Quite rigid, not very flexible.

When I refused to purchase the insurance, she looked unhappy and didn't want to communicate.

The rental process was very convenient. Just give them the order, driver's license, and translation, and it's handled quickly. When picking up the car, they directly tell you the location, and you can go there yourself—it's completely self-service. Returning the car is just handing over the keys, and no one checks the car. Very convenient.

Very good. The car was new.

Pickup was relatively easy, though finding the pickup point at Brisbane airport was not quite so straight forward, and they tried to sell us more insurance even though I'd already taken additional cover. Drop off was a nightmare, finding the actual location was not easy, thankfully when we called the office they guided us in.