Frequently asked questions

General

About Honey

Who is Honey?

We are smarter home insurance helping you prevent avoidable accidents. Rather than waiting for things to go wrong, we actively try and protect your home with smart home sensors from many of the common mishaps that lead to claims. It’s an entirely new – and we like to think smarter – way of keeping your home and contents safer. We also use our smarts to take the guesstimating out of choosing proper coverage – and to insure you in three minutes flat.

What makes Honey different?

We use technology to keep your home and contents safer. Many at-home mishaps can be avoided, so we send you smart home sensors that can detect accidents like fire, water damage and theft. We’re here for you every day, not just the day things go wrong.

Honey Products

What kind of products does Honey offer?

We protect you financially if something happens to your home or precious things. We offer three types of coverage:

  • Home Insurance – the building itself, as well as attached fixtures and fittings.
  • Contents Insurance – your personal belongings in the home, and some items you take outside your home.
  • Home & Contents Insurance – both of the above combined in one policy.

Can I insure my investment property?

If you’re renting out an investment property, we also offer Landlord Insurance, which is coming soon. It protects you from things like damage by a tenant or loss of rent.

Our Backing

Who is Honey backed by?

We’re backed and underwritten by RACQ – one of Australia’s most trusted brands.

Where can I access your Product Development and Sales Policy?

This is maintained by our underwriter, RACQ, and is available on their website here.

Contacting Honey

Where is Honey available?

We’re available anywhere in Australia.

How do I contact Honey?

You can chat with our team by calling 137 137 between 8 am and 7 pm, Monday to Friday (Sydney time). Or, if you prefer, you can also email us at contact@honeyinsurance.com. If your enquiry is urgent, it’s better to call. Email responses can take up to one business day.

Joining Honey

How do I join Honey?

You can sign up online or by calling us on 137 137.

How can I retrieve my quote?

When you get a quote, you have the option to send yourself a copy by email or SMS. And if you've provided us with your email address, we’ll automatically send through a copy as well. Use the links in either of these to retrieve your quote.

Will my application for insurance be accepted?

Sometimes we’ll need to chat with you before providing a quote or coverage. We’ll get in touch in these cases and ask a few more questions about you and your insurance needs. In the unlikely situation that we are not able to offer you any coverage at all, our team will be happy to discuss the details of the situation.

What should I do with my policy documents?

Within an hour of signing up, you’ll receive four important documents to your email:

  1. Your Certificate of Insurance
  2. Product Disclosure Statement (PDS)
  3. Any applicable Supplementary PDS
  4. Key Facts Sheet (FSG)

These documents tell you what you are and are not covered for, your excesses, limits and more. If there’s anything in your documents that you don’t understand or seems a bit off, call us on 137 137. Once you’re good, pop your documents somewhere safe in case you need to refer back to them or make a claim.

Is there a cooling-off period?

You have a 21-day cooling-off period starting from the date and time we issue your policy or midnight on your renewal date. As long as you haven’t made a claim, you can cancel your policy within this time, and we’ll refund your premium in full.

How do I get replacement documents?

Your documents are always available online. You can get hold of them by logging into your account. You can also call us on 137 137, and our team can email or post new copies to you. For the Product Disclosure Statement and other general documentation, you’re able to download them directly from our site.

How do I get a Certificate of Currency?

When you take out a policy we send you your Certificate of Insurance. However sometimes your bank or another institution will require a Certificate of Currency. Certificates of Currency are available online. You can access yours by logging into your account. You can also call us on 137 137, and our team can email or post a copy to you. We can also send a Certificate of Currency directly to your financier. Have their details ready when you chat with us.

Do you offer cover notes?

We don’t offer cover notes for Home, Contents or Landlord Insurance.

Making Payment

How often do I pay my premiums?

You can choose to pay annually or by the month – at no extra charge.

How can I pay for my policy?

We debit your annual or monthly premium from a credit card or bank account. For annual payments, you select the date of your first payment – up to 30 days after your policy activation date. For monthly payments, you choose the day of the month for the first and subsequent payments to be made.

What happens if my payment date falls on a weekend or public holiday?

If your nominated date falls on a non-business day, your payment will be taken out on the next business day.

Making Changes

Can I change my level of cover whenever I want?

We know life can be unpredictable, so we give you the flexibility to make changes to your cover during the policy period. If you want to request a change, call us as soon as you can on 137 137. Changes are only effective from the time you notify us.

How do I update my direct debit details?

Give us a call on 137 137, and our team will sort it out for you.

What should I do if I move house?

Moving can be a real headache, so we’ve made updating your insurance to a new home as simple and smart as possible. Before you move, give us a call on 137 137 to chat through all the details. We’ll need to know things like:

  • The date you are moving
  • Where you are moving to
  • Details of your new home

Premiums are calculated based on where you live, so your new home might have a different premium than your old place.

Can I update my policy online?

Not just yet. We’re always working to make things easier and smarter for you, so check back soon.

Claims and Your Insurance Policy

How do claims work?

Claiming is simple, sweet and smart. There are a few ways you can claim – both online and on the phone. For all the details, check out our Claims page. Whatever the issue, our team has your back.

How do I make a claim?

Our claims team is here for you, all day, every day. If you need to make a claim, you can lodge it online or speak with our team on 137 138. We’re available 24/7/365. If you’re in an emergency and your home is damaged or under threat of damage, call the SES on 132 500.

For more details, check out our Claims page.

What information do I need to make a claim?

