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If you're disputing a contents insurance valuation or settlement in New Zealand, the most useful records are those that show what you owned, what each item was worth, what it would cost to replace, and why the insurer's offer is too low.

You don't necessarily need original receipts for everything. Photos, bank statements, warranty registrations, emails and other records can help establish ownership and value. New Zealand's Consumer Protection guidance specifically recognises these alternative forms of evidence. InsuranceHow to Make an Insurance Claim

1. The most useful records to gather

Proof of purchase and ownership

• Original receipts and invoices.
• Bank or credit-card statements showing purchases.
• Online order confirmations, emails and retailer account histories.
• Warranty registrations, serial numbers and product manuals.
• Photos showing the items in your home or in your possession.

Particularly important when the insurer questions whether an item existed or belonged to you. How to Make an Insurance ClaimClaiming insurance on property? Proving ownership is vital

Evidence of current value and replacement cost

• Current prices for equivalent products from New Zealand retailers.
• Written quotes from suppliers or specialist retailers.
• Archived product listings or screenshots showing model, specifications and price.
• Independent valuations for jewellery, art, antiques, collectibles or other specialist items.
• Evidence of comparable items if the original model is discontinued.

Match the item's quality, model, size, age and condition as closely as possible. Explain any price difference between the insurer's estimate and your evidence.

Photos, videos and inventories

• Photos or videos taken before the loss, including ordinary family or home photos.
• A room-by-room contents inventory.
• Photos of damaged items, where available.
• Lists prepared for moving house, previous insurance claims or household inventories.
• Records identifying item brands, quantities, ages and condition.

These can be especially helpful when receipts are missing or several similar items are being claimed. Use genuine photos of your belongings rather than generic internet images. InsuranceHow to Make an Insurance Claim

The insurer's assessment and settlement records

• Your policy wording and policy schedule applicable on the date of loss.
• The insurer's itemised valuation or settlement offer.
• The assessor's report and any supporting calculations.
• The insurer's reasons for reducing, excluding or depreciating particular items.
• Emails, letters and notes of phone calls with the insurer or loss adjuster.
• Previous offers, counteroffers and any settlement agreement.

These records help identify exactly which items or valuation assumptions you need to challenge.

2. Create an item-by-item comparison

A comparison schedule is often one of the strongest ways to present your dispute. Rather than arguing that the total settlement is unfair, show precisely where the valuation differs.

Item	Insurer's value	Your evidence	Amount sought
Laptop	$600	Same-spec replacement quote: $1,400	$1,400
Sofa	$800	Retailer quote for equivalent quality: $1,900	$1,900
Jewellery	$1,200	Independent valuation: $2,500	$2,500

Illustrative figures only. The appropriate amount depends on your policy's valuation basis, applicable limits and the item's condition before the loss.

For each disputed item, record:

• Description, brand, model and quantity.
• Approximate purchase date, age and pre-loss condition.
• Evidence that you owned it.
• Insurer's valuation and the reason for any deduction.
• Your proposed valuation and supporting evidence.
• The difference between the two amounts.

Important: Replacement value and indemnity value are not necessarily the same. Check the policy to establish which basis applies and whether depreciation, item limits or specified-item conditions are relevant. InsuranceCustomer neglected to add high-value items to policy schedule

3. Keep records that explain the disagreement

The following documents can be particularly valuable if you believe the assessment itself was flawed:

• The full assessment report, not just the settlement summary.
• The assessor's item-by-item calculations and depreciation rates.
• The insurer's explanation of exclusions, limits or missing evidence.
• Comparable replacement quotes that challenge the products or prices selected.
• An independent expert's opinion where specialist valuation is necessary.
• A dated record of every conversation, including what was agreed or promised.

If you don't have the assessor's report or calculations, ask the insurer for copies and request a written explanation of how each disputed amount was determined.

4. How to challenge the settlement

1. Review your policy. Identify the applicable cover, valuation basis, excess and any item-specific limits.
2. Submit a written complaint. List the disputed items, explain the errors and attach your evidence.
3. Request a fresh assessment. Ask for another assessor to review the claim and explain any remaining disagreement.
4. Escalate if necessary. If you cannot resolve the issue internally, ask which independent financial dispute resolution scheme your insurer belongs to. In New Zealand, the Insurance & Financial Services Ombudsman Scheme (IFSO) and Financial Services Complaints Limited (FSCL) are potential avenues, depending on the provider. These services can consider eligible insurance disputes. Making a complaint about your financial service providerClaiming insurance on property? Proving ownership is vital

Useful official guidance:

• Insurance Council of New Zealand — Making a claim
• Consumer Protection — Insurance
• Consumer Protection — Complaining about a financial service provider

5. What if you have very little paperwork?

Start with whatever you can recover: bank statements, old emails, retailer purchase histories, family photos, delivery records and warranty details. For valuable items, try to obtain a specialist valuation or reliable evidence of comparable prices.

Evidence matters: FSCL has published a case where a customer could not substantiate the ownership and value of claimed items sufficiently to support a higher settlement. Claiming insurance on property? Proving ownership is vital

To tailor this to your situation: Is your dispute mainly about the insurer valuing items too cheaply, applying depreciation, leaving items off the inventory, or offering a low overall settlement? The most useful records differ depending on which issue you're challenging.