Tata Consultancy Services (TCS), a global IT services, consulting and business solutions provider, has expanded its long-standing partnership with Aviva, the UK’s leading Insurance, Wealth and Retirement provider, to further enhance customer experience across life insurance and pensions.
The expansion is driven by Aviva’s decision to transfer an additional 1.1 million life insurance policies to TCS, bringing the total number of policies managed on its behalf to more than 6.5 million.
TCS operates in the UK through its FCA-regulated subsidiary Diligenta UK, which provides end-to-end policy administration services.
Under the expanded agreement, Diligenta will manage Aviva’s additional life insurance portfolio, enabling a continuation of the transformed services that have defined the partnership to date. The approach is aligned with the UK’s New Consumer Duty Principles and is designed to ensure positive customer outcomes through enterprise-wide digitisation.
The services are underpinned by the TCS BaNCSTM platform, which acts as a digital core for life insurance and pension administration. The platform supports self-service capabilities for policyholders, digitally powered service delivery centres and a simplified technology landscape. This enables faster resolution of customer queries, improved access to information and more efficient operational processes for advisers and staff.
TCS BaNCSTM also supports conversational interfaces to guide users through key journeys, while a new product configurator allows insurers to launch products in days rather than months. With open APIs and an ecosystem-based architecture, the platform enables interoperability across channels and business lines, supporting features such as first-point resolution, straight-through processing and enhanced risk controls.
TCS president, BFSI Products & Platforms, R Vivekanand said, “Our enduring partnership with Aviva, established on mutual trust and commitment over many years, has continually strengthened and delivered a better experience for customers.
“Aviva’s ongoing trust in our services and, their decision to entrust us with additional portfolios, demonstrates the depth of our collaboration. We remain dedicated to delivering an exceptional experience for Aviva and its customers. We continue to invest in our TCS BaNCSTM platform and services to stay ahead in the fast-changing tech landscape, as we strive to enhance end-to-end customer experience benchmarks within the UK Life and Pensions industry.”
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