Frequently asked questions
Jump to FAQs for: Getting started | Installation and setup | System performance and reliability | Monitoring and alerts
Mobile app | Data security and privacy | Additional support
Getting started
- What should I expect?
The program is designed to provide you with the equipment necessary to monitor your building remotely, including different types of sensors and a communications gateway. You will also have access to download the mobile app, Meshify Protect™, which allows you to manage your account from your smartphone.
- How might my building/business benefit from this program?
Sensors act as a “virtual watchdog” when you’re not on-site and send an alert when there are signs of a pending problem so that you may address any issues. For example, if a sensor detects a dangerously low room temperature or the presence of water, quick notification may allow you time to act and prevent damage or minimize its impact.
- How do I know what equipment to order?
The sensor kits are predetermined and depend on the size and needs of your business. Our team will enroll your building in the sensor program that best aligns to your needs.
- What happens after I sign up?
You will receive emails with your order confirmation and tracking information for the sensors. Additionally, if professional installation assistance is required you will also be notified to set up a preferred onsite install date and time.
- How much does the program cost?
The cost of the sensors and monitoring is free of charge for eligible Hanover Insurance policyholders.
- What kind of equipment will I receive?
As part of this program, you may receive the following types of sensors: temperature/humidity, pipe and water. These sensors will monitor conditions such as low room temperatures, moisture in the air or the presence of water. Depending on the program that best aligns to the size and needs of your building, there may also be a gateway that communicates with the sensors and a sensor support team.
Installation and setup
- Where should I place the sensors? Do I have to hire someone to install them?
The best way to get guidance on activation and placement is the free downloadable Meshify Protect™ app. There’s no need to hire an electrician or plumber. If at any point you have difficulty with activation, you can contact the sensor support team.
- What is the activation process?
You will need to create your account and activate the equipment. Both steps are necessary to receive accurate alerts. Using the mobile app, Meshify Protect™, is the quickest way to get started.
- How long does it take to activate the equipment?
The amount of time needed to activate depends on the number of sensors contained in your kit. The gateway should take about five minutes to activate. The sensors should take a couple of minutes each and can be placed once they are connected.
- How big are the sensors?
The size of the sensors will vary. The temperature, refrigeration and pipe sensors are approximately 3 x 2.125 x 1.25 inches. The round water sensor is approximately three inches in diameter and one inch high. The combination water and temperature sensor is approximately 2.25 inches square and less than one inch high.
System performance and reliability
- How is this different from other systems?
Sensor Solutions by HSB™ has several features not usually found in off-the-shelf systems.
- It uses the cellular network, not Wi-Fi so it's more secure and doesn’t require use of your internet service.
- If power goes out, the sensors will run on battery power and continue to transmit information. Systems that rely on Wi-Fi will not continue to transmit information if power is interrupted.
- The system comes with monitored support 24/7/365 with alerts being sent via text and email. If severe, a phone call is triggered. Many off-the-shelf systems rely on an audible alarm that may not be heard if no one is in the area.
- It uses the cellular network, not Wi-Fi so it's more secure and doesn’t require use of your internet service.
- What if the power goes out?
The sensors are battery powered. The gateway’s primary power source is a standard power supply. In the event of a power failure, the gateway has a four-hour backup. If there is an outage, you will receive an alert letting you know that the gateway is using backup. You will also receive an alert when power is restored to the gateway.
- How long will the sensor's batteries last? Will I be responsible for changing them? How do I know if a sensor's battery is low?
The batteries in the temperature sensor are standard AA batteries. The battery in the round water sensor is not user replaceable but can last up to eight years. The battery in the combination water and temperature sensor is a CR123, found in most hardware stores. If they fail, you will have to change them. You can check the battery levels of your sensors through the mobile app.
- If my location is an apartment, condo, hotel or motel, will I receive sensors for every unit?
No, the sensors are used in common areas only.
Monitoring and alerts
- Do I have to monitor the sensors?
No. The monitoring service is automatic. If the sensors detect an alert condition, an alert is sent immediately.
- Do I have to set the conditions that trigger an alert?
The alert rules are pre-configured by HSB’s engineers, so you don’t need to worry about choosing what temperatures or conditions will trigger an alert. When you activate the sensors, add the sensor placement notes in the app and HSB can handle the rest.
- What happens if an alert comes from my building?
When an alert is triggered at your building, a notification, text or email is sent to the contacts you designate in the app. If conditions are severe (e.g., water is detected or temperatures are dangerously low), and no one responds to the alert notification, an automated phone call will be made to the primary contact. If no contact is made, the sensor support team will also call you.
- Who gets the alerts and phone calls?
The alerts are sent to everyone on your designated contact list. Phone calls, used for urgent alerts, are made when no one responds to the app notification, SMS text or email. The automated phone call is first made to the primary contact. If the primary contact does not answer, messages will be left and the sensor support team may also call you and your designated contacts.
- What kind of alerts will I receive?
You may receive alerts for a variety of reasons.
Warning alerts will be sent via SMS text and/or email. These alerts indicate there may be an issue that needs attention and may include:
- Low temperature: the sensors detect a drop in indoor temperature
- Mold risk: the conditions at your location are conducive to the formation of mold
Urgent alerts are more severe and will be sent via app notification, SMS text and email followed by an automated phone call to the primary contact if no one responds to the initial notification. These alerts require immediate attention.
- Low temperature: the sensors have detected a significant and sustained drop in indoor temperature
- Water: the presence of water has been detected
You may also receive informational alerts about the equipment:
- Gateway power outage: the gateway is now using battery power
- Gateway power return: gateway power has been restored
- Gateway offline: the gateway is not communicating
- Low battery: the sensor battery is running low
- Sensor offline: the sensor is not communicating
- Low temperature: the sensors detect a drop in indoor temperature
Mobile app
- Can you tell me more about the mobile app?
The Meshify Protect™ app allows you to activate your sensors and manage your account from your smartphone. The app is available to download for free. On your smartphone, go to your app store and download the Meshify Protect app.
- Do I need the app to receive alerts?
No, alerts are sent via text and email. You may receive a phone call depending on the severity of the alert.
Data security and privacy
- What kind of data is collected?
Only location-based data is collected by the sensors and other equipment (for example, the temperature and humidity where the sensors are installed) and does not include data that can identify you.
- How is that data transmitted? Is it encrypted?
The data is encrypted and transmitted via an independent LoRaWAN cellular network independent from your Wi-Fi network. Meshify maintains SOC 2 Type II certification. For more information on data privacy, please read HSB's privacy policy.
Additional support
- Who do I contact if I have more questions?
Hanover IoT sensor program support
Contact for:
- Eligibility inquiries
- Enrollment questions
- Installation status updates
- Requesting additional or replacement equipment
- Enrolling additional locations
HSB sensor support team
Contact for:
- Assistance with installation and managing contacts
- Troubleshooting hardware and software
- High-value save follow-ups
- Equipment returns and technical support
sensorsupport@hsb.com and (844) 468-1886
HSB Pro Install scheduling team
Contact to:
- Schedule professional installations or reschedule existing appointments
Pro_Installation_Scheduling@hsb.com and (844) 468-1886
Meshify resource page
Contact for:
- Insured self-service installation resources
- Equipment specifications and technical information
https://meshify.com/resources/
Explore the water, moisture and sensor program
See how customers have benefited from the Hanover i-on Sensor Program.