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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

My contents insurer is offering vouchers instead of cash. Can I choose how they replace my things?

In New Zealand, you may be able to choose how your damaged or lost belongings are replaced, but you don't automatically have the right to insist on cash instead of vouchers. It depends on the wording of your contents insurance policy and how your insurer is entitled to settle your claim.

The key distinction is between choosing the replacement items and choosing how you receive the money to replace them.

What are your rights?

  • Choosing the replacement items: Your insurer may be allowed to replace your belongings with the nearest equivalent items, rather than letting you choose any product you like. The replacement should meet the standard promised by your policy.
  • Vouchers instead of cash: Some policies expressly allow insurers to settle claims using cash, vouchers or store credit. For example, AA Insurance's published contents policy allows these options for certain claims, while reserving the choice of settlement method to the insurer. Contents Insurance PolicyHere are the details of your
  • Choosing a different retailer: You may not be entitled to insist on buying from your preferred shop if the insurer is arranging the replacement or the policy restricts how the claim is settled.
  • Replacement value versus present value: Check whether your policy promises a new equivalent item or only its second-hand value, as this can affect what you're entitled to receive. House & Contents Insurance: Sum Insured ExplainedHow to get the best house and contents insurance

What you can do now

  1. Ask for the policy clause that allows the insurer to pay with vouchers rather than cash.
  2. Ask for a cash settlement instead, explaining that you want to choose where and what to buy. Ask whether cash would reduce the settlement to the item's present or market value.
  3. Check the proposed replacements against the original items for quality, functionality and equivalent value. If they aren't genuinely equivalent, explain why in writing.
  4. Don't feel pressured to accept immediately. Consumer NZ advises checking that an offer meets your policy entitlements before accepting it. Home and contents insurance: How to make a claimHow to get the best house and contents insurance

You could write to your insurer:

Email

Subject
: Request to review contents insurance settlement

Kia ora,

Thank you for your proposed settlement of my contents claim.

I would prefer a cash settlement rather than vouchers, so I can choose the appropriate replacement items and retailer myself.

Please confirm the specific terms of my policy that allow you to settle my claim using vouchers, whether a cash settlement is available, and whether choosing cash would affect the amount payable.

Please also provide details of the replacement items being offered, including how you determined that they are equivalent to my original belongings.

I would appreciate a review of the proposed settlement before I make a decision.

Kind regards

If you can't resolve the issue, make a formal complaint through your insurer's complaints process. If necessary, you can escalate it to the insurer's free, independent dispute resolution scheme. Making a complaint about your financial service providerInsurance

I can help you work out your specific rights

Which insurance company is handling your claim? If you tell me the insurer's name, I can look at its policy wording and help establish whether it can require vouchers and whether you can choose the replacement items or retailer.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

My contents insurer is offering vouchers instead of cash. Can I choose how they replace my things?

Whether you can choose how your items are replaced depends entirely on the exact wording of your contents insurance policy contract.

In New Zealand, insurance is a contract of utmost good faith, and the rights of both you and the insurer are governed by the terms you agreed to when you bought or renewed the policy.

1. What does your policy wording say?

  • Insurers often hold the option: Many standard New Zealand contents policies contain a clause stating that the insurer has the discretion to settle a claim by repair, replacement, or a cash payout (or by issuing store vouchers/using a designated supplier). If your contract grants them this right, they are legally entitled to choose the method of settlement.
  • Check for restrictions: Look closely at the "Settlement" or "Claims" section of your policy document. Does it say the insurer may choose how to settle, or does it give you a say? Some policies allow cash payouts under certain conditions (e.g., if an item is irreplaceable or no longer available), while others tightly restrict it to prevent fraud or manage their preferred supplier discounts.

2. Why insurers offer vouchers or preferred suppliers

Insurers frequently partner with retail chains or supply networks to replace items. They do this because:

  • They receive wholesale or commercial discounts, which keeps overall claims costs (and your future premiums) lower.
  • It guarantees that the items replaced match "new-for-old" specifications without cash being mismanaged.

3. Can you negotiate for cash instead?

Even if the contract technically gives the insurer the right to supply vouchers or replacements, you can still negotiate:

  • Ask for a cash settlement: Contact your claims handler, explain why vouchers do not suit your needs (e.g., the preferred retailer doesn't stock what you need, or you are moving and need flexibility), and ask if a cash settlement is possible.
  • Be prepared for a discount (indemnity value vs. replacement value): Insurers sometimes calculate cash settlements based on what it actually costs them to source the item through their suppliers, or they might offer an indemnity (depreciated) value if the policy allows them to pay out cash instead of fulfilling a new-for-old replacement. Ensure you aren't shortchanged compared to the retail replacement value promised by a new-for-old policy.

What to do next

  1. Pull out your policy document or wordings schedule and search for terms like “How we settle”, “Option”, or “Replacement”.
  2. Talk to your claims manager directly. Politely state your preference for cash or a broader arrangement if the voucher restricts you to a single retailer.
  3. If you believe your insurer is acting unfairly or breaching the terms of your contract, you can escalate the matter through their internal dispute resolution process, or contact the Insurance & Financial Services Ombudsman (IFSO) or Financial Services Complaints Ltd (FSCL) for free, independent assistance.
Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

My contents insurer is offering vouchers instead of cash. Can I choose how they replace my things?

