Policy instruction
Check reporting requirements, excess, repair-network terms and whether mobility is included.
Home Accident Repairs Insurance Claim Repairs
Repairs delivered within an insurance claimInsurance-claim repairs without the customer chasing every stage
Repairs delivered within an insurance claim. The sections below identify the information needed to choose the next vehicle step.
Managed accident repairs
Policy instructionCheck reporting requirements, excess, repair-network terms and whether mobility is included
Technical scopeThe estimate should distinguish visible damage, dismantling discoveries, calibration and unrelated wear
Payment authorityThe repairer needs clarity on who pays approved work and how customer contributions are collected
Authority stays visibleSterling manages the repair communication; the insurer and engineer decide cover, method and authority, while the repairer remains responsible for carrying out the work
Who decides whether repairs can begin?
Repairs delivered within an insurance claim
Insurance-claim car repair requires more than a booking. The policy route, excess, repairer instruction, engineering approval and any additional damage must remain aligned. Sterling coordinates those handoffs so the customer can see what the insurer, repairer and engineer are doing.
This page is for a policyholder using their insurer or another authorised insurance route to repair accident damage.
If the damaged vehicle is leased, see our guide to what happens if you crash a leased car for insurer and leasing-company notification, repair approvals and the possible write-off settlement shortfall.
If you would prefer a garage outside the insurer’s approved network, see our guide to choosing your own garage for insurance accident repairs. It explains the effect on authorisation, courtesy-car benefits and repair responsibilities.
If the insurer’s authorised repair amount is lower than a garage quotation, see our guide to disputing an insurance accident repair estimate for the itemised evidence to gather and how to request a reasoned reassessment.
If your insurer offers money instead of carrying out repairs, check our cash-in-lieu accident repairs guide before accepting the proposed settlement or organising work yourself.
For a dispute over the exact replacement components, read genuine versus aftermarket parts in insurance repairs, including safety and policy wording.
Related practical advice: complaining about poor insurance accident repairs; checking ADAS calibration after collision repairs.
What the assessor needs
Three facts that change the practical route
Technical scope
The estimate should distinguish visible damage, dismantling discoveries, calibration and unrelated wear.
Payment authority
The repairer needs clarity on who pays approved work and how customer contributions are collected.
From estimate to repair
A practical sequence for this enquiry
The estimate, engineering decision and authority must line up before the repairer commits to work.
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1
Notify and obtain a reference
Follow the policy reporting route and retain the insurer’s instructions.
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2
Place the vehicle correctly
Use the authorised recovery, assessment or repair destination.
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3
Prepare the estimate
Document the repair method, parts and necessary technical operations.
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4
Resolve authority
Answer insurer or engineer queries before beginning the relevant work.
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5
Complete and record
Retain repair completion, excess payment and handover information.
Common reasons authorisation is delayed
What can hold up authorisation
Assumed repairer freedom
A policy may set approval or network conditions that should be understood before transfer.
Unrelated work mixed in
Separate customer-requested maintenance or cosmetic additions from the insured repair.
Missing supplement approval
New damage found after dismantling must follow the agreed variation process.
Responsibility boundary: Sterling manages the repair communication; the insurer and engineer decide cover, method and authority, while the repairer remains responsible for carrying out the work.
Questions about repair decisions
Questions about this vehicle route
Insurance-claim car repair requires more than a booking. The policy route, excess, repairer instruction, engineering approval and any additional damage must remain aligned. Sterling coordinates those handoffs so the customer can see what the insurer, repairer and engineer are doing.
Prepare details covering policy instruction, technical scope, payment authority. Follow the policy reporting route and retain the insurer’s instructions. Use the authorised recovery, assessment or repair destination.
A policy may set approval or network conditions that should be understood before transfer. Separate customer-requested maintenance or cosmetic additions from the insured repair. New damage found after dismantling must follow the agreed variation process.
Sterling manages the repair communication; the insurer and engineer decide cover, method and authority, while the repairer remains responsible for carrying out the work.
Other repair guidance
Guidance for assessment, repair and return
Accident repairs managed from assessment to handover
Continue the vehicle-claim route with the related information here.
View repair guidanceManage the claim and the repair together
Continue the vehicle-claim route with the related information here.
View repair guidanceReplacement-vehicle assistance while yours is off the road
Continue the vehicle-claim route with the related information here.
View mobility guidance
Start with an accurate vehicle record
Report the accident details you have
Sterling will review the vehicle position, explain the available coordination route and identify which organisation must make the next decision.