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I’m sorry you’ve been left without a fridge for weeks. That’s a long time to manage without an essential household appliance, especially when you have to keep buying food and finding ways to store it safely.

In New Zealand, your contents insurer may be able to help you get a replacement fridge sooner, but whether they have to do so depends on your policy, the circumstances of the claim, and what has caused the delay.

The important distinction is that accepting your claim and actually settling it are two different things. An insurer accepting liability for your damaged fridge doesn't automatically mean it must provide an immediate replacement, but you can reasonably ask it to explain the delay and what it will do to resolve it.

1. What are your rights in New Zealand?

There are three important points to know.

Your insurer must settle claims within a reasonable time

Under section 66 of New Zealand's Contracts of Insurance Act 2024, an insurer must pay sums due under an insurance contract within a reasonable time. What counts as reasonable depends on the circumstances, including the complexity of the claim and factors outside the insurer's control. Read the legislation here. legislation.govt.nz

If your fridge claim has already been accepted and there are no outstanding issues, it is reasonable to ask why you are still waiting and when the claim will be settled.

However, the law does not automatically require the insurer to supply a temporary fridge or provide an immediate replacement in every case.

You can ask for an urgent replacement or cash settlement

Contact your insurer and explain that the delay is affecting your household's ability to store food safely.

Ask whether they can:

• Authorise an immediate replacement through their approved supplier.
• Pay a cash settlement so you can purchase a suitable fridge yourself.
• Provide a temporary fridge while you wait for the permanent replacement.
• Explain whether the delay is due to stock shortages, supplier issues or something else.

Whether they must agree to these options depends on your policy and the circumstances. Nevertheless, asking for an urgent resolution is entirely reasonable.

You can complain if the delay is unreasonable

New Zealand's Consumer Protection guidance says insurers should settle claims fairly and within a reasonable time. You can make a formal complaint if you're unhappy with how your claim is being handled. consumerprotection.govt.nz

2. What if you've been waiting for weeks?

If your claim has been accepted but you have been without a fridge for several weeks, I would recommend escalating it now rather than continuing to wait without a firm date.

Send your insurer a written complaint along these lines:

Subject: Urgent complaint — delay in settling accepted contents insurance claim

My contents insurance claim for my fridge has been accepted, but we have now been without a fridge for several weeks.

This is an essential household appliance, and the ongoing delay is causing considerable inconvenience and difficulty storing food safely.

Given that the claim has already been accepted, please explain in writing what is preventing settlement and confirm when we will receive our replacement.

I would like you to consider an immediate replacement, an expedited cash settlement, or a temporary fridge while this matter is resolved.

Please treat this as an urgent matter and, if you cannot resolve it promptly, advise me of the next steps under your formal complaints process.

Keep copies of your claim acceptance, correspondence and any explanations you have received for the delay.

You can also ask whether your policy covers any additional costs you have incurred because of the incident or delay. Do not assume these costs are automatically covered; ask your insurer to assess them under your policy.

3. What if the insurer still won't help?

If the insurer doesn't resolve your complaint, you can escalate it to its independent dispute resolution scheme.

In New Zealand, insurers generally belong to one of two schemes:

• Insurance & Financial Services Ombudsman (IFSO)
• Financial Services Complaints Limited (FSCL)

Your insurer should tell you which scheme it belongs to. These services can investigate eligible complaints about insurance claims and how they have been handled. icnz.org.nz, consumer.org.nz

You don't necessarily need to wait until the insurer refuses to pay your claim. An unreasonable delay in settling an accepted claim may itself be worth raising through the complaints process.

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4. Let me help you work out whether your insurer should be doing more

I have two questions that will help me give you a more specific answer.

1. Which insurance company are you with?
For example, AMI, State, AA Insurance, Tower, FMG, MAS or another insurer.

2. Why haven't you received your fridge yet?
For example:

• The claim was accepted, but the insurer hasn't arranged anything.
• The insurer is waiting for a replacement fridge to come into stock.
• The insurer has approved a replacement, but the supplier hasn't delivered it.
• The insurer has offered a cash settlement, but you haven't received the money.
• Something else is holding things up.

Tell me the insurer and which situation applies. I can then look at the relevant New Zealand policy terms and help you establish whether you have grounds to demand a faster replacement or escalate the delay.