Frequently Asked Questions
What services does LifeFone offer?
I live in a rural area. Can you still provide medical alert service?
Yes. The type of system that you use will depend on your telephone service. If you have a telephone landline, you can use our At-Home Landline service. Our cellular systems, including those with GPS, work with AT&T’s cellular network using LifeFone’s cell service, not yours. To check the AT&T cellular coverage in your area, just call us 1-800-882-2280, or visit https://www.att.com/maps/wireless-coverage.html.
In remote places where AT&T cellular coverage isn’t available, consider LifeFone’s smartphone apps, which works on any Android or iPhone. To learn more about LifeFone’s smartphone apps, including pricing, visit our apps page.
Do I need a cell phone to use your at-home cellular system?
No. LifeFone’s At-Home Cellular System works with LifeFone’s cell phone service, not yours. It works using AT&T's cellular network. To learn more about AT&T coverage in your area, use the AT&T Coverage Viewer. You can also call us at 1-800-882-2280.
Do you offer automatic fall detection?
Automatic fall detection is an optional feature available with all of our systems except the At-Home & On-the-Go, VIP
Why do you need to know my landline provider?
Our At-Home Landline system is compatible with most, but not all telephone landline services. We ask you for the name of your landline service provider to ensure that it is compatible. If your landline phone service provider is not compatible, then we will suggest our At-Home Cellular system to you, which works using LifeFone’s cellular service, not yours.
Why do you ask me for my zip code?
LifeFone’s cellular systems use AT&T cellular network (using LifeFone’s cellular service, not yours). We ask for your zip code to determine the AT&T coverage strength in your area.
Why should I choose LifeFone?
LifeFone offers our customers four (4) key advantages:
We put your safety first, starting with the equipment we provide to you. Many systems we see advertised today don’t pass LifeFone’s internal quality reviews. We offer you the same level of safety and equipment coverage that we would want for our own loved ones. For example, out At-Home & On-the-Go GPS system comes with both a mobile unit and a base unit for the same price as others charge for just the mobile unit. This way, you have better range and protection in your home. And if there’s a second person in the home, you can both be protected at no additional cost.
Customer friendly policies. LifeFone’s policies are designed to give you financial peace of mind.
- No Activation Fees
- No Equipment Fees
- 30-day Money Back Guarantee
- Lifetime Customer Price Guarantee
- Spouses Protected For Free With Basic Service.
Just $5-10 More Per Month To Add Automatic Fall Detection.
- Cancel At Any Time & Pay Only For The Time You’ve Used
Caring customer service. Our customers describe us as the company that cares, and we do! LifeFone is a family-owned business, so for us, service is personal. We don’t have to answer to shareholders; we answer to you. To learn more about LifeFone customer reviews, including those reported by independent, third-party websites, visit our reviews recognition page.
Reputation. LifeFone has been in business since 1976 and has earned an A+ rating with the Better Business Bureau. We’ve also been recognized by: the National Stroke Association, Harvard Health Publications, Web MD, A Place for Mom, and more. To learn more, visit our reviews recognition page.
What are the hours when LifeFone is available?
LifeFone’s US-based monitoring centers are open 24/7, 365 days/year. Customer service and Sales support is available from 8 a.m. to 10 p.m. ET, seven days/week, including holidays.
Where is LifeFone’s call center?
Our main call center is in our own building in White Plains, New York. We have back-up call centers in Syracuse, NY, Ogden, UT, and Union NJ.
Do you own your call center?
LifeFone provides customer service and owns our own call center in White Plains, NY. We also have back-up facilities located in Syracuse, NY, Ogden, UT, and Union NJ. We do not own the back-up facilities; we work very closely with them to ensure that they adhere to all of LifeFone’s policies and service levels. To ensure that they are always ready to provide service in the event of an emergency.
I don’t answer calls from unknown numbers. How will I know if it’s LifeFone calling?
Our direct calls to you will come from one of three possible area codes: 315 (Syracuse, NY), 801 (Ogden, UT), 908 (Union, NJ) or 914 (White Plains, NY), 800-940-0262, 877-206-9141 or 877-330-3605. If you have caller ID, you will see the words “Response Center”.
How long has LifeFone been in business?
LifeFone has been in business since 1976, and is rated A+ by the Better Business Bureau.
What is LifeFone’s Return Policy?