To help us process your claim as quickly as possible, please have the following info handy when lodging your claim online or on the phone:

  • Your policy number (it’s the number in your online reference or policy documents)
  • The date and details of the incident
  • A Police Report number for lost or stolen items
  • Details of any damaged property or items that have been lost or stolen
  • Proof of ownership of any damaged or stolen property (e.g. receipts, invoices or photographs)
  • A damage report and quote for repairs of the damage
  • Samples of damaged items such as carpet, blinds or rugs (only if it’s safe to get them)
  • Contact details of any witnesses or other people involved Your paid invoices
  • Photos of any damaged contents that are creating a health hazard

Your Certificate of Insurance has all the details of what you’re entitled to claim.

How do I contact Honey about an existing claim?

Our team gets in touch every 20 business days – at a minimum – to update you on the progress of your claim. If you need to chat about anything in the meantime, we’re here for you. Just give us a call on 137 138.

Why do you need my receipts or proof of purchase?

These documents help us validate your claim and make sure we have all the info needed to process things quickly. If you can’t find your documents for some reason, we’ll work with you to find a way to keep your claim progressing and get everything finalised.

Your Privacy

Are any of my personal details sold or disclosed to any third parties?

We comply with our obligations under Australian Privacy Law. Our Privacy Statement explains how we treat your personal information. This info is also detailed in our Product Disclosure Statement.

Are my bank and credit card details protected?

We take the collection and privacy of your details very seriously. All your financial details remain encrypted and secure once entered into our system. Our Privacy Statement explains how we treat your personal information.

Complaints

How do I make a complaint?

We understand that sometimes we may not always meet your expectations and you may have a complaint. If this happens, we treat this seriously and have a process to deal with your complaint.

Making a complaint is a 3-step process

  • Step 1: Talk to us by either calling on 137 137 or sending an email to feedback@honeyinsurance.com. We aim to acknowledge all complaints within 24 hours.
  • Step 2: If you’re not happy with our response to your complaint, you can refer your complaint to our Internal Dispute Resolution Committee. 
  • Step 3: If you’re not happy with how our Internal Dispute Resolution Committee decides to resolve your complaint, you can refer it to the Australian Financial Complaints Authority [AFCA]. 

This is just a summary. The full details of our complaints and feedback process can be found here.

Insurance Fundamentals

Premiums

What’s a premium?

A premium is the amount you pay to get insurance cover. It is the cost of your insurance policy.

How is my premium calculated?

Your premium is based on a number of things, including:

  • What you choose to insure and how much you choose to insure it for
  • Where your home is and risk information specific to your location (e.g., the likelihood of a flood, cyclone or bushfire, or crime rates in your suburb)
  • Features specific to your home (e.g., building materials, the age of the building, and security features)
  • The excess amount you have chosen Your claims history
  • Your age

In most cases, the higher the risk of loss or damage, the higher the insurance premium. The chance of loss or damage is different for everyone, so we calculate your premium based on your individual circumstances.

How can I reduce my premium?

You can reduce your premium by choosing a higher excess. Remember, though, that while your premium will be cheaper, you will have to pay a higher excess if you need to make a claim.

Industry Information

Where can I get general information about the insurance industry?

The Insurance Council of Australia has developed the Understanding Insurance website.  It is designed to educate you about how insurance works.

What is the Emergency Services Levy (ESL)?

The Emergency Services Levy (ESL) is an emergency services insurance contribution scheme that funds the fire and rescue emergency services in New South Wales (NSW). Insurance companies are required to contribute to the budget for these services in NSW each financial year. Insurers may reclaim this amount from their policyholders by charging an ESL in their insurance policy premium.

The Emergency Services Levy Insurance Monitor (ESL Monitor) published an Order requiring insurance companies, and those acting on their behalf, to provide a breakdown of the ESL component of the premium, as well as year on year premium comparisons. These disclosure requirements are being enforced by the ESL Insurance Monitor.

Will the Emergency Services Levy increase insurance premiums?

There is no direct charge to policy premiums because of the Emergency Services Levy (ESL). But you may see an impact in the ESL contribution compared to last year. Want to know more? Check out the Revenue NSW website for information.

Insurance Jargon

What’s the difference between an insurance company and a broker?

An insurance company can offer you a range of policies. You can use this information to purchase a policy from that insurance company. Brokers are professional advisors who have access to insurance policies from a range of insurance companies. They can provide you with advice on which policy is best suited to you, and they will purchase this policy from the insurance company on your behalf.

What does risk mean?

When we talk about risk, we are talking about the chances of an incident occurring that will cause damage or loss. All insurance companies calculate risk to determine a customer’s premium. It’s putting a financial value on the risk. When we assess and price risk, we are working out how much it would cost to replace and/or rebuild the insured item and the likelihood that this will occur in a period of insurance (i.e. one year).

For example, if you have a low-lying, single-story house on a waterway, your property could be considered a high flood risk. If you’re an inexperienced driver, you are at a high risk of being involved in an incident. While we consider many other factors, both of these scenarios could result in a higher premium or additional excess.

What is underinsurance?

This is when the amount you are insured for on your Certificate of Insurance is below what it would cost to replace or rebuild. According to the Insurance Council of Australia, your property is considered to be underinsured if your insured amount covers less than 90% of the cost to rebuild.

For example, if your home is insured for $200,000, but it will cost $300,000 to rebuild it, you may not receive enough money from your insurance company to rebuild. Our smart calculators provide you options to help you work out how much you should insure your property for.

What is over-insurance?

Over-insurance is when you insure your property for more than it is worth. This does not mean you will get the inflated value if you make a claim. In the event of a successful claim, you can be paid the replacement value of the property lost or damaged.

