Mondial Assistance

An exciting post-graduation holiday soon turned into a nightmare, when Kate Anstee and her boyfriend, David Coker became injured in Mumbai.

The very first stop on Kate and David’s holiday was India, and it was here that they were injured during the shootings in the Café Leopold attack in Mumbai.

While the couple were rushed to hospital, Kate’s mother, called Mondial Assistance, the emergency medical assistance provider of their travel insurance policy, to advise our Medical Assistance team that her daughter and boyfriend, David had been injured.

Kate was admitted to intensive care with a bullet wound that had fractured her thigh. David’s injuries were not as serious, however a bullet had grazed his thigh, so he was examined to ensure there were no complications.

During Kate’s time in hospital, our Indian medical agent appointed by Mondial Assistance assisted in translating medical details, while our Medical Assistance team maintained contact with Kate’s parents in Australia. They also kept David updated on Kate’s medical condition. Given that the hospital resources where at full capacity as a result of the Mumbai incident, Kate had initial damage control surgery to stabalise and debride her wound.

A decision was made to repatriate Kate home for definite surgery and management of her injuries in Australia.  The unsafe environment also contributed to the view of Kate and David to return home as soon as possible.

As Kate’s injuries were still quite serious, a stretcher was arranged for her on a commercial flight. Our registered nurse Michael Simms, ensured Kate and David’s safe arrival at an Australian hospital by accompanying them on their flight from Mumbai to Australia.

Upon returning to Australia Kate had the necessary surgery which was covered by her health insurance, while David underwent another examination, only to discover that he still had pieces of shrapnel in his leg and buttock, that weren’t removed at the Indian hospital.

Needless to say, both Kate and David are happy to be home and are recovering well, with the support of family and friends.

Kate and David avoided around $60,000 worth of medical and cancellation expenses. As well as receiving reassurance and support during what can only be described as a terrifying experience, having a travel insurance policy helped avoid at least $60,000 in medical expenses.

Dear Mondial team,

Our daughter, Kate and her boyfriend, David Coker had just embarked on their post-graduation holiday, starting in India, when both were shot and Kate very seriously injured in the Café Leopold attack in Mumbai two weeks ago.

Fortunately, they had a travel insurance policy with Mondial Assistance. From the moment we advised your company of this terrible event, the treatment of our case by your team was absolutely faultless.

Michael Stein, our Case Manager maintained regular, continuous and proactive contact with the parents in Sydney, providing both practical information and reassurance.

Mondial’s Mumbai representative was on the scene very promptly and the paramedics required to oversee treatment and the successful ‘med –evac’ back to Australia were on the first available plane to India.

The Mondial paramedic Michael, with great patience and humour, provided invaluable support in the Mumbai hospital and executed the ‘med-evac’ of the two injured (our daughter was on a stretcher and effectively still in intensive care) back to Australia, in the most professional and caring manner.

Both our families wish to express our profound thanks and admiration for the outstanding treatment we received throughout this traumatic event, from all the team at Mondial Assistance. We will always use your services in the future and would unhesitatingly recommend others to do the same.

Yours sincerely, Chris Anstee (father of Kate Anstee) 

ABOVE: Registered Nurse Michael Simms accompanied customers, Kate Anstee and David Coker back to Australia, who sustained injuries during an attack in Mumbai. 

You’re in good hands with Mondial Assistance.

Our ability to provide Overseas Emergency Medical Assistance through our Group presence around the world, means we are truly connected to the people we’re assisting in a caring way.

In this case, we ensured that our customers and their families were treated with the utmost care and compassion, during a particularly stressful and dangerous incident.

In Australia during 2007, we handled over 65,000 Travel Insurance claims and more than 9,182 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 the key to your safety, 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.

Travel Insurance is underwritten by Allianz Australia Insurance Limited ABN 15000122850, AFSL 234708, and arranged and managed by ETI Australia Pty Ltd ABN 52 097 227 177, AFSL 245631, trading as Mondial Assistance. Any advice given in this case study is provided without taking into account your personal circumstances, objectives or financial situation. You should consider the Product Disclosure Statement to decide if this product is right for you. A copy is available by calling 07 3305 7000.