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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

I want to speak to a person when arranging house insurance. Which channels provide meaningful advice?

If you want to speak to a person when arranging house insurance in New Zealand, the channels that usually provide the most meaningful advice are:

  • An insurance broker (most advice-focused option)
    A broker can discuss your situation, help identify risks, compare policies from different insurers, and explain trade-offs such as excesses, exclusions, and sums insured. The New Zealand Government’s consumer guidance notes that brokers can be useful for identifying risks and comparing policies, especially where you need expert advice. Consumer Protection

    • Ask whether the broker is a registered financial adviser and how they are paid (for example, commission arrangements). Consumer NZ

  • A phone conversation with an insurer’s home insurance team
    Calling an insurer and speaking with a representative can be useful for questions about:

    • what events are covered,
    • how much to insure the home for,
    • natural hazard cover,
    • optional extras,
    • exclusions and claim processes.
      Many insurers provide phone-based support alongside online quoting. Natural Hazards Commission

  • A face-to-face appointment (where available)
    Some banks and insurers offer branch or adviser appointments. This can be helpful if you prefer talking through documents, especially for a first policy, a complex property, a rental property, or unusual risks. ANZ Bank

  • An independent consumer information source before you talk to providers
    Organisations such as Consumer NZ provide guides and comparisons that can help you prepare questions before speaking with an insurer or broker. Consumer NZ

Channels that are usually less useful for detailed advice:

  • Online-only quote forms — convenient for getting prices, but they generally do not explore your specific risks in depth.
  • Chatbots or automated tools — useful for basic navigation, but less suited to decisions about cover.

For a person-to-person discussion, a good approach is to prepare questions such as:

  • “Is my sum insured enough to rebuild my home?”
  • “What natural hazard events are covered and what are the limits?”
  • “What are the main exclusions I should understand?”
  • “What would happen if I needed to make a claim?”

If you have a mortgage, it may also be worth asking your lender what insurance requirements apply, but you can still seek advice independently. Consumer Protection

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · New Zealand

I want to speak to a person when arranging house insurance. Which channels provide meaningful advice?

When arranging house insurance in New Zealand and looking to speak directly with someone for meaningful advice, a few specific channels stand out. Depending on whether you want broad market options or deep customization, certain options provide much better guidance than others.

1. Insurance Brokers

  • What they do: Independent professionals who act on your behalf rather than for a single insurance company.
  • Why it provides meaningful advice: Brokers look across multiple insurers (such as Crombie Lockwood, Insurance Advisernet, or independent local advisers) to compare policy wordings, exclusions, and pricing. They are especially valuable if your home has unique features (e.g., heritage listing, difficult topography, lifestyle blocks, or high-value builds) and can advocate for you if you ever need to make a claim.
  • Best for: Tailored, comprehensive advice and access to commercial or specialized policies that standard direct insurers might struggle with.

2. Dedicated In-House Specialists via Direct Insurers (Phone Channels)

  • What they do: Major New Zealand insurers—such as AMI, State, Tower, FMG (specializing in rural and lifestyle properties), and banks like ASB—employ phone-based insurance specialists.
  • Why it provides meaningful advice: Calling their customer support lines connects you with staff trained to walk you through calculating your sum insured (using calculators like Cordell Sum Sure) and selecting appropriate optional benefits (like gradual damage or temporary accommodation limits).
  • Best for: Straightforward residential properties where you want a recognized brand name and clear guidance on their specific policy tiers.

3. Face-to-Face Hubs and Retail Stores

  • What they do: Some major insurance providers operate physical walk-in centers (such as AMI’s MotorHubs or localized FMG rural offices) where you can sit down with a representative.
  • Why it provides meaningful advice: Sitting down across a desk allows you to review architectural plans, property titles, or specific risk factors (like proximity to coastlines or slip zones) with a human being who can visually inspect details with you.
  • Best for: Homeowners who prefer a face-to-face conversation over phone trees or digital chat tools.

Key Tips Before You Speak to Someone:

  • Know Your Rebuild Cost: Do not rely on your home's current market or capital value (CV). Insurers require a sum insured figure based on what it would actually cost to completely clear the site and rebuild your home from scratch at current New Zealand construction rates.
  • Ask About the Fine Print: When speaking to an advisor, explicitly ask how they handle natural hazard damage (EQC/Natural Hazards Commission caps), temporary accommodation limits while rebuilding, and any exclusions for gradual damage.

