Search studies, brands and more…⌘ KExplore research

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

I live in a small town and the replacement shop my insurer uses won't deliver here. What can I do?

If your insurer’s nominated replacement shop will not deliver to your small town, you have a few options in New Zealand:

  1. Ask your insurer to arrange an alternative supplier

    • Tell them the nominated shop cannot provide the replacement service to your address.
    • Ask whether they can:
      • use a different approved supplier that delivers to your area,
      • arrange freight/delivery separately,
      • reimburse you for sourcing an equivalent replacement locally (if your policy allows).

  2. Check your policy wording

    • Look for sections about “replacement”, “supplier”, “approved providers”, “cash settlement”, or “equivalent replacement”.
    • The insurer’s preferred shop is usually a convenience arrangement; it does not necessarily mean you must use that particular retailer if it cannot meet the claim requirements.

  3. Ask for the reason in writing

    • If they say they cannot help, ask them to confirm:
      • why delivery is unavailable,
      • what alternative they are offering,
      • how that meets the terms of your policy.

  4. Escalate through the insurer’s complaints process

    • If you cannot agree on a solution, make a formal complaint to the insurer.
    • If it remains unresolved, you can consider using the insurer’s external dispute resolution scheme (many NZ insurers are members of the Insurance & Financial Services Ombudsman Scheme). Commerce Commission

  5. If the issue involves a delivery service

    • New Zealand consumer guidance notes that when a business is responsible for arranging delivery, it generally remains responsible for sorting delivery problems rather than simply passing you to the carrier. Consumer Protection

A useful message to send your insurer could be:

“The replacement supplier you have nominated does not deliver to my address. Please arrange an alternative supplier or another way to provide the replacement item under my policy. I would like confirmation of the available options and the basis for your decision.”

If you tell me what type of item is being replaced (for example, appliance, phone, furniture, vehicle part, etc.) and whether this is a contents or other insurance claim, I can suggest the most relevant next step.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

I live in a small town and the replacement shop my insurer uses won't deliver here. What can I do?

When an insurance company's replacement supplier or preferred merchant refuses or fails to deliver to a regional or small town address, it can be a frustrating roadblock. However, insurance policies are contracts to put you back in your pre-loss position, meaning the insurer is responsible for fulfilling the claim effectively.

Here are the practical steps you can take to resolve the issue:

1. Request a Cash Settlement (Payout)

If the preferred supplier cannot deliver to your location, ask your insurer to provide a cash settlement equivalent to the replacement value of the item so you can purchase it locally or source it yourself.

  • Tip: Insurers often prefer using their wholesale suppliers because it costs them less, but if they cannot fulfill their obligation to deliver to your home, a cash payout is a standard and reasonable alternative.

2. Arrange Alternative Delivery (The "Relay" Approach)

With the insurer's agreement, you can look into bridging the delivery gap yourself:

  • Local Depot Pickup: See if the courier or freight company handling the delivery has a depot in a nearby larger town, and ask if the insurer will cover the minor cost of a local freight forwarding service or if you can collect it.
  • Alternative Address: If you have a trusted family member, friend, or a workplace in a nearby town or city that couriers frequently service, ask your insurer if the item can be shipped there instead.

3. Source an Alternative Local Supplier

Ask the insurer if you can purchase the item through a local retailer in your area (or a neighboring town) that does service your location, and have the insurer settle the bill directly with them or reimburse you. This keeps the transaction within their approved network parameters while working around the delivery limitation.

4. Escalate Through the Insurer’s Internal Process

If the insurance claims handler insists it is your problem or refuses to find a workable solution:

  • Request their final position in writing, noting the policy clause they believe excuses them from fulfilling delivery to your legally residential address.
  • File a formal complaint through your insurer's Internal Dispute Resolution (IDR) process. All licensed insurance providers in New Zealand are legally required to have one.

5. Take it to the Insurance Ombudsman (IFSO)

If the insurer remains uncooperative through their internal complaints process, you can escalate the matter to the Insurance and Financial Services Ombudsman (IFSO) Scheme.

  • The IFSO is a free, independent dispute resolution service for New Zealand consumers.
  • They can review whether the insurer is failing to meet their contractual obligations to settle your claim fairly.

Next Step: Would you like help drafting an email or script to talk to your claims manager about requesting a cash settlement or alternative delivery?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

I live in a small town and the replacement shop my insurer uses won't deliver here. What can I do?

