Lifeline Reviews
Pros
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Multiple medical alert products
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Mobile app
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Flexible payment plans
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No long-term contracts
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Sleek smartwatch with health tracking
Cons
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Fall detection costs extra
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High activation fees
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Conditional refunds
Lifeline (former Phillips Lifeline) is a medical alert system company with over 50 years of experience in the industry. It offers multiple solutions to help seniors maintain independence, even if they have medical concerns. The company works with specialized care agents who are available 24/7 and offer at-home and mobile solutions.
Among its features are fall detection, a mobile app, step tracking, and heart monitoring. Choosing yearly or semiannual plans rewards customers with free shipping and a lockbox. For improved accessibility, the company can be reached via its toll-free number +1 (888) 825-6710.
Free shipping and free lockbox with Lifeline
Opt for a Lifeline annual or semiannual plan and enjoy free shipping and a free lockbox.
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Monitoring services
Monitoring services
24/7/365 monitoring
Medical monitoring
2-way communication
Fall detection
Fire detection
CO detection
Activity monitoring
Medication monitoring
Multilingual assistance
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Lifeline's medical alert devices provide a reliable monitoring service through its centralized response centers. HIPPA-compliant, professionally trained care specialists are available 24/7, 365 days a year. Its response centers are prepared to remain operational during power outages or unforeseen disasters. Plus, the company serves customers in the U.S. and Canada and is accredited by the Better Business Bureau (BBB).
Lifeline ensures assistance, regardless of the caller’s language. Most of its agents speak Spanish, and if necessary, assistance is available in more than 150 languages via a third-party interpreter agency. Whenever a help button is pushed, it takes an average of 30 seconds to get in touch with an operator.
After carefully assessing the situation, these care agents might dispatch the closest emergency personnel or contact previously designated family members or caregivers. The agents will also call back the senior in 30 minutes to check whether they have received proper help.
Fall detection
Lifeline's fall detection feature, available on all plans, is meant to negate one of the biggest fears for seniors: becoming incapacitated after a fall and unable to call for help. The automatic fall detection pendant combines accelerometers with barometric sensors and monitors all readings with a special algorithm that differentiates sudden movements from actual falls.
In cases where the wearer collapses, the device sends a distress signal to the response center so that care agents can act accordingly. While fall detection systems aren’t 100% reliable due to their sensor’s blind spots, they significantly enhance the safety of people at risk of falling.
My Lifeline mobile app
The medical alert mobile subscription comes with My Lifeline – an exclusive app for seniors and their caregivers. The app consists of many features that enhance the system’s monitoring capabilities, providing greater convenience and peace of mind.
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Patient |
Caregiver |
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Check the system’s battery status |
Check the system’s battery status |
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Manage subscription |
Manage subscription |
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Access to Care Notes |
Access to Care Notes |
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Get real-time push notifications |
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Check device’s GPS location |
With features like care notes, real-time alerts, and location monitoring, the mobile app allows for a comprehensive safety strategy, creating a supportive environment where both patients and caregivers can feel at ease.
My Lifeline App Mobile
My Lifeline App Tablet
Lifeline CareSage Analytics
CareSage analytics
With caregivers in mind, we’d like to highlight Lifeline's all-inclusive approach to preventive care, provided by the CareSage Analytics platform. It’s primarily tailored to healthcare providers looking to keep close tabs on their patients. It offers:
- Actionable insights with real-time data
- Custom reports
- Trend monitoring and risk score
- Activity and mobility information
Monitoring equipment
Monitoring equipment
Central units
Wireless/cellular systems
Wrist pendants
Necklaces
Microphone buttons
Waterproof buttons
Lockbox
Automatic testing
Battery lifetime
18 months
Station backup battery
30 hours
Voice extenders
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Lifeline offers a range of medical alert system solutions designed explicitly for homebound and on-the-move individuals. Each includes the necessary features to ensure patient safety, regardless of activity or location.
At-home devices
Lifeline's in-home medical alert system unit is called HomeSafe. It has landline and cellular options. While cellular connections are more reliable, offering enhanced mobility and convenience, landline options are still needed for people living in remote areas with limited cellular service. In this case, the only difference in both packages is its connectivity, as both offer the same equipment.
It includes a base station with two-way communication that works even from a great distance. In fact, the wearable emergency button has a connection range of up to 800ft. Since the company aims to cover the customers in every possible scenario, the hubs also have a long-lasting backup battery that keeps the system running for 30 hours without power.
Landline base station
Cellular base station
Pendant
Fortunately, its buttons are small and designed to be worn as a necklace or wristband. They’re waterproof up to one meter for 30 minutes, so the wearer doesn’t need to worry when showering or washing dishes. The cherry on top is that Lifeline products self-test regularly to check whether the system is operational.
