2024亞太醫(yī)療健康消費洞察

Asia-PacificFrontLineofHealthcare2024

Consumerengagementandtechnologyarereshapinghealthcare.

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Authorsandacknowledgments

VikramKapurisaseniorpartnerinBain&Company’sSingaporeofficeandheadofthefirm’sAPACHealthcare&LifeSciencespractice.

AlexBoultonisapartnerinBain&Company’sSingaporeofficeandaleaderinthefirm’sSoutheastAsiaHealthcare&LifeSciencespractice.

DamienAngusisapartnerinBain&Company’sMelbourneofficeandaleaderinthefirm’sAustra-lia/NewZealandHealthcarepractice.

DhruvSukhraniisapartnerinBain&Company’sMumbaiofficeandaleaderinthefirm’sIndiaHealthcare&LifeSciencespractice.

We’dliketothankHalodocforsharingtheirvaluabledataandinsightsandfortheirsupportinthedevelopmentofthisreport.WewouldalsoliketothanktheBain&Companyteamthathasworkedtirelesslytodevelopthisreport:MikiYu,DikshaSingh,DeekshaYadav,MayankPuri,SudhanshuSharma,ApurvaKohli,ShreyaGhosh,TuhinDutta,andSakshiVohra.

HalodocisapioneerofIndonesia’sdigitalhealthecosystem,offeringarangeofservices,fromtele-medicineandhealthproductsdelivery,homecareservices,tocashlessoutpatientservicesthroughpartnershipwithinsuranceproviders.Thecompanyisalsocommittedtopromotingwellnessby

offeringcomprehensivehealthsolutions,frompreventivetocurativeapproachesinasingleapplication.

Thisworkisbasedonsecondarymarketresearch,analysisoffinancialinformationavailableorprovidedtoBain&Companyandarangeof

interviewswithindustryparticipants.Bain&CompanyhasnotindependentlyverifiedanysuchinformationprovidedoravailabletoBainand

makesnorepresentationorwarranty,expressorimplied,thatsuchinformationisaccurateorcomplete.Projectedmarketandfinancialinformation,analysesandconclusionscontainedhereinarebasedontheinformationdescribedaboveandonBain&Company’sjudgment,andshouldnotbeconstruedasdefinitiveforecastsorguaranteesoffutureperformanceorresults.Theinformationandanalysishereindoesnotconstituteadviceofanykind,isnotintendedtobeusedforinvestmentpurposes,andneitherBain&Companynoranyofitssubsidiariesortheirrespectiveofficers,directors,shareholders,employeesoragentsacceptanyresponsibilityorliabilitywithrespecttotheuseoforrelianceonanyinformationor

analysiscontainedinthisdocument.ThisworkiscopyrightBain&Companyandmaynotbepublished,transmitted,broadcast,copied,reproducedorreprintedinwholeorinpartwithouttheexplicitwrittenpermissionofBain&Company.

Copyright?2024Bain&Company,Inc.Allrightsreserved.

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Asia-PacificFrontLineofHealthcare2024

AtaGlance

Asia-Pacificwillbethefastest-growingregioninhealthcarespending,accountingformorethan20%ofglobalspendingby2030.Accesstocare,cost,andqualityremaincriticalchallengesforhealthcaresystems.

Consumerstakegreaterownershipoftheirhealthandarereadytospendmore.Roughly50%ofallconsumers(58%ofGenZ)plantospendmoreonhealthcareinexchangeforbetterhealthoutcomes,betterexperiences,andgreaterefficiency.

Telehealthusagepersistspost-Covid-19,makingonline-offlinea“newnormal.”TelehealthusagegrewroughlytwofoldacrossAsia-Pacificmarketsduringthepandemicandstabilizedin2023.

Consumersdesireasingletouchpointtomanagetheirhealthandareincreasinglyplacinghightrustinprimarycareprovidersandotheralternativesitesofcarelikepharmaciesanddigital

health.

