Tata Consultancy Services (TCS) has deepened its long-standing collaboration with Aviva, the UK’s leading insurance, wealth, and retirement provider, to further transform customer experience across Aviva’s life and pensions business. As part of the expanded engagement, TCS will deliver end-to-end policy administration services for over 6.5 million policies, managed through its FCA-regulated subsidiary, Diligenta UK.
Under this expanded scope, Aviva has entrusted TCS with an additional portfolio of life insurance operations. The move builds on years of successful collaboration between the two organisations and is aimed at delivering more consistent, customer-focused outcomes at scale. The initiative aligns closely with the UK’s Consumer Duty principles, placing stronger emphasis on transparency, accessibility, and positive customer outcomes.
The engagement will support enterprise-wide digitisation through enhanced self-service options, digitally enabled service centres, and a simplified, modern technology landscape. These capabilities are designed to improve speed, efficiency, and overall service quality for policyholders.
Commenting on the expansion, R Vivekanand, President – BFSI Products & Platforms, TCS, said that the continued trust placed by Aviva reflects the strength of the partnership and its shared commitment to delivering superior customer experiences. He added that ongoing investments in the TCS BaNCS™ platform will help set new benchmarks for end-to-end customer experience in the UK life and pensions sector.
TCS will continue to leverage its BaNCS™ platform and deep domain expertise to enhance service delivery for all stakeholders, including policyholders, advisers, and operational teams. Diligenta has already migrated several million policies onto the digital BaNCS™ platform and remains focused on delivering highly automated, data-driven services that improve resolution times and customer outcomes.
Built on a digital core, TCS BaNCS™ for life insurance and pensions enables conversational interfaces, faster product configuration, and seamless integration across ecosystems through open APIs. Features such as straight-through processing, first-point resolution, and embedded risk controls allow insurers to deliver personalised, contextualised, and self-service-driven experiences at scale.
This expanded partnership reinforces TCS’s position as a trusted innovation partner in the UK market. With a 50-year presence in the region, TCS works with more than 200 leading UK brands and has recently announced plans to create 5,000 new jobs over the next three years. The company continues to be recognised as a leading IT services provider, with strong customer satisfaction ratings among the UK’s largest enterprises.
