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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 previous contents claim was badly handled. What claims questions should I ask a new insurer?

If a previous contents claim was handled badly, I’d focus your questions on how the new insurer handles claims, not just the premium. In New Zealand, insurers can differ significantly in wording, exclusions, evidence requirements, repair processes, and complaints handling. Consumer Protection

Here are useful questions to ask before signing up:

Claims process

  • “Who actually manages my claim from start to finish?”

    • Is it handled by your own staff, a third-party claims company, or contractors?

  • “What are your typical timeframes for assessing and resolving a contents claim?”

    • Ask for examples, not just “as soon as possible”.

  • “What happens if I disagree with the assessor’s decision?”

    • Ask who reviews decisions and whether a different person reassesses the claim.

  • “Can I choose my own repairer or replacement supplier?”

  • “If an item can’t be repaired, do you replace it with a similar new item, pay market value, or use depreciation?”

Proof and documentation

  • “What evidence do you require for a contents claim?”

    • Ask specifically about:
      • receipts
      • bank statements
      • photos/videos
      • valuations
      • serial numbers
      • proof of ownership

  • “How do you assess the value of older items where I no longer have receipts?”

  • “Do you require a contents inventory before a claim, or is it enough to provide evidence after an event?”

Cover details

  • “Is my contents cover based on replacement value or current value?”

  • “What are the main exclusions that commonly surprise customers?”

  • “Are there limits on specific items?”

    • For example:
      • jewellery
      • electronics
      • bicycles
      • tools
      • collectibles
      • artwork

  • “Are accidental damage and accidental loss included, or are they optional extras?”

  • “What situations have caused claims to be declined most often?”

If you had a previous claim problem

Be upfront and ask:

  • “Given my previous claims experience, what information should I provide now to avoid problems later?”

  • “If you declined a future claim, what written explanation would I receive?”

  • “Can I see a copy of the policy wording and claims process before purchasing?”

New Zealand insurers require customers to provide accurate and complete information when applying and claiming; missing relevant information can affect whether a claim is paid. Consumer Protection

Complaints and escalation

Ask:

  • “What is your formal complaints process?”

  • “Who reviews a complaint if I disagree with the original claims decision?”

  • “Which external dispute resolution scheme are you part of?”

Insurers in New Zealand must have a complaints process, and customers can use external dispute resolution schemes if a complaint cannot be resolved. Consumer Protection

A good final question

Ask:

“If I had the same type of claim again that went badly with my previous insurer, what would you do differently?”

The answer can reveal whether they focus on customer outcomes or just policy wording.

If you tell me what type of contents claim went badly (theft, water damage, accidental damage, fire, valuables, etc.), I can suggest more targeted questions.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

My previous contents claim was badly handled. What claims questions should I ask a new insurer?

Switching insurers after a frustrating claims experience is a common and practical step. When vetting a new insurance provider in New Zealand, your goal is to uncover how they actually handle the moments that matter—settling claims—rather than just comparing upfront premium costs.

The following strategic questions will help you evaluate a new insurer's claims reliability and transparency:

1. Questions About Claims Transparency and History

  • "How do you define and weigh my past claims history when calculating my premiums and acceptance?"
    • Why it matters: In New Zealand, insurers look closely at your "loss history". Clarify how many years of history they review (usually 3 to 5 years) and whether minor or "not-at-fault" claims will unfairly penalize your rates.
  • "What is your average turnaround time for claims settlement once all documentation is submitted?"
    • Why it matters: Delays are a major source of frustration. Ask if they have internal service level agreements (SLAs) or performance metrics for how quickly standard contents or property claims are processed.

2. Questions About the Process and Discretion

  • "Can I choose my own repairers or contractors, or am I locked into a preferred supplier network?"
    • Why it matters: If you had a bad experience because an insurer's preferred repairer did poor work or took too long, you need to know if you have the flexibility to use a trusted local tradesperson.
  • "What specific evidence or documentation will you require upfront if I need to make a claim?"
    • Why it matters: Knowing their exact expectations for proof of ownership (e.g., receipts, serial numbers, valuation certificates, or photographs) prevents nasty surprises later if you have to claim.

3. Questions About Policy Specifics and Excess

  • "Are there any specific exclusions or sub-limits in this policy that commonly catch customers out?"
    • Why it matters: Read the fine print. Ask them to explicitly point out standard exclusions around accidental damage, wear-and-tear, or high-value items (like jewelry, tech, or art) that might require separate itemization.
  • "How does your excess structure work across different types of claims, and are there options to adjust it?"
    • Why it matters: Ensure you understand what baseline amount you will out-of-pocket per claim, and whether voluntary excess adjustments can lower your ongoing premiums.

