Diligenta

What Diligenta does

Diligenta is a UK-based, FCA-regulated subsidiary of Tata Consultancy Services (TCS), founded in 2005 and headquartered in Peterborough, specializing in end-to-end business process services for the UK life and pensions sector. The company administers policyholder servicing, policy lifecycle management, and digital self-service for major UK insurers, anchored by long-term enterprise outsourcing contracts with Aviva (over 6.5 million policies) and Scottish Widows/Lloyds Banking Group (over 3.8 million migrated policies), collectively serving approximately 22 million policyholders.

Diligenta's service delivery is built on the proprietary TCS BaNCS digital policy administration platform, which unifies formerly fragmented legacy systems into a single environment for policy administration, self-service, and automated processing. In 2025–2026 the company has layered Anthropic's Claude AI onto these operations through TCS's global Anthropic partnership, deploying agentic process changes and natural language interactions aimed at improving customer experience and aligning with the UK Financial Conduct Authority's Consumer Duty principles. Notable execution milestones include the 2025-09 completion of the Scottish Widows migration (described as one of the largest policy migrations in UK financial services history), the 2025-12 expansion of the Aviva engagement, and the June 2026 rollout of Claude AI across the policyholder base.

Diligenta operates as a pure B2B managed services provider with an enterprise field sales motion and bespoke, non-publicly-disclosed contract pricing. Revenue is generated on a managed services basis tied to the volume and scope of policies administered for each client, with go-to-market executed through TCS's enterprise sales organization. The company holds no independent funding rounds, is not publicly listed, and has no disclosed M&A activity, with the 1,001–5,000 employee base focused on the single UK life and pensions vertical.

Name

Diligenta

Legal name

Diligenta

Website

https://diligenta.co.uk

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Diligenta is the FCA-regulated UK subsidiary of TCS that provides end-to-end life and pensions policy administration on the TCS BaNCS platform for major UK insurers, notably Aviva and Scottish Widows, serving approximately 22 million policyholders.

Ownership category

akta.pro rank

Product category

Life and Pensions Administration Services

NAICS

Direct Life, Health, and Medical Insurance Carriers (52411), Insurance Carriers and Related Activities (524), Pension Funds (52511)

SIC

Life Insurance (6311), Insurance Agents, Brokers & Service (6411)

akta.pro primary industry

Annuity + LTC / Long-Term Care Riders (FSAIAJAC)

Keywords

• Life insurance administration
• Pensions policy administration
• Business process outsourcing
• Insurance managed services
• FCA-regulated administration

Headquarters

HQ city

Peterborough

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Technology or R&D, Operations, Infrastructure

Revenue model

1. Policy Administration Outsourcing: Diligenta generates revenue by providing end-to-end policy administration services to UK insurers under long-term outsourcing contracts. Revenue is derived from managing large volumes of life and pensions policies on behalf of clients, with the scope of services expanding over time as evidenced by the Aviva partnership expansion.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels2 records

Core offering

Diligenta provides end-to-end policy administration services for UK life insurance and pensions providers under long-term outsourcing contracts. The company manages millions of policies on behalf of major UK insurers such as Aviva and Scottish Widows, delivering policy administration, customer servicing, and digital transformation via the TCS BaNCS platform, enhanced with AI-powered capabilities.

Product overview

Diligenta operates as a specialized life and pensions administration platform built on TCS BaNCS technology. The core offering consists of end-to-end policy administration services for the UK insurance market, managing over 6.5 million Aviva policies and 3.8 million Scottish Widows policies. The service portfolio combines a unified BaNCS administration platform with AI-powered customer experience enhancements using Anthropic's Claude AI, supported by self-service capabilities and digitally powered service centers. All operations are FCA-regulated and aligned with UK Consumer Duty requirements.

Differentiator

Problem solved

Functional benefit

Products and services

• Life and Pensions Administration Services End-to-end administration services for life insurance and pensions policies, including policy administration, customer servicing, and digital transformation capabilities for UK financial services clients.
• Aviva Life and Pensions Policy Administration End-to-end policy administration services managing over 6.5 million Aviva life and pensions policies, with enhanced self-service capabilities, digitally powered service centers, and technology modernization on the TCS BaNCS platform aligned with UK Consumer Duty principles.
• Scottish Widows Life and Pensions Policy Administration End-to-end policy administration for Scottish Widows (Lloyds Banking Group) life and pensions policyholders, following migration of 3.8 million+ policies to the TCS BaNCS platform.
• Claude AI Customer Experience Enhancement AI-powered customer experience enhancement using Anthropic's Claude AI, providing agentic process automation and natural language interactions for policyholder servicing across 22 million policyholders.

