What to Expect From Your Non-Fault Claim
A non-fault claim should repair the damage caused by another driver and help you remain mobile while the work is completed.
The process still involves several parties, including the other driver’s insurer, vehicle assessors, parts suppliers and replacement vehicle providers. Knowing what happens at each stage makes the claim easier to follow.
Sandown Coachworks manages the repair process from the first assessment through to the return of your vehicle. We communicate with the relevant parties, arrange replacement transport where appropriate and keep you informed as the claim progresses.
Our Five-Step Aftercare Process
Once you contact Sandown Coachworks, we review the accident, assess your vehicle and explain the available claim route. Here is what happens next.
1. Vehicle Assessment
Understanding the full extent of the damage.
2. Claim Review & Insurer Communication
Establishing how the claim will be managed.
3. Replacement Transport & Recovery
Arranging suitable transport while your vehicle is repaired.
4. Manufacturer Standard Repair
Repairing the vehicle to the correct specification.
5. Quality Checks & Handover
Final checks before your vehicle is returned.
Vehicle Assessment
The first step is to understand the full extent of the damage.
You can bring your vehicle to one of our accident repair centres in Shepperton, Camberley or Heathrow. If the vehicle is unsafe or cannot be driven, we can discuss recovery to the most suitable Sandown Coachworks bodyshop.
Before arranging the repair, we may ask you to provide:
- Your contact details
- Vehicle registration and mileage
- The Vehicle Identification Number
- Photographs of the damage and the rest of the vehicle
- The other driver’s details
- Insurance information
- Witness or dashcam evidence
- A description of how the accident happened
Our technicians inspect the visible damage and check for signs that other components may have been affected. Modern bumpers, mirrors, windscreens and body panels can contain cameras, radar units, parking sensors and other electronic systems. Damage to these parts may require diagnostic checks and calibration as part of the repair.
Creating the Repair Estimate
Sandown Coachworks uses Audatex estimating software to prepare a detailed repair estimate.
The system uses vehicle-specific data to identify the required parts, repair operations and labour times. It helps our estimators account for the correct vehicle specification and applicable manufacturer repair information.
The estimate may include:
- Replacement parts
- Panel repairs
- Paint materials and refinishing
- Structural work
- Mechanical operations
- Diagnostic scans
- Wheel alignment
- ADAS calibration
- Labour time
Photographs and assessment information are submitted with the estimate so that the insurer or paying party can review the proposed work.
Some damage only becomes visible after a panel, bumper or interior trim has been removed. If this happens, we document the additional damage and submit a supplementary estimate for approval before completing the extra work.
Claim Review and Insurer Communication
We review the available evidence and establish how the claim should be managed.
For a non-fault claim, the repair and associated reasonable costs may be recovered from the insurer of the driver responsible for the accident. This can allow the claim to proceed outside your own comprehensive insurance cover.
When the claim follows this route, your policy excess will not usually apply because the repair is not being paid for under your own policy. You should still notify your insurer about the accident if your policy requires you to do so.
Sandown Coachworks can communicate with the relevant insurer about:
The accident circumstances
Liability
Vehicle inspection
Repair authorisation
Estimated repair costs
Additional damage found during the repair
Replacement transport
Repair progress and final repair charges
You may still need to provide information, approve documents or respond to questions. Accurate information and prompt replies can prevent avoidable delays.
When Liability Has Not Been Agreed
A claim does not become non-fault simply because one driver believes the other person caused the collision. Insurers assess liability using the available evidence.
This may include:
- Statements from both drivers
- Photographs of the vehicles and accident scene
- Dashcam footage
- Witness accounts
- Police reports
- The location and type of vehicle damage
- Relevant road markings and traffic signs
Liability may be agreed quickly when the evidence is clear. Disputed or shared liability claims can take longer.
We will explain the available options if responsibility has not been confirmed.
Replacement Transport and Recovery
If you have a reasonable need for replacement transport, we can discuss the available vehicle options.
