Lifeline Review 2023: Reliable Brand But Expensive Fall Detection

By Emily Breaux
Medically Reviewed by Christopher Norman, MSN, APRN, APHN-BC, GNP-BC
Fact Checked

• Lifeline medical alert systems are $29.95–$58.95 per month, depending on the package you choose.
• Fall detection is available for both landline and cellular at-home systems, and fall detection is bundled with the mobile system.
• Discounts are available for AARP members: 15% off monthly monitoring, free activation fee, and free shipping
• Lifeline covers all repairs and replacements since the equipment is rented instead of purchased.

Some people resist medical alert systems and view them as a symbol of dependence rather than independence. But, research shows that using a medical alert system and knowing help is only a button away can actually provide users a feeling of independence and security.¹

Lifeline (formerly Philips Lifeline) offers at-home and mobile medical alert systems for those who live alone or have health issues that require a 24/7 connection to a monitoring center.

In this review, our Reviews Team breaks down pricing, features, and potential drawbacks of the five medical alert system packages Lifeline offers.

Lifeline is the first North American company to develop and sell medical alert systems. The company was founded nearly 50 years ago by Andrew Dibner, a gerontologist who wanted to solve the problem many older adults faced: how to get immediate help after a fall or medical emergency.

Philips acquired Lifeline in 2006, changing the name to Philips Lifeline. “Philips” was dropped from its name when Connect America acquired the company in 2021. Many medical alert review sites still use Philips Lifeline and Lifeline interchangeably.

Lifeline continues to offer at-home and mobile medical alert systems for older adults and anyone needing immediate medical assistance.

Our Reviews Team spent more than 2,500 hours conducting in-depth research on medical alert systems. During our process, we:

• Engaged in ongoing independent research
• Consulted with licensed adult caregivers, doctors, and nurse practitioners who specialize in older adult care
• Mystery shopped 13 medical alert system brands
• Surveyed 1,000 medical alert system users
• Tested various medical alert systems
• Read hundreds of verified customer reviews from trusted third parties, such as Better Business Bureau (BBB) and Trustpilot

Read more about our medical alert systems review methodology.

Lifeline is one of the oldest, most well-known brands in the medical alert industry. Like many of the best medical alert systems, Lifeline offers at-home and on-the-go systems that connect to a 24/7 monitoring center. It is one of the only medical alert brands to offer an AARP medical alert discount.

Our Reviews Team did not test Lifeline during our medical alert system testing summit, but we plan to test the brand and update this review in the near future.

We conducted extensive mystery shopping, read online reviews, and spoke with customer service representatives to help you decide if Lifeline is right for you and your loved ones.

• Starting monthly fee: $29.95
• Device type: At-home
• Device range: Up to 800 feet
• Device dimensions:
  • Base station: 7 inches x 7 inches (length x width)
  • Help button: 1-inch diameter
• Device weight:
  • Base station: 3 pounds (lbs)
  • Help button: 0.5 ounces (oz)
• Connection type: Landline
• Battery life: Up to 30-hour backup battery

The HomeSafe Standard is an at-home system with a landline connection. At $29.95 per month, it’s the Lifeline package with the lowest starting monthly fee.

The HomeSafe Standard includes a base station and a wearable help button with an 800-foot connection range from the base station—about as long as two football fields.

While 800 feet is a longer connection range compared to ADT (300 feet) and MobileHelp (600 feet) landline medical alert systems, it’s shorter than Medical Guardian (1,300 feet), Lifefone (1,300 feet), and Bay Alarm Medical (1,000 feet).

When setting up your system, Lifeline walks you through a range test to check your help button’s connection to the base station throughout your home. After plugging in the base station, the button labeled “Reset” will blink to show the system is in testing mode. The base station will announce, “Begin the range test.”

After this verbal confirmation, you’ll press your help button from each room in your home. The base station will beep to confirm the help button is connected.

Our Review Team likes that Lifeline requires a help button range test, especially since most brands only require that you test the device itself and not its range.

