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Evidence · Home and contents insurance

Every question, every answer, every source

Explore all 372 home and contents insurance questions and the 1,476 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
372
answers saved, of 1488 planned
1476
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 372 questions

Show all 372

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

    372rows

    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

    1,476rows

    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

    9,014rows

    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

    97rows

    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

    659rows

    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; twelve home and twelve contents selection questions, with missing captures preserved

    94rows

    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

    75rows

    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

    71rows

    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

    1,017rows

    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; four home and three contents platform answers per region

    112rows

    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

    3,828rows

    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

    13,048rows

    Download recorded source urls (CSV)

  • Matched consumer platform membership

    platform-membership.csv

    One row per answer in the identical-question platform comparison.

    Answer ID, question ID, product, consumer and platform; 22 identical questions per platform

    88rows

    Download matched consumer platform membership (CSV)

  • Matched regional platform membership

    regional-platform-membership.csv

    One row per answer in the identical-question regional platform comparison.

    Answer ID, question ID, product, region and platform; 31 identical questions per platform

    124rows

    Download matched regional platform membership (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

I had a bad experience with a contents claim. Which NZ contents insurers should I look at?

If you’ve had a bad experience with a contents claim, I’d look beyond the premium and focus on how an insurer handles claims, what it actually covers, and how it resolves disputes.

In New Zealand, I’d compare a mix of established insurers and direct-to-consumer options rather than automatically switching to the cheapest policy. The important thing is to find a policy whose wording and claims process give you more confidence next time.

NZ contents insurers worth comparing

These are a practical shortlist to investigate, not a ranking of claims performance. I wouldn’t assume any insurer will handle your next claim better without looking at the specific policy and complaint history.

AMI

Worth comparing for mainstream contents cover. Check its accidental-damage options, replacement terms and excesses.

Website: ami.co.nz

State

Another mainstream provider to quote against AMI. Compare limits for valuables, accidental loss and damage away from home.

Website: state.co.nz

AA Insurance

A useful alternative to compare on policy wording, excess flexibility and how claims are assessed and communicated.

Website: aainsurance.co.nz

Tower

Worth including as another quote, particularly if you want to compare different cover options and policy limits.

Website: tower.co.nz

Initio

An online-first option to investigate if you prefer managing things digitally. Check the current contents policy availability and claims contact arrangements.

Website: initio.co.nz

Cove

Another digital provider worth checking if you value online policy management and straightforward communication. Verify the current contents cover and exclusions before deciding.

Website: coveinsurance.co.nz

What I would compare before switching

What matters What to check
Accidental damage Is it included automatically, optional, or limited to certain events?
Replacement payouts Will they replace items with new equivalents or pay depreciated value?
Valuables Are jewellery, watches, bikes, phones and electronics subject to low item limits?
Claim handling Who assesses claims, how are delays explained, and how can you challenge a decision?
Excess What will you pay for each type of claim?
Disputes Which independent dispute resolution scheme handles complaints?

You can start with the current policy information from Tower, State and AA Insurance. For example, Tower lists accidental-damage cover with limits that vary by cover option, while State publishes a plain-language policy summary. Read the full wording, not just the headline benefits. Standard Contents Insurance QuoteContents Insurance | Compare, Quote & Buy OnlineContents Insurance Policy

How to judge claims service

I would not rely on online star ratings alone. Instead, look for evidence about complaint handling, the reasons claims are declined, and whether problems are resolved after escalation.

One useful point: you can ask for an internal review of a disputed claim, including having another assessor review the decision. If the complaint remains unresolved, you can escalate it to the independent dispute resolution scheme listed in your policy. InsuranceHome and contents insurance: How to make a claim

Let’s narrow the shortlist to your experience

What went wrong with your previous contents claim? That would help me suggest which insurers and policy features are most worth investigating.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

I had a bad experience with a contents claim. Which NZ contents insurers should I look at?

Having a difficult or stressful claims experience can make choosing your next provider a priority. In New Zealand, customer satisfaction and claims handling performance vary significantly between insurance brands.

Independent consumer research (such as Consumer NZ’s regular satisfaction surveys and industry awards) highlights several stand-out contents insurers known for reliable customer support and smoother claims management:

Top-Rated Insurers for Customer Satisfaction & Claims

  • MAS (Medical Assurance Society): Consistently ranks at the very top of Consumer NZ’s satisfaction surveys for house and contents insurance (frequently winning Consumer's "People's Choice" awards). While originally established for specific professionals, eligibility has broadened significantly, and they are widely praised for how they handle payouts and support.
  • FMG (Farmers Mutual Group): Another regular winner of Consumer NZ's People's Choice awards for general insurance. They score exceptionally well for communication, customer support, and fair claims processing.
  • AA Insurance: Frequently scores near the top for overall customer satisfaction and is often a front-runner in independent rankings (like Canstar and Consumer NZ). Policyholders generally report efficient, transparent communication during the claims process.
  • 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.

Key Questions to Ask When Comparing New Options

Since your primary goal is avoiding a repeat of a bad experience, look closely at these specific areas when getting quotes:

  • Accidental Damage vs. Fire & Theft: Ensure you are looking at a comprehensive or plus policy. Basic policies only cover major events like fire or burglary, whereas accidental damage covers everyday mishaps (e.g., dropping a laptop or spilling liquid on electronics).
  • Sum Insured vs. Declared Value: Make sure you understand how your contents are valued. Using online calculators (such as those provided by Cordell or Suncorp) helps prevent underinsuring, which can complicate claims.
  • Dispute Resolution Membership: Check that the insurer belongs to an approved external dispute resolution scheme, such as the Insurance and Financial Services Ombudsman (IFSO) scheme. This guarantees you have an independent, free avenue to challenge them if a future claim goes sideways.

