The experience terrible and I was told if I did not take out the insurance I could’nt even get a car

My family are standing on the bus shelter for about 45 minutes. The company did not have a vehicle big enough to take the two adults and four small children. After waiting to get the car I was told I had to have insurance otherwise I was not going to get a car. I have hired cars from all around the world this is not the case. I explained I had an insurance policy that didn’t seem to matter despite showing him my certificate. The car had a great big dent in the side of it. Fortunately I took photos of the car before I collected it. The representative Aaron told me it doesn’t matter because I have insurance. I explained to him the dent already. He was not interested as I had insurance. There was one member of staff trying to run a business give lifts and answer the telephone. Absolutely terrible.