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If you're in New Zealand and disagree with an insurer, repairer, or another party about a car repair or a vehicle being written off, the most important thing is to create a clear, dated record of what happened, what was agreed, what you dispute, and what outcome you want.

Good documentation helps you preserve evidence, challenge an assessment or settlement, and escalate the matter if necessary.

1. Create a written record of the dispute

Start a single document or folder and include the following:

• Vehicle details: registration, make, model, year, and claim number, if applicable.
• People and organisations involved: insurer, repair shop, assessor, broker, and any other relevant party.
• Timeline: accident date, inspection dates, repair estimates, phone calls, settlement offers, and key decisions.
• The point of disagreement: explain exactly what you believe is wrong or unfair.
• Your evidence: quotes, invoices, photographs, assessment reports, emails, text messages, and relevant policy wording.
• Your requested outcome: for example, an independent reassessment, a repair using an agreed scope, a revised write-off valuation, or a corrected settlement amount.

Keep the original files, and make copies of important documents. After phone conversations, send a short email confirming what was discussed so there's a written record.

2. Document the specific disagreement

The strongest record separates facts from your opinion and identifies the evidence for each point.

Issue	What to document
Repair quality or scope	Photos, repair quote, invoice, parts used, defects, and any independent mechanic's report
Write-off decision	Assessor's report, estimated repair costs, vehicle value, salvage value, and reasons the car was declared uneconomic to repair
Settlement amount	Insurer's offer, excess and deductions, valuation method, and comparable vehicles for sale
Delays or poor communication	Dates of calls and emails, promises made, missed deadlines, and resulting costs
Disputed agreement	Exact wording of the offer or agreement, when it was made, and whether you accepted it

For a write-off valuation dispute, compare vehicles with similar age, make, model, variant, mileage, condition and features. Save dated screenshots or PDFs of comparable listings, rather than relying on a general claim that the offer is too low.

For repair disputes, ask for the repairer's findings and the insurer's assessment in writing. If the safety or quality of the repair is in question, obtain an independent inspection where practical.

3. Use a calm, factual complaint letter

Here is a template you can adapt and send to the insurer or repairer.

Writing

Subject: Formal dispute regarding vehicle repair / write-off settlement

Dear Claims Team,

I am writing to formally dispute the decision regarding the repair or settlement of my vehicle.

Vehicle and claim details

• Vehicle registration: [registration]
• Make and model: [vehicle]
• Claim number: [claim number]
• Date of incident: [date]

Summary of the dispute

On [date], I was advised that [describe the repair decision, write-off decision, or settlement offer].

I disagree with this decision for the following reasons:

1. [Explain the specific issue and relevant facts.]
2. [Identify the evidence supporting your position.]
3. [Explain any discrepancy in the repair assessment, valuation, deductions, or settlement calculation.]

I have attached the relevant supporting documents, including [list reports, photographs, quotations, invoices, correspondence, or comparable vehicle listings].

Resolution requested

I request that you:

• [Specify the action you want, such as an independent reassessment, revised valuation, or review of the repair work.]
• Provide the written reasons for the current decision, including the relevant calculations and supporting assessment reports.
• Confirm the next steps and your formal complaints process.

Please treat this correspondence as a formal complaint and respond in writing. If we cannot resolve the matter, please advise me of the appropriate external dispute resolution service.

I would appreciate a written response by [reasonable date].

I reserve my position regarding the disputed decision and any further options available to me.

Kind regards,

[Your name]
[Your contact details]

4. Keep an evidence log

A simple table makes it much easier to explain the dispute to a complaints team or an independent reviewer.

Date	Event or communication	Evidence	Follow-up needed
3 October	Assessor declared vehicle a write-off	Assessment report	Request valuation breakdown
5 October	Settlement offer received	Offer email	Compare market values
7 October	Disputed valuation by email	Sent email	Await written response

These dates are illustrative. Replace them with the actual dates and events in your case.

Keep records of any additional costs you are claiming, such as reasonable towing, storage, transport or hire-car expenses. Record the amount, date, receipt and why the expense arose. Whether those costs are recoverable depends on the policy, circumstances and applicable law.

5. Escalate the dispute in New Zealand

If the other party is an insurer, the usual next steps are:

1. Make a formal complaint to the insurer. Ask for its final position and written reasons, and retain proof of submission. New Zealand's Consumer Protection complaint guidance explains what to include. Making a complaint about your financial service provider
2. Contact the insurer's external dispute resolution scheme. Ask which scheme it belongs to; options include the Insurance & Financial Services Ombudsman Scheme and Financial Services Complaints Ltd. These schemes provide independent assistance, subject to their eligibility rules. Complain about your financial services providerThe Complaints Process
3. Consider other dispute options if necessary. Depending on the nature of the dispute and the amount involved, the Disputes Tribunal or another legal process may be appropriate. Check jurisdiction and any deadlines before proceeding. Get a final decision on a complaint

If your dispute is with a repairer rather than an insurer, the appropriate pathway may differ depending on whether the issue concerns workmanship, a contract, or insurance claim handling.

6. Let me help you document your actual dispute

The best wording depends on what the other party has done. Which situation most closely matches yours?

You don't need to share your registration, claim number, address or other identifying details to get help preparing the wording.