[GRTV] Turning FMA visits into opportunities: Head of client engagement at Insurance people shares insights from her experience

Insurance People’s Katrina Church sees FMA visits as an opportunity, not a threat. Speaking on Good Returns TV, she stresses the importance of preparation, strong governance, and a client-first approach to ensure firms stay on track and add real value.

Katrina Church, head of client engagement at Insurance People, has seen it all in her 25 years in the industry. When it comes to FMA monitoring visits—something that sends shivers down many advisors’ spines—she’s got a clear take. Yes, they can feel daunting, but they’re also a golden opportunity for firms to take a hard look at their operations and sharpen up.

“Keep your cool, stay on top of things, and treat the FMA visit as your moment to prove you’re on the right track,” she told Philip Macalister in an interview on Good Returns TV.

Breaking down the FMA process, Church says it starts with a letter from the regulator, followed by a detailed list of documents you’ll need to prepare. “If you’re not ready, you’re in for a tough time,” she told GRTV. “Everything needs to be sorted beforehand.”

Her team’s own experience with an FMA visit taught them plenty. “It opened our eyes to things we could do better,” she says. Strong governance and clear rules for replacing business practices turned out to be non-negotiable. Beyond that, Katrina urges advisers to zero in on what matters: delivering real value and standing up for clients, especially when claims hit a snag.