German-law context: This page relates to German law and German automotive claims practice. It provides operational information, not individual legal advice.
The workshop should document the reasons for time and cost, but it should not turn a general legal principle into blanket restrictions on the customer.
Reasonable action, not self-sacrifice
Mitigation is assessed in the circumstances of the individual case. The customer is not automatically required to choose the cheapest theoretical option.
Workshop documentation
Parts delays, approval waits, dismantling findings, safety requirements and customer availability should be recorded as they occur.
Replacement mobility and storage
Need, duration, class, availability and attempts to limit unnecessary cost should be traceable.
Legal boundary
Whether a specific action was legally required is a matter for legal assessment. The workshop supplies the chronology and technical reasons.
Frequently asked questions
Does mitigation mean the cheapest repair?
No. Reasonableness and the individual case matter.
Why are dates important?
Because unexplained gaps can be characterised as avoidable delay.
Can the insurer direct every operational decision?
Policy or legal rights vary. The question should be assessed under the relevant claim route.
What should management standardise?
A delay log with cause, owner, evidence and next action.
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.