Withdrawal of telehealth services by insurers will lead to increased churn

Group 1 - The majority of individuals using remote GP services through their insurer are satisfied, with 91.6% expressing satisfaction and 43.3% feeling extremely satisfied [2] - The Covid-19 pandemic accelerated the adoption of remote GP services, making telehealth a core feature in private medical and travel insurance policies [3] - Policyholders now consider 24/7 telehealth services as a baseline expectation, and the absence of this feature could negatively impact a provider's Net Promoter Score and increase customer switching rates [5] Group 2 - Virgin Money has removed its telehealth benefit from packaged travel insurance, affecting thousands of UK account holders, which may lead to customer reassessment of the value of the bank's premium account [4] - The withdrawal of telehealth services by insurers is likely to result in increased customer churn [6]