Vitality has published its 2025 Health Claims and Insights Report, revealing how technology and everyday care services are transforming how consumers access and use health insurance.
The report highlighted a growing shift towards digital and on-demand healthcare, with 71% of all authorisations now starting online.
Everyday care services – including GP access, consultations and routine treatments – accounted for 70% of all VitalityHealth claims, while 64% of Vitality GP consultations resulted in an onward referral or additional service.
Vitality also pointed to rising adoption of new technologies and treatments, particularly in cancer care.
Between 2019 and 2024, claims for biological and hormone chemotherapies each rose by 30%, reflecting rapid advances in personalised medicine and oncology.
While these therapies can improve outcomes, they also increase costs – underscoring the need for prevention and early intervention.
According to the report, members who were highly active recorded 27% lower healthcare costs, while those maintaining a healthy weight had a 35% lower risk of hospitalisation.
Arun Thiyagarajan, CEO of VitalityHealth, said: “The insights within this report underscore a pivotal shift in how consumers engage with and use health insurance.
“The surge in Everyday Care usage, and the widespread adoption of digital access and technology are signals of a fundamental transformation in customer expectations and the regular ongoing value and access to care and treatment members are now getting.
“With more of us turning to health insurance for accessible, preventative services or early, quick access to access, there is significant opportunity for the industry to embrace this and better serve customers now, and in their time of need.
“By being proactive with health and treating people earlier in any health journey, we can deliver regular and ongoing value, enable healthier choices, and help people to live in better health for longer.”
