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Handbook Everything you need to know about running your Motability car during your lease 2 Welcome Whether you are a new customer or have leased a car through Motability before, we would like to welcome you to many years of worry-free motoring. Taking delivery of your new Motability need, so you can get the right help or car is an exciting moment. We aim information by going online or making to help you continue that pleasurable a single telephone call. Alternatively, experience, by making your motoring feel free to call your dealer, whose We hope you experience as enjoyable and details are listed below. hassle-free as possible. will find this We hope you will find this handbook handbook useful, This handbook will guide you through useful, and suggest that you keep it the Contract Hire agreement. It somewhere handy, such as in the glove and suggest includes information about your compartment of your car, so you can that you keep it insurance, maintenance and refer to it when needed. somewhere breakdown cover, as well as answering many frequently asked questions about handy leasing with Motability. We have also provided contact details you might Your managing dealer is: 3 4 Contents About Motability Modifications 16 If your car is lost or stolen 25 6 Personal number plates 16 Young driver training 25 Welcome to Motability 7 Additional costs 17 Environmental impact 17 RAC breakdown Your worry-free motoring assistance 26 Help us to protect Motability 17 package 8 Leaving Motability 18 Motability Assist 27 What’s included 9 Expired or stopped allowance 19 Roadside 27 Recovery 27 On the road with Motability Insurance At home 27 10 20 Replacement cars 27 Key information 11 Key information 21 Fuel and keys 28 Taxing your car 12 What you are not covered for 21 What to do if your car breaks down 28 Servicing 12 Loss of use benefit 22 Driving in Europe 28 Motability dealers 12 Personal Accident cover 22 Maintaining your car 13 Legal liabilities 22 Getting your next car 30 Service books 13 Uninsured loss recovery 22 Accident repairs 13 Changing or adding a driver 23 Ordering and delivery 31 Other repairs 14 Motoring convictions 23 Customer complaints Tyre repair and replacement 14 Business use of the car 23 32 Glass 15 Voluntary driving 23 What to do if you have a Wear and tear 15 Taking your car abroad 24 complaint or comment 33 General condition 15 No-claim discounts 24 Mechanical components 16 If you are involved in an accident 24 Useful contacts Oil leaks 16 Repairing your car after an accident 25 34 Exhaust system 16 Courtesy vehicles 25 Contact details you might need 35 5 Good Condition Bonus 16 6 About Motability Welcome to Motability Motability was established in 1977, all or part of your mobility benefit and since then it has helped over (Higher Rate Mobility Component of two million people become mobile. the Disability Living Allowance, or War Motability Operations is the company Pensioners’ Mobility Supplement) is If you would like a copy responsible for finance, administration, paid directly to Motability Operations and maintenance of Motability cars. for the length of the agreement. of this handbook in large When you lease a car with Motability, print or an alternative format/language, please call our Customer Services team on 0845 456 4566. 7 8 Your worry-free motoring package Leasing a car through Motability opens the door to years of worry-free motoring. Your regular allowance payment to us • Single, one-stop customer helpline in your Contract Hire agreement and provides you with: and website the policy schedule that is sent to • A new vehicle of your choice every • Where possible, help with transport you, together with the Certificate three years whilst your car is being serviced or of Motor Insurance. For further repaired. information, contact RSAM on • Insurance from RSA Motability (RSAM) 0500 37 37 37) • Personal Accident cover for the driver What you need to budget for • Any fines, such as parking or and passengers • Fuel and consumables, such speeding • Full breakdown assistance as washer fluid • Cover for theft or damage to personal • Servicing, maintenance and repairs belongings in the car is not included, • Any optional extras not fitted • Tax disc delivered to your home each as standard to your chosen car for example wheelchairs, hands-free year (excludes Northern Ireland and phone kits, coats, mobile phones, • The cost of some adaptations Isle of Man) money etc. you require. • All replacement tyres • Window or windscreen repair or Other costs you may also need replacement to consider • A mileage allowance of 60,000 • You will need to pay the first £75 of miles over your three year lease any claim for loss or damage, known agreement (additional miles charged as an insurance excess. (Some cars at 5p per mile) and customers, such as young and • Services of a national network of inexperienced drivers, may attract a nearly 5,000 Motability dealers higher excess. Full details are given 9 10 On the road with Motability We want to help make sure your experience as a Motability customer is enjoyable and worry-free. Throughout your agreement, we ask you to help us by making sure your car is safe and in good order. As well as helping you to experience trouble-free motoring, this helps us sell the car for the best possible price at the end of the agreement, keeping costs low for you and all our customers. Key points from the Contract Hire • The car must not be used as a taxi agreement or delivery vehicle. However, cover • Motability Operations remain the can be arranged for most other occupations. See ‘Business use of We want to help make legal owner of the car throughout the agreement the car’ on page 23 sure your experience as • The car should be used by, or for the • If you move address or change a Motability customer is benefit of, the person who qualifies your name, please tell us enjoyable and worry-free. for a Motability car immediately by updating your details at motability.co.uk or calling • You must keep the car under your our Customer Services team on control and not lend or sell it to 0845 456 4566 anyone else • If you need to fit any adaptations • Only drivers named on your to your car during your lease you Certificate of Motor Insurance as will need to inform us first and use permitted drivers may drive your car. a Motability Adaptations Partner. If you intend to drive your Motability To find out more please call our car you must be named as a Customer Services team on permitted driver on the certificate. 