This case study describes how a large UK insurer with 21M+ customers, operating in a highly regulated environment, modernized financial crime investigations by replacing disconnected legacy tools and manual, siloed workflows with a unified FinCrime application built on ServiceNow. Brillio consolidated three custom systems into one secure platform that supports the end-to-end case lifecycle from lead intake to resolution, adding role- and team-based access controls, guided case workflows for auditability, integrated task management, entity-relationship mapping with visual link analysis, fuzzy-matching connection tools, alerts for cross-case/high-risk entities, and staged review of suspicious data. Using a disciplined ServiceNow deployment process across dev/test/prod with change control and

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