Language barriers and cultural differences can sometimes make overseas travel a real challenge. But these issues become even more of a problem, when you injure yourself in a foreign country and require hospitalisation. Would you know where to turn for help, if you found yourself badly hurt while holidaying in the Middle East?

Whilst travelling through the Middle East, a customer tripped, causing quite serious injuries. The customer was travelling on a boat cruise, so the ship’s doctor treated the customer, and assisted in transferring the customer to hospital.

As the customer’s Emergency Medical Assistance provider, Mondial Assistance was called and the Medical Assistance team was advised of the customer’s accident.

The customer was treated in hospital for a fractured wrist and knee, and was advised that they would need further treatment, upon return to Australia.

The Mondial Assistance Medical Assistance team contacted our Medical Agent who assists with cases in the Middle East Region, to help with liaison and translation between the customer and the local nurses and doctors in the hospital.

Due to the customer’s fragile condition, the Medical Assistance team considered two options. The first option was to provide a nurse to escort and assist the customer with their trip home to Australia. The second option was for the customer to undergo medical treatment before returning to Australia.

The Medical Assistance team consulted with the customer, regarding these options.  After considering the options, the customer decided to undergo medical treatment before returning home. So the Mondial Assistance Medical Assistance Team then arranged, in conjunction with our Medical Agent, for the customer to be transferred to the appropriate hospital with the necessary medical facilities to provide treatment.

Throughout the process of arranging the surgery, the Mondial Assistance Medical Assistance team liaised with the Middle East Consultant in Sydney to confirm visa requirements. They also consulted with the Department of Foreign Affairs & Trade, regarding the customer’s repatriation back to Australia.

During the customer’s entire stay in hospital, our Medical Assistance team liaised with family members in Australia, keeping them updated on their condition.

While the customer was undergoing treatment, our Medical Assistance team began organising the repatriation back to Australia. It was decided that the best option would be for the customer to take a commercial flight, with a flat bed seat accompanied by a Registered Nurse, to assist with the journey home.

Registered Nurse, Clement Ulcoq, assisted in repatriating the customer back to Australia. After medical treatment, the customer returned safely to Australia, and was admitted to hospital for further treatment and recovery.

ABOVE LEFT: Registered Nurse, Clement Ulcoq, accompanied a customer on a flight back to Australia, after an unfortunate accident in the Middle East.

You’re in good hands with Mondial Assistance.
Our ability to provide Overseas Emergency Medical Assistance and easy access to resources through the Mondial Assistance global community, means we are truly connected to the people we’re assisting in a caring way. In this case, we utilised our contacts around the world to access the medical facilities, ensuring that our customer received the required medical attention.

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.