Australia’s Nurse-Led Personal Alarm Response Service
INS LifeGuard helps Australians stay independent, safe and supported at home, in the community and at work.
As part of the INS Group, we have a heritage in healthcare. Since 1984, we have provided nursing, health and safety support to people in their own homes and communities. Today, INS LifeGuard combines that clinical experience with modern personal alarm and health-monitoring technology, including monitored alarms, smartwatches, mobile app support, GPS location features, and 24/7 emergency response.
Unlike many personal alarm providers, our Emergency Response Centre is staffed by trained emergency responders who are also qualified healthcare professionals, including Registered and Enrolled Nurses. This means when someone presses their alarm, they are connected to a team that can assess the situation, provide reassurance, triage risk and coordinate the right help.
A personal alarm is a safety device,personal medical alarmorpersonal alarm appthat allows a person to call for help quickly if they feel unwell, have a fall, become lost, feel unsafe or experience an emergency.
Personal alarms are often used by seniors, people living alone, people with disability, people managing health conditions, lone workers and anyone who wants extra reassurance. Depending on the device or service selected, a personal alarm includes an emergency help button, two-way voice communication, and may include GPS location support, fall detection, asmartwatch with health monitoring featuresand alerts to nominated contacts.
When an INS LifeGuard alarm is activated, the user is connected to our 24/7 Emergency Response Centre, which is staffed by nurses. The nurse answering the alarm will speak with the person, assess what is happening, and contact emergency services, notify nominated contacts, or organise the most appropriate response.
If voice contact can't be made, our nurses still take action. Some devices, such as those with fall detection, can automatically alert our team even without a button press — so help can be sent even when the person can't ask for it.
A personal alarm is not just a device. The response behind it matters.
INS LifeGuardian® Watch
A dedicated Apple or Samsung watch, provisioned by us, with personal alarm monitoring built in.
On Your Smartphone
The INS LifeGuardian® app turns your own compatible smartphone or smartwatch into a personal alarm. No extra device needed.
On The Go
Simple to use SmartTracker pendant or SafetyWatch with GPS, two-way communication and real-time location.
At Home
In-home base with a waterproof pendant that can be swapped for a fall detector, for instant help day or night.
Healthcare Is in Our DNA
INS LifeGuard is part of the INS Group, whose origins go back to Illawarra Nursing Service, founded in 1984.
Our heritage is community healthcare. INS began by providing nursing services in people's homes and became an early pioneer of home-based care and support services.
As our work grew, we saw a gap in traditional personal alarm monitoring. Many alarm services were built around security-style systems and call centre response. But from a healthcare perspective, we believed personal alarms should do more than simply raise an alert.
They should help prevent emergencies where possible. They should connect people with qualified support. And they should provide reassurance before, during and after an incident.
That belief led to the creation of INS LifeGuard.
Today, INS LifeGuard combines modern personal alarm technology with a 24/7 Emergency Response Centre staffed by trained emergency responders, who are also qualified healthcare professionals such as Registered and Enrolled Nurses.
Our difference is not just the alarm. It is the healthcare-led response behind it.
Our response centre does more than personal alarms. The same nurses who answer emergency calls also support after-hours health services, occupational health lines, and other organisations that need a qualified team on the other end of the phone.
When someone presses a personal alarm, the response behind the device matters.
Some monitoring services rely on call centre operators and scripted decision trees. While scripts can help manage basic calls, they cannot replace clinical judgement when a situation involves a fall, breathing difficulty, confusion, medication concerns or changing health symptoms.
INS LifeGuard takes a different approach. Our Emergency Response Centre is staffed 24/7 by trained emergency responders, including qualified healthcare professionals such as Registered and Enrolled Nurses.
This means our team can ask the right questions, assess the situation, understand risk and coordinate the most appropriate response — whether that means contacting emergency services, notifying nominated contacts, providing reassurance or helping prevent unnecessary escalation.
Technology can trigger an alarm. Clinical experience helps determine the right response.
Watch: Why Nurse-Led Emergency Response Matters
In this video, Managing Director Claude Rafin explains why not all personal alarm monitoring services are the same and why clinical judgement matters when someone presses an emergency button.
When someone presses a personal alarm, they are not just asking for help.
They are trusting that the person on the other end knows what to do.
In many monitoring centres, the person answering that call is not a clinician. They are following a script.
Across the industry, most alarm monitoring is handled by call centre operators with basic training and scripted decision trees. Those scripts are designed to manage calls, but they cannot replace clinical judgement.
When the situation is complex, such as a fall, breathing difficulty, confusion or medication issue, scripts can quickly reach their limits.
At INS LifeGuard, we made a very different decision.
Our Emergency Response Centre is staffed by qualified nurses and healthcare professionals. That means when an alarm is triggered, the person responding does not just follow a flowchart.
They assess the situation clinically. They can ask the right questions, interpret symptoms and make informed decisions in real time.
Sometimes that means dispatching emergency services immediately.
But just as importantly, sometimes it means preventing unnecessary escalation by resolving the situation safely and appropriately.
For retirement operators and care providers, that clinical capability reduces risk. Residents receive more appropriate responses. Staff receive clearer guidance.
Families gain confidence that the person responding truly understands health situations.
Technology can trigger an alarm, but it takes clinical expertise to respond to it properly.
That is why nurse-led emergency response matters.
What Makes INS LifeGuard Different?
Clinical assessment, not just call handling
Our team can assess symptoms, understand risk and respond appropriately.
24/7 nurse
support
Our Emergency Response Centre operates 24 hours a day, seven days a week.
Support for complex situations
Falls, confusion, breathing difficulty, medication concerns, wandering, welfare issues and emotional distress often require more than a simple script.
Technology for home and away
INS LifeGuard offers monitored personal alarms, mobile app support, smartwatches, GPS location features, fall detection options and health monitoring technology, depending on the device or service selected.
Notifications to nominated contacts
Alerts can be directed to nominated contacts, which may include family members, carers, care teams, village staff, managers, employers or emergency contacts, depending on the user’s service setup.
