Case Study: MLC Life Insurance achieves enterprise-wide governance, risk and compliance with ServiceNow

MLC Life Insurance delivers multi-million dollar transformation program, supported by world-class technology

MLC Life Insurance, one of Australia’s leading life insurers, embarked on a multi-million dollar digital transformation to simplify customer experience and future‑proof its operations. Facing increased regulation and fragmented risk and compliance processes across divisions, the company needed a single, enterprise platform to centralise governance, risk and compliance (GRC) and provide clearer, data‑driven oversight.

MLC implemented ServiceNow (building on earlier ITSM work) over a 12‑month program to deliver GRC, ITSM and a service portal, providing a single entry point for risk profiling, controls, audits and risk events. Today more than 1,600 staff can raise and manage events (with 400+ licensed users), enabling automated workflows, self‑service, faster and more accurate reporting, stronger analytics and improved visibility and prioritisation of risks — all at a fraction of the cost of larger alternative systems.

MLC Life Insurance

Gemma Kyle

Head of Management Assurance,