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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

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

Yes — car insurers can receive a substantial number of complaints, including about claim delays, declined claims, repair quality, excess payments and communication. But a large number of complaints doesn't automatically mean an insurer is bad, and a company with fewer complaints isn't necessarily better.

In New Zealand, the fairest way to compare car insurers is to look at complaints relative to the number of customers or claims, how serious the complaints are, how they're resolved, and what the policy actually covers.

1. Where to check complaints in New Zealand

  1. Insurance Council of New Zealand (ICNZ)

Best starting point for official complaint figures

Its published complaints data includes complaints investigated by independent dispute-resolution schemes, with outcomes recorded by insurer.

  1. Financial Markets Authority (FMA)

For conduct and claims-handling concerns

The FMA's insurance guidance explains your rights and what insurers are expected to do when treating customers fairly.

  1. Consumer NZ

For policy comparisons and customer research

Its car insurance buying guide and policy comparison service help you compare premiums, policy benefits and customer satisfaction.

2. What do the actual complaint figures show?

ICNZ's figures for the 2024 calendar year provide a useful example. Across participating insurers, the data recorded:

  • 1,194,042 insurance claims received across different types of insurance.
  • 243 complaints closed by external dispute-resolution schemes.
  • Of those complaints, 3 were upheld in the customer's favour, 194 in the insurer's favour, and 46 resulted in an agreed or partially resolved outcome. How to Make an Insurance Complaint (NZ)

Here are some figures for individual insurers.

Insurer Claims received Complaints closed
AA Insurance 209,026 10
IAG NZ 525,636 96
FMG 88,065 18
Tower 66,480 32
Vero 119,748 25
Hollard 91,725 50

Source: ICNZ complaints data, 2024. How to Make an Insurance Complaint (NZ)

Important limitations: these are not car-only complaints. They cover personal insurance, including house, contents, motor, travel and credit insurance. They also count only complaints that reached an external dispute-resolution scheme and received a decision, not all complaints made directly to insurers.

That means you cannot conclude from this table alone that one car insurer is better or worse than another. It is a useful screening tool, not a definitive ranking.

3. How to compare car insurers fairly

I would use five criteria, in this order.

  1. Compare the actual cover

Check whether each policy is comprehensive, third-party fire and theft, or third-party only. Then compare:

  • Agreed value versus market value if the car is written off.
  • Theft, vandalism, weather damage and accidental damage.
  • Windscreen cover, towing and hire-car benefits.
  • Whether you can choose your own repairer.
  • Exclusions, limits and any special theft excesses.

Two policies with similar names can offer different protection. Car insurance buying guideCar insurance

  1. Look at complaints and their outcomes

Give more weight to recurring problems involving claim handling, delays, poor communication or disputed decisions than to the raw number of complaints.

Where possible, compare the same period and the same type of insurance, and look for complaint rates relative to claims or customers. Also distinguish complaints upheld against an insurer from complaints where the insurer's decision was upheld.

  1. Check customer satisfaction and independent reviews

Look for research from Consumer NZ, recent customer surveys and reviews that describe an actual claim experience.

Read the details rather than relying on star ratings. A complaint about a premium increase is different from a complaint about an insurer refusing a claim.

  1. Compare the total cost, not just the premium

Get at least three quotes using the same vehicle details, drivers, cover type, insured value and excess. Check additional excesses for young drivers or theft, instalment fees and discounts that expire.

A cheaper policy may cost more when you need to claim. Car insurance buying guide

  1. Investigate the repair and claims process

Check who arranges repairs, whether approved repairs have a guarantee, whether a hire car is provided after an accident, and how the insurer communicates claim decisions.

These practical details can make a significant difference when something goes wrong. Car insurance buying guideInsurance companies have improved their processes but more to do in extreme events

4. A simple scorecard you can use

Once you have three or four quotes, assess each on the same criteria. This avoids letting the cheapest price or the loudest online complaints dominate your decision.

My recommendation

Start with ICNZ's complaint data, then use Consumer NZ's comparison research and obtain at least three like-for-like quotes. Treat complaint figures as a warning signal to investigate, rather than a league table.

For a more meaningful comparison, the key is to compare the insurers' car-specific claims experiences, policy wording and costs for your particular vehicle.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

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

Yes, car insurers receive a significant volume of complaints. Vehicle insurance consistently generates a high number of disputes and consumer enquiries in New Zealand—the Insurance & Financial Services Ombudsman (IFSO) Scheme, for instance, handles over 1,000 complaint enquiries annually regarding vehicle insurance alone. Common pain points include claims being declined (often due to non-disclosure, unroadworthy tires/WOF issues, or driver licence restrictions), disputes over payout amounts for total write-offs, and delays in repair times.

To cut through the marketing and compare car insurers fairly, use this step-by-step framework:

1. Compare "Like with Like" Cover Types

Don't just look at the price tag; make sure you are comparing the same tier of insurance:

  • Comprehensive: Covers damage to your own car, theft, fire, and legal liability for damage you cause to other people's property.
  • Third Party, Fire & Theft: Covers damage you cause to others, plus your own car if it’s stolen or catches fire.
  • Third Party Only: The bare minimum; only covers damage you cause to other people's vehicles or property.

2. Check Agreed Value vs. Market Value

  • Market Value: The insurer pays what the car is worth right before the accident. These policies are usually cheaper, but disputes often happen if you disagree with their valuation.
  • Agreed Value: You and the insurer lock in a set payout amount for the year. This provides certainty, though premiums are generally slightly higher.

