INS CareCall

1300 599 532

International Enquiries

+61 2 4254 6226
FAQs

Frequently Asked Questions

INS CareCall is apart of INS Group which is one of Australia’s leading providers of medical monitoring, emergency response, and mobile alarms that ensure users remain safe and secure.

Our products are designed to offer a wide range of solutions to meet your needs, from easy to install domestic units to fully integrated telecare and telehealth systems for villages and housing organizations.


Below are some questions we are often asked.

General Service FAQs

  • Why choose INS CareCall over any other Personal Response system provider?

    All calls are answered by qualified nurses and other healthcare professionals at INS LifeGuard. This is exclusive to INS. We exceed Australian Standards for medical monitoring … indeed we work under the higher standards required and expected of us as registered health care providers.

  • Who gets notified in an emergency?

    In an emergency, we’ll follow the village protocols (for village residents), and summon Emergency Services (police, fire brigade, or ambulance) depending on the situation. With your permission, we’ll call the nominated Emergency contacts provided on your Client Information Form, and/or the Village Manager, if you’re a village resident.

  • How will I learn to use the alarm system?

    Upon installation by INS CareCall, our technician will carefully explain how the device works. If self-installed, INS CareCall will include supporting documentation in the Welcome Pack to assist you throughout the installation process. Every client receives a User Guide which outlines the functionality of the device. Should you require further assistance at any time, simply press the HELP button (either on your wrist or pendant transmitter, or on the device itself) and you’ll be connected to our nurses who can answer any questions you may have. Alternatively, you can call us on 1300 599 532 at any time.

  • How can I be sure the system is working?

    We encourage you to test your system just to ensure that everything is working fine. We recommend this be done at least monthly. Testing involves simply pressing the HELP button (preferably on your wrist or pendant transmitter). When the nurse answers, just advise them that you are testing. If at any time you feel there may be a problem with your system, simply call 1300 599 532 and speak to our friendly nurses for assistance.

  • If I'm not near the phone when I press the pendant, can I still be heard?

    If you are in another room, the alarm should still work. On installation, our technicians perform a range test to ensure the system works from every room. If self-installed, INS recommends you test the system by following the instructions included in the Welcome Pack. This will help you to identify any potential limitations. We recommend regular testing as coverage can change over time.

  • What is the range of the wrist or pendant transmitter?

    All transmitters are manufactured to comply with Australian Standards AS 4607. This includes a range of up to 50 metres in open space (depending on the type of transmitter). The actual range of the pendant should be tested in the home to confirm coverage area. Please note that range is subject to a number of factors including the type of building materials used in your home and environmental factors. We can also supply options to extend the transmitter range to larger areas around homes.

  • Will my transmitter work when I'm outside my home?

    INS does not perform any testing of the transmitter outside the home. As such, we cannot guarantee they will work outside and recommend they be used inside the home only. However, we do offer range extenders that can boost the coverage, and mobile alarm systems that can be used outside or when you’re away from home.

  • Can I wear my pendant in the shower?

    Yes! The standard pendant or wrist transmitter is water resistant.

  • Will my pendant interfere with my pacemaker if I wear it around my neck?

    No. The pendant has been tested in accordance with AS/NZS 61000.6.3 standard 2008 for EMC (Electromagnetic compatibility) and has been certified as compliant.

  • How will emergency personnel get into the home?

    We recommend a security key holder be installed. Our TeleHealth Nurse will provide the code to emergency personnel if they are called. If you don’t have a security key holder, one of your nominated contacts should have a key to your home and live close enough to meet emergency services at your door in an emergency.

  • What happens if the electricity goes out?

    Our units have a battery back-up that will operate the unit in the event of a power outage. When the power is restored, the battery automatically recharges and is then ready for any additional power outages. INS CareCall recommends you keep the unit plugged in at all times to ensure the battery is always fully charged. That way, if there is a power outage, the battery will last for up to 38 hours.

  • What happens if I fall over at night?

    Just press your HELP button – our call centre is staffed by qualified nurses and other healthcare professionals 24 hours a day, seven days a week.

  • What will happen if I accidentally press my pendant and send an alarm?

    You can press the cancel button on the device. 


    Should you not cancel the alarm in time, it will send the alarm and a nurse at INS LifeGuard will respond. Simply advise the nurse that it was activated accidentally and that no assistance is required. This can then be treated as a test alarm, thus confirming that your device and pendant are working correctly.

  • Can I set up the unit for my loved one, or does it have to be professionally installed?

    Our units are quite easy to install, and full instructions are provided, so you can save money by installing it yourself. If you prefer, we can send a technician to install the unit.

  • What if I wish to move the unit within my residence?

    INS CareCall recommends not moving your device, as diagnostic tests were performed during installation to ensure the best network connectivity in its present location. If you must move your device, we ask that afterwards you perform a test from your wrist or pendant transmitter to ensure the alarms are still received by our call centre. Please advise the nurse you have moved the unit and are testing it.

