Tata Consultancy Services (TCS) has announced an expansion of its long-standing collaboration with Aviva, a major insurance, wealth and retirement services provider in the United Kingdom. Under the enhanced agreement, comprehensive policy administration services will now extend to more than 6.5 million policies.
These services will be delivered through Diligenta UK, TCS’ Financial Conduct Authority–regulated subsidiary, which will manage the enlarged policy base on behalf of Aviva. The development represents a significant scaling up of the partnership.
Addition of Life Insurance Portfolio
As part of the expanded scope, Aviva has assigned an additional segment of its life insurance portfolio to TCS. This transition allows Aviva to broaden the application of operational improvements, service transformation and customer experience enhancements achieved through the partnership.
The engagement continues to emphasise enterprise-wide digital modernisation in line with the UK’s New Consumer Duty principles, focusing on transparency, fair value and improved customer outcomes.
Digital and Customer-Focused Service Model
The expanded services are designed to strengthen customer-centric delivery through improved self-service options, digitally enabled service centres and a streamlined technology environment. These measures aim to enhance accessibility, shorten service turnaround times and ensure consistent interactions for both policyholders and advisers.
Use of TCS BaNCS Platform
TCS is deploying its BaNCS platform alongside its industry expertise to support higher service standards and operational effectiveness. Diligenta has already transitioned several million policies onto the BaNCS digital core and will continue to provide automated and data-driven services. The platform enables conversational interfaces, flexible product configuration and quicker product rollouts, supporting faster implementation cycles.
Efficiency, Automation and Scale
The BaNCS framework incorporates advanced application programming interfaces, straight-through processing, first-contact resolution and integrated risk management features. These capabilities facilitate clearer communications, easier access to information and quicker resolution of service requests. Policyholders gain improved visibility and control, while operations benefit from enhanced efficiency and scalability.
TCS Presence in the UK
The expanded partnership further strengthens TCS’ role in the UK market. With a presence spanning five decades, TCS works with more than 200 prominent UK organisations and has announced plans to create 5,000 new jobs in the country over the next three years. The company also maintains a strong standing in customer satisfaction among IT services providers.
Summary
TCS has expanded its partnership with Aviva to manage over 6.5 million insurance policies through its subsidiary Diligenta UK. The collaboration includes additional life insurance portfolios, greater use of the TCS BaNCS platform and a continued focus on digital transformation, operational efficiency and customer-centric service delivery.
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