Motability has paused its controversial Drive Smart black box tracking system following widespread criticism
The chief executive of Motability has released a statement concerning the suspension of the controversial ‘black boxes’ that many users were required to have installed in their vehicles. Known as Drive Smart, the device acted as a tracker, monitoring driving habits such as speed, before generating a weekly rating.
The boxes were intended solely for drivers under 30, first-time customers, or those with a history of multiple insurance claims — even if all drivers in the household are over 30. The scheme aimed to lower insurance costs for Motability users — a UK charity-led initiative that assists people remaining mobile by swapping their government-funded mobility allowance for a lease on a brand-new car.
However, on Thursday, 14th May, Motability confirmed the scheme would be ‘paused’ following considerable backlash from its customers. Motability CEO Andrew Miller said: “Drive Smart was introduced to help reduce accidents, improve driving and, in turn, manage insurance costs, while keeping all the scheme’s insurance features in place.
“But we have listened carefully to customer feedback and recognise that the experience was not where it needed to be. That is why we have decided to pause Drive Smart while we work with customers to understand how it can be improved.”
West Cornwall MP Andrew George, who had opposed the rollout of the black boxes, commented: “I must congratulate Motability CEOs for listening and being prepared to change policy when confronted with the impact this scheme has had on thousands of disabled people.
“Keron (Day – the Sex Education actor who has campaigned against the compulsory black boxes) and I are keen that they make some major changes before deciding how they will better manage the difficult insurance challenges faced by the scheme.”
The announcement was warmly received on social media. One person replied to Motability’s post, saying: “Finally!!!! Just gleefully went and collected the box from my car!!!”
Another wrote: “Hoping suspension becomes abandonment,” while a third urged: “Just get rid of it!”
Motability’s full statement read: “We recognise that for some customers, the experience of using the app has not been as it should be and has caused concern. That was never our aim.
“That’s why we’re pausing Drive Smart from Thursday 14 May 2026 while we look again at how we can improve the app experience.
“Drive Smart helps customers see their driving habits to encourage safer driving and reduce accidents, and that will not change. But we need to make sure this feels fair, clear and right for our customers. We want Drive Smart to support you on the road, and we know we need to get the experience right.
“Insurance is one of the biggest costs in every lease. And a rising number of insurance claims means it has increased significantly in recent years. Telematics helps to reduce accidents, and we’ve already seen this with Drive Smart, which keeps the roads safer and costs down for everyone.”
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The statement went on to say: “From Friday, May 22, 2026, we’ll begin removing customers from Drive Smart unless you choose to keep using it.
“If you do not want to continue, you do not need to do anything. We’ll remove you from the Drive Smart system. Any journey data we currently have is stored in line with our data and privacy policy.”
You can also:
- Remove the Drive Smart wedge from your vehicle and keep it safe
- Redeem and spend any rewards before 22 May 2026
- Delete the Drive Smart app
- Ignore any app notifications while we complete this process
Those wishing to carry on using Drive Smart are able to do so, but must notify Motability by 21 May via email. Motability says it will work alongside customers to ‘understand what needs to change so it works better for you and supports affordable, independent mobility’.
Customers who have previously used Drive Smart will be invited to join a new research group within the Headlight Community, unless they have opted out of research emails. This new group aims to gain a better understanding of customer needs and identify areas for improvement. The announcement prompted a wave of queries from the public. One user asked: “How do you join the headlight community? The link on your website doesn’t work, it just shows 404 not found error.”
Another enquired: “Can you also pause the increase in mileage?” while a further commenter questioned: “Will the insurance go up if we don’t continue to use it?”