0845 456 4566. Please call RSAM on 0500 37 37 37 if you need to change permitted 11 drivers during your lease Taxing your car or at a pre-defined mileage limit, as set out in your car Upon delivery of your new Motability car, it will already be manufacturer’s handbook), and any maintenance repairs taxed for the first year. On the 20th of the month before necessary due to general wear, are included in your your tax disc expires, we will automatically send your agreement at no extra cost. Where any additional work is new tax disc to you in the post. If your vehicle registration required, dealers will check with us before it is carried out. document (V5c) is sent to you by the DVLA, please ensure For all car servicing and maintenance, you should take your that you send it to us as quickly as possible so that we are car to the dealer that has been assigned as your managing able to tax your car. dealer. You will only need to pay for repairs if they are not If you change your address please update your details at covered either by the above, or as defined in your Insurance motability.co.uk or call 0845 456 4566 to prevent your tax Cover Booklet. If you are unsure about any aspect of your disc from being sent to your old address. You are responsible cover, please contact RSAM on 0500 37 37 37. for ensuring that a valid tax disc is on display in your car. For adaptations fitted at the start of your lease through If you receive a V11 (Vehicle Licence Application) from the Motability Managed Adaptations Programme, your the DVLA please call our Customer Services team on installer will notify you if any regular maintenance is 0845 456 4566 as soon as possible as this is a good required. If this is the case, it will be included as part of indication that we haven’t been able to tax your car for your worry-free package. some reason. Motability dealers If you live in Northern Ireland or the Isle of Man, you are Across the UK, there are nearly 5,000 Motability dealers responsible for renewing your car tax each year of your who provide cars, servicing, maintenance, and repairs for agreement. As a recipient of the higher rate mobility Motability. allowance, your Motability car will automatically receive the benefit of a Vehicle Excise Duty (VED) exemption All our dealers are continually monitored and take part in (i.e. free tax disc). You can get a leaflet explaining VED ongoing training to ensure they are kept up-to-date with all exemption by contacting the Disability and Carers Service aspects of Motability. on 08457 123456 or the Service Personnel and Veterans Our dealers provide: Agency on 0800 169 2277. • Test drives 12 Servicing • Free fluid level checks Regular servicing recommended by the manufacturer • Free wash and vacuum after every scheduled service, of your car (e.g. either at a set point during your lease major repair or MoT test. With sufficient notice, your dealer may also be able • Ensure all faults are put right quickly to provide either: • Respond to any manufacturer recall, e.g. if a faulty part • ‘While you wait’ servicing and MoT test needs replacing. • Collection and delivery of your car, dependent on distance Your car will need to have an MoT test approximately two • Transport from, and back to, the dealership months before the end of your lease and on an annual basis • A courtesy car while your car is at the dealership. thereafter if your lease is for more than three years. Your managing dealer will contact you to arrange a convenient If your car is fitted with locking wheel nuts, please check time for an appointment. In Northern Ireland an MoT test is when collecting your car that you know where the key is not required until the car is four years old. before you leave the dealership and that you bring it with you every time you have a service or visit a Kwik Fit centre. If you have any queries about maintaining your car, please Please note you will be responsible for the cost of any ask your managing dealer. replacement keys. Service books Maintaining your car Please make sure your dealer completes and stamps your To help ensure your car is safe and does not break down car’s service book after every service. Keep this safe and in unexpectedly, you should respond to any service requests good condition, as it may be needed in future to prove the from your dealer and make sure the car is regularly car has had regular servicing. maintained as set out in the manufacturer’s handbook. This will include the following regular checks: Accident repairs • Engine oil If your car is damaged, before you take any action to repair it, please contact RSA Motability (RSAM) for advice on • Windscreen washer fluid whether the repair is actually required. In many cases, if • Engine cooling system the damage is minor, you may not need to lodge a claim for • Lights repair, saving you time and money. However, if you would • Tyres are not worn below the legal limit of 1.6 mm prefer to have the damage repaired, you can make a claim • Tyres are at the right pressure – including the spare. through RSAM. There will be an excess amount (payable by you) of £75 for any damage to the vehicle. Some customers, You should also do the following: such as young and inexperienced drivers, may attract a 13 • Wash the car regularly to maintain its paintwork higher excess. Please don’t make any attempt to repair any damage that this is not an emergency service, it can often take yourself. If damage is as a result of more than one incident, longer than if you were to have the tyre changed directly multiple claims will be needed. at the centre and they will not be able to repair punctures. To book an appointment call 0330 123 1531. For more information refer to your Insurance Cover Booklet or contact RSAM on 0500 37 37 37. Wherever possible, do not drive your car on a punctured Other repairs tyre. Your car may be equipped with a tyre inflation kit instead of a spare wheel – details of how to use this are If you suspect that your car needs a repair, contact your written on the device. Don’t forget you can also get help dealer as soon as possible. All Motability cars come with from RAC with changing a punctured tyre for the spare. at least a three-year warranty so any repair caused by general wear or mechanical fault is covered, except if there When you visit a Kwik Fit centre, please make sure that you is evidence of neglect or misuse. Your dealer should keep tell them you’re a Motability customer as soon as you arrive. you informed of the repair’s progress and let you know if You will also need to tell them if you have any adaptations there are any unavoidable delays. If you feel that a repair fitted to your car in case a member of staff needs to drive has not been handled satisfactorily, please contact us it. Kwik Fit operate on a first-come, first-served basis, on 0845 456 4566. and there may be a waiting time while tyres are fitted to your car. Kwik Fit will aim to attend to your car within 45 Tyres: Kwik Fit Tyreline – 0330 123 1531 minutes, and will do everything they can to help ensure you For no extra cost, we will replace tyres worn or damaged wait no longer than 90 minutes after arriving for your issue through normal use. Puncture repairs, including wheel to be resolved. If you have any other appointments that balance, are also covered at no extra charge if you use Kwik day, please plan ahead to allow for sufficient waiting time. Fit, Motability’s approved supplier. If your car has locking wheel nuts Kwik Fit will need the key In addition, Kwik Fit provides Motability customers with: which was supplied with your car in order to