Every question, every answer, every source

A nightmare car insurance claim is a pretty good reason to reconsider your insurer. When you're dealing with an accident, the last thing you need is to spend hours chasing updates, repeating your story to different people, or arguing over what's covered.

My advice is to choose your next car insurer based on how well it handles claims, not just how cheap the premium is. A slightly more expensive policy can be worth it if the insurer communicates clearly, makes decisions promptly, and takes responsibility for moving your claim along.

In New Zealand, there are several practical ways to identify insurers that are easier to deal with before you commit.

1. Look at how insurers handle claims, not just their star ratings

Online reviews can be useful, but you need to look for patterns in people's experiences with claims rather than general satisfaction scores.

When researching New Zealand car insurers, look for reviews that mention:

• Communication: Did the insurer keep customers informed without being chased?
• Speed: How long did assessments, repairs, and settlements take?
• Ownership: Did one person manage the claim, or did customers have to explain everything repeatedly?
• Fairness: Were repair decisions and settlement amounts explained clearly?
• Problem-solving: When something went wrong, did the insurer fix it or leave the customer to sort it out?

Pay particular attention to negative reviews describing the same problem repeatedly. One unhappy customer doesn't necessarily indicate a bad insurer, but a recurring pattern of poor communication or delayed claims is worth taking seriously.

Also look at how the insurer responds to complaints. A thoughtful response that explains the next steps is more reassuring than a generic apology.

2. Which New Zealand insurers should you investigate?

I'd start by comparing three options rather than trying to research every insurer on the market.

• AA Insurance — A useful starting point because it won Canstar's 2025 Most Satisfied Customers Car Insurance Claims Award. The award was based on a survey of 1,110 customers across five car insurers. It is a positive signal, although it doesn't guarantee that every claim will go smoothly. Canstar
• MAS — Worth investigating if you value customer service and a more personal approach. MAS has received strong customer satisfaction recognition from Consumer NZ in its insurance surveys. Check its current eligibility requirements and policy options.
• FMG — Another option to investigate, particularly if you value a customer-focused insurer. FMG has also received Consumer NZ's People’s Choice recognition, although that recognition alone doesn't establish that it is best for every car insurance claim.

Consumer NZ's research is a useful independent starting point for comparing insurers' customer satisfaction. You can read its latest insurance satisfaction research. Different surveys measure different things, so I would prioritise research that specifically assesses car claims. Consumer NZ

My recommendation: Start with AA Insurance, MAS and FMG, then compare their actual policies and recent customer feedback. Treat them as candidates to investigate, not a definitive ranking of claims service.

3. Ask these five questions before buying a policy

This is where you can separate an insurer that sounds good from one that might genuinely be easier to deal with.

When contacting each insurer, ask:

1. Who will manage my claim? Will I have a dedicated claims handler or need to contact a general claims team each time?
2. How will you keep me updated? Do you provide progress updates by email, text or an online portal? Can I contact the person handling my claim directly?
3. How do you manage repairs? Do you organise everything with the repairer, or will I need to coordinate bookings, assessments and follow-ups?
4. What happens if something goes wrong? Can I escalate a delayed claim to a senior claims specialist? How does your complaints process work?
5. What happens if my car is written off? How do you calculate its value, explain your offer and handle disagreements?

Pay attention to how they answer.

If you get vague assurances such as "we pride ourselves on great service", ask for specifics. An insurer that can clearly explain its claims process before you buy is giving you something more useful than a marketing promise.

4. Check the policy details that can make a claim easier

Good service matters, but the policy itself can determine whether a claim becomes stressful.

Compare these features:

Feature	What to look for
Excess	An amount you could comfortably afford to pay after a claim.
Repair arrangements	Whether the insurer organises repairs and guarantees the workmanship.
Choice of repairer	Whether you can choose your own repairer or must use an approved network.
Replacement vehicle	Whether a courtesy car or rental vehicle is covered, and for how long.
Vehicle valuation	Whether the policy pays agreed value or market value, and how that amount is determined.
Claims communication	Whether you can track progress and contact the claims team easily.
Windscreen cover	Whether glass claims are covered separately and whether an excess applies.

Don't assume all comprehensive policies offer the same protection.

For example, Consumer NZ notes that insurers commonly direct customers to approved repairers, and some policies include guarantees on repairs performed through their networks. If being able to choose your own mechanic or panel beater matters to you, check the policy wording before signing up. Consumer NZ's car insurance guide

5. Look at complaints data, but interpret it carefully

New Zealand has a useful source that many people overlook: the Insurance Council of New Zealand's published complaints data.

Its complaints information includes decisions made by independent dispute resolution schemes, broken down by insurer.

However, there is an important catch: raw complaint numbers don't tell you which insurer provides the worst service. Larger insurers handle more claims, and the published figures cover personal insurance products beyond car insurance.

Use the data as one part of your research rather than a league table.

You can also read the Financial Markets Authority's July 2025 review of insurance claims processes. It highlights areas where insurers need to improve, including communication, oversight and complaints handling. Those are exactly the areas worth investigating after a frustrating claim.

6. Test their customer service before you commit

Here's a simple exercise that can tell you quite a lot.

Contact your three shortlisted insurers and send each the same question:

I'm reviewing my car insurance after having a very frustrating claims experience with my previous insurer. Good communication and a straightforward claims process are my priorities.

Could you explain how your claims process works, how customers receive updates, and what happens if a claim is delayed or a repair isn't satisfactory?

Then assess the experience.

• How quickly did they respond?
• Did they answer your questions directly?
• Did they explain the process in plain English?
• Were they helpful without pressuring you to buy?
• Could they explain how problems are escalated?

This isn't a perfect predictor of future claims service, but it gives you a practical way to compare how the companies treat you before they have your business.

One final precaution: don't cancel your existing policy until your new cover is confirmed and its start date is clear. Check any exclusions and conditions carefully, too.

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Let's narrow this down to what would suit you

I can help you build a more targeted shortlist of New Zealand insurers, rather than simply listing the biggest companies.

What was the most frustrating part of your last claim?

For example, was it:

• A. Endless chasing and poor communication.
• B. Delays getting the car assessed or repaired.
• C. Disputes over whether something was covered or how much they would pay.
• D. Difficulty getting hold of a real person or being passed between departments.
• E. A bit of everything.

Tell me which one fits best, and I'll focus on insurers and evidence most relevant to that particular problem.