Customer Case Studies February 2008

An elderly couple were travelling in Hawaii, when the husband suddenly suffered a stroke. Family members in Australia contacted Mondial Assistance, the Medical Assistance provider appointed by their insurer, to advise us of his condition. The customer’s wife had recently been diagnosed with Alzheimer’s, so family members were already on their way to look after her, while her husband was in hospital.

As the customer was paralysed down one side of his body, he was immediately admitted to the Intensive Care Unit, where he remained for over two days. Our Medical Assistance Case Managers helped arrange accommodation for his wife, during this time.

Following a medical assessment a few days after the customer had been moved to the general ward, our Medical Assistance team was advised that he would probably be fit to fly in one to two weeks. So the team began considering options to repatriate the customer back to Australia. As the stroke had paralysed certain parts of his body, he was unable to sit up for long periods of time.

Finally, the customer’s medical condition improved, and he was deemed fit to fly. Due to the complications involved in sourcing suitable flight arrangements, the Medical Assistance team arranged an air ambulance to transfer the customer safely and comfortably to Los Angeles. The customer was then transported by commercial air on a stretcher with two Registered Nurse escorts back to Australia.

As well as rearranging their flight home our Medical Assistance Team organised all the necessary paperwork, as well as the customer’s admission to an Australian hospital.

The customer and his family were very grateful for all the help and support they received during this difficult period.

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About Mondial Assistance

In Australia during 2007, they handled over 65,000 Travel Insurance claims and more than 9,182 Medical Assistance cases.

Their Medical Assistance is the key to your safety, 24 hours a day, 7 days a week, 365 days a year

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.