TCS Strengthens Partnership with Aviva UK to Enhance Life and Pensions Customer Experience
The new AI Compass integrates machine learning, deep learning, generative AI and pre-built intelligent agents, enabling financial institutions to embed AI across banking, securities and wealth management operations.
London | Mumbai, December 18: Tata Consultancy Services has strengthened its long-standing partnership with Aviva, the UK’s leading insurance, wealth and retirement provider, with its subsidiary Diligenta UK set to manage an additional 1.1 million life insurance policies.
With this expansion, TCS will now provide end-to-end policy administration services for more than 6.5 million Aviva policies in the UK through Diligenta, its FCA-regulated subsidiary. The move deepens Aviva’s reliance on TCS for large-scale digital transformation of its life and pensions operations.
Under the expanded engagement, Aviva has entrusted TCS with an additional portfolio of life insurance business, extending the transformed services and customer experience delivered under the partnership over several years. The initiative is aligned with the UK’s New Consumer Duty principles, with a focus on delivering positive customer outcomes through enterprise-wide digitisation.
The engagement will enable enhanced self-service capabilities for customers, digitally enabled service delivery centres and a simplified technology landscape, aimed at improving accessibility, transparency and operational efficiency.
R Vivekanand, president, BFSI products and platforms at TCS, said the expansion reflects the depth of trust between the two organisations. He said TCS will continue investing in its BaNCS platform to raise benchmarks for end-to-end customer experience in the UK life and pensions sector.
TCS said it is leveraging its BaNCS platform and domain expertise to improve service quality for policyholders, advisers and operational teams. Diligenta has already migrated several million policies onto the BaNCS digital platform and will extend the same highly automated and digitised services to the newly onboarded portfolios.
The BaNCS platform provides a digital core for life insurance and pension administration, supporting conversational interfaces, faster product launches through a configurable product engine, and open APIs to enable ecosystem integration. Built-in straight-through processing, first-point resolution and risk control features are designed to improve service efficiency and customer outcomes.
The expanded partnership underscores TCS’ role as a strategic technology partner to UK enterprises. TCS has operated in the UK for over five decades, works with more than 200 leading British organisations, and has recently committed to creating 5,000 new jobs in the country over the next three years.
The company has consistently ranked among the top IT service providers for customer satisfaction in the UK, reflecting its focus on long-term partnerships and large-scale digital transformation.
