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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

Which contents insurance companies are easy to deal with when you make a claim?

If you’re looking for contents insurance in New Zealand, I’d focus on insurers that are known for straightforward claims, responsive communication and clear decisions about what they will pay — not just the cheapest premiums.

The important catch is that an insurer can be excellent for a simple stolen-laptop claim but frustrating when dealing with a major burglary, water leak or a house full of damaged belongings. Independent customer feedback about the claims process is often more useful than an insurer’s advertised service promises.

Here’s how I’d approach choosing one.

My top picks for New Zealand

1. MAS

Best for overall satisfaction

Canstar’s 2026 customer survey named MAS the most satisfied home and contents insurance provider. Customers gave it top scores across communication, customer service, cover, cost and value. Home & Contents Insurance Star Ratings and Awards

Why consider it: Strong evidence of good customer experience overall.

Check first: Whether you’re eligible for membership and whether its contents policy suits your circumstances.

Website: mas.co.nz

2. AA Insurance

Best for claims handling

Canstar’s 2026 home insurance claims survey named AA Insurance the winner. Among the five eligible brands, its surveyed claimants achieved the maximum score in all five categories: communication, ease of claiming, process, quality of repair or replacement, and timeliness. The survey included 399 people who had made home or contents claims. Home & Contents Insurance Star Ratings and Awards

Why consider it: This is the most directly relevant evidence if your priority is a smooth claims experience.

Check first: The excess, exclusions and limits in its specific contents policy.

Website: aainsurance.co.nz

3. FMG

Worth comparing

FMG has a strong reputation for customer satisfaction, including Consumer NZ’s People’s Choice recognition in 2025. Canstar also recognised FMG for satisfaction among customers aged 50 and over with car or home and contents insurance. Consumer reveals the best and worst insurance providersHome & Contents Insurance Star Ratings and Awards

Why consider it: A useful alternative if you value personal service and responsive support.

Check first: How its standard contents cover and claims service compare with MAS and AA Insurance.

Website: fmg.co.nz

4. Tower

Worth comparing for value

Tower won Canstar’s 2026 Home & Contents Insurer of the Year award for the third consecutive year, reflecting a combination of policy features, value and customer satisfaction. However, this is an overall award rather than the top result for claims satisfaction. Home & Contents Insurance Star Ratings and Awards

Why consider it: Worth getting a quote if you want to balance price with policy features.

Check first: The actual claims feedback and cover limits for the policy you would buy.

Website: tower.co.nz

What I would do

I’d start by getting quotes from AA Insurance and MAS, then compare FMG or Tower as alternatives. The evidence supports MAS for overall satisfaction and AA Insurance for the claims experience specifically. Home & Contents Insurance Star Ratings and Awards

Before choosing, compare these four things:

  • Replacement cover: Will the insurer pay for a new equivalent item, or only its depreciated value?
  • Excess: How much would you pay yourself for a claim?
  • Accidental damage: Are spills, drops and breakages covered, or is cover limited to specified events?
  • Claim communication: Can you easily track your claim and contact someone who can make decisions?

Also check exclusions for jewellery, bicycles, electronics, items taken outside the home and damage caused by gradual leaks. The cheapest policy can be a poor deal if the event you need to claim for isn’t covered.

For help comparing the actual policies, Consumer NZ’s house and contents insurance guide is a useful independent starting point. House and contents insurance

One question so I can narrow it down

Are you insuring contents in a rental property, or contents in a home you own?

That makes a difference to which policies and optional covers are worth comparing.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

Which contents insurance companies are easy to deal with when you make a claim?

When assessing which contents insurance companies are easiest to deal with during a claim in New Zealand, industry data from Consumer NZ surveys and Canstar Customer Satisfaction Awards consistently highlight a few standout providers.

Customer satisfaction for claims usually hinges on communication clarity, the speed of repair or replacement, and how frictionless the overall process feels.

Top-Rated Insurers for Claims Experience

  • MAS (Medical Assurance Society):
    • Standing: Frequently wins Consumer NZ’s People’s Choice Award for house, car, and contents insurance (consistently scoring highest overall customer satisfaction, around 80%+ for contents).
    • Claim Experience: Highly praised for responsive communication, minimal hassle, and customer-first resolutions. (Note: Primarily serves specific professions like health professionals, though worth checking eligibility).
  • FMG (Farmers Mutual Group):
    • Standing: Regularly shares the top tier with MAS in Consumer NZ surveys and scores exceptionally well in Canstar customer satisfaction rankings for rural and provincial areas.
    • Claim Experience: Renowned for personal, localized service and empathetic claims handling, particularly during large weather events.
  • AA Insurance:
    • Standing: Consistently ranks near the top for customer satisfaction and has earned Canstar's Most Satisfied Customers awards for home and contents claims.
    • Claim Experience: Customers frequently highlight streamlined digital tracking, prompt payout decisions, and efficient repair networks.
  • Tower:
    • Standing: Frequently recognized by Canstar for outstanding value and praised for its robust digital tools.
    • Claim Experience: Strong online claim-lodging portals and transparent progress tracking make it easier to manage a claim digitally from start to finish.