TounderstandopportunitiesandchallengesintheevolvingAsia-Pacifichealthcarelandscape,Bain&CompanyconductedasurveyinQ42023touncoverconsumer-centrictrendsinhealthcareconsump-tion.Thesurveywasdistributedto2,300consumersacrossnineAsia-Pacificgeographies(Australia,China,HongKong,India,Indonesia,Malaysia,Philippines,Singapore,andVietnam)inaprocess

similartothedatacollectionsweconductedpreviouslyin2019and2021.

TakenindependentlyorincomparisontoourearlierAsia-PacificFrontLineofHealthcareReports,themostrecentresultshelpusunderstandhowAsia-Pacificconsumers’healthcarebehaviorsandpreferenceshavechangedandprovidekeyinsightsintoemergingtrendsintheregion:

1.Healthcareisnolongerapassiveexperience:Consumersaretakingchargeoftheirhealth,aredemandingabetterexperience,andarewillingtoinvestinwellness.

2.Thefutureofhealthcareiseverywhere:Consumersexpectseamless,omnichannelcareexperi-encesthatextendbeyondtraditionalhospitalsettings.

3.Integratedcarewillbecomethenewstandard:Consumersdemandasingletouchpointto

managetheirhealthandareopentonewspecialtycaremodelsandcuratedcustomerjourneys.

4.Thetechrevolutionistransforminghealthcare:AIandhealthtechareunlockingthepowerofpersonalizedcareandreinventinghowwedeliverhealthcare.

Asthesefourtrendsshapehealthcaredeliveryintheregion,companieshavefourstrategicopportu-nitiestoattractconsumersandimprovepublichealth:

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Asia-PacificFrontLineofHealthcare2024

1.Reinventcustomerexperience:Prioritizepatient-centeredcaretodeliverpersonalizedrecommendationsandaseamlessomnichannelexperienceforenhancingoutcomesandsatisfaction.

2.Coordinatecaredelivery:Upgradecaremanagementthroughbettercollaborationandcoordinationacrosscareteams.

3.Future-prooftechnologyinfrastructure:Digitizelegacyprocessesanduseinnovativetechnologiestoempowerhealthcareprovidersandconsumers.

4.Forgestrategicpartnerships:Connectcarejourneysacrossthebroaderhealthcareecosystemofpartnersandbreaktransactionalsilos.

Keythemes

Consumerism

ConsumersacrossAsia-Pacificaretakingaproactiveapproachtomanagingtheirhealth,fitness,andoverallwellness.Asaresult,anincreasingshareofconsumersareexpressinginterestinhealthandlifestylemaintenanceandarefollowingthroughwithtimelycheck-upstotakecontroloftheir

well-being.

Consumer-drivenhealthmonitoring(e.g.,sleeptracking,heartratemonitoring)hasincreasedintheregionduetotheemergenceofincreasinglyaffordablesmartwearables,includingwatchesandbands.BrandslikeNoiseinIndianowprovidesmartwatchesatjust$10to$12,democratizingwearableaccess.Asaresult,inour2023survey,roughly85%ofrespondentsexpressedinterestinhealth

maintenanceandlifestylechanges.

ConsumersinAsia-Pacificalsoincreasinglyexpectgreaterconvenienceinhealthcaredelivery.Theyactivelyseekhealthcareprovidersandservicesthataremoreaccessible,flexible,andtailoredtotheirspecificneeds(seeFigure1).

Consumersareincreasinglywillingtospendmoreonhealthcare.Accordingto2023surveyresults,51%ofAsia-Pacificconsumers(58%ofGenZ)saytheyarewillingtopaymoreoutofpocketfor

healthcareinexchangeforbetterhealthoutcomes,betterexperiences,andgreaterefficiency.

Theadoptionofwellnesstrends,however,ismorecommonamongthe“healthyandwealthy”group.Inhigh-incomegroups,50%reportedspendingmoreonnutritionalsupplements,comparedtotheoverallpopulationat45%.GenZexhibitsmoreactiveinvolvementintheirhealthcarecomparedtootheragecohorts,withhigherhealthcarespending.Accordingtooursurvey,theGenZpopulationisespeciallyfocusedonpreventiveproductsandservicesintheconsumerhealthcategory,withanotablesurgeindemandfornutritionproductssuchasvitaminsandsupplements(seeFigure2).

