I had to pay twice for comprehensive insurance, both with you and with Kaddy by EuropCar.

Spett. Streesfreecarrental Buongiorno, vi scrivo per segnalare un problema riscontrato con l'assicurazione Kasko per l'auto noleggiata tramite il portale StressFreeCarRental. Al momento del ritiro del veicolo presso Keddy By Europcar all'aeroporto di Lisbona, ho scoperto che l'auto non era coperta dalla Kasko e che avrei dovuto lasciare un deposito cauzionale di 3000 euro anziché gli 800 euro del vostro contratto che ho sottoscritto. Di conseguenza, ho dovuto acquistare un'ulteriore assicurazione Kasko per un costo complessivo di 397,36 euro, portando il totale del noleggio auto a 1162,24 euro. Vi chiedo gentilmente di provvedere al rimborso della cifra dell'assicurazione Kasko che mi è stata richiesta da Keddy by Europcar. Vi invito a corrispondermi quanto prima tale somma tramite riaccredito sul mezzo di pagamento utilizzato per il pagamento. In mancanza di un riscontro entro 15 giorni dal ricevimento della presente, mi riservo di adire le vie legali a tutela dei miei diritti. Cordiali Saluti Dear StressFreeCarRental Good morning, I am writing to report a problem I encountered with the comprehensive insurance for the car I rented through the StressFreeCarRental portal. When I picked up the vehicle at Keddy By Europcar at Lisbon airport, I discovered that the car was not covered by comprehensive insurance and that I would have to leave a security deposit of €3,000 instead of the €800 stated in the contract I signed with you. As a result, I had to purchase additional comprehensive insurance for a total cost of €397.36, bringing the total car rental cost to €1,162.24. I kindly ask you to reimburse me for the comprehensive insurance fee that Keddy by Europcar charged me. I invite you to pay me this amount as soon as possible by crediting the payment method used for the payment. If I do not receive a response within 15 days of receipt of this letter, I reserve the right to take legal action to protect my rights. Kind regards

Hello there, Thank you for getting in contact. We're sorry to hear about your experience at the rental desk and understand your frustration regarding the unexpected insurance charge. To clarify, we are the car rental broker, and the insurance you purchased through us is a legally valid Excess Protection policy, which is fully independent of the rental company's own insurance. This policy covers the lead driver and is an excess reimbursement policy—meaning that in the event of any damage or mishap, you would pay the car rental company up to the excess, and then submit a claim to be reimbursed under the policy you purchased from us. Provided that you were able and willing to leave the refundable security deposit on your payment card at the time of collection, you should have been entitled to decline the rental company’s additional insurance and proceed with your booking under the cover already arranged. However, on this occasion providing you send us the rental agreement paperwork showing that you had to purchase Premium insurance with the car rental company directly then we should be able to make an exception and issue with gesture of goodwill for the refund of your insurance cover. We look forward to hearing back from you and you providing the necessary paperwork for us to be able to proceed with the refund Best Regards, Thao Stressfreecarrental.com Powered by Intercom On Wed, Oct 15, 2025 at 17:15 PM, reclami@altroconsumo.it wrote: ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