Lifeline Systems Review

Lifeline Review Summary

Lifeline medical alert service provides a comprehensive medical alert device product with emergency response offerings and an informative website. Their core product line includes HomeSafe Landline, HomeSafe Cellular, On the Go Standard, On the Go Mini, and their Smartwatch. They offer optional fall detection and a mobile app too called My Lifeline.

Lifeline Pros

Optional professional system installation, no long-term contracts, optional fall detector, many advanced system options, and automatic weekly tests of the console to the central monitoring station. Lifeline also offers a free caregiving platform for customers called My Lifeline app.

Lifeline Cons

Higher monthly charge than some providers and higher-priced options compared to other companies, activation fees, some equipment not UL listed (ETL listed instead), and they discontinued their activity monitoring option. They do not have a TMA Five Diamond Certified monitoring center. No carbon monoxide (CO detectors) or smoke detection options at this time. No medication reminders.

Who is Lifeline

Lifeline Systems, formerly Philips Lifeline, was started in 1972 by gerontologist, Dr. Andrew Dibner and his wife, Susan Dibner, who was a sociologist. Dr. Dibner started developing the medical alert system technology in the early 1970s. By the late '70s, they began selling their Lifeline System in the U.S. and Canada. In 2006, Philips acquired Lifeline Systems and the company name became Philips Lifeline. This allowed the company to reach more families across the U.S. with its services. In July 2021, Connect America acquired Lifeline from Philips, and the company name reverted to Lifeline Systems.

Lifeline claims to be the very first provider of medical alert systems and services in North America and since 1983, they have served over 7.5 million people. Lifeline is headquartered in Framingham, MA. Their medical alert response call center is available 24/7/365 and is staffed with professionally trained multilingual call center agents.

What The My Lifeline App Can Do For You

When you are planning for your loved one to age in place, there are many things to consider like if they need protection in the home or on the go and if they need to add fall detection to their service package. Lifeline introduced an app called My Lifeline, which will allow you to monitor your loved one's well-being and stay on top of their day-to-day care. My Lifeline is the evolution of Lifeline, aimed at supporting both seniors and their families through the aging journey. It allows them to keep their at-home lifestyle longer.  My Lifeline enables a community of care to stay in touch, to have and share relevant information about their older loved ones using Care Notes, and see interactions with the Lifeline service. My Lifeline also helps to keep everyone on the same page and aims to lessen the stress and burden that families and adult friendships can feel when caring for an aging family member or friend. As caregiving in the US evolves, there can be many people involved in someone's care. Lifeline looks to grow beyond the senior, and support their entire support system.

Lifeline Systems & Options

Lifeline's service options include:

1.HomeSafe Standard: In-home medical alert system that can be used with or without a landline with their cellular version. The products you will receive with this system are the in-home communicator base unit and either the pendant or wristband (whichever you prefer). The monthly fee for the landline version will cost less than the cellular model. The backup battery will be charged for up to 30 hours in the case of a power outage.

2.HomeSafe with Fall Detection: Their HomeSafe Standard system includes fall detection. It can be used with or without a landline. When the system senses a fall, it will automatically send a help call to the monitoring center. Your system will include the same communicator base unit as the HomeSafe Standard, but with a fall detection pendant to be worn around your neck. You can choose the landline or cellular connection type when you order. They will take care of the cell connection option for you, so you won't receive a separate bill from the cellular provider. The backup battery will be charged for up to 30 hours in the case of a power outage.

3.On the Go: In-home and on-the-go system with automatic fall detection with no base station needed to set up. It is a single-piece wearable technology with two-way voice and GPS using five different location detection technologies. It comes with fall detection which Lifeline claims is the most proven fall detection technology on the U.S. market today. The system needs good coverage by AT&T's wireless network to function properly. Included in your purchase are the On the Go Mobile button, battery charger, and quick set-up guide. You can also wear the pendant in the shower or bath since the pendant is water-resistant. The pendant’s battery will last up to four days on one charge although it is recommended to charge it daily.

4. One the Go Mini: This new system has the same features as the On the Go above but with a lightweight, compact design.

5. Smartwatch: The Lifeline Smartwatch combines the safety features of the systems above, such as GPS tracking and built-in help button, along with fitness monitoring features such as a heart rate monitor and step tracking. The watch has an easy to read interface and is completely waterproof.

My Lifeline App: Offers subscribers and caregivers an easy way to manage their Lifeline account. This free mobile app simplifies tasks like contacting support, testing your medial alert system, updating your emergency contacts and more. You will get real-time notifications on your battery life status and can check GPS locations from your On the Go device, all within the app.

