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FAQ - Participant Frequently Asked Questions

About Solera

Solera partners with health plans to offer programs designed to improve health, reduce health risks and help members live healthier lives. Solera helps identify what programs are best for you, based on your current health status and preferences.

Solera offers different programs based on your health plan and if you meet program criteria. Your health plan may not include all of these options.

  • Diabetes Prevention Program - specifically for those at risk of developing type 2 diabetes
  • Weight Loss programs - for those who are obese or overweight with a heart disease risk factor

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

Contact the Solera Privacy office at 602.428.8904.

Diabetes Prevention Program (DPP)

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

Most health plans provide access to the program for 1 year. Programs are offered on-line, in-person or a combination. In person programs start with 16 weekly sessions, then 1-2 sessions each month for the rest of a year; digital programs deliver education using texts, videos, group chats, and /or trackers. Some health plans allow 2 years in a program. Contact the Solera support team at 877.486.0141, 9 am-9 pm ET Monday - Friday if you have questions.

The DPP is available through different programs. While each program differs, most include:

  • In-person or online educational sessions about health, fitness, and diet.
  • Support from a health coach
  • Tools to help track meals or activity
  • A digital scale to help track weight (for online programs only)

No, there’s no cost or copay for you. Your health plan will cover 100% of the program cost.

When you enroll in the program, your health plan may send you an Explanation of Benefits – also known as an EOB. When your plan pays for a service for you, it creates and sends an EOB. On your EOB, the Diabetes Prevention Program may be called an “office visit.”

It depends on your health plan. Some health plans let you choose another program if you are not happy with your current program. To find out if you can switch programs, contact the Solera support team at 877.486.0141, 9 am-9 pm ET Mon-Fri.

It depends on your health plan. Some plans let participants continue for a second year or even switch to a different program if they still qualify. To find out if you qualify for a second year, contact the Solera support team at 877.486.0141, 9 am-9 pm ET Mon-Fri.

You must have coverage by a participating health plan to enroll and stay in the DPP. If your health plan changes, contact Solera right away at 877.486.0141, 9 am-9 pm ET, to see if you can still be covered for the DPP under a different health plan. If you change or lose your coverage during the DPP and don’t inform Solera, you may have to pay for any claims filed after your insurance changed that your former health plan didn’t cover.

Yes. On-line programs are designed to accommodate people with hearing or visual impairments. and you are welcome to bring an aide or interpreter to any in person classes.

If you are no longer interested in participating in the program, contact your health coach and tell them that you don’t want to continue or contact Solera.

It depends on your health plan, but generally, after you have been actively participating for the first 4 weeks of the program, you will get an email from Solera with a unique code to redeem your Fitbit. Talk to your coach about what it means to “actively participate.”

If you lose the email with your code to redeem your Fitbit, contact Solera so that we can re-send your email.

You can contact Solera by:

  • Email at support@solera4me.com
  • Phone at 877.486.0141 9 am–9 pm Eastern Time, Monday–Friday

Contact your health coach or program support team for help.

No. If you lose your Fitbit, the program will not replace it with another tracker.

Contact the Fitbit support team if you have issues, such as if your device breaks, at http://help.fitbit.com/cwsupport.

If you choose an online program, you will get a digital scale as part of the program. The scale will be shipped 5-7 days after you complete your enrollment.

Your scale may be automatically linked to your program when you get it. For technical support for your scale, contact your health coach or program.

No. Since the scale is linked to your profile, you should not share it with others in your household.

If you have a problem with your scale or it breaks, contact your health coach or program support team.

To keep Weight Watchers for free, you’ll need to:

  • Sign up and go to a Weight Watchers workshop at a participating locations (some may be offering virtual workshops due to COVID-19. You’ll see a list of eligible locations during the Weight Watchers
  • sign-up process)
  • Attend (virtually or in-person) 2 or more workshops each month
  • Weigh in at every workshop
  • Actively work towards your weekly FitPoints Target and track your physical activity
    • If you have questions, contact your health coach or program directly

No, some WW studios do not currently participate in the DPP. To find participating locations near you, contact Solera at 877.486.0141.

Medicare Diabetes Prevention Program (MDPP)

The Medicare DPP lasts for two years. It starts with 16 weekly sessions, then 1-2 sessions each month for the rest of a year.

Programs include:

  • 16 weekly sessions for 6 months, then monthly sessions for the rest of the 1st year
  • A second year of sessions for those who achieve the 5% weight-loss goal
  • A lifestyle health coach to deliver program content, help you set goals, and keep you on track
  • In-person support and encouragement from a small group

Yes, if you meet the criteria during the 1st year, you can continue the program for a second year.

To be able to start the second year of sessions, you must meet these two criteria in the 1st year:

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

After you start the second year, you must meet these two criteria to continue sessions for the entire second year (months 13–24):

  1. Attend at least 2 sessions during the previous 3-month interval, including at least 1 session in-person, and
  2. Maintain at least 5% weight loss as compared to the baseline weight recorded at session 1.

