Yes, if you will be traveling and taking a home device with you, feel free to log into your MyGuardian Member Portal to update your address in real time!

You can also reach out to our dedicated Customer Care team at 1 (800) 313 1191 if you need help making these changes.

If you’re taking a mobile device with you, no need to update your address in the portal – emergency services will be sent to the GPS or WiFi tracked location of your device if you press your button.

*If traveling, it’s important to test your device when you reach your destination. Testing will ensure that the device has adequate coverage. Please remember to also update your current address upon your return.

Standard Medicare does not cover the cost of a medical alert device. However, some Medicare Advantage plans (Medicare part C), may cover or reimburse you for the costs associated with a device. You would need to check with your specific Medicare Advantage provider to see if they would cover one of our devices. Medicaid may cover the cost of a medical alert device, depending on your plan and your state. Check with your Medicaid provider to see if they would cover one of our devices.

If you have another form of health insurance, you will need to contact the health insurance company to see if the device is covered or if there is a reimbursement benefit available for medical alert devices.

Please call our Care Team at (800) 313-1191. A replacement wearable button may be subject to a replacement fee. If you are enrolled in the Protection Plan, we can replace your wearable button at no cost! You can also check if you are enrolled in the Protection Plan through the MyGuardian Member Portal.

You do not have to wait until we receive the signed Service Agreement back to activate your device, however, we ask that you send the signed Service Agreement back within 7 days of receiving the device to ensure we can provide the best service possible.

If you need a new Service Agreement for any reason, you can request one by contacting Customer Care at 1 (800) 313-1191.

You are able to view your billing information online on the MyGuardian Customer Portal if you are an Account Owner for the account. The MyGuardian Member Portal is a self-service portal where you can manage your account and billing information.

You can view invoices, make payments, change your payment method, and more.

Visit the MyGuardian Member Portal at mymedicalguardian.com!

MyGuardian Customer Portal:
You can view your invoice and make a payment online by logging onto your MyGuardian Customer Portal and going to the “Billing” tab. Visit the MyGuardian Member Portal at mymedicalguardian.com!

Online:
You can also visit www.medicalguardian.com/payment to make a payment online. You will need your Account Number and Email Address.

Please remit payments to the following address:

Medical Guardian
PO Box 713269
Chicago, IL 60677-1269

You can update your payment method and/or change your billing address by logging onto your MyGuardian Member Portal and going to the “Billing” tab. NOTE: If you are not listed as an Account Owner on the account, you will not be able to see this information.

Visit the MyGuardian Member Portal at mymedicalguardian.com!

The MyGuardian Member Portal makes it easy to submit referrals online and check the status of previous referrals you have submitted. Simply log in and click on Accounts, then select Referrals. If you have additional questions, please contact our Care Team at (800) 313-1191.

Referrals need to be submitted prior to a friend or family member signing up for services. Unfortunately, this cannot be backdated.

Enjoy an extra layer of protection in the home knowing that you will always be able to receive help – even if you cannot push the button.

How does Fall Detection work? Fall detection pendants have tiny sensors that can detect changes in motion as well as changes in height. This information is analyzed real-time to determine if the person wearing the fall detection pendant has experienced a motion pattern that indicates a fall has occurred.

What’s is the recommended way to wear my Fall Detection pendant? Fall Detection works best when worn on the outside of clothing. This allows the pendant to move freely so it can pick up on motion patterns that indicate a fall has occurred. Most devices are designed to be worn close to the chest or waist area, where they can detect movements accurately.

I dropped my device and Fall Detection did not activate. Is the fall detection working properly? Yes! The fall detection feature is usually able to tell the difference between a drop and a fall. The device is working in real time to analyze movement and determine if a fall has happened. Remember, fall detection is very good but does not work 100% of the time. In an emergency, if you are able, please press your button for help. If you are unsure if fall detection is enabled on your device, please log into your MyGuardian Member Portal and check System for Accessories and Services or call Customer Care at 1 (800) 313-1191.

Medical Guardian cannot provide emergency services on airplanes or boats. As soon as you board an airplane (local or international) you must follow the pilot’s emergency protocol instructions.

Also, for flight safety reasons, when the pilot advises all passengers to shut off their cellular devices, you should also power down your device. Upon landing (in the USA) the device can be turned back on and used for emergency services.

We recommend testing the device in any new location to confirm cellular signal and GPS connectivity. The devices require adequate 4G coverage to connect.

You may cancel your service by calling Medical Guardian at (800) 313-1191 and selecting the cancellation option. If you have not purchased the equipment, you must return all system equipment and accessories to Medical Guardian.

