ITIC APAC 2026 | Digital technology in medical care and claims

The ITIJ team have been reporting from ITIC APAC in Singapore (15–17 June 2026), sharing the discussions that took place at the conference. Read all reports.

Jonathan Tang, Chief Strategy Officer at Heals Healthcare, began the seventh session by stating that telemedicine was no longer simply a virtual consultation tool, but an increasingly important part of the wider healthcare ecosystem, connecting providers, insurers, patients, and assistance companies through integrated digital platforms.

He began by outlining how digital healthcare platforms had evolved in recent years, initially focusing on connecting primary care providers with insurers through electronic claims processing and clinical management systems. This has enabled large volumes of outpatient claims to be adjudicated automatically, improving efficiency for both providers and payers.

The Covid-19 pandemic accelerated the adoption of telemedicine, but Tang noted that early models often faced challenges around cost, provider availability, and medication delivery. As a result, many platforms have evolved beyond standalone consultations to incorporate prescription services, referrals, emergency assistance support, and claims management capabilities.

One core focus for Tang was the growing role of telemedicine within insurance products. He highlighted how health and travel insurers were increasingly embedding virtual consultations into their offerings, allowing policyholders to access care remotely while travelling or before seeking treatment in person. Rather than replacing traditional healthcare services, he argued, telemedicine is becoming part of a broader hybrid care model.

Using data from Hong Kong, Tang demonstrated that telemedicine adoption has remained strong since the pandemic. Consultation volumes grew after Covid-19 restrictions were lifted, with common acute conditions such as respiratory infections, influenza, gastrointestinal complaints, and headaches among the most frequent reasons for virtual consultations.

Beyond improving access to care, Tang highlighted the growing value of telemedicine data for insurers. Analysis of consultation trends and diagnoses can help identify utilisation patterns, monitor the progression of chronic conditions, and support underwriting, pricing, and actuarial decision-making.

The presentation also examined some of the challenges facing the sector. Tang noted that while telemedicine was now widely accepted across much of Asia Pacific, regulatory frameworks remained inconsistent between markets. Questions surrounding governance, liability, prescribing practices, and platform oversight continue to evolve, with some countries introducing detailed regulations while others rely largely on existing medical standards and professional guidelines.

Tang closed the presentation by noting that telemedicine was becoming an increasingly important gateway into the wider healthcare system, supporting both healthcare access and more coordinated patient management.