Tata Consultancy Services (TCS) has expanded its partnership with Aviva, the UK’s leading insurance provider, with its FCA-regulated subsidiary Diligenta UK set to manage more than 6.5m policies under end-to-end administration services.
The expansion covers an additional portfolio of Life Insurance business, enabling Aviva to deliver digitally transformed services, experiences, and outcomes for its customers.
This enterprise-level digitisation approach follows New Consumer Duty Principles, focusing on positive outcomes for policyholders. Key initiatives include self-service capabilities, digitally powered service delivery centres, and a simplified technology landscape.
TCS leverages its BaNCSTM platform and contextual knowledge to enhance service quality for all stakeholders, including policyholders, advisers, and operational staff. The platform enables faster resolutions, improved access to information, and better outcomes for customers.
Diligenta has successfully migrated several million policies to TCS BaNCSTM and remains committed to providing highly digitised, automated services that enhance customer experiences.
Residing on a digital core, TCS BaNCSTM for Life Insurance and Pensions supports conversational interfaces that guide users through their business journeys. Its new product configurator allows agile product launches in days, while a rich set of domain APIs enables interoperability across channels and business lines.
The platform’s one ecosystem and open products philosophy support advanced digital portals with built-in first-point resolution (FPR), straight-through processing (STP), and risk control features, offering policyholders enhanced self-service and contextualised insights.
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.”
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