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I’m sorry you’re dealing with this. After river flooding in Manawatū–Whanganui, having your belongings treated as salvageable when you consider them ruined can be frustrating, particularly when they may have been contaminated by floodwater.

In New Zealand, you can challenge your insurer’s decision to clean belongings rather than replace them. However, whether you can insist on replacement will generally depend on your policy wording, the extent of the damage and contamination, and whether cleaning can safely and reasonably restore the items.

Here’s how I’d approach it.

1. You don’t have to accept the insurer’s assessment without question

Your insurer may prefer cleaning because it costs less than replacement. But a proposed cleaning solution should be assessed against the actual damage and the terms of your policy.

Your position is stronger if you can show that:

• Floodwater contaminated items with sewage, silt, chemicals or other hazardous material.
• Upholstered furniture, mattresses, soft toys or other porous items cannot be reliably decontaminated.
• Items remain odorous, stained, structurally damaged or unsafe after a proposed treatment.
• Cleaning costs are disproportionate to the value of the item, or the item cannot reasonably be restored to its pre-flood condition.
• The insurer has not provided a credible technical assessment explaining why the items are suitable for cleaning.

Not every item exposed to floodwater necessarily needs replacing. The key is to challenge the proposed remedy for each affected item, based on evidence rather than having to argue that everything must be replaced.

2. Take these steps before agreeing to cleaning

1. Ask for the insurer’s decision in writing. Request an itemised list showing which belongings they want cleaned, which they will replace, and why they believe each item can be restored.
2. Ask for the evidence behind their decision. Request the assessor’s report and the proposed cleaning method, including how the contractor will address flood contamination and verify that the item is safe to use.
3. Photograph and catalogue everything. Record the item, its condition, how high the floodwater reached and any visible contamination, odour or damage. Keep receipts, bank statements and replacement-price estimates where possible. Consumer NZ recommends documenting damage and not feeling pressured to accept the first offer. Home and contents insurance: How to make a claimMaking urgent repairs :: Natural Hazards Commission Toka Tū Ake
4. Get independent evidence if needed. For disputed items, ask a suitable restoration specialist or other relevant expert to assess whether cleaning is technically appropriate. Check with your insurer first about any assessment costs.
5. Don't dispose of or authorise irreversible treatment of disputed items without documenting the damage and discussing it with the insurer. Ask them to preserve the evidence and agree on a process for disputed items. Follow any necessary health and safety advice in the meantime.

The Insurance Council of New Zealand advises disposing of fully flooded soft furnishings and other ruined or contaminated items that cannot be properly cleaned, while setting aside items that can be cleaned. This supports making an item-by-item case rather than accepting a blanket decision either way. Disaster Recovery - ICNZRecovery: What to do after a flood » National Emergency Management Agency

3. Check what your contents policy actually promises

Look for the sections headed settling claims, replacement value, repair or replacement, damaged contents and insurer's options.

There is an important distinction:

• Replacement-value cover: may provide a new equivalent item when the original is damaged beyond repair, subject to your policy.
• Present-value or indemnity cover: may pay only the item's value immediately before the flood.
• Repair-or-replace wording: may allow the insurer to choose a reasonable repair where the item can be restored, rather than automatically paying for a new one.

The exact wording matters. Replacement cover does not necessarily mean you can choose a new item whenever you prefer one over a technically adequate repair. Equally, the insurer should explain why its proposed remedy complies with your policy. InsuranceHow to get the best house and contents insurance

4. Make a formal complaint if the insurer won't reconsider

Write to the insurer's complaints team rather than relying only on conversations with your claim handler. Ask for an independent review of the disputed items and a written explanation of the decision against your policy.

If that does not resolve things, you can consider these New Zealand options:

New Zealand Claims Resolution Service (NZCRS)

Provides support with residential property insurance disputes following natural disasters, including advice on dispute resolution and access to mediation. Ask whether your particular contents dispute falls within its assistance.

0508 624 327

nzcrs.govt.nz

Insurance & Financial Services Ombudsman (IFSO) Scheme

An independent, free complaints service for eligible disputes with participating insurers. Check which external dispute resolution scheme your insurer belongs to and follow its complaints process.

ifso.nz

Consumer NZ explains the insurer's internal complaint process and escalation to an external dispute resolution scheme. The NZCRS also provides guidance on mediation and further options. Home and contents insurance: How to make a claimResolving disputes and claims

5. A message you can send to your insurer

Email

Subject
: Formal complaint – flood-damaged contents and proposed cleaning

Dear Claims Team,

I am writing to formally dispute the proposed cleaning of our belongings damaged by river flooding in Manawatū–Whanganui.

We do not consider the proposed cleaning an acceptable resolution for the items in dispute, given the extent of the flood damage and our concerns about contamination, safety, hygiene and whether the items can be restored to their pre-loss condition.

Please provide the following in writing:

1. An itemised list of all belongings you propose to clean rather than replace.
2. The assessment and evidence supporting the conclusion that each item can be safely and effectively restored.
3. Details of the proposed cleaning methods and how successful decontamination and restoration will be verified.
4. The relevant policy wording explaining your decision to clean rather than replace each item.
5. Confirmation that the disputed items will not undergo irreversible treatment or be disposed of before we have had a reasonable opportunity to review the evidence and respond.

We request an independent review of the disputed items, taking into account the nature of the floodwater, the materials affected, any contamination risks and the feasibility of restoring the items to their pre-flood condition.

Where items cannot be safely and reasonably restored, we request settlement in accordance with our policy's applicable replacement provisions.

Please treat this as a formal complaint under your internal complaints process and provide a written response explaining your decision and the options available to us if we remain dissatisfied.

We are willing to provide further photographs, an inventory and supporting evidence as required.

Kind regards,

[Your name]
[Claim number]

One important question

What types of belongings does the insurer want to clean rather than replace?

For example, mattresses and couches, clothing and bedding, children's toys, wooden furniture, electrical appliances, or a mixture of these.

The type of belongings makes a significant difference to the strength of your case. If you tell me which items are involved, I can help you work out which are most reasonably challenged for replacement under New Zealand insurance and flood-recovery guidance.