Every question, every answer, every source

If your insurer in New Zealand says water damage was caused by “wear and tear,” that doesn't automatically mean its decision is correct. The key is to establish what caused the damage, what your policy actually excludes, and whether the insurer has enough evidence to justify declining your claim.

For example, a deteriorating pipe might be excluded from cover, but the resulting water damage to your home may be treated differently under your policy. The exact wording and circumstances matter.

1. Get the evidence behind the insurer's decision

Ask your insurer for the following in writing:

• The exact policy wording it relies on, including the wear-and-tear exclusion and any clauses about gradual damage, leaks, or resulting damage.
• The technical evidence supporting its conclusion, such as a plumber's report, leak detection report, assessor's findings, photographs or moisture readings.
• The precise cause of the damage it has identified. Was it corrosion, a failed seal, a cracked pipe, a sudden rupture, a long-term leak, or something else?
• A breakdown of what is declined. Is the insurer excluding only the failed component, the resulting damage to floors, walls and ceilings, or the entire claim?
• Its explanation of how the evidence fits the policy wording. Ask why it considers the damage excluded rather than covered.

Don't rely solely on a phone explanation. Keep the claim decision and supporting material in writing.

2. Compare the cause with what your policy covers

New Zealand Consumer Protection gives a useful example: an old washing-machine hose fails because its rubber seals have deteriorated. The insurer may refuse to replace the hose but contribute to repairing the water-damaged lino and walls. That illustrates why the cause of the leak and the damage caused by the leak should be assessed separately, subject to the policy's terms. Insurance

Use this checklist when reviewing your claim:

• Was the leak sudden, or did water escape gradually over weeks or months?
• Is there evidence of deterioration, or is the insurer assuming wear and tear because the property is old?
• Does the policy exclude the faulty pipe, fitting or appliance only, or also the resulting damage?
• Does the policy have separate exclusions for hidden gradual damage, faulty workmanship, defective materials or lack of maintenance?
• Has the insurer considered all potentially covered parts of the claim?

A plumber's independent written opinion can be particularly useful if the insurer's report is vague or doesn't explain how the damage occurred. Ask the plumber to distinguish the likely cause of the failure, how long the leak may have been present, and what damage resulted from it.

Before paying for invasive testing or repairs, ask the insurer whether it will agree to the proposed investigation or contribute to the cost. Take photos and preserve any removed components where practical. Prevent further damage promptly, and keep receipts for reasonable emergency work.

3. Challenge the decision if the evidence doesn't add up

You can make a formal complaint to the insurer. New Zealand Consumer Protection recommends asking for another assessor to review the claim when you disagree with the decision. Insurance

You could send this:

Draft complaint to your insurer

Copy, edit and send by email.

I dispute the decision to decline my water-damage claim on the grounds of wear and tear.

Please provide the specific policy clauses relied upon, all relevant assessor and technical reports, photographs, and the evidence supporting your conclusion about the cause and duration of the water escape.

Please also explain separately why the failed component and each category of resulting damage are considered excluded under my policy.

I request a fresh review of the claim by an appropriately qualified assessor, taking into account any independent evidence I provide, and a written response addressing each of these points.

Please treat this as a formal complaint under your internal complaints process.

Copy complaint

Keep copies of your policy, claim correspondence, reports, photographs, repair quotes and receipts. Ask the insurer to confirm any relevant complaint or review deadlines.

4. Escalate if the insurer won't change its decision

In New Zealand, you can take the dispute to your insurer's independent, external dispute resolution scheme if its internal complaints process doesn't resolve the issue. These schemes are free for consumers. Making a complaint about your financial service providerHow to Make an Insurance Complaint (NZ)

• Insurance & Financial Services Ombudsman (IFSO): ifso.nz
• Financial Services Complaints Ltd (FSCL): fscl.org.nz

Check which scheme your insurer belongs to, and note any referral deadline in its final response or deadlock letter. How to Make an Insurance Complaint (NZ)Make a complaint

Let's check your specific claim

I can help you assess whether the insurer's explanation makes sense. The most useful starting point is the physical cause of the leak.

If you have the insurer's decline letter or the relevant policy wording, you can also paste it here after removing personal details. I can help you identify the specific arguments to check and questions to put back to the insurer.