# After a difficult claim Home and contents insurance · Consumer profiles · P10 Our previous insurance claim was difficult and we want better support. [Back to the study](https://nzbrands.ai/research/insurance/home-contents-insurance#situations) | Measure | Value | | --- | --- | | questions | 12 | | captured answers | 48 | | AI platforms | 4 | | collected | 11 October 2026 | ## Read what this household asked. ### S-P10-H-01: Checking the details My last home insurance claim was really stressful. Which insurers are better to deal with when something goes wrong? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/3afac618-6574-4ddd-b48f-bd226b8f74ad.md) ### S-P10-H-02: Checking the details Where can I find trustworthy information about how house insurers handle complaints? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/ef360f3b-c61b-4fd4-95c2-b8c0f14bae21.md) ### S-P10-H-03: Ongoing support If another home claim is rejected, what complaint and external review options exist in NZ? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/7b1d04da-56c3-4c82-8e0e-2a7926471f47.md) ### S-P10-H-04: Buying and switching Given my past claim problems, how should I prioritise service over the lowest house premium? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/31b98d6a-dc1e-44d8-b65a-c73ab7cfd9d9.md) ### S-P10-C-01: Checking the details My previous contents claim was badly handled. What claims questions should I ask a new insurer? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/c1d6097e-ba32-4029-b7e3-49aed9a82b50.md) ### S-P10-C-02: Checking the details My last contents insurer was terrible when I claimed. How do I find out if another company is any better? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/37fb0035-fd80-4a98-b572-8ab53834fbc6.md) ### S-P10-C-03: Ongoing support How can I challenge a dispute about replacement value or proof of ownership? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/f9fdd463-18ab-4761-b8e6-7b824887b693.md) ### S-P10-C-04: Buying and switching I'm worried about making another contents claim. What should I look for before choosing a new insurer? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/77cf29f9-1197-4bb1-be63-7b0c5a29f86b.md) ### M-T04-H-P10: Comparing insurers My last house insurance claim was a nightmare. Which NZ house insurers should I look at? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/46b34c95-b85a-48ba-9401-50a0a18fff4a.md) ### M-T04-C-P10: Comparing insurers I had a bad experience with a contents claim. Which NZ contents insurers should I look at? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/2519f007-a2a2-439d-b1f0-83e72889b37e.md) ### DP-P10-H-A: Buying and switching Our insurer increased our house premium and excess after we made a claim. Can we move to another insurer without losing cover? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/17b9cb5e-a40a-4420-98f5-36bdfc2545e7.md) ### DP-P10-C-V: Choosing cover Our last contents claim was rejected because of a limit we didn't know about. How can we check whether a new policy has the same catch? [Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/5435068f-311e-4674-a2f0-352ae4b09c50.md) ## Which insurers AI recommended to this household Across 4 home and 4 contents selection answers. The separate product comparisons follow below. | Insurer | Answers | Total | | --- | --- | --- | | Tower | 8 | 8 | | AA Insurance | 8 | 8 | | MAS | 7 | 8 | | FMG | 7 | 8 | | AMI | 5 | 8 | | State | 5 | 8 | | Initio | 3 | 8 | | Trade Me Insurance | 1 | 8 | | Cove | 1 | 8 | ## Home insurance: which insurers AI recommended 4 captured answers to “My last house insurance claim was a nightmare. Which NZ house insurers should I look at?” | Topic | Insurer | Recommended or named answers | Collected answers | Positive claims | Neutral claims | Negative claims | Mixed claims | | --- | --- | --- | --- | --- | --- | --- | --- | | After a difficult claim | Tower | 4 | 4 | 6 | 4 | 1 | 0 | | After a difficult claim | AA Insurance | 4 | 4 | 4 | 2 | 0 | 0 | | After a difficult claim | MAS | 4 | 4 | 15 | 3 | 1 | 0 | | After a difficult claim | FMG | 4 | 4 | 11 | 1 | 0 | 0 | | After a difficult claim | AMI | 3 | 4 | 3 | 4 | 3 | 0 | | After a difficult claim | State | 3 | 4 | 2 | 5 | 3 | 0 | | After a difficult claim | Initio | 2 | 4 | 4 | 1 | 0 | 0 | | After a difficult claim | Trade Me Insurance | 1 | 4 | 0 | 1 | 0 | 0 | ## Contents insurance: which insurers AI recommended 4 captured answers to “I had a bad experience with a contents claim. Which NZ contents insurers should I look at?” | Topic | Insurer | Recommended or named answers | Collected answers | Positive claims | Neutral claims | Negative claims | Mixed claims | | --- | --- | --- | --- | --- | --- | --- | --- | | After a difficult claim | Tower | 4 | 4 | 8 | 3 | 0 | 0 | | After a difficult claim | AA Insurance | 4 | 4 | 8 | 2 | 0 | 0 | | After a difficult claim | MAS | 3 | 4 | 10 | 1 | 0 | 1 | | After a difficult claim | FMG | 3 | 4 | 8 | 0 | 0 | 0 | | After a difficult claim | AMI | 2 | 4 | 3 | 2 | 0 | 0 | | After a difficult claim | State | 2 | 4 | 3 | 4 | 0 | 0 | | After a difficult claim | Initio | 1 | 4 | 0 | 2 | 0 | 0 | | After a difficult claim | Cove | 1 | 4 | 1 | 1 | 0 | 0 | ## The recommendations and the reasons behind them. Home insurance: AA Insurance was recommended in 4 of 4 answers; FMG was recommended in 4 of 4 answers; MAS was recommended in 4 of 4 answers; Tower