AIG Life’s Smart Health service sees rapid uptake among protection insurance plan holders, with over 100,000 uses since launch, a third of which occurred in 2023.
Families use the service to avoid long queues at GP offices and to get immediate care for their wellbeing, particularly for their children.
Around 67 per cent of all Smart Health usage consists of remote GP appointments, providing convenient weekend and after-hours choices. Additionally, 41 per cent of patients who use GP appointments get prescription drugs, sick notes, or referrals to specialists, which relieves demand on the NHS.
The majority of people, around 55 per cent who used the virtual GP service were also able to stay at home, instead of needing to see their GP. Furthermore, around 19 per cent of remote doctor visits occurred on the weekends when most doctors’ offices were closed and patients had no other choice but to visit urgent care facilities like A&E.
Additionally, 53 per cent of users report that Smart Health makes it easier for them to return to work.
Young people made up 16 per cent of all Smart Health GP appointments in 2023, with 9 per cent of those patients being five years old or younger. Furthermore, 11 per cent of the services used by young people included mental health counselling and second opinions from medical professionals.
Around 13 per cent of children utilised the Expert Medical Opinion (EMO) service, resulting in significant impacts: 23 per cent experienced altered diagnoses, and 31 per cent had altered treatments. The EMO service aids individuals with critical illness claims, offering support for up to three years post-claim.
AIG Life senior propositions manager Alison Esson says: “When a person is affected by ill-health, in reality it impacts their whole life balance, including their family and their job, so it makes sense that they’re increasingly turning to on-demand services like Smart Health. That Smart Health is being used by the whole family, and how it’s used, shows families want to move quickly to get health matters under control and to restore family equilibrium. They value the convenience.
“I implore the industry to share what we’ve learned from Smart Health’s impact so far to remind customers and employee scheme members of the whole family healthcare they have. Knowing you can access on-demand support – whether it’s a GP appointment, mental health counselling or even a second medical opinion – gives families a sense of control, gets them next stage healthcare support or helps them understand the situation they’re in. Removing worries and restoring peace of mind, just as protection insurance is designed to do.”
