FAQ

What is Neos?

On top of comprehensive buildings and contents cover, Neos connected home insurance provides eight wireless smart sensors and a camera - linked to the Neos app - that detect fires, leaks and break-ins 24/7. The Neos app alerts you if there’s a problem at home and the Neos home emergency assistance team help you resolve it. They have access to a network of approved tradespeople, who can be dispatched to your home to fix problems as soon as they’re detected.

Connected home insurance uses tech to help prevent bad things from happening in the first place, but supports and fully covers you in the event something does go wrong. It’s insurance as it should be.

What makes Neos different from traditional home insurance?

Your home insurance policy only kicks in after the event, when it’s too late and the damage has been done. We believe that prevention is better than cure. That’s why we use the latest smart technology with app control to let you know immediately if there’s a problem at home.

That way, we can work together to keep your home safe and minimise the damage caused. It’s proactive insurance that ensures everything is ok, but still covers you in the event something does go wrong.

Which smart home security devices do I get?

In total, Neos provides you with nine wireless smart home security devices:

  • One wireless indoor Netatmo camera
  • Two wireless leak detectors
  • Two wireless window / door sensors
  • Two wireless motion sensors
  • Two wireless smoke detectors

How much does it cost?

You don’t pay any extra for Neos on top of your home insurance premium quoted by Hiscox. The Neos smart devices, the home emergency assistance service, system installation and unlimited buildings and contents insurance are all included in your Hiscox premium.

How can I download the Neos app?

The Neos app is free to download from the Apple App Store and Google Play store. You can download it to as many devices as you need. 

I’m a tenant, landlord or business owner, can I get Neos?

Currently, Neos is for homeowners, or those looking to buy home insurance… but watch this space. If you think that you or the sector you work in could benefit from having Neos, we’d love to hear from you. Simply contact info@neos.co.uk to talk with us or call us on 020 3210 3000.

Can I install the Neos system myself?

Currently, a Neos engineer professionally installs the equipment in your home free of charge and talks you through how to get the best from your Neos app. This ensures all the devices work just as they should. We do not ship Neos for self-install currently but this could change in the future.

Who is responsible for maintenance and repair of the devices?

Neos requires very little maintenance, beyond occasionally replacing the batteries for the devices. We will provide you with free batteries as and when required, which you can easily change. If you think you have a faulty product, email us directly at info@neos.co.uk or call us on 020 3210 3000

Will Neos work with smart home tech I already have?

Currently, Neos works with Amazon Alexa and we will be adding support for other devices in the future.

Can I customise my Neos system e.g. make it control my lights?

Currently, Neos does not support DIY integration of additional smart home devices such as lights, speakers and entertainment systems. In the near future, we will release a select range of integrations for other smart home products, designed primarily to make your home safer and more secure.

Who owns the Neos devices?

Just like if you had a Sky TV contract, Neos owns the devices in your home, and will arrange for their collection via courier if you ever decide to cancel your Neos contract.

How do you store and protect your customers' data?

We use the very latest bank-grade encryption technology to make sure data from your devices is kept safe and secure, meaning no-one but you and your family will be able to access information about your home. Members of the Neos Team will never be able to see data that identifies you personally without your prior consent. Personal information is held separately from Neos device data. We use anonymised data to learn about usage patterns and improve the product – this is similar to how mobile phone companies use data.

Will you use any data you collect to avoid paying out in case of a claim?

Absolutely not. Our promise to you as a customer is data collected from your home will never be used against you when paying claims, it's as simple as that.

Are you regulated by the FCA?

Neos Ventures Limited is authorised and regulated by the Financial Conduct Authority (FCA)- the independent body who regulates firms working in financial services. You can find us on the Financial Services Register online:  Reference no. 752145. Being authorised and regulated by the FCA means we have to conduct our business to the highest standards and adhere to the regulations that are in place. This helps us to be transparent and fair to our customers. 

Is there a contract / minimum term?

There is no minimum contract or minimum term, you can cancel Neos at any time and we will arrange for a courier to pick up your Neos devices.

Is there a cancellation fee?

There is no cancellation fee.

Who can access my camera feed?

Only you or members of your household who have the app installed can access your live camera feed. It is 100% private and cannot be viewed by Neos team members.