What insurance policy did that woman pay for? If she bought something with a very high deductible or a 20% co-pay with no limit, then she got cheaper insurance at the cost of having to pay more in the bad years. If the insurance company is following the contract then no one has anything to complain about. It would be like me being upset at having to pay $500 if I'm in a wreck, even though I bought the $500 deductible car insurance.
But that ain't RIGHT!!