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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 insurer replaced my stolen items with cheaper versions. How do I challenge that?

If your insurer has replaced stolen items with cheaper versions, the key question is what your policy promised — for example, replacement with a comparable item, replacement value, market value, or a cash settlement. In New Zealand, you can challenge a claim outcome if you believe the insurer has not applied the policy fairly or correctly. Consumer Protection

Steps to challenge the replacement

  1. Check your policy wording
    Look for sections such as:

    • “replacement”
    • “new for old”
    • “contents replacement”
    • “market value”
    • “indemnity value”
    • “sum insured”

    If your policy says the insurer will replace items, compare the replacement items they supplied with the originals:

    • brand and model
    • specifications
    • quality
    • capacity/features
    • age and condition

  2. Gather evidence
    Put together:

    • photos of the stolen items (if you have them)
    • receipts, bank statements, emails, warranties, manuals
    • screenshots showing the original model and current equivalent prices
    • details showing why the replacement is inferior

    For example: “The stolen laptop was a 16GB RAM model; the replacement supplied is an 8GB model with a lower specification.”

  3. Make a formal complaint (not just a query)
    Write to your insurer’s complaints team and say you are disputing the settlement. Ask them to:

    • explain the basis for choosing the replacement item
    • identify the policy clause they relied on
    • reassess the replacement or offer a settlement that matches the policy

    New Zealand insurers must have a formal complaints process, and you can escalate if you cannot resolve it directly. New Zealand Government

  4. Ask for an internal review
    Request that someone who was not involved in the original decision reviews the claim. Consumer Protection NZ notes that if you are unhappy with a claim outcome, you can complain to your insurer and ask for the claim to be reviewed. Consumer Protection

  5. Escalate to an external dispute scheme
    If the insurer does not resolve it, your insurer belongs to a free independent dispute resolution scheme. Which one depends on your insurer; it may be the Insurance & Financial Services Ombudsman, Financial Services Complaints Ltd, or another approved scheme. Consumer Protection

A useful complaint structure is:

“I am disputing the replacement items provided for claim [number]. The replacements are not equivalent to the stolen items because [specific differences]. My policy states [relevant wording]. I request a review of the settlement and either equivalent replacements or a payment that reflects the cover provided.”

If you tell me:

  • your insurer,
  • whether this is contents insurance or another type of policy,
  • what the stolen items were,
  • what replacements they gave you,
  • and what your policy says about replacement value,

I can help you draft a stronger challenge.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

My insurer replaced my stolen items with cheaper versions. How do I challenge that?

To challenge your insurer's decision, you need to prove that the replacement items do not match your policy’s entitlements (usually "new for old" or "equivalent make, model, and capability").

Locate your insurance policy certificate and wordings. Look closely at how contents claims are settled—check if your policy specifies "new for old" replacement, "indemnity value" (market value), or provisions around "nearest equivalent" items. Create a comparison list showing your stolen item (exact make, model, specifications, and current retail price for an equivalent replacement) versus the cheaper version the insurer provided. Collect screenshots, specs sheets, or retail links. Call your insurer's claims department first to object. If they don't fix it on the spot, submit a formal complaint in writing to their internal disputes team, quoting your claim number and outlining why the replacement is inadequate. If your insurer does not resolve the issue through their internal process within two months (or reaches a deadlock), take your case to their approved dispute resolution scheme, such as the Insurance and Financial Services Ombudsman (IFSO) Scheme or Financial Services Complaints Limited (FSCL). These services are entirely free and binding on the insurer.
Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

My insurer replaced my stolen items with cheaper versions. How do I challenge that?

AI Overview

You can challenge your insurer's decision by launching a formal internal dispute, followed by escalating the issue to an external financial ombudsman scheme if they do not resolve it.

Under New Zealand contents insurance policies, standard "replacement value" cover legally requires the insurer to replace your stolen goods with items of the "same like, kind, and quality". They are generally not permitted to downgrade your items to cheaper versions unless your policy explicitly dictates otherwise (such as an indemnity or market-value policy).

