German-law context: This page relates to German law and German automotive claims practice. It provides operational information, not individual legal advice.
Every deduction should have a category, evidence status, financial value, responsible owner, next action and decision date.
Classify before reacting
Separate factual documentation gaps, technical disputes, pricing disputes, contractual issues and legal questions. Each category requires a different response and owner.
Build the evidence chain
The strongest operational response starts before the invoice: photos, manufacturer procedures, subcontractor invoices, calibration reports, approvals, delivery records and a clear repair narrative.
Set economic thresholds
Not every amount should trigger the same effort. Management should define thresholds for internal clarification, specialist review, legal referral, customer communication and write-off. The decision should consider both amount and recurrence risk.
Measure the process
Useful KPIs include deduction value, recovered value, time to decision, repeated causes, open deductions by age and the share of cases with complete evidence. The objective is not endless dispute; it is controlled commercial resolution.
Frequently asked questions
Should the workshop argue legal questions itself?
No. The workshop documents facts and commercial consequences. Legal assessment and enforcement belong with authorised legal professionals.
What is the first operational improvement?
Create a central deduction register with owner, deadline and evidence status.
Which deductions matter most?
High-value positions and repeated causes with portfolio-wide impact should be prioritised.
How does R-SOS help?
R-SOS identifies recurring deduction drivers and converts them into a prioritised operational improvement plan. It is not used to process the individual customer claim.
Frank Roll, MSc, MBA
Automotive claims management specialist working at the interface between dealerships, insurers, automotive damage assessors and legal professionals since 1998. Author of Schadenmanagement im Autohaus and developer of the R-SOS management consulting system.
Last reviewed: July 2026 · The specialist book is currently available in German.