German-law context: This page relates to German law and German automotive claims practice. It provides operational information, not individual legal advice.
Green means factual documentation and operational coordination. Amber means standardised communication with boundaries. Red means individual legal assessment or enforcement.
Green: operational work
Record facts, prepare estimates, document approvals, manage repairs, supply technical records and coordinate service providers on a proper customer instruction.
Amber: controlled standard communication
Explain process steps, use approved templates, forward documents and identify that legal questions should be referred. Avoid tailoring legal conclusions to the individual case.
Red: legal advice and enforcement
Assess liability, interpret policy rights, calculate litigation strategy, assert disputed legal positions or represent the customer. These activities belong with authorised legal professionals.
Management implementation
Train the team, define escalation phrases, review templates and audit real conversations. Role separation should be part of the standard process, not an annual disclaimer.
Frequently asked questions
Does the traffic light replace legal advice?
No. It is an operational orientation tool.
Can the workshop send documents to a lawyer?
Yes, with a proper customer instruction and data-protection basis.
Can staff explain the difference between liability and comprehensive routes?
They can explain operational process distinctions but should avoid individual legal conclusions.
Why is this commercially important?
Clear roles reduce risk, rework and contradictory customer communication.
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.