Support for funded and self-funded clients
INS LifeGuard supports private clients, DVA clients, NDIS participants, Support at Home recipients, retirement villages, care providers and organisations.
Who We Support
INS LifeGuard provides monitored personal alarm and safety solutions for people and organisations across Australia, including seniors, people living with disability, DVA clients, Support at Home recipients, retirement villages and care providers, and lone workers.
INS LifeGuard offers personal alarm solutions designed for life at home, outside the home and at work.
Depending on the device or service selected, features may include:
Emergency help button
Two-way communication
GPS location support
Fall detection
Smartwatch connectivity
Mobile app support
Health monitoring insights
Welfare checks
Geofencing
Check-ins
Alerts to nominated contacts
Technology can trigger an alarm, but people need the right response. INS LifeGuard combines modern safety technology with 24/7 clinical support from trained healthcare professionals
Trusted by Families, Providers and Communities Across Australia
INS LifeGuard is part of the INS Group and supports individuals, families, retirement villages, care providers, government-funded clients and organisations across Australia.
Our services are built around prevention, clinical reassurance, independence and timely response.
Trusted, Registered & Quality-Assured
INS LifeGuard supports individuals, families, providers and organisations across Australia. Our services are backed by recognised registrations, funding pathways and quality systems.
Registered NDIS Provider
INS LifeGuard is a registered NDIS provider for assistive technology and personal safety supports.
Approved registration groups: Assist Prod-Pers Care/Safety Comms & Info Equipment
Personal alarms and safety supports may be available through My Aged Care or Support at Home pathways, depending on assessment, eligibility and the person’s approved support plan.
INS LifeGuard complies with AS4607, the Australian Standard for Personal Emergency Response Systems, independently verified through Personal Emergency Response Services Limited (PERSL).
Every day, INS LifeGuard helps people feel safer, more confident and more independent.
Hear from clients, families and providers about the difference nurse-led personal alarm monitoring can make.
It’s like having a family member in the house
Nurse: Welcome to INS LifeGuard. This is Kirsty. How may I help you?
Client: I just wanted to thank your wonderful organisation. I had to get an ambulance. I wasn't going too well. And I just want to show my appreciation to you. I was lying down at the time. I think you rang me a couple of times. I just want to let you know, I was very grateful for your help and I appreciate what you did for me and I thought you've always been very, very good to me or kind to me. And I just wanted to let you know, I appreciated that.
Nurse: Thank you so much for your call. That's so lovely to hear. I'll definitely let the nurses know that you called us. How are you feeling now?
Client: I am feeling better. The doctors have been helping me, and I wasn't in the best shape. I didn't realise till I saw the ambulance chaps that I was running a pretty high temperature and, oh, things weren't kind of going so well. So I was very grateful for your help. Thanks very much for that. I just wanted to pass that on to you and let you know that we do appreciate the wonderful work you do.
Nurse: Thank you so much for that. I love hearing when people ring back and let us know.
Client: Oh, thank you for that. And they've always been very, you know, helpful to me over the years. I've made sure that as soon as I'm kind of feeling a little bit better, I'd give you a ring. And I've been very grateful for the treatment.
Nurse: I'm glad that you're in the right place now.
Client: And I was very grateful for you. It makes me feel better too because I thought, Oh, God, it's like having a family member I’ve got in the house. If you're not going well, you realise there's someone you can talk to, and there's someone around the corner, and it’s, you know, you're by yourself; it could be a worry, you know, if you really did get very, very ill. But I thought it reassured me a bit.
Nurse: That's lovely. Thank you so much for your call. We really appreciate your call. Client: Thanks, and thank you. I appreciate having you, and my sister does too. She said she's been so grateful for your organisation. I said, yeah, it does lift you up a lot. Nurse: Yeah.
Client: And I thought, when you live by yourself, it's a bit of a different world in some ways. And I thought it's lovely to know there is someone around the corner. We all appreciate that.
Nurse: Oh, thank you so much for the call.
Client: And I’m very grateful; I felt well, I am. Thanks to you and the ambulance service, I ended up in the right place. So that’s something good.
Nurse: Hope you get better soon, and thank you.
Client: Thank you.
Nurse: Anyway, it was lovely to hear from you. Thank you so much for your call.
Client: Thank you. Thanks very much.
Denise says LifeGuard saved her life PC
Client: Hello, Denise here.
Nurse: Hi, Denise. This is Hayden from INS LifeGuard, your medical alarm company. How are you doing?
Client: Oh, I’m doing well, thank you.
Nurse: Oh, that’s good.
Client: I tell you what, I’m telling all the war widows to apply for the LifeGuard. It is very much better than any other similar device.
Nurse: Yeah. Yeah, I think so as well. And, you know, obviously I don’t have to pitch it to you, but, you know, being able to come into a call centre of nurses as well, you know, it’s definitely got to be a plus.
Client: Well, the LifeGuard, six months ago saved my life. I felt very unwell. And I was going to work on Wednesday, and I went out the door and I went, “Oh, I don’t feel well. Oh, Denise, get over it. Put your briefcase in the car, unlock the gates, and go to work, you silly bugger.” So I did. I put the briefcase in the car and I walked down to the gates. Lucky I took an old walker that was in the garage for stability. When I got there, I put my hand on the gate, and as soon as I did that, everything went brown.
Nurse: Brown?
Client: Yes. I couldn’t see anything except brown all around me. And I went, “Oh my goodness, I really don’t feel well.” And I sat down, and after a little while I went, “Yeah, no, I think I’m going to go back, say I’m not coming in today.”
Nurse: Mm-hmm.
Client: So I got halfway back to the back door, pressed my alarm, my LifeGuard, got to the garage. I had enough consciousness to press number one on my phone, which was a friend of mine down the road. She sent her husband up. He came running up. She rang the ambulance, who had already been advised by LifeGuard. Thinking that I’d had a fall. And she went, “No, no, no. Something’s bloody wrong. Something’s really wrong.”
Nurse: Yeah.
