Theft of property is criminal. Not sure how you reasoned yourself sideways on that with red tape bullshit. Sue the company and the renter in small claims court and have some fun with it. Company will be forced to deal with it and that might get them to eventually change their bullshit policy. Credit card of renter should be pre-auth’d for full replacement of new item. How they aren’t doing that is negligent and asking for trouble. So is having an overly restrictive insurance policy. Makes me think the company has terrible legal counsel.