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Traveller suffers serious stroke on NZ family holiday
December 2008
When a loved one suffers a stroke, it’s a devastating experience. But what would you do if it happened, while travelling overseas?
Jack Derwort and his wife visiting relatives in New Zealand, when he suffered a stroke. Family members found Jack lying on the bathroom floor, unable to move his right side. They immediately called an ambulance, which rushed Jack to hospital. His wife then contacted our Medical Assistance team to advise us of the situation.
The stroke left Jack’s right side completely paralysed. He was unable to sit, stand or take care of his daily needs. To make matters worse, the hospital where Jack was admitted had a gastro-intestinal virus outbreak, so his family was prohibited from visiting for the first 48 critical hours. During this time, our Medical Assistance team kept in close contact with the treating medical staff, relaying vital medical information to Jack’s family.
Shortly after Jack began physiotherapy, his condition slowly improved, so our Medical Assistance team started to arrange a repatriation. For the next seven days, our team liaised extensively with the commercial airline to arrange a stretcher to be placed into the rear of the aircraft to transport Jack home.
Once the airline had been granted flight clearance and provided with oxygen cyliners, Registered nurses and Case Managers, Audrey Mott and Matt Deenan departed Brisbane to escort Jack and his wife home. On their arrival, our nurses conducted a medical examination to ensure Jack was fit to fly. Our nurses discussed with Jack’s treating doctor that his health could be compromised by decreased oxygen levels and flight altitude.
Jack had also been complaining of chest pain. So additional tests were requested, to ensure Jack’s cardiac problems would not affect his fitness to fly.
After almost two weeks in hospital, Jack was successfully repatriated to hospital in Australia, where he continued his treatment. Jack’s wife was extremely relieved to have the support and compassion of our nurses for the long flight home.
“To the wonderful people of Allianz Global Assistance,
My mother and I would like to thank you all very much for your efforts to get my father, Jack, home to Perth. In a difficult and stressful situation, your professionalism and kindness towards my mother and mother-in-law just made it that much easier for them to handle. The nurses who came home with Dad and Mum were just wonderful. My mother was so thankful for them both in the care that they took of my Dad. Once again, we thank you for all that you have done for our family.
Adrienne Steven (daughter of Jack & Elizabeth Derwort)”
You’re in good hands with Allianz Global Assistance.
Our commitment to professionalism means that we consistently deliver high standards of service to our customers. In this case, our Registered Nurses responded in a professional manner by seeking further information from his treating doctor, and ensuring his condition was stable enough for the return flight 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 Allianz Global 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.
Allianz Global 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.
Get comprehensive Travel Insurance for your next holiday with Webjet today.
Climb every mountain
October 2008
Overseas travel can be an exhilarating experience. But who would you reach out to for help, if you were critically injured?
A freak accident brought a customer’s holiday to an abrupt end. While sightseeing at the top of a mountain, they slipped, falling down the cliff.
The customer’s travelling companion immediately called Allianz Global Assistance, the emergency assistance provider for the customer’s travel insurance policy and advised that the customer had been admitted to the local hospital. Medical Assistance Team Leader/Registered Nurse, Katy Youngman then contacted our local medical agent, to assist with obtaining and translating medical reports and updates.
The customer had sustained extensive injuries, requiring immediate surgery. Further medical treatment was also required after the surgery. Following a review of the hospital facilities, Katy determined that they did not have the appropriate medical requirements, so our Chief Medical Officer arranged for an Air Ambulance evacuation to a major city, where the customer would obtain the necessary treatment.
As an entitlement in the customer’s travel insurance policy. Katy arranged for a member of their family to travel to be with them. She also contacted the Department of Foreign Affairs & trade, to provide information about the customer’s circumstances.
Upon arrival at the new hospital, our Medical Assistance team continually liaised with medical staff to determine when and how to repatriate the customer to Australia. We also updated all parties concerned with the customer’s welfare with medical reports and repatriation plans.
Once the customer was deemed fit to fly, two of our repatriation nurses accompanied them on a flight back to Australia, where they were admitted to hospital for further recovery.
The customer saved around $120,000.
