The flat tire moment really scared me. I was driving a Kia Sportage near London with my kid. I had picked up the car from them the day before and planned to return it around May 20 in London. There was a low boom from the front. I pulled over to a safe spot right away. I got out and saw the tire was flat. My kid sat in the car and asked me what we should do. I called the rental company desk first. They told me I could change the tire myself if it was fine for them. There was only one garage nearby that could help. I decided to change the tire there and paid 240 GBP. At that moment I only wanted to get my kid back to our place safely. The real problem came at return. When I brought the car back, the staff checked it and said the tire I changed was not the right brand and size for their rules. They charged me 420 GBP for that. Then they pointed at one wheel with a scratch on the rim and charged another 420 GBP. On top of that they added 60 GBP as a damage fee. The bill jumped to 1140 GBP. I stared at the number and felt numb. In my head I kept thinking that our travel budget was broken. As a parent with a kid on this trip the pressure felt very heavy. Then I remembered I had bought AXA Full Coverage when I booked with QEEQ. It suddenly felt like this might be my only way out. I went through all the photos on my phone. I always take many pictures of the car when I pick it up. I did that just in case. I checked them one by one and found photos that showed the scratch on the wheel from before. I quickly sent these photos and all the payment proof to the customer support team. After that I kept in touch with them. They told me which photos were more useful. I followed their advice and put the damage photos together in a clear way. During those days I was very nervous. 1140 GBP is a lot for a family trip with a child. I kept counting in my head. If I did not get the money back I would need to cut many plans. My kid had some places he wanted to see and I was not sure if we could still go. Some time later the support team told me that the review amount was 1140 GBP and the full sum could be paid. When I saw that message I felt a big stone drop from my heart. All the money the rental company had charged me was covered. The final payment I received was 1766.02 GBP in my account so it even worked well with the exchange rate and bank side. When I think back to that day by the road when I checked the tire and my kid watched me in the car and then think about the claim going through and the money arriving it feels like a small test. The process was a bit stressful but everything ended up okay thanks to that AXA Full Coverage I chose at the start.
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