Claim basis
The supplier needs to know whether provision comes through policy cover, a responsible insurer or another contract.
Home Replacement Vehicle Eligibility
A practical eligibility decision treeReplacement-vehicle eligibility after an accident
A practical eligibility decision tree. Use this guide to see who needs to act and which terms should be confirmed.
Replacement vehicle eligibility checks
Claim basisThe supplier needs to know whether provision comes through policy cover, a responsible insurer or another contract
Need rather than convenienceWork, care, accessibility, passenger and essential-distance requirements help establish suitability
Driver and supply checksLicence, age, use, insurance, vehicle class and stock can affect the available option
No outcome assumedSterling may collect eligibility information and coordinate supply; the policy or vehicle supplier makes the final acceptance and availability decision
What the supplier must confirm
What the next organisation needs to know
Need rather than convenience
Work, care, accessibility, passenger and essential-distance requirements help establish suitability.
Driver and supply checks
Licence, age, use, insurance, vehicle class and stock can affect the available option.
What affects vehicle eligibility
A practical eligibility decision tree
Replacement-vehicle eligibility is not decided by one fact. The route considers why the damaged vehicle is unavailable, liability or policy basis, genuine mobility need, authorised drivers, suitable stock and the terms under which supply is offered.
This page is for customers who want to know which information a provider needs before confirming a temporary vehicle.
If wheelchair travel or adapted driving controls are essential, see our wheelchair-accessible replacement vehicle guide for the specialist suitability details and questions to discuss before accepting a vehicle.
Terms to read before accepting
Costs, use and return terms to understand
Single-factor assumption
Being non-fault or having comprehensive insurance does not by itself confirm every arrangement.
Omitting commercial use
Taxi, delivery, business or fleet use must be declared to the supplier.
Treating eligibility as permanent
The vehicle must be returned when the agreed need or entitlement ends.
Responsibility boundary: Sterling may collect eligibility information and coordinate supply; the policy or vehicle supplier makes the final acceptance and availability decision.
How replacement mobility is arranged
Actions that keep the vehicle case moving
Need, eligibility, availability and supplier terms are checked before a replacement vehicle is accepted.
-
1
Confirm loss of use
Show that the damaged vehicle cannot reasonably perform the required journeys.
-
2
Identify the funding route
Provide the policy, liability or other basis being considered.
-
3
Document reasonable needs
Explain passengers, load, work and accessibility accurately.
-
4
Complete supplier checks
Meet licence, driver, insurance and acceptance requirements.
-
5
Review continuing eligibility
Update the supplier when repair, settlement or circumstances change.
Questions about replacement vehicles
Answers before the next step
Replacement-vehicle eligibility is not decided by one fact. The route considers why the damaged vehicle is unavailable, liability or policy basis, genuine mobility need, authorised drivers, suitable stock and the terms under which supply is offered.
Start with claim basis, need rather than convenience, driver and supply checks. Show that the damaged vehicle cannot reasonably perform the required journeys. Provide the policy, liability or other basis being considered.
Being non-fault or having comprehensive insurance does not by itself confirm every arrangement. Taxi, delivery, business or fleet use must be declared to the supplier. The vehicle must be returned when the agreed need or entitlement ends.
Sterling may collect eligibility information and coordinate supply; the policy or vehicle supplier makes the final acceptance and availability decision.
Other mobility guidance
Guidance connected to replacement mobility
Replacement-vehicle assistance while yours is off the road
Review eligibility, availability, costs and terms before accepting a vehicle.
View mobility guidanceNot 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 repairs managed from assessment to handover
See how assessment, authorisation and the repair hand-off work.
View repair 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.