You may cancel your service by calling LifeFone at 1-800-940-0262 and letting our Customer Care Agent know you are cancelling your service. Returning the equipment is at your expense. Service will be cancelled effective the day the system is received at our location. You may receive a prorated refund, based on the non-discounted monthly rate, after we receive your complete system. Any purchased accessories are not returnable for refund.
What if I subscribe to LifeFone and I need to cancel my service?
All of our systems come with a 30-day risk-free trial. Return the equipment to us within 30 days at your expense, and we will give you a full refund, less any shipping costs you may have paid when you signed up. After your first 30 days, you can still cancel at any time for any reason and get a refund of any unused, prepaid service once you return the equipment; please note, returning the equipment is at your expense. If your needs should change over time, there is no fee to switch to a new service. Your billing plan will be adjusted to match the rate of the new service you choose.
When does the 30-day money-back guarantee begin?
Your 30-day money-back guarantee starts three business days after your system is shipped.
Is there a contract?
You make NO time commitment when you subscribe to LifeFone’s personal emergency response service, but we do ask you to sign a service agreement that clearly states the terms of service that we provide to you, and your responsibility to pay for the service you receive, to provide us with your emergency contacts, etc. We ask you to sign that agreement as a responsible business practice.
You can cancel at any time for any reason. Just notify LifeFone by phone, email, or physical mail that you intend to cancel. LifeFone will stop billing you once we receive the equipment provided to you minus return shipping, and we will pro-rate a refund to you of any amount you have pre-paid.
Do you charge equipment, activation or cancellation fees?
No. You pay only for your monitoring service. There are no additional fees and no minimum time commitments. And as your needs change over time, there are no switching or restocking fees if you change to a new system or add or subtract a feature such as automatic fall detection. You simply pay the new rate for the service you now have. LifeFone’s uniquely customer friendly policies are an important reason why people choose our services.
Does LifeFone have a referral program?
Yes! For every new customer you refer to us, you will get a free month of service, and so will the person you referred. There is no limit to the number of friends and family – and free months of service – you can receive! Just call us at 1-800-331-9198, and tell us whom else you’d like to refer.
How do I call for help?
Press your neck pendant, wrist button, the emergency button on your base station or your mobile device emergency button, and wait for a LifeFone customer care representative to answer and ask you what type of assistance you need.
Who does LifeFone call if I have an emergency?
When you subscribe to LifeFone service, we ask you to complete our Emergency Care Instructions form, which provides us with the names, and phone numbers for your emergency contacts, including any friends or family members, your doctor, neighbors, or the front desk in your building. You can also list any medical conditions, allergies and medications so that we can relay this information to emergency responders.
When we receive an alarm signal from you in our monitoring center, our first question to you is whether or not you have a medical emergency. Our second question to you is how you would like us to assist you. Many times, a customer does not need an ambulance. For example, a customer may need a simple lift assist and ask that we call a family member, friend or neighbor to come over and help. We call an ambulance under the following circumstances:
- If you ask us to call an ambulance.
- If we can’t make voice contact with you, but we have received a signal from you (or your fall detector) indicating that you need assistance (in an emergency, some people aren’t able to speak), and
- If our customer care representatives sense that something is wrong even if the caller thinks that she or he is ok. An example of this can be a caller showing signs of a stroke. When in doubt, we will always err on the side of caution, because our mission is to save lives.
Can I request that you call a caregiver before dispatching emergency medical services (EMS) in an emergency?
LifeFone allows you to customize your Emergency Care Instructions. If you instruct us to contact a caregiver before dispatching EMS, we will do so. It’s a useful approach if a caregiver is close enough to arrive before emergency responders and the customer has a history of false alarms. If we can’t reach your emergency contact(s) and either we can’t communicate with you or we have reason to believe that you need urgent medical attention, we will always err on the side of saving your life. In such a case, we will dispatch EMS services to your location.
Does LifeFone offer text or email alerts to my loved ones during an emergency?
Yes. Text or email alerts are available with all of LifeFone’s cellular systems. These include LifeFone’s At Home Cellular System, LifeFone’s At-Home & On-the-Go System, and LifeFone’s At Home and On-the-Go Voice in Pendant System.
At Home and On-the-Go Voice in Pendant System
What happens if I push the button and I’m not able to communicate?
