Diligenta consolidates 2 mn customer policies

MUMBAI, INDIA: Diligenta, a Business Process Outsourcing (BPO) provider in the UK and a subsidiary of Tata Consultancy Services (TCS), India's leading IT firm, announced today that it has completed the consolidation of two million customer policies in the UK from multiple legacy systems onto a single integrated system, using a simplified and modern cloud infrastructure.

These policies will now be based on the TCS BáNCS Insurance platform, a proprietary solution developed by the company, said a press release.

Diligenta embarked on this innovative transformation program with its first client, The Phoenix Group. The objective of the program was to improve operational efficiency with a view to enhancing the customer experience for the policy holders.

Tony Kassimiotis, managing director, Operations, Phoenix Life said, “This is great news for our customers and will mean a better overall experience for them. For instance, two million of our policyholders will have, in due course, full access to self service and on-line request services through the Internet. They will also see a reduction in turnaround times when asking questions about their policies. We are really pleased to be working with both TCS and Diligenta on this transformation program and are looking forward to realizing further benefits as we progress.”

This is also a significant capability achievement that will benefit future clients of Diligenta. The utility model will ensure that when Diligenta writes new contracts it can consolidate the policy portfolio of new customers onto the same TCS BáNCS Insurance platform, the release said.

This will benefit both Diligenta and its clients through economies of scale with infrastructure and on-going operations and maintenance. A major benefit to clients will be Diligenta’s ability to react quickly and effectively to any major regulatory change. An additional service will be the option for customers to receive instant quotes for maturities, surrenders and transfers over the phone.

Phiroz Vandrevala, chairman, Diligenta and executive director, TCS said, “The success of this transformation program reinforces Diligenta’s strong position in the UK Life and Pensions outsourcing market and signifies a step change for the industry, in response to both regulatory reform and changing customer needs. We are well-placed to support customers’ needs in this rapidly-evolving environment, and this project once again demonstrates our ability to deliver real business benefits through our specialised industry expertise.”

Suresh Menon, chief executive officer, Diligenta said, “Diligenta’s state of the art platform and extensive expertise in the UK Life & Pensions industry has ideally positioned us to partner with Phoenix Group to deliver this significant milestone. The transformation process has been successful and we look forward to future opportunities to deliver similar, state of the art projects within the insurance sector.”