I have mixed feelings on this.
On one hand it is nice to see Royal be compassionate in certain situations but on the other hand this is what insurance is designed for, if you choose to save a few $ by not purchasing the insurance then there should be consequences.
On the other hand, when Royal offers these compassionate solutions it's an added cost that ultimately gets passed on to everyone. Also it is no one person making the decisions so 2 people in similar situations could receive completely different responses thusly creating an inequity in how guests are treated.