Lifeline medical alert review 2024: tested by experts  

Written by Emily Breaux, Fortune Recommends Writer

How we test

Our team has tested more than 30 medical alert systems, including Lifeline. During testing, we evaluate each device’s setup, ease of use, monitoring center response time, fall detection accuracy, reliability, and customer service experience.

Learn more

Trusted experts

We tapped Dr. Heidi Moawad to review this story for medical accuracy and clarity, using her years of experience as a neurologist as a guide. Also involved in the creation of this story was Krista Manning, who provided fact-checking using her many years as a medical fact-checker.  

View How we test ›

Lifeline medical alert systems were created in 1974 by gerontologist Andrew Dibner. Lifeline is one of the oldest medical alert companies in the industry, and its devices have gone through many updates in the past 50 years. In 2021, Connect America^® purchased Lifeline. (1) Today, Lifeline offers at-home and mobile systems and a medical alert smartwatch. 

Lifeline’s base prices and additional fees are higher than those of many of the best medical alert systems. However, its devices are reliable and well-made, and AARP members receive a 15% discount.

Our picks for the best Lifeline medical alert systems

• Lifeline On the Go
• Lifeline HomeSafe Landline
• Lifeline HomeSafe Cellular
• Lifeline On the Go Mini 
• Lifeline Smartwatch

Compare Lifeline medical alert systems

Lifeline On the Go overview

The Lifeline On the Go is a medical alert necklace that works anywhere with cellular service, so you can use it inside and outside your home. You can also wear the water-resistant necklace in the shower, exercising, and in the rain—it just can’t be submerged in water. (2) 

The device’s help button is labeled with Braille, a thoughtful and helpful accessibility feature for those with low vision. 

Setting up and testing the On the Go

The On the Go has only one button, so our testers assumed the device would be simple to set up and use. However, that was not our experience. According to the manual, the alert system should verbally prompt users through the setup, but our testers didn’t receive a prompt. 

When our testers called customer service to troubleshoot, the representative said they needed to press and hold the help button for two seconds to begin the setup process. Our testers say they were frustrated because that information wasn’t in the user manual.

When our testers placed a test call, they initially had issues connecting with the monitoring center. 

After speaking with another customer service representative about our connection issues, we learned the monitoring center may have blocked our calls because we made so many in a short time. While this was frustrating for our testers, this shouldn’t be an issue for most users.  

We also like to test the monitoring center’s GPS location accuracy. To do this, we call the monitoring center and ask for the location of the Lifeline device. We did this three times. The monitoring center agent correctly verified our location during the first two calls, but on the third call, they said we were 6.5 miles from our actual location. This is a significant and alarming distance, especially during an emergency when an agent is responsible for dispatching EMS and first responders to you.

Fall detection performance 

According to Lifeline, its fall detection technology has three main features (3): 

• Accelerometers that detect a change in acceleration.  
• Barometric sensors detect a change in height and atmospheric pressure, such as distinguishing between standing and lying on the ground. 
• An algorithm that helps distinguish between real falls and false alarms. 

Although the multi-factor fall detection technology is impressive, we’re disappointed On the Go’s system only detected 50% of our test falls. When the Lifeline necklace did detect a fall, it took just three seconds to initiate a call to the monitoring center. This is one of the fastest sensor responses of the fall detection devices we’ve tested. 

Our testers had multiple false alarms when handling the alert system. You can cancel the call by holding the help button, but false alarms may discourage users from wearing the necklace. In one study, false alarms were a major complaint of older adults using fall detection devices. (4) 

Charging the device 

We like that On the Go provides both verbal and visual cues when the medical alert system’s battery is low. This is especially helpful for users who are hearing impaired. As a red LED light flashes, the device says, “Your device battery is low. For your protection, please place your device on the charger now.” The light turns solid red, and another announcement is made when the device is placed in the magnetic charging cradle. The light turns green once the device is fully charged. 

The On the Go takes two to three hours to charge fully, according to its user manual. We recommend charging the device near your bedside at night, so it’s fully charged each day. If you get up in the middle of the night, wear the mobile device around your neck in case there’s an emergency. 

My Lifeline Mobile App 

The My Lifeline mobile app replaced the previous Lifeline Cares app. The new app wasn’t available when we tested Lifeline, but it’s available now. The app is free to download and available for iOS and Android devices. 

