What to Ask Before You Sign Up for a Medical Alert System

Ask about the contract length and cancellation terms before you commit

Medical alert contracts vary widely in how long you're locked in and what it costs to leave early. Some companies require a one-year commitment with a cancellation fee if you exit before that time ends. Others offer month-to-month service with no penalty. A few charge a setup or activation fee on top of the monthly cost, and some waive that fee if you commit to a longer contract.

Before you sign, ask the company directly: How long is the contract? What happens if you cancel in month three, or month six? Is there a cancellation fee, and if so, how much? Some companies will tell you the fee decreases over time — for example, $200 in the first three months, then $100 after that. Write down the exact terms they give you, because the contract you sign should match what they told you on the phone.

Also ask whether the company will let you pause service instead of canceling — for example, if you're going into the hospital for a month or moving temporarily. A few companies offer this option at no cost, while others charge a small monthly fee to keep your account active without paying for the full service.

Key Takeaways

• Ask about the contract length, cancellation fees, and whether you can pause service instead of canceling outright.
• Find out what the actual monthly cost is, including any setup fees, taxes, or charges for extra features like fall detection or GPS.
• Confirm which device the company will send you, whether it works at home only or everywhere you go, and what happens if the device breaks or gets lost.
• Ask who responds when you press the button — whether it's a live person, how long they typically take to answer, and what they do if you don't respond to them.
• Request the company's contact information for billing questions and technical support, and ask what hours they're available.

Understand the full monthly cost, not just the advertised price

The price you see advertised is often not the price you'll pay. Many companies quote a base monthly fee but add charges for things that sound like they should be included. Ask the company to list every charge that will appear on your bill: the base monitoring fee, any setup or activation fee, taxes, and fees for optional features like fall detection, GPS tracking, or a second device.

Some companies charge a one-time setup fee of $50 to $100 that appears on your first bill. Others roll it into the first month's payment. Ask whether this fee is waived if you sign a longer contract — some companies use this as an incentive. Also ask whether the price you're quoted includes sales tax or whether tax will be added at checkout.

If the company offers optional features like fall detection (a sensor that detects if you've fallen) or GPS tracking (so the dispatcher knows where you are), ask what each one costs per month. Some add $10 to $15 monthly; others bundle them into a higher base price. Write down the total you'll actually pay each month, including every add-on you want, so you can compare it to other companies.

Confirm what device you're getting and how it works

Medical alert systems come in different forms: a wearable pendant or wristband you wear on your body, a stationary device that sits on a table or nightstand, or a smartphone app. Ask the company which device they'll send you and whether you can choose. Some companies send a pendant by default but let you request a wristband instead. Others offer only one option.

Ask whether the device works only at home or whether it works everywhere you go. A stationary device typically works only within range of your home's internet or phone line, so it won't help you if you fall in the grocery store. A wearable device with cellular service works anywhere, but it costs more. A smartphone app works wherever you have cell service or WiFi, but it requires you to have a smartphone and to remember to carry it.

Also ask what happens if the device breaks, gets lost, or stops working. Some companies replace a broken device for free; others charge a replacement fee of $50 to $100. Ask whether the company will send you a loaner device while yours is being repaired, and how long repairs typically take. If you're paying for a service that doesn't work, you want to know upfront whether you'll be without protection while it's being fixed.

Ask who responds when you press the button and how fast

When you press the alert button, a dispatcher should respond. Ask the company whether a live person answers or whether you get an automated system first. Most companies connect you to a live dispatcher, but the time it takes varies. Some answer within 30 seconds; others may take a few minutes during busy times. Ask what the company's average response time is, and whether they may provide a response within a certain number of seconds.

Ask what happens if you press the button but don't respond when the dispatcher calls. The dispatcher will try to reach a family member or emergency contact you've listed. Ask how many times they'll try to reach you before they call 911. Some companies call 911 immediately if you don't respond; others try your emergency contacts first. This matters because if you've fallen and can't speak, you want emergency responders to arrive quickly.

