The INS Group
The INS Group is a family-owned Australian healthcare company operating Australia's only nurse-staffed 24/7 emergency response centre, serving more than 30,000 independent living units across Australia and New Zealand via its patented LifeGuard SmartHome ecosystem of personal alarms, wearables, TeleHealth kiosks, and monitoring apps for seniors, NDIS participants, DVA card holders, and retirement village operators.
- Company typePrivate
- Founded1984
- HeadquartersUnanderra, Australia
- Headcount11–50
- GTM typeB2B and B2C
- OfferingServices
What The INS Group does
The INS Group is a family-owned Australian healthcare company founded in 1984 (originally as Illawarra Nursing Service) and headquartered in Unanderra, New South Wales. The company operates three divisions: INS LifeGuard, which runs Australia's only nurse-staffed 24/7 emergency response centre handling personal emergency response, TeleHealth monitoring, and clinical triage; INS CareCall, which supplies and monitors multi-vendor emergency response hardware (Chiptech, Smart-Caller, SmartLink, LifeGuard L-Series Diallers) following the 2019 acquisition of BaptistCare's CareCall operation; and INS Technologies, which develops the proprietary eHealth and TeleHealth platform.
The core technology platform is the patented LifeGuard SmartHome ecosystem, centred on the internationally patented SmartHome IP Dialler that integrates personal emergency response, TeleHealth monitoring, home automation, and social networking into a unified 4G/LTE-connected system. The product suite includes the SmartWatch V2 (4G wearable with fall detection and vital signs monitoring), the SmartTracker (GPS pendant with geofencing), the SmartKiosk (a community-based TeleHealth station with RFID access), the SmartMobile App (Android medical alarm), and the INS LifeGuardian Connect App for family and carer monitoring. Hardware accessories include fall sensors, call points, smoke detectors, and standard pendants. Compliance includes AS/NZS ISO 9001:2016, AS 4607:1999, AS 5205:2019, and AHPRA-registered clinical staff, with ISO/IEC 27001:2013 in progress.
The business model combines recurring monitoring subscription fees (from approximately A$8/month for the consumer mobile tier through enterprise village contracts), hardware sales, village equipment rental and managed monitoring services, TeleHealth services, government programme revenue (NDIS and DVA), and white-label call centre solutions. Go-to-market is sales-led with direct enterprise field sales targeting retirement village operators and aged care facilities, plus direct consumer sales via phone and website. The company reports over 30,000 monitored independent living units across Australia and New Zealand, with named enterprise customers including Live Life Villages, UnitingCare Ageing, Arvida NZ, Australian Unity, and Stockland.
The INS Group firmographics
Firmographics- Name
- The INS Group
- Legal name
- The INS Group
- Website
- https://theinsgroup.com.au
- Company type
- Private
- Founded year
- 1984
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- The INS Group is a family-owned Australian healthcare company operating Australia's only nurse-staffed 24/7 emergency response centre, serving more than 30,000 independent living units across Australia and New Zealand via its patented LifeGuard SmartHome ecosystem of personal alarms, wearables, TeleHealth kiosks, and monitoring apps for seniors, NDIS participants, DVA card holders, and retirement village operators.
- Ownership category
- akta.pro rank
The INS Group industry classification
Industry- Product category
- Personal Emergency Response and TeleHealth Monitoring Services
- NAICS
- Services for the Elderly and Persons with Disabilities (62412), Services for the Elderly and Persons with Disabilities (624120)
- SIC
- Services-Home Health Care Services (8082), Electromedical & Electrotherapeutic Apparatus (3845)
- akta.pro primary industry
- Elderly/Frail & Assisted Living Connected Care (PERS/Fall Detection) (HLACAFAE)
- akta.pro secondary industries
- Wearable Medical Alert Devices (Pendants, Watches, Bands) (HSAHAHAI), Emergency Dispatch, Call Center Monitoring & Response Services (HSAHAHAG), Two-Way Voice Emergency Communication Devices & Services (HSAHAHAF), Independent Living Community Technology & Safety Solutions (Nurse Call/Monitoring/Access Control) (HLADAAAJ), Nurse Triage & Clinical Call-Center Teletriage Platforms (HLALAJAC), Elder Care, Wellness & Home Health IoT (Fall Detection, Medical Alerts, Sleep/Wellness Sensors) (HSAPAQAJ)
Keywords
Where The INS Group is headquartered
LocationHeadquarters
- HQ city
- Unanderra
- HQ country
- Australia
- HQ region
- Oceania
Offices2 records
Markets served
The INS Group business model
Business model- GTM type
- B2B and B2C
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Supply Chain, Marketing or Sales, Infrastructure
Revenue model
- Recurring Monitoring Fees: Monthly or annual monitoring fees for 24/7 emergency response services. Services are staffed by qualified nurses and healthcare professionals available around the clock. Fees vary by product type (in-home vs mobile) and service level.
