Scam Alert: How to Recognise Fake INS LifeGuard Messages

Why is this scam so concerning

INS LifeGuard monitored personal alarms and medical alarm devices play an important role in the well-being and safety of many older Australians, NDIS participants, people living alone, and vulnerable members of the community.

For many clients and families, a monitored personal alarm is more than a device; it is a lifeline. It provides reassurance that help is available when needed, especially in the event of a fall, a medical episode, a safety concern, or an emergency.

This is why scam messages claiming that an account has been “cancelled”, “deactivated”, or “requires urgent payment to reactivate” can be so distressing.



Scammers rely on creating a sense of urgency. They want people to panic and act quickly before they have time to stop, check, and confirm whether the message is genuine.

What the scam messages may say

The scam messages may claim that:

• your medical monitoring account has been cancelled
• your emergency alarm service has been deactivated
• your account requires urgent payment
• you must pay a reactivation fee
• your service will stop unless you act immediately

They may arrive by text message, email or phone call.



Some messages may include a link, a phone number, a payment request, or instructions to provide card details.

Why these messages can seem convincing

Scammers often impersonate trusted organisations. Scam emails and text messages can look genuine, especially if they use familiar names, urgent wording, similar contact details, logos, or links that appear official.

Scam messages often pressure people to act quickly, make a payment, click a link, or provide personal information.



That is why it is important to stop and check before acting on any unexpected message.

How to check if a message is really from INS LifeGuard

If you receive an unexpected message about your INS LifeGuard account, do not click any links or use any phone number included in the message.

Instead, contact INS LifeGuard directly using our official phone number:

1800 636 226

You can also check with a trusted family member, carer, village manager, provider or support person before making any payment.

This is especially important if the message says your service will be cancelled unless you act immediately.

Be cautious of unexpected messages asking you to:

• click a link to reactivate your account
• pay an urgent reactivation fee
• provide banking details
• provide card details
• provide Medicare information
• share passwords or verification codes
• call an unfamiliar number provided in the message

A simple rule is: do not use links or contact details provided in an unexpected message. Go directly to the trusted source instead.

For INS LifeGuard clients, that means calling us directly on 1800 636 226.

What to do if you receive a suspicious INS LifeGuard message

• Do not click links.
• Do not reply to the message.
• Do not provide personal or payment information.
• Do not call the number included in the message.
• Call INS LifeGuard directly on 1800 636 226 to check whether the message is genuine.
• Report the message to Scamwatch.
• Delete the message once it has been reported or checked.

What to do if you have already paid or shared details