Aviva, a leading insurance provider, has expanded its long-term partnership with Tata Consultancy Services (TCS) to transform the life and pensions customer experience. TCS will now manage over 6.5 million policies on behalf of Aviva through its FCA-regulated subsidiary, Diligenta UK. This move aims to provide a more customer-centric approach to digitization, enabling Aviva to deliver better services and outcomes for its customers.
TCS, a digital transformation and technology partner, has a proven track record of delivering exceptional customer experiences through its TCS BaNCS platform. The platform is designed to help financial services institutions enhance end-customer experience, gain operational efficiency, and embrace open and innovative technologies. With over 500 financial institutions worldwide using TCS BaNCS, the company has established itself as a leader in the industry.
The partnership between Aviva and TCS has been built on mutual trust and commitment over many years. R Vivekanand, president for BFSI products and platforms at TCS, stated that the company is dedicated to delivering an exceptional experience for Aviva and its customers. TCS will continue to invest in its TCS BaNCS platform and services to stay ahead in the fast-changing tech landscape and enhance end-to-end customer experience benchmarks within the UK Life and Pensions industry.
The expanded partnership will enable Aviva to provide its customers with self-service capabilities, digitally powered service delivery centers, and a simplified technology landscape. This aligns with the New Consumer Duty Principles, which aim to ensure positive outcomes for customers. By entrusting TCS with an additional portfolio of Life Insurance business, Aviva is demonstrating its confidence in the company’s ability to deliver transformed services and experiences for its customers. The partnership is expected to drive significant benefits for Aviva’s customers, including improved service delivery, enhanced customer experience, and increased operational efficiency.