This really doesn't tell us anything or give us any reason not to do business with them other than the fact that you don't like them.
Travel insurance is NOT comprehensive insurance like most policies we've become accustomed to. They are very much defined benefit and defined perils. Some of them read a lot like "We'll pay a claim if your hit in the head with a baseball size piece of hail while riding a zebra backwards down main street at 12 noon on the fourth of July." You REALLY have to read these policies to make certain your getting the coverage you need. I was burnt for $1,400 in expenses when the delay was caused by an uncovered event (fisherman's strike of all things). Since then, I've learned to really pay attention to the perils the policy pays for AND under what conditions they'll pay.