Insurance firm Athora Netherlands taps TCS to enhance customer experience

Information technology services company Tata Consultancy Services will help Athora Netherlands to enhance its customer experience, operational resilience, and business agility. The two companies are expanding their long-standing partnership under which TCS will be offering a business and IT model to the Dutch life insurance firm.

As part of this multi-year partnership, TCS will manage Athora’s business and IT operations across policy servicing, claims handling, and customer service for its closed book of life insurance policies under the Reaal brand. To this end, TCS will leverage its Machine First Delivery Model and DevSecOps capability to improve operational resilience and drive business outcomes. TCS will also set up a hybrid cloud architecture on TCS Enterprise Cloud based on its Alpha Platform. The enterprise cloud is expected to offer flexible engagement models and meet evolving business needs.

“This strategic partnership is an important step for our Life Service Business. TCS’ extensive insurance operations and IT expertise will help us to secure business continuity as the portfolio gradually runs-off. Furthermore, it will help us to improve customer service levels, while it will make our cost base more flexible,” said Bart Remie, chief technology and operations officer, Athora Netherlands.

As part of the partnership, TCS will induct several of Athora’s employees from the life services business and set up a nearshore delivery centre in Alkmaar, close to Athora’s business centre. These employees will continue to perform the day-to-day management of the life service business to facilitate a smooth continuation of the services to Athora's customers.

“We are pleased to deepen our partnership with Athora Netherlands. Our deep domain, application and insurance operations expertise combined with the next-gen hybrid cloud architecture powered by TCS Enterprise Cloud will enable them to deliver unmatched customer experience and build resilience,” Hemakiran Gupta, head of banking, Insurance and Financial Services, Europe, TCS.