Key Takeaways
- Ensure everyone is ok and collect details like you would in any accident scenario.
- Notify the scheme insurer of the accident this can be done by following current guidance from motability.
- The scheme will typically cover repairs or a replacement vehicle if needed.
- Follow guidance from your scheme before entering into any other repairs or hire vehicles.
What to do straight after an accident in a Motability car
The safety steps after a Motability car accident are the same as for any other road accident in Great Britain. See also what to do after a car accident.
Under Section 170 of the Road Traffic Act 1988, if an accident causes injury or damage, the driver must stop, give their name, address and registration to anyone with reasonable grounds to ask, and report to the police within 24 hours if details were not exchanged[2]. Motability guidance also says to call 101 if the other driver leaves without giving details.
If it is safe to do so:
- Switch on your hazard lights.
- Check for injuries. Call 999 (or 112) if anyone is hurt. In Scotland this reaches Police Scotland; in Northern Ireland, the PSNI.
- Move to a safe place if you can, following Highway Code Rules 274 to 287 on breakdowns and incidents[3].
- Exchange names, addresses, phone numbers, registrations and insurance details.
- Take photos of the vehicles, road layout and damage.
- Get witness contact details.
Do not admit fault or argue about who was to blame. Evidence needs to be assessed first. For other crash types, see side-impact collisions and cars hit while parked.
Who to report the accident to
Once the scene is safe and details have been exchanged, report the accident to the scheme's insurance.
First, check Motability guidance on accidents and insurance. The Motability report an accident routes are listed there, including your online account or by phone. Routes differ if the car can be driven away or needs recovery; if it isn't driveable, use the scheme's roadside assistance. Current numbers are on the Motability emergency contacts page[4]. For background on the wider car insurance claims process, see Claimsline's guide.
When you speak to the scheme's insurance:
1. Give your registration and scheme agreement details.
2. Explain when and where it happened, and what occurred.
3. Provide the other drivers' contact, vehicle and insurance details.
4. Pass on witness details and any police reference number.
Most policies require you to tell your insurer about any accident, even if you don't plan to claim. Check your policy terms.
Motability guidance says it is important to co-operate fully during the claim. If you're unsure of your options, see Citizens Advice[5] or why some car insurance claims take longer.
How repairs are usually arranged
After you report the accident, the scheme's insurance will usually manage the repairs.
1. Vehicle assessment: damage is assessed by a scheme repairer. If the car is not driveable, it is usually recovered. Outside the scheme route, see accident recovery and vehicle recovery explained.
2. Repairs: the car is repaired to its original specification. See also vehicle repairs after an accident and vehicle repair.
3. Specialist modifications: agreed adaptations may be repaired or replaced through a specialist. Non-standard equipment fitted without the insurer's agreement may not be covered.
4. Total loss (write-off): if the car can't be economically repaired, it may be a total loss. Check Motability guidance for next steps, or disagreeing with an insurer's vehicle valuation for valuation disputes generally.
Replacement vehicles under the scheme
Whether a replacement vehicle is available depends on the scheme's terms, eligibility and stock.
Motability guidance says you might get a replacement while your car is repaired. Most are small five-door cars; adaptations may not be available, and like-for-like is not guaranteed[6]. Mention disability or adaptation needs when you ask; alternatives may be offered.
If your vehicle is replaced or repaired on credit terms by an outside company:
Vehicles may be replaced and/or repaired on credit terms. The hire company/repairer will look to recover these costs from the at fault insurers. If liability is not admitted or costs cannot be recovered you may have to pay some or all of the costs incurred.
The terms should be explained to you before you sign anything. Before signing with an outside hire company, read Claimsline's credit hire page and credit hire myths.
Before accepting any third-party hire car or independent repair agreement, check the official Motability guidance so it fits your lease contract.
If the accident wasn't your fault
If you feel its not your fault then you have various options when it comes to getting your car repaired and gaining loss back.
How non-fault claims may work
You may be able to make your claim against the third party insurers if they accept liability or it can be proven. You may be able to recover your costs from them if liability is established. This could include:
- Costs to repair your vehicle from the third party insurer.
- You may be able to claim back your excess from the third party insurer.
- How the claim is recorded will depend on the outcome; check Motability guidance and your cover booklet. See also whether a non-fault accident can affect your premium.
Liability is not always clear at first, so keep using the scheme reporting steps until it is agreed. Outside the Motability route, some drivers look at accident management services, what an accident management company does, how accident management companies work, insurer or accident management company, accident management vs insurance, or the complete guide to accident management in the UK. Check scheme guidance before you agree to anything else.
A hypothetical example: named driver junction incident
Below is just a made up scenario. Sam is the named driver on his motability car and is stopped at a t junction when a car reverses out of there house and clips the side of the car.
