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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

Which NZ house insurers offer useful human advice when I have a complicated question?

If you have a complicated question about house insurance in New Zealand, I’d prioritise an insurer that lets you speak to a knowledgeable person who can explain the policy, discuss unusual circumstances and clarify what is and isn’t covered — rather than one that mainly directs you to online FAQs or a call centre script.

There’s an important distinction between getting good advice before you buy and getting useful help when you make a claim. An insurer might be excellent at one and frustrating at the other.

For a complicated situation, I’d look at three things:

  • Access to a human expert: Can you talk to someone who understands policy wording, exclusions, special building features and unusual risks?
  • Willingness to explain: Will they discuss your specific scenario, preferably in writing, instead of giving a generic answer?
  • Escalation: If the first person can’t answer, can your question go to an experienced underwriter or claims specialist?

My shortlist for New Zealand

  1. Tower Insurance — a good direct-insurer starting point

Tower explicitly offers a callback from its house insurance experts, so you can request a conversation rather than relying solely on online information. Its nominated representatives can provide advice on Tower's own insurance products. Request a call - house insurance

Best for: discussing policy options, exclusions and questions before purchasing.

Request a callback from Tower's house insurance team

  1. Ando — worth considering for unusual properties

Ando sells house insurance through insurance brokers, rather than directly to the public. It offers options for features such as retaining walls and landscaping, plus specialist cover for premium homes. Its model gives you a broker to discuss your circumstances with. Hello. Welcome to Ando.House

Best for: distinctive homes, higher-value properties, unusual building features or situations that need a more tailored assessment.

Explore Ando house insurance

  1. Vero — worth approaching through a broker

Vero distributes house insurance through brokers, which can be helpful if you want someone to work through a complex scenario and compare available cover. Ask the broker whether they can get a written answer from Vero's underwriting team before you commit. Home Insurance NZ 2026: Providers ComparedWhat do I need to know about insurance?

Best for: situations where the precise wording, risk assessment or acceptance of a particular property feature matters.

Vero's website

These are recommendations based on their advice channels and product models, not a verified ranking of which insurer has the friendliest or most knowledgeable staff. Public information alone can't reliably establish how well an individual representative will handle a difficult question.

My strongest recommendation: consider an insurance broker

If your question is genuinely complicated, I would start with a registered insurance adviser or broker who handles residential property insurance rather than contacting five insurers' general call centres.

New Zealand's Consumer Protection guidance specifically notes that brokers can help identify risks and compare policies. Consumer NZ also reports cases where brokers helped customers access benefits they hadn't realised were covered. The insurer still makes the final claims decision. InsuranceHow to get the best house and contents insurance

A broker is particularly worth considering if your home has unusual construction, previous damage, retaining walls, a history of water ingress, extensive renovations, or another feature that makes standard policy wording difficult to interpret.

Before engaging one, ask whether they can access several insurers, how they're paid, and whether they'll obtain written answers to your specific questions.

How to test whether an insurer will give useful advice

I would send your question in writing before buying a policy. For example:

Email

Subject
: Request for clarification on house insurance cover

Hello,

I'm looking for house insurance and have a question about a particular aspect of my property and how it would be treated under your policy.

Could someone with the appropriate technical or underwriting knowledge review my circumstances and explain:

  • Whether this situation would be covered.
  • Which policy terms, exclusions or special conditions would apply.
  • Whether you need any additional information to assess it.
  • Whether you can confirm your answer in writing.

I'd prefer to understand the position clearly before taking out cover, rather than discover a misunderstanding at claim time.

Thank you.

A useful answer addresses your actual scenario, identifies relevant policy wording and explains any uncertainty. A generic reassurance such as “you should be covered” is not enough.

One question that would help me narrow this down

What makes your question complicated? For example, is it about an older or unusual house, a previous claim or existing damage, flood or landslip risk, renovations, or interpreting an exclusion in a policy?

If you tell me the issue, I can narrow the shortlist to the insurers or broker-based options most worth approaching for that particular problem.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

Which NZ house insurers offer useful human advice when I have a complicated question?

When you have a complicated house insurance question in New Zealand—such as dealing with unique architectural features, complex sum insured calculations, lifestyle blocks, or non-standard land/rebuilding risks—some insurers and provider networks are better structured to give you nuanced, human-driven guidance rather than pushing you through an automated online chatbot or rigid questionnaire.

The top options for human advice and specialist support include:

1. Mutual and Member-Based Insurers

  • MAS (Medical Assurance Society): Highly regarded for personalized service, MAS focuses heavily on professional groups but is famous for human-centric support and thorough policy guidance. Their member support team is based locally and handles complex queries around high-value or unique residential builds exceptionally well.
  • SBS Insurance: As part of SBS Bank, they explicitly promote talking directly to local insurance advisers or team members via phone (0800 002 002) to work through complicated coverage decisions and tailor options to your property.

2. Major Insurers with Dedicated Specialist Teams

  • AMI and State: While they are large mainstream brands (under the IAG umbrella), both maintain dedicated local contact centers with specific phone lines for personal insurance. AMI also features physical hubs in select regions if you prefer face-to-face conversations. When you call with a complex query, you can request to speak directly with an insurance specialist rather than relying on their self-service tools.
  • AMP: AMP provides access to dedicated insurance specialists via phone (0800 267 263) specifically designed for customers who are unsure about their coverage needs or have complicated scenarios that standard online calculators cannot capture.

3. Insurance Brokers (The Best Route for Truly Complex Scenarios)

If your question involves severe complications—such as previous land slip issues, commercial-residential crossovers, heritage listings, or unusual construction materials—dealing directly with an insurer can sometimes hit a brick wall of standard policy wording.