replace the • Free replacement of stolen or vandalised tyres tyre, so please bring it with you – this is usually found in the • Repairs usually carried out while you wait boot of your car. • A mobile service facility: Kwik Fit can replace tyres at your Legally tyres need to be replaced when the tread depth falls home at no extra cost, by appointment. With a fleet of to 1.6mm, however Kwik Fit will replace tyres on Motability 14 cars when the depth falls to 2.0mm. There is no limit to the 230 mobile technicians operating nationwide, you can schedule a Kwik Fit Mobile technician to come to your number of tyres that will be replaced during your lease. home or work and change your tyre. However, please note Kwik Fit will always fit an appropriate tyre brand, taking into consideration suitability, safety and handling, but this many instances, if a chip is smaller than the size of a pound may not be the same brand as was originally fitted by the coin, our approved supplier can perform a specialist repair manufacturer. Please rest assured that this will have no rather than completely replacing the glass. If left untreated impact on the safety or performance of your Motability car. moisture, frost and dirt can cause the damage to worsen beyond repair. If you live in a remote area or a location prone to extreme weather conditions, you may want to consider having snow The sooner you call, the more chance there is that our tyres, chains or socks fitted to your car. Kwik Fit are able to supplier will be able to save your windscreen. And by fit snow tyres, however this will be at your own cost and repairing your glass rather than replacing it, you’ll be agreement must be sought from us before arranging fitting. helping our supplier to save over 4,500 tonnes of waste glass and 12,000 tonnes of CO2 equivalent emissions. Replacing tyres while abroad Chips or cracks in the windscreen directly in front of the Call the Tyreline for advice before you travel, and if you need driver, in the area swept by the wiper blades, are considered tyres replaced while you are outside the UK: dangerous if they are more than 10mm in diameter. In • If possible use a Kwik Fit site. The Kwik Fit group operates the rest of the windscreen wiper swept area, up to 40mm over 2,500 service points across Europe. While abroad you damage is acceptable. Please note that the standard excess can call the Tyreline on +44 (0)1698 802 022 will apply if RSAM’s approved supplier is not used. • If you have to buy tyres while abroad keep the receipt and If you have a sunroof and it is accidentally damaged, please contact Kwik Fit on your return, as you may be entitled to contact RSAM on 0500 37 37 37 for advice. a refund. Wear and tear Glass – 0500 355 355 With use, all vehicles will show signs of wear and tear and Window or windscreen repair or replacement (excluding in many cases a repair is not essential. We can provide sunroofs) is also covered in your lease by RSAM’s approved advice to help you ensure your car remains safe and in good supplier. To arrange an appointment at a nearby repair working condition. Unavoidable minor damage caused by centre, or arrange for a mobile repairer to come to you, a wheelchair or any other mobility aid will be accepted as please call Glassline on 0500 355 355. You will need to tell general wear and tear. the repairer that you are a Motability customer and present your Certificate of Motor Insurance to them. General condition 15 Please attend to any windscreen damage as quickly as In terms of bodywork, wheels, interior trim and luggage possible, as damage may impair your view of the road. In areas, we would again expect that three years of motoring would result in some general wear and tear, light scuffing converter due to heavy impact or the use of the wrong type and scratching or stone chipping. However, certain levels of fuel, is not regarded as fair wear and tear. of more serious damage would not meet our expected standards. These include deep dents and scratches on Good Condition Bonus bodywork that go through to the metal; severe cracks on If you return your car in good order at the end of the bumpers and mirror housings; irreparable damage such agreement, you may receive a Good Condition Bonus, as burns or tears to the interior; or heavy gouges to alloy currently £250. wheels or plastic trim. If you are in any doubt about the The Good Condition Bonus is paid out within 28 days of level of repair required, contact RSAM on 0500 37 37 37 the car being returned. All decisions concerning the bonus and they will confirm what action to take. process will be taken at our discretion. Mechanical components Modifications Your dealer will replace any necessary parts under your Before adding any other accessories or making modifications agreement, except where there is evidence of neglect to your car, you should get agreement from Motability or misuse. Operations and then notify RSAM. Should such modifications Underside of your car be made without our agreement you risk invalidating your insurance and you will be asked to remove them and return Any serious damage or distortion to the underside of your the car to its original specification at your cost. car, such as the chassis or engine, is not considered to be fair wear and tear. If you suspect any such damage during Personal number plates use, please contact your dealer immediately. You can fit personalised number plates to your car, but Oil leaks please call us on 0845 456 4566 if you wish to do so. This Please report any oil leaks to your dealer, who will make is important, as your personalised plate details will need the repairs free of charge as part of the normal servicing to be on your tax disc. We can process the administration arrangements under your agreement. You will be through the DVLA, and we will also update RSAM with your responsible for damage caused by an oil leak that has not new details. been reported as early as it could have been. It will be your responsibility to display the correct number 16 plate and tax disc on your car, and also to ensure that your Exhaust system personalised number plate is removed and re-registered Normal deterioration of the exhaust system is inevitable. with the DVLA prior to handing back your car. However, damage to the exhaust system and catalytic Additional costs Environmental impact Excess mileage Carbon emissions, and their impact on the environment, are an important issue. However, you may not be aware Your Motability package includes 60,000 miles over three that the way we drive can help to dramatically reduce years. If you go over this amount, you will be charged 5p for the environmental impact of our motoring. Below are each extra mile. We will take a mileage reading whenever some useful tips, and you can find more information at your car is serviced for our records, and if when you return motability.co.uk. the car at the end of your contract the total mileage is higher than the allowance, you will receive an invoice for • Avoid unnecessary journeys: your engine runs more the excess mileage. If you receive an invoice when you hand efficiently when it’s warm so it’s better to do one long trip back your car, please contact our Customer Service team to than lots of short ones arrange payment. • Drive smoothly and in a higher gear: you’ll use less fuel and do less damage to the environment Repudiated claims • Check your tyres and keep them at the recommended Your insurance and loss and damage protection will be pressure: this will reduce resistance, meaning your engine invalidated if you do not comply with the policy conditions, will have to work less hard, thereby reducing CO2 for example allowing your car to be used by an uninsured driver. This will result in your claim being declined by RSAM. • Keep your windows closed to reduce drag: your car won’t In this situation, we will invoice you for the cost of repairs or have to work so hard, and as a result, will use less fuel the write-off value of the car and RSAM will look to recover • Minimise use of climate control: air conditioning increases from you any financial loss that they may have incurred. It fuel consumption and therefore increases emissions. is therefore important that you are fully aware and comply with the conditions, which are detailed in the Insurance Help us to protect Motability Cover Booklet. To safeguard the integrity of Motability and keep costs down for the benefit of customers, misuse or improper care of cars Unpaid rentals is something we take very seriously and follow up. In the event that your allowance is not paid over to us, you As a Motability customer, you are responsible for meeting the will need to pay us any unpaid rentals. The unpaid amount terms and conditions of your agreement including making may be subject to VAT. sure the car is used for the benefit of the disabled person, 17 whether they are in the car or not. Forms of misuse include: • Denying the disabled person the benefit of the car us on 0845 456 4566. If you decide to transfer your • Driving whilst uninsured or banned personalised plate onto your new Motability car then it is important you discuss this with your dealer when • Using the car in any criminal act submitting your new application. Motability is unable to • Lending, sub-leasing or selling the car accept any responsibility for the retention or transfer of a • Using the car for unauthorised business purposes personalised plate and you may lose your entitlement to • Failing to take proper care of your car. the personalised plate if we have not been notified • If you have adaptations, you don’t need to remove these We follow up all information provided to us and where before handing back your car. However, if you want to, serious misuse is found or the damage is severe, the please make sure you arrange this with a Motability agreement may be cancelled. You may be prevented from Adaptations Partner getting a car through Motability in the future, and we may also invoice for the cost of repair or estimated loss in • When you handback your car, make sure any sale value. documentation and equipment that was given to you with the car is also returned, such as the manufacturer You can report any concerns to us by calling 0845 456 4566 handbook and any spare keys (including any red keys or contacting us at motability.co.uk. issued). This could also include a key for locking wheel nuts, a tyre inflation kit, radio or key codes, remote Leaving Motability controls, parcel shelves or additional seats. Handing back your old car Car tax expiry for non-mainland customers During the last few months of the agreement: If you live in Northern Ireland or the Isle of Man, you will • Make sure your car has passed its MoT test (excludes need to check if your car tax expires before the end of your Northern Ireland). Your dealer will contact you to agreement. If it does, you will need to re-tax your car on arrange this. The MoT certificate will be sent to Motability time. You should check that you have at least two spaces Operations left on your tax exemption certificate (DLA404 or WPA442). • If you have a personalised number plate, we will write If you do not have two spaces left, please contact the to you approximately two months before the end of Disability Living Allowance helpline on 028 9090 6182 if you your agreement to find out what you wish to do. If you live in Northern Ireland or 08457 123456 if you live in the 18 Isle of Man. do not receive a letter from us then please contact Ending your agreement early Expired or stopped allowance Under your Motability agreement you have agreed to lease To lease a car through Motability you need to be in receipt your car for the full length of the agreement. If however, of the Higher Rate Mobility Component (HRMC) of the you have a valid reason to end your agreement early, please Disability Living Allowance (DLA) or the War Pensioners’ contact us on 0845 456 4566, or write to us at the following Mobility Supplement (WPMS) for a minimum of 12 months address: at the point you submit an application for a new car. If your Motability Operations allowance is due to expire during your agreement, you will Customer Contracts Department need to liaise with the Department for Work and Pensions Bristol Park House, Bristol Business Park (DWP) or Service Personnel & Veterans Agency (SPVA) Coldharbour Lane, Bristol BS16 1EJ to renew your allowance. It is important you meet the deadlines set by DWP or SPVA and you should allow at least We will need some details from you, including confirmation three months for the renewal process. of whether you will be applying for a replacement vehicle. Once we have received all the necessary information, we If the DWP or SPVA decide you are no longer eligible for the will review your request and confirm our decision with you. award, or if the allowance is not renewed in time and a new claim needs to be made, you are responsible for keeping us Please note that if you cancel your agreement we may have informed. Please contact us on 0845 456 4566 to discuss to charge an administration fee to cover our costs. Any your options; if necessary, Motability Operations will make advance payment you have paid may be refunded on a pro- arrangements for the collection of the car. rata basis, less any administration fee, where applicable. If a Motability customer dies If however, we cancel your agreement because you have failed to comply with the terms and conditions of your Should a customer die during their lease, a family member agreement, no refunds will be made to you, and you will be should contact us as soon as possible on 0845 456 4566. charged an administration fee. A permitted driver can drop the car off at the dealership or alternatively we will arrange for the vehicle to be collected We may continue to receive your allowance until you have at a convenient time. In the interim, permitted drivers can paid us any amount you owe. Also, you may not be able to continue to make use of the car for journeys in connection lease another vehicle through Motability. If you have any with the affairs of the customer. The car will continue to be questions, please contact