If we can’t hear you, we will first try to call the home telephone line. If we can’t reach you on the home phone, we will follow your Emergency Care Instructions, assuming that you are having an emergency and dispatch the assistance you need. We normally call emergency medical services and then notify your personal contacts listed in your Emergency Care Instructions according, but we can also call your family/friends depending on the instructions you provide (see below).
How do I set up the list of contacts that the call center should call to notify in the case of an emergency event?
Your Emergency Care Instructions form comes with your system. You can either mail or fax your emergency care instructions to us or provide them to us securely online on our emergency care instructions page.
How often can I update my Emergency Care Instructions?
You can update your emergency care instructions as often as needed, and we encourage you to keep your instructions up to-date in one of the following ways:
LifeFone Profile Updates
16 Yellowstone Avenue
White Plains, NY 10607-1324
Is LifeFone’s service only for medical emergencies?
No! LifeFone provides you with 24-hour protection for ANY emergency! At the push of a button, we’re here to contact the help you need whether you have a medical emergency, a fire, or a home intruder. If you need assistance but not medical aid, LifeFone will contact a friend, neighbor or a family member you have designated to help you.
What if I accidentally press my help button?
Don’t worry. We ask that you stay on the line, and when the representative comes onto the line, simply tell him or her that you accidentally pressed the button. We’ll consider that accidental alarm to be a test call. Rest assured that LifeFone does not charge for false alarms.
Is there a charge when I call or press my button for help?
No. LifeFone does not charge a fee based on the number of times you press the button. Also, the base station dials LifeFone using a toll-free number, so you will not be charged for the call. Check with your local ambulance service to determine any possible charges for their service.
How do responders enter my home in an emergency?
When you subscribe to LifeFone’s personal emergency response service, we ask for instructions on how emergency responders can enter your home as part of your Emergency Care Instructions. Let us know if you have a hidden key, or if there is a code, a building manager or a doorman to enable emergency responders to enter your building.
To avoid having emergency responders break down your door, you can purchase a lock box and provide the four-digit code to us. We will pass the code to the emergency responders for quick access to your home. For more information about lock boxes, including pricing, visit our accessories page.
Can I take my device with me when I go on vacation?
Yes. LifeFone’s systems can easily move from one location to another, whether you relocate for a week or a season. A simple call to our emergency response center is all it takes to reactivate your system in your new location. Keep in mind that if you have at-home landline service, your vacation destination will need a telephone landline to connect the system. Call us 24/7 at 1-877-330-3658 if you have any questions or to let us know your temporary location.
Will the cost of my LifeFone service increase over time?
No. All LifeFone’s systems and services come with a lifetime price guarantee. Once you subscribe, your price will never increase for the service you have. Only if you change your service will the price change, but its price, too, will be guaranteed once you subscribe to it.
Does my personal emergency response system have a warranty?
Yes. All of LifeFone's systems come with a lifetime warranty for manufacturer defects. For additional peace of mind, LifeFone offers a Protection Plan for an additional $5/month that provides you with equipment replacement for a deductible due to loss, theft, or damage beyond manufacturer defects, such as drops or accidents. For information about this plan, call us at 1-800-940-0262.
What does LifeFone’s Protection Plan cover?
Replacing a lost, stolen or damaged medical alert system can cost you hundreds of dollars. LifeFone’s Protection Plan covers you for the replacement of 1 base unit or voice in pendant for a $29 deductible and up to two (2) help buttons for a $6 deductible, in a 12-month period. This plan compliments LifeFone’s lifetime equipment guarantee that protects you for normal wear and tear and protects you in the event of:
- Loss of theft of your equipment
- Drops, spills or accidents
- Damage due to heat and humidity
- Damage due to overcharging the battery on mobile devices
LifeFone will send you replacement equipment via expedited, two business day shipping at no cost to you. LifeFone will ask you to return any damaged equipment within ten (10) days of receipt of the replacement equipment, also at no cost to you.
*LifeFone's Protection Plan is intended for use by current and remaining customers who are not in the process of cancelling.
Do I need a lock box?
The lock box enables emergency responders to enter your home without breaking down your door in an emergency. If there is a way for emergency responders to enter your home quickly – such as a hidden key or a 24-hour doorman or a superintendent on the premises who can let responders into your home – then you probably don’t need a lock box.
