Customer experience

National health insurer Aetna this week announced its formal acquisition of Medicity, a health information exchange technology company from Salt Lake City. The move is seen by many as a proactive approach to meeting health care reform requirements.

Of particular interest for many in 2011 will be mobile, social media and PFM that make for more efficient customer service.

The auto insurer adds new apps and enhances its mobile quoting.

Insurance companies worldwide have suffered less than banks since the collapse of the subprime market in the United States in late 2007, Celent says. However, they have been impacted by the volatility of international markets and the uncertainty linked to the slow recovery of economies in industrialized countries. European insurers, in particular, have reacted to the changing environment successfully, implementing actions to adapt to the current changes and gain operational efficiency, according to the analyst/consulting firm.

Advancements in mobile deposit technologies in the coming year may be of interest to insurers.

New York-based ACE Ltd. completed its acquisition of Rain and Hail Insurance Service Inc. for approximately $1.1 billion in cash. Prior to the acquisition ACE had owned approximately 20% of the outstanding common stock of Rain and Hail. The purchase price reflects a dollar-for-dollar adjustment as required under the merger agreement to account for an increase to Rain and Hail’s book value that occurred between December 31, 2009, and the closing of the transaction.

One thing is certain: Technology will play the most prominent role in all efforts.

Insurers may learn something from banks' successes in the social media realm.

Survey finds misgivings about annuities rampant in wake of financial crisis.

SSA & Co. predicts 2011 will feature more complexity in the insurance industry and less customer service outsourcing.