Customer Reviews and Case Studies
What our customers say about us
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Our 24 Hour Emergency Medical Assistance
Repatriation by air taxi from Italy- November 2012
"I just wanted to thank you for the tremendous job you have done in getting my father home. He is now in hospital near his home. It was amazing watching the logistics of it all coming together, and I can't thank you enough."
Mr Sparling, 91, was admitted to hospital in Italy after suffering a seizure whilst on holiday in Italy with his daughter and son in law. Things become complicated when local doctors insisted Mr Sparling was well enough to be discharged, but his daughter disagreed, believing that her father was too frail and immobile to leave hospital.
Conflicting information and the language barrier were causing Mr Sparling and his daughter considerable stress.
Our Emergency Medical Assistance team liaised with the local doctors and managed to keep Mr Sparling in hospital until they were able to arrange his repatriation back to the UK by air taxi with direct readmission into a UK hospital.
The hospital itself had felt that repatriation on a commercial flight would have been adequate, but in view of the conflicting information they were receiving our team decided that an air taxi direct to a UK hospital would be more appropriate.
Due to the uncertainty and the pressure being put on Mr Sparling to vacate the bed by the treating hospital, our team also prepared to have him admitted to a private hospital in case he was discharged before repatriation could be arranged. Fortunately this was not required.
Once Mr Sparling's repatriation was organised our team also organised a return flight for his daughter.
"I just wanted to thank you for the tremendous job you have done in getting my father home. He is now in hospital near his home. It was amazing watching the logistics of it all coming together, and I canÂ´t thank you enough."
Becoming unwell whilst driving in France - September 2012
"A week ago I was driven home from France after an overnight stay in the A&E Unit of Macon Hospital in France. I would like to thank you - and particularly Ludmila, Sandra and Martine who were my telephone contacts at different times - for your sympathetic and efficient response to my difficulties. The service you provided was everything I could have hoped for".
Mr Panter was driving from England to Italy with his daughter; he became unwell whilst in France and felt unable to continue or make the return drive to the UK. We were able to assist by arranging for a check-up at a local hospital and ensuring Mr Panter obtained the medical reports needed in order for his car insurance to arrange for a driver to get them home.
Mr Panter contacted our 24 hour Emergency Assistance team who encouraged him to visit a local hospital to get checked out before travelling home. Local doctors found that he was indeed too unwell to drive the car back to the UK and therefore would need a chauffeur to drive him and the car back to the UK.
Our team were able to discuss Mr Panter's concerns, offering reassurance and support. We provided contact details for the nearest hospital and involved our local agent and medical team to obtain all the necessary medical reports.
We also ensured that our own medical team was happy with this means of repatriation and stayed in contact with Mr Panter until we were assured that he had made it home safely.
"A week ago I was driven home from France after an overnight stay in the A&E Unit of Macon Hospital in France. I would like to thank you - and particularly Ludmila, Sandra and Martine who were my telephone contacts at different times - for your sympathetic and efficient response to my difficulties. The service you provided was everything I could have hoped for."
"I would recommend you anytime, what a great help you all were in getting my nephew back from Australia when his daughter fell critically ill. She is still critical after a week, but the hope is she will pull through, I will definitely buy my holiday insurance through you when we go to Australia in May 2012, nothing was too much trouble. I wish everyone of you a very happy new year."
"I just wanted to express my thanks to the company. We have just returned from a much needed family holiday in America. Unfortunately while we were there our son, who suffers with Epilepsy, had a very bad seizure.
We had to call the emergency services and were taken to a hospital, tests were done and everything seemed ok. He woke later and seemed fine. As we arrived at the hospital my husband had to call your company for the correct insurance number, it was all so prompt and easy.
This was brilliant to have at very stressful time. We were very reassured. I don't know who he spoke to, but I have been telling everyone what a good insurance company. So thank you."
Our Travel Insurance Products and Customer Service
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