Withdrawal of telehealth services by insurers will lead to increased churn

The immense bulk of individuals utilizing distant GP services done their insurer are satisfied with the work received, arsenic per a GlobalData survey. These services person go a commodity successful some question and backstage aesculapian security policies and tin beryllium a differentiating origin among competitors who retreat this benefit.

According to GlobalData’s 2025 UK Insurance Consumer Survey, 37.3% of backstage aesculapian security policyholders person antecedently utilized the distant / video GP consultation diagnostic offered by their insurer. Overall, 91.6% of specified individuals
were satisfied with the work received, portion 43.3% of respondents felt
extremely satisfied.

The Covid-19 pandemic acted arsenic a catalyst for the wide adoption of distant GP services successful backstage aesculapian and question insurance, erstwhile they were wide integrated into policies arsenic a modular feature. At this point, determination was a cardinal shift, with telehealth becoming a halfway relation of specified policies alternatively than a ‘nice to have’ perk.

Virgin Money has taken a risky move, dropping its telehealth payment from packaged question insurance. Reportedly, the alteration affects thousands of the bank’s UK relationship holders—those with the Club M existent account—who usage the argumentation for either leisure oregon concern travel. As a result, Club M existent relationship holders are expected to reassess screen arsenic good arsenic the wide worth offered by the bank’s premium account, which could pb to immoderate customers switching accounts oregon moving banks altogether.

Policyholders present dainty 24/7 telehealth services arsenic a baseline expectation, and not offering this diagnostic could trim a provider’s Net Promoter Score arsenic good arsenic pb to accrued switching rates. It besides offers a ‘safety net’ for policyholders—if a traveller encounters a aesculapian concern, they tin talk astatine immoderate clip with a aesculapian nonrecreational successful their ain language, without having to usage section hospitals and perchance hold agelong queuing times for treatment.

"Withdrawal of telehealth services by insurers volition pb to accrued churn" was primitively created and published by Life Insurance International, a GlobalData owned brand.

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