AXA Vollkaskoschutz

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George CantoItaly

I still want to complain a bit first because I really did not expect that a small scratch on a car in Florence would make me deal with so much English information and bank details and ID photos. Now the money has been paid back so when I look back I actually feel pretty relaxed. I booked the car through QEEQ. I picked it up around the morning of May 29 in Florence. It was a Toyota Yaris from NOLEGGIARE with automatic gear. For an overseas visitor like me it was very easy to drive. When I first got the car I felt quite happy. The car was clean and I even used my phone to walk around the car and take photos. I told myself this was just in case. A few days later this just in case really helped. The problem happened when I parked on a narrow street with old buildings on both sides and cars very close to each other. I thought I parked pretty straight. When I came back I saw a long scratch on the passenger side. The paint was off and I could see it clearly. I just froze there. In my head I only thought that I might need to pay a lot of money. I took many photos of the damage and my mind was full of worries. I was afraid the rental staff would say it was my fault and charge me a crazy price. On the return day around the morning of June 3 I drove the car back to the Florence office. The staff checked the car and stayed a long time at that scratch. Their attitude was normal. They only told me this was damage and there would be a charge. My heart sank but then I remembered I bought AXA Full Coverage when I booked. So I did not argue too much with the counter staff. I just paid first. When I signed and paid I felt real pain in my wallet. I did a simple exchange in my head to RMB and it was not a small number. I only had one clear thought that the insurance must pay me back or I would feel super bad. After I left the office I started to sort out my documents. I kept all the damage photos the rental paper and the payment record. I was glad I took many photos of the car when I picked it up. The real trouble came from the information for the claim. I use a China bank account and a China card. For the refund they needed my full name in English my bank address and my home address. I always live in a Chinese language world so suddenly writing all of this in English made me very nervous. I sat in front of the screen and looked at my bank card and the bank website and typed each letter slowly because I was afraid of spelling something wrong. They also reminded me that the bank name must be fully correct and the branch address must be clear. Then I realized my first version of the bank name was not exact. I went back to check the right English name and fixed it. I also had to upload the front and back of my Chinese ID because I used a Chinese ID and there were rules from the bank. I searched my album for clear photos and while doing that I was thinking it was kind of crazy that one scratch caused all this work. The damage photos were another problem. I had taken many photos but I was still worried they might not see the details clearly. So I sent them again by mail and zoomed in to check the scratch and the plate so everything was clear. Those days I was basically jumping between English forms and photo files. The time difference made me a bit tired but I still finished each thing they asked step by step. The claim amount was 240 euros. Maybe this is not a huge number for them but for a student like me it is quite a lot. So I was nervous at every step. At one point I was told it was better to use a debit or saving card instead of a China credit card so the transfer would be smoother. I looked through my cards and chose a proper one. Then I carefully typed out the full branch address with the street and number. My biggest feeling in this whole process is that even though the tasks were many and detailed as long as I worked with them and gave correct information the claim kept moving forward. I could feel that they were following my case. When something was not clear they asked me to correct it. After I updated my info things kept going and it did not feel like the case disappeared. When I finally got the message that the claim was approved and the amount was the same 240 euros that I paid at the desk I really let out a long breath. At that moment all the time I spent checking English words fixing addresses and sorting photos suddenly felt worth it. For an overseas visitor in a country I do not really know it is easy to panic when something happens to a car. I was really glad that I had bought AXA Full Coverage from the start or I might just give up the claim and lose the money. Now when I think of this Florence rental the scratch itself is not the main thing I remember. What I remember more is my mood change. I went from fear and worry about extra charges to the calm feeling when I knew I would get back 240 euros. Accidents with a car can happen. The important part is if there is someone and some coverage behind you when it really goes wrong. This time the claim went through and the money came back to me and that gives me a very real kind of confidence for the next time I rent a car abroad.