Lifeline Vs. Lifefone

Lifeline and Lifefone are both reputable medical alert companies that offer products designed to provide safety and peace of mind to seniors and individuals with medical conditions. Lifeline boasts a long-standing presence in the market and is known for its reliable and user-friendly medical alert systems. Their products typically include wearable devices with fall detection capabilities, enabling prompt emergency responses in case of accidents or health emergencies. On the other hand, Lifefone offers a range of medical alert systems with optional features such as medication reminders and activity monitoring. They pride themselves on excellent customer service and customizable packages to suit individual needs. While both companies are committed to ensuring the well-being of their customers, Lifefone's emphasis on personalization may appeal to those seeking tailored solutions. Ultimately, the choice between the two would depend on individual preferences and priorities.

Lifeline Cost & Fees

Lifeline pricing and monthly fees vary according to the medical alert package you choose. All packages have a setup fee which includes a $50 activation fee and a $49.95 programming fee.

Lifeline's monthly rates are slightly higher than other medical alert companies out there. We have seen some landline monthly rates go as low as $29.95 a month without any activation fees, but many times Lifeline has special offers that waive activation and shipping charges. We suggest calling or using the chat feature when purchasing for free shipping and no activation fee.

They also offer the My Lifeline App, a caregiving management service as a free add-on to all their subscribers. You can cancel anytime if you are not satisfied with their service. 

Cancellation Policy & Discounts

Equipment Features

Monitoring Center

Fall Detection, GPS, & Cellular Options

What We Like About Lifeline

Can Be Installed By Company - Although these systems are typically very easy to install yourself (see our Basic Installation & Set-Up video) your aging parent might find it convenient to have it professionally installed, especially if you live a long distance from your loved one. Keep in mind, you will be paying extra for this option vs. the self-installation. 

No Long-Term Contracts - Customers can pay month-to-month and do not have to commit to a long-term contract. 

Has Different Equipment Options - Lifeline's medical alert system has different consoles, medical alert pendants, and watch styles to choose from. We've broken down prices for the basic equipment as well as the different service options. 

Automatic Weekly Tests - The medical alert device's console will automatically test every week to the monitoring station. This means, if there is a problem with your connection or perhaps the console has become unplugged, Lifeline will alert the user to the problem, so they can resolve it quickly. Some companies offer no automatic call testing at all, so this is an added bonus. 

Automatic Fall Detection - Lifeline offers automatic fall detection as an add-on for their systems. If your aging loved one is at an increased risk of falling due to poor balance, problems with a foot, or a history of falls, or if you are afraid, they may fall and have no one there to help, having automatic fall detection is a great feature. If your loved one falls and cannot push their medical emergency button, the device will automatically call the monitoring center for help. Having quick access to emergency responders offers the subscriber safety and peace of mind.

Wireless Cellular Option - More and more people are dropping their land-line phone services to save money. Also, landlines are becoming less reliable in sending help conditions to the monitoring center. Lifeline offers a cellular medical alert system in case you are without traditional land-line phone service or just would like better reliability. This cell option is designed so that the medical alert system is more accessible in a variety of situations.

On the Go System - (formally GoSafe2) This is a premium system that offers protection while at home or on the go. It includes a fall detector, no-phone line mobile cellular capabilities, assisted GPS tracking along with other locating technologies, two-way voice communication, and a locating beacon.  With the On the Go system, no base station is needed.

My Lifeline Service - All Lifeline customers will receive free access to My Lifeline, Lifeline's caregiving app. You will be able to manage your loved one's care all within this new digital platform.

What We Dislike About Lifeline

No Activity Monitoring - Some medical alert companies offer a feature called activity monitoring. It allows you to know if your loved one has been active each day. The user must press a medical alert button once in every 24-hour period or more advanced systems use door contacts, motion sensors, and bed sensors to detect no or irregular activity patterns. Activity monitoring allows you peace of mind each day. Lifeline used to offer this service but does not offer it anymore, which is disappointing. 

Equipment Not All UL Listed - UL certifies, validates, tests, and inspects many products you use daily such as your coffee maker, hairdryer, microwave, and so on. Cheaper imports do not meet UL standards, which makes an important distinction.  It is a bit surprising that Lifeline did not have all their equipment listed by UL but instead chose ETL, which is less known here in the U.S but still is a highly regarded third-party listing service.

Some Pricing May Vary Depending on Where You Look or Call - Lifeline sells directly to consumers but also through a network of partners including in-home care service providers, assisted living facilities, health care professionals, and hospitals. Monthly fees may vary based on who you order your service through. We also found that when we spoke with Lifeline, that although there were activation fees and shipping costs, these fees could be waived so be sure to ask.

No Carbon Monoxide or Smoke Detection - Every home should be equipped with carbon monoxide and smoke alarms whether stand-alone or part of a system. Don't get carbon dioxide (CO2) confused with carbon monoxide (CO) detection. Carbon Dioxide detection is not typically needed in a home. Even though Lifeline does not carry these features, you should have these products installed or purchase them from your local hardware store or home center retailer. 

Monitoring Center is Not TMA Five Diamond Certified - Medical Alert Advice prefers for response centers to be TMA Five Diamond Certified. Not only does it ensure the operators are consistently trained, but they are also randomly inspected and committed to high levels of service. Currently, Lifeline does not carry this distinction.

