handbook - Motability - Car Scheme

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					Wheelchair Accessible Vehicles

everything you need to know about running
your WAV with Motability
    About Motability
Welcome to Motability
We aim to help disabled people and their families become mobile by making
a wide range of vehicles available through affordable lease (Contract Hire) and
Hire Purchase agreements. Powered wheelchairs and scooters are also available.
Motability was set up by the Government         Your Wheelchair Accessible Vehicle
in 1978, and since then it has helped over 2    Your Wheelchair Accessible Vehicle (WAV)
million people become mobile. Motability        is based on a standard vehicle that has been
Operations is the company responsible for       converted to allow wheelchair access. You
finance, administration, and maintenance        will have been assigned a managing dealer       If you would
of Motability cars. When you lease a car        who is there to look after the service and      like a copy of
with Motability, all or part of your mobility   maintenance of your vehicle throughout the
benefit (Higher Rate Mobility Component         course of your lease. Your WAV converter will   this handbook
of the Disability Living Allowance, or War      also be on hand should any elements of the      in large print or
Pensioners’ Mobility Supplement) is paid        conversion require any maintenance.             an alternative
directly to Motability Operations for the
length of the agreement.                                                                        format/language,
                                                                                                please call
 Your WAV converter is:                                                                         our Customer
                                                                                                Services team on
                                                                                                0845 456 4566.

 Your managing dealer is:

Welcome                                   6    Legal liabilities                               22
Your handbook                             7    Uninsured loss recovery                         22
                                               Changing or adding a driver                     22
Your worry-free motoring package          8
                                               Business use of the vehicle                     23
What’s included                           9
                                               Voluntary driving                               23
On the road with Motability              10    Taking your WAV abroad                          23
Taxing your WAV                           12   No-claim discount                               23
Servicing                                 12   What you are not covered for                    23
Motability dealers                        13   Repairing your WAV                              24
Maintaining your WAV                      13   If your WAV is lost or stolen                   24
Mechanical issues and warranty repairs   14    Young driver training                           24
Accident repairs                         14    Change in your medical condition                25
Tyre repair and replacement              14    If you are involved in a accident               25
Glass                                     15
                                               RAC breakdown assistance                        26
Wear and tear                            16
                                               Motability Assist                               27
General condition                        16
                                               Roadside                                        27
Oil leaks                                16
                                               Recovery                                        27
Exhaust system                           16
                                               At home                                         27
Adding adaptations during your lease     16
                                               Onward travel                                   27
Good Condition Bonus                      17
                                               Courtesy vehicle                                27
Modifications                             17
                                               Fuel and keys                                   28
Personal number plates                    17
                                               What to do if your car breaks down              28
Additional costs                          17
Leaving Motability                       18    Getting your next WAV                           30
                                               Ordering and delivery                            31
Insurance                                20
Key information                           21   Customer complaints                             32
Courtesy vehicles                         21   What to do if you have a complaint or comment   33
Personal Accident cover                  22
                                               Useful contacts                                 34
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.
This handbook is designed to guide you          or information with a single telephone call.
through the Contract Hire agreement for         Alternatively, feel free to call your managing
your Wheelchair Accessible Vehicle (WAV).       dealer, whose details are listed on the inside
It includes information about your insurance,   front cover.
maintenance and breakdown cover, as
well as answering many frequently asked         We hope you will find this handbook useful,
questions. We have also provided addresses      and suggest that you keep it somewhere
and telephone numbers for other contacts        handy, such as in the glove compartment          We wish you
you might need, so you can get the right help   of your car, so you can refer to it in future.
                                                                                                 many miles
                                                                                                 of happy
                                                                                                 in your

    Your worry-free motoring package
Leasing a WAV through Motability opens the door to years
of worry-free motoring.

Your regular single payment to us          • Services of a national network            a higher excess. Full details can be
provides you with:                           of nearly 5,000 Motability dealers        obtained on application and are given
• A new vehicle of your choice every       • Single, one-stop customer helpline        in your Contract Hire agreement and
  five years for Wheelchair Accessible                                                 the policy schedule that is sent to
                                           • Where possible, help with transport
  Vehicles (three years for Nearly New                                                 you together with the Certificate
                                             whilst your car is being serviced
  WAV agreements)                                                                      of Motor Insurance)
                                             or repaired.
• Insurance from RSA Motability (RSAM)                                               • Any fines, such as parking or speeding
• Personal Accident cover for the driver   What you need to budget for               • Cover for theft or damage to
  and passengers                                                                       personal belongings in the car is
                                           • Fuel and consumables, such
                                                                                       excluded. This includes wheelchairs,
• Full breakdown assistance                  as washer fluid
                                                                                       hands-free phone kits, coats, mobile
• Servicing, maintenance and repairs       • Any optional extras not fitted            phones, money etc.
• Tax disc delivered to your home each       as standard to your chosen car
  year (excludes Northern Ireland and      • The cost of some adaptations            As with any car leasing scheme, the
  Isle of Man)                               you require.                            WAV remains our property throughout
• All replacement tyres                                                              the agreement, and you need to return
• Window or windscreen repair              Other costs you may also need             it to us in good condition at the end of
  or replacement                           to consider                               your lease. The vehicle should be used
                                           • You will need to pay the first £75 of   by, or for the benefit of, the disabled
• An allowance of 100,000 miles over
                                             any claim for loss or damage, known     person who qualifies to lease a car
  the five years of your agreement
                                             as an insurance excess. (Some cars      through Motability.
  (or 60,000 for Nearly New WAV
  agreements) - additional miles             and customers, such as young and
  charged at 5p per mile                     inexperienced drivers, may attract
     On the road with Motability
We want to help make sure your experience as a Motability customer is enjoyable
and hassle-free. Throughout your agreement, we ask you to help us by making sure
your WAV is safe and in good order. As well as helping you to experience trouble-
free motoring, this helps us sell the WAV 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 WAV must not be used as a taxi or
agreement                                         delivery vehicle. However, cover can be
• Motability Operations remain the legal          arranged for most other occupations.
  owners of the WAV throughout                    See ‘Business use of the vehicle’ on page 23    Across the
  the agreement                                 • If you change your name, move house or          UK, there are
• The WAV should be used by, or for the           where the place the WAV is kept, please
                                                  tell us immediately by updating your details    nearly 5,000
  benefit of, the person who qualifies
  for a Motability WAV                            at or calling our          dealer partners
• You must keep the WAV under your control
                                                  Customer Services team on 0845 456 4566         who provide
  and not lend or sell it to anyone else        • If you need to fit any adaptations to your      the servicing,
                                                  WAV you will need to inform us first and
• Only drivers named on your Certificate of
                                                  use a Motability adaptations partner. To find   maintenance,
  Motor Insurance as permitted drivers may
  drive your WAV. If you intend to drive your
                                                  out details please call our Customer Services   and repairs for
                                                  team on 0845 456 4566.                          Motability.
  Motability WAV you must be named as a
  permitted driver on the certificate. Please
  call RSAM on 0500 37 37 37 if you need to
  change permitted drivers during your lease

