An elderly couple was travelling through Asia, when the husband started complaining of severe stomach pains. With no pre-existing medical conditions, he was admitted to hospital for an emergency operation.

The couple’s daughter in Australia called Mondial Assistance to alert them of her father’s situation and to find out the details of her father’s Travel Insurance policy, and whether it would cover his medical expenses. Mondial Assistance obtained the couple’s contact details from their daughter, and explained in detail what their policy covered. We then stepped into action, contacting the hospital for medical reports, and making contact with the patient’s wife, to ensure we could provide the necessary medical and emotional support.

As the patient was in the Intensive Care Unit, his wife moved into the hospital accommodation, to be closer to her husband. The patient’s wife was quite anxious throughout the ordeal, and had great difficulty coping. In the meantime, some of their family flew to be with their parents.

Our Medical Assistance team became more involved in the case, ensuring that the family remained calm and reasonable, as well as providing comfort and reassurance during a stressful time.  

Once the patient started to improve, our medical team began preparing for repatriation. However, the patient’s condition was quite unstable. He began to deteriorate again, then improve for a few days, followed by another period of deterioration. 

Our Medical Assistance team began investigating the possibility of a commercial repatriation. However, this became unworkable, as the patient required a great deal of oxygen, and commercial airlines have strict limitations on how much oxygen they can carry onboard. 

The patient’s wife continued to become even more stressed about her husband’s condition, and wanted to return to Australia immediately. It soon became apparent that because the patient was not improving greatly, Mondial Assistance would have to conduct repatriation by Air Ambulance.

The patient was eventually deemed fit to fly by Air Ambulance, with continuous oxygen flow and ventilator. Our Medical  Assistance team organised all the necessary transfers and arrangements for the family, as well as updating DFAT, the Australian Department of Foreign Affairs & Trade (with whom we liaise closely in these cases), during the patient’s return trip to Australia.

Upon arrival, the patient was admitted to hospital, where he remained in a stable condition.

ABOVE LEFT: Our Medical Assistance team organised the repatriation of an elderly man by Air Ambulance, from Asia back to Australia.

You’re in good hands with Mondial Assistance.
Our ability to provide Overseas Emergency Medical Assistance and claims processing in-house, with our Group presence around the world, means we are truly connected to the people we’re assisting in a caring way. In this case, Mondial Assistance remained in constant contact with family members, ensuring that the patient was well looked after by all parties involved in his care.

In Australia during 2006, we handled over 60,000 Travel Insurance claims  and more than 37,000 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 the key to your safety, 24 hours a day, 7 days a week, 365 days a year. We are specialists in the medical evacuation of Australians overseas. So you can enjoy peace of mind, knowing that we’re here to help our customers.  

Mondial Assistance Australia is a leading provider of Travel Insurance and Overseas Emergency Medical Assistance, as well as Overseas Student Health Cover and Automotive Assistance.  Around the clock, around the world, we’re always ready to help you - whatever it takes.