# Someone to call

Home and contents insurance · Consumer profiles · P11

We prefer talking to a person rather than using an app.

[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-P11-H-01: Choosing cover

I want to speak to a person when arranging house insurance. Which channels provide meaningful advice?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/eed3c73d-08a3-43bd-a6f6-ba5bfd72d065.md)

### S-P11-H-02: Checking the details

I like speaking to a real person. Which house insurers will actually help me if I have a complicated claim?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/0abe2395-c912-4bba-be46-615706e94d9a.md)

### S-P11-H-03: Exploring options

When would a broker add value compared with direct house insurance?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/61ef14bd-7dc3-423c-8c91-d9873e465a12.md)

### S-P11-H-04: Buying and switching

How should I choose a house insurer if accessible phone service matters more than an app?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/9f6da014-00a9-48e3-b281-dadb7436d1a3.md)

### S-P11-C-01: Choosing cover

I prefer phone advice. Can I arrange and maintain contents insurance without online-only processes?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/043d3014-f355-4b04-9898-150a25590839.md)

### S-P11-C-02: Checking the details

How can I verify that a contents insurer will help me make a claim by phone?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/c8fd3bc9-423b-4b9e-bf85-15ca197e0235.md)

### S-P11-C-03: Exploring options

What's the difference between insurer service, broker assistance and bank sales support?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/0c8ffead-5307-44a5-98e4-79a0766de32c.md)

### S-P11-C-04: Buying and switching

How should human support affect my choice between otherwise similar contents quotes?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/4cb68e3a-c084-4741-a248-f7b9e76d027a.md)

### M-T04-H-P11: Comparing insurers

I prefer talking to a person instead of using an app. Which NZ house insurers should I look at?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/35d51c11-1458-44f7-8887-59db8b314935.md)

### M-T04-C-P11: Comparing insurers

I need an insurer who will help me over the phone. Which NZ contents insurers should I look at?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/84f3ab34-c1d4-48f5-9423-352add73c3dc.md)

### DP-P11-C-A: Buying and switching

I can't easily manage my bills online. Can I pay my contents insurance another way without it costing much more?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/cbc4398d-dda7-4afb-a219-6725b7f5fecc.md)

### DP-P11-H-K: Ongoing support

My house has water damage and the insurer keeps emailing forms I struggle to use. Can I ask for someone to help me make the claim?

[Read the captured answers](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/8da38852-c159-4aab-8dea-335240bf6804.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 |
| --- | --- | --- |
| AMI | 7 | 8 |
| AA Insurance | 7 | 8 |
| Tower | 6 | 8 |
| State | 6 | 8 |
| MAS | 4 | 8 |
| FMG | 4 | 8 |
| Westpac Insurance | 2 | 8 |
| BNZ Insurance | 2 | 8 |
| NZI | 1 | 8 |
| AMP | 1 | 8 |
| ANZ Insurance | 1 | 8 |
| ASB Insurance | 1 | 8 |

## Home insurance: which insurers AI recommended

4 captured answers to “I prefer talking to a person instead of using an app. Which NZ house insurers should I look at?”

| Topic | Insurer | Recommended or named answers | Collected answers | Positive claims | Neutral claims | Negative claims | Mixed claims |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Someone to call | AMI | 4 | 4 | 8 | 1 | 0 | 0 |
| Someone to call | AA Insurance | 3 | 4 | 8 | 2 | 0 | 0 |
| Someone to call | MAS | 3 | 4 | 6 | 1 | 0 | 0 |
| Someone to call | FMG | 3 | 4 | 7 | 0 | 0 | 0 |
| Someone to call | Tower | 2 | 4 | 2 | 1 | 0 | 1 |
| Someone to call | State | 2 | 4 | 3 | 2 | 1 | 0 |
| Someone to call | NZI | 1 | 4 | 1 | 0 | 0 | 0 |
| Someone to call | ANZ Insurance | 1 | 4 | 0 | 1 | 0 | 0 |
| Someone to call | Westpac Insurance | 1 | 4 | 0 | 1 | 0 | 0 |
| Someone to call | ASB Insurance | 1 | 4 | 0 | 1 | 0 | 0 |
| Someone to call | BNZ Insurance | 1 | 4 | 0 | 1 | 0 | 0 |

## Contents insurance: which insurers AI recommended

4 captured answers to “I need an insurer who will help me over the phone. Which NZ contents insurers should I look at?”

| Topic | Insurer | Recommended or named answers | Collected answers | Positive claims | Neutral claims | Negative claims | Mixed claims |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Someone to call | Tower | 4 | 4 | 0 | 6 | 0 | 1 |
| Someone to call | AA Insurance | 4 | 4 | 6 | 8 | 0 | 0 |
| Someone to call | State | 4 | 4 | 2 | 8 | 0 | 0 |
| Someone to call | AMI | 3 | 4 | 6 | 3 | 0 | 0 |
| Someone to call | MAS | 1 | 4 | 1 | 1 | 0 | 0 |
| Someone to call | FMG | 1 | 4 | 2 | 1 | 0 | 0 |
| Someone to call | AMP | 1 | 4 | 0 | 2 | 0 | 0 |
| Someone to call | Westpac Insurance | 1 | 4 | 1 | 0 | 0 | 0 |
| Someone to call | BNZ Insurance | 1 | 4 | 1 | 1 | 0 | 0 |

## The recommendations and the reasons behind them.

Home insurance: AMI was recommended in 4 of 4 answers; AA Insurance was recommended in 3 of 4 answers; FMG was recommended in 3 of 4 answers; MAS was recommended in 3 of 4 answers; State was recommended in 2 of 4 answers.