     Taxing your WAV                                                     Servicing
     Upon delivery of your new Motability WAV, it will already be        Regular servicing recommended by the manufacturer of
     taxed for the first year. On the 20th day of the month before       your vehicle (either at a set point during your lease or at a
     your tax disc expires, we will automatically send your new tax      pre-defined mileage limit, as set out in your manufacturer
     disc to you in the post. If your vehicle registration document      handbook), and any maintenance repairs necessary due to
     (V5c) is sent to you by the DVLA, please ensure that you send       general wear, are included in your agreement at no extra cost.
     it to us as soon as possible so that we are able to tax your WAV.   Where any additional work is required, your managing dealer
                                                                         will check with us before it is carried out. Please note that the
     If you change your address please update your details in the        length of a service can vary depending on the amount of work
     ‘Customer Zone’ at or 0845 456 4566            that is required, so you may need to organise transport home
     to prevent your tax disc from being sent to your old address.       to avoid a long wait at the dealership.
     You are responsible for ensuring that a valid tax disc is on
     display in your vehicle.                                            Your Motability WAV will need an MoT test three years into
                                                                         your lease. Following this, your WAV will undergo an MoT test
     If you receive a V11 (Vehicle Licence Application) from the DVLA    every 12 months as part of your regular vehicle service.
     please call Customer Services on 0845 456 4566 as soon as
     possible as this is a good indication that we haven’t been able     You will only need to pay for repairs if they are not covered
     to tax your WAV for some reason.                                    either by the above, or as defined in your Cover Booklet. For
                                                                         further information about repairs, please see ‘Repairing your
     If you live in Northern Ireland or the Isle of Man, you are         WAV’ on page 24.
     responsible for renewing your WAV tax each year of your
     agreement. As a recipient of the higher rate mobility allowance,    For adaptations fitted through the Motability Managed
     your Motability car will automatically receive the benefit of       Adaptations Programme, your installer will notify you if any
     your Vehicle Excise Duty (VED) exemption (i.e. free tax disc).      regular maintenance is required. If this is the case, it will be
     You can get a leaflet explaining VED exemption by contacting        included as part of your worry-free package.
     the Disability and Carers Service on 08457 123456 or the
     Service Personnel and Veterans Agency on 0800 169 2277.             Regular servicing and maintenance for your Wheelchair
                                                                         Accessible Vehicle (WAV) is provided by the manufacturer’s
                                                                         network of dealerships, e.g. Renault Kangoo WAVs should be
                                                                         taken to a Renault dealer. You will be sent a letter assigning you
12                                                                       to your nearest dealer, or you can use our online ‘Find a Dealer’
tool to search for other local dealerships. For maintenance or      • A courtesy car while your WAV is at the dealership (please
repair of conversion items (winches, ramps etc), please contact       note that this is subject to availability, and a wheelchair
your specialist WAV converter.                                        accessible courtesy vehicle may not be available due to
                                                                      the specialist nature of WAV conversions).
Please make sure your dealer completes and stamps your
vehicle’s service book after every service. Keep this safe and      If your WAV is fitted with locking wheel nuts, please check
in good condition, as it may be needed in future to prove the       when taking delivery of your WAV that you know where the
vehicle has had regular servicing.                                  key is (your converter will be able to advise you), and that you
                                                                    bring it with you every time you have a service or visit a Kwik
Motability dealers                                                  Fit centre.
Across the UK, there are nearly 5,000 dealer partners who
provide cars, servicing, maintenance, and repairs for Motability.   Maintaining your WAV
The majority of our dealers have achieved Premier Partner           To help ensure your WAV is safe and does not break down
status, which recognises a consistent level of excellence in        unexpectedly, you should make sure it is regularly maintained
customer service. All our dealers are continually monitored and     as set out in the manufacturer’s handbook. This will include the
take part in ongoing training to ensure they are kept up-to-date    following regular checks:
with all aspects of Motability.
                                                                    • Engine oil
Your managing dealer provides:                                      • Windscreen washer fluid
• Test drives                                                       • Engine cooling system
• Free fluid level checks                                           • Lights
• Free wash and vacuum after any service or repair.                 • Tyres are not worn below the legal limit
                                                                    • Tyres are at the right pressure – including the spare.
With sufficient notice, your dealer may also be able to
provide either:                                                     You should also do the following:
• ‘While you wait’ servicing and repair                             • Wash the WAV regularly to maintain its paintwork
• Collection and delivery of your WAV                               • Ensure all faults are put right quickly
• Transport from, and back to, the dealership, or...                • Respond to any manufacturer recall, e.g. if a faulty part
                                                                      needs replacing.
     As with all vehicles, your WAV will receive an MoT test              actually required. In many cases, if the damage is minor, you
     three years into your agreement, and then on an annual               may not need to lodge a claim for repair, saving you time and
     basis until the end of your lease agreement. Your managing           money. However, if you would prefer to have the damage
     dealer will contact you to arrange a convenient time for your        repaired, you can make a claim through RSAM. The excess for
     appointment.                                                         each claim will be £75, unless agreed otherwise. Higher excesses
                                                                          apply for young or inexperienced drivers.
     If you have any queries about maintaining your WAV, please ask
     your managing dealer.                                                Please don’t make any attempt to make the repair yourself. If
                                                                          damage is as a result of more than one incident, multiple claims
     Mechanical issues and warranty repairs                               will be needed. For more information refer to the relevant
     If you have any mechanical issues with your WAV, you will need       Cover Booklet or contact RSAM on 0500 37 37 37.
     to contact either your WAV converter or your managing dealer,
     depending on the nature of the issue.                                Tyres: Kwik Fit Tyreline – 0330 123 1531
                                                                          For no extra cost, we will replace tyres worn or damaged
     If the problem is with an aspect of the vehicle’s conversion,        through normal use. Puncture repairs, including wheel balance,
     it will need to be discussed with the WAV converter, such            are also covered at no extra charge if you use Kwik Fit,
     as wheelchair tie downs or a winch. If the issue is with an          Motability’s approved supplier.
     element of the base vehicle that has been converted, such
     as the engine or transmission, it will need to be reported           In addition, Kwik Fit provides Motability customers with:
     to your managing dealer.                                             • Free replacement of stolen or vandalised tyres
                                                                          • Repairs usually carried out while you wait
     Any repair that is caused by either general wear or mechanical
     fault is covered, except if there is evidence of neglect or          • A mobile service facility: Kwik Fit can replace tyres at your
     misuse. Your dealer should keep you informed of the repair’s            home at no extra cost, by appointment. With a fleet of 230
     progress and let you know if there are any unavoidable delays.          mobile technicians operating nationwide, you can schedule
     If you feel that a repair has not been handled effectively, please      a Kwik Fit Mobile technician to come to your home and
     contact us on 0845 456 4566.                                            change your tyre. However, please note that this is not an
                                                                             emergency service, and can often take longer than if you
     Accident repairs                                                        were to have the tyre changed directly at a centre.
     If your WAV is damaged, before you take any action to repair
14   it, please contact RSAM for advice on whether the repair is
Wherever possible, do not drive your WAV on a punctured   Replacing tyres while abroad
tyre. Don’t forget you can also get help from RAC with    Call the Tyreline for advice before you travel, and if you need
changing a punctured tyre for the spare.                  tyres replaced while you are outside the UK:
                                                          • If possible use a Kwik Fit site. The Kwik Fit group operates
                                                            over 2,500 service points across Europe. Whilst abroad you
                                                            can call the Tyreline on +44 (0)1698 802 022
                                                          • If you have to buy tyres while abroad keep the receipt and
                                                            contact Kwik Fit on your return, as you may be entitled to
                                                            a refund.

