Addressing the recent Calibrate reviews and press

We guarantee results, not medication

We want to address some of the recent press and reviews surrounding our member experience. It's important that our members, our partners, and the public understand our journey, our commitment to transparency, and our unwavering dedication to real results—improving healthcare outcomes for our members.

Three years ago, we set out on a mission to change the way the world treats weight with a metabolic health program designed to target biology–not willpower. Our goal was simple: to increase access to effective obesity treatment while ensuring that the right people receive the right medication for the right amount of time, with the right programs wrapped around them. 

Since day one, we’ve been accountable to our outcomes: we pledged to publish our member results annually, providing unprecedented transparency and accountability in an industry that has historically lacked both.

GLP-1 drugs gone viral: Impacts and challenges

Over the last year and a half, the GLP-1 obesity treatment landscape has evolved at an unprecedented pace: demand for weight loss medications like Wegovy® and Ozempic® has repeatedly outstripped supply, manufacturers have made sudden modifications to patient access programs, and insurers have shifted their formularies to create additional hurdles to medication access or pulled coverage for anti-obesity medications entirely. 

Calibrate is not immune to these changes—we’ve faced challenges, and spent most of the last year chasing down inventory and insurance approvals for our members. Medication disruptions have served as a source of frustration for patients and providers alike. Bad actors have capitalized on the volatility in this space, selling prescriptions (some of which are not FDA-approved) without any accountability to patient outcomes. 

Throughout all of these changes, our North Star has always remained clear: to drive results and empower individuals to make informed decisions about their health.

Acknowledging Calibrate member complaints: We continue to guarantee results

We remain firmly grounded in our vision. Calibrate is not a quick fix or the path of least resistance to a GLP-1 prescription. We acknowledge that a number of Calibrate reviews are related to medication access—and we remain committed to getting our members access to the tools they need to achieve their goals, even when larger industry challenges lead to slowdowns in prescription coverage and/or availability. 

Our approach is centered on delivering real results for our members, and we've stood by this commitment by offering a Results Money Back Promise to every individual who joins our program. The stories you've heard may highlight the challenges of this category, but they do not represent the results we promise and continue to deliver for our members and the category as a whole:

1. Individual Results: We guarantee results for every member who joins Calibrate, with a Results Money Back Promise.
2. Collective Success: We’ve consistently delivered meaningful results for tens of thousands of members, and will continue to publish our results at least once per year.  
3. Reinventing Our Business Model: We’re working with PBMs (Pharmacy Benefit Managers) to ensure a smoother and more standardized experience for our members, putting an end to the uncertainty surrounding access to medication.

Even as the category has rapidly shifted, we’ve always sought to do right by our members by guaranteeing their results and offering refunds to those who can’t access a GLP-1 medication when they begin their program. 

Actions we have taken to address recent challenges

Amid extraordinary consumer demand, continuously changing cost, coverage, and access equations for these medications, and in service of continuing to deliver outstanding results for our members, we have continuously iterated our marketing and our operations while striving to make clear to our members what is and is not within our control:

• We have designed and updated our refund policy as the landscape has evolved due to medication shortages and insurance coverage––which we do not control––while still promising 10% weight loss. We refund every member who is eligible, and always honor the policy that was in place at the time of a member’s enrollment. 
• We have continuously changed our acquisition strategy: We have iterated our positioning and messaging to clearly articulate our differentiated perspective in the market. Today, our growth is driven entirely by our enterprise partnerships rather than direct-to-consumer advertising.
• We have navigated challenging external market dynamics and adapted our support for members accordingly. When Wegovy® was approved, we developed proprietary benefits navigation to find medication coverage for our members; when we saw that there was no need to create further consumer demand for GLP-1s, we accelerated our focus on enterprise partnerships to ensure that the right members receive the right medication, for the right amount of time—complemented by the right programs to deliver long-term, cost-effective results. 

Improvements to Calibrate member support

The hurdles and frustrations our members experienced during these transitions—including long response times—are unacceptable, and we have made resolving these issues our number one strategic priority. 

We have invested in operational and product improvements and are now confident that we have resolved the underlying drivers of member experience issues and have substantially improved the member experience by every metric. We will continue to improve these metrics and the member experience overall. 

We’re pioneering a fundamentally new category, where consumers have consistently been failed by a system that doesn't design for patients nor align providers and payors around an accepted standard of care. Calibrate has been at the forefront of patient-centric care from day one. I am confident that our outstanding patient outcomes will fundamentally increase access to obesity treatment by aligning payors and providers around our proven treatment model.

How do I contact a Calibrate member support representative?

If you have any questions about joining Calibrate or about your existing membership, please email us at info@joincalibrate.com.

If Calibrate is offered as a benefit through your employer and you have a question about joining, please email us at employerbenefits@joincalibrate.com.