How to choose a New Zealand house insurer when phone service matters most

If being able to speak to a real person easily matters more to you than having a good app, I would choose your house insurer based on the quality and accessibility of its phone support, claims handling, and willingness to help customers who prefer not to manage things digitally.

The key is to distinguish between an insurer that has a phone number and one that provides genuinely accessible telephone service when you need help with a damaged home, a complicated policy question, or a stressful claim.

1. What to prioritise when comparing insurers

I'd assess insurers in this order:

Priority	What to look for	Why it matters
1. Phone accessibility	A clearly published number, reasonable opening hours, and a straightforward route to a person	You shouldn't have to rely on an app or chatbot to get help.
2. Claims support	A dedicated claims team and the ability to discuss your claim with a person	Claims can involve complex questions, repairers, and substantial costs.
3. Quality of communication	Staff who explain decisions clearly, answer questions, and keep you informed	Accessible service means more than simply reaching someone.
4. Support for non-digital customers	The ability to arrange cover, make changes, submit information, and follow up by phone	Some insurers make digital self-service their preferred approach.
5. Complaint handling	A documented internal complaints process and access to an independent dispute resolution scheme	Important if you disagree with a claim decision or receive poor service.
6. Cover and exclusions	Suitable protection for your home, including the relevant natural hazard risks	Excellent phone service is of little value if the policy doesn't adequately protect your home.
7. Premium and excess	Competitive premiums and an excess you could comfortably afford	The cheapest premium isn't necessarily the best overall value.

My recommendation: Give phone accessibility and claims support more weight than the quality of an insurer's app, website, or online quote process.

2. New Zealand insurers worth comparing

I'd start with these three providers and test their telephone service before deciding. This is a shortlist based on published contact arrangements, not a ranking of customer satisfaction.

State Insurance — a good starting point for phone accessibility

• Phone: 0800 80 24 24.
• Published hours: Monday–Friday, 8 am–6 pm; weekends and public holidays, 9 am–6 pm.
• Claims: You can call for help with home claims, and State specifically provides a separate support number for customers who need extra assistance.
• Why I'd consider it: The published hours include weekends, and its support arrangements explicitly recognise that some customers need additional help.
• What to check: Ask whether you can manage your policy and complete a typical home claim entirely by phone, without using the app or online account.

Sources: State's contact details and home claims information. state.co.nz, state.co.nz

AMI Insurance — worth checking for telephone claims support

• Phone: 0800 100 200 for urgent claims support.
• Claims: AMI offers online and app-based claims, with telephone support available for urgent assistance.
• Why I'd consider it: It's a useful comparison against State when assessing how much help is available directly from a person.
• What to check: Ask for the ordinary home-claims phone number and its opening hours, and confirm whether non-urgent claims can also be lodged by phone.

Source: AMI home claims. ami.co.nz

Tower Insurance — worth checking if you want direct contact with a claims manager

• Phone: 0800 379 372 for new quotes and general enquiries.
• Published hours: Monday–Friday, 8 am–6 pm; Saturday, 9 am–5 pm; closed Sunday. Public-holiday hours are listed as 9 am–5 pm.
• Claims: Tower says customers should contact their claims manager directly, with the manager's contact details available through My Tower.
• Why I'd consider it: Saturday telephone service is available.
• What to check: Because Tower directs customers to My Tower to find their claims manager's contact details, ask whether you can obtain and retain those details without having to use the online account.

Source: Tower contact details. tower.co.nz

My initial preference

If phone access is your main concern, I'd investigate State first, then compare AMI and Tower.

That is a starting point based on published contact arrangements, not proof that State has shorter waiting times or better staff. I haven't established which insurer has the best actual telephone experience, so I'd test that directly before buying.

3. The best way to test phone service before you buy

I would actually telephone each insurer before accepting a quote. You'll learn more from a real interaction than from a polished website.

Ask these five questions:

1. Can I do everything by phone? Can I buy a policy, change my details, renew, pay, and make a claim without using an app?
2. How do I reach a person? Is there an automated menu, and can I speak to a staff member without going through an online chatbot?
3. What happens when I make a claim? Will I have a named claims handler or someone I can call directly?
4. What if I need help outside business hours? Is telephone support available during evenings, weekends, and public holidays?
5. Can you send everything by post or email? Can you provide policy documents, renewal notices, and claim updates without requiring me to sign into an account?

Pay attention to how the person answers. Are they patient? Do they explain things clearly? Do they offer alternatives when you say you don't want to use an app?

A useful test is to say:

"I prefer to manage my insurance by telephone rather than through an app. If my house were damaged and I needed to make a claim, could I handle the whole process by speaking to your staff? Please explain exactly how that would work."

You don't need to make a purchase to ask this question.

4. Don't sacrifice the insurance cover itself

Once you've identified insurers with suitable phone service, compare their actual policies.

Consumer NZ's house insurance buying guide recommends checking cover levels, excesses, rebuild costs, and natural disaster protection. It also explains the differences between sum-insured and full-replacement policies. Consumer NZ

In particular, check:

• Rebuild cover: Is the insured amount sufficient to rebuild your home, including demolition and associated costs?
• Natural hazards: What happens if your home is damaged by an earthquake, flood, storm, or landslide? The relevant cover and exclusions differ.
• Excess: How much would you have to pay towards a claim?
• Temporary accommodation: Would your policy help with accommodation costs if you couldn't live in your home after an insured event?
• Property-specific risks: Are retaining walls, outbuildings, driveways, and other features adequately covered where relevant?

You can also consult the Natural Hazards Commission's explanation of NHCover to understand the relationship between government natural-hazards cover and your private home insurance.

5. Consider using an insurance broker

If you'd prefer to speak to a person who can help you compare options, an insurance broker may be worth considering.

A broker can help identify risks, compare policies and prices, and explain differences between insurers. However, ask which insurers they can access and whether they'll help you with claims or simply arrange the policy.

New Zealand's Consumer Protection insurance guidance explains when using a broker may be helpful.

Also check which independent dispute resolution scheme the insurer belongs to. New Zealand financial service providers must belong to an approved scheme, and these services can help resolve eligible complaints. See the government's guidance on insurance complaints.

My final recommendation

I'd begin by calling State, AMI and Tower, asking each the same questions, and choosing the one that offers the most reassuring combination of telephone access, claims support, suitable cover, and affordable premiums.

I wouldn't pay extra for a sophisticated app you don't want to use. I'd be more interested in knowing that, if a storm damaged your roof or you needed to discuss a complicated claim, you could pick up the telephone and get useful help.

One question that would help me narrow this down

When you say accessible phone service, which matters most to you?

• A. Being able to speak to a real person without a long wait or complicated automated menus.
• B. Being able to manage everything by phone, without needing an app or website.
• C. Having a patient, helpful person who can guide you through a claim from beginning to end.
• D. All three.

Your answer would help me prioritise the most suitable insurers for you in New Zealand.