Client: I have had a massive heart attack.
Nurse: Oh, wow.
Client: They got me to the hospital, which was 110 kilometres away.
Nurse: Yeah.
Client: I had another, sort of a small heart attack on the way down. So they stopped. When I got there, they put me straight into ICU. That night I had another massive heart attack. The following day, really early, they did an angiogram at six o’clock in the morning. And it showed that two of my arteries were 98% blocked. And all the others were 60% blocked.
Nurse: Yeah.
Client: That afternoon I had another massive heart attack, and that night I had a fourth heart attack. And they kept me sort of out until the following Monday. That was Thursday, Friday, Saturday, Sunday. So five, four days they kept me out. Six, seven o’clock on Monday morning, I was in the surgery, having open-heart surgery.
Nurse: Mm-hmm. And that was about six months, did you say? Six months ago? Client: Six months ago.
Nurse: Yeah. I’m at a genuine loss for words, Denise. But I’m glad that this is – Client: The LifeGuard… if I’d had the little round one for the wrist, which only works in your yard, I shouldn’t say this, but I honestly do not believe I’d be here today.
Nurse: Right. Client: Because the service I got from INS LifeGuard was absolutely flawless. And I am now telling all the war widows, don’t worry about anything else, just go for the INS LifeGuard 4G or 5G GPS one.
Nurse: Yeah, definitely.
Client: But I’m not just telling my war widow friends to get them. I’m telling everybody over 60.
Nurse: Yeah, no, I think that’s a great idea. I think, you know, just for the peace of mind of having something like that. And, yeah, you know, when it works, you know, you’re very glad to have had it.
Client: Oh, my son reckons it’s the best thing since sliced cheese. Yeah. Saved their mother’s life.
Nurse: Well, thanks so much, Denise. I really appreciate having a chat with you, honestly. All right, well, I’ll leave it with you, Denise. Take care and have a great day.
Client: I am. I’m alive. Thank you.
Nurse: That’s it. That’s what I want to hear.
Client: All right. Bye for now.
Nurse: Bye, Denise.
Ben helps RC with her watch PC
Nurse: Hello, this is Ben. How are you?
Client: Oh, better for hearing your voice, Ben. *laughs* Ben, I’ve received a watch and I’ve sent the paperwork back.
Nurse: The watch face itself is an alarm, so if it detects a push, it triggers the alarm.
Client: I’m feeling very secure with it, and I could put that down to possibly the falls alarms where I actually got to speak to the nurses. And they are very caring and they’re wonderful people. They’re wonderful nurses there. Absolutely fantastic. Okay, thank you so much, Ben. You’ve been very kind and very patient.
Nurse: No worries. I’m glad I could help.
You've saved Margaret's life
Client: Thanks, Ben. And thank you for your help all the way through.
Nurse: No worries… No worries.
Client: You've saved Margaret's life, I mean that. She found out she had AF.
Nurse: Yep.
Client: She's been in hospital about three or four times. And they’re talking about trying to shock her back into life again and God knows what. But if we hadn't had that watch, I don't know, she most probably had a stroke or goodness knows what.
Nurse: Yeah. I'm very glad that you both picked it up and decided to join the trial so that we could get to this point and yeah… It's been godsend.
Client: Yeah, it has. It has. The doctors and everything else said it saved her life. And it's not just, you know, very simple. And it's been very, very good, and I appreciate the help you guys have given us.
Client happy with INS service
Nurse: I'm just calling to make a follow-up to check if your wife is still in hospital after we called an ambulance for her.
Client: No, she's out now. Yep. She's going real good now.
Nurse: Oh, that's good. I'm happy to hear that.
Client: Good. Thanks very much. And everyone done a great job too.
Nurse: Oh, that's good. I'm happy you were happy with the service. That's good.
Client: Yes, yes, really happy.
Nurse: Thank you so much.
I Really Am Impressed With Your Service
Client: Hello?
Nurse: Hello, it's Ben from INS LifeGuard. How are you?
Client: You got my email?
Nurse: I did. I have some news for you, essentially. We spoke before Christmas in regards to replacing your alarm system.
Client: Yes.
Nurse: I've organised for that. That's going out today, so you'll get an entire new watch with a new number.
Client: That is fantastic. So you're going to send me a new one, right?
Nurse: Yes.
Client: Oh, I really am impressed with your service in all directions. I really, really, really appreciate your service. I think it's just fantastic and I love my watch. Okay. Thank you so much. I really appreciate it.
Nurse: No worries. I'm glad I could help.
Client: Bye.
Nurse: Bye bye.
I recommend you to my elderly friends
Client: Thank you very much for your years of service. I've been with you for a long while.
Nurse: Oh, you are welcome. No worries at all.
Client: Thank you. They've been on the ball and very quick to me; it's been marvelous.
Nurse: Oh, fabulous.
Client: I recommended it to my elderly friends.
Nurse: Oh, have you? Oh, lovely. Well, I'll make sure all the nurses know.
I think you are amazing
Nurse: Hi Trish, it's Nicole from INS LifeGuard. Is everything okay there?
Client: Yes, it is fine. Thanks Nicole. It's just a test because my um, it stopped working so they had to redo it all, so she said just to check to make sure it's working right.
Nurse: Oh, okay. Not a worry. All working. You have a lovely day.
Client: Yeah, and can I say something?
Nurse: Yeah, of course.
Client: I think you're amazing, and I don’t know where we'll be without you, so take care.
Nurse: That's so lovely. I will definitely pass that on.
Client: Thank you.
Nurse: Alright, you take care.
Client: And you too. Bye bye.
Nurse: Bye.
INS Assistance Was Absolutely Life Saving
Nurse: Hello, Mrs. *****. It's John from INS LifeGuard. Do you need assistance?
Client: This is *******’s daughter. I'm just ringing to let you know that she was taken to hospital yesterday after having a fall, and INS contacted the ambulance. And thank you for your assistance. It was absolutely life-saving, really.
Nurse: No problem at all. That was actually.. Lisa's the one that called the ambulance. I'll let her know that you appreciate her assistance.
