Zagreb City Guide

I rented a car in UNI-RENT. I picked it up in Dubrovnik and had to give it back in Zagreb. I decided to pay for full coverage insurance as they recommended to me because I was also going to Bosnia and I did not want to have any problem in my holidays. When they gave me the car, they told to me that I should call the office if the tyre or the front glass got broken and that I should call the police in case of a collision. I thought everything was reasonable. When I gave the car back in Zagreb I told them that I had done a small scratch in the back side of the car when parking in a natural park in Bosnia. It was a small scratch and I had paid for the full coverage insurance so I thought I was covered... but they charged me with an extra amount of 1000 kunas for that small scratch although I had paid the full coverage insurance. They gave me no option but paying that extra amount. I did not understand it and asked why. One of UNI-RENT workers was pretty rude to me and shouted to me saying that I should have called the police for that scratch although I was in the countryside where there were no policemen... I told him that I still had time enough for calling the police because I was giving the car back earlier than arranged and he answered to me in a rude way saying that I could do that but that I should be careful in the way I explained the accident to the police. That´s not the way to answer back... and anyway, it was not an accident or a collision, it was just a scratch an I finally did not call the police. I travel a lot and you have to call the police to explain a scratch nowhere. I tried to think over this situation with other workers - that was very polite to me)-. I told to him that it was not an accident and asked him to show me any document in which I could read any definition of what UNI-RENT considers as a car accident because it is not defined in the document I signed. The only document they showed to me was the brochure in paper that the company uses to advertise its services in which you can read: "Every damage on the vehicle shall be reported to the police, which shall be asked to make a report on the road accident or damage". The only problem is that this brochure is just an ad and is not part of the General Conditions in which neither accident or damage are defined. I paid for the full coverage insurance and I feel UNI-RENT cheated on me as they charged to me an amount for an insignificant scratch when I was supposed to be covered. Althought it was not a big amount, I felt UNI-RENT cheated on me and that´s what I do not understand. I asked for the Claim Sheet because I didn´t feel ok with what was happening and they told to me that they used it some time ago but that they don´t use it anymore (isn´t it compulsory for any business?). They told to me that I should write to an e-mail address in case I wanted to claim for anything. I don´t think this is the way... maybe I should have called the police for this. Regrettably, the last image I keep from Croatia is not good. I DO NOT RECOMMEND HIRING A CAR WITH UNI-RENT AT ALL