It pays to appeal decisions made from travel insurance companies and not just accept their initial decisions.
After I fell and fractured my foot in Ubud we claimed for BIMC Hospital expenses, including wheelchair hire and purchasing crutches (that I never ever mastered) Phone calls to Mondial, Transport, Porters (who were great) as without them it would have been difficult.
Whilst still in Bali Mondial verbally rejected to upgrade my husband to assist me on the return flight home, despite him being my carer for 10 days. However, they reviewed that decision shortly after and agreed to pay us back the $US530 it cost us.
Mondial also rejected the $130 phone calls, Transport to the hospital and Porter charges.
I excepted the Transport and Porter decision but appealed the phone calls. The first 24 hour Emergency 800 number didn't work so after trying that a few times we were forced to use the second number listed which was a 24 hour Emergency Reverse Charge number... only it wasn't reverse charged at all as the hotel charged us for them.
This morning I received a phone call from Mondial to say they will now be paying for the phone calls :-)
We did take my work (pre paid Nokia) mobile phone with us but unfortunately, we couldn't get it unlocked so we had to use the hotel phone to call Australia.
Cheers Geri