Every question, every answer, every source

If your insurer says your house claim is finished but the repair outcome still isn't liveable, you can challenge the decision and ask for the remaining problems to be put right. The insurer closing a claim does not, by itself, establish that the repair work is adequate or that your home is safe to occupy.

In New Zealand, the best next step depends on whether the insurer arranged the repairs, paid you a cash settlement, or relied on a builder's or assessor's sign-off. You should focus on two things: documenting why the house is not liveable and formally disputing the insurer's decision.

What you can do now

1. Put safety and liveability first

If there are exposed wiring issues, unsafe flooring, persistent damp, sewage problems, structural concerns or other hazards, don't move back in until the relevant safety concerns have been assessed. Ask the insurer in writing to confirm whether the property is safe to occupy and on what evidence.

Tell the insurer if you still need temporary accommodation and ask it to confirm whether accommodation costs can continue under your policy.

2. Collect evidence that the repairs aren't adequate

• Photograph and video each defect.
• Make a room-by-room list of what remains incomplete, damaged or unusable.
• Keep inspection reports, builder correspondence, repair schedules and the insurer's claim-closure letter.
• Consider getting an independent building surveyor or suitably qualified specialist to inspect the property and provide a written report.

Be specific about how each defect prevents normal use of the house, rather than relying only on a general statement that it isn't liveable.

3. Formally dispute the claim closure

Write to the insurer's claims manager and complaints team. State clearly that you dispute the closure because the repair outcome has not restored the property to an acceptable, liveable condition.

Ask for:

• The claim to be reopened or the outstanding defects to be dealt with under the existing claim.
• An independent reassessment of the repair work.
• A written explanation of the standards used to sign off the repairs.
• A rectification plan, with dates and a named person responsible.
• A decision on temporary accommodation and other additional costs while the home remains uninhabitable.

If the insurer arranged the repairs, New Zealand Consumer Protection says it is the insurer's responsibility to coordinate with the repairer to ensure the work meets a professional standard. Insurance

If the insurer refuses to act

You have several routes to escalate the dispute in New Zealand.

New Zealand Claims Resolution Service (NZCRS)

Particularly relevant if your claim involves a natural disaster. It provides independent guidance, case management and access to legal and technical support, and can help with dispute resolution.

Phone: 0508 624 327

Visit NZCRS

Insurance & Financial Services Ombudsman Scheme (IFSO)

If you cannot resolve the complaint internally, you can escalate it to your insurer's independent dispute resolution scheme. Check your policy or ask the insurer which scheme it belongs to. The service is free for eligible complaints.

Phone: 0800 888 202

Visit IFSO

Resolving disputes and claimsInsurance & Financial Services Ombudsman Scheme

Independent legal advice or the Disputes Tribunal

If the dispute remains unresolved, legal advice can help you assess your policy rights and whether court or tribunal proceedings are appropriate. The Disputes Tribunal handles eligible claims up to $60,000, but whether it is the right forum depends on the nature of your dispute and the remedies sought.

Disputes Tribunal

Making a claim through the Disputes TribunalGet a final decision on a complaint

A complaint you can send to your insurer

Email

Subject
: Formal complaint: Home insurance claim closed despite property remaining unliveable

Dear Claims Manager,

I am making a formal complaint about the closure of our home insurance claim.

Although you have advised that the claim is finished, we are still unable to move back into our home because the repair outcome has not left the property in a liveable condition.

We do not consider this matter resolved. We are asking you to review the decision to close the claim and address the outstanding issues preventing us from safely and reasonably occupying our home.

Please:

1. Reopen the claim or formally review the outstanding repair issues.
2. Arrange an independent assessment of the property's condition and the quality and completeness of the repairs.
3. Provide the reports, inspections and other evidence relied on when the repairs were signed off and the claim was closed.
4. Provide a written plan and timeframe for resolving the outstanding defects.
5. Confirm your position on temporary accommodation and reasonable additional costs incurred while we cannot return home.

Please register this as a formal complaint under your internal complaints process and confirm the next steps and expected response dates in writing.

We reserve our rights under the insurance policy and do not accept the claim closure as evidence that the repair work is satisfactory or that the property is fit to occupy.

We would appreciate an urgent response, given that we remain unable to return to our home.

Kind regards,

[Your name] [Claim number] [Property address]

A few important things to watch

• Don't assume you have to accept the builder's sign-off. Ask for the underlying inspection reports and the evidence supporting the conclusion that the work is complete.
• Keep records of additional costs. Save accommodation invoices, storage fees, travel costs and other expenses, and ask the insurer to confirm what your policy covers.
• Don't sign a final settlement or release without understanding its effect. If you've already signed one, get advice before assuming you can or cannot challenge it.
• Keep everything in writing. If you speak to the insurer by phone, follow up with an email recording what was discussed.

To help work out your strongest next step

The most important detail is how your insurer handled the repairs.

Did the insurer arrange and manage the building repairs, or did it pay you a cash settlement to organise the repairs yourself?

That distinction can materially affect who you should pursue and how best to challenge the outcome.