The day I arrived in Milan alone with my suitcase, the weather was nice and the air felt like early summer. I had booked my car on QEEQ and went to pick it up around the afternoon of May 3. It was a Toyota Yaris from NOLEGGIARE, a small automatic car that looked pretty new. My mood was light and I just wanted to drive into the city. When I first got the car I did not think too much about insurance. I only thought that since I bought AXA Full Coverage I should be safe. The counter staff showed me the contract and I signed it, then took the key and left. In my head it was only things like I can finally start my Milan trip. The problem came on the return day. I remember it was around the afternoon of May 7 when I drove back to the office to return the car. The staff walked around the car and then suddenly stopped. He said there was a small scratch. He pointed to the side of the car near the wheel and said this needed a fee. I was a bit confused. I was not sure if I made that scratch or if it was already there. He took out a form and wrote 180 EUR on it and asked me to sign. I asked him if it really had to be that much. He just kept pointing at the form and said it was their standard charge. I was standing there alone. His Italian accent was strong and I did not catch every word. I felt nervous but I still paid with my card because if I did not pay I could not return the car. When I swiped the card I thought to myself that it was good I bought AXA Full Coverage or this money would be completely on me. After I went back to where I was staying I felt more and more upset. I opened my booking information and looked at the insurance part. I saw that it said I could claim for car damage. So I decided to try. I saved photos of the rental contract and the damage bill from the car company. I thought this was enough. Later the customer service contacted me and told me that the contract and damage documents I sent were a bit blurry. They said it was hard to see and reminded me not to send very long screenshots. They asked me to send clear and complete files. I felt a bit embarrassed and took out the papers again. I put them flat and tried to take clear photos with my phone. I checked several times before I sent them. Then they told me they also needed my credit card charge record because the car company had taken 180 EUR. They wanted a proof of that charge. I got a bit worried because my credit card statement is in Japanese yen. I wondered if this would be a big problem. I replied that my card was from Japan so my bill was in yen but I hoped the claim payment could be 180 EUR. They replied quite fast. The meaning was that I did not need to worry and I only had to provide the yen credit card record that showed the payment. The insurance company just needed to check that I really paid the damage fee. They would tell the insurer that I wanted the payout in euro. At that moment I felt much better. It did not feel like I was struggling alone with all these papers. It felt like someone was helping me talk on the other side. So I did what they said. I logged in to my credit card account and took a screenshot of the charge detail page for the car company. I checked the amount and the date and made sure it was correct and then sent it. For the next few days I was still a bit worried. I kept thinking that they might refuse because of the different currency or it might take a very long time. After some time the customer service told me that the documents had been sent to the insurance company for review and they would let me know when there was progress. I put it aside and tried to focus on other things. A little while later they contacted me again and said the claim was approved. When I saw that message I froze for a moment. I read it a few times and then I realized that the 180 EUR could really be paid back to me. They also confirmed the payout currency and said it would be in euro. At that moment I felt really moved. When the car office first told me to pay 180 EUR I was very upset and I even wondered if I should not have rented a car alone. But knowing that AXA Full Coverage helped me get this money back gave me a strong feeling that someone had my back. For me the most important part of the whole process was that I only had to prepare what I could see in my hand, like the contract, the damage paper and the credit card charge proof. The rest of the talks with the insurance company were handled for me. I used a card that showed yen but I wanted the refund in 180 EUR and they helped pass on this request clearly. When I got the notice that the claim was successful I really felt that buying this insurance was the right choice. Now when I think about my rental experience in Milan, there was this unhappy moment when the car company charged me. But because of AXA Full Coverage the ending was not bad. That 180 EUR did not just disappear and I am not as scared of renting a car alone in another country anymore.
Odkryj, jak nasza usługa pomogła innym klientom
