I'm reminded of a survey carried out a few years ago when insurance companies refused to pay out (for a variety of reasons relating to breaches of their contractual terms) to householders affected by flooding in Wales. Nearly everyone questioned indicated that it was disgusting that the insurance companies were 'hiding behind their small print' and refusing to pay out. Then the survey was repeated but including the fact that 'ex gratia' payouts by the insurance companies would inevitably result in increased premiums for everyone else. Suddenly the responses changed, with hardly anyone wanting the insurers to pay out!
The 'small print' does, indeed, protect the insurance company's profits but it also protects their other customers against higher premiums. If the relevant conditions for paying out haven't been met, I support the insurer's decision not to pay out.