Evidence threshold
The account, contact points, third-party details and independent material should support the proposed sequence.
Home Non Fault Accident Claims Claim Process
How the non-fault accident claim process worksNon-Fault Accident Claim Process: Step by Step
How the non-fault accident claim process works. The sections below identify the information needed to choose the next vehicle step.
Non-fault claim process
Evidence thresholdThe account, contact points, third-party details and independent material should support the proposed sequence
Liability statusDistinguish alleged responsibility, an insurer investigation and a formal admission
Service basisKnow whether each vehicle service is supplied through a policy, responsible insurer or separate agreement
Authority stays visibleSterling reviews and coordinates but does not admit liability on behalf of an insurer or guarantee recovery, repair funding or replacement mobility
What a non-fault review needs
How the non-fault accident claim process works
A non-fault vehicle claim progresses by checking the accident evidence, establishing the proposed liability route and then coordinating the vehicle services that are actually eligible. Recovery and repair can sometimes begin while information is reviewed, but a description of ‘non-fault’ is not itself an unconditional approval.
Use this page for a stage-by-stage understanding of a claim where another road user may be responsible.
What another party still decides
Three facts that change the practical route
Liability status
Distinguish alleged responsibility, an insurer investigation and a formal admission.
Service basis
Know whether each vehicle service is supplied through a policy, responsible insurer or separate agreement.
How the claim moves
A practical sequence for this enquiry
Sterling can coordinate the practical stages, while the responsible insurer or third party retains its decisions.
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1
Report the event
Submit the accident facts and identify all drivers, vehicles and witnesses.
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2
Review non-fault indicators
Check road movements, damage and available independent evidence.
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3
Protect the vehicle
Arrange qualifying recovery or assessment where it should not be driven.
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4
Obtain the decision path
Send estimates and evidence to the party responsible for liability and authorisation.
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5
Coordinate repair and mobility
Progress approved work and eligible replacement transport with clear terms.
Costs and terms to clarify
What to clarify before accepting a service
Equating allegation with acceptance
Another driver’s apology or your own account may not complete the insurer’s review.
No-cost assumption
Excess, hire responsibility and other charges depend on the individual route.
Evidence gaps
Missing third-party or scene information can slow a decision even where damage is clear.
Responsibility boundary: Sterling reviews and coordinates but does not admit liability on behalf of an insurer or guarantee recovery, repair funding or replacement mobility.
Questions about non-fault support
Questions about this vehicle route
Use this page for a stage-by-stage understanding of a claim where another road user may be responsible.
The important areas are evidence threshold, liability status, service basis. Each should be recorded accurately for the individual vehicle.
Another driver’s apology or your own account may not complete the insurer’s review. Excess, hire responsibility and other charges depend on the individual route. Missing third-party or scene information can slow a decision even where damage is clear.
No. Sterling reviews and coordinates but does not admit liability on behalf of an insurer or guarantee recovery, repair funding or replacement mobility.
Related non-fault guidance
Other help with a non-fault vehicle claim
Not at fault? Get your vehicle claim moving
See what evidence helps the liability review and what still depends on another party.
View non-fault guidanceAccident recovery coordinated with the vehicle claim
Check the access, destination and eligibility details needed before collection.
View recovery 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.