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Ihaveaninterestin

healthmaintenanceandlifestylechanges

Iexpectconvenienceinadditiontoquality

Idomoreresearchonline

tounderstandmysymptomsandtreatments

Iammoreinformedabout

mydiseaseandtreatmentoptions

Iaminterestedinthelowest

costalternativeforaparticulartreatment

25%

26%

25%

29%

29%

Asia-PacificFrontLineofHealthcare2024

Figure1:Consumersareproactivelymanagingtheirhealthandwell-being

Percentageofrespondentsagreeingtothestatements

(2023)

85%

83%

74%

69%

69%

Rank2021

1

2

3

4

5

Notes:Respondentswereaskedthequestion,“Comparedtothreeyearsago,towhatextentarethefollowingstatementsaboutyoutruetoday?”;Percentagesincludethosewhoresponded“mostlytrue”or“somewhattrue”tothequestion

Source:BainFrontLineofHealthcareAsia-Pacificsurvey,2021(n=1750),2023(n=2300)

Figure2:Astrongdesiretoinvestinproactiveandpreventivecarethroughnutritionandsupplementspending

Percentageofrespondentslikelytospendmoreinnext12months

Nutritionandsupplement

Skinandderma

Oralhealthcare

Overthecounter

Weightmanagement

Alternativeandtraditionalmedicine

47%45%

38%30%

36%

19%

20%

GenZOverallrespondents

Notes:Respondentswereaskedthequestion“Howhaveyourspendinghabitschangedoverthepast12monthsversustheyearpriorinthefollowingconsumerhealthcategories?”and“Howdoyouexpectyourspendinghabitstochangeoverthenext12monthsversusthepastyearinthefollowingconsumerhealth

categories?”

Source:BainFrontLineofHealthcareAsia-Pacificsurvey,2023(n=2300)

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Careeverywhere

TheoldnotionofhospitalsasthesolepreferredorpreeminenthealthcareprovidersisslowlyshiftingacrosstheAsia-Pacificregionthankstotechnologicalintervention,sustainedfocusonconvenience,andasurgeinconsumerism.

Today’spatientswanttoexplorecareoptionsthatarebothconvenientandaffordable.Accessiblehealthcareoptions—includingwellnesssupportandothernon-acutecareservices—arebecomingincreasinglyavailableatcommunityclinics,pharmacies,andothernon-hospitallocationsacrosstheregion.

Comparedtoour2021results,consumersexhibitgreatercomfortin2023aboutreceivingcareoutsideconventionalhospitalsetups,particularlyforroutinecheck-upsanddiagnosticservices(seeFigure3).

Duringthepandemic,manyconsumersreceivedCovid-19testingandvaccinesatpharmacies,helpingtonormalizethenotionthatsuchplacescouldserveasapoint-of-careprovider.Asaresultoftheseexperiences,consumersarebecomingmorecomfortablewithaccessinghealthcareservicesat

pharmacies.Infact,2023resultssuggestthatatleast65%ofconsumers(74%inGenZ)usepharmaciesasaprimarypointofcare.

Figure3:Careisextendingbeyondtraditionalhospitalsettings

Percentageofrespondentscomfortable*receivingcareoutofhospital

74%

71%70%

67%67%69%

66%

59%61%

64%

61%

59%

56%

55%

49%

53%

50%

47%

42%

42%

38%

Routine

andpreventative

healthcare

check-ups

Pathology

Imaging

Followup

consultations

Chronicdisease

management

Minorsurgical

procedures

Cancercare

201920212023

Notes:Respondentswereaskedthequestion,“Howcomfortablewouldyoufeelaboutgettingcareforthefollowingservicesawayfromatraditionalhospitalset-up(e.g.,atambulatorysurgerycenters(ASCs),retailclinics,homeservices)?

