What a story. But it's not insurance that's bad, it's (local) insurers. In the Netherlands for international coverage there are two main support companies covering all insurers that provide help while abroad. That help is pretty extensive. If you deliver early abroad, they might send a nurse or doctor to help fly you back. They can book you flights and taxis if a relative dies or get you a new car pretty much anywhere worldwide. This all from personal experience, my professional experience gives me the same impression. In this case they would have probably guided him with a nurse or doctor to Singapore.
Which leads to my only gripe about this story. Why did he act though and not ask for help from the get go. Is there no international support in UK policies? Flying while sedated and bleeding...
Any insurer should see paying out as the prime deliverance of the customer promise. You don't skimp on paying out, but do try to be very careful about getting swindled. Getting called after 20k is spent would get the flags up in any insurer, good faith or bad.
My 2 cents would be that a good timeline and documented claim (like this blog post without the fluff) could still get him the 20k. It's an insured event, without the time for proper evaluation and without malice. That's a good basis for any claim.