Service will be canceled effective the day the system is received by Medical Guardian. If you have purchased your equipment, service will be canceled effective upon receipt of a signed Cancellation Letter provided by Medical Guardian via either mail or email. Upon receipt of either the equipment or the executed Cancellation Letter a prorated refund will be issued for the unused service period that may have been prepaid. Restocking fees may apply. The processing of any refund may take up to 30 days upon receipt of your system or Cancellation Letter.

A lost or damaged equipment fee of up to $350 will be charged for the Leased Equipment. If your device includes additional wearable buttons and/or wall buttons they must also be returned, otherwise a lost equipment fee will apply.

A lost or damaged equipment fee of up to $150 will be charged for the Elite 911.

If you’d like to learn how you can avoid these out-of-pocket expenses with the Medical Guardian Protection Plan, please contact our Customer Care Team at 1 (800) 313-1191.

You can cancel your subscription at any time. To do this, please call (800)-313-1191 and select the “cancellation” option.

Leased Device Cancellations Instructions

After requesting cancellations, our equipment must be returned to us at the below address:

Medical Guardian 106 Henderson Drive Sharon Hill PA 19079

• • Some important things to know before cancelling:
    • Cancellations will begin once the device is received and can take up to thirty (30) days to fully process cancellations.
    • There is a three-month (90-day) minimum commitment for service.
    • Any unused portion of the prepaid monitoring beyond the minimum three months, minus a restocking fee of up to $50, will be returned to you in the form of an electronic or check refund following cancellation.
    • If the System is not returned within thirty (30) days following the termination of the Services, you authorize Medical Guardian to collect a one-time payment of Three Hundred Fifty Dollars ($350.00) for the cost of System and its accessories using the default payment method on file.

Purchased Device Cancellations Instructions

• After requesting cancellation, a Cancellations Letter will be sent to you via standard mail or DocuSign (preferred).Some important things to know before canceling:
  • Cancellation will begin once the signed cancellation letter is received and can take up to thirty (30) days to fully process cancellation.
  • There is a three-month (90-day) minimum commitment for service

Any unused portion of the prepaid monitoring beyond the minimum three months, will be returned to you in the form of an electronic or check refund following cancellation.

I would like to cancel my subscription and have already sent my equipment/cancellation letter back. How long does it take to process my return and have the account cancelled out?

• Please allow up to 30 days to process your return and cancellation.
• Leased Devices: If a refund is due, it will be issued within 30 days from the date that we received the device at our warehouse.
• Purchased Devices: If a refund is due, it will be issued within 30 days from the date that we receive the signed cancellation letter from you.
• Once refunds are issued, please allow up to 3-5 business days for your financial institution to process it. If we are unable to refund the card on file, we will issue a refund check to be sent to the billing address on file.

Promotional discounts will be forfeited if any changes are made to the initial order, including billing cycle changes, within twelve (12) months of the date of sale. Medical Guardian will have the right to charge you or offset any of these additional costs against any monies due to you.

Under the Medical Guardian Refer-a-Friend Program, all current and active subscribers who are in good and non-past due billing status of Medical Guardian (the “Advocate”) are invited to earn Referral Bonuses (the “Reward”) by inviting qualified Referees (as described below) to sign up for Medical Guardian products and services. The following Medical Guardian Refer-a-Friend Program Terms apply to the Advocate and Referees (together referred to as the “Participants”) participating in the Medical Guardian Refer-a-Friend Program.

1. Advocate must have and maintain a current and in good billing standing, active subscriber account of Medical Guardian throughout the Referral process to qualify,
2. Referee must: (a) have first had the Advocate register their name, phone number, and email address by logging into their MyGuardian Customer Portal or with an authorized Medical Guardian representative, (b) not be or have been an active or pending Medical Guardian customer before being referred, and (c) activate and maintain a new, post-paid, consumer account with Medical Guardian-branded service.
3. The Reward will be determined based upon Medical Guardian’s current Refer-a-Friend offer at the time of the qualified Referee’s enrollment with Medical Guardian products or services.
4. Refer-a-Friend Rewards are granted on a per-account basis. Please allow up to 8 weeks for Reward delivery.
5. Medical Guardian may suspend, change, or cancel this program at any time, without notice, and for any reason. Medical Guardian reserves the right to suspend or terminate any customer’s participation in the Refer-A-Friend program for fraud, abuse, misuse, harassment, or other inappropriate or suspicious activity.

Limited time offer; subject to change. Refer-A-Friend Program. Card terms and conditions apply. Allow 8 weeks for delivery.

To read the full Privacy Policy, please visit www.medicalguardian.com/legal/privacy.

To read the full Terms & Conditions, please visit https://www.medicalguardian.com/legal/terms.