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Evidence · Car insurance

Every question, every answer, every source

Explore all 183 car-insurance questions and the 728 answers saved on 11 October 2026. Read the original responses and download the tables behind the study’s comparisons, sources, sentiment and factual checks.

questions
183
answers saved, of 732 planned
728
consumer situations
12
named regions
16
AI platforms
4

01

Every question, with its answers

Each question went to the four AI platforms. All were collected with a New Zealand setting. Open a question to read every captured answer in full.

Showing 20 of 183 questions

Show all 183

02

The tables behind the study

Every figure on the study page comes from these tables. They are CSV files, which open in any spreadsheet.

  • Questions

    questions.csv

    One row per question, with its exact saved wording.

    Question ID, source references, question, consumer situation, named regions, question group and collection setting

    183rows

    Download questions (CSV)

  • Answers

    answers.csv

    One row per captured answer, with its full text.

    Answer ID, question ID, platform, collection setting, consumer situation, named regions and full answer

    728rows

    Download answers (CSV)

  • Sources by answer

    sources.csv

    One row per website recorded as a source of an answer.

    Answer ID, question ID, assistant, collection setting, website and publisher type

    4,213rows

    Download sources by answer (CSV)

  • Checks against primary sources

    checks.csv

    One row per stated assertion checked, for one platform.

    Check, question and answer IDs, assistant, exact passage, verdict, primary-source finding, URL and date

    96rows

    Download checks against primary sources (CSV)

  • Consumer recommendation coding

    consumer-recommendation-coding.csv

    One row per reviewed provider role in a consumer-selection answer.

    Answer ID, question ID, consumer, platform, provider, role, counted recommendation, exact passage and conditions

    301rows

    Download consumer recommendation coding (CSV)

  • Consumer selection membership

    consumer-selection-membership.csv

    One row per answer in the matched consumer-selection comparison.

    Answer ID, question ID, consumer, platform, question group and full text; the same twelve questions per platform

    48rows

    Download consumer selection membership (CSV)

  • Ongoing support coding

    support-coding.csv

    One row per reviewed named-provider role in an eligible support answer.

    Answer ID, question ID, consumer, platform, provider, role, support-preference decision and exact passage

    49rows

    Download ongoing support coding (CSV)

  • Ongoing support membership

    support-membership.csv

    One row per answer in the actual consumer-support group.

    Answer ID, question ID, consumer, platform, question group and full text; acquisition validation is excluded

    32rows

    Download ongoing support membership (CSV)

  • Regional recommendation coding

    regional-recommendation-coding.csv

    One row per reviewed provider role in a region-named selection answer.

    Answer ID, question ID, named consumer region, platform, provider, recommendation decision and exact passage

    440rows

    Download regional recommendation coding (CSV)

  • Regional selection membership

    regional-selection-membership.csv

    One row per answer in the matched regional comparison.

    Answer ID, question ID, named consumer region, platform and equal-comparison membership; sixteen questions per platform

    64rows

    Download regional selection membership (CSV)

  • Insurer sentiment

    insurer-sentiment.csv

    One row per unique saved claim about an insurer in a selection answer.

    Claim, question and answer IDs, insurer, saved stance, exact passage and original-answer offsets

    1,926rows

    Download insurer sentiment (CSV)

  • Recorded source URLs

    source-urls.csv

    One row per recorded answer, website and URL association.

    Answer ID, question ID, platform, website, URL, source records and presence in the captured answer text

    6,056rows

    Download recorded source urls (CSV)

Use these tables to trace findings back to the original questions and answers. The full text of each answer is also on this page, under its question.

03

Read in full and checked

Some answers were read in detail or checked against official sources. Those appear on the study page, beside the findings they support.

ChatGPT · New Zealand

My car insurance claim was declined. Who can I complain to?

In New Zealand, if your car insurance claim has been declined and you believe the decision is unfair, you can complain to your insurer first, then escalate to an independent financial dispute resolution service for free. A declined insurance claim is a recognised type of complaint these services can investigate. Car insuranceWhat can we help with?

Who can you complain to?

1. Your insurer's complaints team

Start here if you haven't already made a formal complaint.

