TCS expands strategic partnership with Aviva with new 15-year agreement in UK
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 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.
City Air News
Jan 30, 2024 06:50
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Mumbai, January 30, 2024: 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 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. 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 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.
