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Motability FAQs

Motorpark News

Updated as of 14/05/2020. For the latest FAQs, visit the Motability website >>

The COVID-19 pandemic is an unprecedented time for many of us. Please be reassured that the Motability Scheme will support you where possible to help you remain mobile during this time.

Below are the answers to some of the most frequently asked questions surrounding the Motability Scheme during this time.

If you still need help, our digital team are on hand to help you from 8am – 8pm Monday to Friday. Please click here for further details >>


  • I placed an application before lockdown. When will the handover of my car go ahead?

Handovers of cars that have arrived at our branches and are ready for us to pass on to customers have resumed. When your car is ready to be handed over, we will be in touch with you to make an appointment. We expect that delivery of these pre-ordered cars will continue throughout June and into July.

For vehicles already ordered before lockdown, the price you agreed with your dealer will be the price you pay when the car is able to be handed over.

  • I am an existing customer. When can I place an application for my next car?

If you are in the final three months of your lease or have had your lease extended due to COVID-19, you can now place an order.

  • I was in the process of choosing my first car on the Scheme but had not yet placed an application. Can I still go ahead?

We’re pleased to announce that we will be able to take applications from customers looking to join the Scheme from 1 July 2020. 

  • With less traffic on the roads as a result of the lockdown, will I be eligible for a refund from my Scheme insurance?

Yes, as lockdown has led to fewer drivers on the road, the Scheme is seeing a lower level of claims, enabling it to share this saving with customers. As a result, Motability are in the process of sending an insurance-based refund of £50 to all customers. You do not need to do anything; this will automatically be issued.

  • I have a Motability Scheme car. How can I get help if I’m in temporary financial need owing to the COVID-19 situation?

Motability Scheme customers who are experiencing temporary and exceptional financial need in relation to COVID-19 can access an advance of the £600 Good Condition Bonus (GCB) usually paid at the end of a lease. This GCB payment can be brought forward to provide support during the COVID-19 lockdown, ensuring that customers in need have access to money during a period when they may need it most.

To enable Motability to deal with requests quickly, please complete this online form to request a call back from a member of their Customer Services team.  Alternatively, you can call them on 0300 020 5050.

  • My lease expires in the next three months. What will happen if I can’t place an application for a new car?

Six-month extensions have been automatically applied to allow the Scheme to focus on continued mobility for customers. There is no need to do anything, as your lease will be automatically extended and you will receive a Certificate of Motor Insurance or a temporary cover note from RSA Motability (RSAM) covering this six-month period.

  • I do not want to place a renewal application. How do I hand my car back?

If you plan to leave the Scheme at the end of your lease, contact us here so we can discuss arrangements.

  • My lease has been automatically extended for six months. What will happen with my Good Condition Bonus?

Where customers have had leases automatically extended, Motability are paying the Good Condition Bonus (GCB) on the original lease end date for your car. 

There is an option for some customers to receive their GCB by bank transfer. Customers who are eligible will be contacted as they approach the original end of contract date with more information on what they need to do to receive the GCB this way. You can of course still opt to receive the payment by cheque, although your cheque may take a little longer to arrive than usual.

If you request an early payment of your GCB during the lease, you will not be entitled to this payment again.

  • What will happen with Advance Payments?

If you have already placed an application, the price you agreed with us will be the price you pay when the car is able to be delivered.

  • My usual driver is not able to drive me at the moment. Can I add a new driver?

Your lease includes insurance for up to three named drivers; these can be family, friends or carers. If you urgently need to add a new driver, please call RSAM on 0300 037 3737. The driver you wish to add will need to be with you when you call, so RSAM can check their details and add them to the insurance straight away.

  • Are Motability’s partner services open to help if I need them?

The RAC are on hand to help if you have a breakdown and need emergency help. Please call 0800 73 111 73RSA Motability are working remotely to help with any urgent insurance queries. Please call 0300 037 3737.

  • The MOT is due on my car, what should I do?

The Government have announced that any MOT’s due to expire after Monday 30 March will have an automatic six-month extension, so once we have reopened, we will contact you to book this in. If your MOT expired before this date, you should arrange to book it in with us.

  • My service is due, or my car requires repairs. What happens now?

Our service departments in Plasmarl, Garngoch, Neath and Haverfordwest are open. You can either book online here or call us on 01792 222111 to book an appointment.

  • I am in a hire car at the moment, how do I collect my Scheme car?

For the time being you will need to remain in the hire car that has been provided for you. When we are able to safely operate and complete scheduled repair work, we should be able to reunite you with your Scheme car.

  • What do I do if the customer unfortunately passes away during this time?

Should a customer pass away during their lease, a family member should contact Motability as soon as possible. The quickest and easiest way to do this is by filling out the Notification of a customer passing away form. Alternatively, you can phone 0300 456 4566. They will then advise you of the next steps you need to take which usually means arrangements will be made for the car to be collected.

  • I was due to be reassessed for my allowance but the DWP have suspended my assessment for 3 months. Can I stay in my current vehicle?

If your lease is due to end before your reassessment, please contact Motability on 0300 456 4566 so they can apply a lease extension for you. The Department for Work and Pensions (DWP) have confirmed that they will continue to pay allowances where they have had to delay assessments.

  • I am abroad with my Motability Scheme vehicle, but I cannot get back due to the Coronavirus. What can I do?

If your lease is due to expire, a lease extension will be applied. However, if you are unable to return to the UK, please contact Motability on 0300 456 4566.

  • My question hasn’t been answered. How can I contact you?

If you still need help, our digital team are on hand to help you from 8am – 8pm Monday to Friday. Please click here for further details >>

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