Tata Consultancy Services (TCS) on Tuesday announced a 15-year expansion of its partnership with Aviva, the UK’s Insurance, Wealth and Retirement provider, to transform Aviva’s UK Life business and enhance customer experience leveraging the TCS BaNCS™ based platform. As part of this, the end-to-end policy administration and servicing will expand to cover over 5.5 million policies, to be managed by Diligenta, TCS’ FCA regulated subsidiary in the UK, on behalf of Aviva.
Aviva and TCS have jointly transformed the end-to-end experience of Aviva’s customers over the years, through a strong foundation of digitization and simplification. Aviva has now engaged TCS, to extend this enhanced customer experience using the same future-proof TCS BaNCS™ based digital platform to administer other Aviva books of business.
TCS’ customer-centric approach to digitization at enterprise level is centered around New Consumer Duty Principles to provide good customer outcomes, through self-service capabilities for customers, digitally powered service delivery centers and a simplified technology landscape. TCS will leverage its BaNCSTM based platform and contextual knowledge to improve service quality and enhance the experience for all stakeholders including policyholders, advisers, and operational staff.
Doug Brown, CEO Insurance, Wealth & Retirement, Aviva, said, “Extending this strategic partnership will improve how we serve our customers, further simplify our operations and support our growth ambitions. It will allow us to rationalize our systems and improve efficiency, bringing significant benefits for our customers and the business.”
“Our long-standing relationship with Aviva over the last 20 years is a testament to our joint efforts to consistently and continuously transform customer experience. We are delighted as we embark on the next chapter of this journey, where ongoing investment in our TCS BaNCS™ based platform and proven track record will enable Aviva to drive a customer-centric business, even as we continue to improve end-to-end customer experience benchmarks in the UK Life and Pensions industry,” said R Vivekanand, President, BFSI Products & Platforms, TCS.
TCS BFSI Platforms is an end-to-end digital ecosystem that powers the journeys of life, pensions/annuities, property/casualty, and health insurance providers. This SaaS-first platform helps companies manage enterprise simplification, deliver superior customer experience, and achieve digital transformation.
TCS has operated in the UK for more than 45 years and works with over 200 of the nation’s businesses including British Airways, Virgin Atlantic, Sainsbury’s, Nationwide, M&S, Asda and Boots. It currently employs more than 23,000 people in the UK and Ireland, making it among the region’s biggest IT employers.