  • What if I move to a new address?

    We can transfer your system to your new address. Just give us as much notice as possible so we can update your file with the new information. Then simply connect the system at the new address, and press the HELP button to test the unit. Our nurses will respond and confirm that everything is working properly.

  • Where is the response centre located?

    Our Emergency Response Centres are located in New South Wales, Australia, operate 24/7, including all public holidays – so we are always available when you need assistance.

  • How much does it cost?

    There is a one-off establishment fee to install your INS equipment and establish the monitoring service, but it can be reduced if you’re able to self-install (it’s easy and we provide instructions). An ongoing monitoring fee provides 24/7 access to the experienced TeleHealth Nurses in our Emergency Response Centre, as well as our chat line / medical info line. Various plans are available – you can pay quarterly, half-yearly or yearly. Please call 1300 599 532 for more information – our operators would be happy to discuss the fees with you.


    There are no hidden costs, no long-term contracts, and you may discontinue the service at any time. And unlike other providers, once you are with INS, all calls made to INS LifeGuard from the alarm system are free!

  • Can I have the monthly payment charged to my credit card?

    Yes. Credit card payments can easily be set up when your service is started.

  • Will activating my INS CareCall alarm system mean higher phone bills?

    No. In fact, our newest alarm systems do not use any telephone line. They work via a SIM card over the mobile network.

Village Management FAQs

  • What is the process followed when responding to alarms from our residents?

    INS has developed a diagram that outlines the entire process, including how we comply with Australian Standard AS4607, which governs Personal Response Systems. You can view or download this diagram by clicking the link below.


    INS Emergency Alarm Response Process

  • How do I update resident details held by INS CareCall?

    INS has an innovative, secure web portal that allows you to update your residents’ details (with their permission), as well as run reports, broadcast information, and much more. It also allows you to provide TeleHealth services to your residents. To request access to this portal, simply call 1300 599 532.

  • How do I move a device from one unit or villa to another within the same village?

    Please contact INS CareCall prior to moving the device. INS CareCall must be advised of both the old and new address so we can update the information in our system to ensure everything works properly.


    All IPD devices are pre-programmed to an individual unit, villa or apartment with a specific ID code, and they cannot be moved to another residence without first informing INS CareCall.

  • If I require a replacement device, how long will it take to receive it?

    Depending on your location, the replacement device will be posted via either Australia Post or a contracted courier. The standard time frame is 14 business days from your initial request. Please Note: Once dispatched, INS CareCall does not have any control over these delivery services. If you do not receive your order within this time frame, please contact INS CareCall on 1300 599 532 and a customer service officer will investigate and get back to you.

  • What items are included with the replacement device?

    It depends on the reason for the replacement. The cords, antenna and wrist or pendant transmitter from the old device will need to be used for the new device when it arrives.


    The old base unit will then need to be sent back to INS using our reply paid address: INS LifeGuard, Reply Paid, PO Box 485, Unanderra NSW 2526 AUSTRALIA. If the old device is not received by INS within 14 days of receipt of the new device, then an invoice will be generated and you will be billed for the full cost of the new device.

  • Where will I find Terms & Conditions as well as Warranty information?

    Our Terms & Conditions can be found here. The warranty can be found in the back of the User Guide for your particular device.

What Our Clients Say


  • I remain a committed advocate of INS. Peace of mind is ours because we can trust the INS will be there when we need it. Not many better gifts available for my wife, family, and friends – give me INS.

    Clem

  • Thank you INS very much for helping my husband last week when he was experiencing bad neuralgia – I am very grateful.

    Leonie

  • Wow what an amazing service! When my Grandma fell INS were so kind and caring they even followed up when she was returned home from hospital. I’m very thankful for their services!!

    Kristy

  • I’d flipped backward hitting my head. I couldn’t move. I remembered my INS LifeGuard pendant and pressed the button. I instantly heard a voice say ‘Hello Josephine, are you OK?’ Though I was outside he could hear me. He stayed online with me until the ambulance arrived. It was the best piece of technology I could have wished for. I know it works, and I feel safe.

    Josephine

  • Thank you so very much for all your assistance to me in relation to my father. It is a nice feeling to know that if he requires help at any time he can call INS. Your help has been invaluable. I decided to use INS after ringing many companies and the main reason was your wonderful personalised approach.

    Rosemary

  • INS LifeGuard has enabled our parents (88 & 90 years of age) to enjoy many more years in their own home than was ever expected. We as a family had peace of mind that in a medical emergency the necessary procedures were implemented far quicker than we could coordinate.

    Graeme

  • Thanks to the INS staff for all the wonderful and caring work over the years since I have been in the village.

