Yes, I recently had direct experience with this. It was very minor (a cracked windshield), and Hertz did EXACTLY the same thing to me -- they didn't generate a claim and just charged my card and ran off. They also refused to communicate with my insurer. The best advice I can give you is to:

1. Try to chase down the required documents directly with Hertz yourself. Talk with your insurer and be the middle man.

2. Vow to never use Hertz again if you can help it. There is virtually ZERO customer service, at least when it comes to damage claims.

My claim did not end well. Hertz gave the finger to everyone and my insurer gave up. The dollar amount ($148) was small enough that the contract organization I work through picked up the tab. Unless I'm desperate for a rental car and Hertz is the only option, I will never use them again.

By comparison, I had a similar claim (cracked windshield) with Alamo recently and the claim process went very smoothly. Unlike Hertz, Alamo didn't just charge my card for the repairs and run off into the sunset. They generated the documentation, worked directly with AMEX, and all was well.