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Insurance on the Motability Scheme: your questions answered

On 1 September, Direct Line Motability (DLM) replaced RSA Motability (RSAM) as the insurer for the Motability Scheme.

Your policy, drivers and claims history have all transferred automatically, and there’s been no change to the level of cover you’re provided.

The main contact numbers have stayed the same too.

We’re getting lots of questions about this change at the moment, so we’ve answered some of the most common queries in this article.

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I’ve had an accident – who do I report this to?

If the accident happened after 1 September, you should report this to DLM.

If the accident happened before 1 September, it must be reported to RSAM as they insured your vehicle at this time.

DLM cannot help with accidents or claims that happened before 1 September.

Both RSAM and DLM are getting lots of calls at the moment, so if your vehicle is still driveable and you’re reporting minor damage, it may be worth calling in a few weeks’ time instead.

We cannot get you through to RSAM or 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 RSAM or 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 your accident was before 1 September, your claim with continue to be handled by RSAM so please speak to them directly for updates.

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 have transferred?

All of your drivers on the RSAM policy have transferred over to the DLM policy, so you do not need to re-add them.

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.

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Watch our tutorials

To help you get used your new DLM portal, we’ve created some short video tutorials explaining how to add, deactivate and re-add a driver. 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 should now be available online, so if yours has not arrived in the post yet, sign in to your online account to download or print a copy.

If you had an open insurance policy or a business policy with RSAM, this will also have transferred to DLM automatically. You can confirm this in the ‘Policy Summary’ section too. 

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How can I check my details are up to date with DLM?

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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Have the details of my previous claims transferred to DLM too?

Yes, DLM will have the details of your previous claims, so you do not need to tell them about this again.

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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.

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