Yes DFAT have limited resources so they really don’t want you relying on them.
If you get a travel insurer with good phone or internet customer service, they’ll be able to help you out of a lot of pickles. Finding out which insurer has good service can be difficult though. You often don’t find out until you have to call them, and you don’t want to have to call them.
Travel Insurance has a very low claims rate (around 5% from memory) so it’s difficult to just survey people and find out how their claims experience is (we’ve tried several times). Anecdotal evidence, such as from the user reviews people leave on our site, can be useful but isn’t statistically significant enough to use in our review process.
We instead use the Australian Financial Complaints Authorities complaint data in our review. It captures data for complaints, not satisfaction at the point of receiving the service, or lodging the claim, but it’s the most robust data available. And we’ve found there’s a high correlation with the anecdotal feedback we see from people.