(*)Percentageofpatientsincludethosewhoresponded,“somewhatcomfortable”and“completelycomfortable”forservicesmovingoutsidethehospital;Imagingincludesx-rays,ultrasounds,etc.;Healthcheck-upsincluderoutineandpreventivecheck-ups;Pathologyincludesbloodtests,etc.;Follow-upconsultations

includepost-surgeryoracutecareepisodes;Cancercareincludesregularchemotherapysessions.MalaysiaandthePhilippineswerenotcoveredinthe2019survey.VietnamandHongKongwerenotpartofthe2019and2021surveys

Source:BainFrontLineofHealthcareAsia-Pacificsurvey,2019(n=1823),2021(n=1750),2023(n=2300)

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Thesurveyalsosuggeststhatinthefuture,theproportionofconsumerswillingtoseekpharmacy-providedhealthcaremayincreaseto73%(82%inGenZ)inthepresenceofpartnershipsbetweenpharmaciesandotherhealthcareproviders,includingclinicsorspecialists.Ourresultsfoundthatbetween70%ofconsumersinMalaysia,thePhilippines,andVietnamand85%ofconsumersinChina,India,andIndonesiaarewillingtoconsiderpharmaciesastheirprimaryhealthcareproviderswhenpartnershipswithotherhealthcareprovidersareinplace.

Basedonour2023survey,weanticipateasignificantincreaseintheadoptionofpharmacy-providedservicessuchasdiagnosticservices,healthscreenings,homedeliveryofmedicine,andmedicationtherapymanagementforchronicillnessessuchashypertensionanddiabetes(seeFigure4).

Ourearliersurveyspinpointedahugeleapintelehealthadoption,whichnearlydoubledbetween2019and2021acrossAsia-Pacific.Inthisyear’ssurvey,weobservedpost-CovidtelehealthpenetrationgrowthslowingyetpersistingacrossAsia-Pacificmarkets(seeFigure5).

Figure4:Potentialforapharmacytotransformintoahealthcarepartner

Percentageofrespondentsthatarelikelytouseservicesatpharmacyinthenexttwoyears

(~1.1x)

(~0.9x)

80%

75%

80%78%

(~1.1x)

74%

67%

(~1.3x)

68%

52%

(~1.3x)

65%

49%

(~1.2x)

61%

52%

(~1.3x)

60%

46%

(~1.2x)

56%

46%

Prescriptionmedicationdispensing

Over-the-counter

medicationand

healthproduct

purchases

Consultations

withpharmacists

Diagnostic

servicesand

healthscreenings

Homedelivery

ofmedicines

Vaccinations

Medicationtherapy

managementfor

chronicillness

Alternative/traditionalmedicines

CurrentadoptionpercentageLikelyfutureadoptionratepercentage

Note:Respondentswereaskedthequestion,“Whatserviceshaveyouutilizedatyourpharmacy/healthcareretailerinthepast12months,andwhatservicesareyoulikelytouse(ifmadeavailable)inthenexttwoyears?”

Source:BainFrontLineofHealthcareAsia-Pacificsurvey,2023(n=2300)

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Asia-PacificFrontLineofHealthcare2024

Figure5:Telemedicineisheretostaypost-pandemic

Percentageofrespondentswhousedtelemedicineservicesinthepast12months

58%

51%

25%

59%

55%

29%

54%

45%

5%

53%

47%

24%

48%48%

45%

43%

34%

16%

35%

33%

30%

Growth2021–23(inpp)

IndonesiaIndiaAustraliaChinaPhilippinesVietnam*SingaporeHongKong*Malaysia

7-4960-9-3

201920212023

Notes:Respondentswereaskedabouttelehealthusageinthepast12monthsacrossthe2019,2021,and2023APACFLoHSurvey.GrowthΔhasadeviationof+/-1%duetoroundingoff;MalaysiaandthePhilippineswerenotcoveredinthe2019survey.(*)VietnamandHongKongwerenotpartofthe2019and2021surveys

Source:BainFrontLineofHealthcareAsia-Pacificsurvey,2019(n=1823),2021(n=1750),2023(n=2300)

Thebenefitoftelehealthisevident,especiallyinloweringhealthcarecosts.Thisisprimarilyattributedtotheearlytriageandsteeragetorightsideofcarecoupledwiththelowpricepointandpharmacyattachrateforteleconsultationcomparedtoin-personprimaryconsultation.Forexample,accordingtoHalodoc,atelehealthande-pharmacyplatforminIndonesia,theoverallcostoftelemedicine

(includingconsultationandmedication)isthreetimescheaperthanofflinemode(seeFigure6).Inadditiontobeingcost-effective,onlineconsultationsdemonstratedahigh-solverateofmorethan95%forthetopfiveonlinediagnoses(e.g.,acuteupperrespiratorytractinfections,nasopharyngitis,fever).