For example, if your home is insured for $300,000 when it only costs $200,000 to rebuild, you may only receive $200,000 from your insurance company. Our smart calculators provide you options to help you work out how much you should insure your property for.

What is reinsurance?

Insurance companies need insurance as well. It’s call reinsurance. In the event of a major catastrophe, sometimes the amount of money we pay to help customers recover from loss or damage takes a large portion out of our reserves. By insuring a percentage of those reserves, we make sure that we can recover some of the money we pay out to customers. That way, we can continue to offer you a competitive premium.

Homeowners Insurance

About Homeowners Insurance

What is homeowners insurance, and why is it important?

Homeowners insurance can cover you for both your home’s building and contents in the case that they need repair, rebuilding or replacement after an insured event (a fancy way of saying something happened and then you needed to make a claim). This includes protection from unpredictable weather and the impacts of cyclones, floods, storms and bushfires. Homeowners insurance also protects you against things like theft, damage and legal liability.

Coverage

What am I covered for?

Homeowners insurance covers your home and/or contents against loss or damage as a result of an insured event. For a full list of the insured events we cover, please refer to our Product Disclosure Statement.

Does Honey Insurance cover me for flooding?

We do. Our Product Disclosure Statement defines a flood as: The covering of normally dry land by water that has escaped or been released from the normal confines of any of the following:

  • a lake, river, creek or other natural watercourse (whether or not it has been altered or modified)
  • a reservoir, canal or dam

What am I not covered for?

For a full list of exclusions under your policy, please refer to the Product Disclosure Statement.

Am I covered immediately?

You’re covered from the date you requested your cover to start. But if you don’t have existing insurance, we can’t cover you for fire or flood damage for 72 hours.

What is ‘new-for-old’ replacement?

We insure new-for-old replacement on your belongings. This means that your possessions will be replaced with brand new items should something happen to them.

How much should I insure my home for?

We aren’t able to provide you with advice on the replacement costs of your home or how much to insure it for. Instead, we use the information you give us and data sourced from third parties to recommend an amount of cover you should have. You should use this recommendation as a guide.

When considering how much you should insure your home for – often referred to as the sum insured – you should include the full cost to rebuild your home, including the cost of structural improvements on the property. But don’t include land value. Our policies include an allowance for demolition and site clearance, as well as professional fees. You should also consider increased building costs to meet any relevant local council building requirements. If you are unsure of the replacement cost, a builder or architect may be able to assist you.

We recommend that you use a home building calculator to determine independently an appropriate sum insured for your needs, which you can then compare to the guide provided by us during your quote.

How much should I insure my contents for?

We aren’t able to provide you with advice on the replacement costs of your contents or how much to insure it for. Instead, we use the information you give us and data sourced from third parties to recommend an amount of cover you should have. You should use this recommendation as a guide.

Your contents sum insured should include items such as fixtures and fittings (e.g. carpet, blinds, curtains), furniture, electrical goods, and all personal items. Items of value that you want to list on your Certificate of Insurance – such as jewellery, media or artworks – should also be included in the overall sum insured.

We recommend that you use a contents calculator to determine independently an appropriate sum insured for your needs, which you can then compare to the guide provided by us during your quote.

My contents aren’t worth that much. What is the point in having insurance cover?

Another way of thinking about this is to consider the cost of replacing all of your items, rather than just their current value. In the event of a claim, and if you need to replace all your items, you may not have the money available to do so. This is why it’s recommended to have contents insurance.

Why do I need to list certain individual items on my policy?

Certain individual items such as valuables, collectibles and media have limits on how much they can be covered for. Details of this can be found in our Product Disclosure Statement. If you would like to be covered for the full replacement value of an item, let us know, and we’ll list it on your policy. You may need to provide proof of each item’s value at the time of a claim, so we recommend keeping receipts, valuations or proof of purchase.

What happens if I don’t list my valuables and they are stolen?

There are limits to how much some types of items can be covered for. If they’re not listed on your policy for the full value, they may be subject to the limits stated in our Product Disclosure Statement (PDS). Please check out the PDS for items that need to be listed, as well as the standard limits that apply.

If you need to make changes or list additional items under your policy, call us on 137 137. Our team will sort it out quick smart.

Why has my home and contents sum insured increased on my renewal documents?

Each year when your policy renews, we automatically increase the amount you are insured for to keep your cover in line with the rate of inflation. In addition to this adjustment, you may also want to consider the value of any new contents or improvements to your home. If you need to make changes or list additional items, call us on 137 137. Our team is on hand to help you out.

Can I get building insurance if my home is under strata title?

Normally, we can’t insure homes under strata title. They’re insured under a body corporate. There are a few instances where we can offer building insurance for strata title properties. We may also be able to offer contents insurance to cover any fittings and fixtures that aren’t covered as part of the strata insurance. If you are unsure, give us a buzz on 137 137. Our team will be happy to chat things through with you.

What is strata title?

Strata title is a title based on dividing the site into lots with separate titles. The most common application of strata title is for units, but it is also used for complexes with a number of duplexes and villas.

Optional Benefits

What is the Advanced Cover option, and what does it cover?

Advanced Cover is available on home and contents insurance policies. It provides cover for both Accidental Damage and motor burnout.

What does Accidental Damage cover?

Though we do our best to protect you from accidents, we know they’re still going to happen. Accidental Damage cover protects you in the event that you accidentally damage your home or contents.

For example, if you are moving furniture around the house and damage your wall, or if you spill a drink that damages your carpet, you could be protected under the Accidental Damage option. For full details of conditions and exclusions, check out our Product Disclosure Statement.