Client: Thank you very much.
Nurse: Thank you. Okay. Bye.
John Felt Comforted and Thanked Tim
Nurse: Morning, John, it's Allison from INS LifeGuard. You’re all okay there this morning?
Client: Hello, Allison. Yeah. look, I'm okay today. I had a call yesterday morning and I can't remember the name of the young fellow I called yesterday.
Nurse: Yeah.
Client: But I just wanted to ring in and say thank you to him because he rang me several times during my problem to see that I was okay. And I really appreciated that.
Nurse: You were dealing with Tim, so I’ll definitely pass it on. He was on night shift again, so he’s already left.
Client: Would you do that for me, please?
Nurse: I certainly will.
Client: It was very comforting to have him call me regularly until the ambulance was here. And he even then called me to see how I was going.
Nurse: No, beautiful, John, I'm glad that you're feeling better and you're back home again.
Client: Thank you very much.
Nurse: Lovely. Thanks for the call back, John. I'll definitely let Tim know. Okay.
Client: It's my pleasure. Thank you. Thank you. You did a wonderful job. Thank you. Okay, bye.
Nurse: Bye.
Mrs P loves us and would pay double
Nurse: Hi there, Ms. *****, here again from INS. How are you going?
Client: Um, I'm just ringing. I'm sorry. Don't worry, but I wanna give a special thank you to the lady who helped me this morning.
Nurse: No, you are more than welcome; that was me.
Client: The nurse was just coming in cause I called her. I said to her, I said, I don’t know — this is the truth — I don’t know what we pay per month to the INS LifeGuard, but I'm happy to pay double.
Nurse: Oh, love. You're so sweet.
Client: Yeah, darling, I wanna say thank you.
Nurse: You are so very welcome.
Client: See how darling I won't keep me better. Thank you. I love you.
Nurse: Oh, we love you too. Love. So if you need anything, don't you hesitate to press that button.
Client: All right, darling. Okay. Thank you.
Nurse: Not a worry. Take care of yourself.
Client: Bye darling.
Nurse: Bye.
Thank You for Caring
Nurse: Just following up with you to see how you are since we sent you to hospital a little over a week ago. How are you doing?
Client: I'm okay. I'm much better than last week.
Nurse: Glad to hear you're doing well.
Client: Thank you.
Nurse: If you need us, you can call or you can use your alarm bells. Okay? We’re here for you.
Client: Okay, honey. Okay.
Nurse: You have a lovely day.
Client: Thank you so much for calling me and for caring [for] me.
Nurse: Of course, we're here for you. Absolutely.
Client: You are beautiful.
Nurse: Oh, thank you.
Client: Thank you so much.
Nurse: Have a lovely night, okay? And be safe. Take care.
Client: Okay, honey. Thank you.
Thank You John
Client: Hello?
Nurse: Oh, good afternoon. This is Christie calling from INS LifeGuard. I've actually called to follow up to see how you're going. We called an ambulance for you on the 11th.
Client: Now I'm getting better, but I had pneumonia.
Nurse: Oh, you did? Oh, that's no good. Are you on the mend?
Client: Yeah, I'm on the mend. Anyway, look, I appreciate you being up checking on me.
Nurse: Yeah, no problem at all.
Client: And John, the fellow that rang up when the ambulance was coming, was excellent.
Nurse: Oh wonderful. Great. No problem. I'll pass that along. Thank you.
Client: Okay.
Nurse: Okay, bye.
Thank You Lisa
Client: Yeah. Hi. Look, I'm just wondering, is this the customer services for the INS LifeGuard?
Nurse: Yes.
Client: I just wanted to say thank you very much. My dad's name is [name omitted], and I wanted to thank Lisa so very much because basically, Dad has refused to use it for the last year or so. And then when I went over to Australia about a month ago, I came back and I said to Lisa, she rang, she had a chat, then she explained the whole system, she explained what to do and told him to put his watch on. And he's done all that, and it worked out [inaudible].
Nurse: Oh, okay, beautiful. I was on last night. I called the ambulance for him, and it took hours for them to get there, unfortunately. His neighbour attended, so she sat with him for a few hours.
Client: I think it was really wonderful. He wouldn't have listened anyway, but Lisa explained it to him so well and it actually worked. I just wanted to thank you and thank you very much.
Nurse: No worries. I'll at Lisa know. I'll send her a message just letting her know.
Client: Thank You. Thank you so much!
Nurse: Okay. Bye.
Client: See you mate. Bye bye.
Thanks for the care
Nurse: Good morning. This is Linda from INS LifeGuard. Is everything all right?
Client: Hello. Yes, everything is fine. Thank you so much. I just wanted to thank you for the care that you took on the first of this month. Monday morning early, I called you and you were a great help, and you called for help on my behalf straight to hospital.
Nurse: Oh, okay. Is he out of hospital yet?
Client: He is, yes. He came out the same day. But it was the first time he'd ever had it, and we both got a shock.
Nurse: Oh, goodness. All right. And how is he feeling now? Is he okay?
Client: He is. Look, he bounced back. He was home the same day, and I think I'm still in shock.
Nurse: Yeah. It can be, yeah. Well, look, you just make sure that one of you has got the pendant on. If you need us for anything, you give it a press.
Client: Well, thank you so much.
Nurse: You're very welcome. All right, you take care.
There is always somebody at the end of that button
Nurse: Oh, hello, it's Kim here from INS LifeGuard. I'm just ringing 'cause we sent you off to hospital. So I was ringing to see if you were home.
Client: I am home from the hospital, darling. I really appreciate all the help that INS LifeGuard did for me. It was life or death on that day. Thank you. I owe you my life. Thank you very, very, very much.
Nurse: You are welcome, darl. So just so you know, we are always here. If you ever feel you need to talk to somebody, okay?
Client: Really?
Nurse: We are always here. There is always somebody here 24 hours a day, seven days a week. There is always somebody here at the end of that button.
Client: That's so nice to hear. Thank you. Appreciate that. Thank you very, very, very much.