4. Questions About Dispute Resolution

  • "If a claim is disputed or declined, what is your internal escalation process, and what external dispute resolution scheme are you a member of?"
    • Why it matters: All reputable financial service providers in New Zealand must belong to an approved dispute resolution scheme (such as the Insurance & Financial Services Ombudsman Scheme - IFSO, or Financial Services Complaints Limited - FSCL). Knowing this pathway gives you a safety net if things ever go wrong.

Pro-Tip for Switching

Make sure your new policy is fully bound, active, and confirmed before you cancel your old policy to avoid any accidental gaps in coverage. When applying, ensure you fully disclose your previous claims history honestly—even if it was poorly handled by the last insurer—to prevent any issues with non-disclosure down the track.

Are you currently shopping around for home/contents insurance, vehicle insurance, or another type of policy?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

My previous contents claim was badly handled. What claims questions should I ask a new insurer?

AI Overview

Switching insurers after a poorly handled contents claim is a smart move, but to avoid a repeat experience, you need to understand exactly how a new company manages disputes, payouts, and customer service.

When shopping for a new contents insurance policy in New Zealand, ask prospective insurers these targeted questions to ensure you get a fairer, smoother claims process next time:

🛠️ The Claims Process & Support

  • "Do I get a dedicated claims manager, or will I speak to someone new every time I call?"

  • Why it matters: Having a single point of contact prevents you from repeating your story and reduces administrative delays.

  • "Are your claims teams based in New Zealand, and what are their operating hours?"

  • Why it matters: Local teams understand the NZ market, local retailers, and regional supply chain timelines better than offshore call centres.

  • "What is your average turnaround time for assessing and settling a standard contents claim?"

💰 Payouts & Item Valuation

  • "How do you determine 'Replacement Value' versus 'Market Value' (indemnity) for older items?"

  • Why it matters: Some insurers will pay for a brand-new equivalent item, while others will heavily depreciate the value based on age, leaving you out of pocket.

  • "What proof of ownership do you require if the original receipt is lost or destroyed?"

  • Why it matters: If your items are damaged in a fire or flood, receipts are often gone. Ask if they accept bank statements, photos, or serial numbers instead.

  • "Are there strict sub-limits on high-value items (like jewellery, electronics, or bicycles), and do I need to specify them on the policy?"

⚖️ Disputes, Complaints, & Advocacy

  • "If I disagree with an internal claims assessor's decision, what is your formal internal dispute process?"

  • "Which external dispute resolution scheme are you registered with?"

  • "How long do you legally have to respond to a formal complaint before I can escalate it?"

  • Note: In New Zealand, insurance companies must belong to an independent body like the Insurance & Financial Services Ombudsman (IFSO) or Financial Services Complaints Ltd (FSCL). If a claim goes wrong, these schemes provide a free, independent review.

📝 Policy Disclosures

  • "How will my previous poorly handled claim affect my premiums or my excess options with you?"
  • Why it matters: You are legally required to disclose previous claims. Be honest about what happened, but explain why it was poorly handled to see how it impacts your risk profile.

If you want to narrow down your options, tell me:

  • Which insurance company handled your previous claim poorly? (So we can avoid their parent/sister brands).

  • Are you looking for basic cover or premium/comprehensive cover?

  • Do you have specific high-value items (like cameras, laptops, or jewellery) you need to protect?

I can help you compare how different NZ insurers structure their policies and dispute resolution reputations.

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

My previous contents claim was badly handled. What claims questions should I ask a new insurer?

  • Accidental damage vs. Specified events : Ask if their standard policy covers accidental damage (loss or damage caused by sudden, unforeseen, and accidental physical events) or only defined events (like fire, theft, or storm).

  • New for old vs. Indemnity : Check if they settle claims on a new for old basis (replacing old items with brand new equivalents without a deduction for wear and tear) or if they factor in depreciation.

  • Unspecified vs. Specified items : Clarify the single-item limit for unspecified personal items and which high-value belongings (like jewellery, art, or high-end electronics) need to be individually specified on the policy to be fully covered.

  • Excess structure : Ask what the standard excess amount is, whether it changes for certain types of claims (like theft or earthquake), and if there are options to adjust the excess to lower your premium.

  • Temporary accommodation limits : Find out if the policy includes temporary accommodation if your home becomes unlivable after an insured event, and check what the maximum payout limit or time frame is for that coverage.

  • Pairs and sets : Check how they handle damage to a pair or set (e.g., if one earring or one part of a matching couch set is destroyed, whether they cover replacing the whole set or just the damaged piece).

  • Dispute resolution process : Ask what their internal dispute resolution timeframe is and whether they belong to an external independent dispute resolution scheme, such as the Financial Services Complaints Ltd (FSCL) or the Insurance & Financial Services Ombudsman (IFSO).

If you'd like, let me know:

  • What types of high-value items (e.g., jewellery, bikes, tech) you need to cover
  • Whether you are insuring contents in a rental property or your own home

I can help you tailor these questions further or pinpoint what specific limits to watch out for.

Ask anything

Captured 11 October 2026