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Frequently Asked Question

General Questions

What is a Medical Alarm device?

It’s a pendant or bracelet that provides emergency assistance at the push of a button; doing so connects you with a trained operator, who sends emergency help to wherever you are.

Who should wear a Medical Alarm device?

A Medical Alert device is ideal for anyone who would like peace of mind by getting 24-hour protection in case of medical emergency—especially older Americans who live alone, who studies show are more likely to suffer a fall at home.

What should I look for in a medical alarm system?

Your medical alert system should be highly reliable, easy to use and install, UL-tested and come with battery backup in case of blackout. In addition, the company’s emergency response personnel should be trained, certified and available 24 hours a day. You get all of this and more with a Medical Alert system by Connect America.

What types of Medical Alarm devices are available?

We have various options for different lifestyles. For example, we have an at-home device, an on-the-go device for outside the home, and a device with fall detection technology. For a detailed comparison of these devices, click here.

How do Medical Alarm systems work?

It’s simple: You wear a Medical Alert button as a necklace or bracelet and, if you need emergency help, you push the button. The button then sends a signal to the base unit in your home, which connects to one of our trained emergency response operators. The operator contacts you through the amplified, two-way speaker in the base unit, assesses the situation, and sends appropriate emergency help.

What kind of emergency help do I get?

That depends of what kind of emergency you’re having. If it’s a minor situation, we can contact somebody (such as a neighbor or loved one) on your contact list and have them go to your house. For serious emergencies, we’ll immediately dispatch contact an ambulance, police station, or fire station, depending on what you need. In ALL situations, we stay in communication with you until help arrives.

Can I trust Medical Alarm systems?

Yes, since we stand behind our products with a 100% satisfaction guarantee and allow you to cancel at any time if you’re not satisfied. Plus, we’re a proud member of Medical Alert Monitoring Association (MAMA), have an A+ ranking with the Better Business Bureau, and have been endorsed by many organizations including The Arthritis Association and Good Housekeeping.

What components are included in the Connect America medical alarm system?
  • At-home system: You will receive a 2-Way speakerphone base unit and one water resistant transmitter button. This button can be worn on your wrist or around the neck. A phone cord is included to attach your base unit to the phone jack. A medical information card and step by step installation instructions are also included. Other products are available at additional costs upon request.
  • Mobile Alert system: You will receive a handheld mobile device, one water resistant transmitter button that can be worn on the wrist or around the neck, a carrying pouch, a charging cradle and power cord. You will also receive a medical information card and step by step installation instructions.
  • Alert 911 system: The Alert 911 needs no additional accessories.
Will the Medical Alarm system work in my area?

Yes, each of our systems works depending on the type of system.

  • At-home system: The Medical Alert will work in all 50 states, as well as Canada, Puerto Rico and the Virgin Islands, as long as a compatible phone line is present.
  • Mobile Alert system: As long as adequate AT&T cell phone coverage is available.
  • Alert 911 system: As long as any adequate cell phone coverage is available.
Where is your monitoring center located?

We actually have several ULC-listed, interlinked monitoring centers in the U.S. available to help 24 hours a day, 7 days a week. Our emergency centers are staffed by SIA-Certified Operators.

Do I need a special type of phone line?

No. Connect America will work in your house with any type of phone line, and we also have a system that works if you have no landline at all.

Are Medical Alarm systems waterproof?

Yes! Unfortunately, many falls happen in or around the shower or tub; with this top of mind, we made sure that our at-home devices can be worn in the tub or shower.

Can I use a Medical Alarm system if I don’t speak English?

Yes, our Response Center staff includes employees who are native speakers of languages other than English; in addition, our operators are trained to use the International Language Line for real time translation services in 140 languages. Contact us at 800-800-2537 for more details about the specific language you would need.

Is there a long-term commitment required?

No. For liability purposes, we do require a Monitoring Agreement to be signed. A non-refundable deposit is required prior to a Medical Alert system being shipped. This deposit is the equivalent to three months of monitoring. At the end of those 3 months, the Medical Alert service can be cancelled with no penalty; we just need 30 days advanced notice.

Does Medical Alarm charge an activation or installation fee?

Unlike other companies, we never charge such fees.

Billing Question

Is there a charge for making a payment by phone?

No. You may call us at 1-800-956-5400 and we can process your payment at no additional charge. For your convenience, we can also set up your account for automatic deduction from your credit card or bank account.

Why haven’t I received an invoice?

Your account may be set up to automatically deduct from your credit card or bank account. If you have a different mailing address than your physical address, please contact our Billing Department at 1-800-956-5400 or e-mail us at Billing@connectamerica.com in order to verify that the correct mailing address is on file. Please include your name, address, phone number and account number if you have it.

Do you accept Medicaid or Medicare?

Please contact your local Medicaid office or local Area Agency on Aging to determine if a program for this has been established in your area. Medicare does not cover our product or monitoring service.

When do I get invoiced?

nless a specific date was requested, credit card payments are processed on the 1st of the month and checking and savings account payments are processed on the 5th of the month. Invoices are mailed the first week of the month.

How do I get a receipt for insurance or taxes?

Please contact our Billing Department at 1-800-956-5400 or e-mail us at Billing@connectamerica.com. A Billing Representative will mail or email a copy to you. Please include your name, address and phone number in the request.

What are my payment options?

We accept MasterCard, Visa, Discover, American Express, as well as payment through checking and savings accounts.

Do I own the equipment?

No. The equipment is the property of Connect America and is leased to you while you subscribe to one of our services.

If I have a medical emergency and press the button, will it cost me money?

No, your monthly Medical Alert plan covers the cost of monitoring. Our Emergency Response Operators are trained to assess the situation and dispatch the appropriate authorities or other contacts as required. However, it should be noted that local emergency authorities may charge fees depending on the services required (such as an ambulance ride). Contact your local authorities for more information on potential costs for these services.

What is the cost of the unit if it’s lost or damaged?

If you have our Protection Plan, there’s NO cost to you if your unit’s lost or damaged. If you do not, the following charges apply:

  • The at-home system replacement cost is $350
  • The Mobile Alert replacement cost is $350
  • The Alert 911 replacement cost is $150
Can I make a payment on the Medical Alarm website?

Currently this option is not offered, but it will be in the near future. Please keep coming back to this website for updates.

How does the Medical Alarm service appear on my credit card or bank statement?

Charges will be shown on your credit card or bank statement as Connect America/MedicalAlert.com.

Are there any fees other than the monthly medical alarm monitoring charge?

The monthly medical alarm monitoring fee covers all monitoring related charges. There may be additional fees associated with a customer’s local emergency authority (such as ambulance rides). These fees are the responsibility of the customer. Contact your local emergency authorities for more information. Charges associated with shipping to return the unit at time of cancellation are the customer’s responsibility.