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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

The insurer says a leak in my first home was caused by maintenance, but I had no idea it was there. Can I challenge that?

Yes, you can challenge it. An insurer saying a leak was caused by “maintenance” does not automatically end the matter — the key questions are what caused the leak, what your policy covers, and whether the insurer has enough evidence to rely on an exclusion. Financial Ombudsman

In New Zealand, you can ask the insurer to reconsider the decision. Your strongest points are usually:

  • You did not know about the problem: Explain that the leak was hidden or not reasonably detectable and that you had no knowledge of any defect or deterioration.
  • Ask them to prove the cause: Request the assessor’s report, photos, moisture readings, plumber’s report, and the specific policy wording they are relying on.
  • Challenge the “maintenance” conclusion: Ask what evidence shows the leak was due to a failure to maintain rather than a sudden or unexpected event.
  • Check the exact exclusion: Insurers can decline claims where damage is excluded (for example, gradual deterioration or lack of maintenance), but they need to apply the policy wording fairly. Consumer Protection
  • Provide your own evidence: A report from a plumber or building professional may help if it gives an alternative explanation for the leak’s cause.

A useful way to frame your complaint is:

“I dispute the conclusion that this damage resulted from maintenance failure. I was not aware of any leak or defect before the event, and I request evidence supporting the cause determination, including the expert assessment and the policy clause relied upon.”

If the insurer does not change its position, make a formal complaint through its internal complaints process. If it remains unresolved, you can take it to the insurer’s independent dispute resolution scheme, such as the Insurance & Financial Services Ombudsman Scheme or another scheme your insurer belongs to. These services are free for eligible complaints. Consumer Protection

A few details would help assess your position:

  1. Was the leak inside a wall/ceiling/underfloor or was it visible?
  2. Did the insurer say “gradual damage,” “wear and tear,” “lack of maintenance,” or something else?
  3. Was this your home insurance claim after buying your first home, and how long had you owned the house before the leak was found?
Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

The insurer says a leak in my first home was caused by maintenance, but I had no idea it was there. Can I challenge that?

Yes, you can challenge the insurer's decision. It is common for insurers to initially deny claims involving leaks by citing "lack of maintenance" or "gradual damage". However, the fact that you genuinely had no idea the leak was there is a critical factor in your favor.

1. Understand the Insurer's Position vs. Your Rights

  • The "Gradual Damage" Hurdle: Standard New Zealand house insurance policies cover sudden, accidental, and unforeseen damage. They typically exclude "gradual damage" (rot, mildew, or deterioration that happens slowly over time) because homeowners are expected to maintain their properties.
  • The "Hidden Leak" Exception: Many New Zealand insurance policies include a hidden gradual damage extension or benefit. This specifically provides limited coverage (often between $2,000 to $5,000) for damage caused by a leaking internal water pipe or waste disposal pipe that could not have been reasonably discovered by the homeowner.
  • The Definition of "Maintenance": An insurer cannot reasonably expect you to detect a leak hidden inside a wall cavity, under a floor, or behind cabinetry where routine visual checks are impossible.

2. Steps to Challenge the Decision

Ask your insurer for a written explanation of their decision, specifically referencing the exact clause and exclusions they are relying on. Review your policy document to check for a "hidden water leak" or "gradual damage extension" section. Collect builder, plumber, or leak-detection reports. If a professional can verify that the leak was entirely hidden (e.g., behind a wall lining or beneath a floor) and could not have been spotted during standard, reasonable home maintenance, submit this evidence to the insurer. If they maintain their declination, lodge a formal complaint through your insurer's **Internal Dispute Resolution (IDR)** process. Clearly outline why you believe the exclusion does not apply—emphasizing that the leak was hidden, you exercised reasonable care as a homeowner, and you reported/claimed it as soon as it became apparent. If the insurer upholds their decision through their internal process, you can take your complaint to the **Insurance and Financial Services Ombudsman (IFSO Scheme)**. This service is entirely independent, free for consumers, and its final decisions are binding on the insurer up to $500,000.

Tip: First home buyers are often held to an unfair standard where insurers label any pre-existing minor wear as "accumulated lack of maintenance." Pushing back with proof that the defect was latent or hidden can successfully overturn these initial declination letters.

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

The insurer says a leak in my first home was caused by maintenance, but I had no idea it was there. Can I challenge that?

AI Overview

Yes, you can absolutely challenge your insurer's decision. In New Zealand, insurance policies cover sudden and accidental events , but generally exclude gradual damage caused by a lack of maintenance. However, the fact that you had no idea the leak existed actually works in your favor for a specific type of coverage.

