"Our customers are claiming everyday healthcare services more than any other form of treatment, presenting an opportunity to deliver more immediate value."
- Keith Klintworth, Managing Director of VitalityHealth
This year’s ‘Health Claims’ Report highlighted a shift in the way customers use, or expect to use, their protection policy, resulting in a 45% increase in claims since 2019. Notably, 42% of customers now want Health Insurance that supports them to be healthier & live longer, while 60% wanted a policy that makes it quick & easy to access healthcare.
Vitality found that although customers may have purchased policies to cover the costs of private hospital treatment in the past, the emergence of primary everyday healthcare services such as virtual GPs, mental health support & physiotherapy have revolutionised the way customers use their policies.
Vitality confirmed that everyday healthcare claims have quadrupled since 2019, equating to 64% of Health Insurance claims paid by the provider last year. There was also a sixfold increase in virtual GP consultations – 95% of which were delivered within 48 hours.
The provider found that highly active customers live 4.8 years longer, which could be due to rising numbers utilising physiotherapy and talking therapy support. Vitality has experienced a 179% increase in attendance to talking therapies since 2019, while physiotherapy claims increased by a third (35%) during the same period.
“The healthcare landscape has transformed over the past five years. Gone are the days when it was enough for Health Insurance to merely cover the cost of hospital treatment. Today, customers look for a far broader range of services, from support for leading a healthy lifestyle to seamless pathways into care when they need it,” explained Keith Klintworth, Managing Director of VitalityHealth.
“Our customers are claiming for everyday healthcare services more than any other form of treatment, presenting an opportunity to deliver more immediate value, and intervene earlier to improve their long-term health,” he concluded.
