AXA Full Coverage

A

avrum HeslopIndonesia

I have to say if I did not buy AXA Full Coverage when I booked on QEEQ my business trip in Bali would be a mess because of the car damage. I flew there from the US and picked up the car around the afternoon of May 4, about one pm. It was a Toyota Agya from Easy Rent Bali with automatic gear. The car was small and easy to drive and the first few days everything was fine. I even thought in my head that this trip was going very smooth. Close to the return day things went wrong. It was around the afternoon of May 10 about four pm. I parked the car and went to a meeting. When I came back I saw a long scratch on the side of the car. My heart just dropped. In my mind I said this is bad I will need to pay a lot of money now. The staff at the rental counter checked the car. They told me there was a scratch and I had to pay a pretty big charge. I paid it with my credit card right there. I felt really upset but I had no choice. On the way back I suddenly remembered that I had bought AXA Full Coverage. I started to think if this insurance is real and if it can pay back my damage. So I contacted customer service and told them what happened. They were calm and told me I needed to provide some documents. Those days I was busy with work and also busy with the claim. I was looking for the rental contract and then for the credit card slip. I was afraid I would miss something. I even got the currency wrong. I wanted to get the refund in euro because my bank is in Europe but I filled the form with USD by mistake. I felt it was all very confusing. Later customer service reached out to me again and said the accident time and the currency needed to be corrected. I got nervous because I was scared that if I made mistakes the claim would fail. I followed what they said. I corrected the accident time to match that afternoon when it really happened and I confirmed the claim amount again in Indonesian rupiah equal to euro. They kept checking the numbers with me. I remember the final approved amount was around IDR 864968. When I changed it to euro it almost covered what I had paid at the rental counter. During that period my phone kept getting emails back and forth. It felt like I was fighting with the damage fee but actually the steps were not as hard as I thought. I was just too stressed at the start. After a while customer service told me that the insurance company had agreed to pay this amount. When I saw that number I felt so relieved. I thought it was really worth it that I paid extra for the insurance. With this experience I feel that AXA Full Coverage really works. A small but annoying problem like a scratch on a rental car still got paid back. As a business traveler this kind of protection makes me feel much safer.

C

Colin SilksItaly

I will start from the problem. I was driving in Italy and my rental car got a flat tire on the highway. I booked the car on QEEQ and picked it up near Naples airport around late April in the afternoon. The car from Locauto was a Volkswagen Polo with automatic gear. It was my first time driving long distance in Italy and I was pretty nervous when it happened. After the flat tire I called the rental company. They helped me call road assistance. A tow truck came and took the car away and said they needed to check it. I thought they would just change the tire and that was it. In my head I started to count how much I might need to pay and if a tire was very expensive. When the damage bill came I was shocked. There were many numbers and I did not really understand all the items but I knew the total was high. That was the moment I felt really glad that I had bought AXA Full Coverage when I made the booking. At first I only chose it because I wanted extra safety and I thought maybe I would never use it. I did not expect I would really need it. I collected the papers from the rental counter and the accident details and sent everything I could find to the customer service. Writing emails in English and explaining things is a bit stressful for me and I was also a foreigner in Italy. I was afraid I would make some mistake in the process. After some communication they told me the car damage could be covered by the insurance. I was still worried because the amount looked scary. In my mind I kept thinking that if I had to pay all this by myself my Italy trip budget would be destroyed. After some time they informed me that the claim was approved and the damage cost would be paid and I could even receive the money in the currency I preferred. I felt a huge relief at that moment. It was like a big stone was taken off my chest. Now when I look back the flat tire was really bad luck. Still the good part is that the damage on the car was protected and even the tire which normal rental counter insurance may not cover was included this time. If I had only taken the basic insurance from the rental desk the result would be very different. I am a young traveler and my budget is not big. AXA Full Coverage helped me handle this damage bill and that really saved me this time.