Contents insurance: AA Insurance was recommended in 4 of 4 answers; State was recommended in 4 of 4 answers; Tower was recommended in 4 of 4 answers; AMI was recommended in 3 of 4 answers; AMP was recommended in 1 of 4 answers.

The ongoing-support group contains 4 saved answers about an existing policy or claim. None prefers a named insurer to provide that support.

ChatGPT: “Good to consider if you want a direct insurer rather than going through a bank or broker.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/35d51c11-1458-44f7-8887-59db8b314935.md) · Answer ID: ee4dcd40-a031-4f1a-9712-e8deffd4dc3c

Gemini: “These companies allow you to easily buy, amend, or discuss your policy entirely over the phone, and they also feature callback request forms if you prefer not to wait on hold.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/35d51c11-1458-44f7-8887-59db8b314935.md) · Answer ID: ada10755-fdeb-4c2a-bbbf-5c1acba81332

Google AI Mode: “AMI operates a large network of local retail stores throughout New Zealand alongside a direct phone line where you can talk to representatives about tailoring a house policy.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/35d51c11-1458-44f7-8887-59db8b314935.md) · Answer ID: 60f5ed69-4a70-4dd6-8c95-caa9eabc2813

AI Overviews: “* **AMI:** Though its parent company (IAG) has faced mixed customer satisfaction reviews overall, AMI maintains a massive traditional presence in New Zealand with a robust 0800 phone network for those who prefer direct verbal communication.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/35d51c11-1458-44f7-8887-59db8b314935.md) · Answer ID: 50f237d6-d9ba-41b5-a817-495a04823200

ChatGPT: “For a phone-first experience, I’d start by calling **AA Insurance, AMI, and State** and judging how easy it is to get a clear answer before buying.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/84f3ab34-c1d4-48f5-9423-352add73c3dc.md) · Answer ID: 7be72aad-2eb6-4506-9a6b-70d0aa03baed

Gemini: “Frequently rated highly for customer service and telephone interactions.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/84f3ab34-c1d4-48f5-9423-352add73c3dc.md) · Answer ID: 625ae1cb-f87d-4cb0-9dec-ca050d719c72

Google AI Mode: “* AMI Insurance: Another widely used nationwide insurer with phone lines for general policies and claims.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/84f3ab34-c1d4-48f5-9423-352add73c3dc.md) · Answer ID: 5d0d2e7a-5d36-424e-8c51-4968a5add05f

AI Overviews: “**AA Insurance** and **AMI Insurance** are the best options if phone support is your top priority.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/84f3ab34-c1d4-48f5-9423-352add73c3dc.md) · Answer ID: ba4f83c7-ef78-4781-b2cc-2f98854af16f

ChatGPT: “Yes — you can absolutely ask your insurer for help making your water-damage claim in New Zealand. You do not have to struggle through online forms on your own.”

[Read the answer](https://nzbrands.ai/research/insurance/home-contents-insurance/editions/1/questions/8da38852-c159-4aab-8dea-335240bf6804.md) · Answer ID: 1bb35967-d4e9-418a-9e81-39b4b35a513e

## 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 | 10 |
| consumerprotection.govt.nz | 7 |
| mas.co.nz | 5 |
| naturalhazards.govt.nz | 5 |
| nzi.co.nz | 5 |
| ami.co.nz | 4 |
| tower.co.nz | 4 |
| aa.co.nz | 3 |
| bnz.co.nz | 3 |
| fma.govt.nz | 3 |

### Gemini

| Website | Answers with this website recorded |
| --- | --- |
| state.co.nz | 4 |
| tower.co.nz | 3 |
| ami.co.nz | 2 |
| asb.co.nz | 2 |
| fmg.co.nz | 2 |
| aainsurance.co.nz | 1 |
| amp.co.nz | 1 |
| bestlifeinsurance.co.nz | 1 |
| bufferinsurance.co.nz | 1 |
| cab.org.nz | 1 |

### Google AI Mode

| Website | Answers with this website recorded |
| --- | --- |
| aainsurance.co.nz | 6 |
| consumer.org.nz | 5 |
| state.co.nz | 4 |
| ami.co.nz | 3 |
| theinsurancecollective.co.nz | 2 |
| abacusgroup.co.nz | 1 |
| anz.co.nz | 1 |
| asb.co.nz | 1 |
| consumerprotection.govt.nz | 1 |
| facebook.com | 1 |

### AI Overviews

| Website | Answers with this website recorded |
| --- | --- |
| state.co.nz | 8 |
| aainsurance.co.nz | 6 |
| ami.co.nz | 6 |
| insurspy.co.nz | 6 |
| tower.co.nz | 6 |
| moneyhub.co.nz | 4 |
| westpac.co.nz | 4 |
| bnz.co.nz | 3 |
| insurancebusinessmag.com | 3 |
| amp.co.nz | 2 |

A website counts once per answer, however many times the answer used it. 45 of 48 answers have recorded sources.

[Previous: After a difficult claim](https://nzbrands.ai/research/insurance/home-contents-insurance/consumers/p10)

[Next: Managing insurance online](https://nzbrands.ai/research/insurance/home-contents-insurance/consumers/p12)