Frequently Asked Questions

Every 11 seconds, an older adult is treated in the emergency room for a fall; every 19 minutes, an older adult dies from a fall.

Top 10 Questions | General Questions | Service Questions | Equipment Questions | Billing Questions

Top 10 Questions

s1. What if I’m not absolutely happy with my Urgent Medical Alert system?

If you are not happy, we do not want you to keep it. To cancel, you may contact customer service at any time for instructions on returning your system.

2. What type of agreement do I have to sign?

There is a monitoring agreement that outlines what type of medical alert service we will provide.

3. Does the system work anywhere in the United States?

Yes!

4. What are my billing options?

You can choose to pay Urgent Medical Alert monthly for service. Urgent Medical Alert accepts Visa, Mastercard, Discover and American Express. Electronic Funds Transfer (EFT) is also available for your convenience.

5.Is there a lot of equipment involved?

No. Urgent Medical Alert is very easy to set up and use. The system consists of your help button and emergency console.

6. I want Urgent Medical Alert for my mom and dad who live together – do I pay two monitoring fees?

Yes. You simply pay two seperate monitoring fees.

7. Can my Urgent Medical Alert system be moved if I move?

Of course! Simply call customer service at (866) 795-4495 and let us know what your new address and phone number will be.

8. How will emergency personnel gain access to my home?

Should we have to contact medical personnel, we will also contact any friends / neighbors / family members on your contact list that have a key to meet the medical responders and open your door.

If you are concerned about your contact people not being there in time, we recommend ordering a Urgent Medical Alert Lock Box. The Care Specialist will provide the lock box key door combination to the responding medical personnel allowing them to gain access to your home without doing damage.

9. What is the average response time?

The average response time is approximately 20 seconds. We encourage you to test your system monthly at which time you will be able to see how quickly we respond.

10. What system repair/replacement service is provided with the Urgent Medical Alert system?

Urgent Medical Alert is responsible for all replacement of faulty equipment, including battery replacements. There is no extra cost for this.

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General Questions

How will emergency personnel gain access to my home?

Should we have to contact medical personnel, we will also contact any friends / neighbors / family members on your contact list that have a key to meet the medical responders and open your door. If you are concerned about your contact people not being there in time, we recommend ordering a Urgent Medical Alert Lock Box. The Care Specialist will provide the lock box key door combination to the responding medical personnel allowing them to gain access to your home without doing damage.

What if I lose power?

Your Urgent Medical Alert system has a backup battery that maintains the system when there is a power outage. This battery is designed to last up to 32 hours in emergency conditions. Once power has been restored, the battery will self-charge.

How long will it take to receive my Urgent Medical Alert system?

Simply place your order online or call us. We will rush your Urgent Medical Alert system to you using expedited shipping services by UPS at no cost to you. All orders placed prior to 3PM EST will be processed the same day and based on your location and method of payment you will receive it in 1-2 weeks.

How can I change the information that I originally gave Urgent Medical Alert (ie. phone numbers, responder list, etc)?

Simply call customer service toll-free at (800) 998-2400 and give us your new information so that we can update your account.

What if I’m not absolutely happy with Urgent Medical Alert?

If you are not happy, we do not want you to keep it. To cancel, you may contact customer service at any time for instructions on returning your system.

What are your Customer Service hours?

You can contact us at any time at1-866-795-4495 for customer service questions. We are here 24 hours a day, 7 days a week, 365 days a year.

Can my Urgent Medical Alert system be moved if I move?

Of course! Simply call customer service at 1-866-795-4495 and let us know what your new address and phone number will be.

How do I return my Urgent Medical Alert system when I no longer require it?

Save the box that Urgent Medical Alert system came in when we shipped it to you. In order to cancel your account, you send back your medical alert device to Urgent Medical Alert.

What kind of training do Urgent Medical Alert Care Specialists receive?

