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PARTICIPANT FAQ
(FREQUENTLY ASKED QUESTIONS)

How do I contact Solera?

You can contact Solera by:

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Diabetes Prevention Program (DPP)

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

How long does the DPP last?

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

What’s included in the program?

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

  • 16 weekly sessions, then 1-2 sessions each month for the rest of a year
  • Support from a health coach
  • Tools to help track meals or activity
  • A digital scale to help track weight (for online programs only)

Will I have to pay anything for the program?

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

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

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.”

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

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

Can I continue in the program after the first year?

It depends on your health insurance plan. Some plans let participants re-enroll in the DPP if they still qualify for the program. To find out if you qualify to re-enroll, contact the Solera support team at 877.486.0141, 9am-9pm ET Mon-Fri.

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 insurance plan to enroll and stay in the DPP. If your health insurance changes, contact Solera right away at 877.486.0141, 9am-9pm ET, to see if you can still be covered for the DPP under a different insurance plan. If you change or lose your insurance 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 insurance plan didn’t pay for.

Can I participate in the program if I’m hearing or visually impaired?

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

How do I stop participating (disenroll) in the program?

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.

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Fitbit®

When will I get my Fitbit® activity tracker?

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 9am–9pm Eastern Time, Monday–Friday

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

Contact your health coach or program support team for help.

Can I get another Fitbit if I lose mine?

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

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

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

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Medicare Diabetes Prevention Program (MDPP)

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

How long does the Medicare DPP last?

The Medicare DPP lasts for one year. It starts with16 weekly sessions, then 1-2 sessions each month for the rest of a year.

What’s included in the program?

Most programs include:

  • 16 weekly sessions for 6 months, then monthly sessions for the rest of the 1st year
  • A 2nd 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

Can I continue in the program after the 1st year?

Yes, if you meet the criteria during the 1st year, you can continue the program for a 2nd year.

To be able to start a 2nd year of sessions, you must meet these 2 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 2nd year, you must meet these 2 criteria to continue sessions for the entire 2nd 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.

Will I have to pay anything for the program?

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.

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

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.”

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

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 9am to 9pm.

Can I participate in the program if I’m hearing or visually impaired?

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

How do I stop participating (disenroll) in the program?

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.

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Privacy and security

How does Solera use my personal information?

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.

Will my information be kept confidential (private)?

Yes. Solera employees must follow the federal Health Insurance Portability and Accountability Act (HIPAA) and Solera’s own privacy policy, which strictly protects your health information.

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

Contact the Solera Privacy office at 602.428.8904.

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Scale for online programs

When should I expect to get my scale?

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.

How do I connect my scale to my program?

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 directly.

Can I share my scale with others in my household?

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

What do I do if my scale breaks?

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

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Weight Watchers®

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

To qualify for Weight Watchers for Prediabetes for free, and to keep it free, you must:

  • Sign up and go to a Weight Watchers meeting at a participating retail location (you’ll see a list of eligible locations during the Weight Watchers sign-up process)
  • Attend 2 or more meetings each month
  • Weigh in at every meeting
  • Actively work towards your weekly FitPoints Target and track your physical activity
    • If you have questions, contact your health coach or program directly

Can I go to any Weight Watchers® location?

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

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