Two things spring to mind, one of which has already been mentioned.
Firstly, there are a lot of practical reasons for the parents/family not to be physically present, especially factoring in the limited time frame of the game. Double especially in an island environment, where weather and currents, or simply remoteness, might mean that certain islands only get occasional ferry service. Or that it’s very expensive. Even if the PC is badly injured, their family knows that they’re being taken care of. Who’s to say that they’re not staying behind to care for someone who’s equally ill/injured, but without the alternative means of care? It sucks, but sometimes you really need your family and they still can’t be there for you.
Second, being on good terms with your family encompasses a huge range of different types of relationships, which you can’t reasonably be expected to portray with any level of nuance. When it comes to family, definitionally, you’re on good terms unless you’re on bad terms. For some people, not phoning their gran every Sunday is gross negligence, but there are just as many people in the world who only see their family at weddings and funerals, or the equivalent.
The PC is an adult professional, one who’s been out of their parents’ home for as much as twenty years, depending on age. One of the attractions of this type of protagonist, at least to me, is that it allows a level of detachment from home that would be harder to explain for an eighteen-year-old. It’s just not that unusual, to me, for an adult to not be in close contact with their family. There could be a billion reasons why, none of which qualify as being “estranged”. This, I think, is the sort of thing best left to the reader’s imagination.
I would like to keep the option to have my PC be on good terms with her family, even if they’re not super-close. Often, in stories, families (and especially parents) are unceremoniously brushed aside with a tragic backstory, and that’s fine, but I find it kind of refreshing to be able to have a more mundane arrangement.