                                                          Glass – 0500 355 355
                                                          Glass repair or replacement (excluding sunroofs) is provided
                                                          free of charge by RSAM’s approved supplier. To arrange an
                                                          appointment at a nearby repair centre, or arrange for a mobile
                                                          repairer to come to you, please call the RSAM Glassline on
                                                          0500 355 355. You will need to tell the repairer that you are
                                                          a Motability customer and present your Certificate of Motor
                                                          Insurance to the repairer.

                                                          If your sunroof is accidentally damaged, please contact RSAM
                                                          on 0500 37 37 37 for advice.

                                                          Please attend to any windscreen damage as quickly as possible,
                                                          as damage may impair your view of the road. In many instances,
                                                          if a chip is smaller than the size of a pound coin, our approved
                                                          supplier can perform a specialist repair rather than completely
                                                          replacing the glass. If left untreated, moisture, frost and dirt can
                                                          cause the damage to worsen beyond repair. The sooner you
                                                          call, the more chance there is that our supplier will be able
                                                          to save your windscreen. And by repairing your glass rather
                                                          than replacing it, you’ll be helping our supplier’s initiative to      15
     save over 4,500 tonnes of waste glass and 12,000 tonnes of CO2       Underside of your car
     equivalent emissions.                                                Many WAVs have lowered floors which result in reduced
                                                                          ground clearance, and as a WAV user you should take extra
     Chips or cracks in the windscreen directly in front of the           care when travelling on uneven roads or places with speed
     driver, in the area swept by the wiper blades, are considered        bumps. We understand normal wear and tear will affect the
     dangerous if they are more than 10mm in diameter. In the rest        underside of your WAV but any serious damage or distortion
     of the windscreen wiper swept area, up to 40mm damage is             to the underside of your WAV, such as the chassis or engine,
     acceptable. Please note that the standard excess will apply if       will not considered to be fair wear and tear. If you suspect
     RSAM’s approved supplier is not used.                                any such damage during use, please contact your managing
                                                                          dealer immediately.
     Wear and tear
     With use, all vehicles will show signs of wear and tear and in       Oil leaks
     many cases a repair is not essential. We can provide advice to       Please report any oil leaks to your dealer, who will make
     help you ensure your WAV remains safe and in good working            the repairs free of charge as part of the normal servicing
     condition. Unavoidable minor damage caused by a wheelchair or        arrangements under your agreement. You will be responsible
     any other mobility aid will be accepted as general wear and tear.    for damage caused by an oil leak that has not been reported
                                                                          as early as it could have been.
     General condition
     In terms of bodywork, wheels, interior trim and luggage areas,       Exhaust system
     we would again expect that years of motoring would result            Normal deterioration of the exhaust system is inevitable.
     in some general wear and tear, light scuffing and scratching or      However, damage to the exhaust system and catalytic
     stone chipping. However, certain levels of more serious damage       converter due to heavy impact or the use of the wrong
     would not meet our expected standards. These include deep            type of fuel, is not regarded as fair wear and tear.
     dents and scratches on bodywork that go through to the metal;
     severe cracks on bumpers and mirror housings; irreparable            Adding adaptations during your lease
     damage such as deep burns or tears to the interior; or heavy         We will be aware of any adaptations fitted to your WAV at
     gouges to alloy wheels or plastic trim.                              the start of your agreement. However, during your agreement,
                                                                          should you choose to add any extra adaptations to your WAV,
     If you are in any doubt about the level of repair required, please   you will need to inform RSAM and Motability Operations first,
     contact RSAM on 0500 37 37 37 and they will confirm what             to ensure you have adequate insurance. Only a Motability
16   action to take.                                                      adaptations partner should fit and/or remove adaptations. For
more information on the types of adaptations available, visit      the DVLA prior to hand back. Remember to contact your to download our guide to adaptations,         dealer three months prior to the end of your contract to
or call 0845 456 4566 to request a copy.                           arrange the removal of your personalised number plates.

