In September 2023, Direct Line Motability (DLM) replaced RSA Motability (RSAM) as the insurer for the Motability Scheme.
Your policy, drivers and claims history all transferred automatically, and there was no change to the level of cover provided.
Here are some answers to your most commonly asked questions about insurance on the Motability Scheme.
Questions
I’ve had an accident – who do I report this to?
Do I need to tell you about an accident too?
My vehicle is undriveable, what should I do?
Where can I see my policy documents?
How can I check my details are up to date with DLM?
How do I check my previous claims?
Do I need different login details to get to the DLM insurance portal?
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I’ve had an accident – who do I report this to? |
You should report this to DLM.
We cannot get you through to DLM any faster than if you contact them directly.
If you lease a scooter or powered wheelchair, you can now report your claim online through your Motability Scheme online account.
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Do I need to tell you about an accident too? |
No, you only need to tell DLM about your claim. You do not need to call us to let us know.
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My vehicle is undriveable, what should I do? |
If your vehicle is undriveable after an accident, please contact RAC on 0800 73 111 73.
They will take your vehicle to a DLM repairer and arrange onward transport for you.
If you lease a scooter or powered wheelchair, you should contact Motability Assist, provided by Autohome, on 0800 953 5000.
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How can I check my drivers? |
If you want to check who is insured on your vehicle, the quickest way to do this is in the DLM insurance portal, accessed through your Motability Scheme online account.
You can add temporary or permanent drivers and remove any current drivers using your account too.
If you want to remove a driver, but may need to re-add them in the future, you can now choose to ‘deactivate’ them rather than delete them.
This means their details will be saved, so you will not need to enter them again when you re-add them as a driver.
Watch our tutorials
We’ve created some short video tutorials explaining how to add, deactivate and re-add a driver in the DLM Portal. You can watch them here.
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Where can I see my policy documents? |
You can download the latest version of your Insurance Cover Booklet and Policy Schedule in your DLM insurance portal, accessed through your Motability Scheme online account. You can also download your Certificate of Motor Insurance if you lease a car or Wheelchair Accessible Vehicle (WAV).
To do this, go to the ‘Policy Summary’ section.
All insurance certificates are available online, so sign in to your online account to download or print a copy.
If you previously had an open insurance policy or a business policy with RSAM, this will also have transferred to DLM automatically. You can view this in the ‘Policy Summary’ section too.
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How can I check my details are up to date? |
All the details of the DLM insurance policy are available in the DLM insurance portal.
This includes your personal details, cover details and information about your vehicle.
If you need to change any personal details, such as your address or contact information, you can do this in the ‘Change my details’ section.
Any changes will automatically update on our records too, so you do not need to let us know.
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How do I check my previous claims? |
DLM have the details of your previous claims, which you can check in the DLM insurance portal.
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Can I contact DLM online? |
Yes, you’ll find the answer to most questions on the DLM Virtual Assistant.
You can access this from the ‘Policy summary’ page in the insurance portal or via DLM’s website.
If the Virtual Assistant cannot answer your question, you’ll have the option to connect to a DLM Live Chat advisor instead.
They’ll then answer your questions through the online chat. Live Chat is available Monday to Friday, 9am to 5pm.
You can print the transcript of your conversation when you’ve finished too.
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Do I need different login details to get to the DLM insurance portal? |
No, once you’ve signed-in or created your Motability Scheme online account, just go to ‘Insurance’ in the main menu.
From here you can go to the DLM insurance portal.
You’ll be automatically signed-in and do not need separate login details.
If you do not have a Motability Scheme online account yet, it only takes a few minutes to create one.
We just need a few personal details, like your National Insurance number and date of birth, so we can verify who you are.
If you’re an appointee, we’ll need your details and the National Insurance number of the person receiving the allowance.
Once you’ve created an account, you can log in at any time using your email address and password.
You can print the transcript of your conversation when you’ve finished too.
Your cover made simple
We know insurance can feel complicated, but we’re here to make things as easy as possible.
With Direct Line Motability, your cover stays simple and straightforward so that you can focus on getting the most out of your lease.
Need to check something? You can find all your insurance details in your Motability Scheme online account or speak to DLM for support.
Manage your lease with your online account
Your Motability Scheme online account can help you manage your lease flexibly and stay organised.
You can manage your insurance details, like changing the drivers on your cover, and much more.
This article was reviewed and fact-checked by our in-house experts in March 2025.
Related articles
Report an accident with your online account
Everything you need to know about your drivers on the Motability Scheme
How the Motability Scheme online account can help you
