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 maintain the evidence and receivable chronology. Legal default and interest calculations should be confirmed where the amount or dispute is material.
Submission completeness
The payer should receive the invoice, assessment, approvals, evidence and payment details required for the case. Missing documents can delay review.
Date control
Record when each document was sent, through which channel, and whether receipt can be shown. Telephone notes should not replace traceable submission.
Escalation path
Define reminder stages, owner, legal referral threshold and customer communication. A case should never remain “with the insurer” without a next date.
Financial reporting
Track overdue amount, age, disputed amount, reason code and expected next action. This links claims operations to working-capital management.
Frequently asked questions
When is an insurer legally in default?
That depends on maturity, information available, review time and the specific case. Legal assessment may be required.
Can the workshop charge interest?
Potentially, depending on the creditor relationship and legal conditions.
What is the first practical step?
Prove complete submission and set a documented follow-up date.
How does this affect Days to Cash?
Uncontrolled review and escalation time directly lengthen cash conversion.
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.