  • Ask for the specific policy wording and reasons used to decline your claim.
  • Explain why you disagree, referring to your policy and any evidence that supports your claim.
  • State what outcome you want, such as having the claim accepted and your repair costs covered.
  • Ask for a written final response if the insurer will not change its decision.

The Insurance Council of New Zealand says insurers should acknowledge formal complaints within five business days and respond within 10 business days under the Fair Insurance Code. If the dispute remains unresolved, the insurer should explain how to escalate it. How to Make an Insurance Complaint (NZ)Making a complaint about your financial service provider

2. The Insurance & Financial Services Ombudsman (IFSO)

The Insurance & Financial Services Ombudsman Scheme is a good place to start if your insurer has rejected your formal complaint and your insurer belongs to its scheme.

  • Phone: 0800 888 202
  • Website: ifso.nz
  • Cost: Free for consumers.

IFSO independently investigates complaints about its member insurers and financial service providers. Check that your insurer is a member before applying. Insurance & Financial Services Ombudsman SchemeResolving disputes and claims

3. Financial Services Complaints Ltd (FSCL)

Another independent service is Financial Services Complaints Ltd. It specifically handles insurance claim disputes for providers that belong to its scheme.

  • Phone: 0800 347 257
  • Website: fscl.org.nz
  • Cost: Free for consumers.

You can contact FSCL even if you're unsure which scheme your insurer belongs to; it can help direct you to the right service. FAQsMake a complaint

Other providers may belong to the Financial Dispute Resolution Service (FDRS). You can check your policy documents or ask your insurer which scheme it belongs to. Making a complaint about your financial service provider

What should you do next?

  1. Get the insurer's refusal letter and the policy wording.
  2. Lodge a formal complaint with the insurer if you haven't already.
  3. If the insurer maintains its decision, contact its external dispute resolution scheme.
  4. Keep copies of photographs, repair estimates, emails, police reports (if applicable), and other supporting evidence.

If the dispute remains unresolved after the external process, the Disputes Tribunal or courts may be options, depending on your circumstances. Car insuranceMaking a complaint about your financial service provider

I can help you work out your best next step

Which insurance company declined your claim? If you tell me its name and, briefly, why it declined the claim (for example, an alleged policy exclusion, an undisclosed modification, or disagreement about who caused the accident), I can help you identify the appropriate complaints service and explain how to challenge the decision.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

My car insurance claim was declined. Who can I complain to?

If your car insurance claim has been declined in New Zealand, you have a clear, structured path to challenge the decision. You do not have to accept the initial rejection if you believe it is unfair or incorrect.

Step 1: Request a Formal Decline Letter

Before complaining, ensure you have the decision in writing. Ask your insurer for a formal decline letter that specifies:

  • The exact reason for the refusal.
  • The specific policy clause, exclusion, or condition they are relying on.
  • Any evidence or reports they used to reach their conclusion.

Step 2: Use the Insurer’s Internal Dispute Resolution (IDR)

By law under the Financial Services Complaints Code, all New Zealand insurers must have an internal complaints process:

  • What to do: Contact your insurer's internal complaints team (not just the claims officer who turned you down). Submit a formal request for a review, pointing out why you disagree and providing any missing context or evidence.
  • Cost: Free.
  • Outcome: The insurer will investigate and issue a "deadlock letter" or final decision if they refuse to change their stance.

Step 3: Escalate to an Independent Dispute Resolution Scheme (Free Ombudsman)

If your insurer's internal review still upholds the decline and you remain unsatisfied, you can take your complaint to an External Dispute Resolution (EDR) scheme. Every licensed insurer in New Zealand belongs to one of two approved schemes:

  1. Insurance & Financial Services Ombudsman (IFSO) Scheme:

    • Covers many major general insurers.
    • Cost: Completely free for consumers.
    • Binding: If the Ombudsman rules in your favor, the decision is binding on the insurer (though you can still choose to go to court if you disagree).
    • Contact: ifso.nz | 0800 888 202

  2. Financial Services Complaints Limited (FSCL):

    • An alternative approved dispute resolution scheme depending on which service your insurer is registered with.
    • Cost: Free for consumers.
    • Contact: fscl.org.nz | 0800 347 257

(Check your insurance policy document or your insurer's website to see whether they belong to IFSO or FSCL).