- Hardware Sales: Sale of medical alarm devices including SmartHome IP Diallers, SmartWatch, SmartTracker, SmartMobile, SmartHome Mate, and accessories. Also includes equipment supply for retirement villages and aged care facilities.
- Village Equipment Rental & Monitoring: Rental and monitoring services specifically designed for retirement village operators, including supply, installation, and ongoing monitoring of village-wide emergency response systems.
- TeleHealth Services: Optional professional monitoring and review services by Registered Nurses, including vital sign monitoring, monthly nursing reviews, GP coordination, and video consultations. Can be offered as add-on to monitoring services.
- NDIS and DVA Funding: Revenue from government-funded programs including NDIS (National Disability Insurance Scheme) for eligible participants and DVA (Department of Veterans' Affairs) for veterans and their dependents. Services accepted under various DVA card types.
- Call Centre Solutions: Bespoke inbound call centre and customer service solutions for healthcare sector organizations. Services include telephone health information and advice, nurse triage, welfare and patient care support. Can be white-labeled.
- Managed Communications: Integrated telecommunications services for villages including telephone and internet services, audio/video calling capabilities for residents.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | Mobile Alarm Service - LifeGuard SmartMobile App |
| Subscription | Monthly | In-Home Alarm Systems |
| Unit Pricing | Pay-as-you-go | SmartWatch and Mobile Devices |
| Other | Annual | South Australia Personal Alert System Rebate Scheme |
Go-to-market motion2 records
Distribution channels6 records
Marketing channels7 records
The INS Group product offering
Product offeringCore offering
The INS Group provides 24/7 nurse-staffed personal emergency response monitoring, medical alarm hardware and TeleHealth services for seniors, NDIS participants, DVA card holders, retirement village operators and aged care facilities. Its product range spans in-home and mobile alarm devices, wearable trackers, TeleHealth kiosks, mobile applications and integrated call centre solutions, all monitored by qualified nurses from its Emergency Response Centre in Unanderra, NSW.
Product overview
The INS Group offers a comprehensive SmartHome Ecosystem centred on 24/7 nurse-staffed emergency response monitoring. The core platform includes the SmartHome IP Dialler hub, complemented by mobile apps (SmartMobile App, INS LifeGuardian Connect App), wearable devices (SmartWatch V2, SmartTracker pendant), and the SmartKiosk for community settings. TeleHealth Services provide virtual GP consultations and remote vital signs monitoring, while Call Centre Solutions offer healthcare organisations 24/7 inbound support. The INS CareCall division supplies and monitors emergency response hardware including Chiptech, Smart-Caller, SmartLink, and LifeGuard L-Series Diallers. All equipment is monitored by INS LifeGuard's unique Emergency Response Centre staffed by qualified nurses and healthcare professionals.
Differentiator
Problem solved
Functional benefit
Brands
- INS LifeGuardian Connect: Mobile app allowing family, carers and village staff to interact with LifeGuard SmartHome systems, receive alerts, monitor vital signs, and make video calls
- LifeGuard SmartHome
- LifeGuard SmartKiosk
- LifeGuard SmartMobile
- LifeGuard SmartTracker
- LifeGuard SmartWatch
- LifeGuard SmartCarer
- LifeGuard SmartHome Mate
Products and services
- LifeGuard SmartHome IP Dialler Next-generation in-home medical alarm system hub that connects to transmitters and medical devices, supporting 4G/LTE connectivity, TeleHealth monitoring, home automation (power points, lights, door locks), audio/video calling, and integration with the broader SmartHome ecosystem for seniors and independent living residents.
- LifeGuard SmartWatch V2 4G-enabled wearable smartwatch with heart rate monitoring, step/pace tracking, fall detection, and two-way audio that monitors TGA-approved wireless TeleHealth devices and lets users contact nurses directly in emergencies.
- LifeGuard SmartTracker Mobile GPS pendant with fall detection enabling independent living, featuring 4G connectivity, Bluetooth 5.0, A-GPS for fast location identification, and geofencing alerts for wandering detection, paired with a docking station for easy charging.
- LifeGuard SmartMobile App Android mobile application that turns a smartphone into a portable medical alarm system, extending SmartHome IPD functionality to mobile devices with 24/7 nurse monitoring, emergency response, and TeleHealth service access.
- SmartHome Mate In-home alarm unit integrating with the SmartHome ecosystem, allowing recording of vital signs (wirelessly via monitors or manually) and access to TeleHealth services, with free Client Portal access for information management.
- LifeGuard SmartKiosk Community-based TeleHealth station for group living settings consisting of a purpose-built tablet with custom dock that receives medical device signals via Bluetooth; residents access via RFID card, record vital signs daily with nurse monitoring and monthly RN video reviews, and GP coordination.