Y

Yu AndersonSpain

"Sir this scratch needs an extra charge" The staff at the counter in Seville airport pushed the paper to me when I returned the car His face looked a bit sorry I was confused for a moment because I tried to drive very carefully with this Peugeot 5008 There was only one time I parked on the street and when I came back I saw a small scratch near the door I thought it was not a big problem but the staff pointed it out when I returned the car I booked the car on QEEQ I flew from Japan to Malaga in Spain and picked up the car around noon on April 29 The car was an automatic seven seater It was very useful for me because I often travel with a lot of luggage for business The car looked very good when I picked it up The staff at the rental desk spoke Spanish and a little English I could not catch every word but I understood I needed to be careful about damage I also remembered that I bought AXA Full Coverage so I felt a bit relaxed A few days later I drove from Malaga to Seville I just went between hotels and client offices Many parking spots were very tight I always moved the car slowly because I did not want to hit anything One evening I parked on a narrow street in the city center When I came back it was almost dark The street lights were not very bright I used my phone light and saw a short scratch near the lower part of the door I felt upset and I started to think about repair cost in Europe and if it would be very expensive Around the afternoon of May 4 I brought the car back to the return area in Seville The staff walked around the car and stopped at the scratch He looked at it for a few seconds then wrote something on his board I knew I had to pay He printed a long bill for me It had extra driver fee fuel some surcharges and the damage fee The total amount looked high Even though I am used to business trips and expense reports I still felt like it was too much so I checked every item again and again Because of the language problem I worried that there might be some double charge I could not check everything clearly at the airport After I went back to my hotel I looked at my credit card record and the bill I felt the numbers did not match well I contacted their customer service and wrote in English where I thought I might be charged too much I also explained about the scratch Customer service told me that from the bill there was no double charge They said there were extra driver fee fuel damage fee and some airport and location surcharges I still felt that the damage part was painful but they suggested I could use the amount they helped to calculate to make an insurance claim Then I remembered that my AXA Full Coverage was really useful here I always thought insurance claim was very hard especially because my bank account is in Japan and this was a foreign rental But they told me about the amount I could claim so I prepared the documents I collected the bill from the rental company and the photos of the scratch and sent them Later the insurance side needed my bank information in English Then I found that my usual documents were all in Japanese So I translated everything into simple English My name bank address branch account number and swift code I checked each detail carefully During those days I was busy with work and sometimes I checked my email again and again I also asked if I understood the fees correctly They explained to me that there were airport surcharges and location surcharges with some rate I tried to calculate by myself several times and still felt confused So I decided to just use the number they prepared for me and treat that part as the damage amount for the claim After some time they told me that the insurance approved my claim The amount was 471 point 75 euro This was basically the part I paid for the scratch I felt a big relief when I saw this number The feeling that I might be cheated disappeared and turned into a simple thought I was lucky that I bought AXA Full Coverage If I did not buy this insurance I think I would keep thinking about this bill for a long time When the payout finally arrived in my bank account in Japan I checked the detail again The number was the same as what they told me before I thought about the whole story Picking up the car in Malaga finding the scratch in Seville paying the damage fee feeling worried about the high bill contacting customer service sending claim documents translating my bank info into English and then finally getting 471 point 75 euro back It was a bit tiring in the middle but the result made me feel safe For a business traveler like me who flies around all the time this one real claim and payout experience is more convincing than any advertisement

