Tata Consultancy Services (TCS) has expanded its Aviva partnership with a new 15-year agreement to transform the insurer’s UK Life business and enhance customer experience leveraging the TCS BaNCSTM based platform.
The partnership is to serve over 5.5 million Life and Pensions policies further enhancing TCS’ growth momentum in the UK
According to the announcement, the end-to-end policy administration and servicing of these policies will be managed by Diligenta, TCS’ FCA regulated subsidiary in the UK, on behalf of Aviva.
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 rationalise our systems and improve efficiency, bringing significant benefits for our customers and the business.”
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.
With the extension of their partnership, the insurer will now engage TCS to extend this enhanced customer experience using the same future-proof end-to-end digital platform ,TCS BaNCSTM, to administer other Aviva books of business.
TCS’ customer-centric approach to digitization at enterprise level is centred around New Consumer Duty Principles to provide good customer outcomes, through self-service capabilities for customers, digitally powered service delivery centres and a simplified technology landscape.
It 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.
R Vivekanand, President, BFSI Products & Platforms, TCS, commented: “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.”
