The Phoenix Group is moving two million of its UK life and insurance policyholders on to a unified cloud-like single platform provided by Diligenta, a business process outsourcing (BPO) provider and subsidiary of Tata Consultancy Services (TCS).

The migration from multiple legacy systems onto a single integrated system, using a simplified and modern cloud infrastructure, based on the TCS BaNCS Insurance platform and implemented by Diligenta, will improve operational efficiency with a view to enhancing the long-term customer experience for policyholders

Commenting on the move Tony Kassimiotis, managing director, operations, Phoenix Life, said: “This is great news for our customers and will mean a better overall experience for them. Two million of our policyholders will have, in due course, full access to self service and online request services via 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 programme and are looking forward to realising further benefits as we progress [and move further databases on to the cloud].”

The platform is also a significant capability achievement that could possibly benefit other clients of Diligenta in the future, if other insurers decide to go down the BPO route. The flexible utility model developed will ensure that when Diligenta writes new contracts on behalf of clients it can consolidate the policy portfolio of new customers onto the same TCS BaNCS Insurance platform, obtaining economies of scale savings for all.

A major benefit of the single platform for Phoenix Group and any future users of this so-called cloud will be the ability it gives to react quickly and effectively to any major regulatory changes – Solvency II for instance. An additional service at Phoenix will be the option for customers to receive instant quotes for maturities, surrenders and transfers over the phone.

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