    Jillian

  • Thank you all very much for helping me so kindly to get the LifeGuard SmartMobile app on my mobile phone. Ben walked me through the process very kindly and we got it working really well. I am VERY HAPPY!

    Diana

  • Thank you Robyn for helping when my husband had a stroke.

    Pat

  • Thank you to Rosie for the assistance she gave and for getting an ambulance out so quickly.

    Rosemary

  • I used the INS emergency call system and within ten minutes of so, the ambulance was at my doorstep and I was treated on the spot and rushed to emergency. The INS nurse called me yesterday to ask how I was. The INS people were excellent, acted very promptly to my call and lived up to our expectation that this is a proper and effective service.

    Brian

  • Thank you Ceara for your help I appreciate everything the INS has done for my mother.

    Lynne

  • I give this company 100% the best equipment my mother has ever had and the call centre are so caring and kind wouldn’t go with any other company, helpful staff and 24-7 care well done INS

    Rosie

  • I would like to express my gratitude with your company INS LifeGuard. My parents both used your system and when my father suddenly passed away at home my mother pressed her pendant and the nurses at INS called emergency services and kept her calm throughout the whole process. Unfortunately, I had to use my mother’s pendant this year in January when I found my mother had also passed away. INS nurses called emergency services and their promptness allowed the ambos to arrive within minutes. The INS nurses kept in constant contact with me keeping me calm. I cannot thank INS enough and would recommend this system to anyone. Thank you

    Lisa

  • 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

  • Extremely happy with INS and the way they worked together with emergency services to get a quick and pleasant result on Saturday when I required an ambulance. Especially Ben for his care and efficiency. “He is wonderful.”

    Barbara

  • Thank you Robyn for all your assistance and follow up after I was transported to the hospital.

    Frank

  • I remain a committed advocate of INS. Peace of mind is ours because we can trust the INS will be there when we need it. Not many better gifts available for my wife, family, and friends – give me INS.

    Clem

  • Thank you INS very much for helping my husband last week when he was experiencing bad neuralgia – I am very grateful.

    Leonie

  • Wow what an amazing service! When my Grandma fell INS were so kind and caring they even followed up when she was returned home from hospital. I’m very thankful for their services!!

    Kristy

  • I’d flipped backward hitting my head. I couldn’t move. I remembered my INS LifeGuard pendant and pressed the button. I instantly heard a voice say ‘Hello Josephine, are you OK?’ Though I was outside he could hear me. He stayed online with me until the ambulance arrived. It was the best piece of technology I could have wished for. I know it works, and I feel safe.

    Josephine

  • Thank you so very much for all your assistance to me in relation to my father. It is a nice feeling to know that if he requires help at any time he can call INS. Your help has been invaluable. I decided to use INS after ringing many companies and the main reason was your wonderful personalised approach.

    Rosemary

  • INS LifeGuard has enabled our parents (88 & 90 years of age) to enjoy many more years in their own home than was ever expected. We as a family had peace of mind that in a medical emergency the necessary procedures were implemented far quicker than we could coordinate.

    Graeme

  • Thanks to the INS staff for all the wonderful and caring work over the years since I have been in the village.

    Jillian

  • Thank you all very much for helping me so kindly to get the LifeGuard SmartMobile app on my mobile phone. Ben walked me through the process very kindly and we got it working really well. I am VERY HAPPY!

    Diana

  • Thank you Robyn for helping when my husband had a stroke.

    Pat

  • Thank you to Rosie for the assistance she gave and for getting an ambulance out so quickly.

    Rosemary

  • I used the INS emergency call system and within ten minutes of so, the ambulance was at my doorstep and I was treated on the spot and rushed to emergency. The INS nurse called me yesterday to ask how I was. The INS people were excellent, acted very promptly to my call and lived up to our expectation that this is a proper and effective service.

    Brian

  • Thank you Ceara for your help I appreciate everything the INS has done for my mother.

    Lynne

  • I give this company 100% the best equipment my mother has ever had and the call centre are so caring and kind wouldn’t go with any other company, helpful staff and 24-7 care well done INS

    Rosie

  • I would like to express my gratitude with your company INS LifeGuard. My parents both used your system and when my father suddenly passed away at home my mother pressed her pendant and the nurses at INS called emergency services and kept her calm throughout the whole process. Unfortunately, I had to use my mother’s pendant this year in January when I found my mother had also passed away. INS nurses called emergency services and their promptness allowed the ambos to arrive within minutes. The INS nurses kept in constant contact with me keeping me calm. I cannot thank INS enough and would recommend this system to anyone. Thank you

    Lisa

  • 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

  • Extremely happy with INS and the way they worked together with emergency services to get a quick and pleasant result on Saturday when I required an ambulance. Especially Ben for his care and efficiency. “He is wonderful.”

    Barbara

  • Thank you Robyn for all your assistance and follow up after I was transported to the hospital.

    Frank
Share by: