A relationship with a broker does not end when the policy starts. A good broker should represent you in the event of a complaint. In addition, there are middle ground or standard policies. The most common plan taken out by individuals or families is the budget option. A budget policy will not usually include outpatient treatment or complementary therapy or physiotherapy.
All insurance is hedged with exclusions to balance premiums paid against risks underwritten.
Medical insurance has more exceptions than most. Cover does not normally include pre-existing conditions. You cannot, normally, insure yourself after the event. For example, if you were taking out a policy, cardiac surgery would normally be excluded if you have a history of heart disease. This seems fair enough.