A 3-year-old boy develops a serious ear infection in Bali. This, the day before he and his family are due to fly home to Australia.
To keep the McLeary family together while they extended their stay in Bali for 2 nights. Our goal was to give 3-year-old Sam enough time to recover from his ear infection before flying home.
Who did we help?
Suzy and Iain, their son Sam, and 2 year-old daughter Hannah.
What was their situation?
The McLeary family was enjoying the end of their 2-week holiday to Bali. Avid swimmer Sam was swimming every chance he had - whether it was in their hotel's generous pool or at the beach. During one swim at the beach, Sam got some sand in his ear and the following day he started to complain that it was sore. By the afternoon Sam couldn't bear anyone touching his ear, and Suzy and Iain knew they had to get him to the doctor.
Suzy called our medical assistance team to ask where they should go to see a doctor and what they needed to do to make a claim on their policy. Suzy rushed Sam to the medical centre we recommended, where a doctor prescribed antibiotics. The doctor also and advised that it wouldn't be safe for Sam to fly for 3 days - 2 days later than the McLeary family's scheduled departure. According to their policy, one parent was covered to stay the extra nights in Bali while Sam recovered.
How did we help?
As the McLearys live in country Victoria, when they did arrive back in Australia, they had to make a long drive home late at night from Melbourne Airport. So one parent flying home with Hannah while the other parent stayed in Bali with Sam wasn't feasible.
We told Suzy that we'd make arrangements for the family to stay on in Bali together. So our team set about booking new flights and 2 nights' accommodation at the same standard as the McLearys' current hotel. As their flight home departed at 10pm on the third day, we booked the accommodation for 3 nights rather than 2, so that the McLearys could stay in their room up until they left for the airport.
What happened next?
The McLeary family flew back to Australia together and arrived home safely.
What was the outcome?
Sam recovered quickly and the McLearys were able to focus on his recovery while we took care of the arrangements to keep them in Bali for the extra days they needed.
"Every phone call with their medical assistance team started with 'How's Sam?'. Their priority was our family and we were overwhelmed by the support and service that was provided by Australia Post. The big thing for us was that we went to bed that night at ease. Australia Post's assistance team said they would take care of everything and they did. We thought the policy was excellent value for money and it gave us everything we needed when travelling with small children."