Procurement Glossary
Claim management: systematic processing of claims and demands
November 19, 2025
Claim management refers to the systematic processing and administration of claims, demands and supplements between contractual partners. In Procurement , this process plays a central role in the enforcement of justified claims against suppliers and the professional defense against unfounded claims. Find out below what claim management involves, which process steps are required and how you can minimize risks.
Key Facts
- Systematic processing of claims and receivables between contractual partners
- Includes both the enforcement of own claims and the defense against unfounded claims
- Requires sound contractual and legal knowledge as well as structured documentation
- Central importance for cost optimization and risk minimization in Procurement
- Digital tools increasingly support efficient processing and tracking
Contents
What is claim management? Definition and process
Claim management comprises the professional handling of all claims and demands that may arise between the client and the contractor.
Basics and core elements
Claim management involves the systematic identification, evaluation and processing of claims. This involves both enforcing your own justified claims and defending against unfounded claims from the other party. The process requires a structured approach with clear documentation and a legal basis.
- Claim identification and evaluation
- Legal review and documentation
- Negotiation and communication
- Enforcement or defense of claims
Claim management vs. complaint management
While complaint management focuses primarily on the processing of quality defects, claim management encompasses a broader spectrum of legal and contractual claims. This includes deadline delays, additional costs, planning changes and other contract-related issues.
Importance of claim management in Procurement
In procurement, professional claim management contributes to cost optimization and risk minimization. It strengthens the negotiating position with suppliers and ensures that contractual agreements are enforced. At the same time, it protects against unjustified claims and helps to improve supplier relationships.
Process steps and responsibilities
A structured claim management process ensures that all claims are processed efficiently and with legal certainty.
Claim identification and initial assessment
The first step involves the systematic identification of potential claims through continuous monitoring of contract fulfillment. Deviations from agreed services, deadlines or quality standards are recorded and subjected to an initial legal assessment.
- Continuous contract monitoring
- Documentation of deviations
- Initial legal assessment
Documentation and preservation of evidence
Seamless documentation forms the foundation of successful claim management. All relevant documents, communication and evidence are systematically recorded and archived in a legally compliant manner. This includes contracts, change orders, correspondence and technical documentation.
Negotiation and enforcement
Professional negotiation requires both legal and commercial expertise. Out-of-court solutions are sought first before legal action is taken. A clear delegation of authority regulates the decision-making powers in the process.
Tacto Intelligence
Combines deep procurement knowledge with the most powerful AI agents for strong Procurement.
Important KPIs for claim management
Meaningful key figures enable the effectiveness and efficiency of the claim management process to be evaluated.
Success and enforcement rates
The success rate measures the proportion of successfully enforced claims in relation to all claims asserted. A high rate indicates a professional assessment and pursuit of claims. In addition, the average enforcement time is used as an efficiency indicator.
- Success rate of own claims (%)
- Defense rate of unfounded claims (%)
- Average processing time (days)
Key financial figures
The claim volume enforced in relation to the total purchasing volume shows the financial significance of claim management. The cost-benefit ratio takes into account both the process costs and the savings achieved and losses avoided.
Preventive indicators
The number of potential claims identified per contract or supplier enables proactive risk management. Early detection and preventive measures significantly reduce both the number and complexity of subsequent claims.
Process risks and countermeasures in claim management
Inadequate claim management can lead to considerable financial losses and legal problems.
Documentation and evidence risks
Inadequate documentation is the greatest risk in claim management. Missing or incomplete documentation makes it considerably more difficult to enforce justified claims. A systematic documentation strategy with clear responsibilities is therefore essential.
- Implement seamless contract monitoring
- Use digital archiving systems
- Carry out regular training courses
Limitation and deadline risks
Missed deadlines can lead to claims becoming time-barred and cause considerable financial losses. Systematic deadline management with automated reminder systems minimizes these risks. Integration into existing purchasing processes ensures seamless monitoring.
Escalation and relationship risks
Improper pursuit of claims can lead to escalation and lasting damage in supplier relationships. A balanced approach between enforcing justified claims and maintaining strategic partnerships is required. Professional communication and negotiation minimize these risks.
.avif)
Practical example
An automotive supplier implements systematic claim management for delivery delays. After a late delivery of critical components, the purchasing team documents all additional costs incurred due to production downtime and express freight. Thanks to professional negotiation management and complete documentation, 85% of the claims for damages are enforced.
- Immediate documentation of damage and preservation of evidence
- Legal examination of the basis for claims
- Structured negotiations with the supplier
- Successful enforcement of 340,000 euros in damages
Current developments and effects
Digitalization and new legal frameworks are having a significant impact on the further development of claim management.
Digitalization and AI support
Modern claim management systems use artificial intelligence for automated claim identification and evaluation. Machine learning algorithms analyze contract data and historical cases to identify potential risks at an early stage. AI in Procurement enables more efficient processing and better success rates.
Regulatory developments
New legal provisions such as the Supply Chain Act are expanding the scope of claim management. Compliance requirements and ESG criteria are increasingly becoming the subject of claims and must be taken into account accordingly.
Preventive approaches
The focus is shifting from reactive claims processing to preventative measures. Many claims can be avoided or minimized in advance through improved contract design, continuous monitoring and proactive communication.
Conclusion
Claim management is a critical success factor for professional procurement organizations. The systematic processing of claims and demands contributes significantly to cost optimization and risk minimization. Digital support and preventative approaches are becoming increasingly important for efficient process design. Companies that implement claim management strategically achieve sustainable competitive advantages through improved negotiating positions and optimized supplier relationships.
FAQ
What distinguishes Claim Management from ordinary complaints processing?
Claim management encompasses the systematic processing of all contractual claims and demands, while complaint management focuses primarily on quality defects. It includes legal assessment, structured documentation and professional enforcement or defense of claims over the entire contract life cycle.
What are the prerequisites for successful claim management?
Successful claim management requires sound contractual and legal knowledge, systematic documentation processes and clear responsibilities. In addition, professional negotiation skills, digital support systems and a preventative approach to contract drafting are necessary.
How can claim management processes be efficiently digitized?
Digital claim management systems automate claim identification, documentation and deadline tracking. AI-based analyses support the assessment of prospects of success and optimize negotiation strategies. Integration into existing ERP systems ensures seamless data flows and improved transparency.
What are the financial implications of professional claim management?
Professional claim management can achieve considerable cost savings by successfully enforcing claims and defending against unfounded claims. Typical savings are between 2-5% of the purchasing volume, depending on the industry and the complexity of the contracts. In addition, litigation costs and reputational risks are minimized.
.png)
.png)
.png)