T

Talbert OlivierItaly

When I think about my trip in Naples Italy the first thing that jumps into my head is not the view but that small scratch on the car door. I booked the car on QEEQ. ACE gave me a Hyundai Tucson with automatic transmission and five seats. For me as a visitor from the US it was easy to drive. I picked up the car around one in the afternoon on June 2 in Naples. The pickup was simple. The staff at the rental counter checked the car and gave me the keys. The real problem came later. I remember parking next to a stone retaining wall with a kind of jagged edge. It looked fine. When I moved the car I misjudged the distance. The side of the car touched the stone. The sound was not loud but my heart sank. I got out and saw a surface scratch. Not very deep but quite long. I felt pretty stupid and kept blaming myself. On the return day around one in the afternoon on June 9 I drove back to the Naples return point. The worker walked around the car and of course stopped at that scratch. He told me this was damage and I needed to pay 230 euros. When I paid with my card I felt a bit upset. I knew it was my mistake but I was also worried that this money was just gone. Then I remembered I had added AXA Full Coverage when I booked. I suddenly felt there was still some hope. Back at my place I put all the papers on the table. The rental agreement their damage report the payment receipt and the photos of the scratch. While I was sorting them I kept thinking of that stone wall and replaying the scene in my head. I reached out to customer service and told them I wanted to claim this 230 euros with my AXA Full Coverage. I was nervous because it was my first time really using this kind of insurance. I sent the files they asked for. Later they told me I also needed to give my bank account and my ID information. I checked every detail and sent everything again. I was afraid to miss anything. When they told me that all the documents were complete and the claim could move forward I finally relaxed a bit. I still was not sure if the money would really come back. After some time they asked me to confirm the claim amount and the currency. When I saw that 213.20 euros would be paid to me I stared at the number for a while and even did the math on my phone. It was a bit less than 230 euros but most of the damage cost was covered and I felt pretty happy already. I replied with my confirmation and the payment started to move. Later they told me the claim was successful. At that moment I felt that all the photos all the forms and all the back and forth were worth it. For someone like me who still feels a bit like a student and does not have a big budget this experience made AXA Full Coverage feel real. It was not just some words on a page. After I made a mistake it pulled back most of the loss for me. The scratch on the door stayed with the rental company when I returned the car but what stayed with me was how they helped me handle the damage and get the money back.

D

Don MayerCanada

The funny part is that the good news came quite late. I was already back in California for a few days when I saw the email that my claim was approved. At that moment my mind went back to those days in Vancouver and all the stress around the rental car. I booked the car through QEEQ. It was a Nissan Sentra with automatic gear and five seats. It felt pretty good for a young driver like me who was driving there alone for the first time. Around the morning of May 23 I picked up the car in Vancouver. The rental staff gave me the keys and told me where the car was. I walked around the car one full circle and kept telling myself in my head do not get into trouble. On the return day it was around the evening of May 26. The sky was a bit cloudy. When I parked the car back in the lot I actually felt nervous. I kept thinking about all the parking these days and wondered if there was any scratch that I did not see. I gave the key back at the counter. The staff checked the car very fast and did not say anything. I thought everything was done. Later when I went back to where I stayed I checked my credit card and saw the deposit was still pending. That made me feel uneasy and my brain started to replay every moment of my driving. When I made the booking I added AXA Full Coverage. At that time I only thought it would make me feel safer. I did not expect that I would really need it. When I saw there might be a charge coming from the rental company I contacted them to ask what I should do. I was pretty scared at that moment. My first thought was this is bad I will have to pay a lot. They told me I needed to get the invoice and damage papers from the rental company first. So I emailed the rental desk and waited. Inside my head it felt like waiting for exam results. After a few days the rental company finally sent me the damage invoice. When I saw the amount my heart dropped a bit. Then I thought it was lucky that I had AXA Full Coverage. Without it this bill would be really hard for a student budget. I collected the invoice and sent it to the support team. I followed what they told me and gave all the documents they needed. In the next days we only had to confirm some small details like the currency being in Canadian dollars. We went back and forth a few times but it was still okay. At least every question I had got a reply. When I got the message that the claim was confirmed and approved I felt so much lighter. It was like I could finally stop worrying about this and focus on normal life again. Thinking back from that nervous evening when I returned the car to seeing the bill and then to the claim success it was kind of a long side story. It also made me feel how useful AXA Full Coverage can be in a real problem. Without it this damage cost would have been a huge pressure for me. Now when I remember my days in Vancouver I do not only think of the view. I also see myself holding my phone checking the claim updates again and again like I added an extra small episode to the whole trip.

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Paul AmorBulgaria

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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Patricia FerketichJapan

That day in Naha in Okinawa I really learned how important insurance is because of a small accident. I booked a Lexus CT from Sakura Link through QEEQ. It was automatic with four doors and five seats. The car looked clean and kind of new. I picked it up around noon on May 26. The sun was very strong and the air felt hot like a real island. I just wanted to get in the car and turn on the air con. At the counter the staff from the rental company checked the car with me. I walked around the car and I remember the right back bumper was fine. The problem came a few days later. I was doing a U turn on a small road that I did not know well. There was a Mercedes stopped behind me. I thought the distance was okay so I reversed slowly. Then I heard a "dong" sound. It scared me a lot. It felt like my heart got hit. I jumped out of the car and saw my right rear bumper was scratched and a bit dented and the back of the Mercedes bumper was also damaged. I just stood there for a moment and my mind went blank. I only thought that this time I am in big trouble and it will cost a lot of money. I was really nervous. My hands were sweaty. I had to take photos and also talk to the other driver. I was worried about the language and also worried the rental company would charge me a huge bill. Then I remembered I had bought AXA Full Coverage when I made the booking. So I contacted their customer service and explained what happened. I took many photos of my right rear bumper and the damage on the Mercedes. I tried to shoot every angle so nothing was missing. A few days later I was already back to work but this thing was still in my head. The rental company gave a repair cost. It was about 280000 yen. When I saw this number I felt nervous again. It was not a small amount for me. I sent all the documents and photos I had. They also asked once about the name because on the order the driver name was Francis Foo and on the rental form it was FOO KUM KEONG. I explained it was the same person with just a different way of writing. I could feel they were following the case all the time. When they needed more photos they told me and I tried to find them fast on my phone or organize them better and send again. During that time I checked my email and my bank account every day. I was a bit scared but also had some hope. I really wanted this insurance to help me. One day I saw the update that the claim was successful. The paid amount was 372770.32 yen. It was even a bit more than the repair bill I remembered. At that moment I finally relaxed. It felt like I was holding my breath under water and then I came up and took a big breath of air. I thought about that "dong" sound again and I knew it was my fault for not being careful. But at least this time the insurance covered it. As a young person who is still working hard and saving money this kind of sudden cost would hurt a lot without it. Now when I think about that Lexus CT and those hot sunny days on the roads in Okinawa I do not only remember how the car drove. I remember that after the accident they did not just leave me alone. When the money from the claim arrived I finally understood that choosing AXA Full Coverage at the start was not just clicking another option. It was like buying a bit of peace for myself.

