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What to do if the insurance doesn’t pay: Finances

Hello everyone, I rented a rental car through Check24 about half a year ago. Since I’m more conservative with things like this, I chose premium protection (i.e. glass and tires and € 0 deductible) for the insurance. Unfortunately there was a stone chip in the windshield during the rental period and the rental company on site, or their appraiser, was of the opinion that the entire window had to be replaced (which in my opinion would not have been necessary).

Instead of arguing about it, I thought that I was insured anyway and first advanced the € 800 deductible + € 50 expert fees. I was then able to report the damage to Check24 and after about 3 months I got the statement that my insurer (AutoEurope) would take over the damage and transfer the amount (minus € 30 for any other fees) within 21 days. That was three months ago and of course nothing was transferred. Several calls to Check24 fizzled out, one was not responsible and could not do anything about it. I couldn’t think of anything else to do, except to call Check24 regularly and complain, but that doesn’t seem to work.

I am now wondering what to do. For example, should I send a written request for payment? But if so, to whom? Check24 is actually my only point of contact, even if AutoEurope was the insurer in the background. Or should I hire a lawyer right away?

I would appreciate suggestions on how I could proceed. Have any of you ever had a similar experience?

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