  • Using a Broker: Working with an independent broker (via networks like IBANZ—Insurance Brokers Association of New Zealand) means a professional human acts on your behalf. They navigate the underwriting rules across multiple domestic and international insurers (like Crombie Lockwood, Rothbury, or smaller independent advisers) to negotiate terms for complicated properties.

Are you dealing with a specific property complication (like a unique build type, land stability issue, or lifestyle block)?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

Which NZ house insurers offer useful human advice when I have a complicated question?

AI Overview

If you are dealing with a complex property layout, historical issues, or tricky hazard-zone questions, the algorithm-driven, digital-first insurers can feel impossible to deal with. For nuanced, highly specific human advice, FMG and MAS (Medical Assurance Society) are consistently rated as the best options in New Zealand for direct human service, while employing an independent insurance broker remains the gold standard for navigating deeply complicated scenarios.

The main options for accessing high-quality human advice for complex New Zealand house insurance queries include:

1. The Mutual and Member-Based Insurers (Best for Direct Calls)

Smaller, member-focused insurance companies repeatedly beat the major corporate brands in consumer service surveys. Because they operate on a mutual or member-benefit model, their phone consultants are generally given more autonomy to discuss unique scenarios rather than just reading from a script.

  • FMG (Farmers Mutual Group): Though originally for the rural sector, FMG Insurance covers residential homes nationwide. They have won the Consumer NZ People's Choice Award for multiple consecutive years due to their outstanding, personalized local customer support.

  • MAS (Medical Assurance Society): Historically for medical professionals but now open to all professionals and their families, MAS Insurance consistently scores the maximum possible points for communication and customer service in the annual Canstar Satisfaction Awards. They are also unique in offering full-replacement policies rather than strictly "sum insured" limits, meaning their team is accustomed to evaluating complex rebuild scenarios.

2. Independent Insurance Brokers (Best for Highly Complex Risks)

If your question involves severe local risks (like a recent Category 2 hazard mapping, coastal erosion, unconsented historical additions, or a unique architectural design), standard direct-to-consumer insurers may simply decline you online.

In this case, your best path to real human advice is an independent insurance broker.

  • How it works: Brokers advocate for you. They can talk directly to underwriters at corporate firms like Vero or NZI —channels that everyday consumers cannot call directly.

  • Where to find them: You can source a qualified human expert through the Insurance Brokers Association of New Zealand (IBANZ).

3. Highly Rated Direct Corporate Insurers

If you prefer a mainstream provider, some handle complex customer support queries better than others:

  • AA Insurance: Frequently highly commended by Consumer NZ and Canstar for customer service, AA Insurance operates a large, locally based call center team known for clear communication when evaluating claims or policy adjustments.

Comparison of Service Types

Provider / Channel Best Suited For Customer Service Recognition How to Contact
FMG Regular homeowners wanting a highly responsive, community-minded direct line. Multi-year Consumer NZ People's Choice Winner. Phone & Branch
MAS Professionals looking for full-replacement policies and detailed advisory calls. Top ratings across all Canstar satisfaction variables. Phone & Advisory Teams
Insurance Broker Properties with high hazard mapping, complex title issues, or previous claims histories. Tailored professional advice; regulated by financial standards. Local IBANZ Broker
AA Insurance Mainstream homes needing reliable, award-winning helpline support. Consistently high Consumer NZ & Canstar placement. Phone & AA Centres

If you'd like to narrow this down, feel free to share a few details about what makes the situation complicated (e.g., a specific hazard zone, an unusual build style, or a prior claims issue) so I can point you toward the most appropriate route.

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

Which NZ house insurers offer useful human advice when I have a complicated question?

When you have a complicated or non-standard question about house insurance in New Zealand (such as unique architectural features, heritage listings, complex multi-ownership, or land stability concerns), mutual insurers and specialized rural/community providers consistently rank highest for personalized human support and customer satisfaction, according to independent data from Consumer NZ.

The top-rated providers known for accessible, high-quality human advice and communication include:

  • MAS (Medical Assurance Society): Consistently scores the highest overall customer satisfaction ratings for house insurance in Consumer NZ surveys. As a mutual society, members frequently praise their approachable staff, tailored policy advice, and willingness to talk through complicated scenarios rather than relying strictly on automated scripts. [Consumer NZ]

  • FMG (Farmers Mutual Group): A perennial Consumer NZ People’s Choice award winner that excels in regional, rural, and lifestyle property advice. FMG utilizes a network of local rural managers and advisors who are accessible for in-person or direct phone conversations when dealing with complex or non-standard residential setups.

  • AA Insurance: While a larger direct insurer, they frequently rank well above average for telephone communication and customer support responsiveness, making them a solid alternative if you need a responsive human voice to untangle policy wording or optional benefits.

Note: Major bank-owned insurers (such as ASB, ANZ, or BNZ) often score lower in independent satisfaction surveys regarding complex communication and specialized support compared to dedicated insurer operators. If your situation is deeply specialized, working directly with an independent insurance broker via Financial Advice New Zealand can also secure you a dedicated human expert who negotiates and clarifies terms across multiple providers on your behalf. [Consumer NZ]

If you'd like, tell me more about your situation:

  • Is the property a standard residential home , a heritage/historic building , or a rural/lifestyle block?
  • What is the nature of the complicated question you're trying to solve?

I can give you a more tailored recommendation on whether an insurer, a mutual, or an independent broker is your best path forward.

Ask anything

Captured 11 October 2026