was recommended in 4 of 4 answers; AMI was recommended in 3 of 4 answers. Contents insurance: AA Insurance was recommended in 4 of 4 answers; Tower was recommended in 4 of 4 answers; FMG was recommended in 3 of 4 answers; MAS was recommended in 3 of 4 answers; AMI was recommended in 2 of 4 answers. The ongoing-support group contains 8 saved answers about an existing policy or claim. None prefers a named insurer to provide that support. ChatGPT: “| Tower Insurance | Has performed strongly in some home insurance comparisons and awards, including Canstar’s home & contents insurer recognition. [Canstar](https://www.canstar.co.nz/home-contents-insurance/awards/?utm_source=chatgpt.com) | Compare their claims process and settlement approach with alternatives, especially if you’ve had a poor prior experience. |” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/46b34c95-b85a-48ba-9401-50a0a18fff4a.md) · Answer ID: f49310b8-5199-4e79-9bcc-3622fda77394 Gemini: “Has won multiple industry awards (including Canstar’s Insurer of the Year).” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/46b34c95-b85a-48ba-9401-50a0a18fff4a.md) · Answer ID: cd6f323f-74a5-4c4d-b2a1-82da37cd14ea Google AI Mode: “Known for a digital-first, flexible approach and a fixed-cap sum-insured model.” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/46b34c95-b85a-48ba-9401-50a0a18fff4a.md) · Answer ID: 1834d330-6010-4b96-a489-fe013a96c98f AI Overviews: “Named Canstar’s Home & Contents Insurer of the Year for their digital tools and budget options.” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/46b34c95-b85a-48ba-9401-50a0a18fff4a.md) · Answer ID: 74aa7ac0-8e81-475f-8bf2-6a6c331cf4c6 ChatGPT: “Worth including as another quote, particularly if you want to compare different cover options and policy limits.” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/2519f007-a2a2-439d-b1f0-83e72889b37e.md) · Answer ID: fa2b3ad5-1789-4e84-8bfb-8a6110751020 Gemini: “* **Tower:** Known for comprehensive policy wording and modern digital claim-tracking features. They perform well in risk assessment and have put a strong focus on simplifying customer interactions following a claim.” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/2519f007-a2a2-439d-b1f0-83e72889b37e.md) · Answer ID: 4071c171-e62a-4ca8-92f8-b88fc1012ef1 Google AI Mode: “providing robust optional allowances (like sustainable rebuild extras or specific item limits).” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/2519f007-a2a2-439d-b1f0-83e72889b37e.md) · Answer ID: 0b6070e7-f68e-4cc9-a2c1-7623f5b76f6e AI Overviews: “Tower stands out for its digital claims experience and competitive pricing, driven by high-tech address-level risk assessments.” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/2519f007-a2a2-439d-b1f0-83e72889b37e.md) · Answer ID: 60c5304a-a6a5-48a3-9c84-42427df346ab ChatGPT: “If another home insurance claim is rejected in New Zealand, you can challenge the decision through your insurer’s formal complaints process and, if necessary, seek independent external review. A second rejection does not automatically mean you have run out of options. The key is to understand why the claim was declined, what evidence supports your position, and which dispute-resolution service covers your insurer.” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/7b1d04da-56c3-4c82-8e0e-2a7926471f47.md) · Answer ID: cd267839-f5db-4517-84ef-42f85537ba5d ChatGPT: “In New Zealand, you can challenge a dispute over replacement value or proof of ownership by asking the insurer, claims handler, or other party to explain their decision in writing, providing evidence to support your position, and escalating the complaint if they refuse to reconsider.” [Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/f9fdd463-18ab-4761-b8e6-7b824887b693.md) · Answer ID: 36d65902-b1c7-4722-81f0-489556f6883f ## Where the answers to this household came from The websites each assistant drew on, and what kind of publisher they are. Pick a question group to compare the websites. ### ChatGPT | Website | Answers with this website recorded | | --- | --- | | consumer.org.nz | 9 | | consumerprotection.govt.nz | 9 | | icnz.org.nz | 8 | | govt.nz | 6 | | fma.govt.nz | 5 | | mas.co.nz | 5 | | nzcrs.govt.nz | 5 | | ombudsman.parliament.nz | 5 | | fscl.org.nz | 4 | | ifso.nz | 4 | ### Gemini | Website | Answers with this website recorded | | --- | --- | | canstar.co.nz | 5 | | quotehub.co.nz | 4 | | aainsurance.co.nz | 3 | | cab.org.nz | 3 | | consumerprotection.govt.nz | 3 | | insurancebusinessmag.com | 3 | | insurspy.co.nz | 3 | | moneyhub.co.nz | 3 | | ifso.nz | 2 | | aon.co.nz | 1 | ### Google AI Mode | Website | Answers with this website recorded | | --- | --- | | ifso.nz | 4 | | canstar.co.nz | 3 | | consumer.org.nz | 3 | | icnz.org.nz | 3 | | fscl.org.nz | 2 | | insurancebusinessmag.com | 2 | | aainsurance.co.nz | 1 | | consumerprotection.govt.nz | 1 | | fmg.co.nz | 1 | | govt.nz | 1 | ### AI Overviews | Website | Answers with this website recorded | | --- | --- | | canstar.co.nz | 6 | | insurspy.co.nz | 6 | | consumer.org.nz | 5 | | aainsurance.co.nz | 4 | | mas.co.nz | 4 | | cab.org.nz | 3 | | icnz.org.nz | 3 | | ifso.nz | 3 | | moneyhub.co.nz | 3 | | quotehub.co.nz | 3 | A website counts once per answer, however many times the answer used it. 43 of 48 answers have recorded sources. 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