Nurse: Thanks love. Bye.
Client: Bye.
Well Done Val
Client: I just wanted to say I don't need any help, but on Saturday night, I needed help. And the lady was so amazing. They called an ambulance. I got to the hospital on time, and I just wanted to thank the lady who was on duty on Saturday night.
Nurse: Oh, that’s so sweet. I’ll pass on that. She’s on at the moment, but I’ll definitely pass that on to her.
Client: Yeah, because you phoned my daughter, you phoned the ambulance. Everything went to plan, and I'm fine. Thank you so much.
Nurse: And you're back home, obviously.
Client: I'm back home again, and everything's good. I never had a stroke, but the hospital was good. Everybody was good to me. Thank you so much.
Nurse: That’s okay. Take care.
Client: Thank you. Bye.
Woman praises INS nurse and alarm system
Nurse: It’s Angela calling back from the alarm company to see how you're feeling since you went to hospital last month.
Client: Oh, yes.
Nurse: Are you recovering well?
Client: Yeah, not too bad. I was meaning to thank you. That lady that was on that night, she was very, very good. I waited so long for that ambulance. It was a terrible night. I know. The alarm system was marvellous. She kept speaking to me, and she kept the line open. I don't know who she was, but she was very good.
Nurse: Yeah. Oh gosh.
Client: Anyway, the lady on the phone that night was absolutely terrific. Yes. Well, anyway, I can't give enough praise for that alarm system, and it was very good. Not that I've had to call them very often, which I’m so pleased about, but anyway, all worked out good in the end.
Nurse: Oh, I’m glad.
Client: It’s very good. Thank you for worrying about me, anyways.
Client: All right, then. Well, you take it easy, okay. Alright. Take care. Bye for now.
You Are All Special
Nurse: Hi there, it’s Ceara from INS LifeGuard. Do you require any assistance?
Client: All I need, love — sorry to worry you — I want to send a Christmas card to you all, because I've had so many good people and I don’t know what address, love. Can you help with that?
Nurse: Of course, of course. Do you have a pen and paper there?
Client: I’ve got it standing here, love. Yep.
Nurse: So that's PO Box 485, Unanderra.
Client: Right darling, what's the postcode?
Nurse: 2526.
Client: 2526. INS Management, Post Office Box 485 Unanderra 2526.
Nurse: Yes, that's correct.
Client: Okay. Now I just want to say thank you then. I thought I'll just pop a card in the post for you all.
Nurse: Oh, no, I know, and I've spoken to you before. You're absolutely a pleasure. We're more than happy to receive that from you.
Client: Yeah, but you're all special too.
Nurse: You're so very sweet. Thank you so much.
Client: Bye, darling. Have a good day.
Nurse: You too. All the best, and a Merry Christmas and a Happy New Year.
Client: And everything the same to you, too, darling.
Nurse: Thanks. Have a good day. Bye bye.
Client: Bye, darling.
You guys are the Diamonds in the Business
Nurse: Good morning, Linda from Accounts. How may I help you?
Client: Hi, good morning, Linda. We've been customers for several years with your console because of my mom. You guys have been absolutely wonderful.
Nurse: Oh, thank you.
Client: What an amazing service. I literally speak about you guys to everybody I go. You do not want anybody else but these guys; these are the absolute diamonds in the business. I swear to you.
Nurse: Oh, thank you.
Client: Been dealing with mum and aged care and so many other people. Like I can honestly, wholeheartedly, as a client, testify to amazing services and stuff, and you guys have saved our *** so many times, so many times. And my mom really needed it.
Nurse: Oh, that's lovely. That's really nice. Thank you. That means a lot. And thank you for allowing INS LifeGuard to provide our service, and I wish you all the best moving forward.
Nurse: Thank you, Linda.
Client: No worries at all.
Ben and Client
Client: Hello?
Nurse: Hello, it's Ben from INS LifeGuard. How are you?
Client: I'm well, thank you.
Nurse: I'm just calling up about your medical alarm system.
Client: I was grateful that I had the thing around my neck when I collapsed. I was just lucky that I had it. If I'd had to walk to it or ring someone, I wouldn't have made it.
Nurse: Yep, that's the benefit of the alarm–
Client: So that shows you how these alarms work, doesn't it?
Nurse: Yep, it does.
Client: You can use that to tell your folks that it saved my life.
Nurse: Yeah, I'll definitely pass that on.
Client: I couldn't have made a phone call. I couldn't have called out for help. I couldn't have done anything. I live all on my own.
Nurse: Just so that you're aware as well, in case you ever need it, with our service it's not just the alarm system that you are paying for. You can actually give us a call if you have health questions, and we have nurses here.
Client: Oh, really?
Nurse: But you can also just give us a call if you want to have a chat at any time. There’s always someone here, even if it’s 2 o’clock in the morning.
Client: Goodness me!
Nurse: You can always just give us a call and have a chat with someone if you would like to.
Client: That’s very kind. As I say, nobody checks on me, so if I hadn't had the thing around my neck, I would've been.. How many days would I have laid there? I have no idea.
Nurse: Yeah, It's a great system to have for when you need it.
Client: Since I have no family in this country, nobody looks in on me. I need it. I need it. And I, and I've proved now I need it. Yep. So the hard way, unfortunately. Yeah.
Nurse: At least you had it.
Client: Oh yeah. And it was around my neck. I've spoken to other people who have it and they say, oh, don't have that bloody thing hanging around your neck. I just leave it on the hook by the bed or whatever. And I don't take it off when I go to bed either. I don't put it on the bedside table, so you can say thank you to your company. It a comfort, I suppose, particularly if you're on your own, like I am, and I'm choose to live on my own.
Nurse: Yeah.
Client: Not that I've been sent to Coventry or something. I like my house and my garden and I'm pleased to be here. So that's the price you have to pay as you have to be more careful and have this backup system.
Nurse: Yep.
Client: So there you go. And I don't take it off even in the shower.
Nurse: Yep. That, that's the benefit of it being waterproof, really.
