More than 8 in 10 people across Asia have delayed their medical care, report finds

Research commissioned by Prudential points to uncertainty around treatment, costs and where to seek help

Many people across Asia are generally positive about their healthcare experiences, according to research by Economist Impact, commissioned by Prudential. However, the report also found that satisfaction levels vary widely across markets, with more than 80 per cent admitting they have delayed seeking care.

The report, “Patient voices: experiences of healthcare access in Asia , ” is based on a survey of 4,200 people conducted from April to May 2025, and examines the patient experience in Hong Kong, Indonesia, Malaysia and Singapore.

Despite significant improvements in healthcare access and outcomes across all four markets in recent decades, many people still face barriers that affect their confidence when it comes to seeking care.

The survey respondents point to three recurring obstacles driving this trend. They cited “confusing bureaucracy” and complex payment processes among the biggest challenges in accessing medical care. More than half, 55 per cent, said they did not know where to go when they needed care.

Arjan Toor, CEO, health, Prudential, says healthcare can feel overwhelming, especially at times when people are already worried about their health.

“When people are unwell, they need clear guidance on where to go, who to speak to and what treatment may cost,” he says. “But many patients struggle to find the information they need about their condition, the treatment options available to them and how to access care. That uncertainty can make it harder to make confident decisions, causing people to delay seeking treatment even when help is available.”

High and unexpected costs are another barrier, especially for emergency care: one in three respondents said their healthcare costs had been higher than expected. Concern about having to rely on family members for financial support was also frequently mentioned as a reason for delayed care. This points to a broader issue: when patients cannot anticipate the financial impact of treatment, cost becomes a cause of hesitation as well as stress.

“For patients, the worry is often not only about whether they can afford treatment, but also the uncertainty around not knowing how much treatment will cost beforehand,” Toor explains. “For someone facing a serious illness, not knowing how much they may ultimately need to pay can add another layer of worry at a time when important decisions need to be made quickly.”

The third obstacle relates to information gaps. More than 55 per cent of patients felt they did not have the right information to make decisions about their medical treatment, while almost 40 per cent turned to digital tools for guidance about treatment after initial diagnosis.

“Many choose to turn to the internet or AI [artificial intelligence] to get answers about their health, but that can sometimes leave patients feeling even less certain about what to do next,” adds Toor. “Without clear information, conditions that were once minor can become more serious or complex, and more costly to treat.”

In Singapore, more than 80 per cent of those surveyed said they had in the past delayed the treatment they needed. According to the survey, 61 per cent of Singapore-based respondents said they did not feel they had the right information at hand to make a decision about treatment, while 60 per cent said they often did not know where to go when something was wrong.

These findings underscore the importance of making healthcare easier to navigate. Initiatives such as Healthier SG, a national programme focusing on preventive healthcare that emphasises the central role of family doctors in Singapore’s integrated healthcare system, help provide clarity among patients on where and how to take the necessary steps.

The findings highlight a crucial need to reduce uncertainty when people are making treatment decisions, says Manu Tandon, chief health and protection officer at Prudential Singapore.

“When people fall ill, one of their biggest worries is often the impact on the people they love. They think about their children and parents, and how they will cope with the practical and financial challenges ahead. When these worries are coupled with uncertainty about treatment options and available support, it can make decisions feel daunting,” he says.

“Helping people access clear, trusted information can give them the confidence and peace of mind to make informed choices and focus on what matters most, their health and their loved ones.”

According to the report, care that is well informed and causes minimal disruption to daily life is what people value most. Patients in Singapore want clearer information about where to find the appropriate medical care, the cost of consultations and exactly what is, and what is not, covered in a treatment plan, Tandon says.

He notes that in moments of uncertainty, health insurers can play an important role in ensuring policyholders get access to the appropriate medical care when needed: “A health crisis can hit when we least expect it, so our focus is simple: provide patients in Singapore with the support and information they need to seek the right healthcare.”

The findings also point to areas where insurers can play a role in reducing uncertainty for patients, including coverage and costs. Prudential Singapore says its financial representatives go well beyond simply processing paperwork by helping its clients plan financing for their preferred type of care, as well as helping them understand which services are covered and which they must pay for.

Prudential Singapore’s response to barriers to accessing care also includes PRUPanel Connect, a hospital partnership programme designed to make it simpler to get treatment. Policyholders can choose from a broad range of specialists, day-surgery centres and outpatient oncology clinics, and have access to appointment bookings, cashless transactions and concierge services, among others. Patients also receive greater certainty about cost as fees are agreed upfront.

Toor says Prudential aims to give patients across Asia a simpler, more accessible and more supportive healthcare experience from diagnosis through to recovery. “By working closely with healthcare partners and making costs clearer and more predictable, we want customers to spend less time worrying about treatment and more time focusing on getting better,” he says.

Prudential’s research suggests that many of the frustrations patients experience stem not from a lack of healthcare services but from uncertainty about what to do, where to go and what to expect when seeking treatment. Healthcare providers, insurers and policymakers have scope to tackle these common pain points and simplify the steps patients must take, while creating more awareness. Greater collaboration between insurers and hospitals to streamline direct billing and reduce paperwork can help ease the process for patients, allowing them to focus on their recovery.

These collective efforts can help transform patient experiences characterised by uncertainty into ones of confidence.

“When customers understand the options available to them, know what to expect and feel supported throughout, they are better able to access the right care, at the right time,” Toor says.