Good Condition Bonus                                               Additional costs
If you return your car in good order at the end of the
agreement, you may receive a Good Condition Bonus,                 Excess mileage
currently £250.                                                    The Motability lease package includes a mileage allowance of
                                                                   100,000 miles for your five year WAV agreement (60,000 for
The Good Condition Bonus is paid out a few weeks after the         Nearly New WAV agreements). If you drive more than this, you
car is returned. All decisions concerning the bonus process will   will be charged 5p for each extra mile.
be taken at our discretion.
                                                                   We will take a reading whenever your WAV is serviced for our
Modifications                                                      records, and if when you return the WAV at the end of your
Before adding any other accessories or making modifications        contract the total mileage is higher, you will receive an invoice
to your WAV, you should get agreement from Motability              for the excess mileage. If you receive an invoice when you hand
Operations and then notify RSAM. Should such modifications         back your WAV, please contact our Customer Service team on
be made without our agreement you risk invalidating your           0845 456 4566 to discuss payment.
insurance and you will be asked to remove them and return
the car to its original specification at your cost.                Repudiated claims
                                                                   Your insurance and loss and damage protection will be
Personal number plates                                             invalidated if you do not comply with the policy conditions,
You can fit personalised number plates to your WAV, but            for example allowing your WAV to be used by an uninsured
please call us on 0845 456 4566 if you wish to do so. This is      driver. This will result in your claim being declined by RSAM.
important, as your personalised plate details will need to be      In this situation, we will invoice you for the cost of repairs or
on your tax disc. We can process the administration through        the write-off value of the WAV and RSAM will look to recover
the DVLA, and we will also update RSAM with your new details.      from you any financial loss that they may have incurred. It is
                                                                   therefore important that you are fully aware and comply with
It will be your responsibility to display the correct number       the conditions, which are detailed in the Cover Booklet.
plate and tax disc on your WAV, and also to ensure that your
personalised number plate is removed and re-registered with                                                                            17
     Environmental impact                                                 • Lending, sub-leasing or selling the WAV
     Carbon emissions can affect the environment. However, the            • Using the WAV for unauthorised business purposes
     way we drive can help to reduce the impact our motoring.
                                                                          • Failing to take proper care of your WAV.
     Over the page are some useful tips, and you can find more
     information at
                                                                          We follow up all information and where serious misuse is found
     • Avoid unnecessary journeys: your engine runs more                  or the damage is severe, the agreement may be cancelled. You
        efficiently when it’s warm so it’s better to do one long trip     may be prevented from getting a car through Motability in
        than lots of short ones                                           the future, and we may also invoice for the cost of repair or
     • Drive smoothly and in a higher gear: you’ll use less fuel and      estimated loss in sale value.
        do less damage to the environment
     • Check your tyres and keep them at the recommended                  You can report any concerns to us on 0845 456 4566 or at
        pressure: this will reduce resistance, meaning your engine will via the ‘Contact Us’ section.
        have to work less hard, thereby reducing CO2
                                                                          Leaving Motability
     • Keep your windows closed to reduce drag: your WAV won’t
        have to work so hard, and as a result, will use less fuel
                                                                          Handing back your old WAV
     • Minimise use of climate control: air conditioning increases        During the last few months of the agreement, you’ll need to:
        fuel consumption and therefore increases emissions.
                                                                          • Ensure your WAV has had an MoT test. Your dealer will
                                                                            contact you two months before the end of your contract
     Help us to protect Motability
                                                                            to arrange this. The MoT certificate will be sent to Motability
     To safeguard the integrity of Motability and keep costs down
     for the benefit of customers, misuse or improper care of WAVs
     is something we take very seriously and follow up.                   • You don’t need to remove adaptations, but if you want to,
                                                                            please ensure you arrange this with a Motability adaptations
     As a Motability customer, you are responsible for making sure          partner
     the vehicle is used for the benefit of the disabled person,          • Leave all key numbers, radio codes and immobiliser codes
     whether they are in the WAV or not, and meet the terms and             with the car
     conditions of your agreement. Forms of misuse include:               • If you have a personalised plate, it is your responsibility to
     • Denying the disabled person the benefit of the WAV                   ensure that it is re-registered with the DVLA and that your
     • Driving whilst uninsured or banned                                   car is handed back with an age-related number plate. For
18                                                                          further advice, please call us on 0845 456 4566.
     • Using the vehicle in any criminal act
Please ensure when you handback your WAV that any                   We will require some details from you, including confirmation
documentation and equipment that was given to you                   of whether you will be applying for a replacement vehicle.
with the car is also returned, such as:                             Once we have received all the necessary information, we will
• Service Book                                                      review your request and confirm our decision with you.
• Spare Key
                                                                    Please note that if you cancel your agreement we may have to
• Key to locking wheel nut                                          charge an administration fee to cover our costs. Any advance
• Radio code                                                        payment you have paid may be refunded on a pro-rata basis,
• Key code.                                                         less any administration fee, where applicable.

Car tax expiry for non-mainland customers                           If however, we cancel your agreement because you have failed
If you live in Northern Ireland or the Isle of Man, you will        to comply with the terms and conditions of your agreement,
need to check if your car tax expires before the end of your        no refunds will be made to you, and you will be charged an
agreement. If it does, you will need to re-tax your WAV on          administration fee.
time. You should check that you have at least two spaces left
on your tax exemption certificate (DLA404 or WPA442). If you        We may continue to receive your allowance until you have paid
do not have two spaces left, please contact the Disability Living   us any amount you owe. Also, you may not be able to lease
Allowance (NI) on 028 9090 6182.                                    another vehicle through Motability. If you have any questions,
                                                                    please contact us on 0845 456 4566.
Ending your agreement early
You have agreed to lease your WAV for the full length of the        If a Motability customer dies
agreement. If however, you have a valid reason to end your          Should a customer die during their lease, a family member
agreement early, please contact us on 0845 456 4566, or write       should contact us as soon as possible on 0845 456 4566. We
to us at the following address:                                     will arrange for the vehicle to be collected at a convenient
                                                                    time. In the interim, permitted drivers can continue to make
Motability Operations                                               use of the WAV for journeys in connection with the affairs of
Customer Contracts Department                                       the customer. The WAV will continue to be insured until it is
Bristol Park House, Bristol Business Park                           collected by us.
Coldharbour Lane, Bristol BS16 1EJ

