Frequently asked questions

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  • Getting Neos
    • Who is your policy underwritten by?
      All Neos smarter home insurance policies are underwritten by Great Lakes SE, who are part of Munich Re Group - the world's largest reinsurance company, so you're in safe hands.
    • I am a tenant who rents, can I get Neos
      Yes, if you are a tenant who rents, then you can get Neos by purchasing contents-only insurance.
    • I’ve signed up to Neos – what happens next?
      We’ll deliver your Neos package within 3-5 working days after you’ve purchased.

      If you’ve chosen to have your Neos system professionally installed, then your Neos engineer will give you a call a couple of days before your arranged installation date, introduce themselves and provide a window of time during which your installation will take place. On the day of your installation, they’ll come out to your home, install all the smart tech, show you how the app works and explain how you can the most out of your Neos system.
    • Do I need the internet / a wireless network in my home to get Neos?
      Yes, Neos requires an internet connection in your home in order to work. Once you have internet set up in your home, then you can easily have Neos installed. 
    • I’m a business owner, can I get Neos for my office?
      Right now, Neos is for homeowners and tenants only, but insurance for businesses is an area we are keen to expand into.
    • I’m a landlord, can I get Neos for my rented properties?
      Currently, Neos is for homeowners but landlord insurance is something we are looking into.
    • Can I get Neos without the insurance?
      Currently, Neos comes with insurance as standard and we do not offer a tech-only package only. If you’d like to discuss getting a tech-only option, email hello@neos.co.uk - we’d love to hear from you.
    • Can I save a quote for later?
      Yes, you can save and complete your quote at a later date. If you save a quote, we’ll send you an email with a link that you can use to retrieve your price. We’ll save your quote and guarantee your price for 30 days.
    • What does my quote include?
      We offer three packages: 'Good', 'Better' and 'Best'. Our 'Good' package includes a leak detector plus home insurance cover. Our 'Better' package includes one of each sensor (leak, smoke, motion and window / door), one indoor security camera, support from our emergency home assistance service and home insurance cover.

      Our 'Best' package includes two of each sensor, one indoor security camera, 24/7 system monitoring from our team (in case you’re unable to pick up urgent notifications), support from our emergency home assistance service, plus our most comprehensive insurance cover.
    • How much does Neos cost?
      To see how much it costs to have Neos protect your home, get a quote online. Getting a price is quick (under 30 seconds) and you can save your quote for 30 days.
    • How do I get a quote for Neos?
      You can get a free quote online and get a price in under 30 seconds. Alternatively, you can call us on 0203 210 3000 between 09:00 and 19:00, Monday - Friday, and we can guide you through the quote process.
  • Smart technology & sensors
    • What happens to camera recordings? How long are they kept for?
      Your camera feed is stored in the cloud for 24 hours, so that you can review the footage should anything happen. This service is provided free of charge.

      In the future, we plan on introducing paid-for packages that will allow you to store your video feed for longer periods of time and access your video recordings through the Neos App.
    • Who has access to my home’s live 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.
    • I already have a security alarm system, will Neos affect this setup?
      Neos can be installed alongside an existing home security alarm for added protection. Having Neos installed will not affect your existing home security alarm setup.  
    • How often are the devices in my Neos package upgraded?
      Every three years we’ll upgrade your tech free of charge to ensure you have the latest and greatest ways of protecting your home.
    • Who owns the Neos kit?
      Just like if you had a Sky TV contract, Neos owns the devices in your home.

      If you decide to cancel we will arrange for a courier to collect your devices or provide you with a prepaid envelope to return the smart home technology to us. We ask that this is returned within 14 days of your cancellation date. If you do not return the technology, we will charge you as follows: Cover Level:

      Neos Good: £50 Neos Better: £200 Neos Best: £250
    • Can I customise my Neos system e.g. make it control my lights?
      We’re currently developing the ability for you to customise your Neos system.