A replacement vehicle may be arranged according to the type of vehicle you drive and how you use it. The assessment can consider passenger numbers, boot space, automatic transmission, commercial use, accessibility requirements and other practical needs.
The replacement will usually be broadly comparable to your own vehicle. The exact make and model will depend on your circumstances, the agreed claim route and vehicle availability.
Replacement transport may be provided through:
- A courtesy vehicle
- The at-fault insurer
- A vehicle hire provider
- A credit hire agreement
Each arrangement has different terms. You should understand who provides the vehicle, who is responsible for the charges and what you must do before accepting it.
If credit hire is proposed, you will be asked to sign a separate agreement. The hire provider will normally seek to recover the reasonable hire charges from the at-fault insurer. Read the agreement before signing and ask what happens if liability or the hire charges are disputed.
Recovery of an Undriveable Vehicle
Do not continue driving if the vehicle has warning lights, leaking fluids, damaged steering, exposed tyres, loose bodywork or deployed airbags.
We can discuss recovery to your preferred Sandown Coachworks repair centre if the vehicle is unsafe or cannot be driven. Tell us where the vehicle is located and whether it is on a public road, at your home, with a recovery company or in vehicle storage.
Manufacturer Standard Repair
Once the repair has been authorised and the required parts are available, our technicians begin the work.
The repair plan is based on the damage assessment, vehicle specification and applicable manufacturer repair methods. This is particularly important when the accident has affected structural materials, electronic systems, airbags, cameras or driver assistance equipment.
The work may involve:
Removing damaged panels and components
Measuring the vehicle structure
Repairing or replacing structural sections
Fitting genuine manufacturer parts
Preparing and refinishing repaired panels
Matching the vehicle’s paint colour
Completing diagnostic scans
Calibrating affected cameras and sensors
Checking wheel alignment
Reassembling and testing the vehicle
Sandown Coachworks holds BS 10125 certification for vehicle body repair. Our facilities include equipment for structural, aluminium, electric, hybrid and prestige vehicle repairs.
Updates During the Repair
We keep you informed as the repair moves through the workshop. Where available, you can follow updates through our online repair portal.
The expected completion date may change if we identify hidden damage, need further insurer approval or encounter a delay with parts. We will explain any change and provide a revised timescale when more information becomes available.
Quality Checks and Handover
Your vehicle goes through final quality checks before it is returned.
The checks depend on the work completed and may include:
- Panel alignment
- Paint finish and colour match
- Diagnostic scans
- Warning light checks
- ADAS calibration confirmation
- Lighting and electrical functions
- Wheel alignment
- Road testing where appropriate
- Final repair inspection
Your vehicle is then cleaned and valeted ready for collection or delivery.
We will explain the completed work and provide the relevant repair or warranty documents. If a replacement vehicle has been supplied, its return or collection will be coordinated as part of the handover.
Check the replacement vehicle before returning it. Remove your belongings, replace the fuel or charge as required and report any damage that occurred during the hire.
How Long Does a Non-Fault Claim Take?
The length of a non-fault claim depends on the accident, the vehicle and the response from the insurers involved.
A straightforward cosmetic repair may progress quickly once authorised. Structural damage, electric vehicle repairs, specialist parts or disputed liability can extend the process.
The main factors include:
How quickly liability is agreed
Whether the vehicle can be driven
The extent of the damage
Insurer approval times
Parts availability
Additional damage found after dismantling
Diagnostic and calibration requirements
Whether the vehicle is repaired or written off
We will give you an expected repair timescale after the assessment. This may need to be revised if new damage or a parts delay affects the repair plan.
Customer Testimonials
Real experiences from real people - featuring our expert team
Excellent
David Churcher
1 month ago
Wow my car what a picture sooooooo nice brand new what can I say world class such lovely…
Robert Baker
1 month ago
Top drawer, attention to detail and quality, with a strong custome rfocused disposition. In brief, stati….
