Answers To Common Medical Alert Questions

Medical Alert Services

Do I need a medical alert system?

Medical Guardian’s medical alert systems are perfect for people of any age who:
  • Are living alone, or are alone for long periods of time throughout the day
  • Have a medical condition that could require immediate medical attention, such a epilepsy, seizures, strokes, and heart conditions
  • Are recovering from a major surgery, a fall, heart attack, or hip replacement
  • Are hard of hearing and may struggle communicating with 911 in an emergency
  • Enjoy living in their own home
  • Want the freedom to keep living life the way they want to

Why do I need a medical alert device? Can’t I just use my cell phone to call 911 in an emergency?

A cell phone will not always be nearby in an emergency, making it an unreliable option when it comes to ensuring your safety. With a medical alert device, however, you can rest assured that you will always have access to help by wearing a discreet and lightweight button around your neck, wrist, or on a belt clip.

How much do Medical Guardian’s medical alert systems cost?

All of our medical alert systems are designed to fit any lifestyle and budget, which is why our prices start at less than $1/day. Plus, our wide range of billing cycles makes finding the best payment option easy.

Are Medical Guardian’s medical alert systems covered by Medicare?

No. The cost of medical alert systems is not covered by Medicare, but here at Medical Guardian, we pride ourselves in offering some of the most affordable products in the industry, in addition to a price-lock guarantee.

Where are Medical Guardian’s medical alert services available?

Our services are available in all 50 states. We also provide services in Puerto Rico and Canada, but device restrictions may apply.

Medical Alert Devices

Do I need a landline to use a Medical Guardian medical alert system?

No. While our Classic Guardian requires a landline telephone connection, we offer another home-based medical alert device, Home Guardian, and two mobile products, Mobile Guardian and Active Guardian, that use AT&T’s nationwide cellular network to contact our 24/7 monitoring center at no extra cost to you.

Do you have any medical alert systems with GPS?

Yes. If you want to ensure your safety both at home and on-the-go, our Mobile Guardian and Active Guardian products are enhanced with GPS capabilities, meaning that our monitoring center can send help no matter where you are. In addition to GPS, the Active Guardian is also WiFi-enabled.

What makes a WiFi-enabled portable medical alert device different?

As an upgrade to GPS location technologies, a WiFi-enabled device like the Active Guardian provides a much more accurate reading of your location by detecting WiFi hotspots around you. Not only is it more accurate than GPS, but it’s also faster, so your exact location is identified within seconds of pressing your emergency button.

What is fall detection, and do I need it?

A fall detection-enhanced system will automatically call for help should you experience a fall, even if you are unable to push your medical alert button. Our Life Safety Consultants typically recommend fall detection to those with health conditions like epilepsy, Parkinson’s disease, diabetes, and MS, or for those who simply want an extra layer of protection.

*Fall Detection does not detect 100% of falls. If Customer is able, Customer should press the help button in the event of an emergency. The 911 emergency services line is an alternative to the System and the Services. Fall Detection must be worn around the neck to allow for adequate detection of falls.

Do you have any personal emergency response systems with fall detection?

Yes. You have the option of ordering a fall alert pendant with our Classic Guardian, Home Guardian, and Family Guardian systems. Our all-in-one Active Guardian device can also come equipped with automatic fall detection.

Are Medical Guardian’s medical alert systems water-resistant?

Yes. All of Medical Guardian’s medical alert systems are highly water-resistant so you can wear them in the shower.

Can I wear my medical alert button while sleeping?

Yes. You can wear your medical alert necklace or wristband to bed. This ensures that you will be able to receive help should you ever need it.

Can I take my device with me when I go on vacation?

Yes. If you're going on vacation anywhere within the United States, you can bring your system with you. To make sure that we have your new address on file, please contact our Customer Care Team once you arrive.

Does my personal emergency response system have a warranty?

Yes. Should your system ever need to be replaced due to general wear and tear, we will happily send you a replacement. For even more peace of mind, our Protection Plan guarantees that you will never have to pay any out-of-pocket expenses for a lost, stolen, or damaged device.

How often should I test my device?

To ensure that there are no issues with your medical alert system, we recommend completing a test at least once a month. When you’re connected to our monitoring center, simply tell them that you are testing your device, and no dispatch will be made.

Why do I need a Lockbox?

With a Medical Guardian Lockbox, you don’t have to worry about the physical or financial damage that can come along with emergency responders breaking into your home in an emergency. You create your own four-digit code that we keep on file and only disclose in an emergency. Plus, we even offer a free LockBox with certain billing cycles.

Why do I need a wall-mounted button?

A wall-mounted button is an easy way to expand the protection in your home, especially in those areas where you might be prone to falls. Medical Guardian also offers voice-activated wall buttons so you can still receive help if you cannot reach the button.

Does Medical Guardian offer text or email alerts during an emergency?

Yes. With our Family Guardian senior monitoring device, you and your loved ones receive notifications directly to your email or smartphone when an emergency call has been sent to our monitoring center.