Would you like to narrow down these options based on whether you are looking for specific policy extras (like portable item cover) or specific budget requirements?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

I had a bad experience with a contents claim. Which NZ contents insurers should I look at?

AI Overview

If you have had a frustrating experience handling a claim, shifting your focus to insurers that excel in customer satisfaction and claims management is the best way forward. In the New Zealand market, consumer satisfaction surveys and industry accolades consistently highlight a few standout providers.

The top New Zealand contents insurers to consider for a better claims experience include:

Top Rated for Customer Satisfaction

  • MAS (Medical Assurance Society): Consistently named a Consumer NZ People's Choice winner for ten consecutive years up to 2026. MAS frequently scores the highest overall satisfaction ratings for contents insurance (hitting around 80%) and is highly regarded by its members for offering smooth support during the claims process. Note: While historically restricted to medical professionals, MAS is now open to all professionals and their families.

  • FMG (Farmers Mutual Group): Another dominant performer in customer satisfaction, frequently winning the Canstar Blue Most Satisfied Customers Award and Consumer NZ People's Choice alongside MAS. FMG is widely praised for its personal, human-centric approach to claims.

  • AA Insurance: Renowned for an efficient and customer-friendly claims process. AA Insurance recently secured Canstar's Most Satisfied Customers, Home Insurance Claims Award in late 2026, scoring maximum points across its claims categories.

Top Rated for Overall Value and Innovation

  • Tower Insurance: Named Canstar's Home& Contents Insurer of the Year for three consecutive years (2024–2026). Tower stands out for its digital claims experience and competitive pricing, driven by high-tech address-level risk assessments.

Direct Consumer Satisfaction & Award Comparison

Insurer Notable Claim/Satisfaction Awards Distinctive Strength
MAS Consumer NZ People’s Choice (10 Years Running) Exceptional service and support when navigating a claim.
FMG Canstar Most Satisfied Customers Winner Near-perfect customer ratings for communication and value.
AA Insurance Canstar Home Insurance Claims Award Winner (2026) Fast claim settlements and streamlined digital tracking.
Tower Canstar Home & Contents Insurer of the Year (2024–2026) Competitive, risk-based premium pricing structures.

Actionable Advice for Avoiding Another Bad Claim Experience

If you are looking to switch, keep these steps in mind to safeguard your next policy:

  1. Examine the Internal Disputes Scheme: Every New Zealand insurer must belong to an independent dispute resolution scheme, such as the Insurance & Financial Services Ombudsman (IFSO) or Financial Services Complaints Ltd (FSCL). If your previous claim issue was never resolved properly, you can still escalate it to their respective ombudsman for a free, binding look.

  2. Opt for "Replacement Value" Over "Present Value": Make sure your new policy covers your contents for their full replacement value (new for old) rather than "present value" (which deducts for wear and tear and age, often leading to lower-than-expected claims payouts).

  3. Adjust Your Excess to Control Premiums: If transitioning to a higher-rated insurer increases your quote, you can offset the premium cost by opting for a higher voluntary excess.

If you would like to narrow down these options, let me know:

  • Do you rent or own your home?

  • Are you looking to bundle your contents policy with house or car insurance?

  • What went wrong with your previous claim? (e.g., communication delay, payout value, or a specific exclusion?)

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

I had a bad experience with a contents claim. Which NZ contents insurers should I look at?

If you've had a difficult or frustrating claims experience, looking at insurers with proven customer satisfaction and high claims-handling marks is a smart move. Independent consumer research in New Zealand highlights several standout providers based on actual customer sentiment and awards:

  • MAS (Medical Assurance Society): Consistently ranks at the top for customer satisfaction in Consumer NZ surveys, holding the People’s Choice award for house and contents insurance for a decade running. They scored around 80% satisfaction for contents specifically, though membership criteria traditionally apply (focusing heavily on medical and professional communities, though open to related groups). You can check details on the MAS Website.

  • FMG (Farmers Mutual Group): Another major Consumer NZ People’s Choice winner for contents and house insurance, scoring very high consecutive marks for claims support and service delivery (particularly strong if you have rural or provincial connections, though accessible broadly). Learn more via the FMG Website.

  • AA Insurance: Frequently tops Canstar’s Most Satisfied Customers Award for home and contents claims, scoring maximum satisfaction marks across claims categories from actual policyholders who went through the claims process. Explore options on the AA Insurance Website.

  • Tower: Awarded Canstar’s Home & Contents Insurer of the Year, Tower performs well on flexibility (offering tiered Standard, Plus, and Premium policies) and transparent risk-based pricing. Check out their offerings on the Tower Insurance Website.

  • State and AMI: Both underwritten by IAG, these providers regularly secure Canstar 5-Star Outstanding Value ratings for their comprehensive and plus contents packages, providing robust optional allowances (like sustainable rebuild extras or specific item limits). Review policies via the State Insurance Website or AMI Insurance Website.

If you'd like to narrow this down, tell me:

  • What specific part of the claims process went wrong last time (e.g., communication delays, payout valuation, denied items)?
  • Are you looking for a lower premium with a higher excess , or maximum comprehensive peace of mind?
Ask anything

Captured 11 October 2026