Client: So there you go. So thank you very much for that.
Nurse: No worries. I'm glad I could help.
Client: Okay. Thank you very much. Bye.
Nurse: Bye.
Talking to Robyn
Nurse: Good morning, Mrs *****. It’s Lisa from INS LifeGuard, do you need assistance?
Client: Good morning, Lisa. Last night I had a rather nasty attack of what I thought was food poisoning. And I spoke to a lady called Robyn, who was terrific and she said, “Look, I'm going to call an ambulance.” And I said, look, we've gone through; it's not a heart attack, and it's not a stroke and you know, whatever. I said, I think I'll be all right. She said, “No, I'll call an ambulance anyway.” I just wanted to thank Robyn and tell her that I do have an appointment with the doctor this afternoon. I think I've got myself covered, but I do appreciate her. She rang me about two in the morning. By that time I think I had dropped off into a sleep.
Nurse: Yeah. Look, I will definitely pass on your thanks to her.
Client: Much, Lisa, because I really appreciated it. I said more than anything, Robyn, I think I just need to talk to somebody because you know, it's pretty awful with you.
Nurse: Of course. Yeah. No, that's no problem at all. That's what we are here for and I will certainly let her know.
Client: Thanks Lisa, and you have a lovely weekend.
Nurse: You too. You take care.
Client: Bye-bye.
Nurse: Bye-bye.
I Am Very Impressed with INS
Client: But I must say to you, every time, you know, which is nearly every time I go to Mum's and I see one of the buttons flashing or whatever. You know, I phone up you guys, and even if I've had to phone you at 11 at night when you guys have phoned me and whatnot, I really got total confidence that you guys, that someone is at the other end whenever you need it, whether it's two in the morning or whatever. So I just want to pass back my feedback that I'm very, very impressed with INS. Nurse: No, I'm glad that we could help and give you that reassurance that we're always here.
Client: Mm. Yes. Well, thank you very much. I really appreciate it.
Nurse: No worries.
Yvonne thanks Bianca for the ambulance call
Nurse: Good morning, it's Lisa from INS. Are you alright there?
Client: I just wanted to thank you very much for looking after me on Friday.
Nurse: Oh, that's okay. You went to the hospital, didn't you?
Client: I just wanted to thank you so much, darling. You were so efficient, and everything went well, and the ambulance came, and my daughter came. And I just thought so often people phone you, but they might not think to phone you back and thank you.
Nurse: Oh, that's absolutely lovely. And I'll let Bianca, the nurse, know who called the ambulance for you. Now, are you wearing your pendant?
Client: Absolutely.
Nurse: Good. And don't you hesitate at all. If you need anything, you press that button, okay?
Client: Thank you so much.
Nurse: You are so welcome. You take care. Please rest up.
Client: Okay, darling.
Nurse: Thank you. Bye bye.
I know who to refer other people to now
Nurse: Hello, it's Ben from INS LifeGuard. How are you?
Client: Okay, thank you, Ben.
Nurse: I'm calling up about your mum's SmartTracker. I've received that back. I will close out her account for you.
Client: Fantastic. Thank you very much indeed. And it was really reassuring for us for her to have that while she was home. So thank you.
Nurse: No worries. I'm glad we could help and provide that bit of comfort for you.
Client: Beautiful. And I know who to refer other people to now, which is great.
Nurse: We're always here and always happy to help.
Client: Great. Thank you very much. Thanks for your call, and I'm so pleased you've received it. Thank you.
Nurse: No worries. Thank you.
Client: Okay, bye.
Nurse: Bye.
More Client Feedback
I wanted to express my heartfelt thanks to Bev and Taliah for their wonderful service and quick action the other night when my wife needed an ambulance. I was truly impressed with the level of care and professionalism they provided.
— Tony K.
My daughter and I want to extend our sincere thanks to Belinda and Tim for their help overnight. The continuous callbacks to check on me were so comforting. They were both wonderful, and I am deeply grateful for their kindness.
— Beryl G.
I want to thank everyone at INS for their assistance when my blood pressure dropped to 70 and I eventually needed several blood transfusions in the hospital. I'm not sure what would have happened if I hadn’t been wearing my pendant. I’m incredibly grateful for the service.
— Mr. B.
I would like to thank and praise Rosie who looked after 2 calls for ambulances on Tuesday evening with me. Rosie definitely went above and beyond with her help, not only for the two residents but for me, who has no medical background!
— Angela, Village Manager
I recently had a friend who was assisted by INS LifeGuard, and I just wanted to express my appreciation for the service they provided. The questions they asked were spot-on, and the kindness they showed was both relevant and reassuring.
— Marilyn
I wanted to thank Kristie for her assistance this morning when I required an ambulance. They arrived promptly, and after experiencing a bout of vertigo, I’m already home and feeling much better. I’m very thankful for the care I received.
— Noeline E
I want to thank John for his quick action in calling 000 when my grandson was in shock after losing his grandfather. I’m truly grateful for his patience and understanding during such a difficult time.
— Mrs. Lynette P
I want to express my heartfelt thanks to Ben W for the help he provided in June when my husband was unwell. I’m happy to share that my husband is now home and recovering well.
— Ms. Laurie M
I am very grateful to Abbey for the help she provided when I had a fall in June. Her support was truly appreciated.
— Elizabeth M
I want to say a BIG THANK YOU to Robyn for saving my life recently when I had a stroke.
— Mrs. Pamela B
I want to express my gratitude to INS for their speedy response and for the help of their nurse, who was most caring and arranged for an ambulance to convey me to the hospital, where I received the appropriate attention.
— Mr. Tom W
I called to thank Rosie and the staff for calling an ambulance for my neighbor, Sally, when she fell. She is currently in the hospital and, unfortunately, broke her arm.
— Maree
I want to thank the INS nurses for their quick action in getting me an ambulance in April. I underwent major surgery and spent three weeks in the hospital.
— Mr. David G
I want to express my deepest gratitude to Nurse Belinda, who was there for me when I urgently needed an ambulance. Having this system in my home feels like having another person living with me—I no longer feel alone.