Follow these concrete steps to force the insurer to review your claim:

1. Build Your Evidence Base

Before lodging a complaint, gather proof that demonstrates the replacement items are inferior:

  • The original item specifications: Find receipts, model numbers, user manuals, or photographs showing the exact specifications or brand of the stolen items.

  • The replacement discrepancy: Print out the technical specifications, market prices, or material components of the items the insurer provided (or offered). Note the drop in performance, quality, or retail value.

  • Get professional backing: If you are dealing with high-value goods (like jewelry or specialty electronics), get an independent written appraisal from a licensed New Zealand retailer or professional evaluator stating that the replacement item is not of equivalent quality.

2. File a "Formal Internal Complaint"

Do not just speak to your original claims handler on the phone. Send a written email directly to the insurer.

  • Use the exact phrase "Formal Internal Complaint" in the subject line. This triggers a mandatory legal process under the Fair Insurance Code , forcing the company to hand your file over to a dedicated internal dispute resolution team.

  • Attach a concise spreadsheet or list comparing the stolen item's features to the cheaper replacement. State clearly what you want (e.g., the correct model replacement, or a cash settlement based on the true replacement value).

  • By law, NZ insurers must acknowledge your complaint within 5 business days and issue a formal internal response within 10 business days.

3. Request a "Deadlock Letter"

If the internal dispute team refuses to budge or fails to resolve the issue within 2 months , demand a Letter of Deadlock. This document officially signals that neither side can come to an agreement, opening the path for a free, independent external review.

4. Escalate to an External Dispute Scheme

Once deadlocked, take your claim to the free independent dispute scheme your insurer belongs to. New Zealand has two primary schemes (check your policy wording to see which one your provider uses):

To help tailor the next steps, could you tell me what specific types of items were replaced with cheaper versions, and who your current insurance provider is?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

My insurer replaced my stolen items with cheaper versions. How do I challenge that?

If your insurer has replaced your stolen items with lower-quality or cheaper alternatives, you have the right to challenge this under your policy terms and New Zealand consumer laws. Most policies state that replacements should be of "equal kind, quality, and value" (or "new for old" depending on your coverage).

Here are the key steps to challenge the replacement:

  • Review your policy wording: Check your Certificate of Insurance and policy document specifically for clauses related to replacement, "indemnity value," "new for old," or settling claims. Look for definitions regarding how they calculate or source replacement items.

  • Gather evidence of the discrepancy: Make a clear comparison list showing your original stolen items (make, model, specs, and estimated or original retail value) versus the cheaper replacements they provided or offered. If you have photos, original receipts, or links to the exact specifications of your stolen goods, compile them.

  • Contact your insurer and invoke dispute: Call or write to your claims handler, reference your policy wording, and explicitly state that the replacement items do not match the standard, quality, or specifications of the stolen items. Request a review or a like-for-like replacement of equivalent market value.

  • Escalate to the Internal Dispute Resolution (IDR) process: If the claims handler refuses to budge, ask to lodge a formal complaint with your insurer's internal complaints department or Dispute Resolution department. Every licensed insurer in New Zealand must have a free internal process to re-evaluate disputes.

  • Take it to an external Dispute Resolution Scheme (DRS): If your insurer’s internal resolution doesn't resolve the issue, you can take your complaint to an independent, approved financial ombudsman service. Depending on which scheme your insurer belongs to, this will be:

  • The Insurance & Financial Services Ombudsman (IFSO) Scheme

  • Financial Services Complaints Limited (FSCL)

  • Financial Dispute Resolution Service (FDRS)

  • These services are entirely free for consumers and issue binding decisions on insurers if informal negotiations fail.

If you'd like, tell me:

  • What specific items were replaced (e.g., electronics, jewelry, appliances)?
  • What does your policy wording say about replacement values?

I can help you draft a formal response to your insurer.

Ask anything

Captured 11 October 2026