What happens in an emergency — by plan

If you're reading this because you're worried about what would happen in an emergency — for yourself, or for someone you love — that worry is completely understandable. This article walks through how each Lumin plan handles emergencies, so you can be clear about what you have, or work out what would give you the most peace of mind. The short version: Lumin offers three plans for individuals — Just Connect, Ease of Mind, and Rest Assured — and they handle emergencies differently. There's no single Lumin emergency response that applies to everyone, so the right answer for you depends on the plan you're on. If you're in a retirement village, your village sets its own emergency protocol — see the section near the end of this article.

Just Connect

Just Connect is Lumin's most straightforward plan. It's built around staying in touch — video calls, messages, photos, entertainment, the things that make daily life feel connected. It does not include an emergency response. If having a way to call for help is something you'd like for yourself or your loved one, Ease of Mind or Rest Assured is what gives you that — and the rest of this article explains how each one works. Some people already have an emergency pendant or other device they're happy with, and choose Just Connect because Lumin is filling a different need — connection, not safety. That's a perfectly reasonable choice. In that situation, the emergency response sits outside Lumin and works the way your existing service has set it up.

Ease of Mind

Ease of Mind brings designated Supporters — usually family or close friends — into the emergency loop. When the emergency button is pressed on the CareHub, or when a connected pendant is triggered, every Supporter receives an alert at the same time. The alert comes through as both a notification in the Supporters App and an SMS, so it's hard to miss. From the alert, a Supporter can:

• Tap Acknowledge to let the other Supporters know they're responding
• Call the person directly through the Supporters App to check in
• Phone emergency services on 000 (AU) or 111 (NZ) if that's what's needed
• Tap Resolve once everything is in hand, which lets the other Supporters know they can stand down There is no Lumin monitoring centre on Ease of Mind. Supporters are the response. For Ease of Mind to do its job well, it helps to have at least one Supporter who is reliably contactable — day, night, weekends — so that an alert won't sit unanswered.

Rest Assured

Rest Assured adds a 24/7 professional monitoring centre. When the emergency button is pressed, or a connected pendant is triggered, the alert goes to the monitoring centre — not to Supporters. Trained operators answer immediately, work out what's happening, and contact emergency services if it's needed. Supporters are informed once the monitoring centre has triaged the situation, so they know what's going on without being pulled into the front-line response. Rest Assured also offers an optional add-on — Proactive Daily Wellbeing Checks ($10/month) — where the person on the CareHub confirms each day, before an agreed time, that they're doing okay. If they don't check in, the monitoring centre is alerted automatically, without anyone needing to press anything.

If you're in a retirement village

If your CareHub is part of a retirement village setup, the emergency response is configured by the village, not by the Individual plans above. Lumin can connect your CareHub directly to:

• The village's central nurses' station
• A 24/7 monitoring centre
• The village's front desk Which one applies to you, and what happens when an alert is raised, depends on what your village has set up. The friendliest place to start is with your village staff — they can tell you exactly how it works in your home.

A few things that apply across every plan

• Pendants and other connected devices. Where a plan includes emergency response (Ease of Mind and Rest Assured), pendants and connected devices trigger the same alerts as the CareHub itself. They're an additional way to raise an alert, not a separate or competing service.
• Battery and connectivity alerts are not emergency alerts. If the CareHub goes offline or runs low on battery, Supporters get a quiet operational notification. These never reach a monitoring centre and aren't treated as emergencies.
• Changing plans. Plans can be moved up or down at any time — speak to Lumin Support and they'll talk you through it.