Receiving appropriate medical treatment helped in stabilising the customer’s critical condition while their travel insurance policy saved them approximately $120,000 in medical expenses.
You’re in good hands with Allianz Global 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 connections with local medical agents and Air Ambulance suppliers, allowed us to arrange an evacuation, so our customer could receive the required 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 Allianz Global 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.
Allianz Global 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.
Cover your next holiday with comprehensive Travel Insurance from Webjet today.
When Travelling…
September 2008
…you probably don’t expect to end up in hospital with pneumonia. But that’s just what happened to one young traveller, while on a recent Tour throughout Europe. How would you cope with a situation like this?
A young traveller was on the trip of a lifetime, when they became ill with pneumonia. A customer’s family member contacted Allianz Global Assistance, the emergency medical assistance provider of their travel insurance policy, to advise the customer had been admitted to hospital in a large European city.
Due to language barriers, Claire Jasudasen, a Medical Assistance Case Manager, contacted our medical assistant agent in the European city where the customer was ill to assist with translating medical reports and obtaining updates on the customer’s condition. Our medical staff also liaised with the customer’s family, regarding their medical treatment and progress.
The customer recovered well and decided to continue with the Tour. Upon being released from hospital and approval of their claim, Medical Assistance Case Manager Michael Stein arranged a flight, so the customer could continue their tour.
You’re in good hands with Allianz Global 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 Medical Assistance team members remained in contact with the customer and their family, keeping them informed every step of the way, and providing regular updates on the customer’s condition.
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 Allianz Global 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.
Alliance Global 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.
Get comprehensive Travel Insurance for your next holiday with Webjet today.
Quick thinking saves young woman’s life.
July 2008
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 Allianz Global 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 Allianz Global Assistance Singapore office to assist in obtaining the medical reports and 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, and ask if we needed further assistance – and then she organised for the hospital account to be settled directly through Allianz Global 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
You’re in good hands with Allianz Global 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 Allianz Global 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.
Allianz Global 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.
Get comprehensive Travel Insurance for your next international holiday with Webjet today.
Stomach bug throws Asian holiday into turmoil.
June 2008
We all know someone who’s suffered a stomach bug while travelling overseas. But what would you do if it became so severe that you ruptured your esophagus? Where would you turn for help?
A traveller making their way through Asia, experienced severe vomiting and was admitted to hospital with a ruptured esophagus. Once Allianz Global Assistance became aware of their condition, Medical Assistance Case Manager, Michael Stein immediately contacted Allianz Global Assistance in the relevant country, to obtain a medical update and assistance with the translation of medical records. During the customer’s hospital stay, Michelle Collins, our Medical Assistance Team Leader provided his family with daily medical updates.
As the customer’s recovery was expected to take weeks, the hospital’s Treating Medical officer deemed them fit to fly back to Australia with a Registered Nurse, to receive further medical treatment. However, once our Medical Assistance Registered Nurse/Case Manager, Melinda Nebeauer, arrived where the customer was hospitalised and assessed them, she expressed some reservations. After further discussion and review with the Mondial Assistance Chief Medical Officer, it was decided that a doctor would also accompany them back to Australia.
With the flight due to leave in 14 hours, Medical Assistance Case Manager, Con Whitehouse, contacted the Asian offices of Allianz Global Assistance to try to find a repatriation doctor who could assist at such short notice. Con worked into the early hours of the morning, and as a result of his efforts, a doctor was located in time to supervise the flight home. They all arrived safely in Australia, and the customer was admitted to hospital to continue their recovery.
You’re in good hands with Allianz Global Assistance.
Our commitment to professionalism means that we consistently deliver high standards of service to our customers. In this case, our Medical Assistance team members were able to obtain the necessary resources to ensure the customer received the best of care.
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 Allianz Global 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.
Allianz Global 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.
Get peace of mind on your next holiday with comprehensive Travel Insurance from Webjet today.
Mother-daughter European dream holiday turns to nightmare.
May 2008
One 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 were sightseeing in Europe, when the mother slipped and fractured her leg. So her daughter called Allianz Global 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 in translating 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 or 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 our 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 team was planning to repatriate the customer back to Australia when our Registered Nurse, Sophia was also admitted to hospital with a stomach bug.
