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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

What should I do if my contents claim is rejected and I think the decision is wrong?

If your contents insurance claim has been rejected in New Zealand and you believe the decision is wrong, you can challenge it. The best approach is to ask your insurer to explain the decision, gather evidence supporting your claim, and formally request a review. If that fails, you can escalate the dispute to an independent complaints service. InsuranceMaking a complaint about your financial service provider

What to do, step by step

1. Ask your insurer why the claim was rejected

Request the decision and reasons in writing. Ask the insurer to identify the exact policy wording or exclusion they relied on and explain how it applies to your circumstances.

Check whether the insurer has misunderstood what happened, overlooked evidence, or applied an exclusion incorrectly.

2. Gather evidence to support your claim

Collect as much relevant evidence as possible, such as:

  • Photos or videos of the damaged or stolen contents.
  • Receipts, bank statements, order confirmations or valuations.
  • Police reports, incident numbers or relevant correspondence.
  • Repair estimates or independent assessment reports.
  • Emails and messages exchanged with the insurer.
  • Your policy wording, including the terms that were in force when the incident happened.

If you don't have receipts, alternative evidence such as bank statements, photographs or online purchase records may still help. InsuranceHome and contents insurance: How to make a claim

3. Make a formal complaint and request a review

Write to your insurer's complaints team rather than relying only on a phone conversation. Explain why you disagree, refer to the evidence, and ask for the claim to be reconsidered. You can also ask whether a different assessor can review the decision.

Keep copies of everything and ask the insurer to confirm its response timeframe.

4. Escalate to an independent dispute resolution scheme

If your insurer won't change its decision, you can usually take your complaint to the scheme it belongs to. This service is free for consumers and independent of your insurer. Making a complaint about your financial service provider

Useful options in New Zealand include:

  • Insurance & Financial Services Ombudsman Scheme (IFSO): ifso.nz — phone 0800 888 202.
  • Financial Services Complaints Limited (FSCL): fscl.org.nz.

Check your policy or ask your insurer which scheme covers it. If your complaint remains unresolved, the scheme can investigate and may recommend or decide that your insurer should reconsider the claim or pay an amount. Making a complaint about your financial service providerResolving disputes and claims

5. Consider other options if the dispute continues

Depending on the type and value of your claim, you may be able to apply to the Disputes Tribunal or pursue legal action. If your claim involves natural disaster damage, the New Zealand Claims Resolution Service may also be able to help with mediation and advice. Get a final decision on a complaintResolving disputes and claims

A template you can send to your insurer

Email

Subject
: Formal complaint and request to review declined contents insurance claim

Dear Claims Team,

I am writing to formally dispute the decision to decline my contents insurance claim, reference [claim number].

I believe the decision should be reconsidered because [briefly explain why you disagree with the decision].

Please provide the specific policy terms and exclusions relied upon to decline my claim, together with an explanation of how they apply to the circumstances.

I would also like the claim to be reviewed, taking into account the evidence I have provided, including [list relevant documents or evidence].

Please confirm that this has been registered as a formal complaint and advise me of the next steps and expected timeframe for a response.

If the decision is upheld, please provide your final written response and explain how I can refer the matter to your independent dispute resolution scheme.

Kind regards,

[Your name]

I can help you challenge your specific claim

To give you more targeted advice, what reason did your insurer give for rejecting your contents claim?

For example, was it theft, accidental damage, water damage, a disputed value, lack of evidence, or an exclusion in the policy? If you share the reason (without personal details), I can help you identify the strongest grounds for challenging the decision.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

What should I do if my contents claim is rejected and I think the decision is wrong?

If a platform, marketplace, or content moderation service rejects your claim (such as a copyright takedown counter-notice, a trademark dispute, a content removal appeal, or an intellectual property claim) and you believe the decision is wrong, you generally have escalation options depending on the platform's internal policies and New Zealand law.

Here are the practical steps you can take at the New Zealand level:

1. Review the Rejection and Platform Policy

  • Check the reason: Platforms usually send a notification explaining why the claim or counter-notice was rejected (e.g., insufficient proof of rights, incomplete documentation, or failure to meet legal thresholds).
  • Consult Terms of Service: Look at the platform’s specific dispute resolution process, as many have a strict hierarchy of appeals.

2. Submit a Further Appeal or Provide Additional Evidence

  • Many platforms allow a secondary review if you can supply stronger documentation.
  • Depending on the context, this might include proof of ownership, a registered trademark or copyright certificate, commercial authorization, or a corrected legal counter-notice.

3. Understand New Zealand Legal Frameworks (If Applicable)

If the claim involves intellectual property or digital content hosted or accessed in New Zealand:

  • Copyright Act 1994: If your content was removed due to a copyright notice and you filed a valid counter-notice that was rejected, the complainant generally has a limited window (typically 14 days under New Zealand law) to initiate court proceedings to keep the material down. If they do not, the platform is legally required to restore the content.
  • Fair Trading Act 1986 / Consumer Guarantees Act: If the dispute relates to commercial listings, misleading claims, or consumer rights, misleading removals or platform disputes may fall under Commerce Commission guidelines or consumer protection standards.

