Case Study: Phoenix Group improves life & pensions servicing with Tata Consultancy Services (TCS)

Phoenix Group - Customer Case Study

Phoenix Group, a life and pensions provider, needed to improve customer service and modernize policy servicing across a complex legacy estate. Working with Tata Consultancy Services (TCS) and its BaNCS insurance platform, the company faced the challenge of consolidating millions of policies while handling rising claims volumes and strengthening controls against fraud.

Tata Consultancy Services (TCS) migrated more than four million policies from 14 legacy systems, improving end-to-end policy servicing for Phoenix Group. TCS also used strong governance and proactive staffing to manage more than 300% of forecast claims volume, helping Phoenix Group respond to pension reform-driven demand spikes and avoid fraudulent payments worth over GBP 7 million.

Phoenix Group

Christopher Day

Head of Outsource Management