PARTICIPANT FREQUENTLY ASKED QUESTIONS

 

 

CONTACT SOLERA

DIABETES PREVENTION PROGRAM

MEDICARE DIABETES PREVENTION PROGRAM

FITBIT®

PRIVACY AND SECURITY

SCALE

WEIGHT WATCHERS®

 

CONTACT SOLERA

How do I contact Solera?

You can contact Solera via email at support@solera4me.com, or by phone at 877.486.0141 9AM – 9PM ET, Mon – Fri.

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DIABETES PREVENTION PROGRAM

Medicare participants, please see the Medicare Diabetes Prevention Program section.


How long is the Diabetes Prevention Program (DPP)?

The Diabetes Prevention Program (DPP) starts with 16 weekly sessions followed by a maintenance period of 1-2 sessions per month for the balance of a year.

 

Will I be charged anything for the program?

The program is covered 100% by your health plan or group; there is no copay or participant charge for the program.

 

Why did I receive an Explanation of Benefits (EOB) from my health plan?

When you enroll in the program, you may receive an Explanation of Benefits – also known as an EOB – from your health plan. This document is typically generated when your plan pays for a service on your behalf, and does not represent a cost to you. In this case, the program may be referenced on the EOB as an “office visit”.

 

What’s included in the program?

While programs vary, most include the following elements:

 

Can I switch to another program if I don’t like the one I selected?

It depends on your health plan. Some plans allow participants to restart with another program if they would prefer a different option. Please contact the Solera support team at 877.486.0141, 9 AM-9 PM ET Mon-Fri, to find out if you are eligible to restart.

 

Can I continue in the program after the first year?

It depends on your health plan. Some health plans allow participants to re-enroll in the DPP as long as they are still qualified for the program. Please contact the Solera support team at 877.486.0141, 9 AM-9PM ET Mon-Fri, to find out if you are eligible to re-enroll.

 

What happens if I change or lose my health insurance while I’m enrolled in the program?

You must have coverage by a participating health plan to enroll and maintain the DPP benefit. If your health insurance changes, please contact Solera immediately at 877.486.0141, 9 AM-9 PM ET, to determine if you are still covered for the benefit. If you change or lose your insurance coverage during the 1-year benefit and fail to disclose this to Solera, you may be financially responsible for any claims filed after the end of your coverage period that are denied by your former health plan.

 

Can members who are hearing or visually impaired participate in the program?

Yes, members who are hearing or visually impaired are welcome to bring an aid or interpreter to assist them in the class.

 

How does a member disenroll?

If a member is no longer interested in participating in the program, he or she should contact their lifestyle coach and inform them that they do not wish to continue. There is no other requirement for disenrolling.

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FITBIT®

When will I receive my Fitbit®?

After you have been actively participating for the first four weeks of the program, you will receive an email with a unique code from Solera to redeem your Fitbit. Please be sure to talk to your coach about what it means to “actively participate.”

 

How do I connect my Fitbit to my program for tracking?

Please contact your health coach or program support team for assistance.

 

Can I get another Fitbit if I lose mine?

If you lose the email containing your redemption code, please contact Solera so that we can re-send your email. If you lose your Fitbit, there is no replacement tracker included in the program.

 

Who should I contact if I have issues with or questions about my Fitbit device?

Contact the Fitbit support team if your device breaks at http://help.fitbit.com/cwsupport.

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MEDICARE DIABETES PREVENTION PROGRAM

Non-medicare participants, please see the Diabetes Prevention Program section.


Will I be charged anything for the program?

The program is covered 100% by your Medicare plan; there is no copay or participant charge for the program. It is a once-in-a lifetime benefit, so your plan will only cover the program once. That is why it is important to make sure you are ready to participate in the program and commit to working towards its goals.

 

Why did I receive an Explanation of Benefits (EOB) from my health plan?

When you enroll in the program, you may receive an Explanation of Benefits – also known as an EOB – from your health plan. This document is typically sent when your plan pays for a service on your behalf and does not represent a cost to you. In this case, the program may be referenced on the EOB as an “office visit.”

 

What’s included in the program?

Most programs include the following elements:

 

Can I continue in the program after the first year?

To begin months 13-24 (ongoing maintenance sessions), you must:

  1. Attend at least one in-person session during months 10-12, and
  2. Achieve or maintain at least 5% minimum weight loss during months 10-12.

To continue ongoing maintenance sessions (months 13 – 24), you must:

  1. Attend at least 2 ongoing maintenance sessions during the previous interval, including at least 1 in-person;
  2. Maintain at least 5% weight loss as compared to the baseline weight.

 

Can I switch to another program if I don’t like the one I selected or if I relocate out of the area?

If you need to switch to another provider, this is allowed under Medicare.  Solera may be able to facilitate the switch to a new Medicare DPP provider if one is available in your area.

Please contact the Solera support team at 1-877-486-0141 (TTY 711), Monday-Friday from 9 AM to 9 PM to find out your options.

 

Can members who are hearing or visually impaired participate in the program?

Yes, members who are hearing or visually impaired are welcome to bring an aid or interpreter to assist them in the class.

 

How does a member disenroll?

If a member is no longer interested in participating in the program, he or she should contact their lifestyle coach and inform them that they do not wish to continue. There is no other requirement for disenrolling.

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PRIVACY AND SECURITY

How does Solera use my personal information?

For more information on how Solera uses or discloses your personal information please see the Solera Notice of Privacy Practices located on the SoleraNetwork.com website.

 

Will my information be kept confidential?

Solera employees must adhere to the federal Health Insurance Portability and Accountability Act (HIPAA) and to Solera’s own privacy policy, which provides for strict protection of your health information.

 

Who do I contact if I have further questions or concerns about my Personal Health Information (PHI)?

You should contact the Solera Privacy office at 602.428.8904.

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SCALE

When should I expect to receive my scale?

If you selected a digital option, you will receive a wireless scale as part of the program. The scale will be shipped once enrollment is complete, typically within 5-7 days.

 

How do I connect my scale to my program?

Depending on the digital partner you select, your scale may be automatically linked to your program upon receipt. For technical support for your scale, please reach out to your health coach or program support team.

 

Can I share my scale with others in my household?

Since the scale is linked to your profile, you should not share your scale with others in your household.

 

What do I do if my scale breaks?

Please contact your health coach or program support team if you have a problem with your scale.

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WEIGHT WATCHERS®

What do I have to do to qualify for the program for free?

To maintain 100% coverage for Weight Watchers® for Prediabetes, the following is required:

 

Can I go to any Weight Watchers® location?

No, some Weight Watchers® locations do not currently participate in the DPP. Please contact Solera at 877.486.0141 to verify locations available to you.

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