S

Sushma LevanonUnited Kingdom

"Why do you look so pale" my friend asked me at the airport in London while helping me put my luggage into the Volkswagen Golf. It was around the afternoon of April 29 and the sky was a bit grey. I had just booked the car on QEEQ and went to the GREEN MOTION office to pick it up. I was in a pretty good mood at the start. When we drove the car across London streets I felt quite happy with it. It was automatic so it was easy to drive. I even told my friend I was glad I bought AXA Full Coverage because if I scratched the car I would not panic too much. We both laughed and did not think this line would become real so soon. A few days later in the city center on a narrow street I was reversing out of a parking spot. A car came up behind me and I hit the brake but it was a bit late. The back bumper got a clear scratch. For a second my mind went blank and I thought I would need to pay a lot of money. My friend kept saying it was okay and told me to take photos first. So we took photos of the scene the damage and the street around us but inside I was still very nervous. On the return day around May 11 in the afternoon I drove the car back to the London branch. The staff walked around the car and of course he stopped at the rear bumper. He called his coworker and they talked in a low voice for a bit. Then he told me they had to charge a pretty big amount. My hand was shaking a little when I used my card. I just kept telling myself that I had AXA Full Coverage. After I went back to my place I started to put all the papers together. I found the rental agreement the slip from the counter and all the photos. I was worried I would miss something. Later the customer service team contacted me and asked me to add more files. I searched my emails and my phone and sent everything I could. Those days I kept thinking about that money and it felt like a rock on my chest. At one point they said the contract was missing a part so I had to ask the rental company again. The staff there sent it quite fast. I uploaded it right away. I was already a bit annoyed because it felt like there were so many steps. But I was also scared that if I missed even one file I would not get paid. So I checked everything again and again. After a while the customer service told me that the insurance company had confirmed the payout and they also told me the final amount. When I saw that message I felt my whole body relax. I just sat on the bed and stared at my phone for a while. At that moment I really felt that buying this insurance had saved me. The process of sending files back and forth was a bit tiring but at least things went the right way. When I think back to that moment at the London counter when I signed and paid I know that without AXA Full Coverage my memory of this rental would only be about losing money. Now I just feel that if I book a car through them again I will choose this insurance again so I can drive with a calm mind.

E

Erenis LawrenceU.S. Virgin Islands

I can still see that day in St Thomas in my head. The sun was very strong and the Budget parking lot was close to the sea. The wind had a little salty smell. I was standing by the counter looking at the Toyota Yaris while the staff pointed at the door. In my mind there was only one question. How much is this damage going to cost me. They asked me if I knew the door damage might be very expensive. In that moment my first thought was that I was really glad I booked through QEEQ and added AXA Full Coverage before the trip. If I did not have it I knew I could be in real trouble. Why was I so nervous. Because I was on a business trip and the budget for this whole trip was planned with my company. My own cash is not very high. A sudden bill of several thousand dollars for car damage would put huge pressure on me. How did it start. It was around the afternoon of April seventh. I parked the car by the street to meet a client. I was not gone for long. When I came back I saw a big dent and scratch on the driver side door and the car that was next to me was already gone. I stood there on the road looking at that long deep mark. I took photos and kept asking myself in my head. Will they charge me for all of this. Can I even pay it. If I pay can I really claim it back. Are there many small rules that say they do not pay. I quickly opened my email and checked the insurance I bought. I saw the AXA Full Coverage description. It said it covered car damage and theft and also some things that the rental counter full cover often does not include like glass and tires. It also mentioned road assistance and some personal and item loss situations with a very high claim limit. At that moment I felt at least I was not completely unprotected. Later when I returned the car a day before the planned drop off around April ninth the staff did a full check. When he saw the door he called another coworker. They looked at it together and started a report. People around us were pushing suitcases and starting their vacations. I was just standing there waiting for a number. They told me the damage could be very expensive and it would follow their standard rules. I had no idea what that really meant in money. So I just made sure I kept all my photos my rental agreement and my personal details safe. Then I contacted customer service and explained I was on a business trip and the car door was hit. I told them my biggest worry was the bill and the claim. I directly asked them if such a big amount could really be covered and what I needed to prepare. They gave me a clear answer. They said AXA Full Coverage is made for this kind of car damage and related costs. As long as it is inside the coverage limit and I provide the right documents the case can go into the claim process. They also reminded me to keep the invoice payment proof and my passport ready. I asked myself another question. What if the rental counter wants me to pay full amount first. This was the hardest part for me. Seven thousand dollars is not a small number. I had just enough in my account but that would make my life very tight for some time. I still needed to travel to other cities and meet more clients. My stress would be very high. I told customer service this worry too. Their reply was very clear. The insurance works as a reimbursement. I need to settle the bill with the rental company first. Then I send the complete invoice and payment proof and the claim will be checked and paid to me according to the policy. So what did I do. I tried to calm down and list what I could control. First I needed to be sure the rental bill only included items related to the door damage. Second I checked again the limit of the AXA Full Coverage and which parts were included. When I saw the claim limit was much higher than the amount Budget was talking about I felt a bit more stable. At least from the numbers it was not a hole I could never climb out of. Because I am a business traveler I still had other meetings after this stop. I could not stay stuck on this problem. I talked with my family and my company to see if I could get support to pay first and then wait for the insurance to return the money. In my head I was not very happy. I kept thinking I already paid for this strong insurance so why do I still need to pay first. But when I thought more I understood this is just how many insurances work. I am the driver and the one who signs with the rental company. So the bill is under my name and later the insurance pays me not the rental counter. During this time they did not just ignore me. They sent emails and answered calls to explain the rules and to remind me which things might not be fully covered like some loss of use fees so I would not expect every single line to be paid back. For someone like me who travels a lot for work but does not have endless money it helped a lot to have the rules explained clearly instead of just hearing that everything is fine. When I look back at this experience now I know if I did not have AXA Full Coverage when I saw that deep dent on the door and the look on the Budget staff face I would probably break down. The claim process does ask me to pay first and prepare many documents. But at least I know that if I follow the steps there is a real and clear way for me to get my money back inside the coverage. For a business traveler like me that feeling of a safety net is very important.

