I still feel pretty lucky that I bought AXA Full Coverage when I booked my car on QEEQ because that 1140 EUR damage bill almost made me cry. I first saw the bill in my email and I was totally shocked. In my head the first thought was that it was good I had that insurance. I flew from Malaysia to Austria and I booked the car online. Around June eighth in the morning, a bit after ten, I picked up a Volkswagen Polo automatic from SIXT in Salzburg. When I got the car I took videos and photos of the plate and the body. I thought I was being very careful. A few days later I returned the car in Innsbruck, around the eleventh morning. The weather was nice and I thought returning the car would be easy. When I returned the car I asked the counter staff if someone could come outside and check the car with me. I was a bit worried they would say there was new damage. No one came out. I waited for a while but no one walked around the car with me. In the end I just left the keys and went away. I remember I did not hit anything and I drove very carefully so I felt quite safe about it. Some days later I saw an email from SIXT with a damage report. They said there was a scratch and they wanted 1140 EUR from me. I looked at the repair details and the photos and I felt really angry. I kept thinking I did not scratch the car. I opened my pick up videos and the photos from the rental days and tried to compare them, but I could not match the exact spot of the scratch they showed. It was hard to see if it was old damage or not and I felt really helpless. I contacted their customer service and sent them all the documents from the rental company and also my own videos and photos. At first I hoped they could help me complain to the rental company because I really believed I did not cause that damage. They told me my proof was not strong enough. The damage photos from the rental company were clear, but my videos and photos did not show that same area well. So it was hard to prove it was old damage and also hard to prove there was no new damage when I returned the car. I kept thinking that I should have taken more photos when I dropped off the car. Later they told me I could pay the amount to the rental company and then use AXA Full Coverage to make a claim. When I heard that I felt a little more calm because at least I did not need to carry all 1140 EUR by myself. I put together all the files I had and sent them, including the contract and the bill from the rental company. The claim process felt quite smooth to me, even if I was nervous in the middle and worried my documents were not enough. When the claim was confirmed and I knew it would be covered, I finally relaxed. I really felt this strong feeling of being glad that I bought it. Before that I was counting how much extra money I would have to spend on this trip. With AXA Full Coverage, the damage part was protected and my stress went down a lot. When I look back at this rental, I actually feel more safe now. If I rent a car again, I will probably choose this kind of insurance that covers damage, glass and tires because for an overseas visitor like me it feels really important.
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