I run a boat rental business and recently partnered with an insurance company to offer optional rental insurance. I made it optional because I did not want to force customers to buy it, even though it costs me a lot to provide the option. I already carry liability insurance, but if a customer damages the boat, they are responsible for those costs. The rental insurance offers several affordable plans to give customers extra peace of mind.

After this customer made his reservation, I called him to review the meeting location and details, which are also included in the confirmation email. I like to do this personally to make sure everything is clear and to answer any questions.

I also explained that he would receive a second email where he would need to sign the waiver and other documents. After that, the rental insurance page would appear, clearly marked as optional, and he could choose to decline it.

He became irritated and said I was not being transparent and that he did not appreciate it. I explained that the insurance is completely optional and that we only offer it because other customers have requested it. It is even mentioned at the beginning of the confirmation email.

He told me I had ruined his fun and said he felt obligated to buy insurance. I repeated that he did not have to purchase it, but he said, “Well, now I am worried something might happen during my trip,” and then he hung up.

I am honestly confused about how I was not being transparent. If you rent a car or book a flight, they always offer optional insurance. It is the same concept. I just want to make sure my customers feel safe and protected, not pressured.