Inresponsetothenewdigitalnorms,offlineheritagehealthcareprovidersarealsodoublingdownondigitalcapabilities.InIndiaandIndonesia,provider-ownedappsfromlongtimehealthcareplayershavenearlytripledtheiractivemonthlyusersinthepastthreeyears.Forexample,India-based

providerApolloHospitalshasworkedtoboostitsdigitalservicesbylaunchingitsApollo24|7app,whereconsumerscanaccessserviceslikevideoconsultations,hospitalappointmentbooking,andat-homemedicationanddiagnosticsordering,allinoneplace.Thehospitalnetworkhasalso

expandedaccesstoomnichannelcarethroughitspresenceacrossawidenetworkofhospitals,clinics,diagnosticscenters,andpharmacies,enhancingconsumerexperienceandconvenience.

7

Of

consultation

fline

17

16

16

16

19

Online

consultation

fline

Of

medicine

27

2

11

24

2

2

10

2

2

8

18

Online

medicine

10

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Asia-PacificFrontLineofHealthcare2024

Figure6:TelemedicineisthreetimescheaperthanofflineconsultationinIndonesia,asperHalodocdata

Approvedamountforonlinevs.offlineconsultationsandmedicationsfortop5diagnosesforHalodocmemberbase(inUSD),2022

50

40

30

20

10

0

3.6x

3.8x

2.7x3x

2.6x

15

20

Fever

Diarrheaandgastroenteritis

Acute

pharyngitis

Acute

nasopharyngitis

Acuteupper

respiratoryinfection

Note:Exchangerateusedis1IndonesianRupiah=0.000064536106USD(asofDecember2023)

Source:Halodocreport,2022

Caremanagement

Primarycareismakingacomebackpost-pandemic:91%ofconsumerspreferasingletouchpointtomanagetheirhealth.Followingtrendsevidentinoursurveyfindings,wecontinuetoseestrongconsumerinterestinasingle,accessibletouchpointtomanagetheircare.

Inmostmarketswheretheprimarycaresystemisalreadyestablished,digitalhealthisnotdisplacingprimarycarebutsuperchargingitseffectiveness.

AkeyexceptionisChina,wheredigitalhealthishelpingreshapeconsumers’caredeliverypreferences.There,62%ofrespondentsreportpreferringavirtualtouchpointofcare—atrendthathas,no

doubt,beendrivenbyloweraccessibilitytoindependentclinicsandlongwaittimesathospitals(seeFigure7).

Consumerswantasingletouchpointtomanagetheirhealth.Whodotheytrusttomanageandco-

ordinatetheiroverallhealthcareneeds?Primarycareprovidersremainmosttrustedacrossmany

Asia-Pacificmarketsformanagingoverallhealthcareneeds.InChina,Indonesia,andVietnam,wherethereisasignificantgapintheavailabilityandqualityofprimarycareservices,consumerstrusthospi-talsthemost.We’vealsoobservedrecenttrendshintingatadditionaltrustinnon-traditionaldeliverychannels,includingretailhealthoutletsanddigital-firstplayers,withconsumersinIndiaandMalaysiadisplayinghightrustinpharmacies.

