Everything you need to know about insurance on the Motability Scheme

On 1 September, Direct Line Motability (DLM) replaced RSA Motability (RSAM) as the insurer for the Motability Scheme.
Your policy, drivers, and claims history have all transferred seamlessly, with no changes to your coverage. Key contact numbers remain the same, but we know many customers have questions about this transition, so we’ve answered some of the most common ones here.

I’ve had an accident – who should I contact?
If the accident occurred after 1 September, please report it to DLM. For accidents before this date, contact RSAM, as they were your insurer at the time. Since both insurers are receiving high call volumes, if your vehicle is drivable and you’re reporting minor damage, it might be worth waiting a few weeks to call. We cannot expedite your call to RSAM or DLM.

For scooter or powered wheelchair leases, you can now report your claim online through your Motability Scheme account.

Do I need to report the accident to Motability too?
No, you only need to report your claim to RSAM or DLM; there’s no need to notify Motability.

My vehicle is undriveable – what should I do?
If your vehicle cannot be driven after an accident, call RAC at 0800 73 111 73, and they will take it to a DLM-approved repairer and arrange onward transport for you. For accidents before 1 September, RSAM will continue to manage your claim. For scooter or powered wheelchair leases, contact Motability Assist at 0800 953 5000.

How can I verify my drivers have transferred to the new policy?
All drivers from your RSAM policy are now on your DLM policy, so there’s no need to re-add them. To check who’s currently insured, log in to the DLM insurance portal through your Motability account. You can also manage drivers here, including adding temporary or permanent drivers or deactivating rather than deleting drivers, so you can easily re-add them later if needed.

Where can I find my policy documents?
You can download your Insurance Cover Booklet, Policy Schedule, and Certificate of Motor Insurance (for cars or WAVs) in the ‘Policy Summary’ section of the DLM portal in your Motability account. If your insurance certificate hasn’t arrived by mail yet, you can view, download, or print it online.

If you had an open or business policy with RSAM, it has automatically transferred to DLM, which you can confirm in your ‘Policy Summary.’

How can I check my details with DLM?
All policy details, including personal and vehicle information, are available in the DLM insurance portal. To update your details, like your address or contact info, go to ‘Change my details.’ Any updates will be saved automatically—no need to notify us separately.

Have my past claims transferred to DLM?
Yes, DLM now has all your previous claims on file, so you don’t need to re-submit this information.

Can I reach DLM online?
Yes, DLM’s Virtual Assistant can answer most questions. Access it from the ‘Policy Summary’ page in the portal or via the DLM website. If you need further assistance, you can connect to a DLM Live Chat advisor, available Monday to Friday, 9 am to 5 pm. You can also print a transcript of the conversation.

Do I need new login details for the DLM insurance portal?
No, simply sign in or create a Motability Scheme online account, then go to ‘Insurance’ in the main menu to access the DLM portal. If you don’t have an account, it only takes a few minutes to create one. You’ll need a few personal details, like your National Insurance number and date of birth, for verification. If you’re an appointee, enter your details along with the allowance recipient’s National Insurance number. Once set up, you can log in anytime with your email address and password.

Thinking of going electric? 

Over 60,000 customers are already leasing an EV through the Scheme. When you lease your first EV with us, we’ll ensure you have a way to charge it as part of your worry-free package. We will either:

• Arrange and cover the cost of a home ChargePoint with standard installation
• Or provide you with a subscription to the bp pulse network, which has over 9,000 public charging points.

Additionally, you’ll receive a Motability Go Charge card, designed exclusively for Motability Scheme customers. This card gives you access to more than 50,000 public charge points via a single card and app, making it easy to charge on the go.

Here are the electric Motability cars available at Sherwoods:

Fiat

• Fiat 500 Hatchback
• Fiat 500 Sports
• Fiat 600
• Abarth 500 Hatchback
• Abarth 500 Sports

Citroën

• Citroën C3
• Citroën Berlingo
• Citroën SpaceTourer

Peugeot

• Peugeot Rifter
• Peugeot 208
• Peugeot 2008
• Peugeot 3008
• Peugeot 5008
• Peugeot 308 Hatchback
• Peugeot 308 Estate
• Peugeot Traveller