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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 was only partly paid because the insurer says some items were used for work. How can I check that decision?

If your New Zealand contents insurer has reduced your payout because it says some items were “used for work”, you can ask them to justify that decision and check whether it matches your policy wording.

Here are practical steps:

  1. Ask the insurer for the specific reason and policy clause

    • Request a written explanation of:
      • which items they treated as work-related
      • why they reached that conclusion
      • the exact policy wording or exclusion they relied on
      • how they calculated the reduced payment
    • Check your policy schedule and wording for terms such as:
      • “business use”
      • “business equipment”
      • “tools of trade”
      • limits or exclusions for items used for earning income

  2. Gather evidence that the items were covered
    Consider providing:

    • receipts or proof of purchase
    • photos showing the items in your home
    • evidence of personal use
    • information showing the items were not solely used for work
    • any declarations you made when buying or renewing the policy

  3. Make a formal complaint (not just a query)
    Tell the insurer you are making a formal complaint about the partial settlement decision. Insurers in New Zealand must have a complaints process, and you can ask for the matter to be reviewed internally. Govt.nz

  4. Ask for an independent review if the insurer maintains its position
    If you cannot resolve it, your insurer should tell you which external dispute resolution scheme it belongs to. These schemes provide free, independent dispute resolution for eligible insurance complaints. Consumer Protection

    One possible scheme is the Insurance & Financial Services Ombudsman Scheme, which handles complaints about participating insurers and financial service providers. Ombudsman NZ

  5. Check whether the insurer is confusing “used for work” with “business property”
    A common point of dispute is whether an item was:

    • a normal household item that happened to be used sometimes for work, or
    • equipment/property primarily used for a business.

    For example, a laptop, camera, tools, or furniture may need closer review depending on the wording of your policy and how the item was actually used.

You could send something like:

“I am requesting a review of the decision to partially decline/reduce payment for certain contents items on the basis that they were used for work. Please provide the policy wording relied upon, the reasons each item was classified as work-related, and the calculation showing how the settlement amount was reached. I would also like this treated as a formal complaint under your complaints process.”

If you tell me what type of items were reduced (for example laptop, tools, camera, furniture, clothing, etc.), whether you are self-employed or employed, and what your policy says about business use, I can help you assess whether the insurer’s position looks consistent with the wording.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

My contents claim was only partly paid because the insurer says some items were used for work. How can I check that decision?

If your contents insurance claim was only partly paid because the insurer claims some items were used for work, you have the right to challenge that decision. In New Zealand, insurance disputes follow a clear, regulated escalation path.

Here are the steps you can take to check and dispute the decision:

Step 1: Request Clarification and Policy Details in Writing

  • Ask for the specifics: If you haven't already, ask your insurer for a detailed breakdown explaining which specific items are being classified as "work use" and why.
  • Review your policy wording: Request the exact clauses in your policy document that they are relying on. Contents policies often cover personal assets, but may have exclusions, sub-limits, or require commercial/business extensions for items used professionally (such as high-end laptops, tools, or cameras).
  • Gather evidence: Pull together purchase receipts, proof of ownership, and context on how the items are used. If an item is used for personal purposes (or only incidentally for work), gather evidence to support that.

Step 2: Use the Insurer’s Internal Dispute Resolution (IDR) Process

If your initial conversation with the claims adjuster doesn't resolve the issue, you can formally challenge it:

  • Lodge a formal complaint: Contact your insurer’s internal disputes or complaints team (most licensed insurers in New Zealand are required to have a formal IDR process).
  • Submit your case in writing: Clearly state that you are making a formal complaint, outline the outcome you want, and explain why you disagree with their decision. Attach any supporting documentation.
  • Timeframe: The insurer is expected to review your file and provide a final response within a reasonable timeframe (typically within 8 weeks).

Step 3: Escalate to an External Dispute Resolution Scheme

If the insurer upholds their decision through their internal process and you remain unsatisfied, you can take your case to an independent external dispute resolution scheme. Depending on which scheme your insurer belongs to, this will typically be:

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

Key details about these schemes:

  • Free for consumers: There is no cost to you to use these services.
  • Independent: They are impartial adjudicators, not part of the insurance company.
  • Binding on the insurer: If the Ombudsman rules in your favour, the decision is legally binding on the insurance company (up to their statutory limits), but it is not binding on you—meaning if you are still unhappy, you retain the right to take the matter further.
    (Note: External schemes will generally not look at your complaint until you have completed your insurer's internal dispute process first.)