At first, the customer was frantic, as she was desperate to get home and thought 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 plane home within 48 hours.
True to our word, Sophia recovered and was on the flight 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 travel insurance policy, the customer saved approximately $21,000 in medical expenses.
You’re in good hands with Allianz Global 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 move 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 Allianz Global 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.
Allianz 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.
Get comprehensive Travel Insurance for your European holiday with Webjet today.
Unlucky break brings holiday in the Middle East to an end.
April 2008
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 hospitalization. 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, Allianz Global 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 Allianz Global 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 Allianz Global Assistance Medical 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 Allianz Global 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 organizing 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.
You’re in good hands with Allianz Global Assistance.
Our ability to provide Overseas Emergency Medical Assistance and easy access to resources through the Alliance Global Assistance global community, means we are truly connected to the people we’re assisting in a caring way. In this case, we utilized 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 Allianz Global 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.
Allianz Global 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.
Get comprehensive Travel Insurance for your next holiday with Webjet today.
Brothers make lucky escape from motorcycle accident in Thailand.
March 2008
Driving in Thailand can be a dangerous experience, especially when you’re on a motorcycle, as two Australian brothers recently discovered.
Two brothers were holidaying in Thailand, when they were both involved in an unfortunate motorcycle accident. One of the brothers sustained serious injuries to his spleen and leg, while the other escaped with only minor cuts and scratches.
Luckily, both men were wearing helmets, which prevented them from having any serious head injuries. The brother who was seriously injured was immediately admitted to the Intensive Care Unit for surgery on his spleen and leg.
The man who wasn’t seriously injured was able to contact Alliance Global Assistance, and advise our Medical Assistance team of his brother’s condition. Shortly after, he was able to fly back home to Australia.
During this case, Alliance Global Assistance Australia relied on our Medical Assistance team in Thailand to assist with the translation of medical and police reports. Once the seriously injured brother was deemed fit to fly, our Medical Assistance team rearranged his flights. Because he required assistance, they also organised a nurse to accompany him during his repatriation back to Australia and admission to hospital, once he was safely back home.
You’re in good hands with Alliance Global Assistance.
Our ability to provide Overseas Emergency Medical Assistance and easy access to resources through the Allianz Global Assistance global community, means we are truly connected to the people we’re assisting in a caring way. In this case our Medical Assistance team in Australia was able to work with our team in Thailand to ensure the best care for the customer.
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 Allianz Global Assistance apart.
Our Medial 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.
Allianz Global 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.
Webjet provides you with comprehensive Travel Insurance for your holiday plans!
Serious medical situation ends Hawaiian holiday.
February 2008
Many elderly people love to travel during their retirement years. However, it’s often in these later years that unexpected medical problems arise. So it’s not surprising that older travellers sometimes encounter health issues, while overseas.
An elderly couple were travelling in Hawaii, when the husband suddenly suffered a stroke. Family members in Australia contacted Allianz Global 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 back to look after her, while her husband was in hospital.
As the customer was paralysed down one side of her 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.
You’re in good hands with Allianz Global 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 medical team was able to provide valuable emotional support to family members, keeping them calm and informed every step of the way.
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 Alliance Global Assistance apart.
Our Medical Assistance is the key to your safety, 24 hours a day, 7 days a weeks, 365 days a year – we’re here to help our customers.
Alliance Global 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.
Webjet provides easy to book, online Travel Insurance for your next holiday.
Webjet Marketing Pty Ltd ABN 84 063 430 848 AR Number 301380 is an authorised representative of AGA Assistance Australia Pty Ltd ABN 52 097 227 177 AFS Licence No. 245631 trading as Alliance Global Assistance. Travel Insurance is arranged and managed by Allianz Global Assistance and is issued and underwritten by Allianz Australia Limited ABN 15 000 122 850 AFS Licence No. 234708. This is general information only and does not consider your personal circumstances. You should consider the Product Disclosure Statement available from Alliance Global Assistance before making any decisions about this product.