Rebecca Smith
2 months ago
An absolute pleasure of a company to deal with. They’ve kept me up to date every step…
Angela Hancock
2 months ago
Did a fantastic job on my Toyota Yaris, lovely staff, very friendly. Very professional…….
Linda
4 months ago
We were very impressed by the professionalism and courteousness shown to us by Claudiu….
Excellent
David Churcher
1 month ago
Wow my car what a picture sooooooo nice brand new what can I say world class such lovely…
Robert Baker
1 month ago
Top drawer, attention to detail and quality, with a strong custome rfocused disposition. In brief, stati….
Rebecca Smith
2 months ago
An absolute pleasure of a company to deal with. They’ve kept me up to date every step…
What Happens if the Vehicle Is Written Off?
An insurer may declare the vehicle a total loss when it cannot be repaired safely or the estimated repair cost is too high in relation to its value.
The insurer will calculate a pre-accident market value and make a settlement proposal. You should check that the valuation reflects the vehicle’s age, mileage, condition, specification and service history.
The repair process will stop if the vehicle is confirmed as a total loss. Any replacement vehicle will also need to be returned within the period agreed with the vehicle provider.
Sandown Coachworks can explain what happens to the vehicle and which documents may be required.
What Can Delay a Non-Fault Claim?
Many delays happen because information, approval or parts are outstanding.
Common causes include:
- The other driver disputes responsibility
- An insurer needs more evidence
- Contact or insurance details are incorrect
- The vehicle requires a second inspection
- Hidden damage changes the repair estimate
- Additional work needs approval
- A manufacturer part is unavailable
- Specialist calibration is required
- The insurer is considering a total loss
Send requested documents promptly and tell us if your contact details or circumstances change. This helps us keep the repair moving.
What You Need to Do During the Claim
We manage the communication and repair work, but we may need your help at certain points.
You should:
- Provide accurate accident information
- Send photographs and documents when requested
- Notify your insurer where required by your policy
- Read any hire or repair agreement before signing
- Respond to questions about liability
- Tell us about planned travel or periods when you will be unavailable
- Keep us informed if another insurer or company contacts you
- Follow the terms of any replacement vehicle agreement
Contact us before accepting another repair, recovery or hire arrangement. Having several companies working on the same claim can create confusion and delay decisions.
Questions About the Non-Fault Claim Process
What information should I provide when I first contact Sandown Coachworks?
Provide your vehicle registration, contact details, accident date, other driver’s information and photographs of the damage. Dashcam footage and witness details can also help establish what happened.
How is fault decided after an accident?
Insurers assess driver statements, vehicle damage, photographs, witness accounts, dashcam footage and other available evidence. Responsibility may be divided between drivers if both contributed to the accident.
When will the repair begin?
The repair can be scheduled once the vehicle has been assessed, the proposed work has been authorised and the required parts are available. We will explain the expected start date after reviewing the claim.
What happens when more damage is found?
We photograph and document the additional damage. A supplementary estimate is then sent to the insurer or paying party for approval before the related work continues.
How will I receive repair updates?
Our team will provide progress updates and, where available, access to the online repair portal. We will contact you if hidden damage, insurer approval or parts availability changes the expected completion date.
How does a non-fault claim affect my insurance record?
You may still need to report the accident to your insurer, even when another company manages the claim. A claim is generally recorded as non-fault once the insurer recovers its costs from the responsible party. Your insurer can explain how the incident will appear on your policy record.
What happens to my replacement vehicle when the repair is complete?
The replacement vehicle must be returned or made available for collection under the provider’s instructions. Sandown Coachworks can coordinate this with the return of your repaired vehicle.
Where will my vehicle be repaired?
Sandown Coachworks has accident repair centres in Shepperton, Camberley and Heathrow. We will help you select the most suitable location based on your vehicle, location and repair requirements.
Start Your Non-Fault Claim
Contact Sandown Coachworks if another driver has damaged your vehicle.
We will review the accident, assess the vehicle and explain what happens at each stage of the claim.
