The day I returned the car in Melbourne, the wind was pretty strong. I parked the Toyota RAV4 back at the East Coast Car Rentals lot and I felt quite relaxed. In my mind the business trip was done and everything was fine. A few days later I suddenly got a message from the rental company. They said there was a scratch on the side of the door and it happened during my rental. They sent me some photos. I was a bit shocked, because I did not remember hitting anything and I had no clear memory of any damage. They said their pick up photos showed the door was fine at the start. I checked my phone but I could not find any photo that could prove it was old damage. I started to feel nervous. The rental staff also mentioned they needed to charge a big excess from my credit card first. When I saw the amount my heart sank. In my head I thought I was really lucky that I bought AXA Full Coverage or this would be very painful. I talked with the rental staff and I understood that if I wanted to fight it, it might not work well. I thought about my time and energy and in the end I agreed to let them charge the excess first and then do the final damage report. During those days I had already gone back to Hong Kong but this thing stayed in my mind. I kept worrying that I would need to pay a lot in the end. Later the rental company finished their damage check. They refunded the extra part of the excess but the damage cost was still quite high. That was when I really started to prepare my claim documents. For me this kind of insurance claim sounds very complicated, and it happened overseas, so I felt a bit uneasy. I was scared that my files were not enough or I would make some mistake and then I could not get the payout. The good thing was their customer service kept following my case. When I asked something, they explained it in a clear and simple way. They also reminded me what documents I should send, like the damage papers and the payment receipt from the rental company. I collected everything I could find and sent it over. I was still a bit worried because the amount was not small. After some time they told me that the AXA Full Coverage claim was approved and they would pay back the damage fee according to the policy. When I saw the final payout amount I really felt a big relief. It was like a heavy stone was taken off my shoulders. As a business traveler this kind of support is very important for me. If I had to talk to the rental company and the insurer all by myself, it would take a lot of time and energy. This whole experience gave me more confidence. Next time I book a car with QEEQ I will still choose a plan that has this kind of coverage so when something happens, I am not dealing with everything alone.
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