AI Overview

No, in most cases you cannot choose exactly how your insurer replaces your things.

Under New Zealand contents insurance policies, the "basis of settlement" clause gives the insurer the sole option to decide how they fulfill your claim. They can choose to repair the item, replace it through their own suppliers, or pay you out using cash, vouchers, or store credits.

Why Insurers Use Vouchers

Insurers prefer vouchers or direct replacement because they have commercial agreements with major retail groups. This allows them to source items at wholesale or discounted trade prices rather than paying full retail prices.

Your Rights Regarding Vouchers

While you generally cannot force the insurer to give you cash instead of vouchers, the settlement must still be fair and reasonable:

  • Equal Specs and Quality: If they provide a voucher or a store credit, it must be for a retailer that stocks an item of substantially the same spec, quality, and condition as the one you lost.

  • Locally Accessible: The voucher must be usable. For example, if you live in a rural area and they offer a voucher for a store that only operates online or has no physical presence near you, you can argue that it does not adequately reinstate your loss.

  • Expiry Rules: Under New Zealand's Commerce Commission rules, most gift cards and vouchers sold or issued from March 2026 must carry a minimum 3-year expiry date.

What Happens if You Insist on Cash?

If you strongly prefer cash (for example, if you want to buy a completely different type of item or buy from a second-hand market), you can ask your insurer for a cash settlement. However, be aware of the "cash-out trap":

  • The Trade-Discount Reduction: If an insurer offers cash instead of a voucher/replacement, they will typically only pay you what it would have cost them to replace it through their partner suppliers.

  • Example: If a television retails for $1,500 but the insurer's trade discount allows them to buy it for $1,100, your cash payout will likely only be $1,100. You will have to make up the $400 difference yourself if you shop at a normal retail store.

Next Steps to Handle Your Claim

  1. Review Your Policy Wording: Check the exact language under "How we settle claims" in your policy document (e.g., AA Insurance or Tower) to confirm their voucher rules.

  2. Negotiate the Retailer: If they offer a voucher for a store you do not shop at, ask if they can issue a voucher for a different partner retailer that carries similar inventory.

  3. Escalate Disagreements: If the voucher restricts you from getting a comparable replacement, raise a formal complaint with your insurer. If unresolved, you can take it to the Insurance & Financial Services Ombudsman (IFSO) or Financial Services Complaints Ltd (FSCL), depending on which scheme your insurer belongs to.

Would you like me to help you check the specific settlement rules for your particular insurance provider , or calculate the potential payout difference if you choose cash over a voucher?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

My contents insurer is offering vouchers instead of cash. Can I choose how they replace my things?

Whether you can choose how your items are replaced—or demand cash instead of vouchers—depends entirely on the specific wording of your insurance policy contract.

In New Zealand , general insurers are bound by the Fair Insurance Code managed by the Insurance Council of New Zealand (ICNZ), but the code itself does not strip an insurer of the methods of settlement they explicitly reserved in your contract.

Key Factors Determining Your Rights

  • Check your policy wording: Look at the "Settlement" or "How we pay claims" section of your contents policy document. Most modern policies explicitly state that the insurer has the sole discretion to choose whether to repair, replace, rebuild, or pay cash (or provide a voucher/store credit). If the contract gives them the option to settle via replacement or specific supplier vouchers, they are legally entitled to invoke that clause.

  • Exceptions where vouchers/credits apply: Many policies specify that certain types of total loss items (or specific categories like clothing, electronics, or specific retailer arrangements) can be settled via nominated supplier vouchers or store credits.

  • When you can negotiate or get cash: If your policy wording states they will pay the "indemnity value," "market value," or a specified cash sum, or if a replacement item is completely unavailable on the market, they may pivot to cash or an agreed equivalent. Additionally, if you believe the voucher restricts you unfairly or doesn't allow you to actually buy a nearest equivalent item, you can negotiate with your claims handler. [AA Insurance]

What You Should Do Next

  1. Review your policy document: Find the exact clauses detailing claim settlements to see what methods your insurer contracted you for.
  2. Talk to your claims handler: Contact them and explain why a cash settlement is more practical for your situation (e.g., if the specific store voucher doesn't stock the specialized brands or items you lost). Insurers will sometimes accommodate a cash payout (often minus a small handling discount or supplier cost depending on the company) if you make a reasonable request.
  3. Escalate if necessary: If you believe your insurer is acting outside of their policy terms or treating you unfairly, you can raise an internal complaint. If it remains unresolved, you can take it to your insurer’s approved external dispute resolution scheme, such as the Insurance & Financial Services Ombudsman (IFSO) Scheme.

If you'd like to share:

  • The name of your insurance provider
  • The specific wording in your policy about claim settlements

I can help you figure out what leverage you have in negotiating with them.

Ask anything

Captured 11 October 2026