"Sir this scratch needs an extra charge" The staff at the counter in Seville airport pushed the paper to me when I returned the car His face looked a bit sorry I was confused for a moment because I tried to drive very carefully with this Peugeot 5008 There was only one time I parked on the street and when I came back I saw a small scratch near the door I thought it was not a big problem but the staff pointed it out when I returned the car I booked the car on QEEQ I flew from Japan to Malaga in Spain and picked up the car around noon on April 29 The car was an automatic seven seater It was very useful for me because I often travel with a lot of luggage for business The car looked very good when I picked it up The staff at the rental desk spoke Spanish and a little English I could not catch every word but I understood I needed to be careful about damage I also remembered that I bought AXA Full Coverage so I felt a bit relaxed A few days later I drove from Malaga to Seville I just went between hotels and client offices Many parking spots were very tight I always moved the car slowly because I did not want to hit anything One evening I parked on a narrow street in the city center When I came back it was almost dark The street lights were not very bright I used my phone light and saw a short scratch near the lower part of the door I felt upset and I started to think about repair cost in Europe and if it would be very expensive Around the afternoon of May 4 I brought the car back to the return area in Seville The staff walked around the car and stopped at the scratch He looked at it for a few seconds then wrote something on his board I knew I had to pay He printed a long bill for me It had extra driver fee fuel some surcharges and the damage fee The total amount looked high Even though I am used to business trips and expense reports I still felt like it was too much so I checked every item again and again Because of the language problem I worried that there might be some double charge I could not check everything clearly at the airport After I went back to my hotel I looked at my credit card record and the bill I felt the numbers did not match well I contacted their customer service and wrote in English where I thought I might be charged too much I also explained about the scratch Customer service told me that from the bill there was no double charge They said there were extra driver fee fuel damage fee and some airport and location surcharges I still felt that the damage part was painful but they suggested I could use the amount they helped to calculate to make an insurance claim Then I remembered that my AXA Full Coverage was really useful here I always thought insurance claim was very hard especially because my bank account is in Japan and this was a foreign rental But they told me about the amount I could claim so I prepared the documents I collected the bill from the rental company and the photos of the scratch and sent them Later the insurance side needed my bank information in English Then I found that my usual documents were all in Japanese So I translated everything into simple English My name bank address branch account number and swift code I checked each detail carefully During those days I was busy with work and sometimes I checked my email again and again I also asked if I understood the fees correctly They explained to me that there were airport surcharges and location surcharges with some rate I tried to calculate by myself several times and still felt confused So I decided to just use the number they prepared for me and treat that part as the damage amount for the claim After some time they told me that the insurance approved my claim The amount was 471 point 75 euro This was basically the part I paid for the scratch I felt a big relief when I saw this number The feeling that I might be cheated disappeared and turned into a simple thought I was lucky that I bought AXA Full Coverage If I did not buy this insurance I think I would keep thinking about this bill for a long time When the payout finally arrived in my bank account in Japan I checked the detail again The number was the same as what they told me before I thought about the whole story Picking up the car in Malaga finding the scratch in Seville paying the damage fee feeling worried about the high bill contacting customer service sending claim documents translating my bank info into English and then finally getting 471 point 75 euro back It was a bit tiring in the middle but the result made me feel safe For a business traveler like me who flies around all the time this one real claim and payout experience is more convincing than any advertisement
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