Tata Consultancy Services (TCS) announced a 15-year expansion of its partnership with Aviva, the UK’s leading Insurance, Wealth and Retirement provider, to transform Aviva’s UK Life business and enhance customer experience leveraging the TCS BaNCSTM 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 BaNCSTM 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. This will enable quicker resolutions, improved access to information and better outcomes for Aviva’s customers.
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 BaNCSTM 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.
This announcement further enhances the strong growth momentum that TCS has seen in the UK. TCS has operated in the UK for more than 45 years and works with over 200 of the nation’s best-known and most-loved businesses including British Airways, Virgin Atlantic, Sainsbury’s, Nationwide, M&S, Asda and Boots. TCS has a leadership position in software and IT services to the UK market. It currently employs more than 23,000 people in the UK and Ireland, making it among the region’s biggest IT employers. TCS has been ranked the number one IT service provider for customer satisfaction in the UK in an independent survey of CIOs from the largest IT spending organizations in the country.