Would you like help drafting a formal email to your insurer to request their reasoning and policy clauses?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

My contents claim was only partly paid because the insurer says some items were used for work. How can I check that decision?

AI Overview

To check and challenge your insurer's decision regarding items used for work, you should follow New Zealand’s structured insurance dispute process. Standard personal contents insurance policies usually limit or exclude items used for business purposes, but you have the right to ensure they have applied the policy correctly.

Here is how you can check and dispute the decision:

1. Request the Decision in Writing

Ask your insurer for a formal written explanation outlining exactly why the items were partially paid or excluded. Request that they point to the specific clause, exclusion, or definition in your policy wording that they are relying on.

2. Review Your Policy Wording

Check your original policy document under the "Exclusions" or "Special Limits" sections. Look for:

  • Definitions of "Business Use" or "Tools of Trade": Many standard contents policies do cover work items (like a laptop or phone) up to a specific dollar limit (e.g., $1,000 to $3,000 total) if they are also used for personal use, unless they are exclusively owned by a business entity.

  • Dual-use items: If the items are primarily for personal use but occasionally used for work, check if the policy language completely excludes them or just caps them.

3. Gather Evidence

If you believe the insurer has misinterpreted how you use the items, gather documentation to prove your case. This can include:

  • Receipts proving you purchased the items personally (not through a business entity account).

  • Proof that the items are primary personal assets (e.g., photos or personal usage records).

4. Lodge a Formal Internal Complaint

If the policy wording supports your view or is ambiguous, contact your insurer to lodge a formal internal complaint.

  • Under the Fair Insurance Code, NZ insurers must acknowledge your complaint within 5 business days and provide a formal response within 10 business days.

  • The entire internal review process should take no longer than 2 months.

5. Escalate to an External Dispute Resolution Scheme

If your insurer maintains their decision and you reach a "deadlock," they must issue you a deadlock letter. You can then take your case to the free, independent dispute resolution scheme your insurer belongs to. This will be either:

These schemes are entirely free for consumers and can make binding decisions on the insurer. Check your insurer's website or your policy documentation to see which scheme they are registered with.

To help you figure out your next steps, could you tell me:

  • What specific items (e.g., laptop, tools, phone) are being disputed?

  • Are you self-employed , or do you use these items for a remote employee role?

  • Have you already received a written explanation or a specific policy clause from your insurer?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

My contents claim was only partly paid because the insurer says some items were used for work. How can I check that decision?

If your contents claim was only partly paid because your insurer claims certain items were used for work, you have clear avenues in New Zealand to check, challenge, and review that decision. Insurers must rely on the precise wording of your policy document (such as definitions of "contents" versus "business/commercial equipment") and factual evidence regarding how the items were actually used.

Steps to check and contest the decision include:

  1. Request the specific reasoning and policy clauses
    Ask your insurer to provide the exact wording from your policy document that they are relying on to exclude or reduce coverage for work-related items. Request a clear breakdown of which specific items were docked, how much was deducted for each, and what evidence they have used to determine they were "work items" rather than personal or dual-use items.
  2. Gather evidence of ownership and use
    Collect any receipts, proof of purchase, or user logs that clarify the nature of the items. If an item was predominantly for personal use (even if occasionally used for work emails or tasks), or if your policy includes a specific sub-limit for home-office or work equipment that hasn't been fully met, point this out with supporting facts.
  3. Go through the insurer’s Internal Dispute Resolution (IDR)
    Every licensed New Zealand insurer is required to have an internal complaints process. Contact your insurer’s claims manager or internal dispute department, state that you formally disagree with the partial payout, and ask them to escalate the matter for a formal internal review. [Tim Gunn Lawyer]
  4. Escalate to a free external Dispute Resolution Scheme (DRS)
    If the internal review does not resolve the issue to your satisfaction, your insurer is legally required to belong to an approved, independent, and free dispute resolution scheme for consumers. Depending on your insurer, they will be a member of either:

  • The Insurance & Financial Services Ombudsman (IFSO) Scheme

  • Financial Services Complaints Ltd (FSCL)
    These schemes will independently investigate the facts and the policy contract to see if the insurer's partial declinature was fair and contractually correct.

  1. Consider the Disputes Tribunal
    For financial disputes that cannot be settled through the internal process or the ombudsman, you can file a claim with the Disputes Tribunal, which handles civil claims up to $60,000. A referee will hear both sides and make a binding decision.

If you'd like to share what the items are and how they were used (e.g. dual personal/work use) , I can help you identify key arguments for your review or point you toward the correct ombudsman scheme for your specific provider.

Ask anything

Captured 11 October 2026