Unfortunately the world has changed. My parents firmly believed that they established relationships with their banks and insurance providers and other large corporations they did business with on a regular basis.
It just isn't that way anymore. For ANY company these days a customer is a statistic, an account number and nothing more. The world is run by lawyers, contracts and fine print.
The only way to expect compensation from a cruise line, airline, hotel, Disneyland or anyone these days is to have travel insurance.
I don't have a problem with the person posting this online - he is expressing a legitimate thought and personal experience. In his personal world he has a point, but my experience is that it is pretty hard to get around a strict company policy.