Mondial Assistance

Travelling can be an exhilarating experience, but when you’re a quadriplegic, it can present extra challenges. So who would you turn to for help?

Colin Johanson and Moira McEwan were holidaying aboard a cruise ship in the Asia Pacific region. Moira became ill early on the trip, and was treated while onboard the ship. Two days before the end of the cruise Moira came down with a bad chest infection. Upon arrival in Singapore, Moira stayed at the hotel to rest and Colin decided to explore a little on his own.

While out, Colin was jostled in the crowd, and had to shift hard to keep his balance. The next morning Colin awoke with an extremely swollen hip and knee. So Moira called Mondial Assistance, the emergency medical assistance provider for her travel insurance policy. She was quite distressed, as Colin, who is quadriplegic, needed urgent medical assistance.

Registered Nurse, Rebecca Goodchap, assessed Colin’s condition over the phone. She was particularly concerned as they were both due to fly to Melbourne the next day. On Rebecca’s advice, Moira called an ambulance to take Colin to hospital, where x-rays revealed he had a fractured hip, requiring surgery.

Within hours, our Medical Officer, Dr Geoff Ramin reviewed Colin’s injury and confirmed cover for surgery, while Customer Service Assistants, Anthony Dunne and Max Giles rearranged the customers’ travel plans, flights and accommodation. The first of many!

Colin’s operation was successful and during his recovery, our Medical Assistance nurses maintained close contact with treating doctors, ensuring that Moira was both well-informed and well-accommodated.

Thankfully, Colin made a rapid recovery, so Medical Assistance Case Manager, Claire Jasudasen, began to arrange their return to Australia. Registered Nurse, Rebecca became concerned about Moira’s health and recommended she also be examined.

So while Colin was still in hospital, Moira was in the Emergency Department for treatment of her chest infection which had become much worse and Moira was then deemed not fit to fly.

Finally, after 15 agonising days, of multiple drug therapies for Moira and post surgical care for Colin, they were both (after three planned departure dates) finally approved to fly home to Melbourne.  Our Medical Assistance nurses asked airline staff to give our two very deserving customers the best attention during their flight, and ensured that they arrived home safe and sound.

As well as providing much needed support and medical expertise, their travel insurance policy also helped Moira and Colin avoid $60,000 in medical expenses.

"I would like to take this opportunity to thank everyone that helped me during this crisis. To say this was the scariest thing I have ever had to deal with would be an understatement. I genuinely feared never seeing home again. I am not a “Doom and Gloom” sort of person, and have travelled extensively without any problems, but this was definitely different, and something I never want to repeat. Knowing I could call Mondial Assistance was my lifeline. I knew I would get help and genuine caring from whoever answered that phone. Everyone had a strength that helped keep me calm and centred. The updates and phone contact were so much appreciated. I knew I could trust whoever called me, and that the information would be accurate. The contact with the nurses was also so important. Being able to run questions by them made all the difference to my state of mind. As for the rest of the team, their professional attitude coupled with a sense of humour was so much appreciated. I can’t stress highly enough how important the contact with these genuinely caring people helped me get through this awful time. You guys deserve all the kudos that can be given. You are a highly proactive, extremely well-trained group of individuals who obviously enjoy your work, and are sensational at it. I can’t thank you enough!"

Moira McEwan April 2009

ABOVE LEFT: Medical Assistance Case Managers, Claire Jasdansen and Anthony Dunne received much deserved praise from two very grateful customers, who required hospitalisation in Singapore.  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 professional approach ensured that both customers were looked after every step of the way, by providing important medical information, updated travel plans and reassurance, during a stressful experience.

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.