The agreement, spanning 15 years, aims to revamp Aviva’s UK Life business and elevate customer experiences by leveraging TCS BaNCS™, a robust platform.
Under the new agreement, TCS will extend its services to manage the end-to-end policy administration and servicing for over 5.5 million policies, a responsibility that will be overseen by Diligenta, TCS’ FCA regulated subsidiary in the UK, on behalf of Aviva.
The partnership between Aviva and TCS has a proven track record of enhancing customer experiences through digitisation and simplification efforts. Building on this foundation, Aviva has chosen TCS to further enhance customer experiences by utilising the TCS BaNCS digital platform across other business portfolios.
TCS’s approach to digitisation prioritises customer-centricity, aligning with the New Consumer Duty Principles to ensure favourable outcomes for customers. This involves empowering customers with self-service capabilities, implementing digitally powered service delivery centres, and streamlining the technology landscape.
By leveraging the BaNCS platform and its contextual knowledge, TCS aims to elevate service quality and enhance experiences for all stakeholders, including policyholders, advisers, and operational staff associated with Aviva. The initiative promises quicker resolutions, improved access to information, and overall better outcomes for Aviva’s valued customers.
Commenting on the development, 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 rationalise 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.
TCS BFSI Platforms is a comprehensive digital ecosystem powering life, pensions/annuities, property/casualty, and health insurance providers. This platform, prioritising Software as a Service (SaaS), facilitates enterprise simplification, enhances customer experience, and drives digital transformation.
This announcement bolsters TCS’s substantial growth trajectory in the UK. With over 45 years of operation in the UK, TCS collaborates with more than 200 renowned businesses including British Airways, Virgin Atlantic, Sainsbury’s, Nationwide, M&S, Asda, and Boots.
TCS holds a leading position in providing software and IT services to the UK market, employing over 23,000 professionals in the UK and Ireland. Notably, TCS has been rated the top IT service provider for customer satisfaction in the UK by CIOs from major IT spending organisations.
Author: Joanna England