      Soon, we plan to be able to allow you to do things like turn lights on and off so that you can make it look like you’re home, even when you’re not.
    • Will the Neos devices work with other smart home devices that I already have?
      Neos supports integration with Amazon Alexa devices, such as the Echo and Echo dot. You can add your own Netatmo cameras to your Neos system. Soon we will also allow you to add additional Fibaro sensors too.
    • Who do I contact if I experience a problem with a device?
      If you’re experiencing technical issues, we’ve got lots of smart engineers on-hand that can answer your questions and help resolve your problems quickly. Email us directly at  tech@neos.co.uk or call us on 0203 210 3000 from Monday to Friday, 09.00 to 19.00  
    • Who is responsible for the repair and maintenance of the devices?
      Neos requires very little maintenance, beyond occasionally replacing the batteries for the devices. We will provide you with batteries free of charge when the need replaced.

      If at any time you think you a product is not working correctly, email us directly at tech@neos.co.uk or call us on 0203 210 3000 from Monday to Friday, 09.00 to 19.00
    • Do I have to pay for replacement batteries?
      We will provide you with free batteries when they need to be replaced. If your device requires a new battery email us directly at tech@neos.co.uk or call us on 0203 210 3000 from Monday to Friday, 09.00 to 19.00
    • How are the devices powered?
      The smart sensors (water, fire, leak, motion and door / window sensors) are all battery powered. These devices have, on average, a two-year battery life. The indoor wireless camera provided as part of the better and best packages comes supplied with a USB to 5V UK power adaptor.
    • Can I control the devices from my app or turn them on and off?
      The leak and smoke detectors are always on to ensure your home is never left vulnerable to fires or leaks - both of which can cause considerable and serious damage.

      The door / window sensors and motion sensors can be armed when you leave your house via the app or via our Amazon Alexa integration, in order to secure your home against intruders. These are then disarmed via the app when you arrive home.
    • Which problems are the devices designed to detect?
      Our 'Good' package detects water leaks only. Our 'Better' and 'Best' packages detect intruders, fires and water leaks to provide maximum protection for your home.
    • How can I contact technical support?
      To get in touch with technical support, email tech@neos.co.uk or call us on 0203 210 3000 from Monday to Friday, 09.00 to 19.00
    • How do you keep my Neos smart home tech secure from cyber hackers?
      We’re dedicated to ensuring our systems are safe and secure from cyber attacks, which are a growing threat in 2017. For all the technical details on how we protect both our hardware and software from cyber attacks - check out our Neos cyber security facts.
    • Which devices are included with Neos?
      Neos offers three different packages. Our 'Good' package includes a leak detector. Our 'Better' package includes one of each smart sensor (leak, motion, door/window and smoke) and one indoor HD camera. Our 'Best' package includes two of every sensor (leak, motion, door/window and smoke) for added protection and one indoor wireless camera.
  • Home emergency assistance
    • How much (in £) is covered by the home emergency assistance team?
      We will pay up to £1000 for all contractors' costs and charges, including parts and materials used relating to the same home emergency.
    • What is classed as a home emergency?
      Examples of home emergencies include complete breakdown of your heating system, plumbing and drainage problems, damage which affects your security (including locks and windows), if your only toilet is broken, loss of your power supply, lost keys, vermin infestation and roof damage.
    • What is home emergency assistance?
      If a serious incident occurs in the home, you’ll want it sorted ASAP. This is where our home emergency cover could really save the day. Call us on 0203 210 3000 and we will send out one of our appointed tradespeople out to your home to help fix the situation.* *This service is provided as standard with our 'Better' and 'Best' packages but can be purchased as an add-on for our 'Good' package.
  • Neos app
    • How will I know if a device detects a problem?
      You’ll receive an app notification. If you don’t respond to the app notification, a member of our 24/7 home assistance team* will call you to check everything’s ok and make sure you don’t need further assistance.

      * This service is provided as standard with our 'Best' package but can be purchased as an add-on for our 'Good' and 'Better' packages at checkout.
    • Can I control the devices from my app or turn them on and off?
      The leak and smoke detectors are always on to ensure your home is never left vulnerable to fires or leaks - both of which can cause considerable and serious damage.

