The Covid-19 pandemic changed the landscape for health care delivery in ways that are still playing out. One key shift the pandemic ushered in was a switch to providing health care consultations using remote video capabilities and other digital platforms. While this shift enabled physicians to address their patients without the fear of in-person infection, its widespread adaption, even post-pandemic, also ushered in new risks.

In fact, a recent study by QBE, its 2024 Digital Health Insurance Report, cited responses from brokers that indicate that a majority of them are concerned that this shift in health care delivery may be presenting coverage gaps. To gain further insight into the survey results, Risk & Insurance spoke with Drew Fekete, AVP, Underwriting – Miscellaneous Medical, QBE North America.

Risk & Insurance: Thanks for speaking with us, Drew. As background to the study findings, how have digital health services impacted health care?

Drew Fekete, AVP, Underwriting – Miscellaneous Medical, QBE North America

Drew Fekete: Thanks for the opportunity. Digital health services continue to modernize health care delivery. They’ve made health care more accessible and convenient for both patients and providers, and they’re an effective way to increase communication and engagement. From virtual consultations and remote patient monitoring to the digital transmission of medical information and online health education, health care organizations are using these services to provide personalized and accessible care. While there are many benefits to the digitization of healthcare delivery, it also introduces risks around diagnosis, treatment, compliance and data privacy.

R&I: What motivated QBE to conduct the survey?

DF: We believe that health care organizations have more exposure to digital health than some may realize. We wanted to better understand the conversations brokers are having with their clients and how they are approaching coverage for digital health services.

R&I: Given that, what about your survey findings stood out for you?

DF: According to the brokers surveyed, there is both concern and curiosity in the market. 63% of brokers say their clients are “extremely” or “very” concerned about the risks associated with digital health services, and 39% of health care providers are reaching out to their brokers for confirmation that their policies address digital consultations. This is driving concern among many brokers that some clients may lack the appropriate coverage for their business practices. Additionally, 60% of brokers reported an increase in digital health-related claims compared to a year ago, so it’s not surprising that 68% of brokers expect an increase in the uptake of coverage for digital health services over the next year.

R&I: What’s driving the concern among brokers and clients?

DF: While many of the same risks exist in both in-person and virtual patient care, a digital setting comes with heightened exposures. These include increased risk of non-compliance with federal and state regulations, allegations of failing to meet the standard of care and technology-related issues such as bugs or system outages.

R&I:  Did any of the survey findings surprise you?

DF: One finding that stood out was how clients react when brokers inform them that they may need additional coverage for digital health services. Brokers report that some clients want the additional coverage, and some choose to omit it, however, 50 % of brokers say their clients are interested in more information on what’s available. This indicates that clients are curious about their exposures and they’re looking to better understand coverage options for digital health services. There is an opportunity for brokers and insurers to educate clients on the risks and available coverage.

R&I: What could potentially lead to a gap in coverage?

DF:  Issues could include a client changing its business model to add new digital services or expanding their geographic footprint to provide services in a different state. In addition, a client may need additional coverage for bodily injury resulting from a cyber or tech event.

R&I: Given all of the above, do you have any recommendations for brokers?

DF: The continuous innovation in health care delivery necessitates an ongoing conversation with clients about their coverage. Brokers should collaborate closely with their clients to gain a full view and understanding of the digital health services being offered to patients. It is crucial to regularly review and recommend solutions that address any potential issues.

Here is a link to the QBE report in its entirety. &