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

If you prefer speaking to a person rather than managing everything through an app, I’d focus on NZ insurers that have a strong phone/broker channel and a reputation for more traditional service. The “best” choice depends on your home, location, risk factors and budget, but these are worth putting on your shortlist:

  • AA Insurance — A large NZ insurer with phone-based support and a well-known consumer brand. Good to consider if you want a direct insurer rather than going through a bank or broker. Natural Hazards
  • AMI Insurance — Another major direct insurer; worth comparing if you value being able to speak with a dedicated insurance team. Natural Hazards
  • FMG — Particularly worth looking at if you’re in a rural area, own lifestyle property, or prefer relationship-based service. Natural Hazards
  • Tower Insurance — A long-established NZ insurer offering home cover with phone support options. Natural Hazards
  • MAS — Often considered by people who prefer a more personal, advice-oriented approach rather than a purely digital experience. MAS
  • NZI — More commonly accessed through brokers, which can suit someone who wants a person helping compare and manage cover. NZI Site
  • A local insurance broker — This may fit your preference best. A broker can compare multiple insurers and act as your go-between, especially useful for unusual homes, high-value properties, rentals, or complex claims. Consumer NZ

When you call, I’d ask each one:

  • “Will I have a named person or team I can contact if I claim?”
  • “Can I speak to someone by phone rather than managing claims online?”
  • “How do you handle major weather or earthquake claims?”
  • “Is my home insured for an agreed sum insured, and how often should it be reviewed?”
  • “What are the biggest exclusions I should know about?”

For NZ home insurance, claims handling matters a lot because your insurer is usually your main point of contact through the process, including for natural hazard claims. Natural Hazards

If you want a more human, less app-driven experience, I’d probably start by getting quotes from:

  1. a broker,
  2. FMG or MAS (for relationship-style service),
  3. AA Insurance or AMI (for a direct insurer comparison),
  4. Tower as another established option.

I can also help you narrow this down based on whether your home is owner-occupied, rental, rural/lifestyle, older, or in a high-risk area (flood, coastal, earthquake).

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

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

If you prefer speaking directly to a person to set up or manage your house insurance rather than navigating an app or purely online system, most major New Zealand insurers have dedicated phone lines with local customer service teams.

Several key NZ house insurers are well-suited for phone-based service and advice:

1. Large Direct Insurers (With Dedicated Phone Teams)

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.

  • AMI (0800 100 200): One of New Zealand’s most widely used insurers. They have robust phone support lines where you can talk through your home's sum insured, earthquake cover details, and policy options.
  • State Insurance (0800 80 24 24): Another major household name backed by IAG. Their personal insurance support lines are open standard business hours and weekends for phone queries.
  • Tower (0800 809 809 / Callback requests): While heavily digital-focused, Tower provides dedicated phone channels and online "Request a call" forms where a house insurance expert will ring you directly to talk through your coverage.

2. Mutual and Member-Based Insurers

If you prefer a more traditional, community-focused approach to customer service:

  • MAS (Medical Assurance Society - 0800 800 627): Known for high customer satisfaction and personalized phone support. Though originally established for medical professionals, their membership criteria have broadened significantly.
  • FMG (Farmers Mutual Group - 0800 366 466): Excellent if you live rurally, on a lifestyle block, or outside main city centers. They pride themselves on a relationship-based model where local advisors frequently meet clients in person or talk extensively over the phone.

3. Banks with Local Insurance Support

If you prefer to deal with an institution you already bank with, major NZ banks have dedicated local insurance specialists you can call or visit in a branch:

  • ASB (0800 200 252)
  • ANZ / Westpac / BNZ (All have dedicated internal insurance teams you can reach via their general customer service numbers or by requesting an in-branch/phone appointment).

4. Insurance Brokers

If you want a person to do the shopping around for you, you can use an independent insurance broker or adviser. Brokers don't just sell one company's product; they talk to you about your specific home, find the right policy across multiple underwriters (including niche or wholesale insurers), and act as your advocate if you ever need to make a claim.