What does Motor Burnout cover?

Motor burnout covers you for damage caused by an electrical current that results in the burnout of a household electrical motor. Examples of items that have electric motors are ducted air conditioning, pool pumps and refrigerators. For full details of conditions and exclusions, check out our Product Disclosure Statement.

Excess

What’s an excess?

An excess is the amount you are required to pay towards a claim on your policy. When you take out a policy, we apply a standard excess. On most of our policies, you can select your excess from a range of options to increase or decrease your premium. A higher excess reduces your premium and costs you more at claim time. A lower excess increases your premium but lowers your costs at claim time. The choice is entirely yours based on what’s appropriate for you.

Why do I have to pay an excess?

An excess is payable for all claims made against your policy – unless we state otherwise in the Product Disclosure Statement (PDS). Excesses on insurance policies help keep premiums down by reducing the number of small claims made. The amount and type of excess you have to pay will be shown on your policy schedule. For full conditions and exclusions relevant to your policy, check out your policy schedule or PDS.

How do I find out my homeowners insurance excess?

You can find your nominated excess on your home and/or contents Certificate of Insurance. That document is sent to you by email when you first take out your policy or when your policy is renewed. If you can’t find your Certificate of Insurance, please call us on 137 137. Our team is here to help.

Can I change my excess?

You can increase your excess at any time during the policy period. You can only decrease your excess when renewing your policy or within the 21-day cooling-off period – provided you have not made a claim.

How does my excess impact the premium I pay?

An excess is the amount you contribute towards claims. This means if you’re willing to contribute more at the time of a claim – paying a higher excess – you will generally have a lower premium during the policy period.

If there’s damage to my home and contents, do I pay two excesses if I lodge a claim?

If your claim is a result of the same insured event and the damage sustained is due to the same insured event – e.g. damage to both your home and contents as a result of the same storm – then you will only need to pay one excess, whichever is the higher of the two.

Renters Insurance

About Renters Insurance

What is renters insurance, and why is it important?

Renters Insurance can cover the contents within a home, including all of your valuable belongings following an insured event. This includes protection of your contents from unpredictable weather and the impacts of cyclones, floods, storms and bushfires. Renters insurance also protects you against things like theft, damage and legal liability.

Coverage

What am I covered for?

Renters insurance covers your contents against loss or damage as a result of an insured event. For a full list of the insured events we cover, please refer to our Product Disclosure Statement.

Does Honey Insurance cover me for flooding?

We do. Our Product Disclosure Statement defines a flood as: The covering of normally dry land by water that has escaped or been released from the normal confines of any of the following:

  • a lake, river, creek or other natural watercourse (whether or not it has been altered or modified)
  • a reservoir, canal or dam.

What am I not covered for?

For a full list of exclusions under your policy, please refer to the Product Disclosure Statement.

Am I covered immediately?

You’re covered from the date you requested your cover to start. But if you don’t have existing insurance, we can’t cover you for fire or flood damage for 72 hours.

What is ‘new-for-old’ replacement?

We insure new-for-old replacement on your belongings. This means that your possessions will be replaced with brand new items should something happen to them.

How much should I insure my contents for?

We aren’t able to provide you with advice on the replacement costs of your contents or how much to insure it for. Instead, we use the information you give us and data sourced from third parties to recommend an amount of cover you should have. You should use this recommendation as a guide.

Your contents sum insured should include items such as fixtures and fittings (e.g. carpet, blinds, curtains), furniture, electrical goods, and all personal items. Items of value that you want to list on your Certificate of Insurance – such as jewellery, media or artworks – should also be included in the overall sum insured.

We recommend that you use a contents calculator to determine independently an appropriate sum insured for your needs, which you can then compare to the guide provided by us during your quote.

My contents aren’t worth that much. What is the point in having insurance cover?

Another way of thinking about this is to consider the cost of replacing all of your items, rather than just their current value. In the event of a claim, and if you need to replace all your items, you may not have the money available to do so. This is why it’s recommended to have contents insurance.

Why do I need to list certain individual items on my policy?

Certain individual items such as valuables, collectibles and media have limits on how much they can be covered for. Details of this can be found in our Product Disclosure Statement. If you would like to be covered for the full replacement value of an item, let us know, and we’ll list it on your policy. You may need to provide proof of each item’s value at the time of a claim, so we recommend keeping receipts, valuations or proof of purchase.

What happens if I don’t list my valuables and they are stolen?

There are limits to how much some types of items can be covered for. If they’re not listed on your policy for the full value, they may be subject to the limits stated in our Product Disclosure Statement (PDS). Please check out the PDS for items that need to be listed, as well as the standard limits that apply.

If you need to make changes or list additional items under your policy, call us on 137 137. Our team will sort it out quick smart.

Why has my sum insured increased on my renewal documents?

Each year when your policy renews, we automatically increase the amount you are insured for to keep your cover in line with the rate of inflation. In addition to this adjustment, you may also want to consider the value of any new contents or improvements to your home. If you need to make changes or list additional items, call us on 137 137. Our team is on hand to help you out.

What insurance should I get if I am a tenant?

We offer smart insurance for renters that’s as flexible as your living situation. Wherever you keep your stuff, we have you covered. Working from home, living with a flatmate, moving house, it’s all good. With our standard cover and extras, we can protect your precious things from things like storms, theft, and accidents – even when you take them out on the town.

Optional Benefits

What is the Advanced Cover option, and what does it cover?

