FAQs
Search for Frequently Asked Questions by category or enter your query in the search bar.
Eligibility
Am I eligible?
Am I eligible to join the Motability Scheme?
Who qualifies for the Higher Rate Mobility Component?
What is the Higher Rate Mobility Component?
What is the War Pensioners' Mobility Supplement?
Can I join the Motability Scheme if I receive Armed Forces Independence Payment?
What is the Armed Forces Independence Payment?
Can any other allowance be used with the Motability Scheme?
What age can I first receive the mobility allowance?
If I'm over 65, can I still join the Motability Scheme?
I have less than 12 months' allowance, can I still apply for a Motability car?
Can one household have two customers who are both on the Motability Scheme?
I've only got a provisional licence, can I join the Motability Scheme?
Personal Independence Payment (PIP)
Is Personal Independence Payment (PIP) replacing Disability Living Allowance (DLA)?
Who is affected by the rollout of Personal Independence Payment (PIP)?
How will I know when I need to make a claim for Personal Independence Payment (PIP)?
What are the timescales for Personal Independence (PIP) reassessments?
Joining the Scheme
How the Scheme works
What does the Motability Scheme lease package include?
When will the first lease payment be taken?
Can I get a car AND a scooter or powered wheelchair?
Do I have to be in the car when it is being used?
How many miles am I allowed to do?
Does the product have to be kept at my address?
What's available
Are there any electric vehicles on the Motability Scheme?
Are there any 'green' cars available on the Motability Scheme?
Are vehicles available with lumbar support?
The car or WAV I want is not on the price list?
What sizes of WAV are available?
What Nearly New WAVs are available?
Do I need a scooter or do I need a powered wheelchair?
What types of scooter are available?
What are standard powered wheelchairs?
What are custom-built powered wheelchairs?
What are small or boot scooters?
What are medium or midrange scooters?
What are large or road legal scooters?
Are used scooters available on the Motability Scheme?
Can I get a scooter or powered wheelchair that is not on the price list?
What is the weatherproof storage cover available for my product?
What automatic cars are available on the Motability Scheme?
Prices and payment
Can I get a car through Hire Purchase?
How much does leasing through the Motability Scheme cost?
How do Motability Operations collect the payments?
Why do some cars have an Advance Payment?
Why do WAVs have higher advance payments than standard cars?
Do I get the Advance Payment back?
What cars are available at nil Advance Payment?
Finding a dealer or supplier
Ordering a car or WAV
How do I apply to the Motability Scheme to lease a vehicle?
How do I find the most suitable car?
How can I check the dimensions of a vehicle to make sure it suits my needs?
What colours can I order a car in?
What is the average miles per gallon (MPG) for a vehicle?
Can I smoke in the Motability Scheme car?
What can I expect from a Nearly New WAV?
Where can I find out more about Wheelchair Accessible Vehicles?
What is a Statement of Responsibilities and Suitability Confirmation form?
What is a Motability Suitability Questionnaire?
What is the Driver Fair Processing Declaration?
Will I get any confirmation of my application?
Can I change my mind after I have made a car application?
Ordering a powered wheelchair or scooter
Insurance
What's covered
Am I covered for damage to the interior of the car?
What if the car is damaged by a mobility aid?
Am I covered for personal belongings stolen from my car?
Does my scooter or powered wheelchair insurance cover theft or damage to personal belongings?
Am I insured to drive other cars?
Are there any limits to the Insurance Groups of a car I can apply for?
Can I use my Motability Scheme car for business?
Are insurance products, such as home, travel or pet insurance, available through Motability?
Claims
How do I make an insurance claim?
Do I need to notify Motability Operations of my claim?
I've been involved in an accident, what should I do?
What excess do I have to pay if I have an accident?
My car has been stolen, what should I do?
I have got some minor damage to my car, do I have to set up a claim?
When will my car go in for repairs?
After how many days does the Customer qualify for loss of use payments?
What if I am injured in an accident?
What if my passengers are injured in an accident?
Why won't I receive a 'no claims' bonus at the end of my lease?
Named drivers
Who can I put on the insurance?
Can someone else drive for me?
Can I change my nominated drivers?
I have a number of carers, can they all drive the car?
What information do I need to give to add a driver?
Can people not named on my insurance drive my car?
Does it matter if a driver has points on their licence?
My proposed driver has been disqualified in the past, can they be put on the policy?
What happens if my named driver can no longer drive?
What restrictions are there for young drivers coming onto the Scheme?
About your product
Servicing, maintenance and repairs
How often does my car need servicing?
What happens if my vehicle needs repairs?
What should I do if my car isn't running properly?
What can I do if the vehicle is not getting the advertised mpg?
Why does my car not have a spare wheel?
Who should I speak to about my WAV?
Where should I get my WAV serviced?
My adaptation doesn’t seem to be working correctly. Who should I speak to?
Adaptations & modifications
What adaptations are available on the Motability Scheme?
Am I able to get more than one adaptation fitted to my vehicle?
Who pays for the adaptations to be fitted?
Can I get financial assistance towards adaptations?
Are adaptations covered by my insurance policy?
Can I add adaptations during the lease agreement?
Can I get adaptations without involving my dealer?
Can I transfer an adaptation from my old car?
Personalised number plates
Windscreens and windows
About your lease
Stopped Allowance
Change in circumstances
Changing or ending your agreement
Can I cancel my car lease agreement?
My current car is too small, can I cancel my lease agreement or change cars?
What happens if I am finding it too expensive to run a car?
What happens if I want to change my current car?
I do not use my car anymore, can I hand it back early?
What happens if I feel I am not getting benefit from the car?
Travelling abroad
Can I take my Motability car on holiday with me?
Can I take my Motability scooter or powered wheelchair on holiday abroad?
What countries can I take my car on holiday to?
Am I covered for breakdown when I'm abroad?
What if I'm travelling to Ireland?
What if I need repairs while abroad or on holiday?
End of your lease
When will my car lease agreement end?
I like my current Scheme car and it is still suitable - am I able to keep it?
What options do I have at the end of my car lease agreement?
When will my scooter or powered wheelchair lease agreement end?
I have a WAV, what do I do at the end of my contract?
When can I apply for financial help on my new lease?
What about my next car on the Motability Scheme?
Can I get my new car from a different dealer?
I'm getting another car, where should I hand my current car back?
I'm not getting another car, where should I hand my current car back?
What happens to my car after I hand it back?
Is there an inspection at the end of my car lease?
Should I repair all marks on my car before handing it back?
What is the Good Condition Bonus?
My new car will not be ready until after the end of my contract, what can I do?
Contacting us
Updating your details
Websites and social media
Web chat
About Online Account
What is the Motability Scheme online account?
How do I create a Motability Scheme online account?
Who can create a Motability Scheme online account?
How do you issue payments and refunds?
How do I add my bank details to my Motability Scheme online account?
How do I remove or alter my bank details from my Motability Scheme online account?