Tips when calling:

  • Be prepared: Have your house details ready (approximate square meterage, year built, construction materials like brick/weatherboard, roof type, and any security or alarm features).
  • Ask about "Sum Insured": Make sure you speak to the representative about how they calculate your rebuild cost, as getting this figure right is critical for modern NZ house insurance policies.
Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

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

AI Overview

If you prefer speaking directly with a human over navigating an app or chatbot, you should focus on New Zealand house insurers that maintain full-scale phone customer support and routinely rank high for direct customer service. While many newer companies push users toward "digital-first" self-service, several major, established providers still actively prioritize over-the-phone interactions.

Based on the Consumer NZ Insurance Satisfaction Survey, the following providers stand out for high customer service and reliable phone support:

Top Picks for Human-to-Human Customer Service

  • FMG (Farmers Mutual Group): Consistently awarded Consumer NZ's People’s Choice award, FMG is highly praised for its traditional, person-centric customer service. They do not operate via automated apps; instead, you deal directly with human representatives over the phone or even in person.

  • MAS (Mutual Associations Support): Alongside FMG, MAS dominates customer satisfaction metrics. They are known for providing tailored, direct advice with an emphasis on actual human conversations rather than digital interfaces.

  • AA Insurance: Consistently recognized for high customer satisfaction, AA Insurance maintains an accessible, high-performing New Zealand-based call center. You can easily set up policies and manage claims directly with a dedicated customer manager over the phone.

  • 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.

Quick Comparison of Phone-Friendly Insurers

Insurer Key Human-Centric Feature Contact Status
FMG Multitrusted People's Choice winner with heavy focus on relationship-based phone service. Call 0800 366 466
MAS Top-rated for tailored advice and direct personal support. Call 0800 800 627
AA Insurance Dedicated human customer managers assigned during claim processes. Call 0800 500 216
AMI Large, accessible call center network and plain-language policies. Call 0800 100 200

⚠️ Companies to Avoid If You Dislike Apps

If you want to avoid digital interfaces, you may want to steer clear of Cove (built completely around internet chatbots) or State Insurance , which heavily incentivizes automated claims processing via the "My State" app and openly markets a "no small talk" digital approach.

To help me narrow down these options for you, could you tell me:

  • Are you already an AA Member or do you bank with a provider like ASB or BNZ? (This can sometimes open up direct phone-line pathways and multi-policy discounts).

  • Do you require a standard home policy , or is this for a rental / lifestyle block?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

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

If you prefer speaking directly with a human over the phone or visiting a physical location rather than managing your policy through an app or a chatbot, several major house insurers in New Zealand maintain robust, easy-to-reach telephone customer service teams and physical branch networks.

Here are the key house insurers in New Zealand to look at for person-to-person support:

  • AA Insurance : They have dedicated call centers based in New Zealand with extended support hours (weekdays and weekends). They also have physical AA Centres across the country if you prefer face-to-face assistance. You can reach their general and quote team on AA Insurance Contact at 0800 500 231.

  • AMI Insurance : 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. You can call them via the AMI Insurance Contact page at 0800 100 200.

  • State Insurance : Another major provider with a comprehensive phone team ready to handle personal insurance policies, quotes, and claims over the phone without requiring an app. Their personal insurance line is available via State Insurance Contact at 0800 80 24 24.

  • Insurance Brokers / Advisers : If you want a dedicated person who works for you to shop around and manage your house policy personally, using an independent insurance broker (via a network like IBANZ - Insurance Brokers Association of New Zealand) means you have a specific human advisor to call whenever you need changes or have to make a claim.

Would you like me to help find physical branch locations near you for any of these insurers, or do you have a specific type of house construction or location in mind that might affect who you call?

Ask anything

Captured 11 October 2026