Cartrawler AXA - Online Claims Portal review: Impossible to upload necessary documents - customer support does not accept them per email. 1

I cannot complete my refund request as the site does not move to the next step (upload documents). I get stuck on the page and they keep answering me this can only be done online!
Axa Assistance policy number, G001AUTPT461933150
I tried to send them per email and got the answer below.
I have changed my browser, checked the insurance number - NOTHING works.

It has been weeks and I just CANNOT get my request through!

Date of the incident: 11.01.2019
Portugal
Europcar - Volkswagen Polo Lisbon Airport
Licence plate: 54 - UV - 56

Please see below.
I remain looking forward to reading from you with a solution!

Valeria Mac Knight

Re: HELP - I cannot upload docs on your site - This Claims Reference X19003230 (EC:k9ljY0)

Cartrawler
To:
[protected]@yahoo.com

Feb 17 at 4:51 AM

Greetings Valeria,

Thank you for your email.

Check if the policy number is the correct one and try to do the process one more time on a different browser.
In order to start the claim process please visit https://www.damage-refund.com/ and follow the 5 steps indicated online.

Complete the required fields, including your Axa Assistance policy number, G001AUTPT461933150, and attach the relevant documents:

• Car hire agreement
• Car hire/Damage report
• Original receipts, bills and invoices which the customer was asked to pay
• Evidence to support the claim
• Driving license of the person(s) driving
• Details of other applicable insurance which may cover the same loss
• Police report (if applicable)
• Your International Bank Account Number (IBAN) and Swift Code/BIC.

Once this is done, an agent from Axa Assistance will be in touch with you in due course.
We will be waiting for your confirmation, to make sure that it worked.

Kind regards,

Moreno

Customer Support Representative

CarTrawler

------ Previous Emails ------
> ====
> Dear Customer support,
>
> I am trying to make the claim as you requested, but when I click submit - it just does not go to the next page. ( I am trying it for two days already)
Would you be so kind and help me PLEEEEASEE?
Thank you in advance!

Valeria Mac Knight

> On Saturday, February 9, 2019, 9:51:40 AM GMT+1, Cartrawler wrote:

> Dear Valeria,
Thank you for your response.

Unfortunately, we cannot add these documents to your insurance claim, this can only be done online. Please follow the instructions that my colleague has sent you in the previous E-Mail on how to log the claim, you will be able to add these documents to that claim.

Once the claim is made the insurance company will be able to proceed with it.
Kind regards,

Hannah
Customer Support Representative

> [CarTrawler]

> ------ Previous Emails ------

Dear Analyn!

many thanks for your answer.
Attached you will find the documents requested.
The problem seems to have been the wrong fuel, as the next day the car did not start and they needed to tow the car away. In the petrol station you read: Diesel and Gasóleo (But gasóleo is ALSO Diesel... the Gasoline was on the other pump [Emoji] ...)
I see wrongly tanking is covered till €300.
I thank you a thousand times in advance for your time and remain at your disposal for any further information you may need.

My IBAN is: AT51 [protected]
BIC:GIBAATWWXXX
> Kind regards,
Valeria Mac Knight
+[protected]

> > On Tuesday, February 5, 2019, 8:55:05 PM GMT+1, Cartrawler wrote:

Dear Valeria,
Thank you for your email regarding your rental in Portugal.
I regret to learn that you encountered problem during your car rental.
In order to start the claim process please visit https://www.damage-refund.com/ and follow the 5 steps indicated online.
Complete the required fields, including your Axa Assistance policy number, G001AUTPT461933150, and attach the relevant documents:
> >
• Car hire agreement
• Car hire/Damage report
• Original receipts, bills and invoices which the customer was asked to pay
• Evidence to support the claim
• Driving license of the person(s) driving
• Details of other applicable insurance which may cover the same loss
• Police report (if applicable)
• Your International Bank Account Number (IBAN) and Swift Code/BIC.
> Once this is done, an agent from Axa Assistance will be in touch with you in due course.
Kind regards,
Analyn
> > Customer Support Representative

> > [CarTrawler]
------ Previous Emails ------

Insurance Number: G001AUTPT461933150
Portugal - 6.01.2019 till 20.01.2019
Valeria Mac Knight

Dear AXA Insurance Team,
During my rental with Europcar I had a problem with the car.
I was informed by my credit card Europcar charged me €479, 44.
After receiving a detailed bill, that is attached, I kindly request your support since my insurance was made only with you. At least part of the damage should be covered.

PLEASE INFORM ME HOW I SHOULD PROCEED ASAP!

I thank you in advance for you help and remain looking forward to receiving your answer and remain at your disposal for any further information you may need.

Valeria Mac Knight