A breakdown or an accident can be stressful for anyone, but if you lease your vehicle through the Motability Scheme, there's a clear support network already in place.
Every Scheme vehicle comes with RAC Motability Assist breakdown cover and comprehensive insurance through Direct Line Motability (DLM) for the full duration of your lease.
Knowing who to call and what to do in those first few minutes can make all the difference.
This guide walks you through the steps to take if your Scheme vehicle breaks down or is involved in an accident, and explains how replacement travel works while your car is off the road.
What to do if you break down
If your Scheme vehicle breaks down or won't start, your first step is to contact RAC Motability Assist.
You have three ways to report a breakdown.
The quickest option is the myRAC app. Even if you're unsure of your exact location, the app will find you automatically and send a patrol your way.
You can also report your breakdown online through the RAC website, where you'll need to enter a few basic details.
Alternatively, call RAC Motability Assist on 0800 73 111 73. The helpline is available 24 hours a day, 365 days a year, and the team are trained to support customers with mobility concerns.
Whichever method you use, you'll receive a confirmation call and text message, along with regular updates on your patrol's estimated arrival time.
Staying safe at the roadside
Road safety comes first if you break down while driving.
If you're on a standard motorway or main road, try to move your vehicle onto the hard shoulder or as close to the kerbside as possible, away from traffic. Switch off the engine and turn on your hazard warning lights.
Where it's safe to do so, every passenger should leave the car and move to a secure spot away from the road. Animals should stay in the vehicle.
Smart motorways require extra caution. If the hard shoulder is being used as an active lane, call 999 first, then call RAC Motability Assist. If the hard shoulder is not in use as a live lane, move to it or into an Emergency Refuge Area before making the call.
When you contact the RAC, have the following details ready: your name, vehicle registration, your exact location and the nature of the breakdown. Let them know if you or any passengers use a wheelchair, need urgent medical attention or have any other specific requirements.
What to do after an accident
If your Scheme vehicle is involved in an accident, the most important thing is to make sure everyone is safe.
Do not admit liability at the scene, regardless of the circumstances.
Once you're in a safe place, exchange details with anyone else involved. This includes names, addresses, phone numbers and insurance information.
You'll need to register a claim with Direct Line Motability (DLM) as soon as possible, even if there's no visible damage to your vehicle.
The easiest way is through your Motability Scheme online account. Go to 'Insurance' in the menu, then visit the DLM insurance portal and select 'Claims' to get started.
The portal is available around the clock for logging claims online.
Alternatively, you can call DLM directly on 0300 037 3737. Phonelines are open 8am to 7pm Monday to Friday and 8am to 4pm on Saturday.
You don't need to contact the Motability Scheme separately. DLM will notify them and arrange any repairs or replacement travel on your behalf.
If your vehicle has been stolen or vandalised
Report the incident to the police first and make a note of your crime reference number.
Then contact DLM with your customer reference number, the date, time and details of the incident.
If your vehicle can't be driven
If your vehicle can't be repaired at the roadside after a breakdown, the RAC will recover it to the nearest approved repairer.
They'll also help you get where you need to go. This could mean taking up to eight people to a single location, providing a replacement vehicle, or arranging overnight accommodation or onward travel costs.
If the RAC determines your car isn't fit to drive, you can use a replacement vehicle for up to 48 hours. If your vehicle still isn't fixed after that, the Motability Scheme will contact you to discuss further options.
For accidents, DLM will arrange replacement travel while your car is being repaired.
How replacement travel works
The Scheme aims to keep you mobile whenever your vehicle is temporarily off the road, whether for a breakdown, an accident or a repair.
Most replacement vehicles are small five-door cars. If that won't work for you because of your disability or any adaptations you need, mention this when you request a replacement. A like-for-like match isn't guaranteed, but the team will do their best to find something suitable.
There are a few practicalities to keep in mind with replacement vehicles.
Only named drivers on your Certificate of Motor Insurance are insured to drive the replacement. The vehicle will arrive with a full tank of fuel, and you'll need to return it the same way. You'll also be responsible for any fines, congestion charges or parking penalties during the hire period.
For full details on replacement travel, including what happens if your vehicle is written off, visit the Motability replacement travel page.
What's not covered
RAC Motability Assist covers your Scheme vehicle only. It does not extend to any other vehicle you travel in.
If you're towing a caravan or trailer, you'll need separate breakdown cover for that. Should you break down while towing, the RAC will recover your car and the caravan or trailer to a single location, but only if the fault is with the car itself.
Breakdown cover outside the UK and Europe requires a separate arrangement. If you're planning to take your Scheme vehicle abroad, call the RAC on 0800 731 3310 to request a VE103 certificate and European breakdown cover. Allow at least three weeks before you travel.
Key contact numbers at a glance
RAC Motability Assist (breakdowns): 0800 73 111 73 – available 24/7
Direct Line Motability (accidents and insurance claims): 0300 037 3737 – 8am to 7pm Monday to Friday, 8am to 4pm Saturday
RAC European breakdown cover: 0800 731 3310
Motability Scheme customer services: 0300 456 4566
How Vertu can help
At Vertu, our Motability specialists are here to support you throughout your lease, not just when you're choosing your vehicle.
If you're unsure about any aspect of your breakdown cover or insurance, or you have questions about servicing and vehicle health checks, get in touch with your local Vertu dealership. We're always happy to help.
- Motability