German-law context: This page relates to German law and German automotive claims practice. It provides operational information, not individual legal advice.
Record the customer’s account, police details, witnesses, photographs and vehicle damage pattern. Refer legal allocation to authorised counsel.
Why shares arise
Traffic-rule breaches, operational risk and evidential uncertainty can lead to partial liability. The legal balancing is case-specific.
Commercial consequence
A customer may remain responsible for part of the invoice or deductible if full recovery is not achieved. This needs transparent communication without legal prediction.
Evidence at intake
Scene photographs, contact details, police reference, witness data and a precise chronology can materially support later assessment.
Repair release
Where liability is uncertain, the repair order and financing route must be explicit. The workshop should know who bears payment risk before starting high-value work.
Frequently asked questions
Can the workshop estimate a liability share?
It may describe technical facts but should not provide individual legal conclusions.
Does a police report decide civil liability?
Not automatically. It is evidence within the broader legal assessment.
What is the operational risk?
Starting work based on an assumed full recovery that later becomes a partial claim.
Who should communicate the legal position?
The customer’s authorised lawyer or insurer, as applicable.
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.