Mondial Assistance

You never think it will happen to you. But it pays to be prepared in case you do experience a medical emergency overseas. So who would you turn to for help?

Two friends were travelling through Indonesia, when they were involved in a serious boating accident. As a result, one required medical attention and was admitted to hospital.  The other called Mondial Assistance, the medical assistance provider of their travel insurance policy for help.

The customer was experiencing internal bleeding, so was immediately transferred to a larger hospital for further assessment and management. At first, the customer was deemed stable and no further treatment was necessary. However, two days later the customer’s condition deteriorated, which meant they received emergency surgery and a blood transfusion. The customer was then admitted to Intensive Care for observation.

During this distressing time, Registered Nurse/Case Manager, Rebecca Goodchap, liaised with the customer’s travelling companion, as well as making contact with the customer’s mother, who immediately flew to Indonesia.

While the customer remained in Intensive Care, Mari Lane our Medical Assistance Case Manager, rearranged all flight details. Meanwhile, our Medical Officer, Dr Hayden Waghorn, maintained regular contact with the local surgeon in Indonesia. Due to the customer’s fragile condition, they decided it would be in the best interests to continue the customer’s recovery in the Indonesian hospital, rather than try and return home before they were strong enough to cope with the journey.

So the customer’s friend returned to Australia, while the customer’s family stayed behind. Rebecca and Mari continued to monitor the customer’s progress, as well as keeping in contact with the family on a daily basis.

A week later, the customer was deemed fit to fly back to Australia with a non-medical escort, so Rebecca and Mari made the necessary travel arrangements. The customer and family members were relieved to return home safely and in good health, after this traumatic experience.

In addition to providing much needed support and medical expertise, their travel insurance policy also helped the customer avoid $25,000 in medical expenses.

ABOVE LEFT: Registered Nurse/Case Manager, Rebecca Goodchap came to the aid of a customer injured in a serious boating accident in Indonesia. 

You’re in good hands with Mondial Assistance.

Our commitment to professionalism means that we consistently deliver high standards of service to our customers. In this case, our team’s professional skills ensured that the customer’s health was always a top priority, and that all parties were kept informed every step of the way.

In Australia during 2008, we handled over 61,000 Travel Insurance claims and more than 10,000 Medical Assistance cases. Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart.

Our Medical Assistance is here to help in a health emergency, 24 hours a day, 7 days a week, 365 days a year - we’re here to help our customers. Mondial Assistance Australia is one of the leading providers of Emergency Medical Assistance. Around the clock, around the world, we're always ready to help you - whatever it takes.