If you are dissatisfied in any way with our service we want to know about it. We want to get it right for you.
We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.
Please contact Mark Lynch.
Phone: 027 5526757
Post: 39 Ruamoana Place, Omokoroa 3114
Your initial contact may be made:
- by telephone
- by email
- in person, or
- in writing.
What to expect
Excelins Life & Health is committed to resolving your complaint or dispute as quickly as possible, which is why your concern will be handled by a member of staff who has the necessary authority to deal with it effectively.
You may expect a written acknowledgement within three (3) working days after we receive your complaint and a written decision, together with an explanation for the decision within seven (7) working days.
We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.
If we cannot agree on a resolution you can contact our independent external dispute resolution scheme, Insurance & Financial Services Ombudsman Scheme (IFSO).
IFSO is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008.
Contact details for IFSO
Freephone: 0800 888 202
Phone: 04 499 7612
Post: PO Box 10-845, Wellington 6143, New Zealand
Physical: Level 2, Solnet House, 70 The Terrace, Wellington 6143, New Zealand
They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on us, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.