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  • FAQ

    Browse by category

    Order Support

    Inquiring about signing up,
    installation, termination

    Smart Home Sensor System

    How it works, what it consists,
    repair and replacement

    ConnectedLife App

    Inquiring about features of mobile apps

    Insurance Coverage

    Inquiring about eligibility, payouts,
    and conditions

    24/7 Emergency Response
    & Personal Assistance

    How we handle emergency
    situation, personal assistance

  • ORDER SUPPORT

    Order Support

    The refundable deposit is for the equipment and it will be held until the end of the 2 year contract agreement.

    The deposit will be refunded to you at the end of the 2 year contract agreement should you wish to end the subscription to ConnectedLife Independent Living Solution. In the instance where you renew the contract with ConnectedLife, this deposit will be carried forward to the subsequent 2 years.

    The billing cycle will only begin once installation is complete.

    Your credit card will be charged monthly on the same date as installation.

    Upon registration, ConnectedLife will call you in 3-5 days prior to installation date to confirm delivery and installation time. It will take around 30 mins to get the system up and running. It is recommended that the older adult and their family are present during the installation as we would be going through all the functions of the system with you.

    You are able to make changes any time up to 72 hours prior to the initial scheduled installation date. Any changes made later than 72 hours will not be applied, and the initial scheduled installation date will hold. Penalty fees apply when no one is at home when ConnectedLife’s engineer turns up on the scheduled installation date.

    Once you’ve placed your order, ConnectedLife will send you a confirmation email detailing a checklist of things to prepare before installation. Also, 72 hours prior to the scheduled installation date, ConnectedLife will send you a final installation reminder via email.

    There is a minimum contract period of 24 months when signing up for the ConnectedLife Independent Living Solution with the option of renewal at the end of the contract period. If you wish to terminate before the end of the contract period, early termination fees apply.

    We are saddened by your loss. In the unfortunate event where the older adult passes on, a compassionate termination will be applied and we would require the Certified True Copy of Death Certificate as supporting document. Early termination fees do not apply in this instance.

    The contract will be terminated at the end of 2 years, and there will not be any automatic renewal. If you wish to continue the service after the end of 2 years, we will require you to sign on a new contract. Our friendly staff at ConnectedLife will get in touch with you when your contract is about to end.

    Didn’t find what you were looking for?

    We’re just a call away.
    Call us at 9145 1576 to speak directly to our friendly representative. Available from Monday to Friday 10AM to 6PM SGT.

    If you prefer to email, please send your inquiries to hello@connectedlife.io. We will respond as soon as possible.

  • SMART HOME SENSOR SYSTEM

    Smart Home Sensor System

    A wireless and non-intrusive sensor system will be installed in the house of an older adult to enable them to live well within the comforts of their home. With the ConnectedLife app downloaded on your phone, you can check in to see if all is normal and be notified when an emergency or unusual activity happened.

    • Device
      Purpose
    • ConnectedLife Hub
      Placed in a central location, it collects data from all devices in the home
    • Door Contact Sensor
      Detects the opening and closing of doors
    • Motion Sensor
      Detects passive movement
    • Bedside Assistance (RMS)
      Monitors sleeping patterns, loud noises, movement and includes an emergency button
    • Smart Plug
      Detects appliance usage
    • Presence Tag
      Tracks in/out of home
    • Water Leak Sensor
      Detects standing water (leaks) on the floor surface
    • Smoke Sensor
      Detects smoke (fire)

    The system is non-intrusive (no camera-based or audio-recording sensors are used) and the sensors (installed on the walls) only pick up passive movements, so it does not compromise the older adults’ privacy, and they can go about their daily routine without any changes or disruption.

    No, existing WiFi is not required in the home. Our hub comes built in with cellular connection for households that do not have WiFi to ensure that the collected data will be sent to our cloud for analytics.

    Yes. The hub needs to be switched on at all times so that data from the sensors captured is not lost and will be continuously sent to our cloud for analytics.

    ConnectedLife has stringent installation procedures and quality assessment testing to ensure that all sensors are working before our engineer leaves your home. For crucial functions e.g. emergency button, we will test it on site to ensure that all notifications and call flows are running properly. Only once all of our tests have passed, do we close the installation and begin the service. Then on, ConnectedLife monitors the status of all of the sensors in the home. If there is any issue, our team will contact you to address the issue.

    Our engineers place the devices in the most optimal location. Please do not move them as that will affect the data collected and accuracy of the analysis. If you have any issues with the device placement, please contact us at hello@connectedlife.io.

