The guy is just providing a look inside the insurance and rental industry. If his daughter is going through the training then why would she lie to her father about this? The last thing any insurance co. wants to do is pay out a claim. They as much as force you to hire a lawyer to get what they said they would cover. Now, fraud is rampant in claims also so the necessity to be certain a claim is legit is only prudent. I also know that when someone rents something they mostly don't give a hoot about caring for someone else's property, it's not mine so I don't care. They will abuse it mercilessly.