Advanced Cover is available on contents insurance policies. It provides cover for both Accidental Damage and Motor Burnout.

What does Accidental Damage cover?

Though we do our best to protect you from accidents, we know they’re still going to happen. Accidental Damage cover protects you in the event that you accidentally damage your contents.

For example, if you are moving furniture around the house and damage your wall, or if you spill a drink that damages your carpet, you could be protected under the Accidental Damage option. For full details of conditions and exclusions, check out our Product Disclosure Statement.

What does Motor Burnout cover?

Motor burnout covers you for damage caused by an electrical current that results in the burnout of a household electrical motor. Examples of items that have electric motors are ducted air conditioning, pool pumps and refrigerators. For full details of conditions and exclusions, check out the Product Disclosure Statement.

Excess

What’s an excess?

An excess is the amount you are required to pay towards a claim on your policy. When you take out a policy, we apply a standard excess. On most of our policies, you can select your excess from a range of options to increase or decrease your premium. A higher excess reduces your premium and costs you more at claim time. A lower excess increases your premium but lowers your costs at claim time. The choice is entirely yours based on what’s appropriate for you.

Why do I have to pay an excess?

An excess is payable for all claims made against your policy – unless we state otherwise in the Product Disclosure Statement (PDS). Excesses on insurance policies help keep premiums down by reducing the number of small claims made. The amount and type of excess you have to pay will be shown on your policy schedule. For full conditions and exclusions relevant to your policy, check out your policy schedule or PDS.

How do I find out my excess?

You can find your nominated excess on your contents Certificate of Insurance. That document is sent to you when you take out your policy or when your policy is renewed. If you can’t find your Certificate of Insurance, please call us on 137 137. Our team is here to help.

Can I change my excess?

You can increase your excess at any time during the policy period. You can only decrease your excess when renewing your policy or within the 21-day cooling-off period – provided you have not made a claim.

How does my excess amount impact the premium I pay?

An excess is the amount you contribute towards claims. This means if you’re willing to contribute more at the time of a claim – paying a higher excess – you will generally have a lower premium during the policy period.

Smarter Home

About

Why does Honey provide smart home devices with their home insurance policies?

At Honey we believe that protecting your home starts before an accident even occurs.

Many at-home accidents such as water leaks, fires and break-ins can be avoided by using the latest smart home technology. Avoiding these accidents can save you money and the inconvenience of needing your home fixed and contents replaced because something went wrong.

Are the sensors made by Honey?

Your smart home system has been developed by our (really) smart friends at Notion. Notion is a leading technology partner for smart property monitoring, supporting proactive maintenance, and providing value-add smart technology for their customers. Powered by multifunctional sensors and an app, the Notion System delivers notifications to a property owner — empowering proactive self-monitoring to help de-risk a property.

We’ve vetted them, and we’re not the first. But we are the first in Australia to tap into this leading partner for smart property monitoring.

Is smart home sensor data used in the processing of claims?

No smart home sensor data is used in the processing of claims. The sensors are there to help alert you to potential mishaps before they escalate. That’s the beauty of the sensors,  they’re able to let you know about door openings, water leaks, and smoke alarms, to help de-risk your home in order for you to claim less. They’re there for your safety, savings and peace of mind.

Are these sensors child and pet safe?

We’re glad you asked. Like any piece of technology the size of your palm, it’s important to secure the sensors out of reach of children and pets. On the other hand, the Notion Sensors will be able to give you peace of mind that your children and pets are safer when installed in spaces where they play or sleep.

Are my Notion Sensors tracking me and are Honey listening to my conversations?

Your sensors are smart, but they’re not that smart. Nor would we want them to be. Your smart sensors are triggered by a rise or fall in your temperature thresholds, water leaks, and doors opening or closing. Honey only looks at whether your sensors are active or inactive so you can have peace of mind, and make the most of your smart home insurance discount.

Notion also implements world-class security on their devices. This includes:

  • End-to-end encryption for over-the-wire transmissions
  • AES 256-bit encryption for all data transfers between the bridge and sensors (that's the same level of security as a bank vault)
  • OAuth 2.0 for client authentication (the same level of authentication that Facebook and Twitter use)
  • Third-party security and penetration testing to validate systems are well-protected from attack.

Can I get sensors with my contents insurance?

Right now, sensors are only eligible for those who take out a Home & Contents or Home policy. We'll be sure to let you know if we extend the addition of sensors to contents and landlord policies.

Will Honey offer other smart home devices?

At Honey, we’re obsessed with improving our offering and bringing you the next generation of home cover and smart safety measures. Rest assured, if we identify anything new we’ll let you know.

If I have existing smart home devices such as a smart home speaker, smart doorbell or smart camera, can these be added to increase my discount?

We like your thinking! However, at this time our discount only applies to our Notion Smart Home Sensors with the Honey Home & Contents or Home-only Insurance. We carefully selected these sensors as they can alert you to avoidable mishaps like fire, water damage and theft.

Can I buy additional Notion sensors?

Your Notion Sensor Starter Kit ships with sufficient units for the average Australian house. This includes:

  • A bridge to connect to your Wi-Fi network
  • 3 multi-purpose sensors which detect water leaks, opening doors or windows, and temperature changes
  • 1 magnet accessory. The magnet is only needed for the use of sliding doors or windows. But don’t worry, the Notion app will notify you if you need the magnet for installation.

Interested in additional sensors for your home? We are working on securing an easy way for you to expand your coverage and will let you know when that is available.

If the Notion app alerts me to a potential issue from a sensor, what can Honey do to help me?