D

donal Valdes-RodriguezSpain

Looking back now I feel the thing I did best for my trip in Bilbao was buying AXA Full Coverage when I booked with QEEQ. When I placed the order I was still thinking if I should really spend extra money. I was traveling alone and wanted to save some cost. But I worry a lot so I told myself it is better to have more protection and feel calm. It was around the beginning of April when I flew from the UK to Bilbao. I picked up the car near the airport from the Sixt counter. It was a BMW 1 Series with automatic gearbox. The car looked pretty new. That morning around nine I drove out of the parking lot. The sun was strong and the road was not hard to drive. I even thought this trip would be very smooth. The real problem came one or two days before return in the evening. I was alone driving in the city on a narrow street and tried to reverse into a space. There were many cars parked on the side. I thought the distance was enough and moved back slowly. Then I heard a long scratch sound and my heart just dropped. I got out of the car right away and saw a clear scratch on the side. It was not huge but you could see it very clearly and I knew this would cost money. I stood by the road for a few seconds and felt a bit shocked. In my head I only thought this is bad and I will need to pay a lot. When I went back to my place I checked the car again and took many photos and some videos on my phone. At that moment I felt really thankful that I had bought AXA Full Coverage. Without it the pressure on me would be very big. On the return day I went to the Sixt office in Bilbao a bit earlier than planned in the late afternoon. The staff walked around the car and saw the scratch right away. He called his coworker and they looked at it for a few minutes then told me there would be repair cost. I told him I had extra insurance and asked him to give me the needed papers. I still felt nervous inside and I was worried it might be very complicated. After I got back home I prepared all the photos and the rental papers and sent all the information they asked for. In the next days the customer service kept in touch with me and checked the details and the amount. I remember one thing clearly. They asked me if I prefer the refund in GBP or in EUR. I live in the UK so I said GBP would be better but if not possible EUR is also fine as long as the money comes. Later they confirmed the amount again. It was about 460 EUR which was around just under four hundred pounds. When I saw this number I thought that if I did not have this insurance and needed to pay it from my own pocket during a solo trip I would feel really bad. Now I only needed to wait for them to pay me back so the pressure was much less. Some time later they told me the amount was confirmed and they would move on with the claim. Those days I was at work and sometimes missed their calls. They left messages and also sent me emails to follow up. After I finally replied and confirmed everything it did not take long before I got the message that the claim was successful and the 460 EUR was paid. I felt a big relief at that moment and I just thought I was really lucky that I chose AXA Full Coverage at the start.