Quantifiable outcome

• 3.8 million+ policyholders migrated to digital platform
• +1 more outcomes

Named customers2 records

Segments1 record

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability4 records

Feature2 records

Partnerships

Four partnerships are on record, tiered core and flagship.

• AnthropiccoreTechnology or Integration · 11 June 2026Through TCS's global partnership with Anthropic, Diligenta is deploying Claude AI to enhance customer experience for its 22 million policyholders. The deployment focuses on agentic process changes and customer interaction improvements, positioning Claude as a compliance-focused AI option for regulated industries requiring accuracy, auditability, and regulatory alignment.
• Tata Consultancy Services (TCS)flagshipOEM/ Whitelabel/ Licensing Partner · 11 June 2026Diligenta is the FCA-regulated UK subsidiary of Tata Consultancy Services, operating within TCS's global organization. The subsidiary leverages TCS's BaNCS platform, AI capabilities (Claude via Anthropic partnership), and corporate resources while maintaining its regulatory standing as an FCA-authorized firm serving the UK life and pensions market.
• AvivacoreStrategic or Co-development Partner · 16 December 2025Diligenta manages over 6.5 million Aviva life and pensions policies under an expanded outsourcing partnership. The engagement includes end-to-end policy administration services with enhanced self-service capabilities, digitally powered service centers, and technology modernization on the TCS BaNCS platform aligned with UK Consumer Duty principles. The partnership demonstrates continued trust in TCS/Diligenta's ability to handle large-scale insurance administration.
• Scottish Widows (Lloyds Banking Group)coreImplementation/ SI/ Consulting Partner · 1 January 2017Diligenta led the migration of over 3.8 million Scottish Widows life and pensions policyholders to the TCS BaNCS platform. This was one of the largest policy migrations in UK financial services history, replacing multiple legacy systems with a unified digital platform. The original 15-year agreement was signed in 2017 to modernize operations for 4 million customers.

Scale indicators3 records

Recent moves5 records

Expansion highlights4 records

Direct peers

• EXL Service (EXL): EXL is a global insurance BPO specialist providing policy administration, claims, and underwriting services with deep life and annuities exposure. Comparable in operating model and digital platform-driven transformation approach.
• Firstsource Solutions: Firstsource's UK financial services business delivers insurance BPO including life and pensions administration. Comparable scale and target customer set within UK regulated financial services.
• Equiniti Group: Equiniti offers administrative and regulated services to UK financial institutions including life and pensions clients, with comparable FCA-regulated BPO capabilities and a focus on the UK life, pensions, and wealth market.
• WNS Holdings: WNS provides domain-led BPO services to global life and pensions insurers, with policy administration as a core offering. Comparable in large-scale managed services delivery and digital transformation focus.
• Capita Life & Pensions: Capita's Life and Pensions division is the most direct UK peer, providing end-to-end policy administration BPO to UK life and pensions insurers. Overlap is essentially one-to-one with Diligenta on customer base, delivery model (managed services), and regulatory scope (FCA-authorized).

Broad incumbents

• Mphasis: Mphasis provides IT and BPO services to the UK financial services industry, including life and pensions clients. Less specialized in policy administration than Diligenta but competes for adjacent contracts.
• Concentrix: Concentrix is a large diversified CX and BPO provider that serves insurance clients globally, including UK life and pensions administration. Less specialized than Diligenta but competes for similar managed services outsourcing deals.
• Infosys BPM: Infosys BPM is the BPO arm of Infosys, providing industry-specific services including life and pensions administration globally. Comparable in tech-platform-backed delivery model but operates at broader portfolio scale.

Regional players

• Atos (now Eviden): Atos's financial services division (now operating as Eviden under a planned carve-out) historically ran UK life and pensions administration work, including on the Unify platform. Direct UK peer in regulated life admin BPO.

Others

• BaNCS Partners / Ecosystems around TCS BaNCS: TCS itself runs BaNCS-based life and pensions engagements in other geographies (e.g., with Nippon Life in Japan), making other TCS BaNCS policy admin deployments the closest internal analogues to what Diligenta has built in the UK.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/diligenta

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Diligenta