1. Sam will stop and make sure nobody is hurt and will give his details and insurance details.
2. Sam will then let the schemes insurance know what has happened following motability advice this may include pictures of damage and the other drivers details.
3. If Sam thinks its not his fault he should tell the scheme when reporting. Its dependent on facts and if the other drivers insurance company accept fault.
4. If an outside service is involved, the hire company, repairer or recovery company may speak to insurers where needed, for example to arrange accident recovery and seek costs if liability is accepted or established.
5. Claimsline can explain the options and, where appropriate, arrange support.
Adapted vehicles and accessibility needs
There may be more inspections needed if your adapted motability vehicle has had a accident and the adaptations have been repaired/replaced.
- Adaptation inspection: Inspections of adaptations may require a engineer to inspect. Wheelchair hoists, electronic hand controls, lowered floors and adapted seats etc.
- Temporary mobility: adapted replacements depend on availability and may not be available. See also vehicle replacement outside the scheme.
- Mobility equipment: if a wheelchair, scooter or other equipment was damaged in the car, tell the scheme's insurance. Cover may depend on what was agreed; check your cover booklet.
Frequently asked questions
What to do if you have an accident in a Motability vehicle.
After making sure you're ok and swapping details you should let the schemes insurance know. The Motability website has information on how to report your accident. Most accidents will be covered by the scheme and they will assess the damage and repair your vehicle. You may be able to receive a courtesy car depending on eligibility and availability.
Who do you report a Motability accident to?
The schemes insurance. Follow the steps on the Motability website under accidents and insurance or through your online account. Most insurance policies will expect you to inform your insurance company of any accident whether you wish to make a claim or not. See your policy for more information. If you were unable to swap details with the other driver you should inform the police within 24 hours.
Can I get a courtesy car?
This may be possible but there is no guarantee. It will depend on the terms of the scheme, your needs and the availability of vehicles. Most courtesy cars are small saloon 5 door cars. It may not be possible to provide an adapted vehicle or similar to yours.
What if its not my fault?
If you feel that the accident was not your fault then follow the same process of informing the schemes insurance and explain what happened. If the other drivers insurance accepts liability or liability is established the cost of repairs and your excess may be recovered from them. This will depend on liability and the terms of your scheme.
Do I need to do anything different if I'm a named driver?
No a named driver should do everything they can at the scene of the accident and inform the scheme as the customer would. Make sure you have the schemes details to hand when making your Motability accident claim. You should still abide by the rules of section 170 and stop and inform the police if necessary.
Practical next steps
1. Review scene evidence: gather photos, witness contacts, the other driver's details and any police reference number.
2. Check current scheme guidance on the Motability website[7] and confirm the right contact route.
3. Notify the scheme's insurance: report your Motability car accident as soon as possible and keep your claim reference.
4. Note any injuries: if anyone was hurt, even slightly, get advice from a GP or NHS 111.
5. Review your lease terms before using any outside company for repairs or a hire car. After Motability guidance, see accident management services for plain-English background.
How Claimsline can help
Claimsline is not an insurer or a solicitor. Where you are eligible and the service is available, Claimsline can arrange recovery, repair, a replacement vehicle or credit hire.
Replacement vehicles and repairs may be provided on credit terms. Where liability is accepted or established, the hire company or repairer seeks the charges from the at-fault insurer. If liability is disputed or costs can't be recovered, you could become responsible for some or all charges. The terms should be explained to you before you sign anything.
Most policies require you to tell your insurer about any accident, even if you don't plan to claim. Check your policy terms.
If you believe your accident wasn't your fault and want to understand your options, you can call Claimsline on 0333 006 8282.
Claimsline is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities (FRN 831196).
References:
- If you've had a Motability accident, first make sure everyone is safe, exchange details, then report it to the scheme's insurance using Motability guidance as soon as possible - https://www.motability.co.uk/get-support/if-something-happens/cars-wavs/accidents-and-insurance
- Under Section 170 of the Road Traffic Act 1988, if an accident causes injury or damage, the driver must stop, give their name, address and registration to anyone with reasonable grounds to ask, and report to the police within 24 hours if details were not exchanged - https://www.legislation.gov.uk/ukpga/1988/52/section/170
- Move to a safe place if you can, following Highway Code Rules 274 to 287 on breakdowns and incidents - https://www.gov.uk/guidance/the-highway-code/breakdowns-and-incidents-274-to-287
- Current numbers are on the Motability emergency contacts page - https://www.motability.co.uk/get-support/emergency-contacts/
- If you're unsure of your options, see Citizens Advice - https://www.citizensadvice.org.uk/
- like-for-like is not guaranteed - https://www.motability.co.uk/get-support/if-something-happens/cars-wavs/replacement-travel
- Check current scheme guidance on the Motability website - https://www.motability.co.uk/
