At first I did not care much about rental insurance. I felt it was something I would never really need. I booked a car in Auckland through QEEQ and set my pickup around March 11 in the morning. The rental company was Rental Cars 247 and they gave me a Mitsubishi ASX with automatic transmission. I still chose AXA Full Coverage because I thought an extra layer of protection might be good. The real problem came a few days later. I was driving in town and there was a truck in front of me. A small rock suddenly jumped up from the road and hit my front windscreen. I heard a sharp sound and I froze for a second. A crack showed up on the glass right away. My heart sank. I kept thinking that I was in big trouble and the rental company would charge me a lot of money. When I returned the car around March 21 around midday in Auckland the staff checked the car and saw the crack on the windscreen. They printed a bill and charged a big amount on my credit card for the windscreen replacement. I looked at the number and felt pretty shocked. In that moment I really regretted not reading all the terms more carefully when I picked up the car. After I went back to my place I remembered that I had bought AXA Full Coverage. I felt a bit more calm. I kept all the papers from the rental company and checked my credit card record. I saw the charge for more than three thousand NZD and I still felt nervous but at least I knew there was hope. Some time later the rental company refunded part of the money to my credit card. It was a bit more than two thousand NZD. That meant there was still a difference of more than seven hundred NZD that did not come back plus the credit card fee. During that time I watched my credit card statement a lot. The numbers moved up and down. It felt like doing a long math exercise. I contacted their customer service and explained that the windscreen was cracked by a rock from a truck and that the rental company first took 3075 NZD and then refunded 2351.11 NZD. I told them there was still a difference and also the card fee. They asked me to provide the credit card bill that showed the refund from the rental company. I took pictures of all the records I could find and sent them. The awkward part was that I did not take any photos of the broken windscreen at the scene because I was too stressed that day. When they asked for photos I could only tell them honestly that I did not have any. Later they said the insurance side needed to confirm the amount and the currency and they still hoped to get car damage photos. I had no way to fix the missing photo so I waited for them to check with the rental company to see if they could provide some record. During those days I sometimes thought about this case and felt a bit uneasy. On one hand I knew I had AXA Full Coverage. On the other hand I worried they might reject the claim because of the missing photos. They kept in touch with me. Sometimes they asked if the amount was really 3075 NZD and if the currency was correct. I checked my credit card and the papers from the rental company again and again. I did not want to make any mistake with the numbers. For me these amounts were not small so I wanted everything to be clear. What I remember clearly is that even though we had this problem with no photos the claim did not stop. They told me they were still checking with the insurance side and then asked me again to confirm the final amount. The process was not super fast but I could feel that things were moving forward. Later they informed me that AXA Full Coverage had approved the claim and they would pay me 648.89 NZD. They said this amount matched the invoice and the real difference after the refund and the fee. When I saw this number I felt much more relaxed. Most of my loss was covered. The windscreen accident did not turn into a full financial disaster. When I think about it now if I did not buy AXA Full Coverage that rock from the truck would mean I had to pay a few thousand NZD by myself. This time there were some small issues like checking the amount and the currency and explaining that there was no photo but the money still came back to me. As a young person I care a lot about these costs. This experience showed me that parts like the windscreen are not always fully covered by the rental company insurance and that buying AXA Full Coverage can really give me both real protection and peace of mind. For me this trip in Auckland with the Mitsubishi ASX and AXA Full Coverage was a story with a scare but no real loss. I was afraid when the rock hit the glass but I felt supported when I knew someone was helping me with the claim.
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