Every question, every answer, every source

Given your past claim problems, I’d treat claims service, clear communication and reliable follow-through as essential criteria—not extras you trade away for a cheaper house insurance premium.

In New Zealand, home insurance is something you may not need to claim on for years, but when you do, the quality of the insurer’s response can make a significant difference to the stress, delays and effort involved. Your goal should be to find an insurer that offers dependable claims support at a premium you can comfortably afford, rather than simply choosing the lowest price.

How I’d prioritise your decision

1. Claims communication and accountability

Look for an insurer that gives you a named claims contact, explains the next steps, responds within stated timeframes and keeps you updated without you having to chase repeatedly.

This is particularly important for complex claims. The NZ Financial Markets Authority identified communication, claims oversight and complaint handling as areas where insurers still needed to improve. Insurance companies have improved their processes but more to do in extreme eventsWeather Events Claims Insights

2. Clear cover and fair claims decisions

Check the actual policy wording, not just the marketing. Pay particular attention to gradual damage, leaks, hidden damage, exclusions, excesses, repair guarantees and how the insurer decides whether to repair or pay out.

A friendly claims team is of limited value if the policy does not cover the loss you need protection against.

3. Proven claims handling, including when things go wrong

Look for independent evidence about complaint resolution, delays, communication and how complex claims are managed. Ask whether the insurer uses external assessors and repairers, who oversees their work, and who is accountable if something goes wrong.

Don't rely on customer star ratings alone. Complaint numbers need context because larger insurers naturally handle more claims. Weather Events Claims InsightsHow to Make an Insurance Complaint (NZ)

4. Independent dispute resolution

Check which approved dispute resolution scheme the insurer belongs to and how to escalate a complaint. This gives you a route to free, independent assistance if a dispute cannot be resolved directly. Disputes and consumer protectionMaking a complaint about your financial service provider

5. Premium and excess affordability

Once the first four criteria are satisfied, compare the total annual premium, excesses and limits. A modest premium increase may be worth paying for better support, but don't assume a more expensive insurer necessarily delivers better service.

How much extra should you pay for better service?

I wouldn't set a fixed percentage without comparing real quotes and evidence of service quality. Instead, work out what the extra premium buys you.

For example, if one policy costs $300 more per year, that is $3,000 over 10 years before future premium changes. Ask whether the better cover, claims support and reduced risk of administrative headaches justify that cost to you.

The important distinction is between paying more for demonstrably better protection and service and simply paying more for a brand.

My practical recommendation

Shortlist two or three insurers, compare equivalent policies and ask each one these questions in writing:

• Who will manage my claim, and how will I contact them?
• How often will I receive updates, and what happens if a repair or assessment is delayed?
• How are disagreements about the cause of damage or scope of repairs handled?
• What is your formal complaints process, and which independent dispute scheme do you use?
• Can you explain any significant exclusions or limits that could affect my property?

The FMA specifically recommends asking insurers questions and obtaining answers in writing. Insurance

One thing that would help me tailor this to you

When you say you've had past claim problems, what went wrong most often?

Your answers will help me focus on the kind of service failure you're most keen to avoid, rather than just producing another list of insurers with low premiums.