Took out a policy in August 2019 to cover a vehicle rental as I was concerned about the number of exemptions in the hire company's rental agreement. I felt reassured that rentalcover.com's policy had very few exemptions. Unfortunately we were involved in life-threatening accident which led to the car being written off. Rentalcover.com's policy covered us up to $100,000 so we were initially relieved we had purchased additional insurance and their policy clearly covered our claim. This relief was short-lived. Rentalcover's communication was absolutely appalling. They took weeks to reply to emails. There was no contact number and they refused to provide one. They refused to speak directly with the hire company regarding the claim. They showed zero compassion or empathy. After 4 months they refused to pay the claim then proceeded to ignore us when the hire company started pursuing legal action against us. They essentially left us to fend for ourselves against the hire company because this wasn't a simple $500 excess claim. I eventually complained to the Australian Financial Complaints Authority (AFCA) who agreed that Rentalcover.com were responsible in full for the claim and also awarded us $2000 in non-financial losses. Even then it took over a month and multiple threats from the rental companies lawyers for them to pay even though they are bound by AFCA's determination to settle the claim. Do not trust this business, please use a reputable insurer!