— Mrs. Morton
I want to express my heartfelt thanks to Robyn for the assistance she provided me the night before last when I needed the ambulance. I was extremely impressed with the nurse, the INS service, and the quick response time of the ambulance.
— Yvonne L.
I called to personally thank Roz for her help when I needed an ambulance. Your support was invaluable, and I’m truly grateful.
— Mrs. Jeannie A.
I want to extend my heartfelt thanks to Tim for assisting me recently with my faulty smoke detector. Your help was much appreciated.
— Mrs. Cook
I want to express my deep gratitude for all the support given to my mother over the last two years. A special thank you to Shay for being there during a very distressing time—it meant the world to me.
— Wonita
A big thank you to Ben W for your assistance the other morning. I truly appreciated how you kept me updated on what was happening during the three hours I was on the floor. Your support made a challenging time much easier.
— Bill H
I wanted to extend my heartfelt thanks to Kristie and Shay for their promptness and care yesterday. Your quick response and attention to detail made all the difference. Thank you so much!
— Mr. S and Mrs. P
I want to thank John for helping me with my alarm last week when I was short of breath. I was transported to the hospital, where it was determined I had blood clots in my lungs. I feel very lucky to be alive, and I’m deeply thankful to all the INS staff who assisted me.
— Mrs. Long
I want to express my deep gratitude to Ceara for calling the ambulance for my wife. Your quick thinking and excellent service made all the difference, and I cannot thank you enough.
— Allan T
I would like to sincerely thank you for your service. It has saved my mother several times after falls at home while she was alone. Knowing that she had help if she needed it gave us great peace of mind.
Hi Kimberley, I just want to say how much I appreciate your professionalism, care, and kindness since our first communication yesterday. You've been an absolute blessing, and I’m so thankful for how attentive and helpful you’ve been. I’m really looking forward to getting this installed for Dad.
— Natalie S.
Huge thank you to Roz. I didn’t think I needed the alarm, but after using it twice now for falls, I’m very grateful.
— Robert M.
Thank you so much, INS, for helping my husband last week when he was suffering from bad neuralgia. Your support meant the world to us, and we are very grateful.
— Mrs. Leonie R.
Thanks to the INS staff for all the wonderful and caring work over the years since I have been in the village.
— Jillian
I just wanted to take a moment to thank INS for all the assistance they've provided me over the years. Your help has been truly appreciated.
— Judith B., Campbelltown
I recently spoke with Ben M and was incredibly impressed by his politeness and knowledge about the equipment. I want to wish everyone at your company happiness and love during Christmas and the New Year. You are all lifesavers!
— Mr. Hanna
I want to express my extreme happiness with INS and how they collaborated with emergency services to ensure a quick and pleasant outcome when I needed an ambulance on Saturday. I’m especially grateful to Ben W. for his care and efficiency—he’s wonderful!
— Mrs. Barbara H.
I want to express my appreciation for the consistent and caring support I received from INS. Beverley and Shay responded promptly to my specific actions on file and even checked in with me to ensure I was okay. Thank you both for your dedication!
— Vanessa R.
I would like to express my appreciation of the service supplied by INS.The questions they asked and the kindness they expressed were very relevant and assuring.
— Marilyn
I want to thank Lisa for her assistance while I was shivering on the floor waiting for the ambulance. She kept me sane while I was waiting.
— Mrs. Connie H.
Sandra and I wanted to express our appreciation for the great service and efforts from George when Sandra was unwell recently. Great job, George!
— Bruce
Thank you for always being there and the friendly service you have always given [Mum]!
— Gwen R
Thank you for the INS LifeGuard for my husband to use when I had to go out for an appointment sometimes, knowing he would be able to use the pendant if needed.
— Carole H
I want to extend my deepest gratitude to Julie for the wonderful job she did when we had to call an ambulance for my husband last month.
— Mrs. Fox
I wanted to thank Karen for the assistance she provided with my father overnight.
— Sam
Thank you, INS, for taking such good care of my dad during his time of distress when he was struggling to breathe and feeling scared. Your help meant the world to us.
— Charles’ Daughter
Awesome, thanks for your great customer service, Ash! You really helped me out with a resident’s device, and I appreciate it.
— Robyn
I want to thank Kristie, Ben W, and Shay at INS for the thoughtful way they handled the alarm when my Mum needed help the other night. Your care and communication meant so much to us.
— A Client's Daughter
I’d like to extend my gratitude to Ceara and Shay for the care they showed my mother last week after her fall. Their assistance meant the world to us.
— Mrs. Kathleen’s daughter
During a recent medical emergency, my husband and I were immensely reassured by the prompt and professional response from INS LifeGuard Service. Robyn, a team member at INS, provided calm and effective support, quickly notifying the ambulance team and offering assistance over the phone. The swift arrival of the Village Manager further strengthened our confidence in the emergency care system. Now that my husband is recovering, we remain deeply appreciative of the compassionate and efficient service. We are so grateful for the reliable and comprehensive support provided by INS.
— Mr. and Mrs. Davis
Your phone and wrist button made me feel safe and secure in my home when through illness I felt vulnerable. The fact that I knew that I only had to press a button to have someone on the other end talk to me and arrange an ambulance allowed me to stay independent for as long as possible.<br>
— Barbara
Firstly, I would like to thank you for the consistent high-quality service you have provided to The Willows Residents during 2023. Your team responds with efficiency and kindness at all times and we value the attention and care given through all the calls we have made to you. THANK YOU!!!
Just wanted to say a huge THANK YOU for all your time and patience on the phone today Nicole. As a virgin INS user, I emailed you. You called me right away and were so patient and took the time to learn a little of what our village required from this system. You then patiently explained the functions of the portal, paying attention to the functions which [our village] would find helpful.
I just wish to say thank you to the INS staff member who assisted us, Alison. She was very calm and caring and made the effort to check in on the situation over the several hours the call was active. She helped alleviate some of my distress, and I hope that you can note this on her file or at least pass on my thanks to her once more.