AI Overview

You have the right to request a solution from your insurer if their preferred supplier cannot service your rural or small-town location. Under New Zealand consumer guidelines and the Fair Insurance Code, insurers must handle claims reasonably and cannot simply leave you stranded without your replacement item or vehicle parts because of your geography.

If you are dealing with a standard contents or retail replacement item (like a laptop, appliance, or phone), or a vehicle part that their preferred supplier won't ship to your area, you can take several direct actions to resolve the issue.

1. Request a Cash Settlement (Pay-Out)

If the insurer's preferred supplier cannot deliver to your small town, ask your insurer for a cash settlement instead of a physical replacement.

  • Most standard New Zealand insurance policies allow the insurer to pay you the equivalent cash value (usually what it would have cost them to buy the item through their supplier network).

  • Once you receive the money, you can source the item yourself from a merchant or local business that does deliver to your address or allows for local collection.

2. Propose an Alternative Local Supplier

Find a local business or a national retailer that operates nearby and can easily service your town.

  • Call your claims handler and say: "Your preferred supplier cannot fulfill the delivery to my area. I have found a local supplier who has the item in stock/can deliver here for $X. Can you authorize me to purchase it through them, or pay them directly?"

  • Insurers often agree to this to close the claim, provided the cost is reasonable and comparable to their preferred supplier's rate.

3. Request Delivery to an Alternative Drop-Off Point

If you are eager to use their supplier (e.g., if they offer an extended warranty through that shop), ask the supplier to ship the item to a regional hub instead. You can arrange delivery to:

  • A local NZ Post Rural Delivery (RD) hub or an NZ Post Collect@Post location (like a local Four Square, petrol station, or pharmacy that handles rural parcels).

  • A friend, family member, or workplace address in the nearest main town or city where the supplier does deliver.

4. Escalate the Claim

If the claims handler refuses to assist or tells you that picking it up from a distant city is your only option, push back. Remind them that they have a duty of care to settle the claim effectively.

  • Request to speak with a Claims Team Leader or lodge a formal internal complaint.

  • If they remain unhelpful, you can remind them that New Zealand insurers must adhere to dispute resolution rules. If the issue isn't resolved, you have the right to escalate it to their independent dispute scheme, such as the Insurance & Financial Services Ombudsman (IFSO) or Financial Services Complaints Ltd (FSCL), depending on who your insurer is registered with.

To help me give you more specific advice, what type of item are you trying to replace, and which insurance company are you with?

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

I live in a small town and the replacement shop my insurer uses won't deliver here. What can I do?

When an insurer's chosen supplier or replacement shop refuses to deliver to a rural or small-town address, it can be a frustrating roadblock. However, insurance contracts require the insurer to put you back in the position you were in, which includes fulfilling the claim practically.

Here are the practical steps you can take to resolve the issue:

  • Request a cash settlement (cash-in-lieu): Ask your insurer if they can provide a cash payout equivalent to the retail or wholesale cost of the replacement item so you can purchase it locally or arrange your own delivery.

  • Propose a click-and-collect or depot drop compromise: Ask if the supplier can ship the item to a closer regional courier depot, a local transport depot (like rural freight contractors often use), or a relative/friend's address in a nearby larger town where you can pick it up.

  • Ask the insurer to cover alternative courier costs: Point out that your policy or claim fulfillment requires delivery to your insured location. Request that they use a specialist rural carrier or NZ Post rural delivery service, and offer to help coordinate a local freight option if they cover the extra shipping expense.

  • Escalate to your insurer's internal dispute process: If the claims handler says they cannot help, ask to speak to a team leader or lodge a formal complaint through the insurer's internal dispute resolution process. Insurers are required to have a formal complaints process under New Zealand regulations.

  • Contact an external dispute resolution scheme: If the insurer refuses to find a workable solution, you can escalate the matter for free to one of New Zealand's approved external dispute resolution schemes, such as the Insurance and Financial Services Ombudsman (IFSO) Scheme or Financial Services Complaints Limited (FSCL).

If you'd like, let me know:

  • What kind of item you are trying to replace (e.g., an appliance, furniture, or vehicle parts)
  • The name of your insurer

I can give you more specific advice on their standard dispute framework or how to frame your request.

Ask anything

Captured 11 October 2026