If you feel that you would benefit from a lock box, LifeFone offers a choice of styles that include wall mounting or placement around your doorknob. You create a four-digit code that we pre-program before we send it to you. We keep that code on file and disclose it to emergency responders only in an emergency. To see LifeFone’s lock boxes and pricing, visit our accessories page.
Which is better, the wristband or the pendant?
LifeFone recommends the pendant. It’s safer than the wristband because it can be accessed with either hand. In a medical emergency, a person can lose the use of a hand or arm and not be able to press the help button, which is why the pendant is a safer choice than the wristband. Of course for those people who prefer the wristband, it is available for most types of service except fall detection, which is only available in pendant form.
Is the wristband/pendant water resistant?
Yes, the wristband or pendant is water resistant, and is designed to be worn in the bath or shower. The Voice-in-Pendant with it’s two-way speaker is water resistant. It can also be worn in the bath or shower, but should not be submerged.
What type of material is used to make the wristbands/pendants?
Our wristbands are made of silicone with a stainless steel buckle, with the exception of the additional help button wristband that is used when the Voice-In-Pendant is charging. The neck cord for the pendant is made of nylon. The help buttons for either the wristband or the pendant are made of PolyCarbonate (PC) plastic.
Should I wear the wristband/pendant at night?
Yes, you should wear your wristband or pendant at all times so that you can get help in case of an emergency - it’s not uncommon for someone to experience an emergency after getting out of bed in the middle of the night.
Can I wear it under my shirt or blouse?
We don’t recommend it. Your pendant should be accessible to you at all times. Wearing the pendant under a shirt or blouse makes it harder to access it when you need help, particularly in the event of a fall forward.
How do I clean the wristband/pendant?
Use warm water, dish detergent with either a soft bristled brush or wash cloth can be used to clean your wristband/pendant. Gently scrub until clean.
How long is the battery life of the wristband/pendant?
Help button batteries typically last from 1-5 years. LifeFone silently supervises these batteries and will notify you and replace the battery when its charge goes below a 20% at no cost to you.
What happens when the battery on my wristband/pendant is running low?
LifeFone remotely monitors the batteries of both your base station and help button (pendant or wristband) to ensure sufficient power. We proactively replace your help button when the battery goes below 20% at no cost to you.
How long is the battery life of the base station?
In case of a power failure, each LifeFone system’s base unit has a built-in battery that will protect you for up to 32 hours. The LifeFone Response Center is automatically notified of the power failure, and will take action according to your Emergency Care Instructions. The table below gives you the back-up battery duration for each system with a base station:
|System||Base Station Battery Back-up|
|At-Home Landline||32 hours|
|At-Home Cellular||32 hours|
|At-Home Cellular with Automatic Fall Detection||30 hours|
|At-Home & On-the-Go GPS (Base Station Only)||30 hours|
|Voice in Pendant||30 Days (5 days for Voice in Pendant with Fall Detection)|
How long does the charge last for your mobile systems?
The charge duration is shown in the table below. Note that unlike some other mobile units, LifeFone’s mobile units both work while charging.
|System||Base Station Battery Back-up|
|At-Home & On-the Go GPS Mobile Unit||24 hours|
|At-Home & On-the-Go GPS with Voice-in-Pendant||36 hours|
How can I test my system to make sure it is working?
To test your system, simply press your help button and stay on the line until a customer care representative speaks to you. Explain to the representative that you are testing your system. We ask that you test your system at least once a month.
What if I lose or damage my wristband/pendant or base station?
LifeFone gives you a lifetime guarantee against manufacturer defects for all of our equipment. This guarantee includes no-cost replacement of any defective equipment. Call us at 1-800-940-0262 to request a replacement.
LifeFone also offers a Protection Plan that provides you with equipment replacement for loss or damage beyond manufacturer defects, such as drops or accidents. For information about this plan, call us at 1-800-940-0262
Is it possible to purchase additional wristbands/pendants for the system? What is the cost?
Yes. Additional pendants or wristbands are available for $39.95 each, plus shipping expense of $5.95 if purchased separately. NOTE that LifeFone offers free spousal monitoring, which includes a second help button (wristband or pendant).
How does automatic fall detection work?
LifeFone’s Fall Detection Pendant automatically sends an alarm to our Emergency Response Center if you fall. Since no fall detection system detects 100% of falls, this pendant is also equipped with a standard help button for added security. If able, users should press their help button in any type of emergency.
