Tata Consultancy Services (TCS) has expanded its partnership with Aviva, the UK’s leading Insurance, Wealth and Retirement provider, to further enhance customer experience across life insurance and pensions.
The expansion follows Aviva’s decision to entrust TCS with an additional 1.1 million life insurance policies, increasing the total number of policies managed by TCS to more than 6.5 million. The move supports Aviva’s strategy to deliver more consistent, customer-focused digital services while aligning with the UK’s New Consumer Duty Principles.
TCS delivers these services through its FCA-regulated subsidiary Diligenta UK, which provides end-to-end policy administration.
Under the expanded agreement, Diligenta will manage the additional Aviva portfolio using the TCS BaNCSTM platform. The platform enables self-service for customers, digitally powered service delivery centres and a simplified technology environment designed to improve service quality and operational efficiency.
TCS BaNCSTM supports conversational interfaces, rapid product configuration and open APIs, allowing insurers to launch products faster and deliver enhanced, personalised customer journeys. The platform also enables straight-through processing, first-point resolution and improved risk controls.
TCS president, BFSI Products & Platforms, R Vivekanand 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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