German-law context: This page relates to German law and German automotive claims practice. It provides operational information, not individual legal advice.
Mark the claim type before making promises, ordering work or discussing cover. Where the facts are unclear, record the uncertainty and obtain clarification.
Third-party liability
The injured party asserts claims against the liable party or insurer under the German legal framework. The workshop is not the legal representative unless separately authorised and permitted.
Partial comprehensive
Cover commonly concerns defined events such as theft, glass, storm, hail, fire or animal collision, subject to policy terms and deductible.
Comprehensive
Comprehensive cover may include collision damage to the insured vehicle, subject to policy terms, deductible, repair instructions and contractual rights.
Operational intake
Record event, date, parties, policy, deductible, repair authorisation, possible workshop binding and the customer’s chosen advisers. Use route-specific checklists.
Frequently asked questions
Can a case involve more than one route?
Potentially, but each route should remain separately documented.
Who decides cover in comprehensive insurance?
The insurer under the policy terms; legal disputes belong with authorised counsel.
What is the workshop’s first question?
Which claim route applies and what approval or customer instruction is documented?
Why does separation matter commercially?
It prevents wrong pricing, unpaid deductibles, unapproved work and unrealistic customer expectations.
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.