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 &              The cover includes:
SunAlliance Insurance plc who provide aspects of your                 • Loss of, or damage to your WAV
cover, 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 insurance         • Repair or replacement glass
and loss and damage protection. Please take time to read the          • In car equipment (such as a radio or CD player) permanently
Cover Booklet for full details. Please also refer to the key points     fitted or supplied with the WAV as standard
from the Contract Hire agreement on page 11 of this handbook,
                                                                      • Adaptations and modifications which are needed and which
or look online
                                                                        we have agreed to and which RSAM have been informed
Key information
When completing your application with your WAV converter,             • Any accessories or tools supplied with the WAV
you will be asked to nominate your chosen drivers.                    • Replacement locks where keys have been stolen and the
• Only drivers approved by RSAM and named as permitted                  theft reported to the police.
  drivers on your Certificate of Motor Insurance are insured
  to drive                                                            If you have an accident, regardless of fault, please contact
                                                                      RSAM on 0500 37 37 37 as soon as possible to enable us to
• If you intend to drive your Motability WAV you must be
                                                                      help get you back on the road as quickly as possible
  named as a permitted driver on the certificate
• Other drivers are not allowed. Even if they have fully              Courtesy vehicles
  comprehensive insurance which provides cover to drive               If your Motability WAV is undriveable for five days or more
  other cars, they are not covered to drive your                      after an incident of loss or damage, we will aim to provide
  Motability WAV.                                                     you with a courtesy vehicle. However, please note that due
     to the specialised and converted nature of WAVs, it may not         Changing or adding a driver
     be possible to provide you with a like-for-like wheelchair          The permitted drivers named on the Certificate of Motor
     accessible courtesy vehicle. If this is not possible, or your WAV   Insurance are the only people allowed to drive the WAV. You
     is likely to be off the road for less than five days, then RSAM     can select up to two drivers, one of whom may be yourself.
     will endeavour to find an appropriate alternative solution          Even as the hirer of the WAV, you are not automatically
     where possible, for example wheelchair accessible taxis. If a       covered as a permitted driver. You must ask for this cover
     courtesy vehicle is not suitable for your needs, you may be able    when applying or once your agreement is live. Once the
     to claim for loss of use benefits, excluding the first week.        agreement is live, only you, the hirer, can request changes to
                                                                         the permitted drivers. In order to consider your request, RSAM
     Personal Accident cover                                             will need details of the new driver, including driving licence
     In the event of an accident which causes death, loss of limbs       number, motoring convictions and any previous loss, damage
     and/or permanent loss of sight in one or both eyes, cover           or insurance claims. You will also need to confirm the driver has
     is provided up to a limit of £5,000 for the driver and any          given their consent for us to check their details as they will be
     passengers.                                                         validated against the DVLA database. There is no limit to the
                                                                         number of times you can change your permitted drivers.
     Legal liabilities
     Cover includes your legal liabilities, and those of your            To change your permitted drivers please call RSAM
     permitted drivers and passengers for accidental death,              on 0500 37 37 37.
     accidental injury, and accidental damage arising from the
     use of your WAV, or a trailer attached to it.                       You may be able to call RSAM and nominate a third driver,
                                                                         subject to some restrictions, at an additional cost. If your
     Uninsured loss recovery                                             circumstances change and you no longer need a third driver,
     Uninsured losses are any items that are not covered by your         you may be entitled to a refund. New drivers may not lawfully
     insurance. For example, your excess, injuries and taxi fares.       drive until they have received an amended Certificate of Motor
     If you are involved in an accident caused by someone else           Insurance from RSAM.
     who has been identified, RSAM will attempt to recover your
     uninsured losses from them – simply call 0500 37 37 37 as           If a permitted driver is convicted of a motoring offence during
     soon as possible. If you are injured, RSAM will also act on your    the agreement, you must advise RSAM immediately as this may
     behalf by appointing solicitors to act for you. You may need to     invalidate your protection.
     provide proof of your losses. Recovery of uninsured losses may
     take some time, and in some cases may not be possible.
Only one permitted driver can be under the age of 21, and             • For other countries not listed, please contact RSAM at least
drivers under the age of 25 are restricted to cars up to the            three weeks in advance of your journey. RSAM will consider
Association of British Insurers (ABI) Car Group 18 (1 to 50 scale).     your request and there may be an additional charge
For more information on ABI car grouping, please contact RSAM,        • For all foreign travel, you will need a VE103 (Vehicle on Hire
or see the ABI website at              form) to be issued to you. Please call 0800 731 3310 to
                                                                        request a form, at least three weeks before you depart.
Business use of the vehicle                                             The certificate will cover you for 12 months
Travel to and from your normal workplace is included in your
                                                                      • You should have European breakdown cover for foreign
insurance cover. If you need to use the WAV for business
                                                                        travel, otherwise you could be responsible for any recovery
purposes, you can arrange business use cover for most
                                                                        charges. See ‘Driving in Europe’ section on page 29
occupations. This is straightforward, please contact RSAM
on 0500 37 37 37.                                                     • If you need to contact RSAM while abroad, please telephone
                                                                        +44 (0)151 240 2894
Business use cover will not apply until you receive a new             • Cover for legal expenses and replacement locks is not
Certificate of Motor Insurance showing this cover, even if              available while abroad.
you have had a previous Motability car.
                                                                      No-claim discounts
Voluntary driving                                                     Motability does not provide for any no-claim discounts.
You can drive your WAV for voluntary or charitable work such          However if you decide to leave Motability, RSAM can provide
as for Meals on Wheels or hospital visiting without obtaining         a letter confirming your claims history with Motability if
permission, provided you are not contractually employed               required. For more information, call RSAM on 0500 37 37 37.
(receive a fixed regular payment) by the organisation.
                                                                      What you are not covered for
Taking your WAV abroad                                                Below is a summary of the main exclusions within your
• Your lease agreement allows you to take your WAV abroad             insurance and loss and damage protection cover. For the full
  within the European Union and to Croatia, Iceland, Norway,          list of areas not covered, please refer to your Insurance
  Switzerland and Liechtenstein free of charge for up to 90           Cover Booklet.
  days in any 12-month period                                         • An excess (amount payable by you) of £75 for any loss or
• You do not need a Green Card for these countries, but                  damage to the vehicle – Higher excesses apply for young
  you should take your Certificate of Motor Insurance                    or inexperienced drivers. Details are given in your Contract
         Hire agreement and the Policy Schedule. If the WAV can be       Repairing your WAV after an accident
         repaired you must pay the excess for each individual incident   Following an accident please contact RSAM on 0500 37 37 37
         before the repair starts                                        who will assess the extent of the damage to the WAV.
     •   Loss of keys – you’ll be responsible for the cost of any        They will advise you whether repairs need to be carried out
         replacement keys and in some circumstances, replacement         or not. In all cases after an accident, you will be entitled to
         locks                                                           make a claim as per normal. The WAV will only be repaired to
                                                                         its original specification. Damage to non-standard equipment
     •   Personal belongings – you will need to arrange your own
                                                                         or modifications, fitted without RSAM’s agreement, are not
         insurance cover for personal items such as wheelchairs,
                                                                         included in this cover.
         hands-free phone kits, coats, mobile phones, money etc.
         One option is to extend your household insurance
                                                                         If your WAV is lost or stolen
     •   Non-standard equipment or modifications – this means any        If your WAV is stolen or taken without your permission:
         non-standard controls, audio or other equipment fitted to
                                                                         • Notify the police immediately, giving them as much detail
         the WAV, which are not essential to enable you to use the
                                                                            as possible, and remember to obtain a crime reference or
         vehicle, or have been fitted without Motability and
                                                                            log number. Then contact RSAM on 0500 37 37 37 who will
         RSAM’s agreement
                                                                            advise you on what to do next
     •   Fair wear and tear – you do not need to make any repairs
                                                                         • The car may be deemed written-off if it is not recovered
         to damage which is within fair wear and tear – see page 14.
                                                                            within four weeks from the date of the theft.
         If you choose to repair, this cannot be included in an
         insurance claim
                                                                         Young driver training
     •   Driving other vehicles that have not been approved – you        Permitted drivers under 25 who are named on the Certificate
         are not covered under your agreement to drive any other         of Motor Insurance are eligible for PASS PLUS, an additional
         vehicle, unless it has been provided or approved by us          driver training course delivered by the AA. The 6 hour course,
     •   Unauthorised and uninsured drivers – only those drivers         free to Motability drivers aged between 16 and 24 years old, has
         shown on your Certificate of Motor Insurance as permitted       been specifically designed to teach young drivers to drive more
         drivers are covered to drive. If you drive the WAV, or allow    safely. Young drivers who successfully complete the training
         the WAV to be driven, and the driver is not shown as a          will be asked to pay a lower amount of excess, as detailed in
         permitted driver on your Certificate of Motor Insurance, you    your Contract Hire agreement and Policy Schedule. Drivers who
         may be held responsible for any loss or damage that occurs      already have successfully completed PASS PLUS independently
         and excluded from leasing another car through Motability.       do not need to do so again via this scheme to benefit from the
lower excess, however they will be required to provide RSAM          • If anyone is injured, or damage has been caused to other
with a PASS PLUS certificate in the event of a claim.                  property, you must show your Certificate of Motor Insurance
                                                                       to the police or to anyone involved in the accident. If you
If you expressed an interest in PASS PLUS when you applied             cannot do this at the time, you must report the accident
for your vehicle, then the AA will contact you or your driver          to the police and show them your Certificate of Motor
shortly, if they haven’t already. If you haven’t heard anything or     Insurance no later than 24 hours after the accident
you add a young driver during your agreement, you can book           • In the event of any accident always call RSAM as soon as
training by calling the AA on 0845 850 1030.                           possible on 0500 37 37 37 to report the incident and register
                                                                       a claim
Q Who do I need to tell if my medical condition changes?
                                                                     • If you cannot drive your car as a result of an accident, please
A If your medical condition has worsened since your licence            contact RAC who will recover the car to the repairer
was issued or you develop a new medical condition that may
                                                                     • RSAM have a network of repairers across the UK. RSAM will
affect your driving, you must inform the DVLA. If the DVLA do
                                                                       keep you up-to-date with the progress of repairs to your car
impose any restrictions on your licence, you must inform RSAM
immediately on 0500 37 37 37.                                        • Send all correspondence you receive concerning the accident
                                                                       to RSAM claims department
If you are involved in an accident:                                  • It is important that all drivers fully co-operate with RSAM
• If any permitted driver (which may include you) is involved          during investigations of the claim. Failure to co-operate could
   in an accident, they must not admit fault or deny the claim,        result in your claim being declined and excluded from leasing
   negotiate, or promise to pay the claim, without written             with Motability.
   permission from RSAM
• You should exchange details with the other driver involved         Don’t forget – within your tax disc holder there is information
   and each provide your name, address, phone number, vehicle        and useful contacts to help you in the event of an accident.
   registration and name and address of RSAM. If you cannot          It also contains space for you to write your insurance
   give your details immediately, you will need to report the        information, which can be torn off and given to the other
   accident to the police within 24 hours. If the other driver       party involved.
   cannot or will not provide their details, you must obtain their
   vehicle registration number, make, model and colour
   of their vehicle

