Compare home and contents insurance providers in New Zealand. Canstar Blue reviews AA Insurance, AMI, ANZ, State, Westpac, Tower and Vero, on factors relating to their speed of response, claims process, quality of service, communications, value for money and overall customer satisfaction.
See our Ratings Methodology.
For most of us, our home – and what we have in it – is the most valuable (and most valued) possession we own, so we don’t really like to think about anything going wrong with it. However, sometimes things don’t go as planned and through accidental damage, theft, or natural disaster, we find ourselves left with a hefty bill to replace or fix things. That’s where home and contents insurance comes in.
Every year, Canstar Blue surveys policy-holders across New Zealand to find out how they rate their insurers. As well as price, we look at the claims process, speed of response, quality of service, and communications. It’s important to remember that you will only be contacting your insurer if things have gone wrong, so you want to have the confidence that making a claim will not add to the inconvenience and possible stress you’re already enduring.
Making it five years in a row, AA insurance has emerged as the clear winner of this year’s Canstar Blue Overall Customer Satisfaction Award. AA Insurance was also the only insurer to record a maximum five star rating across all research categories – a strong indicator that the insurer is meeting the expectations of its customers.
Although home and contents insurance are two separate types of cover, most of us tend to buy the two together. Broadly speaking, the home insurance element covers the structure of your house and any permanent fittings such as kitchen or bathroom, as well as driveways, paths etc, within the boundary of your property. Contents Insurance covers non-permanent fixtures and possessions such as (but not limited to) electrical goods, clothes, jewellery and sporting items.
In New Zealand, there are some elements of home and contents insurance that are common across all providers.
With the basics covered, how do you find out which insurance company is right for you? Home and contents insurance cover and premiums are dependent on a number of factors and can vary from house to house. Some of the major factors that can affect your premiums and the level of cover you can obtain include the location of your property, the type of land it is built on, type of materials it is built from, and the age of your property. So with these things largely factors you can’t change, how can you make sure you get the best deal? A few things to bear in mind when you compare home insurance are:
If you find a policy that is better on price or cover, you can switch insurers at any time. However, our research revealed that Kiwis are creatures of habit, with a huge 78% of the people we asked renewing their home and contents policy with the same insurer. Maybe it’s the multi-policy discounts on offer or good levels of service provided, both of which are very good reasons to stick to what you know. But remember, even if you are comfortable with your insurer, review and reassess annually to make sure you continue to get the right cover, at the right price.
Insurance policies can be a difficult read. Full of definitions, inclusions, exclusions and conditions, it can be hard to motivate yourself to read through them, but you do need to do it. Reviewing your policy and knowing what it covers means that in the event of a claim, you know where you stand.
As well as finding out which home and contents insurance providers are rated highest in New Zealand, our research also identified what drives customer satisfaction for consumers who have made a claim on their cover. In order of importance, the following qualities are what were valued most:
It’s no surprise that quality of service and communication were the most appreciated characteristics. As a customer, you want to feel valued and kept in the loop of what is going on. After all, if you’re making an insurance claim, chances are you’ve already gone through a fair amount of hassle already.
Canstar Blue commissioned I-view to survey 2,500 New Zealand consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers who currently have a home and contents insurance policy and have made a claim in the last three years – in this case, 626 New Zealanders.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
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