TCS signs 15-year deal with UK insurance firm Aviva

By Gloria Methri

Tata Consultancy Services (TCS) has announced a 15-year expansion of its partnership with Aviva, to transform Aviva’s UK Life business and enhance customer experience with the TCS BaNCS^TM platform. As part of this, Aviva’s 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.

The two companies have jointly transformed the end-to-end experience of Aviva’s customers over the years, through 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 will leverage its BaNCS-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.”

R Vivekanand, President, BFSI Products & Platforms, TCS said, “Our long-standing relationship with Aviva over the last 20 years is a testament to our joint efforts to transform customer experience consistently and continuously. 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.”

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.