WAV stands for Wheelchair Accessible Vehicle. This means you can travel in the vehicle while seat in your wheelchair

Moving to Direct Line Motability (DLM)

From 1 September 2023, the insurance provider for the Motability Scheme has changed from RSA Motability (RSAM) to Direct Line Motability (DLM).

You should now have received your new DLM Insurance Cover Booklet by post or email, but if not, you can download a copy.

Illustration of three people with a scooter and a wheelchair

To make this transition as seamless as possible for you, there’s been no change to your level of cover and the main contact number, 0800 294 0790, has stayed the same.

You can now enjoy new digital insurance features through your Motability Scheme online account. This includes being able to check your policy details and easily raise an insurance claim without the need to call.

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To help you understand more about the move to DLM, we’ve answered some common questions below.

So you know, every Scheme customer has transferred from RSAM to DLM, so there’s no need to contact us to check.

Your insurance and DLM

Will I receive new insurance cover documents?

Yes, DLM will send you a new Insurance Cover Note and this should arrive by the end of September 2023.

A copy of your DLM documents will also be available in the DLM insurance portal, accessed through your Motability Scheme online account.

I got a new vehicle just before 1 September, will I get new documents?

Yes, we’ll send you a copy of the DLM Insurance Cover Booklet in the next few weeks by post or email.

DLM will also send you a new Insurance Cover Note, which should arrive by the end of September. 

Your breakdown cover has not changed. You should continue to call Autohome Assist on 0800 953 5000 if you break down or use your Motability Recovery smartphone app.

Claims before 1 September 2023

What if I need to claim for an incident that happened before 1 September 2023? 

You’ll need to report all incidents that happened before 1 September 2023 to RSAM. Report any incidents that happen after this date to DLM.

When you call 0800 294 0790 to report your claim, you’ll be directed to RSAM or DLM depending on when the incident happened.

Can I choose for DLM to manage my current insurance claim instead of RSAM? 

No, as DLM did not become the Scheme insurance provider until 1 September, any incidents before this date must be managed by RSAM as they provided the cover at the time of the incident.

An illustration of a person talking on a mobile phone

Have an ongoing claim?

If the incident happened before 1 September 2023, RSAM will continue to manage your claim. Please speak to your managing dealer for updates about an ongoing repair.

If you have an open complaint with RSAM

RSAM will continue to manage any open complaints. Please report any new complaints about RSAM raised after 1 September 2023 to RSAM instead of DLM.

Claims after 1 September 2023

Have my excess or premium amounts changed? 

No, these amounts have stayed the same with DLM.

Has my insurance claims history be transferred over to DLM?

Yes, DLM will have access to your insurance claims history so you do not need to tell them about this again.