4. Seek Independent Legal or Mediation Advice

If the financial or reputational stakes are high and internal appeals fail, you can consult:

  • Community Law Centres: For free legal information and initial guidance.
  • Intellectual Property Office of New Zealand (IPONZ): For formal guidance regarding registered IP (trademarks, patents, designs), though IPONZ does not arbitrate private platform content disputes.
  • Private Legal Counsel: An intellectual property or technology lawyer in New Zealand if formal legal letters (like a Letter of Demand) need to be sent to the platform or the opposing party.
Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

What should I do if my contents claim is rejected and I think the decision is wrong?

AI Overview

If your contents insurance claim has been rejected and you believe the decision is wrong, you do not have to accept the outcome. In New Zealand, insurance companies must follow a structured, multi-stage dispute resolution process under rules like the

Fair Insurance Code

. How to Make an Insurance Complaint (NZ) | ICNZMaking an Insurance Claim in NZ: Rights & Obligations

You can challenge the decision using the following step-by-step process.

1. Request the Full Written Reasons

Before launching an official dispute, contact your claims assessor and request a formal written explanation for the decline. Ask them to provide:

  • The exact clauses or exclusions in your policy wording that they are relying on.

  • Any reports, valuations, or evidence compiled by their investigators or loss adjusters.

2. Gather Your Supporting Evidence

To successfully overturn a decision, you must prove that the insurer's interpretation of the facts or policy is incorrect. Gather documentation to counter their specific reasons for rejection:

  • Proof of ownership and value: If they claim you lacked proof, track down bank statements, receipts, photos of the items in your home, or original instruction manuals.

  • Expert opinions: If the rejection is based on the cause of damage (e.g., gradual damage vs. sudden accidental damage), you can get independent quotes or technical assessments from qualified professionals or repairers.

  • Policy wording: Highlight text in your product disclosure statement that contradicts their assessment.

3. Launch an Internal Dispute Resolution (IDR) Review

Every insurer in New Zealand is legally required to have an internal complaints process, which is free to use. Do not just call your standard claims line; ask to escalate the matter to their internal complaints team.

Write a formal email or letter using templates like those provided by

Consumer NZ

. Under the Fair Insurance Code, the insurer must acknowledge your complaint within 5 business days and respond within 10 business days. They have up to 2 months to fully investigate and try to resolve it with you.

4. Escalate to an External Dispute Resolution Scheme

If your insurer refuses to change their mind after the internal review, they will issue a "letter of deadlock". Once you have this letter (or if 2 months pass without a resolution), you can escalate your case to the external dispute scheme that your insurer belongs to.

This service is completely free, independent, and impartial for consumers. Their rulings are legally binding on the insurer but not on you. Most New Zealand insurers belong to one of these two schemes:

IFSO Member Search

to see if your company is listed. You must contact them within 3 months of getting your deadlock letter.

Note: As of July 2024, these schemes can investigate and award binding property/contents disputes for values up to**$500,000 + GST**.

5. Final Recourse: Disputes Tribunal or Court

If the ombudsman scheme does not rule in your favor, or if your dispute exceeds their financial thresholds, you can take the matter further:

  • The Disputes Tribunal: For claims up to $30,000 , you can file a case with the

New Zealand Disputes Tribunal

. This is a quick, low-cost alternative to court where lawyers are generally not allowed to represent either side.

  • District or High Court: For highly complex or very high-value claims, you will need to seek formal legal representation from an insurance lawyer to sue the provider.

If you would like to map out the next immediate step, let me know:

  • Who is your insurance provider?

  • What specific reason did they give for declining the claim?

  • What is the estimated value of the items in dispute?

I can point you directly to the correct complaints channel or help clarify what evidence you need.

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

What should I do if my contents claim is rejected and I think the decision is wrong?

If your contents insurance claim has been rejected and you believe the decision is wrong, you do not have to accept it as final. New Zealand has a structured process you can follow to challenge the decision:

  1. Request the decision in writing
    If you haven't already, ask your insurer to provide their exact reasons for declining the claim in writing, including the specific policy clauses or conditions they are relying on. [QuoteHub NZ]
  2. Contact your insurer's Internal Dispute Resolution (IDR) process
    Ask to have your case reviewed by a manager or the company’s internal complaints department. Provide any missing information, clear up misunderstandings, or supply additional evidence (such as extra photos, receipts, repair quotes, or proof of ownership) that addresses the reason for the rejection. Insurers are required to have an internal complaints process.
  3. Escalate to an external Dispute Resolution Scheme (DRS)
    If your insurer maintains their refusal or fails to resolve the complaint within two months (a deadlock), you can take your case to an independent, approved dispute resolution scheme. In New Zealand, insurance companies belong to one of two main schemes:
  • The Insurance& Financial Services Ombudsman (IFSO) Scheme: You can check their guidelines or file a case via the IFSO Complaints Page.
  • Financial Services Complaints Ltd (FSCL) : An alternative scheme depending on which organization your specific insurer is registered with.
    Note: Using these ombudsman services is completely free for consumers, but you generally need to bring your complaint to them within a specific timeframe (often within 2 months of a deadlock or 2 years of the insurer's final response).

If you'd like, let me know:

  • Why the insurer said they declined the claim (e.g., non-disclosure, wear and tear, exclusions, or lack of proof)
  • What kind of evidence or response you received from them

I can help you figure out how to structure your dispute response.

Ask anything

Captured 11 October 2026