01 Mar 2017

Girl on Holiday, Interrupted


A fateful trek up the Himalayas proved almost fatal for our customer Ms Sanny Chen. She recounts how MSIG's 24-hour Travel Emergency Hotline helped save her life.

"In early December 2016, I was in Nepal trekking up the Himalayas with a friend. We had hired a porter to help carry our bags and the trek got off without a hitch. However, 10 days into the trek, I started to experience shortness of breath, difficulty walking uphill and an increasingly rapid heartbeat. Tried as I might, there was no way I could continue with the trek.

I asked our porter to call MSIG's Travel Emergency Hotline. Actually, he had to call our travel agent in Kathmandu, who then called MSIG's hotline. Mind you this was a Saturday, so I was not expecting help to come for hours. Coupled with the onset of winter in December, getting help would be even trickier.

When we got through the hotline, Farhan, an MSIG staff, was clear and careful in his instructions to the porter. Even though it was a complicated process, he was patient throughout the phone call when he asked to verify my personal details.

Incredibly, 90 minutes after that call a helicopter emerged to evacuate me to safety. I was then transferred to a hospital in Kathmandu where I was placed in the ICU ward for two nights. Later on I found out that my lungs were filled with fluid and I was showing symptoms of severe High Altitude Pulmonary Edema (HAPE). In fact, any more time spent up in the mountains meant I could have died.

Farhan called me again when I was in hospital to check on my condition. It was a thoughtful gesture and showed that MSIG really cares about the people who buy their policy. He informed me that my hospital claims had been settled too, putting my mind at ease as I recovered. For me, MSIG has fulfilled its promise of being there when I needed it most.

I'd definitely recommend MSIG TravelEasy to my family and friends. As I have many friends who do adventurous sports, this would be a good policy for them to have to get coverage during their travels."