Mobile devices
Thanks to Lifeline's On The Go devices, aging adults with active lifestyles can also enjoy the protection of a medical alert system. The system combines the traditional HomeSafe base station and the mobile help button.
The advanced pendant has a button to call for help, which doesn’t require a base station due to its cellular connectivity. Since it’s fitted with the same two-way communication technology as the base unit, the elderly person wearing it can talk and listen to the monitoring agent while staying outdoors.
Customers have two options available: standard and mini. They share most of the features, with the only differences being the device design and size. While the standard device is larger and requires a charging dock to recharge, the mini is more compact and includes a wireless charging station. Both are waterproof, can be worn as a necklace or in a belt clip, are compatible with fall detection and mobile apps, and include GPS location technology.
On the Go Standard
On the Go Standard charging cradle
On the Go Mini
Smartwatch
Lifeline provides a smartwatch as an alternative to traditional medical alert solutions. The package includes a charging cradle, power cord, and quick start guide alongside the smartwatch. This option allows seniors to avoid the stigma of wearing help buttons, offering a sleek and modern design that seamlessly integrates with their everyday attire.
Although it shares features with other products, such as GPS tracking, waterproof protection, and compatibility with fall detection and mobile apps, it offers additional benefits. These include:
- Voice prompt notifications: Vibrates and speaks to the senior when an emergency call is made, the battery is low, or the device is charging.
- Step tracking: Keeps track of the senior’s daily progress with effortless step monitoring.
- Heart rate monitor: Monitors the senior’s health status by routinely monitoring their heart rate.
Smartwatch
Smartwatch SOS
Smartwatch heart rate monitor
Smartwatch step tracker
Setup
Lifeline is one of the few medical alert companies offering professional installation. Seniors who live alone and lack the proper technical skills may call customer support to schedule a visit from a company representative who will deliver the equipment and set it up. While this is an excellent option, it isn’t free; customers must pay a one-time fee of $99.
Alternatively, DIY installation is still an option. In this case, customers receive the package via ground shipping, which includes a user manual with instructions for a smooth activation process. The first step is to plug the base station into a landline connection (if applicable) and into a power outlet, followed by the charging cradle. The second step is to conduct a range test and contact the monitoring center for the first time to confirm the device’s activation and that it’s working properly.
Pricing
Pricing
Activation fee
$99.95-$159
Lifetime price guarantee
Free spouse monitoring
Free shipping
Free repairs & replacements
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Landline
$27.95/mo
Billed annually
Base station
24/7/365 response center
Fall detection ($15/mo)
Protection plan ($6.95/mo)
Free lockbox
$99.95 setup fee
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Cellular
$34.95/mo
Billed annually
Base station
24/7/365 response center
Fall detection ($15/mo)
Protection plan ($6.95/mo)
Free lockbox
$99.95 setup fee
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Standard
$39.95/mo
Billed annually
Mobile device
24/7/365 response center
Fall detection ($15/mo)
Protection plan ($6.95/mo)
Free lockbox
$99.95 setup fee
GPS tracking
Mobile app compatible
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Mini
$44.95/mo
Billed monthly
Mobile device
24/7/365 response center
Fall detection ($15/mo)
Protection plan ($6.95/mo)
Free lockbox
$99.95 setup fee
GPS tracking
Mobile app compatible
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Smartwatch
$34.95/mo
Billed annually
Smartwatch + charging cradle
24/7/365 response center
Fall detection ($15/mo)
Protection plan ($6.95/mo)
Free lockbox
$159 activation fee
GPS tracking
Mobile app compatible
Heartrate monitoring
Voice prompts
HomeSafe landline is the cheapest option, starting at $27.95 per month. Meanwhile, the cellular version of this home station increases the monthly fee by $7. As usual, mobile devices are more expensive, but the price might be worth it. On the Go Standard starts at $39.95 per month, whereas the Mini is $44.95 per month, with both requiring a setup one-time payment of $99.95.
Lifeline Smartwatch is actually cheaper than the mobile medical alerts (as low as $34.95 per month), but it comes with a one-time fee of $159. Unfortunately, fall detection costs $15 per month, which is higher than the competition.
Lifeline evaluates warranty and refund requests on a case-by-case basis, requiring subscribers to contact its customer service. The smartwatch has a 1-year warranty covering defects in materials and workmanship under regular use.