      The door / window sensors and motion sensors can be armed when you leave your house via the app or via our Amazon Alexa integration, in order to secure your home against intruders. These are then disarmed via the app when you arrive home.
    • I’m experiencing issues with the app – who should I contact?
      You talk with a member of our team by hitting the chat icon in the app. Alternatively, email tech@neos.co.uk or call us on 0203 210 3000 from Monday to Friday, 09.00 to 19.00
    • How do I add members of my household to the Neos app so they can arm and disarm the Neos system?
      Go to the 'People' tab in your Neos App and hit the + button in the top right corner. You can add contacts from your Phone Book or enter them manually
    • What if my phone is turned off or not in range and there’s a problem detected in my home?
      Never worry - our home assistance team will still be able to receive alerts from your home.* If you’re not contactable, then they’ll get in touch with one of your named emergency contacts.

      * This service is provided as standard with our 'Best' package but can be purchased as an add-on for our 'Good' and 'Better' packages at checkout.
    • Does the app require wifi / 3G or 4G access in order to work?
      The app requires an wireless internet or 3G/4G connection in order to work. If you’re not connected to a network then you can’t view your home’s camera feed or receive any alerts. However, our home assistance team will still be able to receive alerts from your home, even if you’re unable to, helping protect your home from harm.*

      *This service is provided as standard with our 'Best' package but can be purchased as an add-on for our 'Good' and 'Better' packages at checkout.
    • How do I dismiss an incident as a false alarm?
      On the alert screen, simply swipe the slider to respond to the alert and dismiss it as a false alarm or take action.
    • Can cleaners / visitors to my home access the app?
      Yes, within the app, hit the "People" icon at the bottom of the screen. Then in the "People" area hit the + icon in the top right-hand corner. This will allow you to invite people to access your home, and arm and disarm your system via the Neos app.
    • How do 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.
  • Installation
  • Insurance
  • Cancelling & returning Neos
    • Can I cancel Neos if I change my mind?
      You can cancel Neos at any time. There’s no cancellation fee.

      If you decide to cancel we will arrange for a courier to collect your devices or provide you with a prepaid envelope to return the smart home technology to us. We ask that this is returned within 14 days of your cancellation date. If you do not return the technology, we will charge you as follows: Cover Level:

      Neos Good: £50 Neos Better: £200 Neos Best: £250
    • Is there a minimum contract or term?
      There is no minimum contract or minimum term, you can cancel Neos at any time. There is no cancellation fee but if you decide cancel, you’ll need to purchase new home insurance cover.

      If you decide to cancel we will arrange for a courier to collect your devices or provide you with a prepaid envelope to return the smart home technology to us. We ask that this is returned within 14 days of your cancellation date. If you do not return the technology, we will charge you as follows: Cover Level: Neos Good: £50 Neos Better: £200 Neos Best: £250
    • Is there a cancellation fee?
      You can cancel Neos at any time. There’s no cancellation fee.

      If you decide to cancel we will arrange for a courier to collect your devices or provide you with a prepaid envelope to return the smart home technology to us. We ask that this is returned within 14 days of your cancellation date. If you do not return the technology, we will charge you as follows: Cover Level:

      Neos Good: £50 Neos Better: £200 Neos Best: £250
    • Can I keep the Neos smart devices if I cancel?
      Just like if you had a Sky TV contract, Neos owns the devices in your home.

      If you decide to cancel we will arrange for a courier to collect your devices or provide you with a prepaid envelope to return the smart home technology to us. We ask that this is returned within 14 days of your cancellation date. If you do not return the technology, we will charge you as follows: Cover Level: Neos Good: £50 Neos Better: £200 Neos Best: £250
    • How do I cancel Neos?
      If you decide you wish to cancel Neos, please call 02032103000 to discuss cancellation. Lines are open Monday - Friday, 09:00-19:00.
  • Other