FAQ for LifeCall Medical Alert System
Below is a list of commonly asked questions by prospective and current LifeCall customers. We hope that they answer your questions. If not, please call LifeCall Customer Service at 1 800 661-5433 for further assistance.
Categories:
About LifeCall
When was LifeCall started?
LifeCall was founded in 1989.
Who owns LifeCall?
LifeCall, a division of Reliance Protectron Security Services, is a Canadian operated company.
Where is your emergency Monitoring Centre located?
Our 5 ULC-listed monitoring centres are located across the country in Vancouver, Edmonton, Ottawa, Montreal and Quebec. Our emergency operators are staffed by SIA-Certified Operators.
The LifeCall Medical Alert System
Who manufactures the LifeCall system?
GE Security, a trusted name in security, safety, household products and electronics, manufactures the LifeCall medical alert system and accessories.
Can the personal help button be worn in the Bath or Shower?
Yes, the personal help button is fully waterproof and is ideal for wearing in the bath or shower, as this is where most falls occur.
What components are included in the LifeCall medical alert system?
You will receive a 2-way voice communicator unit, with an A/C Power cord, and phone cord. 1 Waterproof personal help button, which can be worn on your wrist, around the neck or on a belt, is also included. A quick start guide, user manual, emergency data card, and decals are also shipped with the equipment.
What is the range of the personal help button?
The personal help button works within an ”open air” range of 500 feet (150m). Typically, in the average house we have found it has a range of 150-200 feet. We recommend testing it in a few areas prior to activating the system.
What is the battery life of the personal help button and communicator unit?
The personal help button has a battery life of approximately 5 years. The LifeCall medical alarm communicator unit is plugged into the A/C outlet; however, in the event of a power outage, it has a 24-hour backup battery. The monitoring centre is notified of a low battery in the personal help button and communicator unit.
Where should I place my LifeCall medical alert system?
Your LifeCall medical alert system should be located near your main phone, in a central and often accessed area. It should be away from an area of high heat or humidity. The system needs to be plugged into a power source, so it should be located near an outlet.
LifeCall Customer Service
What are the hours of LifeCall Customer Service?
LifeCall is available for customers 24 hours a day, 7 days a week. However the following are our standard customer services hours:
- Monday to Friday: 8:00 - 22:00 EST
- Saturday: 9:00 - 20:00 EST
- Sunday: 10:00 - 19:00 EST
- Emergency after-hours customer service and technical support is available 24 hours a day, 7 days a week.
What happens if I move?
LifeCall can move with you for FREE! Contact LifeCall Customer Service at 1 800 661-5433 within 30 days prior to moving and we can arrange to setup your system in your new residence. You can also fill out our Move Notification form.
How do I update account information?
Update any account, billing or contact information by calling LifeCall Customer Service at 1 800 661-5433 at anytime or you can fill out our Update Account information form.
Should I notify LifeCall if I am going away on Holidays?
Yes! If you are planning to go up to a cottage or chalet for a month or more, we can temporarily move your LifeCall system to that location. Otherwise, we will put a note on your account. Contact LifeCall Customer Service at 1 800 661-5433 or fill out our Holiday Notification form.
What if I no longer need the medical alert system anymore?
Contact Customer Service at 1 800 661-5433. We will make arrangements to retrieve the LifeCall system, disconnect monitoring and arrange for final billing.
If I have a medical Emergency and press the button, will it cost me money?
No, your monthly LifeCall plan covers the cost of monitoring. Our Emergency Response Operators are trained to assess the situation and dispatch the appropriate authorities or other contacts as required. However, it should be noted that local emergency authorities may charge fees depending on the services required (i.e. Ambulance ride). Contact your local authorities for more information on potential costs for these services.
What do I do if I accidentally press the Personal Help button?
If you are near your LifeCall communicator unit, press the "Reset" button on the unit - this will cancel the signal being sent to our emergency Monitoring Centre. If away from your base unit, please remain calm and inform the Emergency Response Operator that it was accidentally pressed.
Please note, if our Operators cannot hear you through the base unit, they will disconnect and try to contact you by phone before going through the emergency response protocols (e.g. calling the emergency authorities).
LifeCall Technical Support
I am having trouble installing, setting up or using my LifeCall medical alert system.
Please contact LifeCall at 1 800 661-5433 and we will be happy to help you with your LifeCall system.
What do I do if my LifeCall medical alert system should it fail to work?
Contact LifeCall at 1 800 661-5433 immediately and advise us that there is a problem with your system. We can try to fix the problem remotely, and if not, we will make the appropriate arrangements. Our Monitoring Centre can make arrangements to put you on a regular calling schedule to ensure your safety until the problem is resolved.
How often should the medical alert system be tested?
We recommend sending a monthly test signal to our emergency Monitoring Centre. Even though the personal help button and two-way voice communicator base are monitored for functionality, for added protection we recommend this be completed every 30 days. Please call into Customer Service and they will guide you through a test.
What if I have DSL Internet, can I still use a LifeCall medical alert system?
Yes, you may require a DSL filter that can be put on easily at the time of installation. Please mention this to a Life Safety consultant at time of order.
What if my technical issue cannot be resolved over the phone?
If technical issues cannot be resolved over the phone, arrangements will be made to have a technician look at your system. We have installers and dealers located across the country to help facilitate this. LifeCall Customer Service will determine if this is necessary, and if so, arrange for an appointment for you at no cost.
LifeCall Billing & Payments
What are my billing options for LifeCall medical alarm service?
Payment can be processed automatically through pre-authorized payments to your credit card or bank account. Invoices can also be issued for customers who wish to pay annually.
How does the LifeCall service appear on my credit card or bank statement?
Charges to your credit card or bank statement should read LIFECALL.
Is there long-term commitment required?
No. For liability purposes, we do require a Monitoring Agreement to be signed. A non-refundable deposit is required prior to a LifeCall system being shipped. This deposit is the equivalent of three months monitoring. At the end of those 3 months, the LifeCall service is month-to-month and can be cancelled with no penalty with 30 days notice.
Does LifeCall charge an activation or installation fee?
Installing our LifeCall medical alarm system is as easy as plugging in an answering machine into your phone. We will ship you the LifeCall system via Canada Post and include the necessary instructions to help you install the system yourself. If you require in-home installation, please contact us at 1 800 661-5433.
Are there any other fees other than the monthly medical alarm monitoring charge?
The monthly medical alarm monitoring fee for both the rental and purchase option covers all monitoring related charges. The rental option also covers the cost for the equipment. There may be additional fees associated with a customer’s local emergency authority (e.g. ambulance rides). These fees are the responsibility of the customer. . Contact your local emergency authorities for more information.
