Liability position
Identify whether responsibility is alleged, being investigated or accepted by the relevant insurer.
Home Accident Repairs Non Fault Repairs
A non-fault repair route without cost promisesNon-fault repairs managed from assessment to handover
A non-fault repair route without cost promises. Use this guide to see who needs to act and which terms should be confirmed.
Managed accident repairs
Liability positionIdentify whether responsibility is alleged, being investigated or accepted by the relevant insurer
Repair fundingConfirm which organisation is instructing the repairer and whether any customer contribution currently applies
Mobility alignmentCoordinate the temporary-vehicle period with assessment, parts, repair and handover
No outcome assumedSterling does not decide fault or promise a no-cost repair; it coordinates the vehicle work supported by the confirmed claim route
What the assessor needs
What the next organisation needs to know
Repair funding
Confirm which organisation is instructing the repairer and whether any customer contribution currently applies.
Mobility alignment
Coordinate the temporary-vehicle period with assessment, parts, repair and handover.
Who decides whether repairs can begin?
A non-fault repair route without cost promises
Non-fault repairs may be coordinated through a responsible insurer, the customer’s own policy or another agreed vehicle-claim arrangement. The selected route affects excess, authority, mobility and communication. Sterling makes that basis visible before the repair progresses.
This page is for a driver who believes another road user caused the damage and wants repair management focused on evidence and authorisation.
Common reasons authorisation is delayed
What can hold up authorisation
‘Non-fault means no excess’
The current policy or claim arrangement determines whether an excess is paid or later recovered.
Repairer starts without authority
Good evidence does not itself approve the invoice.
Mobility gap
A temporary vehicle should not be assumed until eligibility and supply are confirmed.
Responsibility boundary: Sterling does not decide fault or promise a no-cost repair; it coordinates the vehicle work supported by the confirmed claim route.
From estimate to repair
Actions that keep the vehicle case moving
The estimate, engineering decision and authority must line up before the repairer commits to work.
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1
Preserve collision evidence
Record damage on both vehicles and the factual road sequence.
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2
Choose an authorised route
Understand whether own-insurer, third-party or separate arrangements control the repair.
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3
Obtain technical approval
Put the estimate and assessment before the proper decision-maker.
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4
Monitor variations
Keep newly found damage and revised work within the authority trail.
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5
Check return
Retain quality, completion and mobility handback records.
Questions about repair decisions
Answers before the next step
Non-fault repairs may be coordinated through a responsible insurer, the customer’s own policy or another agreed vehicle-claim arrangement. The selected route affects excess, authority, mobility and communication. Sterling makes that basis visible before the repair progresses.
Start with liability position, repair funding, mobility alignment. Record damage on both vehicles and the factual road sequence. Understand whether own-insurer, third-party or separate arrangements control the repair.
The current policy or claim arrangement determines whether an excess is paid or later recovered. Good evidence does not itself approve the invoice. A temporary vehicle should not be assumed until eligibility and supply are confirmed.
Sterling does not decide fault or promise a no-cost repair; it coordinates the vehicle work supported by the confirmed claim route.
Other repair guidance
Guidance for assessment, repair and return
Accident repairs managed from assessment to handover
See how assessment, authorisation and the repair hand-off work.
View repair guidanceManage the claim and the repair together
See how assessment, authorisation and the repair hand-off work.
View repair guidanceReplacement-vehicle assistance while yours is off the road
Review eligibility, availability, costs and terms before accepting a vehicle.
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.