Mondial Assistance

A bad back is unbearable at the best of times, let alone when you’re in another country. So what would you do if you sustained a serious back injury, while overseas?

Alex Gibson was travelling in Thailand with his wife, when he injured himself, slipping down some stairs. Alex was taken to the emergency department of the local hospital, where he was assessed and then discharged to continue his holiday.

However, the following day Alex’s daughter, Chandra, called Mondial Assistance, the emergency medical assistance provider of their travel insurance policy, to advise that Alex had been suffering from persistent back pain, and had been taken back to hospital by ambulance.

To assist with communication, Mondial Assistance Australia appointed our medical agent in Thailand to translate the medial reports and liaise with local doctors. Alex underwent intensive physiotherapy to ease the pain and discomfort.

However, as his recovery was going to be a lengthy process, our Chief Medical Officer advised that he should be repatriated to Australia, to continue treatment. So Registered Nurses, Rebecca Goodchap and Katy Youngman, who assisted in Alex's case, made the necessary medical arrangements.

As Alex was still unable to sit up, Registered Nurse, Clem Ulcoq was sent to Thailand to accompany Alex on the flight home, and ensure that his admission to an Australian hospital went smoothly.

This email is just to thank everyone at Mondial who assisted my father, Alex Gibson, after his accident here in Thailand. Everyone was extremely helpful, sympathetic and went out of their way at all times during his time in hospital.

I would not hesitate to use this company myself or to recommend the service to others. The staff of Mondial are a credit to the company and certainly a credit to the healthcare/assistance industry.

A special thanks to Clem Ulcoq, who was the rep sent out to accompany my father home – a wonderful man, extremely professional and comforting. Another thanks to both Rebecca Goodchap and Katy Youngman who were often on the end of the telephone providing wonderful support and help.

Words and emails certainly cannot express what a wonderful job everyone involved did. Thanks ever so much, again and again.

Best regards, Chandra Hickox (Alex Gibson’s daughter)

ABOVE: Registered Nurse/Case Manager, Rebecca Goodchap and Registered Nurse, Clem Ulcoq, and Registered Nurse/Medical Assistance Team Leader, Katy Youngman helped repatriate a customer to Australia, after a nasty fall in Thailand.

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 members ensured that the customer received the highest level of care available, and that he was looked after, every step of the way.

 In Australia during 2008, we handled over 61,000 Travel Insurance claims and more than 10,362 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.