivers, we may be able to provide a secondary driver letter. This shows how long they have been named on the policy and any claims they have had. Many insurance companies will accept this as proof of your claim history. You can request a claims history letter by calling us on 0300 037 3737.
When you collect your new vehicle, the dealership will provide you with a cover note for 30 days. We will send you a full set of insurance documents 7 to 10 working days after you collect your vehicle. During the agreement, if you make a temporary change of permitted drivers, we will send you a new cover note.
If you make a permanent change of permitted drivers, or you update any details such as name or address, we will send you a full set of new documents. If we extend your lease (e.g. if your new vehicle isn’t ready on time), we will send your documents to cover this. These can sometimes arrive after you've collected your new vehicle, so make sure you check the registration number and lease dates to see which vehicle it refers to.
If you need replacement or duplicate documents, please contact us to request them.
You must tell us at once if a medical practitioner advises you not to drive. You must also inform us if the DVLA revokes your licence.
If there has been a change to your medical condition that doesn't affect your driving, you don't need to tell us.
You are only covered to drive the vehicle that Motability Operations provide you.
If your vehicle is being repaired by one of our recommended repairers, your policy allows the permitted driver(s) to drive any temporary replacement vehicle provided by, or on behalf of Motability Operations, such as a courtesy car.
You can use your vehicle for social, domestic and pleasure purposes. You can also travel between home and a permanent place of work. If you need to use the vehicle for any other purpose, please contact us to check if you're eligible to request cover for Business use. There is no cover for possessions relating to your employment.
Please note, Business use cover is only provided for the current agreement. It does not transfer on to your new vehicle. You should contact us to apply for it with each new contract.
If your new vehicle will not be ready at the end of your current lease, you should contact Motability Operations for advice (opens in new window). It may be possible to arrange a short extension to your lease until your new vehicle is ready for you to collect.
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 your vehicle needs any adaptations during your lease, make sure you contact us before you get these fitted to ensure your insurance covers them. Also, contact Motability Operations (opens in new window) to ensure they are aware of the changes to the vehicle.
Yes, you can. Speak to your dealer as they will be able to recommend a fitter and offer you advice on your vehicle's towing power. Also, contact Motability Operations (opens in new window) to ensure they are aware of the changes to the vehicle.
We will not cover the item being towed so you would need to arrange your own insurance cover for this.
If your licence was issued after 1 January 1997 you should contact the DVLA to ensure it covers you to tow a caravan. If not, you may need to take an additional test.
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.
Personal belongings are not covered under your policy for scooters and powered wheelchairs.
You'll need to arrange your own insurance for personal items such as coats, bags and walking sticks. One option may be to extend your household insurance cover.
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 don't need to store it at your home address when it's not in use. It is, however, a requirement of your policy that you secure it when left unattended. This includes secure overnight storage and communal buildings.
If you can't secure it in a building when it's left unattended, you should ensure that it's locked and secured to an immovable object by a padlock, chain or other suitable security device.
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 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.
Report the theft to the police at once. You should then contact us to register a claim to arrange replacements.
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 must be reported. Please contact us so we can assess the extent of damage. We will then let you know whether it needs repairing or not.
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.
Please note that we may in exception have to agree a higher excess with you for us to continue insurance. If you have had a higher number of claims on your policy, we will contact you direct to discuss the increase.
We will notify Motability Operations if they need any information about a claim. You do not need to tell them about it.