All Urgent Medical Alert personnel begin their education process with formal classroom training followed by mandatory examinations at the end of each module. This period is followed by practical application training under the guidance of CSAA Certified instructors.Following the new hire training process, all personnel are subject to performance reviews on a weekly basis for their first 3 months of service. Thereafter, all reviews are on a quarterly basis.

Does the system work anywhere in the United States?

Yes!
Service Questions

What is the average response time?

The average response time is approximately 20 seconds. We encourage you to test your system monthly at which time you will be able to see how quickly we respond.

Who am I reaching when I push my help button?

Your help signal is received in a matter of moments by our trained Care Specialists who are here to assist you 24/7.

How does Urgent Medical Alert protect me if I fall in my bathtub?

Because our help button is waterproof, it can be used when you are showering or taking a bath.

Will the United Medical Alert help button work outside of my home?

With a pendant range of up to 500 feet, Urgent Medical Alert may work immediately outside of your home. After system setup, you should test the system range throughout your dwelling and immediately outside to see where it is effective. We may not be able to communicate with you in certain locations, but when we receive your signal we will follow your predefined set of instructions.

Is the Urgent Medical Alert monitoring center available around the clock?

Yes. We are staffed at all times by highly skilled customer service representatives, Care Specialists and Supervisory / Technical staff. Call us anytime at (800) 998-2400.

What procedures are used to test the Urgent Medical Alert system?

All Urgent Medical Alert systems have a weekly check in built right in. This check in feature gives Urgent Medical Alert the ability to know that your system is communicating with the monitoring center. Urgent Medical Alert encourages you to perform a test of your system monthly as an additional confirmation that your system is functioning properly.

What type of information does a Care Specialist have access to?

Only the information that you have provided. They have access to such information as your address, best route to your home, medical response agencies, your contact list and any hidden key / lock box information.With the information you have provided, Urgent Medical Alert is able to contact the appropriate people in a timely fashion and give them this pertinent information, especially when every second is critical.

Who will know that I have an emergency?

Those that you have asked us to contact – such as your doctor, family, friends, neighbors, medical personnel, etc.

What if I press the help button by mistake?

Don’t worry if you accidentally press the button. You can either press the Clear button on your Urgent Medical Alert console or wait for a Care Specialist to come on the line and let them know you set the system off by mistake.

Will Urgent Medical Alert affect my telephone service?

No. Urgent Medical Alert has no affect on your phone service or bill. It only uses the phone line to dial when there is an emergency and briefly for its weekly check-in. These are toll-free calls which will not appear on your bill.

What if I am unable to speak when I press the Emergency button or help button?

If we are unable for any reason to talk to you, a Care Specialist will contact those you have pre-selected (local EMS, neighbors, relatives — whomever you choose).

Can I have Urgent Medical Alert installed at my parent’s home and have it billed to me?

Yes. In fact many of our customers have this arrangement.
Equipment Questions

Is there a lot of equipment involved?

No. Urgent Medical Alert is very easy to set up and use. The system consists of your help button and emergency console.

How long does the help button battery last?

The long life lithium battery will typically last up to 4 years with normal operation.

What system repair/replacement service is provided with the Urgent Medical Alert system?

Urgent Medical Alert is responsible for all replacement of faulty equipment, including battery replacements. There is no extra cost for this.

Will my help button break if I drop it?

No – your help button is extremely durable and can withstand a normal fall.
Billing Questions

What is the cost for service?

Your cost is as low as 99 cents a day.

What type of agreement do I have to sign?

There is a monitoring agreement that outlines what type of medical alert service we will provide.

Are there any other costs in addition to the monitoring fee?

No – unless you choose optional services.

What are my billing options?

United Medical Alert accepts Visa, Mastercard, Discover and American Express. Electronic Funds Transfer (EFT) is also available for your convenience.

I want Urgent Medical Alert for my mom and dad who live together – do I pay two monitoring fees?

No. You simply pay one monitoring fee plus an additional $3.99 per month for the extra help button.

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Call Us Anytime 24 Hours a Day – 7 Days a Week
1-866-795-4495