     RAC breakdown assistance
Motability Assist (RAC) UK – 0800 73 111 73                         Onward travel
Your WAV is covered for breakdown assistance for the life           In the event that your WAV cannot be repaired on the spot,
of your contract.                                                   onward travel will ensure you reach your destination. Taking
                                                                    account of your needs and journey plans, Motability Assist will
Motability Assist is a comprehensive package of breakdown           provide one of the following to get you to your destination:
support provided by RAC, specifically for your Motability           • A replacement car
vehicle. Motability Assist helpline and roadside staff are
                                                                    • Overnight accommodation or onward travel costs (e.g. taxi
specially trained to handle your calls and are available 24 hours
                                                                       fares) up to the value of £100 per person or £300 per party,
a day, 365 days a year, if your WAV breaks down or you have an
                                                                       whichever is the lesser amount, offered at Motability
accident. Assistance can be provided at the roadside
                                                                       Assist’s discretion.
or at your home throughout the UK.
                                                                    Courtesy vehicle
Please note that your breakdown cover is for the Motability
                                                                    If your Motability WAV is undriveable for five days or more after
vehicle and does not extend to any other car you are
                                                                    a break down and requires further repair, we will aim to provide
travelling in.
                                                                    you with a courtesy vehicle. However, please note that due to
                                                                    the specialised and converted nature of WAVs, it may not be
                                                                    possible to provide you with a like-for-like wheelchair accessible
One free telephone call will bring help at the roadside if your
                                                                    courtesy vehicle. If this is not possible, or your WAV is likely to
WAV breaks down or is immobilised. Motability Assist provides
                                                                    be off the road for less than five days, then we will endeavour
a fast and dependable service to get you going again.
                                                                    to find an appropriate alternative solution where possible, for
                                                                    example wheelchair accessible taxis.
If your car cannot be repaired at the roadside, Motability Assist
                                                                    Courtesy vehicles are subject to certain terms and conditions.
will take it to the nearest accredited repairer, and take up to
                                                                    These include:
eight people to a single destination.
                                                                    • Only those named as permitted drivers on your certificate
At home                                                               of motor insurance are insured to drive
You can rely on Motability Assist to attend a breakdown             • Permitted drivers must have held a full licence for at least
of your WAV, either at your home or your place of work.               one year
                                                                    • Production of a valid driving licence
     • Fuel deposit (currently £50) which is refunded provided                position away from the road. If you or your passengers are
       the courtesy vehicle is returned with a full tank of fuel              unable to leave the WAV, ensure that the vehicle is as close
     • Any fines or charges, such as congestion charges, incurred             as possible to the kerbside or on the hard shoulder and
       during the replacement car period are the responsibility               remain calm
       of the customer.                                                     • Leave all animals in the car
                                                                            • There are emergency phones on the motorway indicated by
     Courtesy vehicles provided will be up to a maximum engine                directional arrows on the marker posts and are usually one
     size of 1.6 litres. However, if you require recovery and were            mile apart. Make your free emergency call (UK – 0800 73 111
     travelling with a larger group, Motability Assist will still ensure      73, Republic of Ireland – 1800 535 005), providing as much
     that all your passengers can continue their journey.                     information as possible, such as:
                                                                              – Your name
     Fuel and keys
     Please note that you will be responsible for costs incurred              – Your car registration number, make
     as a result of running out of fuel.                                        and model
                                                                              – Your exact location
     If the keys to your car are lost or stolen, Motability Assist can        – The nature of your breakdown
     arrange for a locksmith to attend; this will, however, be at your
                                                                              – If you or any of the passengers use a wheelchair, need
     cost. You may be able to recover the cost of stolen keys by
                                                                                urgent medical attention or have other requirements.
     making a claim with RSAM. However, you will need to provide
     them with a crime number provided by the police.                       • Once you have made your call, remain a safe distance away
                                                                              from the car and the road or motorway. If you are unsure of
     What to do if your car breaks down                                       your exact location and call RAC from your mobile, they can
                                                                              automatically track your exact location.
     On the road or motorway
                                                                            As a Motability customer, a specially trained Motability Assist
     • Try to get your WAV close to the kerbside, or onto the hard
                                                                            customer service specialist will handle your call. If you need to
       shoulder, well away from the traffic
                                                                            let anyone know of your delay, Motability Assist will be happy
     • Switch off the engine and put on your hazard warning lights          to pass on a message.
     • If it is possible, ensure all passengers leave the car on the side
       nearest the kerbside or the hard shoulder and move to a safe
Driving in Europe                                              Q What if I have a caravan attached to my WAV when
With the exception of the Republic of Ireland, Motability      I break down?
Assist does not cover European travel. Therefore, you must
                                                               A If a problem with your WAV cannot be fixed on the spot, your
obtain European breakdown cover before you take your WAV
                                                               trailer or caravan will be towed to a destination of your choice
abroad. RAC European breakdown cover is available as an
                                                               within a 10-mile radius.
optional addition to Motability Assist customers. For
important information about taking your WAV abroad,
                                                               Q If I have a breakdown on the roadside, and my caravan
please see page 23.
                                                               requires a repair, can the RAC help?
Republic of Ireland                                            A Unfortunately, as your caravan is not a Motability vehicle, the
Motability WAVs enjoy full cover in the Republic of Ireland.   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
Other benefits of Motability Assist                            caravan. We recommend you should contact the RAC before
Motability Assist customers can also benefit from              setting out on your journey to secure additional cover, which is
other discounted RAC products, such as:                        available at an additional cost.
• RAC Personal Travel Insurance – please contact
  RAC European Business Services on 0800 73 133 10
• Free legal advice – call the RAC Free Legal Advice
  line on 0870 601 0605
• Journey planning services – access the RAC’s Route
  Planner and Traffic Information Services