Step 4: Legal Action (Last Resort)

If the dispute falls outside the financial limits of the Ombudsman schemes or you are unhappy with their determination, your final option is to take the matter to the Disputes Tribunal (for smaller claims within financial limits) or the District/High Court. Legal action can incur costs, so it is typically reserved as a last resort after exhausting the free Ombudsman channels.

Would you like help drafting an internal complaint letter to your insurance company?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

My car insurance claim was declined. Who can I complain to?

AI Overview

If your car insurance claim has been declined in New Zealand, you must first follow your insurance company's internal complaints process. If they maintain their decision and issue a final "deadlock letter", you can then escalate the dispute for free to an approved external dispute resolution scheme.

Follow this official step-by-step process to challenge the declined claim:

Step 1: Formal Internal Complaint

Before any external agency can help, you must give your insurer the chance to fix the issue.

  • Request the reason in writing: Ask your insurer for the precise policy clause or exclusion they are using to decline the claim.

  • Lodge a formal complaint: Submit a written complaint to your insurer's internal complaints or "customer resolutions" department.

  • Gather evidence: Provide any relevant evidence that counters their reason, such as photos, mechanic reports, or bank statements.

  • Timeframe: Under the New Zealand Fair Insurance Code, insurers must acknowledge your complaint within 5 business days and have up to 2 months to reach a final resolution.

Step 2: Escalate to an External Dispute Resolution Scheme

If your insurer rejects your internal complaint, or if 2 months pass without a resolution, request a formal "deadlock letter". By law, every insurance provider in New Zealand must belong to one of the following independent, government-approved schemes, which are entirely free for consumers :

Scheme Contact Information Details
Insurance & Financial Services Ombudsman (IFSO) IFSO Website • 0800 888 202 The most common scheme for major retail insurers (e.g., AA Insurance, State, AMI, IAG).
Financial Services Complaints Ltd (FSCL) FSCL Website • 0800 347 257 An independent financial ombudsman service used by many specialized insurers and brokers.
Financial Dispute Resolution Service (FDRS) FDRS Website • 0508 337 337 Another approved scheme that resolves disputes with participating financial providers.

Note: You must lodge your external complaint within3 months of receiving your deadlock letter.

How do I know which scheme my insurer belongs to?

If you are unsure which scheme handles your provider, you can check:

  1. Your insurance policy document under the "Dispute Resolution" or "Complaints" section.

  2. The insurer's website complaints page.

  3. The official Financial Service Providers Register (FSPR).

If you would like to move forward, tell me which insurance company you are with and the reason they gave for declining the claim. I can help you draft a clear internal complaint letter.

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

My car insurance claim was declined. Who can I complain to?

If your car insurance claim has been declined in New Zealand , you must first complain directly to your insurance company’s internal dispute resolution or complaints department before escalating the matter externally.

Step 1: Internal Complaints Process with Your Insurer

  • Contact the Insurer: Ask for the decision and the specific reasons to be provided in writing.

  • Lodge a Formal Complaint: Tell them you want to make a formal complaint through their internal dispute process. By industry standards, they have up to 2 months to resolve the issue or issue a deadlock letter. [Insurance Council of New Zealand (ICNZ)+1]

Step 2: External Dispute Resolution Schemes

If your insurer upholds their decision or fails to resolve the complaint within 2 months, you can take your case to an independent, free dispute resolution scheme that your insurer belongs to. Check your policy document or your insurer's website to see which scheme they use:

  • Insurance and Financial Services Ombudsman (IFSO): You can contact the IFSO Scheme if your insurer is a participant, which handles free consumer dispute resolution.

  • Financial Services Complaints Limited (FSCL): Alternatively, your insurer may be registered with FSCL, another approved external ombudsman service for financial complaints. [Insurance Council of New Zealand (ICNZ)]

If you'd like, tell me:

  • The specific reason your insurer gave for declining the claim
  • The name of your insurance company

I can help you outline what evidence or points to raise in your dispute.

Ask anything

Captured 11 October 2026