8

(93%)

(91%)

(68%)

Asia-PacificFrontLineofHealthcare2024

Figure7:Consumersprefersingletouchpointtomanagehealthcareneeds

Percentageofrespondentspreferring

singletouchpoints

Percentageofrespondentspreferring

virtualtouchpoint

100%

80

60

40

20

0

2019

2023

2021

China

Singapore

HongKong

India

Indonesia

Vietnam

Philippines

Australia

Malaysia

2019

30%

63%

N/A

40%

30%

N/A

N/A

33%

N/A

2021

55%

40%

N/A

39%

39%

N/A

29%

20%

33%

2023

62%

40%

40%

39%

37%

35%

26%

26%

23%

Legend<30%30%–50%>50%

Notes:Respondentswereasked,“Whichofthefollowingstatementsbestdescribesyourchoiceofinteractionwithhealthcarechannels?–a)Prefertophysicallygotoaclinic/healthcenterinperson;b)Prefertousemysmartdeviceasasingletouchpoint;c)Prefertohaveasinglehotlineasafirstpointofcall;d)Prefertofindmydoctorsandotherhealthcarespecialists”;Respondentswhoselectedoptionsa,b,andcprefersingletouchpoint,whilevirtualtouchpointsincludeoptionsbandc;MalaysiaandPhilippinesnotcoveredin2019survey.VietnamandHongKongwerenotpartofthe2019and2021surveys

Source:BainFrontLineofHealthcareAsia-Pacificsurvey,2019(n=1823),2021(n=1750),2023(n=2300)

Roughly70%ofconsumersinIndia,Indonesia,andChinaaffirmedtrustindigitalhealthandtechcompaniestomanagetheirhealthcareneeds.Meanwhile,offlineprovidersstillholdaroughly40%

trustadvantageoverdigitalplayersinAustralia,Singapore,Malaysia,andthePhilippines(seeFigure8).

Our2023surveyresultsalsoshowthatconsumersseekintegratedcarepathways,especiallyin

managingchronicconditions.Respondentshighlightedthelackofaffordable,accessiblecareandlongwaitingtimesatprovidersaskeyobstaclesintheirsearchforchroniccaremanagement.Manyrespondentsnotedalackofadequatepatientinformationorclarityontheircarejourneyasotherroadblockstotheircaresuccess.

Asaresult,newcaremodelsareemergingtoaddresstheseconcernsbydeliveringend-to-endinte-gratedcaredelivery,bringingmoreaffordable,accessible,andcuratedcaretopatients.

Additionally,playersareenhancingcapabilitiesandengaginginpartnershipstoprovideintegratedcaretopatients.Forexample,Singapore-basedfirmDoctorAnywhere,whichspecializesintelemed-icineandotherdigitalhealthservices,acquiredAsianHealthcareSpecialistswith12specialistclinicsprovidingmultidisciplinaryservices(e.g.,orthopedics,ophthalmology).Thisstrategicintegrationaimstoenhanceconsumeraccesstosecondarycareservices,promotingaseamlessintegration

betweenonlineandofflineservices.

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Secondary/tertiarycareprovider

83%

Secondary/tertiarycareproviders

90%

Secondary/tertiarycareprovider

85%介

Primarycareproviders

78%

Primary

careprovider

76%

Pharmacy

Pharmacy

Primary

careprovider

76%

Primary

careprovider

84%

1

69%

85%

Secondary/tertiarycareprovider

71%

Secondary/tertiarycareprovider

73%

Secondary/tertiarycareprovider

Pharmacy

Pharmacy

Primary

careprovider

79%介

Pharmacy

Primary

careprovider

Primarycareprovider

71%

80%

76%

67%

82%

80%

Secondary/tertiarycareproviders

Government

Government

Government

Primary

careprovider

Pharma-

ceutical

companies

70%

Primary

careprovider

Pharmacy

Technologycompanies

77%

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Asia-PacificFrontLineofHealthcare2024

Figure8:Patientstrusttraditionalcareprovidersbutaregainingconfidenceinpharmaciesandtechcompanies

China

Vietnam*

Singapore

Australia

HongKong*

India

Indonesia

Philippines

Malaysia

2

74%

67%

63%

71%

61%

65%

80%介

Technologycompanies

36%

68%介

50%77%

71%介

58%

47%

43%介

60%

Rankmovedupvs.2021

Rankmoveddownvs.2021

Notes:Respondentswereasked,”Howmuchdoyoutrustthefollowingtomanageyouroverallhealthcareandcoordinateyourtreatmentwithotherhealthcareprovidersinyourcountry?”Percentageofrespondentsincludethosewhoresponded“somewhattrust”or“completelytrust”tothequestion;(*)Vietnamand

HongKongwerenotpartofthe2021survey

Source:BainFrontLineofHealthcareAsia-Pacificsurvey,2021(n=1750),2023(n=2300)

Today’sconsumersexpectpayerstotakeaninvolved,guidingroleintheirhealthcarejourney.

