MANILA, Philippines — A growing number of Filipinos are turning to digital platforms for essential services, particularly in finance and healthcare, according to a new study by the Philippine Institute for Development Studies (PIDS).
In the financial sector, account ownership nearly doubled from 29% in 2019 to 56% in 2021, while digital payments now account for 57.4% of retail transactions. The study, conducted by PIDS consultants Nikka Pesa and Rutcher Lacaza, alongside supervising research specialist Mary Grace Agner, highlights the increasing integration of artificial intelligence (AI) in financial services, powering fraud detection, credit scoring, and chatbot-based customer support.
Healthcare is also undergoing a digital transformation. PhilCare, a health maintenance organization, has upgraded its HeyPhil mobile platform to version 3.0, evolving from a simple doctor-finder and BMI tracker into a comprehensive digital health partner. PhilCare president and CEO Jaeger L. Tanco emphasized the goal of replacing administrative friction with member-centric access. “We want to replace administrative friction with member-centric access,” he said.
Hello Phil 3.0 features an inclusive user interface, seamless letter of authorization (LOA) processing, integrated teleconsultation via DigiMed and DigiMed Plus, digital reimbursement of claims, and enhanced security. Tanco noted that the platform ensures no member is sidelined by geographic limitations or complex hospital protocols. “Through Hello Phil 3.0, PhilCare ensures that its ‘Walang Iwanan’ promise is a functional reality in the digital age,” he added.
The findings underscore a broader trend of digital adoption across essential services in the Philippines, with AI playing an increasingly pivotal role.