No. You will not have to pay anything for the program. There is no copay. Your Medicare plan covers 100% of the cost of the program. Your plan will only cover the program once. That’s why it’s important to make sure you’re ready to participate in the program and commit to working towards its goals.

When you enroll in the program, your Medicare plan may send you an Explanation of Benefits – also known as an EOB. When your plan pays for a service for you, it creates and sends an EOB. On your EOB, the Diabetes Prevention Program may be called an “office visit.”

Yes, if you need to switch to another program, Medicare will let you. Solera may be able to help you switch to a new Medicare DPP provider if one is available in your area.

To find out your options, call the Solera support team at 877.486.0141 (TTY 711), Monday-Friday from 9 am to 9 pm.

Yes. If you are hearing or visually impaired, you are welcome to bring an aide or interpreter to the class.

If you are no longer interested in participating in the program, contact your lifestyle coach and tell them that you don’t want to continue. There is no other requirement for un-enrolling.

It depends on your health plan, but generally, after you have been actively participating for the first 4 weeks of the program, you will get an email from Solera with a unique code to redeem your Fitbit. Talk to your coach about what it means to “actively participate.”

If you lose the email with your code to redeem your Fitbit, contact Solera so that we can re-send your email.

You can contact Solera by:

  • Email at support@solera4me.com
  • Phone at 877.486.0141 9 am–9 pm Eastern Time, Monday–Friday

Contact your health coach or program support team for help.

No. If you lose your Fitbit, the program will not replace it with another tracker.

Contact the Fitbit support team if you have issues, such as if your device breaks, at http://help.fitbit.com/cwsupport.

Weight Loss Programs

You will have access to your Weight Loss program for a year with most health plans. Some insurance plans will allow you to participate for two years. Call Solera at 877.486.0141 to check what is included in your health plan.

There are different weight loss programs available. While each program differs, most include:

  • In-person or online educational sessions about health, fitness, and diet
  • Lifestyle health coach to help set goals and keep participants on track
  • Small group for support and encouragement
  • Helpful tools to track progress, like wireless scales and fitness trackers.

No, there’s no cost or copay for you. Your health insurance plan will cover 100% of the program cost.

When you enroll in the program, your health plan may send you an Explanation of Benefits – also known as an EOB. When your plan pays for a service for you, it creates and sends an EOB. On your EOB, the Weight Loss Program may be called an “office visit.”

It depends on your health plan. Some health plans allow a switch to another program if you would prefer a different option. To find out if you can switch, contact the Solera support team at 877.486.0141, 9 am-9 pm ET Mon-Fri.

You must have coverage by a participating health plan to enroll and stay in the weight loss program. If your health plan changes, contact Solera right away at 877.486.0141, 9 am-9 pm ET, to see if you can still be covered under a different insurance plan. If you change or lose your insurance coverage during the program and don’t inform Solera, you may have to pay for any claims filed after your insurance changed that your former health plan didn’t pay for.

Yes. On-line programs are designed to accommodate people with hearing or visual impairments. and you are welcome to bring an aide or interpreter to any in person classes.

If you are no longer interested in participating in the program, contact your lifestyle coach and tell them that you don’t want to continue. There is no other requirement for disenrolling.

It depends on your health plan, but generally, after you have been actively participating for the first 4 weeks of the program, you will get an email from Solera with a unique code to redeem your Fitbit. Talk to your coach about what it means to “actively participate.”

If you lose the email with your code to redeem your Fitbit, contact Solera so that we can re-send your email.

You can contact Solera by:

  • Email at support@solera4me.com
  • Phone at 877.486.0141 9 am–9 pm Eastern Time, Monday–Friday

Contact your health coach or program support team for help.

No. If you lose your Fitbit, the program will not replace it with another tracker.

Contact the Fitbit support team if you have issues, such as if your device breaks, at http://help.fitbit.com/cwsupport.

If you chose an online program, you will get a digital scale as part of the program. The scale will be shipped 5-7 days after you complete your enrollment.

Your scale may be automatically linked to your program when you get it. For technical support for your scale, contact your health coach or program.

No. Since the scale is linked to your profile, you should not share it with others in your household.

If you have a problem with your scale or it breaks, contact your health coach or program support team.

To keep Weight Watchers for free, you’ll need to:

  • Sign up and go to a Weight Watchers workshop at a participating locations (some may be offering virtual workshops due to COVID-19. You’ll see a list of eligible locations during the Weight
  • Watchers sign-up process)
  • Attend (virtually or in-person) 2 or more workshops each month
  • Weigh in at every workshop
  • Actively work towards your weekly FitPoints Target and track your physical activity
    • If you have questions, contact your health coach or program directly

No, some WW® locations do not currently participate. To find participating locations near you, contact Solera at 877.486.0141.

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