Frequently asked questions

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  • Getting Neos
    • I already owned a Smartcam and just purchased insurance with Neos – what now?
      As an existing user of our Neos SmartCam your user account and home is already active. Upon purchasing a policy with us, we will ship your additional tech after 14 days of purchase date. Your additional smart tech can be added to your existing app (you do not need to download the Neos Insurance app). To add the new devices please press the + button on your app home screen. If you purchased a 'Better" or "Best" tier insurance product you will now have the icons to install the leak or smoke alarm devices included in your package as well as your additional SmartCam. You will now be able to use the in-app chat for both technical support and insurance enquiries about your policy. All other insurance information and contact numbers can be found on your Welcome email and policy documentation.
    • 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?
      Getting up and running with Neos If you're a Good tier customers: After you’ve bought your policy, you should receive three emails to the email address you provided to us. The first email welcomes you to Neos and contains all your key insurance policy documents. The second email asks you to complete your account set up by choosing a secure password and setting your security information. The final email will ask you to confirm your delivery details, simply follow the link and enter your delivery details to confirm delivery of your smart tech. If you're a better or best tier customer: After you’ve bought your policy, you should receive two emails to the email address you provided to us. The first email welcomes you to Neos and contains all your key insurance policy documents. The second email asks you to complete your account set up by choosing a secure password and setting your security information.
    • 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?
      If you’re looking to purchase the smart home technology without the insurance you can visit our eshop and buy this technology as a standalone. If you’re looking to get the full Neos experience and devices we recommend the insurance and technology package.
  • Smart technology & sensors
    • My camera isn’t detecting motion
      We recommend running the latest version of the app and that your camera is active (the camera light is a solid green). Please also be aware the motion feature will only work with a Truen camera. If you would like further support setting up your Neos camera you can speak to a member of our technical support team via your Neos app or send an email to tech@neos.co.uk.
    • I’d rather my camera didn’t detect motion, can I disable it?
      Yes you can, you'll need to speak with a member of the Neos team which you can do via your Neos app or by sending an email to tech@neos.co.uk.
    • Motion detection has been enabled on my Neos camera but I keep getting false alerts via my Neos app
      For optimum performance and accuracy, it is important to consider the following when positioning your camera.
      • Avoid pointing your camera at places that are susceptible to sudden changes in light, such as towards a window, blank wall or mirror
      • Avoid pointing your camera directly out of the window onto the street to keep an eye on your car
      • If you have pets, avoid places where they are likely to pass regularly
      For more support positioning your camera, please refer to our user guide here.
    • Do I need the latest app for my camera to detect motion?
      Motion detection will work with all versions of the Neos app, but we would always recommend running the most recent version that you can find in the app store. You can download the latest version of the Neos app straight from the app store on your device.
    • 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?
      As part of your Insurance premium each year we will maintain your tech, cloud storage costs and provide technical support assistance. As we launch new products and decommission old technology we will work with customers to replace after renewal or earlier if required.
    • 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.
    • 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 or on Saturday from 09:00-17:00.  
    • 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, or on Saturday from 09:00-17:00.
    • 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 or Saturday 09:00-17:00.
    • How are the devices powered?
      Our SmartCam is mains powered and must be connected at all times to work correctly. All other devices are battery powered and have, on average, a two-year battery life. If your battery should run out please contact our technical support team for replacement.
    • Can I control the devices from my app or turn them on and off?
      You are unable to physically turn devices off remotely via the app. Flood and Smoke sensors are always on to ensure your home is never left vulnerable to fires or leaks - both of which can cause considerable damage.
    • Which problems are the devices designed to detect?
      Our 'Good' package includes one wireless HD 108p indoor security camera with night vision and detects intruders 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 17.00, and Saturday 09:00-17:00.
    • 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.
  • 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?
      We will provide a tradesman (up to £1000 for labour and parts) to resolve a home emergency arising from complete failure or breakdown of your main heating system (central heating boiler must be serviced in last 12 months and less than 15 years old); damage or blockage to your plumbing or drainage; accidental failure of your domestic electric or gas supply; loss or theft of the only available key to gain access to your home or vermin infestation.
    • 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 do I contact Technical Support?
      To get in touch with technical support please email tech@neos.co.uk or call us on 020 3210 3001 from Monday to Friday, 09.00 to 17.00 and Saturday 09:00-17:00.
    • How do I arm my app for motion/loud noise alerts?
      To receive motion or loud noise alerts from your Neos SmartCam it needs to be 'armed'. You can manually arm your home with the slider on your app home screen or you can use the auto-arming feature which will detect when the last member of the home leaves the proximity of the home to arm the app and will disarm the home upon the first member of the home returning to the proximity of the property. To use this feature please switch it on in the app settings.
    • How will I know if a device detects a problem?
      If your SmartCam detects motion or a loud noise (and the app is armed) you will be notified via push notification to your smartphone. Any devices which detect water or smoke will also alert you via push notification (even if app is not armed). If you do not respond to a water or smoke event the system will also send you an SMS and automated call to alert you to the incident.
    • Can I control the devices from my app or turn them on and off?
      You are unable to physically turn devices off remotely via the app. Flood and Smoke sensors are always on to ensure your home is never left vulnerable to fires or leaks - both of which can cause considerable damage.
    • 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, or on Saturday from 09:00-17:00.
    • 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.
  • Insurance
    • If I cancel the insurance do I need to return the smart tech?
      If you decide not to renew or cancel your policy you are able to retain your SmartCam and use it in your existing app. Upon cancellation of the policy we will ask you to return any additional devices provided as part of your Insurance package (i.e. leak or smoke devices).
    • Will I get penalised if I need to claim and I wasn’t using my Neos kit?
      Absolutely not, our claims teams will never ask you about the status of your tech. We provide devices to help customers in the hope it can help prevent or reduce claims. However, if your tech is down for whatever reason and something happens, your insurance still works like a regular policy.
    • What is legal cover?
      Legal cover can help you with employment disputes such as unfair dismissal or redundancy; disputes over the purchase of goods or services or private sale of goods; a dispute with a neighbour; a claim for injury or death against the person or organisation responsible; an investigation by HMRC into your personal tax affairs; identity theft or defending a prosecution that arises from a road traffic or work-related offence.
    • What does buildings sums insured mean?
      This is the maximum value (£) we will pay to repair or rebuild the buildings of your home. You should make sure this is high enough to cover completely rebuilding your home including any professional fees (eg for an architect). This is not the same as your home's market value, which might be higher or lower. You can find further information on rebuilding costs here.
    • What is included in limited accidental buildings damage cover?
      Accidental damage to cables, pipes, septic tanks and drain inspection covers that you are responsible for and that serve your home - as well as fixed glass and sanitary fittings, including baths, shower trays, shower, screens, bidets, wash basins.
    • How do I make a claim?
      Call us directly on 0203 210 3000 in the event that you need to make a claim. Our claims phone line is open 24/7.
    • I need to make an adjustment to my cover – who do I talk to?
      You can call us on 0203 210 3000 to talk with a member of our customer services team Monday to Friday from 08.00 - 19.00, or on Saturday from 09:00-17:00.
    • I have a question about what’s covered under my policy – where can I find this?
      Your policy wording and policy schedule documents contain all the info about what’s covered. Alternatively, call us on 0203 210 3000 to talk with a member of our customer services team Monday to Friday from 08.00 - 19.00 or on Saturday from 09:00-17:00.
    • 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 that data collected from your home will never be used against you when paying claims, it's as simple as that.
    • How do you store and protect your customers’ data?
      We understand that privacy is very important to our customers, so we use similar encryption to bank accounts to keep your personal information safe and secure. We collect anonymised data to learn about usage patterns and continually improve Neos – this is similar to how mobile phone companies use data.