What % of falls will LifeFone’s Fall Detection Systems detect?
LifeFone’s fall detection pendants have been tested against every known solution in the marketplace and perform top in class. Approximately 95% of falls will be detected. More subtle falls may be difficult to detect. The pendant is also equipped with a standard help button for added security. If able, users should press their help button in any type of emergency.
How often will your fall detection systems generate a false alarm?
The false alarm rate is relatively low. 95% of users will experience four (4) or fewer false alarms in a given month (~70% will experience zero false alarms). Keep in mind that the more active a person is, the more likely s/he is to have a false alarm.
How do I know if fall detection is right for me?
In general, fall detection is most helpful to people who have frequent falls, have the potential to fall, and have chronic medical conditions and mobility issues. People who are highly active are more likely to experience false alarms, so they may find it less helpful. Each situation and person is different. If you’d like to discuss your situation with a LifeFone sales representative, we’re here to advise you. Please give us a call at 1-800-882-2280.
Is LifeFone covered by my insurance?
LifeFone is covered in many states by Medicaid and under certain Medicare advantage programs, Part C. Private plans may also provide coverage, but the decision will depend on your policy and your medical needs. We encourage you to check with your provider to determine if you are eligible for this service coverage.
How soon after ordering will my system arrive?
If you live in the Continental United States (48 states or District of Columbia), you will receive the unit within 3-5 business days of purchasing if you order before 3 pm EST. If you order after 3 pm, please allow for one extra business day. If you live in Alaska and Hawaii, please allow up to 7-10 business days for UPS or USPS ground shipping. If you need the device sooner than that, you can pay for expedited shipping. To learn more about LifeFone’s shipping policies, visit our shipping returns page.
What are your shipping policies?
LifeFone ships anywhere in the U.S. We offer several shipping options and can ship your system to you as quickly as overnight if you need it. Standard shipping is 3-5 business days using UPS or USPS. Overnight, second-day and three-day shipping are also available for an additional cost. Due to the value of the equipment we provide to you, we send it signature required. You can waive the signature requirement; just keep in mind that if you do so, you will be responsible for the equipment if it is lost of stolen.
Shipping is free with all systems when you choose an annual billing plan. Shipping is also free with quarterly billing for LifeFone’s At-Home Cellular System with Fall Detection and with LifeFone’s At-Home & On-the-Go with Optional Fall Detection system. For all other billing plans, standard shipping is $11.95. We can ship to a caregiver or directly to the user. If you have any additional questions about shipping, please call us at 1-800-882-2280.
Is it easy to install?
Yes. The LifeFone medical alert systems are very easy to install. Our customers are typically able to install their system and test it with us in about ten (10) minutes. We provide you with simple instructions and a picture of what goes where. If you have any questions, you can call our customer service center 24/7 and we will walk you through the process. Once the console and/or mobile units is/are plugged in, please press the emergency button on your system(s) to reach our call center to complete your set-up. We will ask you to test the system from every room in your home where you spend time as well as your yard to make sure that we can hear you and get a signal.
Landline Service Installation: The unit comes pre-programmed. All you need to do is plug it in to a phone jack in your home. If you currently have a phone there, then you unplug the existing phone line and plug it into the back of the medical alert console. Another cord will go from the console that we send you into your phone. A third cord goes into an electrical socket on your wall that is not connected to an on/off switch.
LifeFone Cellular System: The unit comes pre-programmed. All you need to do is plug the unit into a wall outlet that is not connected to an on/off wall switch.
LifeFone At-Home Service with Fall Detection: The unit comes pre-programmed. All you need to do is plug the unit into a wall outlet that is not connected to an on/off wall switch.
LifeFone At-Home and Mobile Service: The unit comes pre-programmed. All you need to do is plug the base unit and the mobile unit into wall outlets that are not connected to an on/off wall switch.
LifeFone At-Home and Mobile Service Voice-in-Pendant: The unit comes pre-programmed. All you need to do is plug the unit into a wall outlet that is not connected to an on/off wall switch.
Will you send me any tracking information once I place my order?
Yes. If you order by phone, the sales representative will ask for your email address to send you tracking information. If you order online on our website, you will also receive tracking information if you provide us with your email address.