No policy covers everything, and that is one of the most important messages a Help Centre should communicate clearly. Insurance works by listing insured events, conditions, limits, and exclusions. If a loss is not clearly covered, you should not assume that it is.
This point matters because many support problems start with the wrong expectation. A broad student policy can still contain important restrictions on existing medical conditions, eligibility, visa status, country rules, dangerous activities, and the timing of purchase.
Good support content reduces confusion by being honest about scope instead of trying to sound broad and reassuring at all times.