us on 0845 456 4566. insured until it is handed back or collected by us. 19 20 Insurance Together, Motability Operations and RSA Motability (RSAM) have arranged to give protection for all cars leased through Motability’s Contract Hire agreement. These arrangements offer similar protection to a fully comprehensive insurance policy. The Financial Services Authority (FSA) regulates Royal & Sun The cover includes: Alliance Insurance plc who provide aspects of your cover, • Loss of, or damage to your car and who manage the claims process as RSA Motability • Accidental damage (RSAM) for Motability Operations. • Theft or fire damage The following is a summary of key points about your • Repair or replacement glass insurance and loss and damage protection. Please take time to read the Insurance Cover Booklet for full details. • In-car equipment (such as a radio or CD player) Please also refer to the key points from the Contract Hire permanently fitted or supplied with the car as standard agreement on page 11 of this handbook, or look online at • Adaptations and modifications which are needed and motability.co.uk/insurance. which we have agreed to and which RSAM have been informed about Key information • Any accessories or tools supplied with the car When completing your order for a Motability car at the • Replacement locks where keys have been stolen and the dealership, you will be asked to nominate your chosen theft reported to the police. drivers. • Only drivers approved by RSAM and named as If you have an accident, regardless of fault, please contact permitted drivers on your Certificate of Motor Insurance RSAM on 0500 37 37 37 as soon as you can, where possible are insured to drive within 24 hours of the accident. This will enable us to help • If you intend to drive your Motability car you must be get you back on the road as quickly as possible. named as a permitted driver on the certificate What you are not covered for • Other drivers, not on the certificate, are not allowed to On the next page is a summary of the main exclusions drive your car. Even if they have fully comprehensive 21 within your insurance and loss and damage protection insurance which provides cover to drive other cars, they cover. For the full list of areas not covered, please refer to are not covered to drive your Motability car. your Insurance Cover Booklet. • An excess (amount payable by you) of £75 for any loss or the car to be driven, and the driver is not shown as a damage to the vehicle – higher excesses apply for young permitted driver on your Certificate of Motor Insurance, or inexperienced drivers. Details are given in your Contract you may be held responsible for any loss or damage that Hire agreement and the Policy Schedule. If the car needs occurs and excluded from leasing another car through to be repaired you must pay the excess for each individual Motability. incident before the repair starts Loss of use benefit • Loss of keys – you’ll be responsible for the cost of any replacement keys and in some circumstances, If your Motability car is undriveable after an incident of replacement locks loss or damage, we will aim to provide you with a courtesy car. If a courtesy car is not suitable for your needs, you may • Personal belongings – you will need to arrange your own be able to claim for loss of use benefits, excluding the insurance cover for personal items such as wheelchairs, first week. hands-free phone kits, coats, mobile phones, money etc. One option is to extend your household insurance cover Personal Accident cover • Non-standard equipment or modifications – this means In the event of an accident which causes death, loss of any non-standard controls, audio or other equipment limbs and/or permanent loss of sight in one or both eyes, fitted to the car, which are not essential to enable you to cover is provided up to a limit of £5,000 for the driver and use the vehicle, or have been fitted without Motability and any passengers. RSAM’s agreement • Damage to the interior of the car, for example rips, stains Legal liabilities and burns to the trim, are not covered and may need to Cover includes your legal liabilities, and those of your be repaired at your own cost. You do not need to make permitted drivers and passengers for accidental death, any repairs to damage which is within fair wear and tear - accidental injury, and accidental damage arising from the see page 15 for further details use of your car, or a trailer attached to it. • Driving other cars that have not been approved – you are Uninsured loss recovery not covered under your agreement to drive any other Uninsured losses are any items that are not covered by your vehicle, unless it has been provided or approved by us insurance. For example, your excess and injuries. If you are • Unauthorised and uninsured drivers – only those drivers involved in an accident caused by someone else who has 22 shown on your Certificate of Motor Insurance as permitted been identified, RSAM will attempt to recover your uninsured drivers are covered to drive. If you drive the car, or allow losses from them. If you are injured, RSAM will also act on have received an amended Certificate of Motor Insurance your behalf by appointing solicitors to act for you. You from RSAM. may need to provide proof of your losses. Recovery of Only one permitted driver can be under the age of 21, and uninsured losses may take some time, and in some cases drivers under the age of 25 are restricted to cars up to the may not be possible. Association of British Insurers (ABI) Car Group 18 (1 to 50 Changing or adding a driver scale). For more information on ABI car grouping, please contact RSAM, or see the ABI website at thatcham.org/ The permitted drivers named on the Certificate of Motor abigrouprating. Insurance are the only people allowed to drive the car. You can select up to two drivers, one of whom may be yourself. Motoring convictions Even as the hirer of the car, you are not automatically If a permitted driver is convicted of a motoring offence covered as a permitted driver. You must ask for this cover during the agreement, you must advise RSAM immediately when ordering your car or once your agreement is live. as this may invalidate your protection. Once the agreement is live, only you, the hirer, can request changes to the permitted drivers. Business use of the car To change your permitted drivers please call RSAM on Travel to and from your normal workplace is included in 0500 37 37 37. In order to consider your request, RSAM your insurance cover. If you need to use the car for business will need details of the new driver, including driving licence purposes, you can arrange business use cover for most number, motoring convictions and any previous loss, occupations. For further information, please contact RSAM damage or insurance claims. You will also need to confirm on 0500 37 37 37. the driver has given their consent for us to check their Business use cover will not apply until you receive a new details as they will be validated against the DVLA database. Certificate of Motor Insurance