When I dropped off the car at Auckland airport that morning the air was cool and the sky was pretty clear. I closed the door of the Toyota RAV4 and I actually felt quite relaxed because the little accident I had before was all taken care of. I booked the car on QEEQ. I landed in Auckland around April 12 and picked up the car on April 13 in the late morning. It was a RAV4 from Alamo with automatic gear. For an overseas visitor like me it was easy to drive. I planned to return it very early around April 22. The moment I really remember is when the problem happened. One day I was driving in the city. A car in front of me rolled up some small stones. One stone hit my front windshield and a clear crack showed up in the corner. I froze for a second. My first thought was that this would cost a lot of money. When I got back to my place that day I checked the car more carefully and found a small mark on the edge of a tire. It was probably from parking too close to the curb the night before. I felt even more worried. On the return day the staff at the rental counter noticed the glass crack and the tire damage very fast. They wrote everything down and showed me their price list. My head hurt when I saw the numbers. I was doing math in my mind and I knew my travel budget might be broken if I had to pay all of it by myself. They charged a sum of money to my credit card first. I understood this was the rule but I still felt upset. I kept all the papers they gave me. Back at my place I started to check my old emails. I remembered that when I booked I added AXA Full Coverage. At that time I just thought it was extra safety. I did not expect I would really need it. I collected all the receipts the damage report the rental contract and the photos from the rental staff and then I contacted their customer service by email. Because I am an overseas visitor the time difference was a bit messy. Sometimes I was answering at night and sometimes early in the morning. At first I was nervous. I was afraid I did not prepare the right documents and it would take a very long time. When the customer service replied they were patient and told me what I should send. I followed their list and also took a few more photos of the damage. For a few days I was busy with my trip so I did not send everything at once. After some days they reminded me again. I then realized I forgot a bank statement and I sent it quickly. After I sent all the files I kept thinking about the case but all I could do was wait. One day I saw their email on my phone. It said the claim had been checked and it was covered by AXA Full Coverage. The crack on the windshield and the small damage on the tire were inside the coverage and also a small roadside cost was included. I felt a huge relief at that moment. A little later my credit card showed that the money was already refunded. It felt like I suddenly saved a lot. I thought I would have to pay a big bill for the glass and the tire but because of AXA Full Coverage most of it was paid back. For someone like me who still feels like a student and does not have a big budget this money really matters. When I think about my rental experience in Auckland the car itself was fine. The only problem was this accident. If I did not choose AXA Full Coverage at the start I might still feel bad now about that broken glass and that tire mark. I can still remember how cold I felt standing at the counter early in the morning when they showed me the damage. Then I think of the later email saying the claim was successful and my mood is totally different. There was some worry and some extra work to send all the documents but overall it was worth it and it made me trust their insurance service more.
Scopri come il nostro servizio ha aiutato altri clienti
