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When a customer passes away

We understand that it may be difficult for you to call and let us know that someone has passed away, but it is important to contact us as soon as you can so that we can explain your options regarding the Motability Scheme vehicle.

If you are planning to use the Government’s ‘Tell Us Once’ service, you must let us know first so that we can ensure named drivers can continue using the vehicle until it is returned.

Contacting us

We generally ask that the next of kin contacts us to advise that a customer has passed away but we appreciate this isn’t always possible, so we can speak to somebody else on their behalf.

When you contact us, our advisors will take a few brief details and can then explain the next steps regarding the Motability Scheme vehicle and answer any questions you may have. You can reach us on 0300 456 4566 .

If you do not feel able to call us, you can contact us using our notification of customer passing away form and an advisor will be in touch within three days.

Using the vehicle

Once you have told us that a customer has passed away, any named drivers can keep using a car or Wheelchair Accessible Vehicle (WAV) for up to two weeks before handing it back to a dealer. You do not need to remove any adaptations before handing the vehicle back and can hand it back sooner if this is easier for you. If there are no other drivers on the policy, we can add a named driver so that you can return the vehicle to a dealer .

If the customer leased a powered wheelchair or scooter, this cannot be used and will need to be stored safely until it can be collected by the dealer.

However, if you have used the Government’s ‘Tell Us Once’ service before speaking to us you cannot continue to drive the car or WAV, so it is crucial that you speak to us before doing this.

Government’s ‘Tell Us Once’ service

The Government currently offers a ‘Tell Us Once’ service that informs most government organisations that someone has passed away without you having to speak to each agency individually. This includes the Department for Work and Pensions (DWP) and Driver and Vehicle Licencing Agency (DVLA).

When the DVLA is informed that a customer has passed away, the first thing they will do is stop the tax that is in place on the vehicle. If you use this service before speaking to us, it would mean the vehicle can’t be driven as it will no longer be taxed. We are also unable to re-tax in another name.

However, if you speak to us before using the ‘Tell Us Once’ service, we can make sure the tax remains in place so that you can continue using the vehicle without any issues. If you have already used the ‘Tell Us Once’ service but still need to use the vehicle, please contact us so that we can discuss your options.

If you are planning to speak to the DVLA directly without using the ‘Tell Us Once’ service, you should still speak to us before doing this as the DVLA will follow the same process and stop the tax once you have notified them.

Customer has an appointee

If the customer that has passed away has an appointee in place, the process is slightly different. The tax is registered in the name of the appointee and will therefore remain in place even if the ‘Tell Us Once’ service if used. The appointee will just need to arrange the return of the vehicle within two weeks of informing us that the customer has passed away.

Appointee passing away

If an appointee passes away, using ‘Tell Us Once’ or speaking to the DVLA before you speak to us will again lead to the vehicle tax being stopped. This is because the tax is in the name of the appointee rather than the customer.

If you are looking to choose a new appointee and continue the agreement, please speak to us so that we are aware of the situation, and then speak to the DWP who will process the change. This usually takes around six weeks but any named drivers can use the vehicle in the meantime. Once the new appointee has been confirmed by the DWP, we will send a few forms for the appointee to complete and return before updating this on the agreement.

Contacting the DWP

If you are not able to use the ‘Tell Us Once’ service or you choose not to, you will need to contact the DWP directly to inform them that the customer or appointee has passed away. You can find out more at dwp.gov.ukOpens in new window .

The ‘Tell Us Once’ service is also not available in Northern Ireland, so you will need to speak to the Department for Communities directly if the customer or appointee lives here. More information is available at communities-ni.gov.ukOpens in new window .