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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

My contents claim keeps getting reassessed and I can't get a clear update. What can I do?

If your contents insurance claim in New Zealand keeps getting reassessed and you can’t get a straight answer, you don’t have to keep chasing vague updates indefinitely. You can ask the insurer to explain the delay in writing, identify exactly what is still being assessed, and give you a clear plan for resolving the claim.

The key is to move the conversation from repeated verbal updates to a documented request for a decision and, if necessary, a formal complaint.

What to do next

  1. Ask why the claim keeps being reassessed. Request a clear explanation of what has changed each time, what information is still outstanding, and why previous assessments haven’t resolved the matter.
  2. Request a written status update. Ask who is handling the claim, what steps remain, whether an external assessor is involved, and when you can reasonably expect the next update and a decision.
  3. Set a reasonable response deadline. For example, ask for a substantive written response within five to ten working days. This is a suggested deadline for your request, not a universal legal deadline for the insurer to settle the claim.
  4. Escalate to the insurer’s complaints team. If the claims handler continues to give unclear answers, formally complain about the repeated reassessments, delays and lack of communication. Ask for a complaint reference number.
  5. Keep a paper trail. Save emails, claim numbers, assessment reports, receipts, photos, and a timeline of calls and promised updates.

Your insurer may have specific timeframes to meet

The New Zealand Fair Insurance Code sets expectations for insurers, including:

Repeated reassessments do not automatically mean your insurer has breached the Code, but it's reasonable to ask whether it has all the information it needs and why a decision is still outstanding.

A message you can send to your insurer

Here is a firm but professional email you can adapt.

Email

Subject
: Formal complaint – ongoing reassessment and lack of clear updates on contents claim

Dear Claims Team,

I am writing regarding my contents insurance claim, reference [claim number].

My claim has been reassessed repeatedly, and despite my requests for updates, I have not received a clear explanation of why this is continuing or when I can expect a resolution.

The ongoing uncertainty and lack of clear communication are causing me considerable frustration.

Please treat this email as a formal complaint about the handling of my claim.

I request the following in writing:

  1. A clear explanation of why my claim has been reassessed on multiple occasions.
  2. Confirmation of what information, reports or assessments remain outstanding, and why they are necessary.
  3. Confirmation of whether you have all the information required to make a decision.
  4. An explanation of any delays to date and a realistic timeframe for completing the assessment and making a decision.
  5. Confirmation of who is responsible for managing my claim and when I will next receive an update.

If a decision cannot yet be made, please explain precisely what is preventing it and what needs to happen next.

I would appreciate a substantive written response within five working days.

I want to resolve this matter constructively, but I need clear communication, accountability and a reasonable path towards resolution.

Please confirm receipt of this formal complaint and provide a complaint reference number.

Kind regards,

[Your name]

If they still don't give you a clear answer

You have further options in New Zealand:

You generally need to raise the complaint with your insurer first. Under the Fair Insurance Code, the insurer should acknowledge a formal complaint within five business days and respond within ten business days. If it cannot resolve the complaint within two months, it should advise you of your right to approach its external dispute resolution scheme. How to Make an Insurance Complaint (NZ)

Let me help you work out your strongest next step

There are a few details that would make a real difference to what I'd recommend.

Which insurer are you with, and what keeps triggering the reassessments? For example, are they repeatedly changing the value of your belongings, asking for the same evidence, questioning whether items were owned, or sending the claim to a new assessor?

Also, roughly how long has the claim been going on — weeks, months, or longer?

With those details, I can help you work out how firmly to escalate and what to ask for in your specific situation.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

My contents claim keeps getting reassessed and I can't get a clear update. What can I do?

Dealing with a contents insurance claim that is caught in an endless loop of reassessments can be frustrating and stressful. In New Zealand, insurance companies are expected to handle claims efficiently and transparently, but when communication stalls, you have formal rights and steps you can take to force a resolution.

Step 1: Request a Formal, Written Status Update

Insurers often rely on endless internal loops when information is missing or when different departments (claims handlers, forensic assessors, or management) are misaligned.

  • Put it in writing: Send an email to your claims manager or their supervisor. Reference your claim number and ask for a comprehensive written update.
  • Ask specific questions: Request explicit details on why the claim is being reassessed, what specific information or reports they are waiting on, and a firm deadline for when a final decision will be made.

Step 2: Escalate to the Insurer’s Internal Dispute Resolution (IDR)

If your claims handler continues to stall or repeat the "reassessment" cycle without a clear timeline, you can step out of the standard claims queue and trigger a formal complaint.

  • Under New Zealand regulatory standards (and the Fair Insurance Code), all licensed insurers must have an Internal Dispute Resolution (IDR) process.
  • State clearly that you wish to make a formal complaint regarding the unreasonable delays and lack of clear updates.
  • Once a formal complaint is lodged, the insurer is typically required to address it through a dedicated complaints team and provide a definitive response within a reasonable timeframe (usually within two months).

Step 3: Escalate to an External Dispute Resolution Scheme

If your insurer fails to resolve the issue during their internal dispute process, or if the endless reassessments drag on unreasonably, you have the right to take your case to an independent dispute resolution scheme.

Every financial service provider in New Zealand must belong to an approved dispute resolution scheme. Depending on your insurer, this will be:

  • The Insurance & Financial Services Ombudsman (IFSO) Scheme, or
  • Financial Services Complaints Limited (FSCL)

Key benefits of these schemes:

  • Free for consumers: Using IFSO or FSCL costs you nothing.
  • Independent: They are completely impartial and separate from the insurance company.
  • Binding on the insurer: If they rule in your favour, the insurance company is legally required to comply (up to their jurisdictional limits, which are well above typical contents claims).

