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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

How do New Zealand insurance complaints and dispute schemes work for contents policies?

In New Zealand, a dispute about a contents insurance policy (for example, a declined theft claim, disagreement about the value of items, delays, policy wording, excesses, or whether something is covered) usually follows a few stages. Financial Markets Authority

1. Complain to your insurer first

Start by making a formal complaint to your insurance company. Explain:

  • what happened
  • why you disagree with the insurer’s decision or handling
  • what outcome you want (for example, reassessment of a claim, payment, explanation, or correction)
  • provide supporting evidence such as receipts, photos, valuations, policy wording, repair quotes, correspondence, and claim records

Insurers must have complaint processes and are expected to treat customers fairly. Financial Markets Authority

2. Use the insurer’s internal complaints process

Your insurer will investigate and give a response. For more complex complaints, this may take longer, but you can ask for updates and a written explanation of their decision. Financial Services Complaints Ltd

Common contents insurance disputes include:

  • Claim declined: the insurer says the event is excluded or policy conditions were not met.
  • Disagreement over value: you believe the insurer’s settlement amount is too low.
  • Disagreement over replacement vs repair: for example, whether damaged contents should be repaired or replaced.
  • Disclosure issues: the insurer says information given when taking out or renewing the policy was incomplete or incorrect.
  • Delays or poor communication: you believe the claim has not been handled reasonably. Consumer Protection

3. Go to the insurer’s external dispute resolution scheme

If you cannot resolve it with the insurer, you can take the complaint to the insurer’s approved financial dispute resolution scheme. These schemes are free and independent. Consumer Protection

New Zealand has four approved schemes:

  • Insurance and Financial Services Ombudsman Scheme (IFSO) — handles complaints about insurers and other financial service providers that are members.
  • Financial Services Complaints Limited (FSCL) — handles complaints about its member providers, including many insurance-related complaints.
  • Financial Dispute Resolution Service (FDRS).
  • Banking Ombudsman Scheme (mainly banking complaints, but some providers may fall under it). Financial Markets Authority

Your insurer’s policy documents or website should state which scheme it belongs to. You can also ask the insurer or the schemes directly. Consumer Protection

4. What the dispute scheme can do

A dispute scheme may:

  • help you and the insurer reach an agreement
  • review whether the insurer followed proper processes
  • consider whether the policy was applied fairly
  • recommend or require remedies within its rules, such as claim payments, refunds, or compensation (depending on the scheme and circumstances)

For example, FSCL can investigate insurance complaints involving its members and may award compensation within its rules. Financial Services Complaints Ltd

5. If you still disagree

If you do not accept the outcome of a dispute scheme process, you may have other options, such as taking the matter to the Disputes Tribunal or courts, depending on the circumstances. A dispute scheme decision may have different effects depending on whether you accept it and the scheme’s rules. Consumer Protection

Practical tips for a contents insurance complaint

  • Keep everything in writing where possible.
  • Ask the insurer to identify the exact policy clause they rely on if they decline a claim.
  • Ask for their reasons, evidence, and calculations behind a settlement offer.
  • Do not discard damaged items before the insurer has had a reasonable chance to inspect them (unless necessary for safety).
  • Keep a timeline of dates, calls, names, and decisions.

If you tell me what kind of contents policy dispute you mean (for example claim declined, low settlement offer, theft, accidental damage, natural disaster damage, or delay), I can outline the most relevant steps and arguments.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

How do New Zealand insurance complaints and dispute schemes work for contents policies?

In New Zealand, if you have a dispute with your insurer over a contents insurance policy (such as a declined claim, a disputed payout amount, or a cancelled policy), there is a well-established, free, step-by-step process you can follow to resolve it.

By law, all financial service providers (including general insurers) must belong to an approved external dispute resolution scheme.

Step 1: Contact Your Insurer Directly

Your first step is always to raise the issue directly with your insurance company.