Also ask whether the dispatcher has access to your medical history or medications. Some companies let you upload this information to your account so the dispatcher can tell the paramedics what conditions you have or what drugs you take. Others don't offer this feature. If you have serious health conditions, this could be important information for the people responding to your emergency.

Find out what happens if you move or travel

If you have a stationary device that works through your home phone line or internet, ask what happens if you move to a new house or apartment. You'll need to set up the device at the new address, and the company may charge a fee to transfer your service. Ask whether there's a transfer fee and how long the process takes.

If you travel frequently or spend time in multiple homes, ask whether your device will work in all those locations. A wearable device with cellular service works anywhere in the country, but a stationary device or one that relies on your home internet won't. Some companies offer a travel mode or a second device for your second home. Ask what options they have and what they cost.

Also ask what happens if you travel outside the country. Most U.S. medical alert companies don't monitor outside the U.S., so your service may not work if you're in Canada or Europe. If you travel internationally, ask whether the company has partnerships with monitoring centers in other countries or whether you'll need to pause your service while you're away.

Get the company's contact information for support and billing

Before you sign, ask for the phone number and email address for customer support and billing questions. Ask what hours they're available — some companies have 24/7 support, while others are available only during business hours. If you have a problem with your device or your bill, you want to know how to reach someone and when.

Ask whether the company has a website where you can manage your account, update your emergency contacts, or view your billing history. Some companies make this easy; others require you to call. If you prefer to handle things online, this matters.

Also ask whether the company will send you a written copy of your contract and service agreement. You should have this in writing so you can refer back to it if there's a dispute about what was promised. If the company won't provide a written contract, that's a red flag.

Ask about the company's monitoring center and where it's located

The dispatcher who answers your call works at a monitoring center. Ask the company where their monitoring center is located — whether it's in the U.S. or overseas. Some companies operate their own centers; others contract with a third-party center. Ask whether the center is staffed 24/7 or only during certain hours.

If the company uses a third-party monitoring center, ask what happens if that center closes or goes out of business. Some companies have backup centers; others don't. This matters because if your monitoring center shuts down, you could lose service with no warning.

You can also ask whether the company is accredited by the Underwriters Laboratories (UL), which sets standards for medical alert monitoring. UL accreditation means the company has met certain standards for response time and reliability, though it's not a may provide of quality. Not all companies are UL-accredited, but if they are, it's worth noting.

Frequently Asked Questions

Can I cancel anytime, or am I locked into a contract?

It depends on the company. Some offer month-to-month service with no contract, while others require a one-year or two-year commitment with a cancellation fee if you leave early. Ask the specific company you're considering what their contract terms are. Write down the exact cancellation fee and how long you're committed before you sign.

What if I don't like the device they send me?

Ask the company's return policy before you order. Some companies let you return the device within 30 days for a refund if you're not satisfied, though they may keep a restocking fee. Others don't offer returns at all. If you want to try the service before committing, look for a company that offers a trial period or a money-back may provide.

Do I need a landline or internet connection for the device to work?

It depends on the type of device. Stationary devices usually need either a landline or a broadband internet connection to communicate with the monitoring center. Wearable devices with cellular service don't need either — they work on their own cellular network. Ask the company which type of connection their device requires and whether you have that available in your home.

What if I have a smartphone — can I just use an app instead?

Some companies offer smartphone apps as an alternative to a wearable device, and they're usually cheaper. However, an app only works if you have your phone with you and if it's charged. If you fall and your phone is in another room, the app won't help. Ask the company whether an app is available and whether it's monitored the same way as a wearable device.

Will my insurance cover the cost?

Most health insurance plans don't cover medical alert systems, though some Medicare Advantage plans may offer them as a supplemental benefit. Ask your insurance company whether they cover medical alert services. If they do, ask which companies they work with and whether you have to use one of their approved providers. You can also ask the medical alert company whether they work with any insurance plans.