Emergency Monitoring Center

If your office hours are 9am-9pm EST, am I still protected outside of those hours?

Yes. Our monitoring center is open 24/7, so you can always use your Medical Guardian medical alert system to call for help, even on holidays.

Where is Medical Guardian’s monitoring center located?

Our monitoring center is located right here in the United States, so you never have to worry about experiencing any language barriers in an emergency.

What services can your monitoring center call?

Unlike other companies that provide medical alert services, Medical Guardian’s top-rated monitoring center provides both emergency and non-emergency services. This means that you can request EMTs, police, firefighters, or a member of your Care Circle, such as a family member or friend, to come and help you.

How many emergency contacts can I have in my Care Circle?

You can have up to four emergency contacts listed in your Care Circle. For each of your emergency contacts, you can have up to three numbers: a home, cell, and work number.

What if I am unable to speak with the operator in an emergency?

If you are unable to speak with the operator, don’t worry -- our highly-certified operators will follow the steps outlined in the Service Agreement and immediately dispatch emergency services to ensure that you receive the immediate help you need.

What if I speak a language other than English or Spanish? Will the monitoring center still be able to help me?

Yes. Simply notify our Customer Care Team of your native language, and our highly-certified operators will speak with you through a third-party translation service.

Why is a Underwriters’ Laboratories Certification important for a monitoring center?

For over 100 years, Underwriters’ Laboratories (UL) has been the leader in establishing the highest set of standards for safety and reliability. Time is the most critical factor in an emergency, and a UL Certification ensures that you get proper and immediate assistance when you use your medical alert system.

Why should a monitoring center be certified by The Monitoring Association’s Five-Diamond Central Station Program?

The Monitoring Association (TMA) has represented professional monitoring companies for more than 65 years. The TMA Five-Diamond Central Station Certification is awarded to monitoring centers that are committed to achieving excellence in the following 5 areas:
  • Exceeding quality criteria standards
  • Providing the highest level of customer service
  • Ensuring all operators are certified with the TMA training series
  • Raising the industry’s standards
  • Reducing false dispatches
Learn more about our monitoring center’s certifications.

Programs & Policies

What is the Service Agreement?

The Service Agreement authorizes Medical Guardian to respond properly in the event of an emergency. You receive two copies of the Service Agreement with your order: one to return to Medical Guardian in the pre-paid envelope we provide, and one to keep for your personal records. In order to receive the best protection possible, we ask that you return the Service Agreement within seven business days.

Does Medical Guardian provide a price-lock guarantee?

Yes. Unlike other companies in the medical alert industry, Medical Guardian provides a price-lock guarantee with all of our medical alert devices, which means that your rate will never increase.

Are there any equipment, activation, or cancellation fees I need to know about?

No. We do not charge any equipment, activation, or cancellation fees.

Do I have to sign any contracts to use Medical Guardian’s medical alert services?

No. Unlike many other companies that provide medical alert services, Medical Guardian does not require you to sign any long-term contracts.

What does Medical Guardian’s Protection Plan cover?

Replacing a lost, stolen, or damaged medical alert system could cost you up to $350, but with Medical Guardian’s Protection Plan, you can enjoy the peace of mind knowing that there will never be any out-of-pocket expenses. In addition to providing unlimited technical support and discounts on extra equipment, our Protection Plan also covers the cost of any needed repairs or replacements.

Please be aware when opting into the Protection Plan that you may be charged upfront for the cost of the Protection Plan depending on the billing cycle you choose.

What is Medical Guardian’s Refer-A-Friend program?

With our Refer-a-Friend program, you have the opportunity to refer anyone who you think would benefit from Medical Guardian’s life-saving service -- and earn up to $50 in the process. Speak with one of our Customer Care Specialists to learn more.

What can I access in the MyGuardian portal?

Using our secure and easy-to-use MyGuardian customer portal, you can do all of the following:
  • View account details
  • Track shipments
  • Update billing information
  • Download e-books
  • Download product User Manuals
  • Watch installation videos

What are Medical Guardian’s billing options?

For your convenience, we offer three billing options: monthly, quarterly, and annually. Not only can you change the billing term you’ve selected at any point, but certain billing cycles also come with free ground shipping, a free month of service, and a free Lockbox.

What are your shipping policies?

Medical Guardian offers three shipping options: overnight, second-day, and ground shipping. Please review our Shipping Policy for more information.

Will I receive a shipping confirmation email, and can I track my shipment?

Yes. Once your order has been processed, you will receive a shipping confirmation email that contains the tracking number. You can also use the MyGuardian portal to track your shipment.

What is Medical Guardian’s refund policy?

Unlike other providers, Medical Guardian does not charge any cancellation fees, and we even offer a 30-Day Money Back Guarantee. As long as you call us to cancel your service within 30 days of receiving your personal emergency response system and return it to us within 15 days after that, you will receive a full refund. We also provide prorated refunds for any unused months of service after the first 45 days that you receive your Medical Guardian medical alert system.

Have additional questions? That’s what we’re here for.

Give us a call.