Aviva has taken steps to improve the customer experience by migrating over 6.5 million life and insurance policies onto a new platform.

Aviva’s customers will now have access to new self-service options and digitally powered service delivery centres.

These are based on the new consumer duty principal set out by the Financial Conduct Authority (FCA) which requires financial firms to act to deliver good outcomes for retail customers.

The platform supports a conversational interface to guide users through their journeys and will also allow Aviva to reduce the time to market for new product launches.

Additionally, the technology will enable Aviva build digital portals with in-built first-point resolution (FPR), straight-through processing (STP), and risk control features.

This provides policy holders and members with the enhanced self-service, along with contextualised communications, experiences, and insights.

The company has expanded its partnership with IT services provider Tata Consultancy Services (TCS) for the rollout.

The service will be provided by TCS’s subsidiary Diligenta UK, which is regulated by the FCA.

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