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Faults and damage

If your car is damaged, please contact RSA Motability (RSAM) on 0300 037 3737 for advice on whether you need to get it repaired. If the damage if minor and caused by normal wear and tear, you may not need to claim for a repair, saving you time and money. Tyre, window and windscreen repair is included in your worry-free lease package.

What is normal wear and tear?

We would expect that three years of motoring would result in some light scuffing, scratching or stone chipping to your car, particularly on the bodywork, wheels, interior trim and luggage areas.

Damage caused by wheelchairs, callipers, crutches or walking sticks would also be classed as fair wear and tear and we would not expect it to be repaired. More serious damage, however, would not meet our standards. This includes:

  • Deep dents and scratches on bodywork that go through to the metal
  • Severe cracks on bumpers and mirror housings
  • Irreparable damage such as burns or tears to the interior
  • Heavy gouges to alloy wheels or plastic trim.

If a car is handed back with damage, we may look to you to cover the costs of repair. If you are in any doubt about the level of repair required, please contact RSAM on 0300 037 3737 and they will confirm what action to take.

Minor damage

If you choose to have minor damage repaired, you can make a claim through RSAM. You will need to pay an excess amount. The excess varies depending on the age of the driver. Details are given in your agreement and in your insurance policy document. Please do not attempt to repair the damage yourself. Even using pens or aerosols for ‘touching up’ can damage the paintwork and is probably unnecessary.

Mechanical faults

If your car is not running properly, contact your Motability Scheme dealer to book the car in for an inspection.

WAV mechanical repairs

If you have mechanical problems with any aspect of your WAV's conversion, such as the wheelchair tie downs or winch, you will need to contact your WAV supplier. If the issue is with the base of the vehicle, such as the engine or gearbox, you should contact your managing dealer.

Recurring problems

If the mechanical problem returns and your converter or dealer has not been able to help, please contact our Customer Services team on 0300 456 4566. We will always try our best to help you find a solution.

Windscreen and windows

Please attend to any windscreen damage as quickly as possible. This will not affect your claims with RSA Motability (RSAM). In many cases, if a chip is smaller than the size of a two pound coin our approved supplier can perform a specialist repair rather than completely replacing the glass. But if left untreated, moisture, frost and dirt can cause the damage to worsen beyond repair.

Chips or cracks in the windscreen directly in front of the driver, in the area swept by the wiper blades, are considered dangerous if they are more than 10mm in diameter. In the rest of the windscreen wiper swept area, up to 40mm damage is acceptable.

When you notice a chip or crack in your windscreen or windows, it’s best to book in a repair as soon as possible. The sooner you call, the more chance there is that our supplier will be able to repair your windscreen. If your windscreen needs replacing this will require an excess payment of £50, however the cost of any repairs are included as part of your lease, at no additional cost. Full details are available in your terms and conditions booklet.

To arrange an appointment at a nearby repair centre, or arrange for a mobile repairer to come to you, please call our Glassline on 0300 037 9944. You can also book an appointment onlineOpens in new window . You will need to tell the repairer that you are a Motability Scheme customer and show your Certificate of Motor Insurance.

Important: just before you complete your booking, you will be asked whether ‘there is anything else you want to tell us?’ Please state that you are a Motability Scheme customer and complete the booking form to arrange your appointment.

By repairing a fault rather than replacing the windscreen you are also doing your bit for the environment, as it helps to reduce the amount of glass sent for reprocessing, which in turn reduces CO2 emissions.

Your warranty

Your dealer should let you know how long the repairs will take and if there is going to be a delay. If you are not happy with how a repair has been dealt with, please contact our Customer Services team on 0300 456 4566

Insurance claims

Your insurance booklet will have the full details of what is covered, but if you still not sure please contact RSAM on 0300 037 3737. Repairs covered by your insurance should be done by an RSAM recommended repairer.

RSAM will arrange a courtesy car that you can use while your car is being repaired, or discuss alternative mobility arrangements with you.