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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 can I do if my home insurer won't pay what I think it should?

If your home insurer in New Zealand won’t pay what you think your claim is worth, you have several steps you can take.

1. Ask the insurer to explain the decision

Request the reasons for the settlement amount or claim refusal in writing. Ask for:

  • The part of your policy they are relying on
  • How they calculated the amount offered
  • Copies of any assessor, engineer, or specialist reports they used
  • A breakdown of repair costs, depreciation, excess, or exclusions applied

Insurers can decline claims or pay less than expected for reasons such as the damage not being covered, lack of evidence, policy conditions, or other issues — so understanding the basis of the decision is important. Consumer Protection

2. Make a formal complaint to your insurer

Don’t just continue negotiating informally — state that you are making a formal complaint and explain:

  • What happened
  • Why you disagree with the decision or amount
  • What outcome you want (for example, reassessment, a higher settlement, or repairs completed properly)

New Zealand insurers must have a complaints process. Consumer Protection Keep copies of all emails, letters, photos, quotes, reports, and phone call notes.

3. Provide more evidence

If you believe the offer is too low, gather supporting information such as:

  • Independent repair quotes
  • Builder or specialist reports
  • Photos or videos of damage
  • Receipts, bank statements, or proof of purchase for contents
  • Evidence of comparable replacement costs

Consumer Protection NZ notes that alternative proof (such as photos, bank statements, or repair documents) can help support a claim where receipts are unavailable. Consumer Protection

4. Use your insurer’s external dispute resolution scheme

If the complaint is not resolved, your insurer should tell you about their independent dispute resolution scheme. These services are generally free for consumers. Options may include the Insurance & Financial Services Ombudsman Scheme or another approved scheme depending on your insurer. Consumer Protection

5. If it relates to a natural disaster, get specialist help

For residential claims connected to natural hazards, the New Zealand Claims Resolution Service may be able to help with dispute resolution, including mediation and advice on next steps. New Zealand Claims Resolution Service

6. Consider the Disputes Tribunal or legal advice

For eligible smaller disputes, you may be able to use the Disputes Tribunal of New Zealand. It can hear claims up to $60,000. Consumer Protection For larger or more complex disputes, you may need legal advice.

A practical first move is usually:

  1. Get the insurer’s reasons and reports.
  2. Make a formal complaint with a clear dollar amount or outcome you are seeking.
  3. Escalate to the relevant dispute resolution scheme if it remains unresolved.

If you tell me whether your insurer has rejected the claim completely or offered an amount you think is too low, and whether it involves storm/flood/earthquake damage or ordinary home damage, I can suggest the most relevant next step.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

What can I do if my home insurer won't pay what I think it should?

If you disagree with a home insurance payout or a declined claim in New Zealand, you have a clear, structured path to challenge the decision. Insurers are bound by consumer laws and industry standards (such as the Fair Insurance Code if they belong to the Insurance Council of New Zealand), meaning you have formal rights to a review.

Step 1: Contact Your Insurer Directly

  • Talk to your claims handler: Start by calling or emailing the person handling your claim. Explain clearly why you believe the payout is incorrect or why the decision should be reconsidered.
  • Gather evidence: Back up your argument with concrete evidence. This could include independent quotes from registered builders or tradespeople, engineered reports, photos of the damage, or receipts.
  • Ask for specifics: Request a written explanation detailing their decision and the exact policy clauses or exclusions they are relying on.

Step 2: Use the Insurer’s Internal Dispute Resolution (IDR)

If informal talks do not work, you must escalate the matter to your insurer's formal internal complaints team:

  • Submit a formal complaint: Put your complaint in writing, stating clearly that you are triggering their internal dispute resolution process. Outline the outcome you want and why you think their assessment is wrong.
  • Timeframes: The insurer is required to acknowledge your complaint and work through it, usually providing a final response (often called a "deadlock letter") within a reasonable timeframe (typically up to two months).

Step 3: Escalate to an Independent Dispute Resolution Scheme

If your insurer’s internal process fails to resolve the issue—or if they take too long—you can take your dispute to a free, independent external dispute resolution scheme. Check which scheme your insurer belongs to:

  • IFSO Scheme (Insurance and Financial Services Ombudsman): Covers many standard private insurers. It is entirely free for consumers, and if they rule in your favour, their decision is binding on the insurer (up to $500,000 plus GST).
  • FSCL (Financial Services Complaints Ltd): Another approved external dispute resolution scheme for financial service providers and some insurers.
  • Natural Hazards Commission (NHC Toka Tū Ake) Claims: If your dispute involves natural disaster damage (such as earthquake, landslip, or storm damage covered by the NHC), claims managed through them or participating insurers can be taken to Fair Way Resolution for free mediation and adjudication.

Step 4: Legal Action or Disputes Tribunal

If external dispute resolution schemes cannot resolve the issue to your satisfaction, you retain the right to take legal action. For smaller financial disputes, the Disputes Tribunal is a low-cost, lawyer-free option, though higher-value home claims typically require the civil courts.

