I still want to complain a bit first because I really did not expect that a small scratch on a car in Florence would make me deal with so much English information and bank details and ID photos. Now the money has been paid back so when I look back I actually feel pretty relaxed. I booked the car through QEEQ. I picked it up around the morning of May 29 in Florence. It was a Toyota Yaris from NOLEGGIARE with automatic gear. For an overseas visitor like me it was very easy to drive. When I first got the car I felt quite happy. The car was clean and I even used my phone to walk around the car and take photos. I told myself this was just in case. A few days later this just in case really helped. The problem happened when I parked on a narrow street with old buildings on both sides and cars very close to each other. I thought I parked pretty straight. When I came back I saw a long scratch on the passenger side. The paint was off and I could see it clearly. I just froze there. In my head I only thought that I might need to pay a lot of money. I took many photos of the damage and my mind was full of worries. I was afraid the rental staff would say it was my fault and charge me a crazy price. On the return day around the morning of June 3 I drove the car back to the Florence office. The staff checked the car and stayed a long time at that scratch. Their attitude was normal. They only told me this was damage and there would be a charge. My heart sank but then I remembered I bought AXA Full Coverage when I booked. So I did not argue too much with the counter staff. I just paid first. When I signed and paid I felt real pain in my wallet. I did a simple exchange in my head to RMB and it was not a small number. I only had one clear thought that the insurance must pay me back or I would feel super bad. After I left the office I started to sort out my documents. I kept all the damage photos the rental paper and the payment record. I was glad I took many photos of the car when I picked it up. The real trouble came from the information for the claim. I use a China bank account and a China card. For the refund they needed my full name in English my bank address and my home address. I always live in a Chinese language world so suddenly writing all of this in English made me very nervous. I sat in front of the screen and looked at my bank card and the bank website and typed each letter slowly because I was afraid of spelling something wrong. They also reminded me that the bank name must be fully correct and the branch address must be clear. Then I realized my first version of the bank name was not exact. I went back to check the right English name and fixed it. I also had to upload the front and back of my Chinese ID because I used a Chinese ID and there were rules from the bank. I searched my album for clear photos and while doing that I was thinking it was kind of crazy that one scratch caused all this work. The damage photos were another problem. I had taken many photos but I was still worried they might not see the details clearly. So I sent them again by mail and zoomed in to check the scratch and the plate so everything was clear. Those days I was basically jumping between English forms and photo files. The time difference made me a bit tired but I still finished each thing they asked step by step. The claim amount was 240 euros. Maybe this is not a huge number for them but for a student like me it is quite a lot. So I was nervous at every step. At one point I was told it was better to use a debit or saving card instead of a China credit card so the transfer would be smoother. I looked through my cards and chose a proper one. Then I carefully typed out the full branch address with the street and number. My biggest feeling in this whole process is that even though the tasks were many and detailed as long as I worked with them and gave correct information the claim kept moving forward. I could feel that they were following my case. When something was not clear they asked me to correct it. After I updated my info things kept going and it did not feel like the case disappeared. When I finally got the message that the claim was approved and the amount was the same 240 euros that I paid at the desk I really let out a long breath. At that moment all the time I spent checking English words fixing addresses and sorting photos suddenly felt worth it. For an overseas visitor in a country I do not really know it is easy to panic when something happens to a car. I was really glad that I had bought AXA Full Coverage from the start or I might just give up the claim and lose the money. Now when I think of this Florence rental the scratch itself is not the main thing I remember. What I remember more is my mood change. I went from fear and worry about extra charges to the calm feeling when I knew I would get back 240 euros. Accidents with a car can happen. The important part is if there is someone and some coverage behind you when it really goes wrong. This time the claim went through and the money came back to me and that gives me a very real kind of confidence for the next time I rent a car abroad.
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