Would you like help preparing a checklist of specific questions to ask an insurance advisor regarding your property?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

AI Overviews · New Zealand

I want to speak to a person when arranging house insurance. Which channels provide meaningful advice?

AI Overview

When arranging house insurance in New Zealand, the two main channels that allow you to speak to a real person are independent insurance brokers and direct call centres. However, they provide vastly different types of interaction, and legally, only one is designed to give you tailored, meaningful advice.

The primary options available to you include:

1. Independent Insurance Brokers (Highly Recommended for Advice)

If you want professional, personalised advice tailored to your specific situation, an independent broker is your best channel.

  • The Experience: You deal directly with a dedicated human advisor who assesses your property's specific risks. They look at things like flood zones, climate risks, and accurate rebuild costs (Sum Insured).

  • The "Advice" Factor: In New Zealand, brokers are legally regulated financial advisers. They are obligated to place your interests first. They will tell you what coverage you actually need, explain complicated exclusions, and actively advocate for you if you ever have to make a major claim.

  • Accessing them: You can find licensed professionals through networks like the Insurance Brokers Association of New Zealand (IBANZ) or Insurance Advisernet NZ.

2. Direct Insurance Company Call Centres

You can ring large consumer insurance brands directly, but the interaction is usually transactional rather than advisory.

  • The Experience: You will speak to a customer service representative over the phone. Major direct insurers like AA Insurance (0800 500 231) and AMI Insurance (0800 100 200) run extensive, NZ-based phone networks. Brands like Tower Insurance also offer a "request a call back" feature to avoid long wait times.

  • The "Advice" Factor: Call centre staff work on behalf of their employer, not you. They are strictly trained to read scripts, explain policy boundaries, and input data into software. They can answer questions about what their policy covers, but they generally cannot give you objective strategic advice or compare their product against competitors.

Channel Comparison At-a-Glance

Feature 🏢 Independent Insurance Broker ☎️ Direct Call Centre (e.g., AMI, AA, State)
Legal Obligation Must act in your best financial interest. Acts in the interest of the insurance company.
Type of Human A dedicated, licensed financial advisor. A customer service operator/script-reader.
Market Scope Compares policies across multiple underwriters. Can only sell you that single brand's policy.
Claims Support Manages the claim and fights the insurer for you. You handle the claim through their internal portal.
Cost Often free to you (paid via insurer commission). Built directly into standard premium pricing.

If your property is standard and you simply want a person to walk you through the signup process, a direct call centre is fine. However, if your property is in a high-risk area (like a coastal, flood, or slip zone) or you want strategic advice on your cover limits, an independent broker is the only channel that delivers true, tailored advice.

To help point you in the right direction, is your property already built or are you looking to buy a new home? Also, let me know if it has any unique features, like a lifestyle block or historical elements.

Ask anything

Captured 11 October 2026

Google AI Mode · New Zealand

I want to speak to a person when arranging house insurance. Which channels provide meaningful advice?

When arranging house insurance in New Zealand and wanting to speak to a human who can provide meaningful, tailored advice, two primary channels stand out. They approach advice with different scopes, loyalties, and expertise:

  • Independent Insurance Brokers / Advisers:

  • What they do: They work independently of any single insurance company. They assess your property's specific construction, location risks, and rebuilding costs, then shop across multiple insurers (including wholesale or broker-only markets regular consumers can't access directly).

  • Why it's meaningful: They offer objective advice on policy wordings (the fine print regarding natural disasters, flood risks, or indemnity vs. sum insured) and—critically—act as your advocate if you ever have to lodge a claim.

  • How to find one: You can search for certified professionals through the Insurance Brokers Association of New Zealand (IBANZ) or Financial Advice New Zealand. Always ask upfront about how they are remunerated (usually through insurer commission or specific advisory fees).

  • Direct Insurer Phone/Sales Consultants:

  • What they do: Speaking directly over the phone with customer service or sales teams at specific retail insurers (such as AMI, State, AA Insurance, or Tower).

  • Why it's meaningful: They can guide you step-by-step through their company's specific calculator tools (like cordell sum-insured calculators) to help you estimate your rebuild cost accurately and explain policy limits.

  • The trade-off: Their advice is restricted strictly to their own brand's products and wordings. They cannot compare competitors or tell you if another company has a superior policy structure for your unique situation. [The Insurance Collective]

To help narrow down the best path, do you know if your property has any unique or high-risk features (e.g., heritage status, steep slope, previous land damage, or a high replacement value), or would you prefer a recommendation on how to verify a broker's credentials?

Ask anything

Captured 11 October 2026