Motability changes launching today will impact thousands of drivers as scheme 'paused'

Major changes will be made to the Motability scheme today as part of an overhaul of the service following criticism from users.

From today, Friday, May 22, Motability will begin removing customers from the Drive Smart scheme after confirming the move last week.

The Drive Smart service allowed motorists to monitor their driving habits and see where they can improve behind the wheel.

Participants in the telematics scheme were given a score after each drive, which would show them key data, including speed and braking, and could reward drivers with points that can be exchanged for gift cards and discounts.

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The rollout of Drive Smart is now being paused after some drivers reported concerns with the app and how the service impacted how they used the vehicle.

From today, customers will be removed from Drive Smart, unless they inform Motability that they want to remain included in the programme.

It follows changes made on May 14, which allowed drivers to remove the Drive Smart telematics device from their vehicle.

They can also redeem and spend any rewards before May 22, 2026, delete the Drive Smart app and ignore any notifications.

Motorists with a Drive Smart-fitted box do not need to take any further steps as Motability will deactivate the device from Friday, May 22.

Andrew Miller, CEO of Motability Operations, explained that the service was first introduced to reduce accidents, improve driving and manage insurance costs.

However, he acknowledged that customer feedback had shown Motability that changes needed to be made, and that the experience of the product was "not where it needed to be".

Mr Miller said: "That is why we have decided to pause Drive Smart while we work with customers to understand how it can be improved.

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"The need to reduce accidents, improve driving behaviour and help to manage insurance costs remains critical for the Scheme's long-term sustainability, and technology like Drive Smart can play an important role.

"But it must be clear, easy-to-use and support the independence of the disabled people who rely on the Scheme."

Drive Smart will no longer be included in new leases or rolled out to customers who are under the age of 30.

While the feature is paused, Motability will review the programme and work with customer feedback and real-world data.

It confirmed that it would be creating a customer panel to ensure Motability users inform how the scheme will work in the future.

Data from Motability states that 48 per cent of customers using the scheme who tried to access private car insurance were priced out.

Drivers would be rated on a traffic light system, with consistent red scores leading to feedback, and could even cause them to be removed from Motability if they drive dangerously.

Motorists receiving amber or green ratings would earn rewards, with almost two-thirds of those enrolled in the Drive Smart programme receiving rewards.

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