Tata Consultancy Services, Aviva expand partnership for digital transformation of UK life business

Tata Consultancy Services (TCS), a global leader in IT services, consulting, and business solutions, has announced a significant expansion of its partnership with Aviva, the UK’s foremost Insurance, Wealth, and Retirement provider. This 15-year extension aims to transform Aviva’s UK Life business, focusing on enhancing customer experience through the TCS BaNCS based platform.

The cornerstone of this partnership is the commitment to improve the end-to-end experience of Aviva’s customers. TCS and Aviva have worked together to digitize and simplify operations, which has significantly enhanced customer interactions. With this extension, Aviva aims to utilize the TCS BaNCS based digital platform for administering additional books of business, effectively expanding end-to-end policy administration and servicing to cover over 5.5 million policies. These will be managed by Diligenta, TCS’ Financial Conduct Authority (FCA) regulated subsidiary in the UK, on Aviva’s behalf.

TCS’s approach to digitization at an enterprise level revolves around new Consumer Duty Principles, ensuring favorable outcomes for customers. This includes offering self-service capabilities, digitally powered service delivery centers, and a simplified technological landscape. TCS plans to leverage its BaNCS platform and contextual knowledge to further enhance service quality and the overall experience for all stakeholders, including policyholders, advisers, and operational staff. The goal is to facilitate quicker resolutions, improved information access, and better outcomes for Aviva’s customers.

Doug Brown, CEO of Insurance, Wealth & Retirement at Aviva, commented on the partnership, emphasizing the strategic extension’s role in improving customer service, simplifying operations, and supporting growth ambitions. This move is expected to rationalize systems and boost efficiency, yielding significant benefits for both customers and the business.

R Vivekanand, President of BFSI Products & Platforms at TCS, reflected on the 20-year relationship with Aviva, highlighting the joint efforts in transforming customer experience. The continued investment in the TCS BaNCS platform is anticipated to further drive Aviva’s customer-centric business approach, setting new benchmarks in the UK Life and Pensions industry.

This announcement aligns with TCS’s strong growth momentum in the UK. With over 45 years of operation in the region, TCS collaborates with more than 200 renowned British businesses and is a leading IT employer in the UK and Ireland. TCS’s commitment to customer satisfaction and digital transformation in the UK financial sector is evident in its robust services portfolio and industry recognition.

This extended partnership between Tata Consultancy Services and Aviva is a testament to TCS’s prowess in driving digital transformations in the financial sector. By leveraging the TCS BaNCS platform, TCS is not just enhancing Aviva’s operational efficiency but is also setting a new standard in customer experience in the insurance industry. This strategic move is likely to have a ripple effect, influencing similar initiatives across the UK’s financial services landscape.