Fall detection is not available with the HomeSafe Standard package. Check out the HomeSafe with AutoAlert package if you’re interested in a landline system that includes fall detection.

• Starting monthly fee: $43.95
• Device type: At-home
• Device range: Up to 800 feet
• Device dimensions:
  • Base station: 7” L x 7” W
  • Help button: 1” diameter
• Device weight:
  • Base station: 3 lbs
  • Help button: 0.5 oz
• Connection type: AT&T cellular
• Battery life: Up to 30-hour backup battery

The HomeSafe Standard medical alert system is also available with a cellular connection for $43.95 per month, meaning the base station connects to the monitoring center using the AT&T cellular network instead of a landline connection.

Although this system is almost $15 more than the landline system, the only main differences are the design and connection type. This HomeSafe Standard package has a more modern, minimalist base station design compared to the landline system.

Most at-home systems with cellular connection have a longer range than the landline connection, which helps justify the higher price, but the connection range for both the landline and cellular Lifeline HomeSafe Standard system is 800 feet.

If you’re looking for a basic at-home system without fall detection and you have an active landline connection, our Reviews Team recommends purchasing the HomeSafe Standard with landline connection instead of the cellular package to save nearly $15 per month.

Like the HomeSafe Standard landline system, fall detection is not available with the HomeSafe Standard cellular system. Check out the HomeSafe with AutoAlert package if you’re interested in an at-home cellular system that includes fall detection.

• Starting monthly fee: $44.95
• Device type: At-home
• Device range: Up to 800 feet
• Device dimensions:
  • Base station: 7” L x 7” W
  • Fall detection button: 2” L x 1” W
• Device weight:
  • Base station: 3 lbs
  • Fall detection button: 1.5 oz
• Connection type: Landline
• Battery life: Up to 30-hour backup battery

Lifeline at-home systems with fall detection are known as HomeSafe with AutoAlert.

Fall detection is available with both the landline and cellular HomeSafe packages.

The HomeSafe with AutoAlert landline system includes a base station (800-foot range) and a fall detection necklace ⓘA fall detection necklace has a built-in sensor that detects downward motion. It automatically contacts the monitoring center if it detects a fall, even if the user didn’t press the help button.. Unlike the HomeSafe Standard help button necklace, the AutoAlert fall detection necklace has built-in technology to help detect falls.

Lifeline AutoAlert technology uses three features to detect falls:

• Accelerometers to detect movement
• Barometric sensors to measure changes in air pressure
• An algorithm that is able to distinguish between real and false falls

We like that there is a 30-second waiting period between the necklace detecting a fall and contacting the monitoring center. The necklace will cancel the call if it senses the wearer has stood up within 30 seconds of the fall.

The HomeSafe with AutoAlert landline system is $44.95 per month, which breaks down to an additional $15 per month for fall detection. Most medical alert brands charge $10 per month for fall detection.

• Starting monthly fee: $58.95
• Device type: At-home
• Device range: Up to 800 feet
• Device dimensions:
  • Base station: 7” L x 7” W
  • Fall detection button: 2” L x 1” W
• Device weight:
  • Base station: 3 lbs
  • Fall detection button:1.5 oz
• Connection type: AT&T cellular
• Battery life: Up to 30-hour backup battery

This HomeSafe With AutoAlert medical alert system package is also available with cellular connection. Like the HomeSafe Standard packages, the only differences between the two at-home fall detection systems are the base station design and connection type.

Fall detection is bundled into the package’s monthly price and breaks down to an additional $15 per month compared to the HomeSafe Standard with cellular connection. As stated above, this is higher than the average monthly cost for fall detection.

Keep in mind that fall detection is not designed to prevent falls, but getting immediate assistance after a fall can decrease the chance of injuries resulting from a “long lie ⓘA long lie occurs when a person falls and is unable to get up from the floor for an hour or more. Long lies have been associated with several types of long-term health complications..”