     Getting your next WAV
We will contact you around three months before your                About three months before the end of your lease, we will send
agreement is due to end to advise you how to order a new           you our guide to getting another car to help you through the
WAV or car and return your old one.                                final stages of your agreement. It contains information about
                                                                   the renewal process and includes a ‘countdown checklist’,
Ordering your new WAV or car                                       answers to frequently asked questions and an update on what’s
We want to make sure that the handover between your old            changed since your current lease agreement commenced. We
and new Motability vehicle is as easy as possible. To make         will also send you a copy of the current price guide, although
sure your new vehicle is ready in good time, you should start      remember that the full list of all vehicles can only be found
contacting WAV converters six months before the end of your        online at
existing agreement to discuss your needs and complete an
application.                                                       What if delivery of your new WAV is delayed?
                                                                   Unfortunately we cannot guarantee the delivery date of the
We offer a firm ‘price guarantee’ to our customers, which will     new WAV, as delivery arrangements are in the hands of the
ensure that the price you agree with the converter when your       manufacturer and converter. Your converter will be able to
application is accepted, is the price you pay when you collect     update you on its progress. If there is an unavoidable delay
your WAV. The price guarantee stands however long it takes for     before your new WAV is ready, you may be able to stay in
your new WAV to be delivered.                                      your current WAV until the new one is ready. Please contact
                                                                   your managing dealer to arrange this.
You will probably find it useful to gather as much information
as possible on what make or model to choose next. Customers        Like your WAV, and want to buy it after the end
regularly tell us that speaking to more than one WAV converter     of the agreement?
is extremely useful. To find a complete list of WAV converters,    If you would like to buy your WAV at the end of your lease,
visit and use our ‘Find a Dealer’ tool.       this may be possible, subject to certain conditions. The
The dedicated WAV pages on our website also offer useful           purchase price will be available from 12 weeks before you
information on important things to think about when choosing       are due to return your WAV. For further details, please
your next WAV. If you need assistance or can’t find exactly what   contact us on 0845 456 4566.
you are looking for, call us on 0845 456 4566 for advice on a
range of alternative models.