showing this cover, even if You can change your two permitted drivers free of charge you have had a previous Motability car. and as many times as you want throughout your lease. You may be able to call RSAM and nominate a third driver, Voluntary driving subject to some restrictions, at an additional cost. If your You can drive your car for voluntary or charitable work, such circumstances change and you no longer need a third as for Meals on Wheels or hospital visiting without obtaining driver, you may be entitled to a refund calculated on a pro permission, provided you are not contractually employed 23 rata basis. New drivers may not lawfully drive until they (receive a fixed regular payment) by the organisation. Taking your car abroad If you are involved in an accident: • Your insurance cover allows you to take your car abroad • If any permitted driver (which may include you) is involved within the European Union and to Croatia, Iceland, in an accident, they must not admit fault or deny the Norway, Switzerland and Liechtenstein free of charge for claim, negotiate, or promise to pay the claim, without up to 90 days in any 12 month period. Please make sure written permission from RSAM you take your Certificate of Motor Insurance with you • You should exchange details with the other driver involved • For other countries not listed, please contact RSAM at least and each provide your name, address, phone number, three weeks in advance of your journey. RSAM will consider vehicle registration and name and address of RSAM your request and there may be an additional charge (RSAM’s address can be found on page 35). If you cannot • If you are going abroad for six months or longer, you give your details immediately, you will need to report the should contact us on 0845 456 4566 as your agreement accident to the police within 24 hours. If the other driver may need to be modified cannot or will not provide their details, you must obtain • For all foreign travel, you will need a VE103 (Vehicle on their vehicle registration number, make, model and colour Hire form) to be issued to you. Please call 0800 731 3310 of their vehicle to request a form, at least three weeks before you depart. • If anyone is injured, or damage has been caused to The certificate will cover you for 12 months other property, you must show your Certificate of Motor • You must have European breakdown cover for foreign Insurance to the police or to anyone involved in the travel, otherwise you will be responsible for any recovery accident. If you cannot do this at the time, you must charges. See ‘Driving in Europe’ section on page 28 report the accident to the police and show them your Certificate of Motor Insurance no later than 24 hours after • If you need to contact RSAM while abroad, please the accident telephone +44 (0)151 240 2894 • In the event of any accident always call RSAM as soon • Cover for legal expenses and replacement locks is not as possible on 0500 37 37 37 to report the incident and available while abroad. register a claim No-claim discounts • If you cannot drive your car as a result of an accident, Motability does not provide for any no-claim discounts. please contact RAC who will recover the car to the repairer However, RSAM can provide a letter confirming your claims • RSAM have a network of repairers across the UK. RSAM 24 history with Motability if required. will keep you up-to-date with the progress of repairs to your car • Send all correspondence you receive concerning the is insured at no extra cost. Please note that the other accident to the RSAM claims department areas normally covered under your Motability lease, such • It is important that all drivers fully co-operate with RSAM as windscreen repair or breakdown cover, will need to be during investigations of the claim. Failure to co-operate discussed with the supplier of your courtesy car. could result in your claim being declined and you being If your car is lost or stolen excluded from leasing with Motability. If your car is stolen or taken without your permission: Don’t forget – within your tax disc holder there is • Notify the police immediately, giving them as much detail information and useful contacts to help you in the event as possible, and remember to obtain a crime reference or of an accident. It also contains space for you to write your log number. Then contact RSAM on 0500 37 37 37 who insurance information, which can be torn off and given to will advise you on what to do next the other party involved. • The car may be deemed written-off if it is not recovered Repairing your car after an accident within four weeks from the date of the theft. Following an accident please contact RSAM on 0500 37 37 37 as soon as you can, where possible within 24 hours after Young driver training the accident, and they will assess the extent of the damage Permitted drivers under 25 who are named on the Certificate to the car. They will advise you whether repairs need to be of Motor Insurance are eligible for PASS PLUS, an additional carried out or not. In all cases after an accident, you will driver training course delivered by the AA. The 6 hour course, be entitled to make a claim as per normal. The car will only free to Motability drivers aged between 16 and 24 years old, be repaired to its original specification. Damage to non has been specifically designed to teach young drivers to drive standard equipment or modifications, fitted without RSAM’s more safely. Young drivers who successfully complete the agreement, are not included in this cover. training will be asked to pay a lower amount of excess, as detailed in your Contract Hire agreement and Policy Schedule. Courtesy vehicles Drivers who have already successfully completed PASS PLUS A courtesy car will be provided while your car is being independently do not need to do so again to benefit from the repaired by a RSAM repairer. lower excess, however they will be required to provide RSAM with a PASS PLUS certificate in the event of a claim. The courtesy car supplied will either be a standard three- door or a five-door model. If the courtesy car is not suitable The AA will contact you or your driver to arrange the 25 RSAM will help with transport where possible. training. If you haven’t heard anything or you add a young driver during your agreement, you can book training by A courtesy car supplied by a RSAM recommended repairer calling the AA on 0845 850 1030. 