Aviva, a UK-based insurance company, has expanded its policy administration services contract with Tata Consultancy Services (TCS), increasing the total number of policies managed to over 6.5 million. TCS subsidiary Diligenta will administer an additional 1.1 million life insurance policies under this new arrangement. This expansion allows Aviva to apply a consistent customer experience across its portfolio by adopting an enterprise-wide digitization model that supports new consumer duty principles.
The partnership between Aviva and TCS aims to improve service delivery through self-service options for customers, enhanced digital service centers, and a streamlined technology environment. TCS uses its BaNCS platform and insurance sector knowledge to support policyholders, advisers, and operational staff across these services. The BaNCS system includes a product configurator that enables quicker introduction of new offerings, reducing time-to-market to a few days.
The platform also supports straight-through processing and first-point resolution, while providing risk management features. R Vivekanand, president of TCS BFSI Products & Platforms, stated that the company remains dedicated to delivering an exceptional experience for Aviva and its customers. TCS continues to invest in its BaNCS platform and services to stay ahead in the fast-changing tech landscape, aiming to enhance end-to-end customer experience benchmarks within the UK Life and Pensions industry.
This expansion is not the first between Aviva and TCS, as the partnership was previously expanded in January last year, when the policy administration services covered 5.5 million policies. The collaboration between the two companies is built on mutual trust and commitment, and Aviva’s decision to entrust TCS with additional portfolios demonstrates the depth of their partnership. The move is intended to improve the overall customer experience, and TCS is committed to delivering exceptional services to Aviva and its customers.
The use of Diligenta’s digital platform has already been successful in migrations involving several million policies for Aviva, and it is designed to facilitate core processes through conversational interfaces. The platform’s ability to support new consumer duty principles and provide a consistent customer experience across Aviva’s portfolio is expected to enhance the company’s service delivery and improve customer satisfaction. Overall, the expanded partnership between Aviva and TCS is a significant step towards improving the customer experience and staying ahead in the fast-changing tech landscape.