Insurance Articles
Mother-daughter European dream holiday turns to nightmare
Posted by admin - 29/07/09 at 04:07:18 pmOne minute you’re sightseeing in Europe, the next minute you’re in a foreign hospital with a fractured leg. You’re having trouble communicating with the hospital staff and you’re not happy with the care you’re receiving. Where would you turn for help?
A mother and daughter where sightseeing in Europe, when the mother slipped and fractured her leg. So her daughter called Mondial Assistance, the Emergency Medical Assistance provider appointed by their travel insurance company, to advise that her mother had been admitted to hospital.
The customer received medical treatment in the Emergency Department, before being admitted to the general ward. During this time, Veronica Walker, our Medical Assistance Team Manager, contacted our agent in the country where the accident happened, to arrange help to translate medical reports and discuss the patient’s condition with hospital staff.
The customer and her daughter were becoming quite distressed and emotional, as they were not comfortable with the standard of nursing care in the hospital. Upon our Medical Assistance team reviewing the medical treatment records and examining the level of care, it was decided to transfer the customer to another hospital where the standard of medical treatment was higher.
Veronica also contacted the Australian Embassy, advising them of the situation, and ensuring that they were updated regarding the customer’s condition. As a courtesy, an Australian Embassy staff member visited the customer, to ensure she was comfortable in the new hospital.
Prior to repatriation, the Australian Embassy and our Medical Assistance team members maintained contact with the customer and her daughter on a daily basis, keeping them updated with amended flight information.
After the customer received further medical treatment, and due to their little mobility a Registered Nurse, Sophia Hauser was sent to escort the customer back to Australia. This way the customer could fully recuperate back in Australia with the appropriate medical care. Our Medical Assistance was planning to repatriate the customer back to Australia when our Registered Nurse, Sophia was admitted to hospital, with a stomach bug.
At first the customer was frantic, as she was desperate to get home and through our nurse, Sophia would be sick for a few weeks. However, Nicole Pridham, our Medical Assistance Case manager, reassured her that she would be on the plan home within 48 hours.
True to our word, Sophia recovered and was on the flight home with the customer within 48 hours. Upon their safe arrival back home in Australia, the customer was admitted to hospital to fully recover from her accident.
The customer saved around $21,000.
Thanks to their Mondial Assistance travel insurance policy, the customer saved approximately $21,000 in medical expenses.
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, our understanding of the customer’s distressed state prompted us to moved her to more appropriate facilities to ease her mind, until she was well enough to be repatriated home.
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.
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