- SmartHome Nurse Call Ecosystem Low-cost wireless nurse call system for aged care facilities supporting on-site staff monitoring, mobile handsets for carer communication, automatic logging and attendance tracking, escalations, and bedside vital signs collection.
- INS LifeGuardian Connect App Mobile application for family, carers and village staff to interact with SmartHome ecosystem users, receiving alarm and critical event alerts, monitoring vital signs, setting geofence boundaries, sending messages, making audio/video calls, and receiving nurse notifications.
- TeleHealth Services Virtual GP consultations, remote vital signs monitoring by nurses, monthly RN video reviews, and GP reporting that enable chronic disease management for conditions including diabetes, COPD, chronic heart failure and unstable blood pressure.
- Nurse Triage and Emergency Response Monitoring 24/7 Emergency Response Centre service staffed by qualified nurses and healthcare professionals that handles medical events, provides clinical assessment, coordinates with emergency services, conducts welfare checks, and offers health information and support.
- Call Centre Solutions 24/7 inbound call centre and customer service solutions for healthcare organisations providing telephone health information and advice, nurse triage services, and welfare/patient care support, with calls handled in the company's name by qualified nurses.
- Chat Line and Health Information Service Free 24/7 nurse-staffed service for the lonely or socially isolated providing health information, support, and reassurance, available to clients and community members.
- Concierge Services Village management service through the SmartHome Ecosystem allowing residents to arrange home maintenance, healthcare, home help, deliveries and personal shopping with a button press, integrated with the Manager's Portal for service request and fee management.
Quantifiable outcome
- Over 96% customer satisfaction rating during NBN transition of 15,000+ devices
- +3 more outcomes
Companies that use The INS Group
Customer profileNamed customers9 records
Segments8 records
Ideal customer profiles3 records
The INS Group technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability2 records
Feature8 records
The INS Group partnerships and signals
Strategic signalPartnerships
Twelve partnerships are on record, tiered core, major and supporting.
- VodafonecorePartnership with Vodafone for mobile connectivity services. Vodafone SIMs are used in LifeGuard SmartHome and mobile devices for cellular connectivity. During COVID-19, partnership enabled provision of free phone calls between village managers and residents' SmartHome devices via the SmartCarer App. Collaboration also enabled launch of SmartMobile App services.
- BaptistCaremajorAcquisition of BaptistCare's CareCall operation in 2019. CareCall's existing alarm hardware (including BaptistCare's customer base) was incorporated into The INS Group. Monitoring services transitioned to INS LifeGuard's Emergency Response Centre, giving CareCall customers access to nurse-staffed 24/7 monitoring.
- Arvida New ZealandmajorBeta trials of SmartHome Nurse Call Ecosystem across multiple Arvida aged care sites in New Zealand during 2017. System included mobile nurse call functionality with staff handsets, audio/video communication, automatic logging, escalations, and vital signs collection. Successfully deployed with further roll-outs to other Arvida facilities.
- UnitingCare AgeingmajorPilot installation of LifeGuard SmartKiosk TeleHealth system at Farmborough Grove Village in Unanderra, NSW in May 2013. First village to trial the unique TeleHealth monitoring system. Also awarded contract for emergency response system installation and monitoring after tender evaluation.
- Australian UnitymajorSecond village operator to pilot LifeGuard SmartKiosk TeleHealth system at Peninsula Grange Village in Mornington, VIC in June 2013. Trial included system testing and staff education.
- StocklandmajorThird village operator to pilot LifeGuard SmartKiosk TeleHealth system at Lourdes Retirement Village in Killara, NSW in June 2013.
- Live Life VillagesmajorPartnership with Live Life Villages for implementation of INS LifeGuard emergency response system across their villages. Uses personal emergency call button for resident monitoring. Working together to expand services including mobile phone integration.
- Personal Emergency Response Services Ltd (PERSL)coreINS Group is a member of PERSL, the industry representative body for personal emergency response services in Australia. Active in developing industry standards through PERSL executive involvement.
- NBN CocoreCollaboration with NBN Co and Next Gen Networks to successfully test SmartHome TeleCare and Emergency Response equipment and services over the National Broadband Network. This was the first new village site to test INS technology over NBN, resolving industry concerns about NBN supporting emergency response systems.
- ChiptechsupportingChiptech hardware is monitored through INS CareCall emergency response services. INS CareCall division supplies and monitors emergency response equipment manufactured by Chiptech alongside Smart-Caller, SmartLink, and LifeGuard L-Series Diallers.
- Smart-CallersupportingSmart-Caller hardware monitored through INS CareCall emergency response services as part of the hardware portfolio including Chiptech, SmartLink, and LifeGuard L-Series Diallers.