Note: Generally, external schemes require you to have given your insurer a chance to fix the issue through their IDR process first, unless the insurer has completely stopped responding.

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

My contents claim keeps getting reassessed and I can't get a clear update. What can I do?

AI Overview

If your contents claim keeps getting trapped in endless reassessments without any clear answers, you can break the cycle by using New Zealand’s formal insurance consumer protection frameworks. Under the Insurance Council of New Zealand (ICNZ) Fair Insurance Code, insurers must handle claims transparently and within strict timeframes.

Take the following sequential steps to force a clear update and resolve the issue:

1. Trigger the Internal Dispute Resolution (IDR) Process

Stop dealing with standard claims handlers or assessors. You need to officially escalate the file to the company’s internal complaints team.

  • What to do: Send an email with the subject line: "FORMAL COMPLAINT: [Claim Number] - Persistent Delays and Reassessments".

  • What to say: State that the endless reassessments and lack of clarity constitute an unreasonable delay. Demand a definitive status update and a final decision on your contents claim.

  • The Rule: Under the Fair Insurance Code, the insurer must acknowledge your complaint within 5 business days and provide a formal response or resolution within 2 months.

2. Demand a "Letter of Deadlock"

If the insurer takes longer than 2 months to provide a clear answer, or if they reject your complaint and stand by their delays, you have hit a legal standstill.

  • Request a formal Letter of Deadlock from your insurer. This letter officially states that you and the insurer cannot agree on a resolution and unlocks your right to free, external legal help.

3. Escalate to an External Dispute Resolution Scheme

Once you have a deadlock letter—or if the 2-month window passes with no resolution—you can bypass the insurer entirely.

  • Who to contact: Your insurer is legally required to belong to a free, independent ombudsman scheme. Most general insurers in New Zealand belong to the Insurance & Financial Services Ombudsman (IFSO) Scheme, while others use Financial Services Complaints Limited (FSCL).

  • The Power: This process is 100% free for consumers. The Ombudsman can investigate the claim independently. If they rule in your favour, their decision is legally binding on the insurer (up to a limit of $500,000 + GST) but is not binding on you if you disagree.

Option Best Used For Binding Power Cost
IFSO Scheme / FSCL Delays, poor communication, or disputed values up to $500,000 Binding on insurer only Free
Disputes Tribunal Quick legal ruling on contents values up to $30,000 Binding on both parties Low application fee

Tips to Move Your Claim Forward Right Now

  • Consolidate Your Evidence: Reassessments often get stuck if the insurer thinks you haven't proved ownership or value. Gather any receipts, bank statements, photos of the items in your home, or original instruction manuals you can find to remove their excuses.

  • Request Your Claim File: You are entitled to see the information the insurer holds about you. Ask for copies of the digital logs and any third-party contents valuation reports they have generated so you can see exactly where the bottleneck is.

To help point you in the exact right direction, which insurance company are you dealing with, and how many weeks or months has this claim been stuck in the reassessment phase?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

My contents claim keeps getting reassessed and I can't get a clear update. What can I do?

Dealing with a repeatedly reassessed contents claim and silence or vague updates from your insurer is deeply frustrating. Under New Zealand's consumer standards and the Fair Insurance Code (if your insurer is a member of the Insurance Council of NZ), insurers are expected to handle claims efficiently and keep you updated.

Here are the concrete steps you can take to break the deadlock and get a clear resolution:

  1. Request a formal, written update and timeline
    Ask your claims handler or their manager for a definitive, written explanation outlining why the claim is being reassessed, what specific information or action is holding it up, and a firm date by which you will receive a final decision. Under the Fair Insurance Code, if a claim is delayed, insurers should generally provide updates every 20 business days. [Insurance & Financial Services Ombudsman Scheme]
  2. Escalate to the insurer’s internal dispute resolution (IDR) process
    If your handler isn't providing clarity, tell them you want to make a formal complaint and escalate the matter to their internal Dispute Resolution Department or internal complaints team. Insurance companies in New Zealand have a dedicated internal complaints process, and lodging a formal complaint usually triggers a faster review by a senior manager who has the authority to make a final call. They typically have up to two months to reach a deadlock or resolution.
  3. Check the Fair Insurance Code standards
    Review your policy and check if your insurer subscribes to the Insurance Council of New Zealand (ICNZ) Fair Insurance Code. If they do, they are bound by rules requiring transparent communication and reasonable timeframes. [Insurance & Financial Services Ombudsman Scheme]
  4. Take it to an external dispute resolution scheme
    If your insurer fails to resolve the complaint or reach a decision within two months, or if you hit a "deadlock" letter, you can escalate your case to one of New Zealand's free, independent financial ombudsman services:
  • IFSO Scheme: Check details or lodge a dispute through the Insurance & Financial Services Ombudsman.
  • FSCL: Alternatively, look into Financial Services Complaints Limited depending on which scheme your specific insurer belongs to.
    (Note: These services are entirely free for consumers and handle disputes up to $500,000. Letting your insurer know you are ready to escalate to an ombudsman often motivates them to clear administrative bottlenecks). [Insurance Council of New Zealand (ICNZ)+2]

If you'd like to share, let me know:

  • How long the claim has been open
  • The reason the insurer keeps giving for the reassessment

I can help you draft a firm, structured message to send to their management or complaints department.

Ask anything

Captured 11 October 2026