Frequently Asked Questions
What are Medical Alert systems?
A Medical Alert system includes a help button connected to a two-way speaker. A press of the help button allows you to talk with a trained response specialist through the two-way speaker. The response specialist will assess your situation and call the emergency contact best suited to help you, whether a family member, friend, neighbor or first responder. Response specialists are available 24/7/365 through our U.S.-based response centers.
Who should wear a Medical Alert system?
A Medical Alert system is ideal for anyone who would like peace of mind by getting help at the press of a button in case of a medical emergency, fire, break-in or other situations requiring assistance. It is especially beneficial for older adults or seniors who want to live independently in their homes.
What should I look for in a Medical Alert system?
Your Medical Alert system should be highly reliable, UL-tested and easy to use and install. Help buttons should be waterproof and home systems should come with battery backup in case of a power outage. Automatic fall detection should be available on all systems to sense a fall and contact a response specialist.* In addition, response specialists should be trained, certified and available 24 hours a day, 7 days a week. You get all of this and more with a Medical Alert monitoring system.
What types of Medical Alert systems are available?
Home Systems
The Medical Alert Home Systems enable independent living by giving you quick, easy access to trained response specialists 24/7/365. Our help buttons have an 800-foot range* covering you anywhere in your home—that’s more than the length of two and a half football fields. Landline and cellular options available.
Mobile Systems
Medical Alert’s Mobile Systems enable peace of mind on the go by giving you 24/7/365 access to help wherever you are. With advanced GPS technology, trained response specialists can track the location of your system and dispatch the help you need where you need it. Standard and Mini options available.
Smartwatch
The Medical Alert Smartwatch is designed to support your healthy, active lifestyle while keeping you connected to assistance 24/7/365. GPS tracking ensures you have quick access to a trained response specialist anytime, anywhere. In addition to its intuitive interface, the Smartwatch also features a heart rate monitor, step tracking and optional fall detection for convenient health management.
Add-Ons and Accessories
All of our Medical Alert systems are available with fall detection technology that automatically senses when you fall and contacts a response specialist.
The Medical Alert Connect mobile app, included with all Medical Alert systems, makes it easy to stay informed about your loved ones who have a Medical Alert system. With simple download and setup, this app will help give you greater peace of mind.
How do Medical Alert systems work?
With 24/7/365 help available at the press of a button, you’ll have peace of mind with our easy-to-use medical alert systems.
- Press Your Help Button:Press the help button on your medical alert pendant or bracelet, which should be worn at all times.
- Talk to a Response Coordinator:Medical Alert’s highly trained response coordinators are available 24/7/365 to help you.
- Get the Right Help:Our response coordinators assess your situation and call the emergency contact best suited to help you, whether a family member, friend, neighbor or first responder.
What kind of emergency help do I get?
That depends on what kind of situation you’re having. If it’s a minor situation, Medical Alert can contact somebody on your contact list, such as a neighbor or loved one, and have them come to help. For serious emergencies, our medical monitoring service will immediately dispatch an ambulance, or contact the police or fire station, depending on what you need.
Can I trust Medical Alert by Connect America?
Yes, Medical alert is a brand of Connect America. We stand behind our products with a 100% satisfaction guarantee and allow you to cancel at any time if you’re not satisfied. Plus, we’re a proud member of the Medical Alert Monitoring Association (MAMA) and have an A+ ranking with the Better Business Bureau. As the parent company of Medical Alert, Connect America is a government-approved provider of advanced products and services including telehealth and remote patient monitoring.
What components are included in the Medical Alert system?
Home Systems
You will receive a base unit with a two-way speaker and a waterproof help button that can be worn as a pendant or bracelet. For landline systems, a phone cord is included to attach your base device to the phone jack. A medical information card and step-by-step setup instructions are also included. Fall detection is available for this system as well.
Mobile Systems
You will receive a mobile communicator that can be worn as a pendant around the neck, a charging cradle and a power cord. You will also receive a medical information card and step-by-step setup instructions. Fall detection is available for this system as well.
Smartwatch
You will receive a smartwatch, a charging cradle and a power cord. You will also receive a medical information card and step-by-step setup instructions. Fall detection is available for this system as well.
Will the Medical Alert system work in my area?
Home Systems
The Medical Alert system will work in all 50 states, as well as Canada, Puerto Rico and the Virgin Islands. Landline systems require that a compatible phone line is present. Cellular systems require that adequate cellular coverage is available.
Mobile Systems
Yes, as long as adequate cell phone coverage is available.
Smartwatch
Yes, as long as adequate cell phone coverage is available.
What are the credentials of the monitoring stations?
