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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

When does an in-person or phone service option matter for contents insurance?

In New Zealand, an in-person or phone service option matters for contents insurance when you need personal guidance, have a complicated situation, or want help resolving a claim rather than managing everything online.

Contents insurance generally covers belongings in your home, such as furniture, clothing, electronics and appliances, subject to your policy's terms, limits and exclusions.

When does personal service make a difference?

  • Choosing the right cover: You have expensive jewellery, artwork, musical instruments, bicycles or other valuables that may need specified-item cover or higher limits.
  • Understanding policy exclusions: You want to clarify cover for accidental damage, items taken outside the home, flatting, shared belongings or possessions kept in storage.
  • Making a claim: Your belongings have been stolen or damaged, and you need help understanding excesses, evidence requirements, replacement values or the next steps.
  • Dealing with a complex situation: You rent, share a house, are moving, or have belongings that are difficult to value.
  • Getting reassurance: You prefer to talk through your options with someone rather than interpret policy documents yourself.

Is phone or in-person service worth prioritising?

Your situation Importance
You have straightforward belongings and are comfortable buying online Lower
You need help comparing policy exclusions and limits High
You own several high-value items High
You are making a complicated or disputed claim Very high
You want someone to explain your options before you commit High

Phone support is often enough for questions about cover and claims. In-person service can be useful if you value face-to-face advice, but it is less widely available and may not be necessary. Some insurers also work through brokers rather than offering direct face-to-face support. InsuranceHow to Make an Insurance Claim

What should you check before choosing an insurer?

  • Can you speak to a real person by phone, and during what hours?
  • Can you get help with a claim, not just sales enquiries?
  • Can you speak to the same claims adviser as your claim progresses?
  • Is there an accessible complaints process if something goes wrong?
  • Does the policy offer the cover you need, at a reasonable premium and excess?

You can compare policy cover and customer service through Consumer NZ's house and contents insurance guide. How to get the best house and contents insuranceInsurance

Bottom line: Prioritise phone or in-person service if you want reassurance, need help understanding exclusions, or expect to need support with a claim. For a straightforward policy, strong cover and clear policy wording may matter more than having a physical branch.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

When does an in-person or phone service option matter for contents insurance?

An in-person or phone service option matters significantly for contents insurance when personal guidance, complex claims management, or immediate decision-making is required. While many standard insurance tasks (like routine renewals or updating addresses) are easily handled via apps or web portals, human-to-human service becomes critical in specific scenarios:

  • Major Catastrophes and Displaced Living: Following widespread events like floods, storms, or major fires, automated digital portals can become bottlenecked or overwhelming. Speaking to someone live via phone or meeting an assessor in person helps fast-track emergency accommodation, immediate financial advances, and complex recovery steps.
  • High-Value or Disputed Items: If you are claiming for expensive, unique, or hard-to-value contents (such as fine art, heirloom jewellery, or custom electronics), a phone conversation or in-person evaluation allows you to properly explain provenance, provide nuanced context, and negotiate replacement valuations that an automated text box cannot capture.
  • Vulnerable Customers or Digital Barriers: For policyholders who experience accessibility challenges, lack digital literacy, or struggle with complex online claim forms, talking through details with a customer service agent ensures that critical policy information is communicated accurately and fairly.
  • Disputed Claims and Denials: If a claim is partially or fully declined, trying to resolve a complex disagreement through asynchronous messaging can lead to frustrating delays. Speaking directly with a claims manager or dispute resolution team lets you provide immediate clarification and advocate effectively for your position.

In short, while routine digital self-service is efficient for minor claims, an in-person or phone service option is invaluable when human empathy, detailed negotiation, or urgent, complex problem-solving is needed.

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

When does an in-person or phone service option matter for contents insurance?

AI Overview

An in-person or phone service option matters for contents insurance in New Zealand when you need direct human guidance through complex claims, policy customizations, or non-standard underwriting situations.

When Phone or In-Person Service Matters Most

  • Filing Complex or Disputed Claims: Online portals are fast for straightforward losses, but speaking with an agent or adviser over the phone or visiting a branch (such as AA Insurance) is critical if a claim involves major household damage, theft disputes, or unclear policy wordings.

  • Insuring High-Value or Unique Items: If you own high-value collections, art, specific jewellery, or specialized equipment that exceed standard general limits, a phone conversation or in-person chat helps ensure proper itemized valuation rather than relying on automated forms.

  • Non-Standard Risk or Property Changes: If your living situation changes—such as moving into an older property, a flatting arrangement with shared liability, or a high-risk geographic area—an advisor can manually clarify sub-limits and exclusions.

  • Language or Digital Barriers: Customers who are less familiar with online self-service dashboards, chatbots, or digital claim uploads benefit from direct phone or face-to-face support.

If you're trying to decide on a provider, let me know:

  • Are you buying a new policy or filing a claim?
  • Do you have high-value items (like phones, laptops, or jewelry) you're worried about covering?
Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

When does an in-person or phone service option matter for contents insurance?

An in-person or phone service option can be critical for contents insurance when digital self-service tools fall short or when complex, high-stress situations arise. While online portals are convenient for routine tasks, live human interaction matters significantly in the following scenarios:

  • Complex or High-Value Claims: When filing a claim for major disasters (like a fire, major flood, or large-scale burglary) involving a high volume of destroyed or stolen items, talking through the loss over the phone or face-to-face with an adjuster helps ensure accurate itemisation and prevents costly omissions in your inventory.

  • Unusual or Non-Standard Items: If your contents include high-value specialty items—such as bespoke or inherited jewellery, fine art, rare collections, or specialized professional gear—standard online forms may not capture the correct valuation metrics or specific policy endorsements required.

  • Disputed Claims or Claim Rejections: If an insurer denies a claim or disputes the payout value, navigating the appeal process, clarifying policy wordings, or negotiating a settlement is much more effectively handled via direct conversation with a claims manager or consumer advocate.

  • Vulnerability, Stress, or Digital Exclusion: Following a traumatic event or sudden loss, navigating automated chatbots, complex multi-factor authentication, or dense digital claim portals can be overwhelming. Speaking with a compassionate representative provides immediate reassurance and guided support.

  • Policy Customisation and Fine Print: If you have unique living arrangements (e.g., flatting, moving between properties, storing items in a separate commercial unit, or running a small home-based business), an agent or phone representative can help correctly interpret whether standard residential limits apply or if specific extensions are necessary.

If you're currently dealing with a specific situation, tell me:

  • Are you filing a new claim or shopping for a new policy?
  • Does it involve high-value specialty items?

I can help you prepare what questions to ask your insurer.

Ask anything

Captured 11 October 2026