Honey’s got your back, especially when your Notion Sensors are alerting you on potential issues. 

We’re available 24/7/365, however, if you’re in an emergency and your home is damaged or under threat of damage, call the SES first on 132 500.

For more details, check out our Claims page.

Where can I find out more information on the Notion Sensors?

In the package your sensors arrive in, you’ll find the Notion Quick Start Guide which will answer all your initial set-up questions. You can also find all the information you need on set-up, mounting and usage on the Notion Installation Guide.

Policy Discount

If I haven't received my sensors, am I still eligible for my Honey discount?

Sit tight, if your policy includes smart sensors you will receive a tracking number so that you’ll know when they should arrive. If you don’t receive your sensors according to the tracking, please contact Honey, by calling 137 137 or emailing contact@honeyinsurance.com, and we’ll make sure we allow the extra time you need to get set up.

How does the smart discount work?

Once received, simply keep your sensors activated to keep the discount, year after year. If you don’t activate your sensors within 14 days, you may become ineligible for your Honey discount. But don’t worry, Honey will keep you in the loop regarding if and when your sensors are active, and at what date you’ll become ineligible if your sensors remain inactive.

What happens if I don’t keep my smart home devices activated?

If we notice that your sensors are turned off or inactive, we’ll get in touch to see if there’s anything we can do to help get them going again. If you choose not to activate your sensors, that’s all good, your policy remains in effect. However, if the smart home sensor kit is detected to be offline for more than 14 days in any given month you will lose your discount and will be required to repay the discounted premium related to that entire month.

How long do I have to install the sensors?

Once received, simply keep sensors activated within 14 days to keep the discount, year after year.

Now you may be wondering what happens if things don't go to plan so we put together three scenarios, to help you understand a little better how to keep your discount by installing your sensors.

Sensors arrived on time
After receiving her quote, Sarah signed up for Honey Home & Contents Insurance. 7 days after she received her policy confirmation, her Notion sensors arrived. Without hesitation, and wanting to keep her discount, Sarah was able to quickly install her system with the help of the Notion App well within the 14 day allowance. Now she knows that her home is more protected, and she keeps her policy discount.

Your sensor shipment is delayed
Shyla bought Home & Contents insurance with Honey. After 7 days her Notion sensors still hadn't arrived and she became worried, as she was running out of time to install the sensors and keep her discount. Luckily Honey provides 14 days to install the sensors from when they arrive at your home. Shyla contacted Honey to let them know she hadn’t received her sensors according to the tracking, and Honey allowed her the extra time she needed to get set up.

You didn’t install the sensors in time
Diego was excited to receive his Notion sensors with his Home & Contents policy. He received his sensors on time but had so much going on that he kept putting the sensor installation at the bottom of his to-do list. Despite multiple reminders from Honey, Diego didn’t get around to installing his sensors within 14 days, and lost his discount for that month and had to pay back the amount. The next month, Diego successfully installed his sensors, and Honey was able to reinstate the discount on his premium.

You installed the sensors but then they went offline
Laurel successfully installed her sensors after 7 days. The next day she happened to get new a Wi-Fi router, so the bridge disconnected from the sensors. Her sensors went offline, and after 2 days Laurel was alerted by the Notion app and received offline emails from Honey. Laurel didn't reactivate her sensors or contact Honey for help until 3 weeks later. Laurel's discount didn't apply for that month because the sensors were not online for at least 14 days. After she reactivated the sensors and connected her new Wi-Fi, she didn't have any more trouble with them going offline, and they stayed online for the entire next month. From that month forward she continued to keep her discount.

My smart home sensor kit doesn’t work?

If your kit is defective please reach out to us so that we can identify and work with you to resolve any issues. You need to notify us within 7 business days of any problems with your sensors, by calling137 137 or emailing contact@honeyinsurance.com. Rest assured we’ll make sure we allow the extra time you need to get set up where there is a problem that has been identified.

When do you start measuring my sensors?

We start measuring in the month after you receive your sensors, which is why we request their successful set-up within 14 days.

Installation and Operation

How do I set up my smart home monitoring system?

It’s quick and easy to set up and activate your sensors. Trust us, by far the easiest way to get set up is through the app.

You’ll also receive prompts from Honey via email.

If you identify that the smart home sensor kit is defective, you must notify Honey within 7 business days. If you still need help, call Honey on 137 137 or email Honey at support@honeyinsurance.com.

Do the Notion Sensors need internet connectivity?

Yes, your Notion Sensors require an internet connection through Wi-Fi. This is how the sensors are able to send you alerts to the Notion smartphone app.

Does the smart home kit need electricity?

You will need a power outlet to charge your bridge. The bridge is responsible for connecting your Wi-Fi to your Notion Sensors, and to your Notion App, so it’s imperative to power it to stay active and online. If you incur a major power outage, do let us know so that we can take that into consideration.

How do the sensors charge?

The sensors run off AAA batteries which are included when you receive them and will last approximately 1 year. When you need to replace them, we recommend Alkaline batteries as they will last longer. If it’s your first time using a Notion Sensor, try moving the bridge around in your home to a central location to help ensure all of your sensors can connect.

How do I set up my Notion system?

First thing’s first: go here for iPhone, or here for Android, to download the mobile app to your smartphone. Create your account and follow the instructions in the Notion App to set up your system.

When should I remove the adhesive tabs on the sensors?

Choose carefully. It’s important to note that you don’t remove the adhesive tab to secure the sensors down until the app tells you to. They are designed to secure firmly for ultimate reliability, and removing them takes a bit of extra time and care. This also means if you plan to move them around regularly, think twice before removing the adhesive tab and sticking them down.