    The sensor batteries last around 10-12 months. You will receive an app notification when the batteries in the devices reach 20% and less.

    If the device suffers hardware failure or a manufacturing defect, it will be replaced without charge. However, if the device is lost or has been damaged due to negligence or misuse, there may be an additional hardware charge to replace the device.

    Upon installation, additional devices can be added to the system by our technicians upon request and evaluation. Additional hardware charges apply to your monthly subscription fee.

    You may only purchase or add on ConnectedLife approved devices which requires configuration to the hub. Installation of new devices after purchase will be performed by our engineers. Currently the ConnectedLife system is a managed system and we are exploring self installation by users and more recommended connected devices for future updates to the system.

    Didn’t find what you were looking for?

    We’re just a call away.
    Call us at 9145 1576 to speak directly to our friendly representative. Available from Monday to Friday 10AM to 6PM SGT.

    If you prefer to email, please send your inquiries to hello@connectedlife.io. We will respond as soon as possible.

  • CONNECTEDLIFE APP

    ConnectedLife App

    The ConnectedLife app is available for download from Apple iTunes and Android Google Play Store.

    When you open the app, choose “Principal Companion” only if you are the paying primary caregiver, otherwise choose “Invited Companion” if you are the older adult or invited secondary caregivers.

    • For First-Time Users
      • First time users are provided with a default one-time password sent as a text message via mobile phone. You must sign-in with your mobile number and the one-time password provided. Upon successful sign-in, you will be prompted to create your new password.
    • For Repeat Users
      • Repeat users sign-in with their registered mobile number and newly created password.

    • Notification
      Meaning
    • Emergency Button
      Emergency button was pressed and older adult is in distress. Caregivers are immediately notified to acknowledge message within 15 minutes that responsible action will be taken, otherwise 24/7 Personal Assistance will be triggered.
    • Bathroom Inactivity
      Last movement detected was in the bathroom and there has been no movement detected in the rest of the house for a specified timeframe afterwards.
    • Updated Rest Time
      Total rest time from the night before.
    • Water Leak
      Standing water (leaks) has been detected.
    • Smoke
      Smoke (fire) has been detected.
    • Hub Down
      The Hub is not functioning optimally and there may be varying causes for it.
    • Low Battery
      Battery in the sensor has reached 20% or lower.

    Only the paying primary caregiver i.e. “Principal Companion” would be able to add secondary caregivers under Settings > Access Permissions. Up to 4 secondary caregivers can be added and granted full access to the data of the older adult that is being cared for.

    Make sure you have a good mobile signal and your device is not in ‘do not disturb’ or ‘airplane mode.’ Both iOS and Android have these settings that can block alerts and notifications from being received.

    Double-check that you’ve allowed ConnectedLife to send you notifications. In your mobile device’s settings, verify that you’ve enabled this feature and that the specific notification style for the ConnectedLife app meets your preferences.

    Enable iOS notifications:

    • Tap the Settings app.
    • Tap Notifications.
    • Scroll down and tap the ConnectedLife app icon.
    • Make sure the Allow Notifications toggle is green.
    • Make sure the Show on Lock Screen toggle is green.
    • Make sure Alert Style When Unlocked is set to Banners or Alerts.

    Enable Android notifications:

    • Navigate to the Settings app.
    • Tap Apps.
    • Tap ConnectedLife.
    • Select Show notifications.

    Didn’t find what you were looking for?

    We’re just a call away.
    Call us at 9145 1576 to speak directly to our friendly representative. Available from Monday to Friday 10AM to 6PM SGT.

    If you prefer to email, please send your inquiries to hello@connectedlife.io. We will respond as soon as possible.

  • INSURANCE

    Insurance

    The policy provides a payout of S$250 each time the insured older adult is hospitalized for at least 6 consecutive hours due to an accident, up to 4 times a year. It also includes a payout of S$20,000 for death as a result of an accident.

    Upon successful submission and validation of the claim form and relevant supporting documents:

    1. S$250 cash will automatically be credited within 14 working days to the bank account of the insured older adult due to hospitalization because of an accident.
    2. In the terrible circumstance of death because of an accident, a S$20,000 cheque payout will be made to the insured older adult’s immediate family to help with the management of affairs.

    Your policy will commence at the date of installation of your ConnectedLife Smart Home Independent Living Solution. A representative from Aviva will accompany ConnectedLife’s engineer during the installation to provide you with the Certificate of Insurance and further explain the policy benefits to you and your family as required.

