From accident report to recovery, repair and vehicle return

Make the scene safe

Stop. Switch on hazard lights. Check whether anyone is hurt. If anyone is injured, the road is blocked or there is any danger, call 999 before anything else. Move to a safe place if you can, and do not stand in a live traffic lane.

When it is safe, exchange details with the other driver, note the location, and take photographs of the vehicles, the damage and the number plates.

Safety comes before evidence, always

Report the accident

Send us the details and photographs through the online report. You do not need policy documents, a reference number or a full written account to start.

Start your accident report

Initial review

A claims specialist reads your report, looks at the photographs and identifies what the claim needs first — for example whether the vehicle needs recovering before anything else can happen.

Eligibility and liability discussion

We call you back to confirm the details and explain what support may be available. This is where we are straight with you: what looks likely, what does not, and what is still unknown.

Liability itself is not decided here. It is determined on the evidence between the parties and their insurers, and it can change as more information emerges.

Free recovery on a qualifying claim, or onward mobility

If your vehicle cannot be driven, Sterling can arrange free accident recovery and secure storage where the claim qualifies. If you have a genuine loss of use and the claim supports it, we look at replacement-vehicle assistance in parallel so you are not stranded while the assessment is arranged.

Subject to eligibility, liability, availability and terms

Vehicle assessment

A repairer inspects the vehicle and prepares an estimate covering the damage, the method and the cost. Where the claim requires it, an independent engineer reviews that assessment.

If the vehicle turns out to be uneconomical to repair, the claim moves onto a valuation and settlement route instead, and we explain what that means for you.

Repair authorisation and coordination

We put the assessment forward for authorisation, answer the questions that come back and get the repair booked in. Parts are ordered, dates are set, and additional damage found during strip-down is raised as a variation.

How accident repairs are managed

Progress updates

You hear from us when the assessment is complete, when the repair is authorised, when a completion date is confirmed and whenever something changes. You can also call at any point with your registration number and get a straight answer on where things stand.

Quality check and handover

The finished repair is inspected against what was authorised: alignment, paint, fastenings, warning lights and calibration, plus a road test where appropriate. Qualifying repairs receive the Return Ready preparation before your vehicle is handed back with a record of the work carried out.

Claim closure and next steps

Any replacement vehicle is collected, outstanding documentation is completed and the file is closed. If anything remains open — an unresolved liability position, an ongoing insurer discussion or an injury matter being handled elsewhere — we tell you what it is, who holds it and what you should expect next.

If something is not right after handover, contact us. It is easier to put right straight away than months later.