Enhancing life insurance services through digital transformation

Tata Consultancy Services (TCS), a provider of IT services, consulting, and business solutions, has deepened its collaboration with Aviva, a company operating in the UK insurance, wealth, and retirement sectors. This expansion sees TCS’ FCA-regulated subsidiary, Diligenta UK, assume responsibility for managing over 6.5 million policies for Aviva.

Aviva's decision to transfer an additional portfolio of Life Insurance business to TCS reflects a commitment to streamlined, digitalised customer experiences. This move underscores a shift towards a customer-centric approach within the framework of New Consumer Duty Principles, enhancing outcomes through self-service capabilities, digital service delivery centres, and a simplified tech landscape.

TCS, leveraging its BaNCSTM platform, aims to elevate service quality for all stakeholders – from policyholders to operational staff. The platform's versatility aims to provide product launches and integration within the business ecosystem, ensuring faster resolutions and enhanced customer experiences.

Diligenta's success in migrating millions of policies to the digital platform forms the cornerstone of its commitment to automated and digitised services for an enriched customer journey. The ecosystem supports intelligent, conversational interfaces guiding customers through their business interactions whilst providing domain APIs for simplified operations.

TCS’ partnership with Aviva continues its work providing IT and digital services to UK businesses, building on a 50-year presence in the region and plans to create 5,000 jobs in the coming years. 

This partnership not only enhances TCS’ footprint in the UK but also affirms its dedication to customer-focused digital initiatives aligned with industry and regulatory standards.