      With Neos, each device in your home lives behind its own encryption key, so no-one can see that it belongs to your home without defeating many complex layers of encryption.
    • 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.
  • 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, and Saturday from 09:00-17:00.
  • Discontinuation of Neos Smart Home Insurance product
  • Other
    • How do I contact Technical Support?
      To get in touch with technical support please email tech@neos.co.uk or call us on 020 3210 3001 from Monday to Friday, 09.00 to 17.00 and Saturday 09:00-17:00.
    • 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.
    • Can I get Neos without the insurance?
      If you’re looking to purchase the smart home technology without the insurance you can visit our eshop and buy this technology as a standalone. If you’re looking to get the full Neos experience and devices we recommend the insurance and technology package.
    • 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 17.00, and Saturday 09:00-17:00.
    • 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.
    • I’d like to make a complaint – who do I talk to?
      We’d love to hear from you if your experience with Neos wasn’t as good as it should be. You can call us on 0203 210 3000 between 08:00 and 19:00, Monday - Friday, or from 09:00-17:00 on Saturday. You can also chat with us online or email us directly at hello@neos.co.uk. You can also read our Complaints Procedure.
    • 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 that data collected from your home will never be used against you when paying claims, it's as simple as that.
    • How do you store and protect your customers’ data?
      We understand that privacy is very important to our customers, so we use similar encryption to bank accounts to keep your personal information safe and secure. We collect anonymised data to learn about usage patterns and continually improve Neos – this is similar to how mobile phone companies use data.

      With Neos, each device in your home lives behind its own encryption key, so no-one can see that it belongs to your home without defeating many complex layers of encryption.
    • 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.