Mondial Assistance

Timing can make all the difference when a medical emergency strikes. In fact, it can mean the difference between life and death.

Catherine Bean and her daughter, Sophie were on an extended holiday in Indonesia, when Sophie began suffering from abdominal pain and vomiting. Catherine became concerned and called Mondial Assistance, the emergency medical assistance provider under  their travel insurance policy, to ask for medical advice.

Quick thinking Registered Nurse, Elizabeth Egan, advised Catherine to take Sophie to hospital immediately, even though Sophie’s pain had subsided somewhat. Using our medical database, Marco Polo, Elizabeth was able to advise Catherine of the nearest suitable medical facilities.

The Bean family was staying two hours from the city, and it was almost midnight. So by the time they arrived at the local medical facility, Sophie was in extreme pain again. She was then rushed to Sanglah International Hospital by ambulance, as her appendix was about to burst.

Medical specialists were called, and operated on Sophie within two hours. During this time, Registered Nurse/Team Leader, Michelle Collins, contacted our Mondial Assistance Singapore office to assist in obtaining the medical reports and assist with the translation of medical documents. Michelle also maintained contact with Catherine to see how she and Sophie were holding up, and to provide advice regarding the insurance process.

Sophie recovered in hospital for a few days, and was then discharged to rest for a week, before continuing her travels.

The customer saved around $5,000. 

Receiving immediate medical attention saved Sophie’s life, while their travel insurance policy saved the Bean family approximately $5,000 in medical expenses. 

“Words are totally inadequate in circumstances such as these. Thank you for being so prompt in advising me to seek medical intervention for Sophie. She would not be alive if I had not taken your advice.

Sophie was rushed to hospital by ambulance. The specialists were called, arrived, diagnosed and operated on her within 2 hours. They certainly saved her life.

During all of this, Michelle called to reassure me, ask if we needed further assistance - and then she organised for the hospital account to be settled directly through Mondial Assistance! Your calls were most appreciated. You were calm and supportive, while I was battling both my own and Sophie's anxiety and fear.

Thank you so much.” 

Catherine Bean 

ABOVE LEFT: Medical Assistance Registered Nurse/Team Leader, Michelle Collins helped a mother and daughter in a life-threatening, medical emergency situation. 

You’re in good hands with Mondial Assistance. 

At Mondial Assistance, our experienced teams would not be able to help clients and their customers as well as we do, without being proactive. In this case, our medical assistance team’s proactive approach ensured that Sophie received medical treatment even though her pain had subsided. We were also able to advise where to receive the best medical treatment.

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.