26 RAC breakdown assistance Motability Assist (RAC) UK – 0800 73 111 73 • A replacement car Please see the Useful Contacts section on page 35 for • Overnight accommodation, or onward travel costs a full list of contact numbers. (e.g. taxi fares) up to the value of £100 per person or £300 Your Motability car is covered for breakdown assistance per party whichever is the lesser amount, offered at for the life of your contract. Motability Assist is a Motability Assist’s discretion. comprehensive package of breakdown support provided At home by RAC, specifically for your Motability car. You can rely on Motability Assist to attend a breakdown Motability Assist helpline and roadside staff are specially of your car, either at your home or your place of work. trained to handle your calls and are available 24 hours a day, 365 days a year, if your car breaks down or you have Replacement cars an accident. Assistance can be provided at the roadside If your car is deemed undriveable, a replacement car or at your home throughout the UK. provided by RAC may be available as an option within 24 Please note that your breakdown cover is for the hours of a breakdown or accident attended by RAC. You can Motability car and does not extend to any other car use the car for up to 48 hours during which time you will be you are travelling in. contacted by RAC to discuss your mobility, should your car require more time to repair. Roadside Replacement cars are subject to availability and the terms One free telephone call will bring help at the roadside if your and conditions of the supplying rental firm and your car breaks down or is immobilised. Motability Assist provides Motability contract. These will include: a fast and dependable service to get you going again. • Only those named as permitted drivers on your Certificate Recovery of Motor Insurance are insured to drive If your car cannot be repaired at the roadside, Motability • Production of both sections of a valid driving licence Assist will take it to the nearest accredited repairer, and • Fuel deposit (currently £50) which is refunded provided take up to eight people to a single destination. the car is returned with a full tank of fuel to the hire car In the unlikely event that your car cannot be repaired on the branch spot, we will help to make sure you reach your destination. • Any fines or charges, such as congestion charges, incurred 27 Motability Assist will provide one of the following to get you during the replacement car period are the responsibility to your destination: of the customer. Replacement cars provided will be up to a maximum engine by directional arrows on the marker posts and are usually size of 1.6 litres. However, if you drive a people carrier (MPV) one mile apart. Make your free emergency call (UK – and require recovery, Motability Assist will still ensure that 0800 73 111 73, Republic of Ireland – 1800 535 005), all your passengers can continue their journey. providing as much information as possible, such as: – Your name Fuel and keys – Your car registration number, make and model Please note that you will be responsible for costs incurred as a result of running out of fuel. – Your exact location – The nature of your breakdown If the keys to your car are lost, Motability Assist can arrange for a locksmith to attend; this will, however, be at your cost. – If you or any of the passengers use a wheelchair, need If your keys are stolen, you will need to contact RSAM to urgent medical attention or have other requirements. register a claim. You will need to provide them with a crime • Once you have made your call, remain a safe distance number, which can be obtained from the police. away from the car and the road or motorway. If you are unsure of your exact location and call RAC from your What to do if your car breaks down mobile, they can automatically track your exact location. On the road or motorway As a Motability customer, a specially trained Motability • Try to get your car close to the kerbside, or onto the Assist customer service specialist will handle your call. If hard shoulder, well away from the traffic you need to let anyone know of your delay, Motability Assist • Switch off the engine and put on your hazard will be happy to pass on a message. warning lights Driving in Europe • If it is possible, ensure all passengers leave the car on With the exception of the Republic of Ireland, Motability the side nearest the kerbside or the hard shoulder and Assist does not cover European travel. If you are going to move to a safe position away from the road. If you or your travel in Europe, you must obtain additional breakdown passengers are unable to leave the car, ensure that the cover before you take your car abroad. RAC European vehicle is as close as possible to the kerbside or on the breakdown cover is available to purchase as an optional hard shoulder and remain calm addition to Motability Assist customers; simply call 28 • Leave all animals in the car 0800 731 3310 to arrange. If you choose to travel in • There are emergency phones on the motorway indicated Europe without purchasing European breakdown cover you will be responsible for all recovery charges in the event of a Q Can I fit a tow bar to my car? breakdown. For important information about taking your car abroad, please see page 24. A Yes, make sure you speak to your dealer as they will be able to recommend a fitter and offer you advice on your Republic of Ireland car’s towing power. Motability cars enjoy full cover in the Republic of Ireland. Q Do I need to remove my tow bar at the end of Other benefits of Motability Assist contract? Motability Assist customers can also benefit from A In general, no. However if you want to keep the tow other discounted RAC products, such as: bar you will be liable for the removal costs and any costs relating to reinstating the bodywork to an acceptable • RAC Personal Travel Insurance – please contact condition. RAC European Business Services on 0800 73 133 10 • Free legal advice – call the RAC Free Legal Advice Q What if I have a caravan attached to my car when line on 0870 601 0605 I break down? • Journey planning services – access the RAC’s A If a problem with your car cannot be fixed on the spot, Route Planner and Traffic Information Services your trailer or caravan will be towed to a destination of on rac.co.uk. your choice within a 10-mile radius. Q If I have a breakdown on the roadside, and my caravan requires a repair, can the RAC help? A Unfortunately, as your caravan is not a Motability vehicle, the RAC will not be able to help under the Motability Assist package, and as such you will be liable for the cost of any repairs to your caravan. If you are a member of the Camping and Caravanning Club you can obtain ‘Arrival’ breakdown cover from RAC, which is available at an additional cost. 29 30 Getting your next car We will contact you around three months before your agreement is due to end to advise you how to order a new car and return your old one. Ordering your new car includes a ‘countdown checklist’, answers to frequently We want to make sure that the handover between your old asked questions and an update on what’s changed since and new car is as easy as possible. To make sure your new you last applied for your Motability car. We will also send car is ready in good time, you should contact your dealer you a copy of the current Car Price Guide, but remember that three months before the end of your existing agreement to this only contains a selection of the cars available – use our see what cars may be suitable and take some test drives. online car price tool to search the entire range. At this stage we would advise you to contact a dealer of the make and We offer a