3. Evaluate the Fine Print and Exclusions

The cheapest policy can often turn out to be the most expensive if a claim is denied. Review these details before committing:

  • Excess Amounts: Check the standard excess, and look out for extra penalties for young, inexperienced, or restricted licence drivers.
  • Named Driver vs. Any Driver: Policies restricted to named drivers are cheaper, but you won't be covered if someone else borrows your car in an emergency.
  • Added Perks: Check if things like windscreen glass cover, roadside assistance, or a rental car following an accident are included or cost extra.

4. Look at Independent Consumer Research

Before buying, check independent satisfaction ratings and award trackers (such as Consumer NZ’s insurance satisfaction survey or Canstar's car insurance star ratings). These platforms evaluate insurers based on real customer experiences, claims handling efficiency, and overall value rather than just upfront cost.

Are you currently trying to choose between a few specific car insurance providers, or are you looking at a renewal notice from your current insurer?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

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

AI Overview

Yes, car insurers in New Zealand do get a notable number of complaints, but context is highly important. Because major insurers cover hundreds of thousands of vehicles, they naturally generate a high volume of disputes. According to the Insurance Council of New Zealand (ICNZ), while millions of claims are successfully processed annually, hundreds of unresolved cases ultimately escalate to independent external dispute schemes each year.

The most common complaints usually stem from claims being declined (often due to policy exclusions or non-disclosure), disagreements over vehicle valuation (market value vs. agreed value), and processing delays.

How to Compare Car Insurers Fairly

To find out who actually treats customers well rather than just looking at the cheapest price, use these three independent, fair benchmarks:

1. Look at Independent Customer Satisfaction Awards

Instead of relying on online forums or selective Google reviews, look at trusted, structured consumer surveys:

  • Consumer NZ (People's Choice): Consumer NZ runs comprehensive satisfaction surveys. Mutual insurers like MAS (Medical Assurance Society) and FMG (Farmers Mutual Group) consistently score at the top for customer satisfaction, communication, and value.

  • Canstar Awards: Canstar NZ reviews insurers using two distinct lenses—the Most Satisfied Customers Award (frequently won by MAS) and the Outstanding Value Awards (which look closely at policy benefits relative to price, often featuring brands like AA Insurance, AMI, State, and Tower).

2. Check Financial Strength Ratings

A fair comparison includes an insurer's ability to pay out major claims. In New Zealand, insurers are legally required to display their Financial Strength Rating (such as A+, A, or A- from agencies like S&P or A.M. Best) on their websites. A higher rating means greater financial stability.

3. Compare Policy "Features" Over Price alone

When using real-time comparison tools like Quashed Market Scan or reviewing policies on Compare Insurance NZ, evaluate the policy details alongside the quote:

  • Excess Structures: Ensure you are comparing standard excesses equally. Check if the insurer adds extra excesses for drivers under 25 or unnamed drivers.

  • Policy Inclusions: Does the policy include automatic windscreen cover without excess, a courtesy car, or built-in roadside assistance?

  • Agreed Value vs. Market Value: An "Agreed Value" policy protects you from surprises by locking in exactly what the insurer will pay if your car is written off.

What to Do if You Have a Dispute

If you run into issues with an insurer, the fairness of the system is backed by law. Every New Zealand insurer must belong to a free, independent dispute resolution scheme. If you go through their internal complaints process and reach a "deadlock," you can take your case to the Insurance & Financial Services Ombudsman (IFSO) or Financial Services Complaints Ltd (FSCL) for a free, binding review.

If you are currently looking at a few specific policies, let me know which insurance brands you are deciding between or what specific coverage feature (like roadside assist or low excess) matters most to you, and I can help you break down the differences!

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Captured 11 October 2026

Google AI Mode · New Zealand

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

Do car insurers get lots of complaints?

Yes, general insurance—which includes motor vehicle claims—frequently generates a high volume of disputes and inquiries in New Zealand. According to data from the Insurance & Financial Services Ombudsman (IFSO) Scheme, general insurance makes up roughly two-thirds of all dispute sectors handled by the office, with motor vehicle insurance consistently representing a substantial portion (around 19% to 20% of disputes).

The primary triggers for car insurance complaints and disputes usually involve:

  • Non-disclosure or misrepresentation: Failing to declare vehicle modifications, driver history, or regular drivers.

  • Claim declinations or delays: Disagreements over whether an accident breaches policy terms (e.g., driving conditions, unroadworthy tires like smooth tread).

  • Valuation disputes: Mismatches between what a policyholder expects for a payout versus the assessed market value or agreed value terms.

  • Cost-of-living pressures: Rising premium costs have also heightened customer expectations and friction during the claims process.

How to compare car insurers fairly

Comparing car insurance policies requires looking past just the headline monthly or annual premium. To build an accurate, apples-to-apples comparison, evaluate options using these steps:

  1. Check the level of cover: Ensure you are comparing identical tiers—whether that is Comprehensive, Third Party Fire & Theft, or Third Party Only. For comprehensive policies, check whether they use market value or agreed value for your specific vehicle.
  2. Review the excess structure: Note the standard excess, and check for additional or hidden excesses (such as extra fees for young, inexperienced, or newly licensed drivers).
  3. Examine policy benefits and exclusions: Dig into the fine print for extras like emergency accommodation, towing/road-clearing costs, windscreen replacement limits, and rental car cover after an accident.
  4. Compare customer satisfaction and performance: Look at independent consumer resources such as Consumer NZ Car Insurance Guide to see how different brands score on customer service, claims handling, and overall satisfaction. [Consumer NZ]
  5. Get multiple quotes: Gather direct quotes from at least three different providers using matching driver details and vehicle profiles to see who offers the best balance of price and protection. [Consumer NZ]

If you'd like, let me know:

  • Your vehicle's make, model, and year
  • The type of cover you are looking for (Comprehensive vs. Third Party)

I can help outline what specific policy features and terms you should keep an eye out for.

Ask anything

Captured 11 October 2026