Payment options
Visa
Mastercard
American Express
Discover
PayPal
Wire transfer
Check
Cryptocurrency
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Customer service
Customer support
24/7
Live chat
Email
Phone
Community
FAQs
Video tutorials
Remote desktop
Blog
Facebook
Instagram
X
YouTube
Show all
Lifeline received an A+ from BBB, highlighting its focus on devoted customer support. The company can be reached by phone or email, and Lifeline customers praise the company for its professionalism, courteousness, and knowledge.
Some indicate that they faced a few challenges in getting hold of customer service, though. In fact, we tried to get our personal experience, but unfortunately, we didn’t hear back from the company. Lifeline is also active on Facebook, LinkedIn, and YouTube.
Bottom line
Lifeline medical alert systems offer various products tailored to homebound or mobile seniors, costing as little as 27.95 per month and with discount opportunities of up to 12%. The company has specialized care professionals available every day, all year long, that provide multilingual support. Its GPS technology works well and the mobile app is easy to operate. Plus, all its devices are waterproof, including its sleek and modern smartwatch.
The company offers additional and seldom-seen services like professional installation, which is a great plus for less tech-savvy seniors. Even though these services bring additional fees attached, they’re not hidden, as the company’s pricing is as straightforward as possible.
Unfortunately, fall detection comes at an extra cost, which isn’t always the case with other similar solutions. Also, the one-time device fees and conditional refunds may deter potential customers.
For 50 years, Lifeline has upheld a strong reputation of reliability as a medical alert system provider, offering peace of mind to seniors and their families.
Lifeline FAQ
What is Lifeline medical alert?
Lifeline medical alert is an emergency response system provider catered to seniors or any individuals with medical conditions. Lifeline has home and mobile devices that allow the user to call for help at the push of a button, promptly requesting assistance in case of an emergency.
How much is Lifeline medical alert?
A Lifeline medical alert device subscription ranges from $27.95 per month to $44.95, depending on the device chosen.
Where to buy Lifeline medical alert?
You can purchase a Lifeline medical alert subscription via Lifeline‘s website.
How does Lifeline medical alert work?
Lifeline medical alert works by allowing users to call for help anytime and anywhere via its wearable devices, equipped with an SOS button. When the button is pressed, it connects the user with a trained care specialist who will assess the situation and dispatch emergency services if necessary.
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Tamás Ő.
Sérgio F.
Mary P.
My parents have used Philips Lifeline since 2018. My Dad is deceased and every time I call we go through the process of them asking about my father and I have to explain that he is deceased. Every time I am told they will update the file…every…time….
In November my mother’s home unit began flashing. I contacted the company and they said her necklace device needed replacing-they would send one right out. I called in December-this time they would really send one right out. I called Jan 13-this time it would go out the next day with expedited shipping. I just called again, Feb 1, this time it would really go out, with expedited shipping.
I understand labor shortage, shipping delays, all that…but it seems Philip’s needs a lifeline.
Hello Robin, thanks for your comment, and we’re very sorry for your loss. We know it can be triggering to be reminded of your father every time you call Philips Lifeline, and we really hope that the company updates his file as soon as possible.
If we understood your comment correctly, Philips Lifeline hasn’t shipped your mother’s necklace even once. Is this accurate? Or did the company send the device, but it never got to your house? If it’s the former, the company may still be having difficulties answering the increased demand that came with COVID. If it’s the latter, we recommend calling the company to make sure they have the correct address. Even if your mother hasn’t moved away, there might have been a computer error that’s making Philips Lifeline ship the necklaces to the wrong place.
While we do understand how infuriating it must be to have this issue unresolved after two months and various calls, at least Philips Lifeline seems to be trying its best to help your mother. However, it’s also true that it’s risky to have your mother not wearing her necklace for so long. This way, if the company doesn’t solve your issue yet again, it might be time to start looking for other options.
Have a nice day, and we hope that Philips Lifeline has sent the necklace this time around.
