Aviva has increased the scope of its policy administration services contract with Tata Consultancy Services (TCS), bringing the total number of policies managed to more than 6.5 million in the UK.
TCS subsidiary Diligenta will administer an additional 1.1 million life insurance policies under this expanded arrangement.
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This move allows Aviva to apply a consistent customer experience across its portfolio by adopting an enterprise-wide digitisation model that supports new consumer duty principles.
These changes are intended to improve service delivery through self-service options for customers, enhanced digital service centres and a streamlined technology environment.
TCS uses the BaNCS platform and its insurance sector knowledge to support policy holders, advisers and operational staff across these services.
Diligenta’s digital platform has already been used for migrations involving several million policies for Aviva and is designed to facilitate core processes through conversational interfaces, according to TCS’ press release.
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By GlobalDataThe BaNCS system includes a product configurator that enables quicker introduction of new offerings, reducing time-to-market to a few days.
The solution also includes application programming interfaces that allow integration and interoperability between various distribution channels and business lines.
The platform supports straight-through processing and first-point resolution, while providing risk management features.
TCS BFSI Products & Platforms president 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 BaNCS 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.”
The partnership was previously expanded in January last year, when the policy administration services covered 5.5 million policies.