We have several fully redundant, 5 diamond, UL certified, interlinked monitoring centers available to help 24 hours a day, 365 days a year located in the U.S. Our monitoring centers are staffed by SIA-Certified multilingual operators.
Do I need a special type of phone line?
No. The Medical Alert Home Landline System will work in your house with any type of phone line. We also have cellular and mobile systems that work without a landline.
Is the Medical Alert system waterproof?
Yes! Unfortunately, many slips and falls happen in or around the shower or tub. With this top of mind, we made sure that our Home System help buttons, Mobile Systems and Smartwatch can all be worn in the tub or shower. For an added layer of protection, all of these systems are available with fall detection technology that senses when you fall and contacts a response specialist.
Can I use a Medical Alert system if I don’t speak English?
Yes, our Response Center staff includes employees who are native speakers of languages other than English; in addition, our operators are trained to use the International Language Line for real-time translation services in 140 languages. Contact us at 800-800-2537 for more details about the specific language you would need.
Is there a long-term commitment required?
No. We do require a Monitoring Agreement to be signed but there is no long-term commitment, and customers can cancel services at any time.
What is your refund policy?
You can cancel your Medical Alert system monitoring subscription at any time. Once Medical Alert is in receipt of your equipment, we will complete your cancellation.
How do I cancel service and return the emergency response equipment?
Email CustomerRelations@medicalalert.com or call 800-800-1003 to cancel your service through one of our customer account representatives. Following confirmation of your cancellation, all customer equipment should be shipped to 816 Park Way, Broomall, PA 19008
Can I switch between Medical Alert systems?
Yes, we want you to always be protected. If you think a different Medical Alert system would work better for you, call 800-800-2537 and let us know which Medical Alert system you would like to have.
How fast will I receive my Medical Alert system shipment?
Shipping times vary based on which option you chose for your order:
- Ground Shipping – 5-7 Business Days
- Overnight – Next-day delivery
All orders must be placed before 3 p.m. Mon-Thurs or before 2 p.m. on Friday to qualify for these shipping times. If orders are placed after 3 p.m. Mon-Thurs or after 3 p.m. on Friday the order will go out the next day.
What is the difference between the rate plans?
The best value and most popular option is our annual rate plan where you get free ground shipping and a free lockbox. Our semi-annual plan includes 6 months of service with free ground shipping and our monthly plan is a month-to-month option. For convenience, when you chose a rate plan, we will automatically take payment on the same day every month, 6 months, or 12 months depending on the rate plan you select. If you are unsure about which rate plan is good for you or if you have further questions, please call us and we can help you select the best rate plan for you.
What should I do with my Medical Alert system if I need to evacuate my home?
Home Systems
Take your pendant and your in-home communicator with you if you are able. If you plug your in-home communicator in a temporary location, call our Customer Service team at the number listed on your in-home communicator to let us know where you are located and how long you expect to be there. When you get home you should place a test call by pressing your pendant or the button on your in-home communicator when you return home. If your equipment gets damaged, please contact us immediately upon your return home so that we can get new equipment shipped to you as soon as possible.
Mobile Systems
Take your mobile communicator and charging pad with you if you are able. Your mobile pendant will work outside of your home as long as it is charged and has adequate cellular network coverage. When you get home, you should place a test call by pressing your pendant. If your equipment gets damaged, please contact us immediately upon your return home so that we can get new equipment shipped to you as soon as possible.
Smartwatch
Take your smartwatch and charging pad with you if you are able. Your mobile pendant will work outside of your home as long as it is charged and has adequate cellular network coverage. When you get home, you should place a test call by pressing your pendant. If your equipment gets damaged, please contact us immediately upon your return home so that we can get new equipment shipped to you as soon as possible.
What should I do with my Medical Alert system if I lose power?
Home Systems
If you lose power, your Medical Alert system will work for a limited time off of a backup battery. If your in-home communicator relies on a landline connection to send a help signal, your in-home communicator will not function if your phone service goes down. When your power is restored, please test your system immediately to ensure it is working properly. If you cannot successfully complete a help call, contact our Customer Service as soon as possible so that we can assist you.
Mobile Systems
Your mobile pendant will work as long as it is charged and has adequate cellular network coverage. When your power is restored, please test your system to ensure it is working properly. If you cannot successfully complete a help call, contact our Customer Service team as soon as possible so that we can assist you.
Smartwatch
Your smartwatch will work as long as it is charged and has adequate cellular network coverage. When your power is restored, please test your system to ensure it is working properly. If you cannot successfully complete a help call, contact our Customer Service team as soon as possible so that we can assist you.