German-law context: This page relates to German law and German automotive claims practice. It provides operational information, not individual legal advice.
The quality criterion is not the number of uploaded files. It is whether every relevant decision can be understood from the record without reconstructing the case from emails and telephone notes.
Core information
Vehicle and customer data, claim number, claim type, liability or comprehensive status, insurer details, dates, mileage and current responsibility should be immediately visible.
Evidence and approvals
Initial photographs, dismantling evidence, manufacturer instructions, repair estimate, assessment, approvals, customer instructions and digital signatures should be linked to the correct case and time.
Operational orders
Assignments to damage assessors, lawyers, replacement-vehicle providers, body and paint partners or towing providers need a clear mandate, recipient and status.
Management status
The file should show open tasks, overdue actions, missing evidence, financial exposure and the next responsible role. This transforms a passive archive into an operational control instrument.
Frequently asked questions
Is email a digital claims file?
No. Email can be part of communication, but it does not provide a structured, shared case status.
What is the minimum standard?
Unique case ID, vehicle identity, claim type, evidence chain, approvals, open actions and accountability.
How does SchadenNetzwerk fit?
SchadenNetzwerk is the operational digital claims portal and claims file for individual customer cases.
How is R-SOS different?
R-SOS is a consulting diagnostic for the repair business. It analyses profit leakage and process weaknesses; it is not a customer claims file.
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.