Staying Mobile in Your Europcar Hire Car

Everything you need to know about using a Europcar hire car as part of your Motability Scheme cover with Direct Line Motability (DLM). 


If your Motability Scheme vehicle is temporarily out of action, we’ll help keep you on the move. This is part of our all-inclusive package. In some cases, this includes a hire car provided through our partnership with Europcar.  

We’ll do our best to provide a replacement vehicle that meets your needs. While it’s with you, please treat the hire car with the same care as your Motability Scheme vehicle. And, please make sure you understand the rules that apply. These can be found in Europcar’s Motability Assistance online tool. They are also in the paperwork they will give you. 

Taking Delivery of Your Hire Car 

When you receive your hire car, you are responsible for its condition and any damage until it’s returned to Europcar. Take these steps to avoid any issues:

  • Inspect the vehicle: Check for damage inside and out. Make sure any damage is recorded on the Europcar Rental Agreement. 
  • Report new damage quickly: If you spot additional damage later, it needs to be reported within 24 hours. You can do this by calling First Call Assist on 0800 0280 999. 

Unreported damage could result in a damage claim at the end of your hire. This will be recorded against your insurance cover and, an excess of £100 applies. 

Insurance Cover and Approved Drivers

The hire car is insured through your Motability Scheme cover with DLM. This gives comprehensive cover for drivers listed on your cover documents. No other drivers are insured to drive the vehicle.  

You can check and update your list of drivers in the Motability Scheme online account. Or, you can call DLM on 0300 037 3737.  They are open Monday to Friday, 8 am–7 pm, Saturday, 8 am–4 pm. 

Important: 

  • Your insurance only covers you for one vehicle at a time. When your Motability Scheme car is repaired and returned, you must stop driving the hire car. You must also arrange collection of the hire car by calling 0371 384 5917
  • You’re responsible for any fines or charges when using a hire car, including any Europcar administration fees. You will also not be automatically exempt from some congestion charges. More information is available here.

Before you drive

Every car is different and we want you to feel comfortable and confident driving the hire car. Take some time to get to know the replacement vehicle before your first trip in it. And make sure each of the drivers does too.  

Make sure you understand the key features, including: 

  • Headlights 
  • Hazard warning lights 
  • Parking brake location 
  • Fuel type or charge level for electric vehicles 
  • Any Assisted Driving technology, like speed limiters 

Europcar provides basic operating instructions for each vehicle online. Visit Europcar Motability Assistance and select ‘Vehicle Information Cards’ for more details. 

Accidental damage in your hire car

Your hire car is covered by your Scheme insurance with DLM.  If you’re involved in an accident or damage your hire car, however big or small, you should follow these steps:

  • Call First Call Assist on 0800 0280 999 (available 24/7) for immediate support with:
    • Reporting damage
    • Arranging roadside recovery (if required)
    • Organising a replacement vehicle (if needed)
  • If another driver or person is involved, share the hire car’s registration number and the First Call Assist number to help manage any claims. 

You should also report the incident to DLM by raising an insurance claim online in your Motability Scheme online account or by calling 0300 037 3737.  They are open Monday to Friday, 8 am–7 pm, Saturday, 8 am–4 pm). 

Please note: 

  • An excess of £100 applies to all damage claims, payable to Europcar. 
  • For windscreen or glass damage, an excess of £50 applies. 

Returning your hire car

When your Motability Scheme car is repaired and safe to drive, stop using the hire car immediately and arrange its collection. You can do this by calling 0371 384 5917. Europcar will collect the vehicle within 8 business hours. And they will give you a 2-hour collection window via SMS. 

To ensure a smooth return process:

  • Be present at collection to review the vehicle with the Europcar driver and sign the off-hire paperwork.
  • Ensure the hire car: 
    • Is secure and parked safely
    • Is in the same condition as when it was provided, apart from normal wear and tear
    • Has a full tank of fuel or at least 50% charge for electric vehicles. If refuelling is required this will be charged to you at a premium rate + vat
    • Any fines or congestion charges are paid in full including Europcar administration fees. More information on charges can be found here:
    • Is empty of all your personal belongings. This includes Blue Badges or parking permits.

For more information about the hire car process, visit Europcar’s Motability Assistance online tool

Interested in joining the Scheme?

Join over 800,000 customers who already enjoy the benefits of a all-inclusive package through the Scheme. With the Scheme, you can exchange part or all your qualifying mobility allowance to lease a brand-new vehicle of your choice. Check if you’re eligible to join the Scheme

Request a free information pack to learn more about the Scheme. 

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