Aviva, a leading UK insurance provider, has expanded its long-standing technology partnership with Tata Consultancy Services (TCS), a global IT services company. The agreement grants TCS’s subsidiary, Diligenta, responsibility for administering over 6.5 million life and pensions policies in the UK. This addition of 1.1 million life insurance policies to the existing portfolio will be managed on TCS’s BaNCS platform, which serves as the digital core for the operation.
The partnership aims to simplify Aviva’s technology and reduce operating costs by consolidating legacy systems and outsourcing policy administration. The expanded scope of work will introduce more self-service options for policyholders, new digital service centers, and streamlined back-end systems. The operating model aligns with the UK’s Consumer Duty rules, emphasizing clear communication, fair value, and good outcomes for retail customers.
TCS’s BaNCS platform is a core suite of products used by over 500 financial firms worldwide. For life insurance and pensions, BaNCS supports a range of customer and staff interactions, including conversational interfaces and a product configuration engine. The platform exposes domain application programming interfaces, allowing Aviva to link the core system to external distributors, advisers, and internal channels.
Diligenta, TCS’s UK-based subsidiary, will provide regulated administration services, while BaNCS will handle core processing and data. The business has migrated several million policies for Aviva and other insurers onto BaNCS over the past decade, operating a highly digitized and automated platform. The new Aviva portfolio will follow the same migration and service model, maintaining consistency of service and digital tools for customers.
The enlarged Aviva mandate increases TCS’s exposure to the UK life and pensions sector. TCS will continue to invest in the BaNCS platform and related services as insurers modernize administration of long-term savings and protection products. With over 200 large organizations in the UK as clients, TCS has operated in the country for around half a century and plans to create 5,000 new UK jobs over the next three years. The company has been ranked as the number one IT service provider for customer satisfaction in the UK, demonstrating its commitment to delivering exceptional customer experiences.