I have to say first that the most painful part of this rental was not the car itself but how to get the damage money paid back to me. The car problem felt like the easy part in the end. I booked my car with QEEQ and picked it up in Sofia around May 17th 2026 at about three in the afternoon. It was a Citroen C3 from Exer with manual gear. Small car and very okay for one person. Around two weeks later I returned it on May 29th around one in the afternoon and then the trouble started. There was a scratch on the car and the counter staff said I had to pay a pretty big fee. In my head I started to ask myself in a simple Q and A way. "Do I need to pay this all by myself" "Didn’t I buy AXA Full Coverage" "Will this really pay for the damage" I still paid what the rental company asked because I did not want problems when returning the car. I felt quite bad when I walked away. On the way back I kept thinking. If this insurance does not work I just burned a lot of money. So I contacted their customer support and explained everything I had. The papers from the counter. The damage charge. All the basic facts. Then the next days were full of small checks. First they asked me for my address and bank details. Mine are in Polish and they wanted them in English. In my head I was asking. Why do they need English if the address is the same. But I still sat down and changed everything into English and sent it again. Some time later they asked me to confirm the currency of the payment and if I had photos. I did not really have good photos of the damage. So I just made sure the amount and the currency were clear. During these days I kept asking myself. Will they say no because I have no photos. Should I try to ask the rental desk for more proof. The support team stayed calm though and told me when there was any update. The hardest part came with the bank account. I have a Ukrainian passport but I live in Poland and my account is from another country again. The first account I gave had a bank code that did not match what their side showed. They came back to me and asked if that was a middle bank and that I needed to give the name and address. So I went to my bank for answers and then replied again. In my head the same two questions kept turning. Will the money ever arrive. Are they going to say one day that it is impossible and that is all. For a while I was even told they could not send money to Ukraine and that I needed to give another foreign account. So I changed to a different one and checked the name and Swift code many times. After a few rounds of this I was really tired of all the bank names in different languages. The good part is that they did not give up on the claim. When the insurer wanted new info they passed it to me. When I sent things back they passed it again. At one point the insurer had a problem because my passport and account countries did not match. Then they checked with their own finance team and tried to find a way to pay me to a proper account. It took time and it felt slow but at least the claim kept moving instead of someone just telling me it is too hard and they stop. Looking back if I had not bought AXA Full Coverage I would be very stressed about that bill and all this process. It was still tiring with all the questions and translations but I could feel that they were trying to close the claim for me and not just leave me alone with the rental company. For someone like me who was traveling alone that feeling that someone is helping and following the case really mattered. The damage cost did not stay only on my shoulders and that already makes the whole trip feel much lighter.
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