Home Replacement Vehicle
Replacement car after an accidentWork, school runs, appointments and shopping do not pause because your vehicle is being assessed or repaired. Where the claim qualifies, Sterling considers replacement mobility matched to your reasonable need.
This is not automatic A replacement vehicle depends on claim eligibility, liability, availability and the applicable terms. We will tell you honestly whether it is likely in your circumstances before anything is arranged.
A replacement vehicle is not always provided in the same way. Who arranges it, the terms you sign and who may ultimately pay depend on the route you take.
Your motor policy may include a courtesy car, often subject to the repairer, vehicle type, availability and the limits of your cover. It may not be available for every claim or for the entire period your car is off the road.
Where another driver is responsible, their insurer may offer repairs and a replacement directly. Confirm the cover, duration, vehicle suitability and any payment or return obligations in writing before accepting.
A hire supplier may arrange a suitable replacement and seek to recover reasonable hire costs from the responsible party's insurer. This is a separate contract, not automatically a benefit under your own policy. If liability or charges are disputed, you may have to assist with recovery or pay costs under the agreement.
Before signing a credit-hire agreement: ask for the daily hire rate, when hire begins and ends, why that vehicle is reasonably needed, what happens if costs cannot be recovered and whether any separate protection applies. The Financial Ombudsman Service explains credit-hire risks and alternatives. There is no automatic guarantee of a free or like-for-like replacement.
We look at what you actually use your vehicle for: how many people you carry, what you carry, whether you need it for licensed work and any access requirements. Availability and eligibility shape what can be offered. PCO drivers can read our licensed replacement guidance.
Vehicle categories shown are illustrative. A specific make, model, specification or vehicle size cannot be guaranteed. What can be offered depends on eligibility, liability, availability at the time and the applicable terms.
Several things feed into it, and not all of them are within our control. Being open about that from the start is better than a promise we cannot keep.
Who was at fault, and whether that is accepted or still in dispute, is usually the biggest factor. Liability is determined on the evidence between the parties and their insurers.
Whether the claim proceeds through your own insurer, the third party's insurer, or another route affects what mobility assistance is available and who bears the cost.
A replacement is there to cover a genuine loss of use. If you have another vehicle available, or your own car is still safe and legal to drive, the position may be different.
Suitable vehicles are finite, and specialist or adapted vehicles more so. Availability at the time of your claim is a real constraint, not a formality.
Driving licence status, age, endorsements and any conditions attached to a hire agreement can all affect what can be provided. These are checked before a vehicle is arranged.
Any replacement vehicle is provided under a written agreement. You will see those terms before you accept a vehicle, and we will talk you through anything you are unsure about.
How a replacement vehicle reaches you depends on where you are and what is being supplied. We agree the arrangement with you rather than assuming.
Licence checks, the address, the dates and the vehicle type are confirmed with you first.
The agreement, your responsibilities and any charges are set out before you accept the vehicle.
The vehicle's condition, mileage and fuel or charge level are recorded with you at handover.
Return or changeover is arranged in line with the claim, supplier availability and the agreement. Check when hire must end to avoid unnecessary charges.
A replacement vehicle is not a free-for-all, and pretending otherwise causes problems later. These are the obligations that normally come with one.
The exact obligations are set out in the agreement you sign. Where the wording below and the agreement differ, the agreement applies.
Replacement vehicles can involve different charges depending on whether they are provided under your motor policy, directly by another insurer or through a separate hire supplier. Ask what applies to your route and what you may owe if liability or hire charges are disputed.
Every replacement vehicle is supplied under a written hire agreement between you and the supplier. That agreement — not this page — sets out the specifics for your vehicle: who insures it, what excess applies if it is damaged, whether there is a mileage limit, who pays for fuel or charging, and how long you may keep it. Those terms vary by supplier and by vehicle, which is exactly why we put the actual document in front of you instead of printing a general version here that might not match.
The following are common responsibilities under replacement-vehicle hire agreements, but the exact position depends on your contract, insurance and circumstances. Ask the supplier to identify any charges that apply to you:
Please do not assume a replacement vehicle is at no cost to you Whether any charge falls to you depends on liability, the route the claim takes and the terms of the agreement. Ask us before you accept a vehicle if you are unsure, and we will set out the position for your specific claim.
We have deliberately not put hours or days against these stages. How quickly each one completes depends on liability, licence checks and what is available.
| Stage | What happens | What we need from you |
|---|---|---|
| Report | You send the accident details and photographs. | Registration, what happened, whether the vehicle is driveable. |
| Review | We assess the claim route and whether mobility assistance is likely. | Insurer details if you have them, and the other driver's details. |
| Eligibility discussion | We explain what can and cannot be offered, and why. | Your genuine need for a vehicle, and any specific requirements. |
| Checks | Licence and eligibility checks are completed. | Any licence details requested during the eligibility checks. |
| Agreement | You receive the written terms to read. | Questions raised before you sign, not after. |
| Handover | The vehicle is delivered or collected, and its condition recorded. | Availability at the agreed time and place. |
| Changeover | The replacement is collected when your vehicle is ready. | Personal belongings removed, fuel or charge as agreed. |
Scroll the table sideways to see all columns.
We aim to match reasonable need rather than match the badge on your own car. That normally means a similar size and type of vehicle with the practical features you rely on. A specific make, model or specification cannot be guaranteed, and availability at the time is a genuine constraint.
Generally for as long as you have a genuine loss of use that the claim supports — usually while your vehicle is being repaired, or while a total-loss settlement is being resolved. The agreement you sign sets out the basis, and we will tell you as soon as we know the vehicle needs to go back.
Only drivers named and approved on the agreement. Adding a driver is often possible, but it has to be arranged in advance and may depend on their age, licence and driving record. Letting an unapproved driver use the vehicle puts you at risk and breaches the agreement.
Make the scene safe, call 999 if anyone is injured or the road is blocked, then contact us as soon as you can. Do not arrange repairs to the vehicle yourself. What you may be liable for depends on the cover in place and the terms of your agreement, which we will go through with you.
Tell us at the very start what adaptations you rely on. Adapted and wheelchair-accessible vehicles are in shorter supply and may take longer to source, so early notice helps. See our accessible replacement vehicle guide for practical requirements. Availability cannot be guaranteed.
No. If you do not reasonably need a replacement or prefer not to enter a hire agreement, you can decline it. Ask the insurer or relevant provider to confirm whether doing so affects any separate policy benefit or claim arrangement.
Not automatically. Your own insurer may provide a courtesy car under the policy, the other driver's insurer may arrange a vehicle, or an independent provider may offer credit hire. Under credit hire, you may become responsible for charges that cannot be recovered from the other insurer, depending on the signed agreement.
The supplier may dispute or pursue the charges and may ask you to cooperate or pay some costs under your agreement. Ask about the daily rate, recovery process and any protection against unrecovered charges before accepting a vehicle. The Financial Ombudsman explains the risks of credit hire.
Specialist requirements should be raised before a vehicle is chosen. A PCO vehicle needs suitable licensing, insurance and operator approval; accessible vehicles must meet the driver's or passenger's actual access needs. Stock and eligibility vary, and a specific adapted or licensed vehicle cannot be guaranteed.
Replacement mobility depends on eligibility, liability and hire terms. Each part of the position is set out below.
Report the accident, mention your mobility needs and we will look at whether a replacement vehicle can be part of the arrangements — before anything is committed.
