The sky in Tokyo was a bit cloudy that day. I walked to the CRQ CarRent counter with my suitcase and my backpack. I was ready to pick up the Toyota Prius I booked on QEEQ. It was around ten in the morning, maybe April twenty ninth. The airport was busy and loud. I felt pretty excited because Japan was a place I wanted to visit for a long time. The first few days went really smooth. The car was easy to drive. It was automatic and very fuel saving. I felt kind of proud of my choice. I even thought to myself that I did a good job booking this car. Then one day when I was driving in the city, a car in front of me changed lane very suddenly. I hit the brake hard. The car stopped, but I hit something on the side of the road. I got out and saw a long scratch on one side of the car and a small dent. My mind went blank for a moment. I just thought, this is bad, this is going to cost a lot of money. I called the rental counter and told them what happened. They checked the car and said they had to follow their rules. They asked me to pay a pretty big amount first for the damage and other fees. When I paid with my card, my heart really hurt. At the same time I kept telling myself it was good that I had bought AXA Full Coverage before. Without it I would be in big trouble. Back at the hotel I started to collect all the papers. I took photos of the damage. I kept all the receipts and bills from the rental company. I sent everything by email to the customer service team. The first time I sent my files my driving license photo was not very clear. They wrote back and asked me to send a clearer one. I got nervous again and worried that this small problem might slow down the claim. So I took several new photos of my license and sent them again. They also told me the small till slip was not enough and they needed a proper statement that showed the charge on my account. At first I thought the normal receipt was fine. Then I had to open my credit card statement and find the line with the rental charge and the currency. I made screenshots and saved them carefully. I sent them one by one in an email. In my head I kept thinking I really hoped all this work would help and that I would not have to pay more in the end. A few days later the support team said they still needed the repair invoice from the rental company and more clear damage photos. So I contacted the rental counter again and asked them for the repair papers. The staff there were not very chatty but they did send me the repair document and better photos of the damage. I forwarded everything to the service team. The back and forth made me a bit tired, but I also understood this was part of the claim process, so I tried to stay patient. At one point they asked about the currency of the charge. Only then I noticed I never really paid attention when I first paid. I just saw the total amount and it already looked high to me. That night I checked the exchange rate on my phone and kept counting in my head. I felt worried that the final payout might be less than what I really paid. Later when they checked with me again, I noticed that the actual amount charged on my card was higher than the amount the insurance side first talked about. My stress came back right away. I thought maybe I would have to cover the difference myself. After a while the support team contacted me and said they had asked the insurer to adjust the claim and match it with the real amount I was charged. When I read that line, I felt a big relief. I felt that they were really trying to help me and not just looking for a way to pay less. They finally told me that the claim was approved and that the money I paid for the damage would be covered based on the real charge on my card. At that moment I really felt that buying AXA Full Coverage was the right decision. Before this trip I was always unsure when I saw extra insurance options and I sometimes thought I would never need them. This time I went through a full claim from start to finish. I had to send many documents and it was a bit of a hassle, but the result made me feel satisfied and also a lot more relaxed about this whole experience.
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