On January 28, 2020 I spoke to a sales representative, Mxxx, in Massachusetts and ordered a Philips Lifeline mobile device and, after putting me on hold to check, he confirmed that the equipment would be shipped in 7-10 days and would be delivered by Fed-Ex. I questioned previously reported issues regarding manufacturing delays and he said there had been some but that “things are running smoothly now”. On February 17, twenty days later, I called to inquire why the equipment had not arrived and was told by Exxx in Arizona that Mxxx had not entered “order new equipment” and that he, Exxx, would escalate my order which should ship in 2 1/2 weeks. Dissatisfied, I asked to speak to a supervisor. My call went to an ordinary rep in Boston and then to some overseas representative who disconnected my call when I requested her name. I called again and reached Axxx in Arizona and, again, requested a supervisor. Jxxx in Arizona took my call. She acknowledged that my original order was “done improperly” but that it had been corrected two weeks prior. Jxxx explained that my corrected order was scheduled to be shipped in 15 days and it had already been 14. She assured me that the equipment would be shipped in the next day or two, that it would be received “no later than Thursday” (February 20), and that Exxx in “Seniors” was personally overseeing the situation and he would call me when shipped. The equipment was not delivered nor did I hear from Exxx. On February 21 I called again, reached Mxxx in Arizona, and asked him to read the notes created on my last call to Jxxx. Though I had asked Jxxx to note my account that she promised I would receive the equipment by Thursday, she had not. I was shocked, though, that Axxx had entered in the notes that I had “threatened legal action” – which is absolutely 100% false and a review of the recording will confirm that I barely even spoke to Axxx other than to request a supervisor and I was totally pleasant in doing so. He told me that “it’s a pretty complicated situation” regarding equipment delivery because of the coronavirus problem and equipment production in China. I, again, requested to speak to a supervisor and I agreed to a 10-15 minute wait. Then he told me I could only speak to a supervisor by waiting 24 to 48 hours for a call from one. So, fortunately, I called again to reach someone else. This time, I was told the truth! The back-order for wireless devices is several months. The Coronavirus excuse is likely just that, an excuse. Production and delivery of wireless devices is in turmoil.
Philips Lifeline Canada is not dependable in that it does not deliver the promised services. Lifeline equipment constantly experiences false alarms for detecting falls.
1. Failure to send an ambulance to my father’s home, upon receiving alert that he had a fall.
2. Company noted and communicate the incorrect information to Police as to where my father’s lockbox was located False “falling” alarms. Hence, the police could not get access to enter the house.
3. Poor customer service. Calls to Supervisor were not returned. Official complaint letter sent to supervisor was also not replied to.
Philips Lifeline is not dependable in that it does not deliver the promised services has poor customer service and has equipment which constantly raise false fall detection alarms.
I have found customer service to be polite, but I have a few comments re Phillips Lifeline:
My battery needs charging every day and a half. The earlier model needed charging every 5-6 days. Customer Svc. has no explanation. It is a pain trying to remember to charge it, and sometimes the charge bell goes off during a conversation or meeting or when I’m driving.
My Lifeline goes off about three-four times a week. “_____, do you need help?” There’s no reason that they should respond. I’ve tried to explain the problem umpteen times, but the employees just interrupt and keep asking if I’ve fallen…which I haven’t. I’ve found that these are paid employees, but they must have a written set of questions they ask no matter what, just like robots…and they keep repeating themselves. I can never explain anything.
The one time I did fall tripping over a vacuum cord, the Lifeline responder did NOT respond!
I’m confused:ems is different / separate from Philips, right? Did Philips ignore mothers symptoms or the local EMS?
The basic response centre is based in the US?.
What if some thing happens over there?.
Why is there not an centre in Canada?
I find this very ,strange,if that centre has to serve the Canadian and US Clients!
Does anyone know if these products interfere with a pacer/defibrillator when wore on the neck?
Okay, this service worked fine when my mother was living alone. She’d fall and the sensor would go off and the paramedics would come and pick her up. We just cancelled the service although I see other folks have had problems with that, hopefully not.
But here’s WARNING – the little white box with the big reset button on it needs to be sent back to lifeline otherwise they will charge you $400 – yes that’s right four hundred, not forty. Anyway when you’re moving your mother out and having to deal with everything else, keep that in mind. Because that box is definitely not worth 400 bucks, anywhere. Also, they scared my mother into the more expensive service, easy to do when folks are old and alone. But when she fell, it went off. so it works. It only went off once by accident. Paramedic visits can be pricey. Although still cheaper than the that white box with the reset button.
I have had 3 heart attacks, and i live alone so i got the Go Safe model. thankfuly i have not had to use it yet. I have tested it several times in many different locations,and its the coolest thing ive ever owned. It may not fix my heart, but it sure fixed my peace of mind. highly recommend it
Don’t waste your money. Especially on the “enhanced” service. EMS would come when she didn’t fall and fail to respond when she did. The final straw was the night she pushed her button and EMS came and asked her why she called for “just a headache” and why didn’t she “take an aspirin?” They never called me or reset her unit. She was having a stroke and I didn’t find out until 12 hours later. Presently, she’s on her deathbed. Thanks a heap, Lifeline.
I reported the May 15 death of my aunt and requested that service be cancelled. The representative taking my call took the information and said that service would be cancelled. Yet, I have continued to be billed for June and July service. When I called to explain that I had cancelled the service soon after my aunt’s death, the representative said that no record of the request was available. Then she hung up.