Do I need to turn my Location Service on to use Notion?

For Android: Yes, the Notion app needs access to Location Services and Location Permissions to configure the Notion Bridge, but it only needs this access once during your initial setup.  

During set-up you will see a screen, prompting you to Turn on Location Services and Enable Location Permissions. Both requirements must be enabled before you can continue. Your location data will not be stored, until you enable Auto Home/Away mode.

For iOS: No, the Notion app does not require Location Permissions to configure the bridge. Notion will only store location and prompt for the correct location permissions if you choose to enable Auto Home/Away mode.

Why is my Wi-Fi network not supported by the Notion Android app?

According to Notion, if your wireless router is an older model or if it has more settings, it's possible that it is set up to run on an old and outdated security setting known as WEP. If your router is set up for WEP security, simply go into your router's settings and find the drop-down list of security options. Choose WPA2 and save your settings. WPA will work, however, WPA2 is more secure. 

If you have an older router that doesn't allow for WPA2 security, you may need to upgrade to a unit that does support WPA2 to use your Notion system.  

Notion suggests these steps and technical specifications to support your Wi-Fi network:

  • Check your phone settings and turn location services on.
  • Confirm that your WiFi router has a 2.4 GHz band for the bridge to connect. 
  • Most modern routers have a dual-band setting that broadcasts both a 2.4 GHz and a 5.0 GHz band, and the Notion bridge is only compatible with the 2.4 GHz band. 
  • You may need to access your WiFi router settings to activate the 2.4 GHz band.

Where is the best place to install the bridge?

We recommend plugging in your bridge in a central location in your home or property and free from obstructions like an entertainment center, a couch, or walls.

What is the bridge range?

A single bridge can provide coverage for most single-family homes. Gen3 Notion Sensors have a range of 460 square metres (that’s roughly a large 3-storey house), however, the average home has many different sources of interference including construction and other wireless signals, so it’s best to be aware of that when placing your sensors.

In some cases, extremely large homes may present the need for an additional bridge. If after trying a few different bridge locations you can’t get things working, remember we are here to help so please contact us and we’ll work with you to get your sensors up and running.

What is the magnet accessory used for?

This is why you need the magnet accessory. Adding a sliding door or window accessory is the change that your Notion Sensor needs to detect when your sliding door or window is open or closed.

However, the accessory by itself will not alert you to any movement. It can only work in tandem with a sensor.

How do I install the magnet as an accessory?

Quick set-up

Note: You will only be able to add the magnet when you add a new sensor task from scratch, or your sensor is already set on a sliding door or sliding window.

  • Your magnet needs to be within 3 inches (7cm) but no closer than 1 inch (2.5cm) from the sensor when the door/ window is closed.
  • Your magnet and sensor need to be of level height, with the magnet perpendicular to the direction the sensor will move. 
  • Ensure you measure the correct positioning prior to securing your sensor and magnet on your window or door.

Further information

If you are installing the magnet as an accessory with a new sensor, simply follow the standard installation process for any other Notion Sensor. When you choose a sliding door or window task during installation, the mobile app will ask if you have an accessory. If you choose yes, the app will direct you on how to install the accessory and calibrate the sensor accordingly. 

If you already have a sliding door or window sensor installed and you would like to add a magnet as an accessory, go to the mobile app to get set up.

  • From the home page, click the sliding motion task where you would like to install the accessory.

  • Scroll to the bottom and click ‘Add Accessory’.

  • Then follow the in-app prompts to install the accessory and re-calibrate your sensor.

    Your sensor will now tell you when your sliding window or door is opened or closed, not just when it moves.

Where should I place the magnet?

The magnet needs to be placed carefully to get the most reliable alerts. You can do this by:

  • Making sure both the sensor and the accessory are level with each other. If the sensor is on a window and the accessory is elevated on the window frame, that may affect the accuracy.
  • Make sure that the accessory is perpendicular to the direction the sensor is going to move.
    e.g. If your window moves up and down, the accessory should be horizontal. If your window moves left and right, the accessory should be vertical.
  • When the door or window is closed, make sure that the accessory and the sensor are close together, but not touching. They should be at least 2 centimetres apart, but no more than 7 centimetres apart.
  • Make sure that both the accessory and the sensor are installed so that the logos on both pieces face the same direction. For example, if you can read the "Notion" logo on the sensor, then you should be able to see the "N" on the accessory from the same spot.

I've set up my sensors! Now, how do I test them?

Nice one! Testing Notion Sensors is even easier than setting them up! Below, we’ve included each task and how to properly test it:

Testing Your Door and Window Sensors

Once a sensor is installed on a door to detect the door opening and closing, testing the sensor simply means opening and closing the door. If you have not adjusted your notification preferences then you will get an alert any time the door opens.

Testing Your Leak Detector Sensors

To test your leak sensors, introduce a little water around the base of the sensor. The sensor will only detect the leak if water bridges the gap between the small brass pins on the bottom of the sensor. The sensor should send a notification almost immediately.

Testing Your Smoke Alarm Sensors

Considering your local fire department recommends testing your smoke alarms on a regular basis, it is worth testing your smoke alarms alongside your Notion Sensor smoke alarm. With the sensor installed, press the test button on your smoke alarm for at least 30 seconds. Your sensor will detect the alarm within the 30 second window and will send a notification right away.

Testing Your Temperature Sensors

The sensor will begin reporting temperature as soon as it is set up. To test this function, simply check the home screen of your Notion app to make sure the sensor is reporting a temperature.