     Customer complaints
We have over 500,000 customers and we aim to provide                  If you are not satisfied with the way any of Motability’s service
each of them with the highest quality of service at all times.        providers handle or conclude your complaint you can contact
Unfortunately, sometimes we make mistakes.                            Motability, the charity who oversee all aspects of the scheme,
                                                                      for a full and impartial review. You should send details to:
If you feel our service has fallen below the standard you
expect we would like to hear from you, so we can put things           Motability, Complaints and Appeals
right as quickly as possible.                                         Warwick House, Roydon Road, Harlow, Essex CM19 5PX
What to do if you have a complaint or comment
Most complaints or comments are best dealt with by the                When making a complaint please provide
area most closely involved, so in the first instance please           • Your full name and/or customer reference number
contact them. For example Motability Operations, RAC, RSAM,
                                                                      • Your vehicle registration number
individual dealers or converters etc – a list of useful contacts is
provided at the back of this handbook. If you are unsure about        • Your full address and daytime contact number
which area you need to speak to, please call our Customer             • Full details including names and any correspondence relating
Services team on 0845 456 4566.                                         to your complaint.

You can make a complaint by telephone, email or by post.              What to do if you are still not satisfied
If you are writing a letter or emailing and you would be happy        If you remain dissatisfied with how your complaint has been
for us to call you, please provide your telephone number. We          handled or concluded, you may refer the complaint to the
would prefer to talk to you so that we can aim to resolve your        Financial Ombudsman Service.
complaint as quickly as possible.
                                                                      You must approach the Financial Ombudsman Service within
Complaints made by telephone will be logged and where                 6 months of our final response to your complaint:
possible, resolved immediately, while written complaints will
be answered within four working days. If we are unable to             Financial Ombudsman Service,
resolve your complaint immediately, we will contact you and           South Quay Plaza, 183 Marsh Wall,
let you know what is happening and when you can expect                London E14 9SR Tel: 0845 080 1800
a full response.                                                      Website:

For general enquiries                     Motability Operations
                                          City Gate House, 22 Southwark
                                                                                        (Lines are open 8.30am to 5.30pm,
                                                                                        Monday to Friday)
about Motability,                         Bridge Road, London SE1 9HB
your Contract Hire                        Telephone: 0845 456 4566
                                                                                        Phone calls may be recorded and
agreement or your                         If you have specialist Minicom
                                          equipment, please call our textphone
                                                                                        monitored for the purpose of
WAV, please contact:                      number on 0845 675 0009
                                                                                        improving customer services.

For enquiries about the DLA, contact:     For enquiries about the Vehicle Excise Duty   For breakdown assistance, contact:
Disability and Carers Service             (VED) exemption, contact:                     RAC Motability Assist Customer Services
Warbreck House                            DVLA Customer Enquiries                       Thomas Street
Warbreck Hill                             (Vehicles) Swansea SA99 1BL                   Stretford
Blackpool FY2 0YE                         Telephone: 0870 240 0010                      Manchester M32 0HX
Telephone: 08457 123456                                        Telephone (UK inc. NI): 0800 73 111 73                                                                
                                          DVLA Northern Ireland
                                                                                        Text from mobile: 07855 828282
Disability Living Allowance (NI)          County Hall
                                                                                        Republic of Ireland: 1800 535 005
Room 403                                  Castlerock Road
                                                                                        (Lines open 24 hours, 365 days a year)
Castle Court                              Colerain BT51 3TA
                                                                                        Customer Assistance: 0870 601 0150*
Royal Avenue                              Telephone: 028 7034 1461
                                                                                        Minicom: 0800 62 63 89
Belfast BT1 1SL                 
                                                                                        (*Lines open 9am – 5pm Monday
Telephone: 028 9090 6182
                                          For insurance enquiries, contact:             to Friday)
                                          RSA Motability Customer Services
                                                                                        For glass enquiries, contact:
For enquiries about the War Pensioners’   PO Box 40
                                                                                        RSAM: 0500 355 355
Mobility Supplement, contact:             New Hall Place
                                                                                        Outside UK:
Service Personnel &                       Old Hall Street
                                                                                        Telephone: 00 800 036 36 360 (freephone)
Veterans Agency                           Liverpool L69 3SD
                                                                                        Outside UK: +44 (0)1234 279853
Norcross                                  Telephone: 0500 37 37 37
                                                                                        (international dialling rates apply)
Blackpool FY5 3WP               
Telephone: 0800 169 2277                  If you have specialist Minicom equipment,                      please call 0500 64 63 62                     For tyre enquiries, contact: Motability
                                          Outside UK: +44 (0)151 240 2894               Tyreline (Kwik Fit)
                                          (Lines open 8am – 8pm Monday to Friday,       Telephone: 0330 123 1531
                                          and 8am – 4pm Saturdays)                      Outside UK: +44 (0)1698 802 022
Wheelchair Accessible Vehicles

everything you need to know about running
your WAV with Motability

Motability Operations
City Gate House,
22 Southwark Bridge Road,
London SE1 9HB
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

                                             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.
                                                                                                                MOTHBWAV 02/11

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