The purpose of this study is to examine the care experience of life supporters who are engaged in customized care for the elderly during the COVID-19 process. A one-on-one interview was conducted. The collected recordings were transcribed and used as raw data, and analyzed in a qualitative way. As a result of the study, both the subject and the worker had difficulties in providing services for fear that they might infect each other during the COVID-19 process. Because of the fear of infection, life support workers lived only in a reduced category, and the elderly complained of difficulties because there was nothing they could do. As it was difficult because there was no customized guideline for infectious diseases, it was revealed that institutionalization in case of a crisis situation in the future is important. As such, it is necessary to inspect and maintain the emergency provision system for customized care services for the elderly in preparation for disaster situations such as the re-emergence of various infectious diseases. In addition, it should be possible to provide a variety of services through non-face-to-face service development. Lastly, it is necessary to improve the treatment of care workers who are essential workers in our society.