AIG Life has revealed a surge in usage of its free virtual healthcare service, Smart Health, with the service being used more than 100,000 times since its launch in August 2019.
A third of this usage was in 2023 alone. The service offers day-to-day immediate wellbeing help to families in need.
In more detail, AIG said its data suggests whole families are using it as an essential tool to manage their immediate preventative health and wellbeing needs from their homes.
The survey of more than 4,000 Smart Health users was conducted by Teladoc Health UK, from 27 August 2019 to 14 February 2024.
One in eight Smart Health users (12.5%) who have made good use of its services did so to benefit children and young people under 18.
People have consistently turned to it to supplement their health and wellbeing needs too, AIC said, as two in five people (40%) used it three or more times in 2023.
Virtual GP appointments, taking place by phone or video call, were the most popular service and made up two-thirds (67%) of Smart Health’s use in 2023.
Almost one in five (19%) of these took place at the weekend – meaning families didn’t immediately need to turn to NHS urgent care centres.
Nearly half (43%) of GP call requests in December were also outside typical working hours (9am to 5pm) too , indicating it’s helpful to shift workers, individuals who don’t want to disrupt their working day or people who may be struggling to get a local GP practice appointment.
In December, 41% of people attending a Smart Health GP appointment also got either a prescription, a sick note or a referral to a medical specialist.
The survey found the majority of people (55%) who used the virtual GP service were also able to stay at home, instead of needing to see their GP, therefore reducing pressure on the NHS.
Knowing quickly what action they should take next was one of the immediate benefits for people’s health outcomes, according to the survey.
Where individuals needed further assistance 14% said they used their Smart Health GP appointment to get a referral with a specialist. A total of 7% then visited A&E, and 24% said they then booked an appointment with their own GP.
The same survey found if patients hadn’t turned to the UK-registered GPs available through Smart Health, almost one in five (19%) would have waited until symptoms got worse before they asked for help.
The service also helped people return to work sooner too, as more than half (53%) said their remote appointment meant they didn’t have to take time off work.
And 32% who were absent from work said they were able to get through their illness swifter following a phone or video consultation with a Smart Health GP.
One in six (16%) of all Smart Health GP appointments in 2023 were used for young people, thanks to the insurance their parent or adult had.
Nearly one in 10 (9%) of the children getting immediate help through a Smart Health GP were aged five or less.
Alison Esson, senior propositions manager at AIG Life, said: “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.”