Here is what you need to know to challenge the decision:

1. Check for "Hidden Gradual Damage" Cover

Most comprehensive New Zealand house policies (such as those from AA Insurance, AMI, Tower, or AMP) include a specific policy extension called Hidden Gradual Water Damage.

  • What it covers: This extension is specifically designed for slow, undetected leaks behind walls, under floors, or in ceilings that you could not reasonably see.

  • The limits: If your policy has this, it will typically pay out between $2,000 and $5,000 (sometimes up to $10,000) to fix the resulting damage (like rotted timber or ruined drywall), though it usually won’t cover the cost of fixing the plumbing pipe itself.

  • The argument: If the insurer is denying the entire claim based on a "maintenance exclusion," review your policy wording. If the leak was hidden and from an internal pipe, argue that it should be covered under this extension.

2. The Burden of Proof is on the Insurer

To deny a claim completely based on a maintenance exclusion, the insurer cannot just guess. They must prove that the damage was caused by your failure to maintain the property.

  • Because this is your first home , you can argue that you have not owned the property long enough to have caused the issue through neglect, or that the issue was completely invisible during standard home care.

Step-by-Step Guide to Dispute the Claim

  1. Request the Assessor’s Report: Ask your insurer for a full copy of their assessor’s or plumber’s report, as well as the exact wording of the clause they are using to decline you. You are legally entitled to see this evidence.

  2. Get an Independent Opinion: Have a licensed plumber or builder inspect the leak area. Ask them to provide a brief written statement confirming that the leak was hidden from view and could not have been detected by regular maintenance.

  3. Lodge an Internal Dispute (IDR): Write a formal letter or email to your insurer's internal complaints team. Attach your plumber's statement and explicitly state that the damage was hidden and unforeseeable. Under the Fair Insurance Code, they must acknowledge your complaint within 5 business days and investigate it fairly.

  4. Escalate to the Ombudsman: If the insurer issues a final "deadlock letter" refusing to budge, you can take your case to the Insurance & Financial Services Ombudsman Scheme (IFSO) or Financial Services Complaints Ltd (FSCL). This service is entirely free for consumers, and their rulings are binding on the insurance company.

To help tailor the next steps, could you tell me:

  • Who is your insurance provider?

  • Was the leak hidden inside a wall or floor , or was it somewhere visible?

  • Did you get a pre-purchase building inspection report before buying the home?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

The insurer says a leak in my first home was caused by maintenance, but I had no idea it was there. Can I challenge that?

Yes, you can absolutely challenge the insurer’s decision. In New Zealand , a common point of contention in home insurance is the distinction between sudden/accidental damage and gradual damage or lack of maintenance (which standard policies generally exclude).

The fact that you had no idea the leak was there (often referred to as a "hidden" leak) is a critical factor, and many policies actually provide a specific, limited extension for hidden gradual damage (such as leaking pipes behind walls or under floors). [Insurance Council of New Zealand (ICNZ)]

Steps you can take to challenge the decision include:

  1. Request the full evidence and report: Ask the insurer for a detailed copy of the assessor’s, plumber’s, or builder’s report. You need to see the exact technical basis they used to determine the leak was due to maintenance or long-term wear rather than a sudden failure. [Insurance Council of New Zealand (ICNZ)]
  2. Check your policy wording carefully: Look specifically for clauses covering "hidden gradual damage", water leaks, or internal pipework. Many policies cover a limited amount (e.g., $2,000 to $10,000) for hidden leaks even if the damage took time to manifest, provided it wasn't reasonably discoverable. [Insurance Council of New Zealand (ICNZ)]
  3. Get an independent opinion: Consider hiring your own independent builder or certifying plumber to inspect the damage and provide a second opinion on when and why the leak occurred.
  4. Use the insurer’s internal dispute resolution (IDR): Formally lodge a complaint with your insurer's internal disputes department or dispute resolution team, laying out your evidence and pointing out that the damage was completely hidden and not reasonably visible or maintainable by you.
  5. Escalate to a free external dispute resolution scheme: If the internal review upholds the decline and you disagree, you can take your complaint to an external, independent dispute resolution scheme. New Zealand insurers belong to either the Insurance and Financial Services Ombudsman (IFSO) or Financial Services Complaints Limited (FSCL). These services are completely free for consumers and their determinations are binding on the insurer.

If you'd like to share:

  • The type of leak (e.g., a pipe behind a wall, a roof leak, or a shower liner)
  • Whether your policy mentions hidden gradual damage or a specific water damage limit

I can help you pinpoint what to look for in your policy wording.

Ask anything

Captured 11 October 2026