Okay

Communicated via email that full insurance could be purchased at the counter, but the staff said it was not available. What is the reason?

Yes. I was expecting a small car. I am given a opel grandland x. It was quite spacious and comfortable. Very high profile features. I was very happy with it.

I booked the car almost 120 euro more cheaper from QEEQ with its membership discounts. I didn't need to claim any reimbursement from insurance so I don't know how the premium protection works. App is a bit sketchy at times (for example it shows my profile is 81% completed but I filled it completely). Overall it was a very good experience that worked without any problems.

Very punctual on pickup (it was Christmas day and it seemed like they showed up just to help us with the pickup). Our car got upgraded.

They gave me a free upgrade to an Auris hybrid which was excellent and exceed much more my expectations. Car was very good.