No Medication Reminders - Some medical alert companies provide medication reminders that are personalized to the user. This can be a great resource for caregivers. 

Expensive Shipping and Activation Fees- Most medical alert companies have done away with pricey activation fees and in our opinion, $25 for shipping is steep. 

Frequently Asked Questions (FAQ)

Does AARP have a medical alert system?
AARP does not have a branded medical alert system, however, they do recommend medical alarms for seniors. Currently, AARP members save 15% on Lifeline and receive free activation and shipping.

Does Medicare cover the Lifeline medical alert?
Generally, no however there are some exceptions. Please visit our blog that explains Medicare and Medicaid options in detail.

Does Lifeline have automatic fall detection?
Yes. They offer this as an add on to their medical alert systems. 

What is the monthly cost of Lifeline?
The monthly cost of Lifeline’s HomeSafe system starts at $29.95 which is a bit higher than some of the medical alert system companies on the market.

Does Lifeline offer an Automatic Pill Dispenser or Medication Management System? 
No, this is no longer a direct-to-consumer product that they currently offer. Automatic pill dispenser services help to eliminate medication errors. These services can sometimes include an audio reminder and a push-button dispenser. When the subscriber hears a reminder from the system, they simply press a button and the dispenser will release the medicine at the programmed times. If a dose is missed, the dispenser will contact your designated person to check on your status. Medical Alert Advice finds these features very helpful for caregivers to monitor if the patient has taken their medication. Even if your medical alert company does not offer this feature with their packages, we highly suggest finding it as a stand-alone product elsewhere. 

Who can help with Philips Lifeline troubleshooting?
You can call customer service for Lifeline troubleshooting anytime Monday - Friday 8am-10pm EST and Saturday 8am - 6pm EST.

What Others Are Saying About Lifeline

Lifeline medical alert service has user reviews that can be submitted through their website for each one of their products. Although reviews that are displayed on a company's website tend to be biased or possibly filtered, we did see some honest feedback, with Lifeline's ratings mostly positive. 

During our search for Lifeline reviews, we found one user who complained that the On the Go wearable alert was bulky and uncomfortable to wear. Others on the site seem to be quite happy with the automatic fall detection feature and claim it saved their loved one's life. They are also grateful that the service has helped them feel more secure with their aging loved ones staying at home and how quickly they are put in touch with emergency services. 

Some Facebook users seem to be complaining about Lifeline's customer service department being slow or unresponsive. Other reoccurring complaints seem to be that their equipment is slow to ship or back-ordered, as well as having difficulties returning the equipment when they want to cancel. Two users claimed they have been trying to get a return label from Lifeline for weeks. 

Lifeline has been a Better Business Bureau Accredited company since 2002 and they currently have an A+ BBB rating. As of this review, there were 107 customer complaints on file.

Do We Suggest Lifeline?

Lifeline Systems is a pioneer in the medical alert industry. They were one of the first medical alert systems designed and built specifically for seniors. 

Their basic HomeSafe system works much the same way as others, but they have several more options and accessories to choose from. The flexibility of being able to use the system with or without a landline is a plus. Please note, the cellular HomeSafe system will cost more per month. You may have to purchase a voice extender if you live in a larger home and you have a landline system. We like the HomeSafe with fall detection option too, which detects falls automatically.

Currently, On the Go is the most complete service which combines fall detection with the option to use it out of home, at a competitive price. It utilizes the latest medical alert technology with its two-way voice feature and GPS plus three other location detection technologies. The new On the Go Mini is compact and lightweight making it an even better option. Currently, their Smartwatch offering is the most popular for good reason. It combines medical alert monitoring with traditional Smartwatch features. Their monitoring center is not TMA Five Diamond Certified and we do prefer companies that have this distinction.

During our call to Lifeline's customer service and sales call center, they put us on hold for a few minutes before connecting to a representative. Although we found their sales representative knowledgeable and friendly, they did not seem to have the best product knowledge and had to ask other departments for the information we were asking for. They did not ask for personal information or give us a hard sales pitch which was nice. We do suggest calling their customer service team to discuss any personalized options that you may not have thought about. They will be able to steer you in the right direction based on your needs. Be sure to ask if they can waive the activation or shipping fees with your order. They may be able to work with you on those fees. Lifeline’s website features a convenient chat option but you will have to provide some personal information if you want to utilize it. 

Lifeline has many great alert device features that are praised by the consumer reports buying guide too. Be sure to check out the Philips Lifeline online learning center for additional healthcare education. Lifeline's accessories and options may make an independent living that much easier and provide more peace of mind for loved ones. We also love their new My Lifeline app offering which is an add-on bonus to all subscribers. It makes checking in on the health and well-being of your loved one quick and easy. We think Lifeline is a great choice for seniors or any adults who may need medical alert monitoring services to extend their current lifestyle at home.

Although our experience with this company had these results, your experience may be different. If you're interested in this company's services, contact them to judge for yourself.

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