    You are not able to make any changes to the coverage benefits. However, you may engage the Aviva representative or contact Aviva via email at arc@aviva-asia.com or WhatsApp at 9238 7393 on other plans as you require them.

    All approved hospitalization claim payouts will be made to the insured older adult whose home is installed with ConnectedLife Smart Home Independent Living Solution. The full name of the older adult including his/her bank account details would be required at the time of installation for payout to be credited.

    The insured older adult will need to be under 80 years old at the time of installation of ConnectedLife Smart Home Independent Living Solution to qualify.

    Yes. This coverage is provided with the ConnectedLife Smart Home Independent Living Solution.

    “Accident” shall mean an incident caused by accidental, violent, external and visible means. This includes but not limited to falls, suffocation by smoke, poisonous fumes, gas and drowning, provided that such event does not arise as a result of the insured older adult’s willful and intentional act.

    Insured older adult must be hospitalized for at least 6 consecutive hours as a result of an accident.

    You may download the claim form here. We will require you to fill up and send us the claim form no later than 90 days from the date of hospitalization, as well as provide the finalized hospital bill with admission and discharge dates indicated, and inpatient discharged summary as supporting documents. Alternatively, you may contact either ConnectedLife at customer@connectedlife.io / 9145 1576 or Aviva at managed_care3@aviva-asia.com / 6827 8030 to receive assistance for your claims.

    You may download the claim form here. We will require you to fill up and send us the claim form no later than 90 days from the death date of the insured older adult, as well as provide the Certified True Copy of Death Certificate, Certified True Copy of Claimant’s identity card, Proof of Claimant’s relationship with deceased, Police Investigation Report, Post Mortem / Autopsy Report including Toxicology Report, and Coroner’s Inquest / Verdict as supporting documents. You may contact either ConnectedLife at customer@connectedlife.io / 9145 1576 or Aviva at managed_care3@aviva-asia.com / 6827 8030 to receive assistance to get you through this difficult time.

    You may contact ConnectedLife at customer@connectedlife.io / 9145 1576 to make changes to banking information.

    The policy will be cancelled when your subscription for the ConnectedLife Smart Home Independent Living Solution ends. Please note that there are penalties for early termination of the two-year contract agreement.

    The termination / end of the two-year contract agreement with ConnectedLife will result in the termination of the policy and all its accompanying benefits, unless further renewal of contract with ConnectedLife is made.

    No, the policy solely exists as an exclusive bundle together with ConnectedLife’s Smart Home Independent Living Solution over a two-year contract agreement.

    Didn’t find what you were looking for?

    We’re just a call away.
    Call us at 9145 1576 to speak directly to our friendly representative. Available from Monday to Friday 10AM to 6PM SGT.

    If you prefer to email, please send your inquiries to hello@connectedlife.io. We will respond as soon as possible.

  • 24/7 EMERGENCY RESPONSE & PERSONAL ASSISTANCE

    24/7 Emergency Response & Personal Assistance

    It is to provide older adults with peace of mind knowing that unwavering care and support are available at any time, especially during times of distress when their family and caregivers are unavailable.

    We will activate an automated call back to the older adult’s landline or mobile phone to verify that the button pressed was not a false alarm.

    If the older adult does not pick up the phone or confirms that they are having an emergency, family and caregivers are notified immediately to take responsible action. Family and caregivers will need to acknowledge the notification within a timeframe of 15 minutes, otherwise it will be escalated to the 24/7 Personal Assistance team.

    In the instance where family and caregivers are unable to acknowledge the notification within the 15 minutes timeframe, the 24/7 Personal Assistance team will try to get in touch with the older adult to ascertain the situation and determine if it is required to escalate to national emergency services.

    The service cost has already been included into your monthly subscription fee of S$25 per month. Additional cost incurred from the activation of national emergency services such as but not limited to ambulance, police, SCDF, will be borne entirely by you.

    No, there is no option for opting out because the 24/7 Emergency Response & Personal Assistance is part of the ConnectedLife Independent Living Solution. Fret not as we have ensured that sufficient steps are in place such that the service will only be activated in real emergencies.

    Didn’t find what you were looking for?

    We’re just a call away.
    Call us at 9145 1576 to speak directly to our friendly representative. Available from Monday to Friday 10AM to 6PM SGT.

    If you prefer to email, please send your inquiries to hello@connectedlife.io. We will respond as soon as possible.

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