How do I replace the Sensor Battery?

To replace your Sensor battery, follow these steps.

  1. Twist the sensor body counter-clockwise to remove it from the gray baseplate
  2. Remove the old batteries from the sensor
  3. Install new batteries in the sensor, following the guide in the compartment to ensure they are facing the correct direction
  4. Line up the arrow on the baseplate with the arrow on the sensor body, push the two halves together, and twist clockwise - all the way until you feel a click.

Notion recommends standard Alkaline AAA batteries for Gen 3 Sensors. Following your battery replacement, make sure your Sensors are on and test that they’re connected to the Bridge and reporting events correctly. 


CAUTION
: There is a risk of explosion if the battery is replaced by an incorrect type. Please think of the environment and dispose of used batteries by recycling wherever possible according to local disposal regulations

What is If This Then That (IFTTT) and how does it work with Notion?

If This Then That (IFTTT) helps your apps and your smart home devices and services, like Notion, talk to each other. 

Through IFTTT’s mini-apps called “applets” you can trigger events your Notion app can't do on its own. For example, with IFTTT you can: 

  • Automatically send yourself a text message when Notion detects a Smoke or CO alarm.
  • Automatically add Notion temperature data to a Google Sheet.
  • Expand your Notion notifications with a phone call
  • If you have an app like SmartThings Switch, it will be triggered when Notion detects a door opening.

For more information on how to connect Notion with your other smart home devices, head to the IFTTT website.

Troubleshooting

My sensor LED light won’t turn on

The sensor will have a green, plastic battery tab that prevents the batteries from powering the sensor. Make sure that it is fully removed before setting up your sensor.

  1. The sensor will flash green once shortly after you pull the battery tab, but it will not flash after that to conserve the battery. 
  2. If you’re still having trouble, try cycling the batteries.
  3. Twist the white body of the sensor counter-clockwise to separate it from the gray baseplate.
  4. Remove the batteries and reinstall them
  5. When the batteries are reinstalled, look for the sensor LED light to flash.

My sensor won’t calibrate

After you've scanned your sensor and chosen your preferred location and tasks, the sensor will need to calibrate. If the sensor is not calibrated then you might miss out on important notifications about your home. 

Try these steps to help your sensor calibrate correctly:

  1. Make sure the sensor was not mistakenly added to your account. Click the System icon in the app and navigate to the Sensors tab. Check to see if the sensor is listed there. If it is, click it, scroll to the bottom and tap "delete sensor" and try the sensor installation process again.
  2. Make sure the sensor is turned on during calibration. Try the steps above to turn on your sensor and make sure you see a green LED.
  3. Move your bridge closer to the sensor and try calibrating again. You can move your bridge back after the sensor is calibrated.
  4. Make sure your sensor is not blocked by anything that might cause interference during installation. This could include physical obstructions as well as other electronic devices that emit radio signals.

Why aren’t I getting alerts from my sensor, even though my magnet is installed?

Most issues with the syncing of the magnet will be the result of the location of the magnet relative to the sensor.

If you are not getting alerts from your sliding window or door sensor with an accessory, then the accessory is too far from the sensor when the door or window is closed. Move the accessory closer to the sensor and re-sync the task. 

If your task gets stuck reporting that your sliding door or window is stuck open, then the accessory is too close to the sensor when the door or window is closed. Move the accessory to about an inch away from the sensor when the door or window is closed, then re-sync the task.

Why can’t the Notion app configure my bridge?

Notion identifies that there are a few different issues that can cause errors in the bridge setup process. However, the troubleshooting remains similar:

  • Make sure that you are entering the correct WiFi password for your network
  • Connect your phone to a 2.4 GHz WiFi network. If you have a dual-band WiFi router, you may need to "forget" the 5.0 GHz band


For iPhone:

  • Go to the WiFi settings of your phone
  • Turn off the setting that says "Ask to Join Networks"
  • At the bottom of the list of available WiFi networks, find your Notion bridge under "Set Up New Device". Click on it and follow the prompts
  • At the end, go back to the Notion app and follow through with the bridge set up process there to add the bridge to your system in the app

My bridge is still not found. What now?

  1. Your bridge should be green, slowly fading in and out. If it is a different colour or pattern, then reset the bridge.

  2. Did you plug your bridge in within the last 30 minutes? A bridge is only searchable within 30 minutes of being plugged in. If it's been over a half-hour since you plugged in the bridge, please unplug it and replug it back in before trying again. 

  3. How close is your bridge to your router? During the initial pairing, it may help to move the bridge to a room closer to your router. 

  4. Are location services turned on for the mobile device you're using? Please visit your phone settings and ensure the location is turned on for the Notion app.

Why is my sensor disconnecting from the bridge?

If it’s your first time activating the sensors, try moving the bridge around in your home to make sure that it is close enough to the sensor. 

If the system has been up and running for a while, check the battery level in the sensor and also make sure it hasn't been obstructed by anything that could affect the wireless signal between the sensor and the bridge.

My bridge is disconnected. How do I pair my bridge with new Wi-Fi?

You will need to reset your bridge by deleting it from your system and reinstalling it.

Leaving your bridge plugged in, press the small reset button next to the light for 10 seconds. Next, in the Notion app click on "System” > “Bridges” > “Bridge Details” > “Delete Bridge”. 

Then, click on “Add Bridge" to reinstall with your new Wi-Fi network.

Sensor Support

I have a question about my sensors that I can't find here

For any other questions not answered here, head over to Notion’s top FAQs, support center, or contact Honey to speak to our customer support team.