firm ‘price guarantee’ to our customers, which model of car you are interested in for further information will ensure that the price you agree with the dealer when and to arrange a test drive. Once you have made your your application is accepted, is the price you pay when decision, complete the online order with the dealer. you collect your car. The price guarantee stands however long it takes for your new car to be delivered. The only case What if delivery of your new car is delayed? where the price may alter is if the car description is changed Unfortunately we cannot guarantee the delivery date of the subsequent to the original application. new car, as delivery arrangements are in the hands of the You will probably find it useful to gather as much manufacturer and dealer. Your dealer will be able to update information as possible on what make or model to choose you on its progress. If there is an unavoidable delay before next. Customers regularly tell us that visiting a number your new car is ready, you may be able to stay in your of dealerships and test driving several cars is extremely current car until the new one is ready. Please contact helpful. Visit motability.co.uk to find your local dealers and your dealer to arrange this. browse our complete range of around 4,000 cars. If you Like your car, and want to buy it after the end need assistance or can’t find exactly what you are looking of the agreement? for, call us on 0845 456 4566 for advice on a range of alternative car models. If you would like to buy your car at the end of your lease, this may be possible, subject to certain conditions. The About three months before the end of your lease, we will purchase price will be available from 12 weeks up until send you a copy of ‘Your guide to getting another Motability eight days before you are due to return your car. For further 31 car’, to help you through the final stages of your agreement. details, note down the exact mileage reading of your car It contains information about the renewal process and and contact us on 0845 456 4566. 32 Customer complaints There are over 580,000 Motability customers and we aim to When making a complaint please provide provide each customer with the highest quality of service • Your full name and/or customer reference number at all times. Unfortunately, sometimes we make mistakes. • Your vehicle registration number If you feel our service has fallen below the standard you • Your full address and daytime contact number expect we would like to hear from you, so we can put things right as quickly as possible. • Full details including names and any correspondence relating to your complaint. What to do if you have a complaint or comment Most complaints or comments are best dealt with by the What to do if you are still not satisfied area most closely involved, so in the first instance please If you are not satisfied with the way any part of Motability’s contact them. For example Motability Operations, RAC, service providers handle or conclude your complaint, you RSAM, individual dealers etc – a list of useful contacts is can contact Motability, the charity who oversee all aspects provided at the back of this handbook. If you are unsure of the scheme, for a full and impartial review. You should about which area you need to speak to, please call our send details to: Customer Services team on 0845 456 4566. Motability, Complaints and Appeals You can make a complaint by telephone, email or by post. If Warwick House, Roydon Road, Harlow, Essex CM19 5PX you are writing a letter or emailing and you would be happy Email: email@example.com for us to call you, please provide your telephone number. If you remain dissatisfied with how your complaint has been We would prefer to talk to you so that we can try to resolve handled or concluded, you may refer the complaint to the your complaint as quickly as possible. Financial Ombudsman Service. Complaints made by telephone will be logged and where You must approach the Financial Ombudsman Service possible, resolved immediately. We aim to respond to within six months of our final response to your complaint: written complaints within four working days. If we are unable to resolve your complaint immediately, we will Financial Ombudsman Service, contact you and let you know what is happening and when South Quay Plaza, 183 Marsh Wall, you can expect a full response. London E14 9SR Tel: 0300 123 9 123 Website: financial-ombudsman.org.uk 33 34 Useful contacts For enquiries about the DLA, contact: For insurance enquiries, contact: For general enquiries Pensions, Disability and Carers Service RSA Motability Customer Services about Motability, Warbreck House Warbreck Hill PO Box 40 New Hall Place, Old Hall Street your Contract Hire Blackpool FY2 0YE Telephone: 08457 123456 Liverpool L69 3SD Telephone: 0500 37 37 37 agreement or your dwp.gov.uk If you have specialist Minicom equipment, please call 0500 64 63 62 car, please contact: Disability Living Allowance (NI) Castle Court Outside UK: +44 (0)151 240 2894 (Lines open 8am – 8pm Monday to Friday, Royal Avenue Motability Operations and 8am – 4pm Saturdays) Belfast BT1 1SL motability.co.uk/insurance City Gate House, 22 Southwark Telephone: 028 9090 6182 Bridge Road, London SE1 9HB dsdni.gov.uk For breakdown assistance, contact: Telephone: 0845 456 4566 For enquiries about the War Pensioners’ RAC Motability Assist Customer Services Mobility Supplement, contact: Thomas Street If you have specialist Minicom Stretford, Manchester M32 0HX equipment, please call our textphone Service Personnel & Veterans Agency Telephone (UK inc. NI): 0800 73 111 73 Norcross number on 0845 675 0009 Text from mobile: 07855 828282 Blackpool FY5 3WP (Lines are open 8.30am to 5.30pm, Republic of Ireland: 1800 535 005 Telephone: 0800 169 2277 (Lines open 24 hours, 365 days a year) Monday to Friday) veterans-uk.info rac.co.uk motability.co.uk For enquiries about the Vehicle Excise Duty For glass enquiries, contact: (VED) exemption, contact: Phone calls may be recorded and Glassline DVLA Customer Enquiries monitored for the purpose of Telephone: 0500 355 355 (Vehicles) Swansea SA99 1BL Outside UK: +44 (0)1234 279853 improving customer services. Telephone: 0300 790 6802 (international dialling rates apply) dvla.gov.uk motability.co.uk/glassline DVLA Northern Ireland For tyre enquiries, contact: County Hall Castlerock Road Motability Tyreline (Kwik Fit) Colerain BT51 3TA Telephone: 0330 123 1531 Telephone: 0845 402 4000 Outside UK: +44 (0)1698 802 022 35 dvani.gov.uk kwik-fit.com Everything you need to know about running your Motability car during your lease Telephone: 0845 456 4566 Lines are open 8.30am to 5.30pm, Monday to Friday. If you have specialist Minicom equipment, call our textphone number on 0845 675 0009 Visit: motability.co.uk Motability Operations Limited is the principal service provider to Motability and the Motability Scheme. Registered Office: City Gate House, 22 Southwark Bridge Road, London SE1 9HB. Registered in England and Wales. Company No. 1373876. MOTHBCAR 06/11
"Car Handbook.pdf - Motability"