How Telehealth is Changing the Way We Use Health Insurance

Imagine being able to consult with your doctor from the comfort of your home, avoiding travel and waiting rooms. This has become a reality for millions worldwide as telehealth transforms healthcare delivery. Initially a niche service, telehealth became indispensable during the pandemic, reshaping how we think about medical care and health insurance. The accessibility and convenience of telehealth have the potential to reshape our experience of medical care, offering solutions to some of the most pressing issues in healthcare delivery.

In this article, we delve deeper into the transformative power of telehealth, its impact on the utilisation of health insurance, and the potential hurdles we must overcome to reap its benefits fully.

The rise of telehealth

In the past, telehealth was primarily used to provide care to patients in remote areas who did not have access to a local doctor or hospital. However, it wasn't until the pandemic that telehealth truly took off.

Driven by the pandemic, telehealth usage in Asia-Pacific skyrocketed from 2020 onwards. Health insurers reported a staggering 52% increase in virtual consultations compared to the pre-pandemic period, a dramatic shift from the mere 4% of visits conducted remotely before it. It became essential to limit in-person visits and reduce the risk of exposure to the virus. And even as the pandemic is behind us, telehealth is still going strong.

The rise of telehealth can also be attributed to these key factors that have converged to create a favorable environment for its widespread adoption:

• Technological advancements: With more people staying connected through their devices, there’s a greater demand for convenient, accessible healthcare solutions. This trend is driven by the desire for faster, easier healthcare experiences, fitting into busy schedules and allowing patients to access care from anywhere.

• Rising healthcare costs: Rising healthcare costs, driven by medical inflation, have made in-person visits more expensive. Telehealth offers a more affordable alternative by reducing costs like overhead expenses associated with physical clinics or hospitals.

• Changing patient expectations: People increasingly seek convenient, accessible, and patient-centric healthcare experiences. For example, an employee doesn't have to file a leave request to travel to a clinic for a simple follow-up appointment, routine check-up, or non-emergency consultation.

• Evolving healthcare policies: Governments and healthcare organisations have recognised the potential of telehealth to improve healthcare delivery and have responded by enacting policies that support its adoption.

For instance, Thailand has developed its eHealth Strategy 2017–2026 to effectively utilise digital technologies in healthcare to ensure trust and protection for the health industry and consumers.

Singapore's Healthcare Services Act (HCSA), implemented in 2022, replaced the Private Hospitals and Medical Clinic Act (PHMCA) of 1980. Telehealth providers were required to obtain licenses, ensuring compliance with safe practice guidelines and boosting patient confidence in accessing the technology.

Several economies have also implemented measures to expand insurance coverage and reimbursement for telehealth services.

How telehealth is changing healthcare delivery

By leveraging the power of technology, telehealth is transforming healthcare delivery, expanding its reach, and placing patients at the centre of care.

1. Provides remote consultations: Telehealth allows patients to conveniently receive medical advice, diagnosis, and treatment recommendations from their homes. Even patients in remote areas with limited access to specialists can consult experts from renowned hospitals, improving the quality of care and eliminating the need for extensive travel.

2. Remote patient monitoring: Telehealth enables the remote monitoring of patient's health conditions and vital signs. Wearable devices, mobile apps, and other connected technologies can transmit data to healthcare providers for real-time monitoring and proactive intervention. This allows for earlier detection of potential health issues and enables personalised, data-driven care plans.

3. Supports expatriates living abroad: Through telehealth, expatriates can tap into a broader network of healthcare providers and specialists, overcoming geographical and language barriers. They can access familiar medical expertise, receive guidance on their health concerns, and benefit from the peace of mind that comes with receiving care from trusted sources.

The impact of telehealth on health insurance usage

This significant shift towards telehealth has had far-reaching implications for both patients and insurers, reshaping the dynamics of how healthcare services are utilised and covered by insurance plans.

For patients

• Convenient and cost-effective care: Telehealth enables patients to use their health insurance for routine consultations and minor health concerns. This reduces out-of-pocket expenses and maximises the value of their health insurance coverage.

• Improved health outcomes: In Asia, where some private healthcare systems may lack regulation or doctors tend to overprescribe treatments, patients can leverage telehealth to potentially avoid unnecessary procedures or medications. They can get an unbiased medical opinion, confirm diagnoses, and discuss their current treatment plans. 

For insurers

• Cost control and management: Since telehealth is generally less expensive than in-person appointments, it helps insurers manage healthcare expenditures and control premium increases.

• Competitive advantage and member satisfaction: Covering telehealth or offering telehealth services has become a prerequisite for many insurance providers to remain competitive in the market. It enhances member satisfaction as it aligns with the growing demand for convenient and accessible healthcare services.

Telehealth in our health insurance plans

As part of our commitment to the well-being of our members, we offer comprehensive and unlimited telehealth services that are accessible to them free of charge.

Physician Callback

With our physician callback service, you can easily reach out to licensed medical practitioners whenever you have general health questions or feel unwell. After submitting a request on our mobile app Easy Claim, a doctor will call you back within three hours to provide the assistance you need.

Second Medical Opinion

Our Second Medical Opinion service empowers our members [HM1] to make informed medical decisions for serious illnesses or injuries.

As part of our partnership with Teladoc Health, our members can tap into a global network of over 50,000 medical experts with diverse specialities, from oncology to neurology, rheumatology, cardiology, and more. When they reach out for medical advice, Teladoc will carefully match them with the most qualified expert(s) based on their specific needs and concerns.

Stress management counselling

Stress Management Counselling is available through our Employee Assistance Program. With this service, our members will be able to get in touch with a licensed psychologist to discuss their concerns and receive personalised counselling that is tailored to their unique needs.

Teladoc’s team of psychologists and counsellors are equipped to provide expert guidance and support in cases of work stress, anxiety, depression, burnout, and more.