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Jake NurcanMauritius

What is the worst thing for a parent who travels with a kid when something happens to the car I think it is when the child gets scared and also when a big amount of money is suddenly charged from your card This is what really happened to me when I rented a car in Grand Baie in Mauritius I booked a Hyundai Grand i10 with manual gear from Autounion through QEEQ It was a small four door five seat car just right for my family My plan was to pick it up around May nineteenth in the afternoon and return it at night around May twenty seventh The schedule was a bit tight On the pick up day the sun was very strong My kid kept saying he wanted to go to the beach I was standing at the counter signing the contract and talking to him saying we will go soon I also added AXA Full Coverage to my booking I only thought that since I was driving in another country with my child in the back seat I might be more distracted So one more layer of protection would make me feel safer The real problem came one evening in the middle of the rental The street lights were not very bright I turned at a small junction and I was a bit nervous The speed was low but the side of the car still hit something by the road There was a clear scratch on the side My kid got scared and asked me if the car was broken My heart sank I felt guilty and worried I parked the car checked the damage and made sure everyone was fine Then I calmed my kid down and said it would be ok The next day I went to the rental counter in Grand Baie I told the staff what happened They checked the car very carefully They walked around took many photos and wrote things down I stood there and in my head I was already trying to guess how much I would need to pay for this damage The moment when my stress really went to the top was a few days after the trip when I checked my credit card bill at home I saw a very big charge It was around twenty five thousand MUR I also saw another similar amount close to that date I was totally confused I only remembered that on the pick up day they said they would block a deposit but now it looked like there was more than one big charge For me this was a lot of money If I could not get it back my whole travel budget would be broken Traveling with a kid already costs more than traveling alone I felt very anxious when I thought this money might just be gone I contacted their customer service and explained everything I told them I rented a car in Grand Baie there was a scratch and now I see big charges on my card and I am not sure what is deposit and what is for the damage At that time I was really glad that I had bought AXA Full Coverage At first I only knew it could cover damage and many parts that normal insurance may not cover but I never really thought I would need it When I talked with the service team I felt there was someone who understood the rules I just needed to tell them what I saw and what happened and they would guide me step by step on what I should prepare Later I took photos of the rental contract I had with the car company and sent them I also sorted the damage photos In the contract it clearly said the deposit was twenty five thousand MUR When I saw that line I felt a little less nervous At least I knew one big amount was a deposit and not some random extra charge But on my bill there were two very similar amounts and the dates were close so I still did not feel safe I could only wait for them to confirm things with the rental company During those days I was taking care of my kid and also checking my email many times a day My mind was always on this case They told me that the rental company confirmed one amount was the deposit and it was released later The other amount was for the damage And with AXA Full Coverage this damage cost could be paid back to me I needed to give my bank details in India so I checked my account information carefully I made sure the IFSC code and everything was correct because I was afraid that if I wrote something wrong I would not receive the money They reminded me when I had to give more information I did not know what they were doing in the background but I could feel they kept following this for me When the refund finally arrived in my account I stared at the incoming payment on my phone again and again It was about the same as the twenty five thousand MUR amount After I saw it clearly I felt like a big stone was taken away from my chest My kid saw me smiling and asked if I was looking at photos from Mauritius again But I was actually looking at the refund When I look back I feel that if I had not bought AXA Full Coverage I would be alone trying to fight with a foreign car company about this damage money I would need to talk about contracts amounts and rules in another country and another system I do not even know how long that would take or if it would work As a parent who travels with a child I already have so many things to think about I really do not want extra surprise costs to break our family budget and make me afraid to travel again Even though the car was damaged this time the fact that the money came back in the end made a huge difference for me The pressure was much lower and I still feel okay to rent with them again and take my kid on other trips On this trip from the sunny pick up day to the scratch on that dark small road from standing at the counter in Grand Baie to checking my bank app at home AXA Full Coverage quietly changed the result for me The accident still happened but it did not turn into a big money disaster for our family And for a dad like me who just wants to bring his kid to see more of the world that really matters