Answers about accident claims, repairs, recovery and replacement vehicles

Stop, switch on your hazard lights and check whether anyone is hurt. If anyone is injured, the road is obstructed or there is immediate danger, call 999 first. Get yourself and any passengers somewhere safe before you think about photographs or details.

Once it is safe, exchange details with the other driver, note where you are, and photograph the vehicles, the damage and the number plates.

Their name, a contact number, the vehicle registration, and their insurer if they will give it. A photograph of their number plate is worth more than a hurriedly written note.

If they refuse to give details, or leave the scene, do not pursue them. Note what you can, look for witnesses, and report it to the police as well as to us.

You must report an accident to the police if someone is injured, if details were not exchanged at the scene, or if you suspect an offence such as drink driving or driving without insurance. If the police attended, ask for the reference number and pass it to us.

We cannot advise you on your legal obligations. If you are unsure, contact the police directly.

Complete the online accident report. It takes a few minutes and lets you attach photographs. If you need help, email claim@sterlingaccident.co.uk.

The front of your vehicle, the rear, a close-up of the damage, the other vehicle if one was involved, and the number plates. Between them those images let us identify the vehicles, judge the extent of the damage and brief a repairer or engineer accurately without a dozen follow-up calls.

Only take photographs when it is safe. Never step into a live traffic lane for a picture.

Report it anyway. On the photos step of the form there is an option to say you cannot add them now, and we will ask for them during your call-back — or work without them if the vehicle has already been moved or repaired.

The sooner the better — evidence is fresher, memories are clearer and options are wider. That said, if some time has already passed, email us and we will tell you honestly whether we can still help.

Time limits can apply to claims generally. Those limits are a legal matter and not something we can advise you on.

It depends on the damage, how quickly the assessment is authorised and whether parts are available. We do not publish a standard turnaround because it would be misleading. Once your vehicle is booked in, you get the repairer's expected completion date, and we tell you if it moves.

Tell us who you would like to use and we will look at whether the repair can be coordinated there. Where a repairer cannot meet the requirements for the work — for instance the equipment needed for a structural repair or a sensor calibration — we will explain why and offer an alternative.

It is documented and put forward as a variation for authorisation before the work continues. This is normal on accident repairs, particularly where the impact has pushed damage behind a panel. It can extend the timescale, and we will tell you when it happens.

If the assessment concludes that repair is not viable, the claim moves to a valuation and settlement route. We explain what the write-off category means for the vehicle and what happens to it next.

The settlement figure itself is decided by the insurer or third party handling the claim, not by us.

Colour is mixed from the vehicle's paint code and then adjusted against the actual panels, because paint weathers differently depending on age and exposure. Match and finish form part of the final inspection. If you are not happy with it at collection, say so before you drive away.

A preparation package included with qualifying repairs completed through our network: an engine oil and filter change, screenwash topped up, tyre pressures checked, an interior vacuum, an exterior wash and a 12-month vehicle health check.

Oil service suitability, oil specification and filter availability follow the vehicle manufacturer's requirements, and inclusions are subject to our published terms.

Where the claim qualifies, we can arrange recovery to a suitable location and secure storage while the assessment is organised. Tell us on the form, or on the phone, that the vehicle is not driveable so it is prioritised.

If your vehicle is blocking a live carriageway or is otherwise dangerous where it is, call 999 — that is an emergency, not a claims matter.

Sterling provides free accident recovery where the claim qualifies. Eligibility depends on the circumstances, liability route and applicable terms. We explain the position before anything is arranged so you know whether any cost or obligation could apply.

Usually to a secure storage or repair site appropriate to the vehicle and the assessment required. We will tell you where it has gone and how to contact us about it. Remove any valuables and personal documents from the vehicle if you are able to before it is collected.

No. It depends on claim eligibility, liability, availability and the applicable terms. Anyone promising you a guaranteed replacement vehicle before those things are known is not being straight with you. We will tell you what is likely in your circumstances.

We aim to match reasonable need — broadly similar size and type, with the practical features you rely on such as seating, load space or an automatic gearbox. A specific make, model or specification cannot be guaranteed, and availability at the time genuinely constrains what can be offered.

Please do not assume there is no cost to you. Whether any charge falls to you depends on liability, the route the claim takes and the terms of the hire agreement. We set out the position for your claim before you accept a vehicle. Ask us if anything is unclear — the replacement-vehicle page explains how it works.

Tell us at the very start exactly what you need. Adapted vehicles are in shorter supply and take longer to source, so early notice makes a real difference. We will be honest about what is realistically available rather than leaving you waiting on a maybe.

Only if they are named and approved on the agreement. Adding a driver is often possible but has to be arranged in advance, and may depend on their age, licence and driving record. Letting an unapproved driver use the vehicle breaches the agreement and leaves you exposed.

Yes. There is an "I am not sure" option on the form for exactly this reason. Liability is determined on the evidence between the parties and their insurers — not by your answer on a web form, and not by us.

You can still report it and we will tell you what support is available. Be aware that the options — particularly around replacement vehicles and who bears costs — are usually different where liability rests with you. We will not pretend otherwise to keep you on the phone.

Disputes are resolved between the parties and their insurers, on the evidence. It can take time, and it can change what is available to you part-way through. Where a dispute affects arrangements already in place — a replacement vehicle, for example — we will explain the implications as soon as we know them.

We coordinate accident support, repairs and mobility. We are not a law firm, we do not provide legal advice or legal representation, and we do not offer any "no win, no fee" arrangement. If you have been injured, seek medical attention and take independent legal advice about any injury claim.

No. Sterling Accident is an accident-management business. We coordinate accident support, repair arrangements, replacement-vehicle assistance and related claims administration. We are not an insurer, we do not underwrite policies and we do not decide claims.

Almost certainly yes. Most motor policies require you to notify the insurer of any accident, even where you are not making a claim on your own policy. Check your policy wording, and if in doubt tell them. We cannot advise you on your policy obligations.

Not for starting a report. Insurer and policy fields on the form are optional. Having them speeds things up, so send them on later if you find them.

Email claim@sterlingaccident.co.uk with your registration number. The team can use it to locate the case file and send you an update.

Complete the network application and our partner team will get in touch to discuss your facilities, coverage and the standards we work to. You can also email claim@sterlingaccident.co.uk.

We do not guarantee volumes, and you should be wary of anyone who does. Work allocation depends on where cases arise, the repair type and capacity at the time. We would rather set that expectation honestly at the start than have partners disappointed later.

The process — authorisation, documentation, invoicing and query resolution — is set out on the payment process page. Payment terms are confirmed in your partner agreement rather than published as a blanket figure.

Portal access is for authorised repair-network users. See Partner Login for how to reach it, or to request access if your business is not yet set up.

They are used to assess and progress your accident report, and shared only with the parties who need them for that — for example an engineer or repairer. They are not published, and they are not added to this website's public media library.

Our Privacy Policy sets out how we handle your information and how long we keep it.

You have rights over your personal data, including access, correction and, in some circumstances, erasure. Some records have to be kept for a period even after a claim closes. The Privacy Policy explains your rights and how to exercise them.

End the call and email claim@sterlingaccident.co.uk to check. We will not cold-call you asking for card details or bank information. If a call pressures you to decide something immediately, treat that as a warning sign.