Business Standard

TCS extends deal with UK's Aviva for 15 yrs to improve customer experience

Indian company's scope of work will expand to cover more than 5.5 mn insurance policies

Tata Consultancy Services, TCS

TCS currently employs more than 23,000 people in the UK and Ireland, making it among the region’s biggest IT employers | Photo: Shutterstock

BS Reporter Mumbai

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India’s Tata Consultancy Services (TCS) said on Tuesday it is expanding by 15 years its partnership with Aviva to “transform” the UK-based based insurance, wealth, and retirement business company’s business and customer experience.

Financial details of the deal were not disclosed but industry experts said it could be a significant one for TCS, which provides information technology (IT) services. The two companies have worked together for some 20 years.

The scope of work will expand to cover more than 5.5 million policies, to be managed by Diligenta, TCS’s subsidiary in the UK, on behalf of Aviva.

“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,” said Doug Brown, chief executive officer for insurance, wealth & retirement, Aviva.

TCS will leverage its BaNCS-based platform and contextual knowledge to improve Aviva’s service quality and enhance the experience for policyholders, advisers, operational staff, and other stakeholders. This will enable quicker resolutions, improved access to information, and better outcomes for Aviva’s customers.

“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 said it employs more than 23,000 people in the UK and Ireland, making it among the region’s biggest IT employers. TCS has been ranked the number one IT service provider for customer satisfaction in the UK in an independent survey of CIOs from the largest IT spending organisations in the country.


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First Published: Jan 30 2024 | 5:32 PM IST

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