My Lifeline offers the following features: 

• Manage emergency contacts 
• Check the at-home or mobile system’s battery status
• Push notifications during emergencies
• Real-time location tracking (mobile systems only) 

What customers are saying

Lifeline has a 4.2- out of 5-star rating on Trustpilot. The company responds to positive and negative reviews, but it’s a templated response asking users to contact customer service. Positive reviews praise the responsiveness of the monitoring center, device setup, charging process, and the sense of security the medic alert system brings. Many reviewers say their Lifeline device helped them after a fall or medical emergency. 

Negative reviewers say the Lifeline necklace is overly sensitive, while some complain it doesn’t register falls. “I have had many false alerts. I also have had periods when pressing the button did not activate a call,” says one reviewer named “NLE.”

Other reviewers had issues with billing, returns, or activating the device. Multiple caregivers reported not being notified when an ambulance was sent to their loved one’s home. 

Who Lifeline On the Go is recommended for:

Shopping for a medical alert system for yourself or a loved one can be a challenging and emotional process. If you’re a caregiver looking for a medical alert system, help empower your loved one by involving them in the process. We think Lifeline On the Go is right for:

• Older adults with an active lifestyle: On the Go goes wherever you go. With cellular service, you’ll stay connected to the monitoring center anywhere, so you can enjoy activities outside your home, knowing help is a button push away. 
• Those at risk of falling: We recommend On the Go if you are at risk of falling due to mobility or gait issues, a history of falls, poor vision, or taking four or more medications. (5)
• Users prone to wandering: Loved ones can monitor the user’s location anytime via the My Lifeline mobile app. This is a helpful feature for adults prone to wandering due to dementia or Alzheimer’s. (6) Don’t rely on GPS tracking or medical alert monitoring if your loved one is entering the later stages of dementia or Alzheimer’s; they’ll require more specialized care. (7)  

Build callout box: Most people associate medical alert systems with medical emergencies, but you can contact the monitoring center for emergency and non-medical emergency situations, such as a fire, home intrusion, or being locked out of your home. 

Who Lifeline On the Go is not recommended for:

• Shoppers on a budget: Lifeline’s monitoring and fall detection fees are higher than most of its competitors. On the Go monitoring with fall detection costs $60 per month. Each device also has a $99.95 setup fee and a $29.95 shipping fee. 
• Those only needing at-home monitoring, if you don’t drive independently or leave the house unless accompanied by a caregiver, we recommend Lifeline HomeSafe. The at-home system offers an 800-foot range, is compatible with landline or cellular service, and is $10–$15 less per month compared to the On the Go. 
• Anyone who prefers a medical alert bracelet or smartwatch: Some may prefer wearing a medical alert watch instead of a lanyard. If you’d prefer a device you can wear on your wrist, we recommend the Lifeline Smartwatch.   

Build callout box: Lifeline offers a quick product selection quiz to help you decide which device is best for you. We like that you receive a recommendation without submitting personal information, such as your email address or phone number. 

How we rated the Lifeline On the Go 

During our Lifeline review and firsthand testing, we evaluated On the Go in the following categories:

Warranties and policies

You can purchase Lifeline medical alert systems online or by calling 855-681-5351. AARP members receive a 15% discount on monthly monitoring, free activation, and free shipping. (8) If you’re an AARP member, call Lifeline to receive the discount. 

Shipping

Lifeline’s shipping fee is $29.95. Most other medical alert companies charge $12–$15, and some offer free shipping. Lifeline also charges a one-time $99.95 setup fee. These costs add an extra $130 to your purchase, which may not be within everyone’s budget. 

Free shipping and a lockbox are available with an annual subscription. 

Trial period and return policy

Lifeline offers a 30-day trial period, which begins the day you purchase the equipment, not when you receive it. If you want to cancel your subscription, you must call customer service and return your equipment to receive a refund. You don’t have to pay return shipping costs—Lifeline includes a return shipping label with your original package. Lifeline charges a $50 restocking fee if your equipment is returned damaged or not properly packaged. 

Warranty 

Lifeline’s On the Go necklace has a one-year manufacturer warranty. (9) It covers defective equipment for up to a year. A protection plan from lost or damaged equipment costs $6.95 a month and covers a one-time replacement for your primary device and up to two help buttons each year. 

Specs