I think they are more generally saying that drivers for these ride share companies aren't aware of the risks that the company is passing on to them. They used the example that quite a few drivers have standard insurance (rather than one that covers ride-sharing). I don't think they were claiming the drivers didn't know what they were doing in that they were mistreating her, but more that they weren't aware of the laws around it. And that from Uber's perspective, it was the driver's responsibility to know all of them and take financial liability for violating them. This is counter to so many other jobs. If this happened in a fast food restaurant, you'd expect that food chain to be held responsible, just like Uber was here. The restaurant would likely fire the person (how they are held responsible).