TCS Partners with Aviva for a 15-year Transformation Journey in the UK

Tata Consultancy Services (TCS) has recently revealed a significant expansion of its partnership with Aviva. Aviva is a prominent Insurance, Wealth, and Retirement provider in the UK. The 15-year agreement signed between both companies aims to revolutionize Aviva’s UK Life business and enhance customer experiences by utilizing TCS BaNCS which is a robust digital platform provided by TCS.

This extended collaboration will look after the comprehensive management of over 5.5 million policies through Diligenta, a TCS’s FCA-regulated subsidiary in the UK that acts on behalf of Aviva. Over the years, TCS and Aviva have been working together to enhance the end-to-end experience for Aviva’s customers.

Aviva has chosen to continue this transformation by utilizing the TCS BaNCS platform for administering additional books of business. TCS with its customer-centric approach has planned to apply New Consumer Duty Principles by providing good customer outcomes through self-service capabilities, digitally powered service delivery centers, and simplified technology landscapes.

The TCS BaNCS platform combined with contextual knowledge aims to improve service quality and enhance the overall experience for stakeholders, including policyholders, advisers, and operational staff. The anticipated benefits include quicker resolutions, improved access to information, and better outcomes for Aviva’s customers.

“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,” said Doug Brown, CEO of Insurance, Wealth & Retirement, Aviva.

“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.

The announcement contributes to TCS’s already strong growth momentum in the UK, where it has operated for over 45 years collaborating with over 200 well-known businesses. TCS, recognized as a leader in software and IT services in the UK market, employs over 23000 people in the region and has consistently been ranked as the top IT provider for customer satisfaction.

This partnership extension reflects a commitment to continuous innovation and transformation in the insurance sector, ultimately benefiting customers and reinforcing TCS’s position as a key player in the UK market.