Medical Alert Device User Guide

Whether you already have your device or want more information before ordering, you can learn about this benefit below.

How to start using your device 

When you get your device, activate it by calling LifeStation Customer Service at 1-800-998-2400. Phone hours are Monday–Friday, 5:00 a.m.–6:00 p.m., Saturday 6:00 a.m.–6:00 p.m. You can also call this number anytime you need technical support.

Then test your device by pressing the “help” button. You will hear the voice of a certified LifeStation dispatcher within about 20 seconds, and you can speak back to them. You should test your device once a month.

Be sure to fully charge your device for one hour using the charging cradle provided. 

• When the medallion needs to be recharged, it will make a sound. A full charge lasts three to five days. 
• When the smartwatch needs to be recharged, it will make a sound and show a message on the screen. A full charge lasts 18 to 24 hours.

What happens when you need help

If you need help, emergency responders will come to your home. In that case, LifeStation will also call the emergency contacts you listed when you first signed up for the service. To ensure that emergency responders can quickly enter your home if you cannot get to the door, give your emergency contacts copies of your house keys so they can let the responders in.  

Another way to ensure emergency responders can quickly enter your home is to install a lock box and give the combination to LifeStation. You can buy lock boxes at local retailers such as Home Depot and Lowes. However, HPSM does not cover the cost, so you would need to pay for that. 

If your device is lost or damaged

LifeStation will replace any medical alert devices damaged by normal wear and tear at no cost. They will also replace up to two devices that are lost or damaged by other causes (such as water and power surges) per member per year at no cost. Devices do not store any member data, so if you lose your device, no one can get your personal information. 

If your device is lost or damaged, call LifeStation at 1-800-998-2400 to get a replacement. Customer Service hours are Monday–Friday, 5:00 a.m.–6:00 PM, Saturday 6:00 a.m.–6:00 p.m. 

Returning your device

In addition to damage, you will need to return your device if you:

• Have a medallion and want to switch to a smartwatch, or you have a smartwatch and want to switch to a medallion.
• No longer want a LifeStation device.
• Are disenrolled from CareAdvantage. As a courtesy, LifeStation will keep the service on the device for 30 days following disenrollment. But you must return the device within 60 days of getting a return shipping label from LifeStation.

To return your device for any reason, call LifeStation at 1-800-998-2400. Customer Service hours are Monday–Friday, 5:00 a.m.–6:00 PM, Saturday 6:00 a.m.–6:00 p.m.