Product FAQs - Taking Care Prevent
What is required to use Taking Care Prevent?
The person wearing the watch will need a smartphone that can run the Polar Ignite app (Android and iOS compatible). The Polar Ignite app synchronises the data collected by the watch with the Prevention Platform (ARMED) so the wearer's activity is monitored.
You or a family member will need to install and set up the Polar Ignite app on the mobile phone.
The Polar Ignite 2 watch relies on the mobile phone to send the data to the Prevention Platform. You will need to connect the watch and app by Bluetooth. The mobile phone will need a Wi-Fi connection or data plan so that the data synchronises with the Prevention Platform.
The Polar Ignite 2 watch can be charged by USB cable or Bluetooth connection so the person wearing the watch will need to be comfortable with doing this.
Do I need to pay VAT on Taking Care Prevent?
Yes. Although most of our customers don't need to pay VAT on their personal alarms if they have a condition that requires regular medication or are registered disabled, Taking Care Prevent does not include a personal alarm so VAT is included.
What happens after I place my order online?
You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately.
Your confirmation email will also have a link to an online account setup form. Please complete and submit this form so we have the information we need to set up your Taking Care Prevent account.
Your Taking Care Prevent package, including the Polar Ignite 2 fitness watch and Welcome Pack, will be sent to you as soon as possible. Delivery is normally within 5 working days.
Your Welcome Pack will include instructions on how to download and set up the Polar Flow app on your mobile phone and how to access the Prevention Platform (ARMED). The Welcome Pack will also contain the username and passwords required to log in.
Once the Polar Flow app has been installed, the Taking Care's Prevention Team will call within 7 days to welcome you to the service. They will check that everything is OK with the service, answer any questions you may have and gather any additional information we require.
How do I set up the Direct Debit subscription?
You can set up the Direct Debit when you order online. Either choose to pay the set-up cost and first subscription payment by debit/credit card and complete the Direct Debit instruction later. Or you can choose to include the set-up cost in your first Direct Debit payment.
You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will also include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately.
If ordering by telephone then the Direct Debit instruction will be set up over the phone with you by one of our sales advisors.
What if I want to pay the set-up costs and someone else pay the subscription?
No problem! Many of our customers order on behalf of family members who want to pay the subscription themselves. Simply pay by debit/credit card online for the set-up and first subscription payment. Your confirmation email will include a link to the Direct Debit instruction. The person who will be paying the subscription can use this link to complete the Direct Debit instruction or call our Customer Services team, 9am – 5pm Monday to Friday on 0800 085 7371.
What if I change my mind after ordering?
No problem! You can return your equipment free of charge within 30 days and we will refund the full cost of your order. We make the returns process as easy as possible by supplying you with a Freepost Royal Mail return collection bag.
How does Taking Care Prevent detect the risk of a fall and are there any limitations?
Whilst we cannot guarantee that a fall will not occur, we can seek to reduce the risk of a fall by monitoring changes in activity and suggesting improvements to the home environment and lifestyle.
Guidelines from NICE (National Institute for health and Care Excellence) show that hazards around the home, balance and muscle strength, medication, a history of falls and visual impairment are all signs of an increased risk of falling.
Combining the information collected in the remote risk assessment with the data collected by the Polar Ignite 2 fitness watch helps us to understand the risk of a fall. The Artificial Intelligence in the Prevention Platform (ARMED) detects patterns that may lead to a fall. When a high-risk factor is identified, we may suggest changes and improvements to lifestyle and home environment.
Taking Care Prevent is not a personal alarm or dedicated GPS tracker, although we do also offer these products and many of our customers benefit from the reassurance they provide.
How long is the warranty?
The Polar Ignite 2 fitness watch includes a 12-month warranty. If it develops a fault during this period, we will repair or replace it free of charge.
Do I own the Polar Ignite 2 watch?
Yes. The subscription is for the Taking Care Prevent service. If the Polar Ignite 2 watch is lost or damaged, you would need to order a replacement to continue benefiting from the Taking Care Prevent Service.