Every question, every answer, every source

If your car insurance claim has been declined because your insurer says you failed to disclose something, you can challenge that decision in New Zealand. The key is to establish exactly what they say you should have disclosed, what you were asked when you took out or renewed the policy, and whether that omission gives them a valid reason to decline your particular claim.

Don't assume the insurer is automatically right just because it has relied on non-disclosure. Equally, the outcome will depend on the facts, the policy wording and the disclosure rules that apply to your policy.

1. What to do first

• Ask for the decision in writing. Request the exact reason for declining the claim, including the policy clause and the legal basis they rely on.
• Ask what you allegedly failed to disclose. Was it a previous accident, a driving conviction, a modification to the car, another driver, a previous insurance refusal, or something else?
• Get the original application and renewal records. Ask for the questions you answered, your answers, and any call recordings, online application records or broker notes.
• Check whether the alleged omission relates to the claim. For example, if the insurer says you failed to disclose a vehicle modification, ask it to explain why that omission justifies declining this particular claim.
• Keep everything in writing. Save emails, letters, policy documents, photos, repair estimates and a timeline of what happened.

Avoid accepting the decision or admitting that you breached your disclosure obligations before you understand the insurer's reasoning.

2. Make a formal complaint

Send a complaint to the insurer's internal complaints team, not just the claims assessor. Explain why you dispute the decision and ask them to reconsider the refusal.

Your argument may be stronger if:

• The question on the application was unclear or didn't ask about the matter they now say you should have disclosed.
• You gave the information to a broker or representative and reasonably believed it had been passed on.
• The insurer already knew, or had information about, the matter.
• The alleged omission was accidental rather than deliberate.
• The insurer hasn't adequately explained why the omission justifies refusing the claim.

These are possible arguments, not automatic grounds for overturning a decision. New Zealand's consumer protection guidance specifically recommends challenging refused car insurance claims through the insurer's complaints team first. Car insuranceMaking a complaint about your financial service provider

3. Escalate if the insurer won't change its decision

If the insurer upholds its refusal, you can usually take the dispute to its independent financial dispute resolution scheme. This is generally free for consumers.

• Insurance & Financial Services Ombudsman (IFSO) — handles complaints about its member insurers. Phone 0800 888 202.
• Financial Services Complaints Limited (FSCL) — handles complaints about its members, including declined insurance claims.
• New Zealand Government guidance on financial service complaints — explains how to identify the correct scheme.

You can ask the insurer which scheme it belongs to. If the complaint cannot be resolved internally, the scheme can investigate whether the decision was fair and may be able to recommend or determine a different outcome, depending on its rules. Complain about your financial services providerWhat can we help with?Insurance & Financial Services Ombudsman Scheme

One important point about timing: New Zealand's Contracts of Insurance Act 2024 is scheduled to come into force on 15 November 2027, so it is not yet in force as of October 2026. The applicable legal rules may depend on when your policy was entered into or renewed. Contracts of Insurance Act 2024Contracts of Insurance Act 2024

4. A complaint letter you can use

Writing

Subject: Formal complaint — declined motor vehicle insurance claim

Dear Complaints Team,

I am writing to formally dispute the decision to decline my motor vehicle insurance claim, reference [claim number], on the grounds of alleged non-disclosure.

I request a formal review of this decision.

Please provide:

1. The specific information you allege I failed to disclose.
2. The exact question or policy requirement you say I failed to comply with.
3. Copies of the relevant application and renewal records, including any recorded answers and relevant communications.
4. The policy wording and legal basis relied upon to decline my claim.
5. An explanation of why the alleged non-disclosure justifies declining this particular claim and whether any alternative outcome has been considered.

I ask that you reconsider the decision in light of the full circumstances, including the information I provided when obtaining or renewing the policy and the circumstances surrounding the alleged omission.

Please treat this letter as a formal complaint under your internal complaints process. Please provide your written response, including the reasons for your decision and details of your external dispute resolution scheme if the matter remains unresolved.

I look forward to your response.

Kind regards,

[Your name]
[Policy number]
[Claim number]

Let's work out how strong your challenge might be

I can help you identify the most relevant arguments for your particular situation. What exactly does the insurer say you failed to disclose?

For example, was it a previous accident or claim, a driving conviction, a modification to your car, who the main driver was, or something else? If you can share the wording from the rejection letter, with personal details removed, I can help you work through it.