— Retirement Village
I recently spoke with our resident, and she couldn’t praise you enough for the amazing care, compassion, and professionalism you provided her. I also want to extend my personal thanks for your help and the service you offer. I’m on the phone with your team many times a week, and I can add my compliments to this one.
— Village Staff Member
Thank you so much, INS, for all your assistance! I am Mrs. B’s daughter, and I wanted to express how grateful I am for everything. I believe in giving credit where it’s due, and everyone at INS was so helpful in swapping over and setting up my mother’s new alarm device. Your support has been invaluable.
— Margaret
I wanted to take a moment to express my deep gratitude for the exceptional service my wife and I received. Both of us had contracted Covid, and when my wife needed to be transported to the hospital, everything went off without a hitch—like a Swiss watch. I’m particularly thankful to John, who handled our alarm call with such professionalism. Thank you to everyone involved in providing us with such excellent care.
— Arthur T
On behalf of our independent living village I must pass on our sincere thanks as your team have been really impressive lately with responding to emergencies, especially regarding one of dear residents who required an ambulance yesterday whilst having lunch in our clubroom...response time was fantastic…..well done!
I want to thank two of your staff members who I spoke to recently. They were both so kind and understanding during what was an incredibly difficult time for us. Staff who are so caring, especially during such tough times, are truly a credit to any organisation. Thank you so much.
— Debra N.
I’m the manager of one of our new village sites, and I wanted to share some positive feedback with INS. The residents have been very complimentary of our team, especially the nurses who respond to the emergency alarms. They were lovely, and it’s clear we’re doing a great job. Well done, everyone!
I want to extend my gratitude for your continued excellent service. My daughter shared that the old unit worked perfectly on Monday, helping secure an ambulance for Mum. The person from INS who assisted us was extremely calm and helpful. I thought you might appreciate this positive feedback.
Frequently Asked Questions
What is INS LifeGuard?
INS LifeGuard is an Australian personal alarm and emergency response service that provides monitored safety solutions for seniors, people living with disability, DVA clients, NDIS participants, Support at Home recipients, retirement villages, care providers, employers and lone workers.
What is a personal alarm?
A personal alarm is a device or app that allows someone to call for help quickly in an emergency or safety concern. It may include an emergency button, two-way communication, GPS location support, fall detection, smartwatch connectivity and alerts to nominated contacts, depending on the selected service.
How much does a personal alarm cost?
The cost of an INS LifeGuard personal alarm depends on the type of solution selected, including whether you need an app-based service, smartwatch option, monitored personal alarm device, fall detection, GPS location support or additional monitoring features.
INS LifeGuard also supports different funding pathways, including self-funded options, DVA, NDIS and Support at Home, where eligible. The best way to confirm pricing is to compare the available options or speak with the INS LifeGuard team about the right solution for your needs.
Who responds when I press an INS LifeGuard alarm?
When an INS LifeGuard alarm is activated, the user is connected to our 24/7 Emergency Response Centre. Our team can assess the situation, speak with the user where possible, contact emergency services, notify nominated contacts or coordinate the most appropriate response.
What makes INS LifeGuard different from other personal alarm providers?
INS LifeGuard’s Emergency Response Centre is staffed by trained emergency responders who are also qualified healthcare professionals, including Registered and Enrolled Nurses. This means alarm calls can be assessed with clinical understanding, not just handled through a script.
Does INS LifeGuard provide personal alarms for seniors?
Yes. INS LifeGuard provides monitored personal alarms for seniors who want to remain independent, safe and supported at home and while out in the community.
Do INS LifeGuard personal alarms work outside the home?
Yes. INS LifeGuard offers mobile personal alarm options with features such as GPS location support, two-way communication and emergency response access while away from home, depending on the device selected.
Does INS LifeGuard offer smartwatch personal alarms?
Yes. INS LifeGuard offers smartwatch and mobile app safety options for people who want modern personal alarm features in a wearable or app-based format.
Can INS LifeGuard support health monitoring?
Depending on the device or service selected, INS LifeGuard may support health monitoring features and insights through compatible technology. These features are designed to support safety, reassurance and early awareness, not to replace medical care from a GP or treating health professional.
Does INS LifeGuard support DVA clients?
Yes. INS LifeGuard is a DVA-contracted provider of nurse-monitored personal alarms for eligible veterans.
Is INS LifeGuard an NDIS provider?
Yes. INS LifeGuard is a registered NDIS provider and supports eligible participants with monitored personal alarm and safety solutions.
Can INS LifeGuard support people under Support at Home?
INS LifeGuard can support eligible Support at Home recipients with personal alarm and safety solutions, subject to assessment and the person’s care plan.
Is INS LifeGuard available across Australia?
Yes. INS LifeGuard supports clients across Australia with monitored personal alarm and safety services.
Looking for a Personal Alarm Backed by Clinical Support?
Whether you are choosing a personal alarm for yourself, a loved one, a client, a resident or a worker, INS LifeGuard can help you find the right monitored safety solution.
Our team can explain device options, funding pathways and how our 24/7 nurse-led response service works.
INS LifeGuard is the only nurse on-call personal emergency response service in Australia. We have a commitment to healthcare innovation which includes personal alarms and medical alert solutions that make independence easier, safer and more enjoyable.
Our services support Seniors, Carers, Providers, NDIS Participants, Retirement Villages, DVA, Lone Workers and anyone that wants the security that help is a press of a button away.
Learn about fall prevention in aged care, fall management strategies, risk factors and how personal alarms and medical alert systems can support older Australians.
Learn about fall prevention in aged care, fall management strategies, risk factors and how personal alarms and medical alert systems can support older Australians.
INS CareCall supplies and monitors emergency response equipment and services, including hardware manufactured by Chiptech, Smart-Caller, SmartLink, and the LifeGuard L-Series Diallers.
Monitoring of alarms is provided through INS LifeGuard's unique Emergency Response Centre, which is the only personal alarm response centre staffed by qualified nurses. This is an important distinction.
