Not sure travel insurance

I took out holiday insurance with stay sure for the first time this year and have to say that the staff I spoke with were polite and dealt with my insurance quickly and efficiently and forwarded the policy in the time scale I had expected. However, whilst on holiday I met a nice middle aged couple and the wife had fell in a hole in the street . She had been seen by a doctor and had to attend hospital over a few days to have her injuries dressed. She told us that they took out the most expensive insurance and that they were told by different medics in Spain that they will not deal with stay sure nor would private hospitals and that this couple had to pay out of there own money. This is quite worrying, as we are travelling again in 2015 and would have probably had insured with stay sure. We know this to be true as other holiday makers with stay sure had been told the same by different medics in Spain.