Frequently Asked Questions

PRODUCT Q&A

Q: What is included in the Active&Fit® program?
A: The Active&Fit program provides Active&Fit members access to fitness center membership(s) through a broad network of participating fitness centers and instructor-led classes for a low cost. If the member is not interested in joining a center or class, the Active&Fit program offers a Home Fitness program, with the member’s choice of up to 2 fitness kits. Members can also sign up to receive an online newsletter 4 times a year and have access to web tools like a fitness center search, health articles, online classes, and more.

Q: What are the methods in which members may enroll in the Active&Fit program?
A: Members may take their Active&Fit fitness card directly to the Active&Fit fitness center or instructor-led class of their choice and pay their annual member fee. Members who select the Home Fitness program, or are attending (fitness chain that will not accept annual member fee) may log on the Active&Fit website at www.ActiveandFit.com or call the Active&Fit toll-free Customer Services hotline at 1.877.771.2746 to pay their annual member fee and enroll.

Q: Can members continue to use their existing fitness center?
A: If the fitness center is part of the Active&Fit network, members can pay their annual member fee directly to the fitness center with the exception of (fitness chain that will not accept annual member fee). Members attending a (fitness chain that will not accept annual member fee) must pay their program annual member fee directly to Active&Fit. If the fitness center is not part of the Active&Fit network, members will need to switch to an Active&Fit fitness center for a low-cost membership.

If the fitness center is not a part of the Active&Fit network, members should go online to www.ActiveandFit.com or call the Active&Fit toll-free Customer Services hotline at 1.877.771.2746 for more options.

Q: How does a member nominate a fitness center?
A: A member can nominate a fitness center by going online to www.ActiveandFit.com or by calling the Active&Fit toll-free Customer Services hotline at 1.877.771.2746.

Q: Can a member change his/her fitness center? If so, how often?
A: Yes. Members can go online to the Active&Fit website at www.ActiveandFit.com or call the Active&Fit toll-free Customer Services hotline at 1.877.771.2746 to change his/her fitness center.

A member may change fitness centers once per month.

Q: When members change fitness centers, do they pay their annual member fee again?
A: No. Members do not need to pay their annual member fee again unless it’s a new benefit year.

Q: Once a member changes to a new fitness center, when can he/she begin attending the new one?
A: When a member switches his/her fitness centers, his/her effective date with the new fitness center will be the first of the following month.

Q: When a member chooses to leave the fitness center from which he/she belongs, can the member choose any fitness center in the network (service area) to join?
A: Yes. When a member switches fitness centers, his/her effective date with the new fitness center will be the first of the following month.

Q: Does an Active&Fit member get an Active&Fit fitness card? If so, how is one obtained?
A: Yes. Members will receive an Active&Fit fitness card with their pre-enrollment packet. For fitness centers other than (fitness chain that will not accept annual member fee), members can take the Active&Fit fitness card straight to the fitness center and pay their annual member fee. After the first visit, the member will be mailed a welcome letter which will include the name and location of the chosen fitness center. For (fitness chain that will not accept annual member fee), members should pay Active&Fit directly and in 5 business days will be mailed their welcome letter.

Q: If a member belongs to a fitness center that leaves the network, what is the process for notifying the members?
A: Members will receive a fitness center resignation/termination letter, providing a 30-day advance notice (when possible) of the fitness center’s resignation or termination. The resignation/termination letter includes a listing of the 10 closest fitness centers and advises members to call Active&Fit or to go online to choose a new fitness center participating with the Active&Fit program.

Q: What is the investigative process for complaints against a fitness center?
A: American Specialty Health Fitness, Inc., provider of the Active&Fit program, will assess complaints and follow up accordingly. Some methods of investigation include an inquiry letter, a site visit, or a secret shopper call.

Q: Is there an annual fee for the Home Fitness Program?
A: Yes, the non-refundable annual member fee for the Home Fitness program is $10.

Q: If a member chooses the Active&Fit Home Fitness program during the enrollment process, how long will it take for the kits to arrive?
A: The kits are mailed within 10 days of enrollment.

Q: If a member chooses the Active&Fit Home Fitness program during the enrollment process and then changes his/her mind, how long must the member wait before he/she can join a fitness center? Does the member pay an annual member fee?
A: Members may call the toll-free Customer Services hotline at any time to enroll with a fitness center. The non-refundable annual member fee for fitness center enrollment must be paid directly to the fitness center. Members enrolling into a (fitness chain that will not accept annual member fee) will need to contact Active&Fit to pay their annual member fee and enroll. His/her effective date will be the first of the following month. The member will no longer receive the Active&Fit fitness kits.

Q: If a member is participating in the Active&Fit Home Fitness program and then changes his/her mind and joins a fitness center, does the member need to return the kits?
A: No. The member may keep the Active&Fit kits.

Q: Does a member ever have to pay a fitness center directly for Active&Fit benefits?
A: No. However, members are responsible for paying any fees associated with upgrading their fitness center membership.

Q: What are the features available on the Active&Fit website?
A: Active&Fit-eligible health plan members can register to use the website and access all of the features, including online classes, a fitness center search, and activity tracking and challenges. They will also have access to the Active Extra! newsletter.

Q: What is the Active&Fit Connected!™ program?
A: The Active&Fit Connected! program is a tool that allows members to track their exercise and activity from wearable fitness devices and apps.

Q: If a member registers for the Active&Fit website, what must the member do to use the Active&Fit Connected! program?
A: Once the member has registered for the site, the member is provided with a custom marketplace that displays all of the approved wearable fitness devices and apps. The member will select their wearable fitness device/app. Once the member logs their information with the wearable fitness device/app, the member will be directed back to www.ActiveandFit.com. The member will be able to track their progress on the website. Purchase of a wearable fitness device or application may be required and is not reimbursed by the Active&Fit program.

Q: What are challenges on the website?
A: Challenges are a fun way to interact with other members and stay motivated. Interactive graphics will show members their progress toward a goal. Members may challenge themselves, other members, or other teams.

Q: How does an Active&Fit member dis-enroll?
A: A member must call the Active&Fit toll-free Customer Services hotline at 1.877.771.2746 to disenroll. The annual fee is non-refundable.

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