Mobility News. November – December 2020

I’m in temporary financial
need owing to the COVID-19
situation?
Until 31 January 2021,
Motability Scheme customers
who are experiencing
temporary and exceptional
financial need in relation to
COVID-19 are able to access
an advance of the £600 Good
Condition Bonus (GCB) usually
paid at the end of a lease.
This GCB payment can be
brought forward to provide
support during the COVID-19
situation, ensuring that
customers in need have
access to money during a
period when they may need
it most. Please note that
customers who choose to
take this payment early would
not therefore receive a further
GCB at the end of contract – a
point when some customers
like to put this towards an
Advance Payment on their
new car.
As customers use their
mobility allowance for their
lease instalments, paid directly
from the Government, it is
not possible to reschedule
payments to be repaid later,
so this arrangement offers an
alternative route to flexibility
for customers.
To help us to deal with
requests from customers
needing exceptional help
as quickly and efficiently as
possible, please complete our
online form to request a call
back from a member of our
Customer Services team.
Alternatively you can call
us on 0300 020 5050, but
please bear with us, as we are
currently experiencing a high
volume of calls and you may
have to wait longer than usual.
Customers who have
already received a GCB for
their current car are not able
to take advantage of this
arrangement.
Customers who lease a
scooter or powered wheelchair
will be able to gain access to
their £100 End of Contract
Bonus in the same way.
With less traffic on the roads
as a result of the lockdown,
will I be eligible for a refund
from my Scheme insurance?
As lockdown led to fewer
drivers on the road in April
and May, the Scheme saw a
lower level of claims, enabling
it to share this saving with
customers. We made this
decision in consultation with
Motability, the Charity. As a
result, we sent an insurancebased
refund of £50 to all
customers.
There is no need for
customers to contact us
in connection with this,
the insurance refund was
automatically issued by cheque
during May and June. Please
be aware that there was no
option to receive this payment
by bank transfer.
My lease has been
automatically extended
for six months, what will
happen with my Good
Condition Bonus?
The Good Condition Bonus
(GCB) will be paid when you
hand back your car to the
dealer. If you are in line to
receive the bonus, there is
no need to contact us – we
will automatically send you a
cheque within 28 days of the
car being returned.
Up until 31 October 2020,
where customers have had
leases automatically extended,
we were paying the GCB on
the original lease end date.
If you go into a further lease
extension and the GCB has
already been paid, you will not
receive this payment again.
If, due to the COVID-19
situation, you request an early
payment of your GCB during
the lease, you will not be
entitled to this payment again.
My usual driver is not able to
drive me at the moment, can
I add a new driver?
Your lease includes insurance
for up to three named drivers,
these can be family, friends
or carers. If you need to add
a new driver, please call RSA
Motability (RSAM) on 0300
037 3737. The driver you wish
to add will need to be with
you when you call, so RSAM
can check their details and
add them to the insurance
straight away.
Are your partner services
open to help if I need them?
The RAC are on hand to help
if you have a breakdown and
need emergency help. Please
call 0800 73 111 73
Our insurance partner RSA
Motability can help with any
insurance queries. Please call
0300 037 3737
Most Kwik Fit centres are
open, they also offer a mobile
service. Call the Tyreline on
0330 123 1531 or to book a
mobile appointment call 0330
123 1533. Social distancing
measures are in place at Kwik
Fit centres, if you are planning
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