# After a frustrating claim

Car insurance · Consumer profiles · P10

I had a frustrating car insurance claim last year.

[Back to the study](https://nzbrands.ai/research/insurance/car-insurance#situations)

| Measure | Value |
| --- | --- |
| questions | 6 |
| captured answers | 24 |
| AI platforms | 4 |
| collected | 11 October 2026 |

## Read what this consumer asked.

### S-P10-M-01: Checking the details

My last car insurance claim was a nightmare. How do I find an insurer that's easier to deal with?

[Read the captured answers](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/9ea6fac2-9885-4ad8-8329-07ab7cce340a.md)

### S-P10-M-02: Checking the details

Do car insurers get lots of complaints, and how can I compare them fairly?

[Read the captured answers](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/d219fec5-077b-480a-8f77-88f2507b3058.md)

### S-P10-M-03: Ongoing support

What are my dispute options if a repair or write-off settlement seems wrong?

[Read the captured answers](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/c2de88bd-a995-40b5-a706-be56bb362ff1.md)

### S-P10-M-04: Buying and switching

Should I pay more for a motor insurer with better documented claims support?

[Read the captured answers](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/8a5e45ec-ddae-443e-a592-72f91822edde.md)

### M-T04-M-P10: Comparing insurers

I had a frustrating car insurance claim last year. Which NZ car insurers should I look at?

[Read the captured answers](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/d4515bcb-fe9f-4197-a156-45d2482640e3.md)

### DP-P10-M-K: Ongoing support

Our last car insurer hardly gave us updates during repairs. Can we ask a new insurer about claim updates and repair guarantees before signing up?

[Read the captured answers](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/a935c984-c34f-4a73-a0aa-cf4b8fa096e8.md)

## Which insurers AI recommended to a consumer who had a frustrating car insurance claim

The four answers to “I had a frustrating car insurance claim last year. Which NZ car insurers should I look at?”

| Insurer | Answers | Total |
| --- | --- | --- |
| AA Insurance | 4 | 4 |
| Cove | 4 | 4 |
| AMI | 3 | 4 |
| Tower | 3 | 4 |
| State | 3 | 4 |
| Trade Me Insurance | 2 | 4 |
| FMG | 2 | 4 |
| MAS | 2 | 4 |

## The insurer recommendations for a frustrating previous claim.

Select an insurer to compare its recommendations, sentiment and supporting passages across the four platforms.

| Topic | Insurer | Recommended or named answers | Collected answers | Positive claims | Neutral claims | Negative claims | Mixed claims |
| --- | --- | --- | --- | --- | --- | --- | --- |
| After a frustrating claim | AA Insurance | 4 | 4 | 13 | 2 | 0 | 0 |
| After a frustrating claim | Cove | 4 | 4 | 9 | 3 | 0 | 1 |
| After a frustrating claim | AMI | 3 | 4 | 5 | 2 | 2 | 0 |
| After a frustrating claim | Tower | 3 | 4 | 5 | 3 | 1 | 1 |
| After a frustrating claim | State | 3 | 4 | 7 | 3 | 2 | 0 |
| After a frustrating claim | Trade Me Insurance | 2 | 4 | 2 | 2 | 0 | 0 |
| After a frustrating claim | FMG | 2 | 4 | 6 | 0 | 0 | 0 |
| After a frustrating claim | MAS | 2 | 4 | 8 | 2 | 0 | 0 |

## Looking for better claims support.

AA Insurance and Cove appear in all four answers after a frustrating previous claim. AMI, State and Tower appear in three, while FMG and MAS each appear in two. AI Overviews explicitly puts MAS and FMG first for avoiding claims frustration; ChatGPT gives a different service comparison. The full passages explain emphasis that the tied frequency counts cannot capture.

ChatGPT: “- **AMI** — a mainstream option to investigate for comprehensive car insurance and claims support.”

[Read the answer](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/d4515bcb-fe9f-4197-a156-45d2482640e3.md) · Answer ID: 53ef5e2a-285e-4f39-8143-ba9e5978259c

Gemini: “As two of the country's largest direct insurers (underwritten by IAG), they offer straightforward online claim tracking, wide repairer networks, and predictable policy structures.”

[Read the answer](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/d4515bcb-fe9f-4197-a156-45d2482640e3.md) · Answer ID: 1d87682d-9f4c-4d63-8b79-cce22bf4ea71

Google AI Mode: “A long-established nationwide provider with a large network and a strong reputation for managing everyday vehicle claims reliably.”

[Read the answer](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/d4515bcb-fe9f-4197-a156-45d2482640e3.md) · Answer ID: fa7bb757-1e47-4906-a48a-c0a482e7c8a6

AI Overviews: “Exceeded strict benchmarks with an **88% overall satisfaction rating** from its members”

[Read the answer](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/d4515bcb-fe9f-4197-a156-45d2482640e3.md) · Answer ID: 0ada6c76-498e-4a48-b3e5-9a426af58a6b

ChatGPT: “Your options depend on whether the dispute concerns the repair quality, the decision to write off your vehicle, its pre-accident value, or the amount offered in settlement.”

[Read the answer](https://nzbrands.ai/research/insurance/car-insurance/editions/1/questions/c2de88bd-a995-40b5-a706-be56bb362ff1.md) · Answer ID: cd9179a8-ebed-463b-98d6-ac031dc5c847

## Where the answers to this consumer came from

The websites each assistant drew on, and what kind of publisher they are. Pick a question group to compare the websites.

### ChatGPT

| Website | Answers with this website recorded |
| --- | --- |
| consumerprotection.govt.nz | 5 |
| fma.govt.nz | 5 |
| consumer.org.nz | 4 |
| govt.nz | 4 |
| icnz.org.nz | 3 |
| canstar.co.nz | 2 |
| compare.org.nz | 2 |
| nzcrs.govt.nz | 2 |
| ombudsman.parliament.nz | 2 |
| aainsurance.co.nz | 1 |

### Gemini

| Website | Answers with this website recorded |
| --- | --- |
| consumer.org.nz | 3 |
| quashed.co.nz | 3 |
| glimp.co.nz | 2 |
| ifso.nz | 2 |
| aainsurance.co.nz | 1 |
| ami.co.nz | 1 |
| canstar.co.nz | 1 |
| disputestribunal.govt.nz | 1 |
| moneyhub.co.nz | 1 |
| timgunn.co.nz | 1 |

### Google AI Mode

| Website | Answers with this website recorded |
| --- | --- |
| consumer.org.nz | 6 |
| ifso.nz | 2 |
| aainsurance.co.nz | 1 |
| consumerprotection.govt.nz | 1 |
| cooneyleesmorgan.co.nz | 1 |
| fscl.org.nz | 1 |
| justice.govt.nz | 1 |
| laneneave.co.nz | 1 |
| mas.co.nz | 1 |
| ombudsman.parliament.nz | 1 |

### AI Overviews

| Website | Answers with this website recorded |
| --- | --- |
| consumer.org.nz | 4 |
| canstar.co.nz | 3 |
| aainsurance.co.nz | 2 |
| free2drive.co.nz | 2 |
| icnz.org.nz | 2 |
| ifso.nz | 2 |
| insurancebusinessmag.com | 2 |
| insurspy.co.nz | 2 |
| mas.co.nz | 2 |
| moneyhub.co.nz | 2 |

A website counts once per answer, however many times the answer used it. 21 of 24 answers have recorded sources.

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