Avis Charged Me for a Scratch Despite My Full Insurance Coverage

AVIS charged €2,200.26 from my bank account almost 5 months after I returned a rental car, citing a scratch, even though the car was fully insured to cover all damages. I rented the car on March 12, 2025, and returned it on March 29, 2025. The day before returning it, I accidentally scratched the car while parking. When I returned it, I asked the staff if I needed to fill out a form, and they told me that since it was fully insured, I didn’t need to do anything. However, this was not the case. They asked if a third party was involved, and I confirmed multiple times that no third party was involved. AVIS even informed me via email that I would not be charged for this damage. Despite this, on September 15, 2025, they charged my account. Months later, they asked me for a police report—something they never mentioned when I returned the car. Additionally, I rented another car from Hamburg AVIS on April 9, 2025, and they still did not inform me about needing any additional report. This is extremely poor customer service. They did not even call me once during the 5 months, and I would have provided a report if I had been asked.