India-based IT firm Tata Consultancy Services (TCS) has signed a 15-year agreement with UK-based insurance, wealth and retirement provider Aviva to transform the latter’s UK Life business.
Through the expansion of their partnership, the parties also aim to Aviva’s customer experience.
Under the new agreement, the end-to-end policy administration and servicing will expand to cover more than 5.5 million policies and will be handled by TCS’ Financial Conduct Authority (FCA) regulated subsidiary in the UK Diligenta on behalf of Aviva.
Leveraging TCS BaNCS based digital platform, Aviva intends to extend the enhanced customer experience to administer other Aviva books of business.
Through a strong foundation of digitisation and simplification, both companies have jointly transformed the end-to-end experience of the insurance, wealth and retirement provider’s customers over the years.
Aviva insurance, wealth and retirement CEO Doug Brown 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.”
The extended partnership will also enable TCS to use its BaNCS based platform and contextual knowledge to optimise service quality and improve the experience for all stakeholders including policyholders, advisers, and operational staff.
It is expected to allow quicker resolutions, better access to information and greater outcomes for Aviva’s customers.
TCS BFSI products and platforms president R Vivekanand said: “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.”
