Tata Consultancy Services (TCS) has expanded its partnership with Aviva, a leading UK insurance provider, to manage over 6.5 million policies through its subsidiary, Diligenta UK. This move enables Aviva to leverage TCS’ expertise in providing end-to-end policy administration services, enhancing customer experiences, and driving digital transformation. The partnership is centered around the New Consumer Duty Principles, which prioritize positive outcomes for customers.
As part of this collaboration, Aviva has selected TCS to manage an additional portfolio of Life Insurance business, allowing for the delivery of transformed services and outcomes for its customers. TCS will utilize its TCS BaNCS platform to provide self-service capabilities, digitally powered service delivery centers, and a simplified technology landscape. This approach will enable faster resolutions, improved access to information, and better outcomes for customers.
R Vivekanand, President of BFSI Products & Platforms at TCS, emphasized the strength of the partnership, stating that it has continually delivered better experiences for customers. TCS will continue to invest in its BaNCS platform to stay ahead in the rapidly changing technology landscape and enhance end-to-end customer experience benchmarks within the UK Life and Pensions industry.
Diligenta has successfully migrated several million policies to the TCS BaNCS digital platform, which supports a conversational interface to guide users through their business journeys. This digital core enables improved service quality, enhanced experiences, and better outcomes for all stakeholders, including policy holders, advisers, and operational staff. By leveraging its BaNCS platform and contextual knowledge, TCS aims to drive customer-centric digitization at an enterprise level, ultimately benefiting Aviva’s customers. The expansion of this partnership demonstrates the trust and commitment between TCS and Aviva, with a focus on delivering exceptional customer experiences and driving business growth.