- SmartLinksupportingSmartLink hardware monitored through INS CareCall emergency response services as part of the hardware portfolio including Chiptech, Smart-Caller, and LifeGuard L-Series Diallers.
Scale indicators5 records
Recent moves9 records
Expansion highlights6 records
The INS Group competitors and assessment
Company assessmentDirect peers
- Medical Guardian: US PERS provider offering in-home and mobile medical alert systems, fall detection and a monitoring subscription model. Closely comparable to INS LifeGuard in product mix (in-home dialler, mobile pendant, smartwatch) and recurring-revenue GTM.
- Tunstall Healthcare: UK-headquartered global PERS, TeleHealth and connected care provider with established Australian and New Zealand operations. Competes head-to-head with INS LifeGuard for retirement village contracts, NDIS/DVA-eligible subscribers and enterprise aged-care deployments.
- Life Alert: US PERS pioneer offering in-home and mobile emergency response systems with monitored dispatch. Directly comparable to INS LifeGuard on the core PERS proposition (24/7 monitored response for elderly living independently).
- Bay Alarm Medical: Large US PERS company providing in-home, mobile GPS and fall-detection devices on a subscription basis. Comparable to INS's SmartHome IP Dialler, SmartTracker and SmartWatch product lines and recurring monitoring revenue model.
- Careline Australia: Australian personal alarm and emergency response monitoring provider targeting elderly consumers and retirement villages. Directly comparable to INS LifeGuard on in-home PERS, 24/7 monitoring and retirement village operator relationships.
- Philips Lifeline / Connect America: One of the largest North American PERS providers (formerly Philips Lifeline, now part of Connect America). Comparable to INS at the enterprise and consumer PERS level, with deeper R&D resources and broader product portfolio.
- Vitalcall (Chubb): Long-standing Australian PERS provider owned by Chubb, offering in-home medical alarms and 24/7 monitoring. Directly comparable to INS CareCall's monitored hardware business and competes for the same retirement village and consumer segments.
- Chiptech: Australian designer/manufacturer of PERS hardware (pendants, fall sensors, diallers) whose products are monitored by INS CareCall. A direct peer in the PERS device category and a potential vertical competitor if Chiptech expands into monitoring services.
Broad incumbents
- Telstra Health: Australian incumbent in TeleHealth, aged care software and connected health platforms. A broader incumbent that competes for the same enterprise and government health customers INS serves, though with a much wider portfolio of digital health products.
- ADT Health: Health-focused arm of ADT offering monitored medical alert systems within the broader ADT home security portfolio. Comparable as a PERS offering but competes from a much larger security-services incumbent base.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
The INS Group social profiles
Digital presenceThe INS Group compliance and trust
Trust signalCompliance7 records
The INS Group financial estimates
Financial estimateRevenue estimate
Valuation estimate
The INS Group leadership team
Management profileNumber of profiles
Profiles11 records
The INS Group subsidiaries and ownership
Company hierarchySubsidiaries3 records
The INS Group funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
The INS Group M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about The INS Group
What does The INS Group do?
The INS Group provides 24/7 nurse-staffed personal emergency response monitoring, medical alarm hardware and TeleHealth services for seniors, NDIS participants, DVA card holders, retirement village operators and aged care facilities. Its product range spans in-home and mobile alarm devices, wearable trackers, TeleHealth kiosks, mobile applications and integrated call centre solutions, all monitored by qualified nurses from its Emergency Response Centre in Unanderra, NSW.
Is The INS Group a public or private company?
The INS Group is a private company. It is classified as family owned and is currently operating.
When was The INS Group founded?
The INS Group was founded in 1984. It employs 11 to 50 people.
Where is The INS Group based?
The INS Group is headquartered in Unanderra, Australia, in the Oceania region.
How does The INS Group make money?
Seven revenue lines are on record. Recurring Monitoring Fees are the primary driver. The others are hardware Sales, village Equipment Rental & Monitoring, teleHealth Services, NDIS and DVA Funding, call Centre Solutions and managed Communications.
Who are The INS Group's main competitors?
Direct peers on record are Medical Guardian, Tunstall Healthcare, Life Alert, Bay Alarm Medical, Careline Australia, Philips Lifeline / Connect America, Vitalcall (Chubb) and Chiptech. Broad incumbents are Telstra Health and ADT Health.
Does The INS Group have an API?
No public API is recorded for The INS Group.
What industry is The INS Group in?
The INS Group's product category is Personal Emergency Response and TeleHealth Monitoring Services. Its primary akta.pro industry code is HLACAFAE, Elderly/Frail & Assisted Living Connected Care (PERS/Fall Detection), with a secondary code of HSAHAHAI, Wearable Medical Alert Devices (Pendants, Watches, Bands). Its NAICS code is 62412 and its SIC code is 8082.