I want to start with my feeling first. If I did not buy AXA Full Coverage when I booked with QEEQ, I think I would still be very worried about the car damage now. I picked up a Budget RAV4 in Christchurch airport around the morning of April twenty ninth. The weather was nice and I felt relaxed. My plan was simple. Drive for a few days and then return the car in Queenstown at the start of May. Then the accident happened. It was in the evening. I was backing out of a parking spot. I did not judge the distance well and I hit a parked car behind me. I heard a loud click and I froze. The first question in my head was how much do I need to pay. The second question was can the AXA Full Coverage really help me. Staff from the rental company came to check the car. They took photos and asked me to sign some papers. I only clearly understood one thing. They would charge a big amount from my card as a damage deposit. When I saw the bank message and the big number, I felt stressed. I was on a business trip and I had a budget but losing so much at once was still a shock. I contacted the platform and sent all the details and files I could find. At that moment I was nervous and I was afraid the process would be very hard. Their customer service then reached out to me. They asked me questions one by one. Do you have the rental contract. Do you have the damage invoice. Do you have clear damage photos. Can you give your bank information. I answered step by step. This made me feel a bit calmer because I felt someone was taking care of this problem with me. Later the rental company said the car was still under repair and they needed weeks to finish the final damage report. I worried it would take too long. But I kept getting messages telling me to watch the charges on my card. They checked if there was any double charge and reminded me what documents I still needed. This follow up made me feel I was not fighting with the rental company alone. When the rental company finally gave the full damage result and the official papers I sent all the documents again. During those days I often checked my bank account. I kept thinking will the claim really work. Will the amount be much lower than the damage cost. They told me they would handle the claim based on AXA Full Coverage and as long as the damage was covered and the documents were complete they would help apply to the insurance company for payment. When I finally received the claim payment I felt a big relief. The damage cost that had been charged by the rental company was mostly covered by the insurance. For a business traveler like me this made a huge difference. I might have needed to pay a large amount by myself but in the end most of it was paid back. Looking back I know that even if you are careful you can still make a mistake while driving. This time I hit a parked car while reversing and it was a hard lesson. But at least the AXA Full Coverage was really useful. From the accident to the deposit charge to waiting for the repair report and finally getting the claim money I could feel that they kept talking with the rental company and the insurance company for me. They blocked a lot of trouble in front so I only needed to prepare the things they told me to prepare. For me that support was very important.
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