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Practical vehicle support after another driver's mistakeNon-Fault Accident Claims Support
If you believe another road user caused the collision, Sterling can coordinate the practical vehicle side of a non-fault accident claim, including evidence review, qualifying recovery, assessment, managed repairs and eligible replacement mobility.
Your account starts the review; it does not decide liability
A non-fault accident claim usually begins where you believe another road user caused the collision. Sterling records your account, photographs, vehicle details and any witness or third-party information you were safely able to collect.
That evidence helps the relevant insurer or third party consider liability. Sterling does not make the legal liability decision and will not promise an outcome before the responsible party has reviewed the circumstances. Our role is to make the evidence clear and keep the practical vehicle stages moving.
Even where the circumstances appear straightforward, details can be disputed or incomplete. Honest information matters more than trying to use special wording. Tell us what you saw and what happened in your own words.
If you're concerned about what the accident might mean for your next policy renewal, read our guide to non-fault accidents, insurance premiums and no-claims discounts. Renewal pricing is a separate decision from the vehicle claim.
Related guidance: what to do when the other driver's insurer contacts you; recovering a policy excess after a non-fault accident.
Useful evidence to begin
- Five clear vehicle photographs
- Date, time and location
- Other vehicle registration
- Driver and witness details, if available
- Dashcam footage, if you have it
Take photographs only when it is safe. Never enter live traffic to collect evidence.
What Sterling may coordinate on a qualifying non-fault claim
The support depends on the facts, liability route, eligibility, availability and applicable terms.
Free recovery and storage
If your vehicle cannot be driven safely or legally, free accident recovery and onward storage can be arranged where the claim qualifies.
Assessment and managed repair
Sterling coordinates the evidence, engineer information, estimate, repair authorisation, suitable repairer and progress through to handover.
Replacement mobility
A replacement car, van, taxi or PCO vehicle may be considered against reasonable need where eligibility, liability, availability and hire terms permit.
No automatic entitlement is implied. Sterling explains the recovery, repair, replacement-vehicle and possible cost position before you commit to an arrangement.
From your report to the next responsible decision
- 1
You report the accident
Add the basic circumstances, vehicle registration and safe photographs. Policy paperwork and an existing claim reference are not required to begin.
- 2
A claims specialist reviews the circumstances
We clarify what happened, what evidence is available, whether the vehicle can be driven and what practical support may be needed.
- 3
The liability and eligibility route is identified
The relevant third party or insurer considers liability. Sterling explains which services may be available while keeping the customer informed about who holds the decision.
- 4
Recovery, assessment and mobility are coordinated
Where eligible, we arrange free recovery, vehicle assessment and replacement mobility while the repair route is prepared.
- 5
The repair is authorised, managed and returned
A suitable network repairer completes authorised work. Sterling coordinates variations, updates, quality documentation and handover.
Understand the arrangement before accepting it
“Non-fault” does not mean every service is automatically free or risk-free. The route can depend on liability being accepted and on the terms attached to recovery, storage, repair or replacement mobility.
Sterling explains known charges, hire obligations and circumstances that could create customer responsibility before commitment. Ask whenever anything is unclear. A clear “who pays if…” answer matters more than a broad promise.
- Recovery
- Free where the accident claim qualifies; eligibility confirmed first.
- Replacement vehicle
- Subject to liability, need, availability and applicable hire terms.
- Repair
- Requires the relevant authorisation; Sterling coordinates rather than guarantees it.
- Customer responsibility
- Any known exposure or obligation is explained before acceptance.
Answers before you report
The relevant insurer or third party considers the evidence and decides liability. Sterling records the circumstances and coordinates the vehicle-claim information but does not make that legal decision.
Yes, Sterling provides free accident recovery where the claim qualifies. Tell us if the vehicle cannot be driven and we will confirm the eligibility and cost position.
No particular make, model or exact specification is guaranteed. Where eligible, the available vehicle is considered against reasonable need, liability, availability and the hire terms.
The available support and cost route may change. Sterling explains what evidence or decision is outstanding and what the practical options are, without promising an outcome controlled by another party.
No. Sterling coordinates vehicle accident claims, recovery, repair and replacement mobility. We do not provide personal-injury or legal representation.
Go deeper into the part you need
What changes when the accident was not your fault
A non-fault claim moves through the same practical stages, but the route and the costs can differ. Each one is set out below.
The non-fault claim process
How a non-fault vehicle claim progresses
Non-fault vehicle repairs
Repairing your vehicle after a non-fault accident
Non-fault replacement vehicle
Staying mobile after a non-fault accident
Credit hire explained
Credit-hire vehicle support explained clearly
Tell Sterling what happened
Five safe photographs and the basic accident details are usually enough for the first review.