  • Action: Contact their customer service or claims team, or notify your insurance broker if you used one.
  • Best Practice: Follow up your phone call with an email so there is a paper trail. Reference your claim number, specify clearly what you disagree with, and ask for a written explanation citing the specific policy clauses they are relying on.

Step 2: Internal Dispute Resolution (IDR)

If your initial conversation doesn't fix the problem, you can formally invoke the insurer’s internal complaints process.

  • Action: Submit a formal complaint to their dedicated internal complaints or customer resolutions team. State clearly that you want to trigger a formal IDR review and provide any missing supporting evidence (e.g., receipts, photos, valuations, or repair quotes).
  • Timeline: By industry standards, the insurer has up to two months to review your complaint and issue a final deadlock letter or resolution.

Step 3: External Dispute Resolution (EDR Schemes)

If your insurer rejects your complaint, or if two months pass without a resolution (known as a "deadlock"), you can escalate the matter to an independent external dispute resolution scheme. Contents insurance providers in New Zealand typically belong to one of two main schemes:

  1. The Insurance and Financial Services Ombudsman (IFSO) Scheme
  2. Financial Services Complaints Ltd (FSCL)

(Note: You can check which scheme your insurer belongs to on your policy document or by asking the provider directly.)

  • Cost: Completely free for consumers.
  • How it works: An independent case manager will review the facts, the law, and the terms of your contents policy. They will try to help you and the insurer reach an agreement. If an agreement isn't possible, the Ombudsman/FSCL will make a formal determination.
  • Binding Nature: The decision is binding on the insurer (up to statutory monetary limits, typically $500,000 plus GST for the IFSO scheme). However, it is not binding on you—if you are still unhappy with the outcome, you retain the right to take the matter to court.

Step 4: Legal Action (As a Last Resort)

If the external ombudsman scheme cannot resolve the dispute or you disagree with their determination, your final option is to take legal action through the New Zealand court system (such as the Disputes Tribunal for smaller claims or the District/High Court for larger amounts). Because legal fees can be high, this is generally treated as a last resort after exhausting free dispute channels.

Would you like advice on how to draft a formal complaint letter or email to your contents insurer?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

How do New Zealand insurance complaints and dispute schemes work for contents policies?

AI Overview

In New Zealand, insurance complaints and dispute resolution schemes for contents policies follow a formalized, consumer-centric process designed to be free, fair, and independent. Under the Financial Service Providers (Registration and Dispute Resolution) Act 2008 , all insurers must belong to an approved External Dispute Resolution (EDR) scheme.

For contents insurance (e.g., disputes over declined claims, gradual damage exclusions, or item valuations), the system operates through a structured multi-step process.

Step 1: Internal Dispute Resolution (IDR)

Before a dispute can be taken to an ombudsman or scheme, you must first lodge a formal complaint directly with your contents insurer.

  • The Review: Your complaint is passed to the insurer’s dedicated internal disputes team.

  • Timeframe: The insurer generally has up to 2 months (or 40 working days) to investigate and attempt to resolve the issue with you.

Step 2: The "Deadlock" Letter

If the insurer refuses to change their decision, or if 2 months pass without a resolution, you must request a letter of deadlock. This is a formal written statement confirming that the insurer's internal complaints process is exhausted, serving as your "entry ticket" to an external scheme.

  • Note: You generally have 3 months from receiving this letter to lodge your complaint externally.

Step 3: External Dispute Resolution (EDR) Schemes

If you remain unsatisfied, you escalate the dispute to the external scheme your insurer belongs to. These schemes are 100% free for consumers (funded entirely by levies on the insurance companies).

