Life Alert Review8 minute read

LifeAlert Review

As we’ve mentioned, Life Alert is one of the oldest suppliers of medical alert systems in the country, and like most medical alert companies, their products break down into two categories: first, a less expensive home-based system that connects the user to a call center via a signaling device (in Life Alert’s case, a pendant or a wristband) and a base station or console that then makes the call to the center. The second system is a cellular pendant that eliminates the need for a console and allows the user to speak directly with the call center via a cell-phone sized microphone and speaker. Behind these communication systems there’s a call center staffed by trained personnel who will either get in touch with personal contacts such as friends, neighbors, or family members, or, depending on the situation, contact local emergency responders. Life Alert’s offerings are simple and straightforward, and if the company doesn’t offer a lot of bells and whistles with their systems, they do keep it simple. And while this may be the hallmark of an older company, the upside is a highly experienced call center with a track record of responding effectively in emergencies.

Equipment

Signaling devices

Life Alert’s home model offers two different types of signaling devices: a wristband model and one worn around the neck as a pendant. Both versions are easily used, even by those who might have difficulty manipulating small objects; they really are nothing but a single large button mounted in a plastic case. These devices are fully waterproof, and contain a battery that can last as long as seven years. The mobile version only comes in pendant form, but follows the same design as the home-based version, with the addition of a miniaturized speaker and microphone that allows you to communicate directly through the device. While this is all standard for medical alert systems, there is one drawback to Life Alert’s devices: neither the home-based system nor the mobile system offers fall detection—not even for an additional fee—so the user will have to be conscious in order to summon help.

Base Station

Once you’ve pressed the button on the signaling device in a home-based system, it sends a wireless signal to your in-home base station. (Life Alert claims that its pendants and wristbands have an 800 foot range for sending this signal, though some independent reviewers suggest that the range may be smaller.) Once this signal is sent, the call center will attempt to make contact with the user using a speakerphone in the base station. If the user needs help, or can’t be reached through this method, the company will contact either a list of personal caregivers provided by the user or local emergency responders. One good thing about Life Alert: they offer professional installation through a network of technicians, so installing the system is one less thing that a senior or their caregiver will have to fret over.

Extras

Life Alert doesn’t provide quite the same number of features and packages that some of its competitors do: again, it doesn’t offer fall detection services, and it doesn’t offer motion tracking or family monitoring functions. At the same time, there are a few extras available through the company: they offer a cell phone app and a companion call center service that makes contacting one of their call centers via the user’s own mobile device extremely easy. Life Alert also offers “help buttons,” which are larger and more eye-catching wall-mounted versions of its signalling devices. These are meant to be put up in places like the bathroom and bedroom where a user is less likely to be able to access their wearable device. Finally, Life Alert also offers a home intrusion service that allows the user to silently summon help and allows call center personnel to monitor the situation in the home through concealed microphones.

Call Center and Services

As we’ve mentioned, Life Alert stands out for its call centers; the company runs multiple call centers on its own (as opposed to contracting this service out to a third party). These call centers have been in operation for over 30 years now, and Life Alert has worked to maintain a staff-to-customer ratio that doubles that of its biggest competitors, ensuring quick, personalized service. Because of Life Alert’s large (150,000, according to the company) customer base, these call centers respond to more than two million calls every year, and the company claims that its operators averted 45,000 bad outcomes in 2017 alone. No other call centers can make all these claims, so Life Alert stands out in this respect.

Costs

Life Alert’s monitoring services come in on the higher end for both its at home and mobile offerings, and while it does provide free shipping and free use of the equipment, there’s also a one-time activation fee, and—most problematically—the company doesn’t offer a 30-day trial, which makes taking on the service a risk that not everyone will be willing to take, especially given that the company requires users to enter a long-term contract which can only be broken under certain fairly stringent conditions. Still, the company does offer a discount for those who pay a year in advance, and offers a free warranty for its equipment.

What Customers Say

Life Alert provides a fair amount of information via their website, but in terms of transparency for their customers they fall a little short: it isn’t entirely clear what prices they charge or how their packages come together.

In online reviews, on the other hand, they seem to have built up a significant track record of customer satisfaction, with most reviewers seeming highly satisfied with the quality of the service and the ability to get help when they need it. Customers aren’t always happy about the 3-year contract or the absence of fall detection, but overall they express satisfaction and even gratitude at how easy it is to use the technology and the professionalism and quick response of Life Alert call center staff.

Bottom Line

Life Alert doesn’t offer the most complicated or the most advanced features, but they are one of the most experienced medical alert companies in the industry, and their offerings, which include a basic pendant-and-base-station setup, a mobile device, and a phone app that allows users to turn their cellular device into medical alert system, have won substantial praise from customers, and may be adequate for you, depending on your situation. Behind all these devices, however, Life Alert maintains and staffs multiple highly regarded CSAA five-diamond certified call centers which offer a low client-to-staff ratio and boast an impressive track record of helping customers in need. This human touch puts Life Alert on our radar, and has earned them our recognition as Best Medical Alert Call Center for 2018.