Roughly80%ofconsumerslooktoinsurancepartnersforspecialist,diagnostician,orprimarycareproviderrecommendations.Consumersarealsoincreasinglyusinginsurance-backeddigitalapps,withroughly50%penetrationforserviceslikeonlineappointmentbooking,self-diagnosis,anddigitalclaimmanagementandisexpectedtoriseto70%inthenexttwoyears.

Atthesametime,healthcare-relatedclaimscostsarerising,withanexpected12%year-on-year

increaseinAsia-Pacificgeography.Forexample,inIndonesia,asperHalodoc,womenaremorelikelytoseeoutpatientdoctorscomparedtomenbutspendlessonaverageforinpatientservices.The

Halodocreportalsoindicatedthattheofflineoutpatientandinpatientclaimcostsforoldermemberswereroughlysixtimeshigher(seeFigure9).

Asconsumers’expectationschangeandhealthcareclaimcostsrise,anewarchetypeofhealthcarestakeholdershasemerged:healthinsurersthatmanagepatients’healthandwellnessbyenablingmedicalcare.These“medicalizedpayers”offermorepatient-centriccarebyintegratingprimarytospecialtycareservices,coordinatingcareacrossprovidersandfacilities,andimprovinghealthout-comeswhilereducingcosts.Majorinsurerscollaboratewithhealthcareplayersanddigitalinsurgents,guidingcustomersinnavigatingtheirpatientcarejourney.

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Asia-PacificFrontLineofHealthcare2024

Figure9:InIndonesia,inpatientclaimcostsarehigherforolderandmalemembers,asperHalodocdata

AverageclaimamountforIPandOfflineOP

pertotalmemberbyagegroup(inUSD),2022

AverageclaimamountforIPandOfflineOPpertotalmemberbygender(inUSD),2022

300

200

100

0

IP

OfflineOP

125

100

75

50

25

0

<21

years

21–30

years

31–40

years

41–50

years

>51years

IP

OfflineOP

Men

Women

Notes:OP=outpatient;IP=inpatient;Exchangerateusedis1.0IndonesianRupiah=0.000064536106USD(asofDecember2023)

Source:Halodocreport,2022

AcrossAsia-Pacific,leadinglifeinsurancecompanieslikeAIAGroupLimitedandPrudentialareinvestingsignificantlyinhealthtobuildcapabilitiesforcoordinatedcare.Forexample,Prudentialannouncedits“TransformingHealthBusinessModel”asoneofitsthreestrategicpillarsandisupgradinghealthinsurancecapabilitiesthroughadvancedproductsandvalue-addedserviceslikepersonalizedwellnessservices.

AIApartneredwithAmcalandGuardianpharmaciesinAustraliain2021toprovideitsmemberswithin-storescreeningservicesfromthesepharmacies.InpartnershipwithDiscoveryGroup,AIAlaunched“AmplifyHealth”inFebruary2022toimprovepatientaccesstotherightproviders,enablingbettercarecoordinationbasedonpatient-specifichealthrisks.InJanuary2023,AmplifyHealthacquiredAiDATechnologies,whoseAI-poweredsuiteaidsinclaimsmanagementthroughautomaticfrauddetection,data-drivenclaimsprocessing,andunderwriting,reducingservicecostsand

improvingoperationalefficiencyforbusinesses.

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Techrevolution

TheAsia-Pacificregionisoverhaulingitshealthcaresystems,owingtothesignificanthealthcaregapsinemergingAsianmarkets.Thesegapsincludetheburdenofdisease,demographictransition,limitedsocialhealthprotection,supplyconstraintswithlowdoctor-patientratios,andoverburdenedtraditionalhealthcarechannels.Toovercomethesegaps,healthcarestakeholdershavetoadoptanopenmindsettointegratetechnology