The contents insurance market is predominantly covered by two primary schemes:

Dispute Scheme Primary Members / Coverage Compensation Cap
Insurance & Financial Services Ombudsman (IFSO) Most major personal-line brands (e.g., AA Insurance, AMI, State, Tower, Vero, FMG). Up to $500,000 + GST
Financial Services Complaints Limited (FSCL) Select niche insurers, mutual associations, and insurance brokers. Up to $500,000

(Note: There is an active initiative to merge IFSO and FSCL into a unified scheme to further simplify financial sector disputes for Kiwis.)

How the Schemes Assess Your Contents Claim

An independent case manager is assigned to look at the dispute objectively. They are neutral and do not act as your legal advocate. Their assessment is based on three factors:

  1. The Facts: Evidence of the lost/damaged contents (receipts, photos, police reports).

  2. The Contract: The exact wording, exclusions, and limits of your specific contents policy.

  3. The Law & Industry Codes: Relevant NZ legislation and compliance rules like the Fair Insurance Code.

Step 4: The Decision and Outcomes

The scheme will first try to resolve the dispute via mediation or conciliation. If an agreement cannot be reached, the Ombudsman will issue a final decision.

  • Binding on the Insurer: If the scheme rules in your favor, the decision is legally binding on the insurer. They must pay out or correct the action as instructed.

  • Not Binding on You: If the scheme rules against you, you are not forced to accept it. You retain the right to reject the decision and take the insurer to the NZ Disputes Tribunal or civil court as a final resort.

If you are dealing with a specific contents insurance problem right now, let me know:

  • What specific reason did the insurer give for declining or reducing your claim?

  • Have you received a final response or deadlock letter from them yet?

  • Who is your insurance provider?

I can help guide you on how to structure your argument for the next step.

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

How do New Zealand insurance complaints and dispute schemes work for contents policies?

In New Zealand , handling a complaint or dispute regarding a contents insurance policy follows a structured, multi-step escalation process. If you disagree with a claim decision, a settlement payout, or service quality, the framework moves from your insurer’s internal team to an independent external dispute resolution scheme.

1. Internal Complaints Process (Your Insurer)

  • Lodge with your insurer: Contact your insurance provider's internal dispute or complaints department first. By law and industry standards (such as through the Insurance Council of New Zealand - ICNZ guidelines), insurers must have a formal internal process.

  • Timeframes: Insurers typically acknowledge a complaint within 5 working days and aim to provide a substantive response or reach a resolution within 2 months. [Insurance Council of New Zealand (ICNZ)]

  • Deadlock: If your insurer fails to resolve the issue within 2 months, or if you reach a "deadlock" where both parties agree no compromise can be met internally, you can escalate the matter externally.

2. External Dispute Resolution (EDR) Schemes

If you are unsatisfied with the internal outcome, every licensed financial service provider in New Zealand must belong to an approved, independent external dispute resolution scheme. For general insurance and contents policies, your insurer will belong to one of the following primary schemes:

  • IFSO Scheme : The Insurance & Financial Services Ombudsman investigates unresolved insurance claims and disputes fairly and independently.

  • FSCL : Financial Services Complaints Limited is another major approved financial ombudsman service handling general insurance disputes.

3. How the External Schemes Work

  • Free for consumers : Utilizing the IFSO or FSCL is entirely free for the policyholder.

  • Independence : The ombudsman operates neutrally, evaluating the case based on the contract wording, relevant law, and the facts of the claim. They act as an independent adjudicator, not as a consumer advocate.

  • Scope : They handle disputes up to certain high financial caps (typically up to $500,000 for many schemes), looking at whether the insurer followed the policy terms correctly.

  • Binding decisions : If the ombudsman makes a final determination or recommendation in a dispute, it is binding on the insurer if you choose to accept it, but it is not binding on you (meaning if you reject the final decision, you still retain your right to pursue the matter through the courts or the Disputes Tribunal).

If you'd like, let me know:

  • Is your dispute about a declined claim , a cash settlement amount , or delays?
  • Have you already reached deadlock with your insurer?

I can give you more targeted information on how to prepare your case.

Ask anything

Captured 11 October 2026