Note: Before investing in expensive independent reports or legal counsel, it is usually best to exhaust Steps 1 and 2, as many disputes are successfully adjusted or resolved during the internal review stage.

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

What can I do if my home insurer won't pay what I think it should?

AI Overview

If your home insurer is offering a payout that you believe is too low, you do not have to accept their initial decision. Under New Zealand law and the Fair Insurance Code, there is a structured, multi-step dispute process you can follow to challenge their assessment.

Step 1: Gather Your Own Independent Evidence

In New Zealand, the onus is on you to prove the extent and true cost of your loss. Before arguing numbers, gather physical proof to counter the insurer's loss adjuster:

  • Get independent quotes: Hire a local independent builder or a quantity surveyor to provide a detailed, line-by-line cost estimate for the repairs or rebuild.

  • Review the policy limits: Check your policy document to see if you have a "Sum Insured" policy (capped at a specific dollar amount) or a "Total Replacement" policy.

  • Document everything: Compile photos of the damage, pre-damage photos of the home, and any relevant receipts or historical maintenance reports.

Step 2: Formally Lodge an Internal Complaint

Every New Zealand insurer is required to have a free, formal internal dispute resolution (IDR) process.

  • Contact your insurer and ask to log a formal complaint.

  • Submit your independent builder/quantity surveyor reports alongside your complaint.

  • Under the Fair Insurance Code, the insurer must acknowledge your complaint within 5 business days and has up to 2 months to investigate and attempt to resolve it.

Step 3: Get a "Deadlock Letter"

If the insurer investigates your complaint but refuses to change their payout figure, request a formal "deadlock letter". This document states that you have exhausted their internal complaints process and clears the way for you to use free external resolution services.

Step 4: Escalate to a Free External Dispute Scheme

Once you have a deadlock letter (or if 2 months have passed with no resolution), you can take your case to an independent external dispute resolution scheme. This service is entirely free for consumers.

Your insurer will belong to one of two schemes (check your policy or ask them directly):

  1. Insurance& Financial Services Ombudsman Scheme (IFSO): Covers the majority of major NZ home insurers (e.g., AA Insurance, State, AMI, Tower, Vero, FMG).

  2. Financial Services Complaints Limited (FSCL) : Covers specific niche insurers and brokers.

Note: These schemes can investigate and issue binding decisions on insurers for claims up to**$500,000 + GST**. You generally have 3 months from receiving your deadlock letter to submit your application.

Summary of Resolution Pathways

Option Cost Payout Limit Covered Best Suited For
Internal Complaints (IDR) Free Unlimited Direct resolution of misunderstandings or clear missing evidence.
Ombudsman (IFSO / FSCL) Free Up to $500,000 + GST standard residential property disputes over repair costs or policy definitions.
Disputes Tribunal Small filing fee ($62–$496) Up to $60,000 Minor claims or specific small-scale component disagreements.
District / High Court High (Requires private lawyer) Unlimited Complex, high-value disputes exceeding $500,000 (e.g., total destruction of luxury homes).

Free Support Resources

  • New Zealand Claims Resolution Service (NZCRS) : If your insurance dispute is the result of a natural disaster (like a flood or earthquake), you can contact the NZCRS. This is a free government service that provides independent legal advice, engineering advice, and case management support to help you navigate the claim.

To help tailor the next steps, could you tell me:

  • What is the main reason the insurer is giving for the lower payout (e.g., policy caps, pre-existing wear and tear, or a lower repair quote)?

  • Was this claim caused by a natural disaster , or an isolated accident?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

What can I do if my home insurer won't pay what I think it should?

If your home insurer won't pay what you think they should, you can formally challenge the decision through your insurer's internal dispute process, and if that fails, escalate the matter to a free independent dispute resolution scheme in New Zealand.

Steps to Resolve an Insurance Payout Dispute

  1. Review your policy documents: Read your specific policy wording, schedule, and any claim rejection or payout calculation letters to understand the exact reasons and clauses your insurer is relying on.
  2. Contact your insurer's internal dispute process: Ask to speak to your claim handler's manager or submit a formal review through your insurer’s internal dispute or complaints department. Provide additional evidence, independent quotes, or builder assessments that support your valuation.
  3. Wait for the deadlock or two-month window: Under New Zealand rules, your insurer has up to two months to resolve your complaint. If they fail to resolve it or issue a formal "deadlock" letter, you can take the next step.
  4. Escalate to an external dispute resolution scheme: If your insurer is a participant, you can take your complaint to a free external dispute service like the Insurance & Financial Services Ombudsman (IFSO) or the Financial Dispute Resolution Service (FDRS). These independent bodies investigate complaints and make binding decisions on participating insurers.
  5. Seek independent professional advice: Consider hiring an independent public loss adjuster, a qualified residential builder, or a legal professional specializing in insurance law to evaluate your damage and advocate on your behalf.

If you'd like, let me know:

  • What type of event or damage caused the claim (e.g., storm, fire, gradual damage)
  • Whether your insurer gave a specific reason for the lower payout

I can help guide you on what specific documentation or evidence to gather next.

Ask anything

Captured 11 October 2026