He likely did have the right insurance. He booked through
this company which is run by an English guy called Andy. He doesn't sell anything that doesn't have full insurance and he has some guides out there about standing your ground at pickup. They try this one with foreigners not knowing/caring/checking that we do have all insurances included. The agents are paid in commission for upsells so they will say anything to get you to upgrade. It's all very slimey and I loathe picking up a car for that reason. However, he explained it terribly and his focus was 'they are cheats' which is true but the focus should have been 'check you do have the right insurance before telling them to piss off' Not all companies inc insurance so there is a chance they could be right but usually they are just low paid workers desperate for a commission and willing to lie and cheat to get it.