What to Look for to Ensure a Smooth Claim

Regardless of the provider you choose, keep these factors in mind to protect your claim experience:

  1. Specified vs. Unspecified Items: Make sure high-value items (like jewelry, high-end electronics, or artwork) are correctly specified on your contents policy. Trying to claim for a high-value item that exceeds standard category limits is a common source of claim friction.
  2. Sum Insured Accuracy: Ensure your total contents sum insured is realistic. Underinsuring can sometimes complicate partial loss settlements or lead to proportional reduction clauses being applied.
  3. Digital Capabilities: Insurers with robust mobile apps or online portals (such as AA Insurance, State, or Tower) generally offer clearer visibility on the status of quotes, approvals, and repairs, reducing the need for follow-up phone calls.
Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

Which contents insurance companies are easy to deal with when you make a claim?

AI Overview

Based on recent, independent customer satisfaction data across New Zealand, the contents insurance companies rated easiest to deal with—specifically praised for customer support, communication, and claims experience—are small, mutual providers.

According to Consumer NZ’s Annual Insurance Satisfaction Survey, smaller niche providers significantly outperform the major corporate banks and traditional insurance lines.

The Top-Rated Providers for Claims Experience

  • FMG (Farmers' Mutual Group): FMG routinely scores the highest specifically for contents insurance , securing a 78% customer satisfaction rating in the Consumer NZ survey. It has claimed the People’s Choice award for multiple consecutive years and won consecutive Canstar Customer Satisfaction Awards with perfect 5-star ratings across communication and claims handling.

  • MAS (Medical Assurance Society): Alongside FMG, MAS dominates overall customer satisfaction in New Zealand. Known for its exceptional customer support and straightforward policy wording, it holds a 76% satisfaction rating for home cover and a dominant 81% for motor vehicles , making it one of the easiest providers to navigate during a claim. (Note: While initially restricted to medical professionals, MAS policies are now more broadly accessible).

  • AA Insurance: For those looking at a mainstream, widely accessible option, AA Insurance consistently scores best among the larger brands for its efficient claims service. Customers frequently highlight them as being among the quickest to settle complex event claims.

Who Scores the Lowest?

If easy claims handling is your priority, the data suggests avoiding the major corporate banks. Consumer NZ’s findings consistently show that ASB, BNZ, and Westpac perform below average for house and contents satisfaction, with customers reporting more friction and lower satisfaction compared to dedicated insurance companies. Mainstream legacy brands like State and AMI (both owned by corporate giant IAG) also frequently track below the market average for customer experience.

Direct Comparison of Claims Reputation

Insurer Claims & Support Rating Key Strength Best For
FMG ⭐⭐⭐⭐⭐ (Highest for Contents) Industry-leading claim communication Rural, regional, and standard renters/homeowners
MAS ⭐⭐⭐⭐⭐ (Highest for Service) Clear policy documents, high trust Quality customer care and simple wording
AA Insurance ⭐⭐⭐⭐ (Best Mainstream) Fast claim processing and high consumer trust Broad availability and reliable mass-market service
Tower ⭐⭐⭐⭐ (Feature Leader) Address-level pricing accuracy and app usability Tech-forward users; multi-policy claimants

Tips to Ensure an Easy Claims Process

No matter which provider you choose, your claim will process faster if you do the following:

  1. Take photos immediately: Document everything if an event occurs before altering or cleaning up the scene.

  2. Keep receipts for major items: Digital receipts or serial numbers for electronics, jewelry, and expensive appliances streamline "new-for-old" replacements.

  3. Know your policy limits: Check item sub-limits (e.g., cell phones or bicycles outside the house) to avoid surprises.

If you are currently deciding between policies, would you like to know how "new-for-old" versus "indemnity" value cover changes your payout, or are you looking to bundle your contents with a car or house policy to lower costs?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

Which contents insurance companies are easy to deal with when you make a claim?

Consumer satisfaction data from Consumer NZ highlights distinct differences between providers when it comes to handling house, car, and contents insurance claims. Smaller or specialized mutual insurers consistently outperform large mainstream brands in customer satisfaction and claims processing ease.

Top-performing and lower-performing contents insurance providers based on customer sentiment and Consumer NZ’s findings include:

  • MAS (Medical Assurance Society): Consistently awarded a Consumer NZ People's Choice winner, MAS scores highest in customer satisfaction for house and overall performance, known for smooth and supportive claim handling (though eligibility historically centers around specific professions like health, science, or legal fields, it's worth checking access). [Consumer NZ]

  • FMG (Farmers Mutual Group): Another multi-year Consumer NZ People's Choice winner, FMG frequently leads customer satisfaction ratings specifically for contents insurance and rural/provincial property claims, reflecting a responsive and straightforward claims experience. [Consumer NZ]

  • State and AMI: Owned by IAG, these larger mainstream providers tend to score below average in customer satisfaction for house and contents claims compared to specialized or mutual insurers, with policyholders sometimes reporting a more bureaucratic or slower claims journey. [Consumer NZ]

  • Bank-branded insurers (ANZ, BNZ, Westpac, ASB): Generally lag behind dedicated insurance specialists in overall claims satisfaction when reselling or underwriting standard general insurance policies. [Consumer NZ]

If you'd like, I can share tips on how to prepare your contents inventory to make any future claim smoother, or help you look at what specific policy details to check before choosing a provider.

Ask anything

Captured 11 October 2026