• Starting monthly fee: $49.95
• Device type: On-the-go
• Device range: Anywhere with AT&T cellular service
• Device dimensions: 1 ¾” W x 2 ¾” H
• Device weight: 2 oz
• Connection type: AT&T cellular, GPS
• Battery life: Up to four days

The On the Go Lifeline medical alert system system is for users who enjoy frequent, independent activities outside their homes. Skip the at-home system’s 800-foot range limitation—as long as the On the Go is connected to AT&T cellular service, you’ll be able to contact the monitoring center from anywhere by pressing the large gray help button.

Our Reviews Team likes the simple setup process:

1. Place the On the Go system in the charging cradle.
2. Wait until the red light turns green to indicate the system is fully charged.
3. Press the help button to test your connection to the monitoring center.

The device is about the size of a pager and can be worn around your neck or tucked into your pocket or purse. When you contact the monitoring center, you’ll use On the Go’s two-way speaker to talk with a monitoring staff member.

Most mobile medical alert systems use GPS tracking to dispatch emergency services directly to the user’s location. Lifeline claims its On the Go system has five location technologies, including advanced GPS, for more accurate location tracking.

Fall detection is automatically included with the On the Go system and does not carry an additional monthly charge. Consider purchasing the On the Go package if you’d like a cellular at-home system with fall detection—this package is $10 less than the HomeSafe with AutoAlert and can also be used as an at-home medical alert system.

Most at-home medical alert systems cost about $20–$30 per month, making Lifeline HomeSafe systems more expensive than the average at-home system (excluding the landline HomeSafe Standard).

You’ll also need to factor the one-time activation fee ($50 or $99.95) and $29.95 shipping fee into your budget on top of the monthly fee. Even if you choose the lowest-priced Lifeline package, you’ll still pay $109.90 at checkout.

By comparison, the total cost for the Bay Alarm Medical SOS Home landline system (including a $12 shipping fee) at checkout is $36.95, while the Medical Guardian Classic Guardian landline system plus shipping is $42.45 at checkout.

Both Bay Alarm Medical and Medical Guardian landline systems also have longer base station ranges than Lifeline: 1,000 feet and 1,300 feet, respectively.

Fortunately, On the Go’s monthly cost and activation fee are comparable to most mobile medical alert systems.

Insurance coverage and discounts

Medical alert system costs can add up quickly, but insurance coverage, discounts, and other resources may be available to help with costs.

• Medicare coverage: Lifeline medical alert systems are not covered by Traditional Medicare (Part A and B), but some Medicare Advantage plans (Part C) may cover partial or full costs. Check your coverage details with your insurance provider, since Medicare Advantage coverage varies by state.
• FSA or HSA funds: Another option is using money from a flexible spending account (FSA) or health savings account (HSA) to pay for a medical alert system. These accounts allow you to set aside money before taxes to pay for medical expenses and are often available through an employer.
• AARP discounts: AARP members are eligible for 15% off monthly monitoring services, free shipping, and free activation for Lifeline medical alert systems. Depending on which Lifeline system you choose, the AARP discount can save you $80–$100 or more. This is an excellent deal considering an AARP membership is $16 per year and available for anyone 50 years or older.

Interested in other resources to help with medical alert system costs? Use NCOA’s Benefits CheckUp tool to search programs that may be available in your community.

You can purchase a Lifeline medical alert system over the phone or online. A sales representative told us that ordering your system online involves an extra confirmation call from a sales representative before the company will ship it. You can skip this step if you order over the phone.

We also confirmed with the sales representative that there is a 30-day trial period, beginning on the date of purchase. The original shipment box includes a return label so you can send the equipment back at no cost, but you must call the company to cancel your subscription before returning your equipment and receiving a refund.

When we asked about warranties, a sales representative told us that everything is covered by the company since you are renting the equipment. Our Reviews Team asked if Lifeline would still replace or repair the equipment after a user has had it for over a year, and the representative told us that they would still cover all repairs.

Lifeline offers the following accessories and services:

• Key lockbox: Add a lockbox ⓘTypically attached to the outside of your home, a medical alert lockbox is a common add-on accessory that stores a house key, giving emergency responders access to the home. to any order for a one-time $29.95 fee.

