TCS Strengthens Long-Term Partnership With Aviva In UK

Tata Consultancy Services (TCS), a global leader in IT services, consulting, and business solutions, has announced the expansion of its partnership with Aviva, the UK’s leading Insurance, Wealth and Retirement provider. The end-to-end policy administration services will now expand to cover more than 6.5 million policies, to be managed by TCS’ FCA-regulated subsidiary, Diligenta UK, on behalf of Aviva.

Aviva is entrusting TCS with an additional portfolio of Life Insurance business, enabling similar transformed services, experiences, and outcomes for Aviva’s customers that have characterised the long partnership between TCS and Aviva over the years. This will enable a customer-centric approach to digitisation at an enterprise level which is centred around New Consumer Duty Principles to ensure positive outcomes for customers. This includes self-service capabilities for customers, digitally powered service delivery centres, and a simplified technology landscape.

R Vivekanand, President, BFSI Products & Platforms, TCS, said, “Our enduring partnership with Aviva, established on mutual trust and commitment over many years, has continually strengthened and delivered a better experience for customers. Aviva’s ongoing trust in our services and, their decision to entrust us with additional portfolios, demonstrates the depth of our collaboration. We remain dedicated to delivering an exceptional experience for Aviva and its customers. We continue to invest in our TCS BaNCSTM platform and services to stay ahead in the fast-changing tech landscape, as we strive to enhance end-to-end customer experience benchmarks within the UK Life and Pensions industry.”

TCS leverages its BaNCSTM platform and contextual knowledge to improve service quality and enhance the experience for all stakeholders, including policy holders, advisers, and operational staff. These initiatives enable faster resolutions, improved access to information, and better outcomes for customers. Diligenta has successfully migrated several million policies to its advanced digital platform, TCS BaNCSTM, and remains committed to delivering the same highly digitised and automated services, thereby enhancing experiences and outcomes for end customers.

Residing on a digital core, TCS BaNCSTM for Life Insurance and Pension supports conversational interface to guide users through their business journeys. TCS BaNCS’ new product configurator makes agile product launch a reality, reducing time-to-market to a matter of days. The solution offers a rich set of domain APIs that simplify ecosystem play and enable interoperability across channels and business lines. The one platform ecosystem and open products philosophy of TCS BaNCSTM help build advanced digital portals with in-built first-point resolution (FPR), straight-through processing (STP), and risk control features. This enables carriers to provide policy holders and members with the enhanced self-service, along with contextualised communications, experiences, and insights.