"Dad what happened to the car" my kid asked me from the back seat in a car park in Launceston. I looked at the back of the Toyota Corolla and saw a scrape on the bumper. My mind went blank. I just thought one thing. I am in trouble and this will cost a lot. I booked the car through QEEQ a few days earlier. I picked it up in Launceston and planned to drive to Hobart and return it about four days later. When I made the booking I chose AXA Full Coverage. My idea was simple. I drive in another country with a kid in the car and I feel nervous so one more layer of insurance should make me feel safer. I did not think I would use it so soon. My first question to myself was. Is this very serious. Do I need to go to the counter right now. Then I remembered I bought full coverage. So I contacted their customer service and told them what happened. I also sent some photos of the damage. I was a bit stressed at that time. I had to calm my kid down and I also worried that my English was not clear. They told me not to worry too much and said this kind of damage was inside the insurance cover. They asked me to follow the normal return process with the rental company and said when the final bill and payment came out I could send all records to them. When I heard this I felt a bit better because at least I did not need to pay a big amount on the spot. A few days later I arrived in Hobart and returned the car. The staff checked the car and told me there was a damage fee of a bit more than 400 AUD. I agreed to pay but in my heart I was not happy. This money could pay for many fun things for me and my kid in Australia. After that I went back and prepared all the things they needed. I put together the charge from the rental company, the bank payment record, my driving license, my passport and the damage photos. Then I sent them all to the support team. After this it turned into a simple question and answer process. I had just relaxed a little and they came back and asked me if I could also provide both sides of my ID card. I was surprised because I did not think of that. I checked my phone and saw I only had one side so I took a new photo of the other side and sent it. Some time later they told me that the number I gave looked like a credit card and they needed a debit card account plus the exact bank name and branch. I opened my China banking app and started to look for all this info and I laughed at myself because I did not prepare these things earlier. During this time I also asked them many things. I asked if my files were enough and how long it might take. They kept replying and said they were still following my case and asked me to wait a bit. I was worried they might not pay or maybe pay only part of it because the rental contract showed an excess of more than 5000 AUD which looked really scary. After some time they contacted me again and told me the insurance side had approved my claim and would pay 459.32 AUD. They reminded me to check my account. I even asked again to make sure. I said so this means I get back the full damage cost right. When they said yes I finally felt really relaxed. It was like this damage became just a scary memory but at least the money came back. As a parent driving in another country with a kid this whole thing really showed me the value of AXA Full Coverage. At first I bought it only because I felt unsafe. Now I can see very clearly that without this insurance I would have to pay the four hundred plus AUD by myself. The process of sending and fixing all the documents was a bit tiring but when the 459.32 AUD arrived I felt it was worth it and I am more confident to rent a car again for my family next time.
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