• Professional installation: For $99, an installation specialist will deliver and install the system in your home. The $29.95 shipping fee will be waived if you choose professional installation.
• Voice extension: This is an extra two-way speaker that allows you to talk to a monitoring center agent if you’re not near your base station. The voice extension speaker is available for all HomeSafe packages for $10 per month and is great for users who live in large or two-story homes.

Lifeline Cares app

The Lifeline Cares app serves as a hub for caregivers. Loved ones can share user wellness updates, handle account information, track emergency calls, and more with the free app or online portal. It is available for download in the App Store or Google Play.

You need to purchase a Lifeline subscription to create an account. Once the primary caregiver creates an account, family and friends can be invited into the user’s “care circle.”

One of our favorite features of the Lifeline app is note updates. Caregivers can share notes with the entire care circle about the following topics:

• Mobility
• Comfort
• Memory
• Nutrition
• Social
• General Health

For example, a caregiver may send a message labeled “Nutrition” and rate their loved one’s recent eating habits with a custom note to add more context for all care circle members.

Caregivers will also see a summary of the user’s Lifeline activity, such as calls to the monitoring center, accidental calls, and test calls. If the user contacts Lifeline for an emergency, caregivers will be notified in real-time.

Our Reviews Team had a very positive experience when contacting Lifeline customer service. Our representative was kind and knowledgeable, and they answered all of our questions without pressuring us to order a system.

The representative also mentioned that their family member was a Lifeline user, and drew from their experience using the system when answering some of our questions. We thought this was a nice personal touch.

You can contact Lifeline customer service over the phone at 855-681-5351 or by submitting an online form.

Customer service representatives are available during the following times:

• Monday through Friday, 8 a.m. to 8 p.m. ET
• Saturday 9 a.m. to 6 p.m. ET

The Lifeline website is simple and easy to navigate, with packages divided by Home System and Mobile System in the top navigation bar.

All HomeSafe systems are listed on the same page—you’ll toggle between the different packages by choosing the connection type you want and whether you’d like to include fall detection (AutoAlert).

Lifeline does not have many third-party online reviews. The company has a 1.46 out of five stars on Better Business Bureau (BBB) based on 13 reviews. Lifeline is accredited by the BBB, meaning it works to resolve customer complaints.

The majority of negative Lifeline customer reviews touched on poor customer service, issues with receiving return labels and packages, and not getting mailed a new help button after the original had died.

Other reviewers reported billing issues and defective fall detection.

Lifeline is a reliable medical alert system with standard packages, but there aren’t many features that differentiate it from other medical alert systems. Lifeline also doesn’t offer a medical alert smartwatch, which may be a dealbreaker for some shoppers.

At $29.95 per month, we recommend the HomeSafe Standard landline system as the most affordable option, especially since the at-home cellular system is almost $15 more per month but keeps the same 800-foot range.

Consider the On the Go system if you don’t have an active landline connection in your home. For $49.95 per month, you can contact the monitoring center from anywhere that has AT&T cellular service, and fall detection is automatically included with the subscription. By comparison, the HomeSafe With AutoAlert (cellular connection) system is $58.95 per month and does not have the option for coverage away from home, while the On the Go system can easily be both your at home and on-the-go medical alert system.

The brand’s biggest standout is its extensive industry experience and AARP discount. While this may be important to some shoppers, it may not justify the higher prices and extra fees compared to other popular brands like Medical Guardian, Bay Alarm Medical, and ADT.

1. Stokke, Randi. The Personal Emergency Response System as a Technology Innovation in Primary Health Care Services: An Integrative Review. Journal of Medical Internet Research. July 2016. Found on the internet at https://www.jmir.org/2016/7/e187/
2. Gjoreski, Martin, et al. How Accurately Can Your Wrist Device Recognize Daily Activities and Detect Falls? Sensors. June 2016. Found on the internet at https://www.mdpi.com/1424-8220/16/6/800