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 partnership aims to provide end-to-end policy administration services, leveraging TCS’ FCA-regulated platform to deliver a customer-centric approach to digitization. The expanded partnership will enable Aviva to offer its customers self-service capabilities, digitally powered service delivery centers, and a simplified technology landscape.
The partnership is built on mutual trust and commitment, with TCS investing in its BaNCS platform to stay ahead in the rapidly changing tech landscape. The platform is designed to enhance the end-to-end customer experience in the UK Life and Pensions industry. TCS’ BaNCS platform and contextual knowledge improve service quality, enabling faster resolutions, improved access to information, and better outcomes for customers.
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. The platform resides on a digital core, providing a robust foundation for Aviva’s Life Insurance and Pension business. The partnership is centered around the New Consumer Duty Principles, ensuring positive outcomes for customers and aligning with the UK’s regulatory requirements.
The expansion of the partnership is a testament to the success of the long-standing relationship between TCS and Aviva. R Vivekanand, President of BFSI Products & Platforms at TCS, emphasized the company’s commitment to delivering a better experience for customers through its investments in the BaNCS platform and services. The partnership is expected to drive further growth and innovation in the UK Life and Pensions industry, with a focus on customer-centricity and digital transformation. Overall, the expanded partnership between TCS and Aviva is a significant development in the UK insurance market, with the potential to set new benchmarks for customer experience and service delivery.