Personal emergency profile

This information helps Urgent Response agents tailor their response in the event of an emergency.

About the PEP

The personal emergency profile, or PEP, provides an additional level of protection to Urgent Response customers. It is an important tool that enables Urgent Response agents to provide the best service possible. Potential information stored in the profile includes:

  • Basic information like name, phone numbers, gender, age and primary language
  • Locations frequently visited such as home, work, gym, doctors’ offices, or vacation home
  • Emergency contacts
  • Medical information such as medications, doctors, hospitals and medical or physical conditions

You can provide as much or as little data as they want. However, we encourage you to provide as much information as possible in your PEP so that Urgent Response agents can provide the best service possible. You should periodically review your PEP to make sure it is accurate.

Blank PEP form

This 1-page form allows you to input basic information that Urgent Response agents can use to help you in an emergency. You can print and mail it to Lively, or create an account on Lively.com and manage your information there.

PEP form (PDF) Learn about Urgent Response

Common questions

Can my spouse and I share a Personal Emergency Profile?

No. The PEP and corresponding Urgent Response service is limited to one user per subscription. Providing inaccurate or someone else’s information could be dangerous in an urgent situation.
How can I view or update my PEP?

You have three ways to update your PEP:

  1. Log onto My Account and updating your personal information online.
  2. Call our Urgent Response Account Support team directly at 800-463-5412.
  3. Print, fill out, and mail the form (PDF).
How does Lively keep my personal information safe?

Lively systems and data are fully secured. Lively respects the privacy and confidentiality of all personal data provided to us. Lively is SAS 70 Type II audited and trained to handle a customer’s personal and health-related data when delivering Urgent Response service.

When you contact Urgent Response, there is no automated transfer of data when or if the agent contacts a 9-1-1 operator in a critical situation. The Urgent Response agent remains on the call with the local 9-1-1 operator and acts as the customer’s advocate. That agent is responsible for verbally communicating pertinent information to the 9-1-1 operator.

2SAS 70: Statement on Auditing Standards No. 70 – An internationally recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA) in 1992. It is used to report on the “processing of transactions by service organizations.” A SAS 70 Type II is known as “report on controls placed in operation” and “tests of operating effectiveness.”

Need more help? Give us a call.

If you have additional questions, please call our Customer Service representatives, available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.–6 p.m. ET.

 1-800-733-6632