Tata Consultancy Services (TCS) has announced the expansion of its partnership with Aviva, a leading insurance provider in the UK. The partnership will see TCS’ subsidiary, Diligenta UK, manage over 6.5 million policies on behalf of Aviva, providing end-to-end policy administration services. This expansion is a testament to the long-standing trust and commitment between TCS and Aviva, with TCS having delivered transformed services and outcomes for Aviva’s customers over the years.
The partnership aims to provide a customer-centric approach to digitization, centered around the New Consumer Duty Principles, which ensure positive outcomes for customers. This includes self-service capabilities, digitally powered service delivery centers, and a simplified technology landscape. TCS will leverage its BaNCS platform and contextual knowledge to improve service quality and enhance the experience for all stakeholders, including policy holders, advisers, and operational staff.
The TCS BaNCS platform supports conversational interfaces, agile product launch, and ecosystem play, enabling carriers to provide policy holders and members with enhanced self-service, contextualized communications, experiences, and insights. The platform has successfully migrated several million policies to its advanced digital platform, and Diligenta remains committed to delivering highly digitized and automated services.
The partnership demonstrates TCS’ commitment to being a trusted innovation partner for leading businesses in the UK. With a 50-year presence, TCS works with over 200 of the nation’s top brands and has committed to creating 5,000 new jobs across the UK in the next three years. TCS holds a leadership position in software and IT services and has been ranked the number one IT service provider for customer satisfaction in the UK.
R Vivekanand, President of BFSI Products & Platforms at TCS, stated that the partnership is a testament to the depth of collaboration between TCS and Aviva, and that TCS remains dedicated to delivering an exceptional experience for Aviva and its customers. The expansion of the partnership is expected to enhance end-to-end customer experience benchmarks within the UK Life and Pensions industry. Overall, the partnership between TCS and Aviva is a significant milestone in the UK’s insurance industry, demonstrating the power of digital transformation and the importance of customer-centric approaches.