Artificial intelligence (AI) is not the first choice for UK homeowners seeking help with home improvement tasks, according to new research from Allianz UK.
In a recent survey, only 1% of respondents indicated they would turn to AI for advice on jobs and problems around the home.
Social media fared similarly, with just 1% of those surveyed saying they would use it as their initial source of help. Partners were the most common source of support for traditional DIY jobs such as painting or assembling furniture, with 38% of respondents saying they would ask their partner first.
For more complex issues, such as water leaks or car problems, professional experts were the preferred option. The survey found that 53% would contact a professional first for a water leak, and 47% would do the same for a car issue. When it comes to DIY jobs, 17% said they would seek out an expert, while 42% would turn to friends or family.
Graham Wright, managing director of home insurance at Allianz UK, said, “While AI is increasingly embedded in more places, it’s clear that professional experts are still very much trusted, even with those traditional DIY jobs such as painting and building furniture.”
Wright also noted that home insurance policies can provide protection against the cost of DIY accidents, including accidental damage cover and access to experienced tradespeople for repairs.
The research also highlighted the prevalence and cost of DIY mishaps. Forty-two per cent (42%) of homeowners reported experiencing a DIY disaster at home, with the average claim for accidental damage exceeding £2,100. The largest claim paid by Allianz UK for DIY damage was over £14,600, resulting from a policyholder drilling through a central heating pipe and causing extensive water damage.
Common incidents included spilling paint (16%), making a hole in a wall (13%), breaking an appliance while attempting a repair (12%), putting up a shelf that later fell (9%), and cutting through an electrical wire (8%).
Some respondents shared less typical experiences, such as slipping in the attic and putting a foot through the ceiling, a cat leaving paint pawprints throughout the house, wallpaper being applied upside down, a roll of carpet breaking a window, and standing on a toilet to paint the ceiling, causing it to collapse.
When asked about their motivation for attempting DIY tasks, 48% said they had succeeded with similar jobs in the past. Another 26% cited overconfidence, while 19% said they did not have time to wait for professional help.
While AI may not be the go-to for homeowners seeking practical advice, the technology is playing a much larger role behind the scenes in the insurance sector.
Nearly 90% of UK insurers are now investing in digital initiatives, including artificial intelligence and automation, as part of a broader effort to modernise operations and improve efficiency. This digital transformation is also changing how insurers assess risk and interact with customers.
One of the most significant changes is the use of AI to personalise insurance policies. Insurers are increasingly applying advanced analytics to tailor coverage to individual needs, moving away from a one-size-fits-all approach. This trend allows customers to design policies that better reflect their lifestyles and specific requirements.
With this increased reliance on AI, the Financial Conduct Authority (FCA) has emphasised the need for ethical standards. The FCA has called on insurers to ensure their use of AI is transparent and free from bias, particularly in underwriting and claims handling, to maintain consumer trust and fairness as technology becomes more central to the industry.
