Around 2.6m Australians currently without health insurance coverage are interested in obtaining it, according to financial services research firm Investment Trends.
In its “2024 Consumer Insurance Needs Report” released earlier this month, Investment Trends says that this ready market, predominantly aged 18-34 with an average income of A$78,000 ($52,000) represents a significant opportunity for insurers to expand their customer base. This group is found to have clear information needs when selecting their insurer with policy pros and cons (49%), discounts (48%), and the impact of government policies (41%) being the top consideration drivers.
“2.6m Australians interested in obtaining private health cover, in addition to the 10.3m that already do so, is a substantial opportunity,” said Ms Irene Guiamatsia, head of research at Investment Trends. “Providers that can comprehensively address these information needs are well positioned to seize it.”
The report also highlights that, in the whole, consumers find the process of applying for health insurance to be reasonably streamlined. Tracking the application status (51% ease) and filling out application forms (44% ease) are relatively straightforward, however the provision of supporting documentation (only 5% ease) appears to be a significant pain point.
Claims
Health insurance makes up the largest volume of claims (84%) made by consumers last year. The majority of these claims are made through their insurer’s online portal (56%) or on premises at the medical facility or clinic providing treatment (34%). Claims made through the online chat service (only 3%) have the quickest outcomes, but the channel is severely underutilised, highlighting an opportunity to better promote.
“The experience of health insurance policyholders illustrates a strong correlation between speed of claims processing and client satisfaction. While health insurance users are more satisfied in all areas compared to GI or Life insurance users, they still want more – improved information sharing, more digital interaction, additional benefits, and a broader care provider network. Prioritising these enhancements is crucial to retaining existing clients and securing the next wave of health insurance policy holders,” said Ms Guiamatsia.
The report is based on a quantitative online survey of Australian consumers conducted by Investment Trends from December 2023 to January 2024. The total number of responses after data cleaning and validation is 5,385.