When the car damage compensation was finally paid, I felt like I could breathe again. The first thing in my head was that I was really happy I bought AXA Full Coverage and that there was someone from their side who kept following my case. If I go back a bit in time, around the middle of April when we returned the car in Copenhagen, the staff at the rental counter suddenly told me there was new damage on the car and I had to pay a pretty big repair fee. My head went blank for a moment. My kids were next to me asking when we could go back to the hotel and I was scared my credit card would get a huge charge. I remember it was around April 17, close to noon at the return desk. The staff showed me pictures and a very formal invoice. I felt nervous and I was not even sure if we really made that damage. My English is okay but with these kind of money details I still get stressed. In my mind I just kept thinking that I did not want to make any mistake. After we left, I contacted the platform customer service right away. At first I did not expect much. I just wanted to tell someone what happened. The same person talked to me every time. She went through the whole story with me and explained that I had AXA Full Coverage and I could file a claim. At that moment I felt a bit calmer. It felt like I was not fighting this alone. She reminded me to keep all the papers from the rental desk, the invoice and the photos, and told me I could reach out again any time. I remember thinking that there was actually someone who would stay on this case until it was done. The next days were tiring. I had to work and also look after the kids. Sometimes I suddenly thought about the claim and felt worried that it might get stuck. When I got anxious I sent them another message. The same customer service person replied again. She was patient and used simple words to tell me the progress. She said the rental company sent some documents and they were checking the amount. She did not tell me every little detail but I could feel that someone was watching this for me. For a parent traveling with kids this feeling is very important. When the claim was close to the end, she checked the payment method and the final amount with me again and made sure I was fine with it. I suddenly felt kind of looked after. It did not feel like I was talking to a cold system. It felt more like there was a person who remembered that this dad was worried about a damage charge. When the money finally came, I looked back at the whole process. I did have some stressful moments but things moved in the right direction. I know that without this one on one follow up I would probably have broken down a few times dealing with the rental company and all the invoices by myself. I booked through QEEQ this time and even if some things were not perfect, their constant follow up kept this rental from turning into a nightmare.
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