E K.
Poorly structured client support
This review is for the operations/transparency of the platform itself. They do not accept insurance (okay, fine) but they also make it impossible to submit insurance claims for out of network services. The BetterHelp business end is completely separate from the therapist end to the point where they could not get me medical codes required to submit my claims. Incredibly frustrating to have repeated messages back and forth with BetterHelp business, and my BetterHelp therapist both saying the codes exist but they could not help ‘sorry and it must be so frustrating’. Indeed it is. Mental health is not cheap. It is ‘frustrating’ to have the ability to be reimbursed, but be told that a few numbers just simply can’t be provided. How hard is it to enable clients to have access to a code so that they can afford mental health visits?
Response from BetterHelpAug 15, 2023
We're really sorry for any frustration or confusion, EK, as we try to make it clear in our FAQ page that neither BetterHelp as a company nor the Therapists working on the platform submit claims to health insurers. The invoices we provide do include information about the therapist(s) you worked with and show their licensing information, but are more geared toward the billing and the service provided with your payments (which do not include formal evaluations, so diagnostic and procedural codes are not available). In case there's more we can help you with, I'll request you to provide the email address you used to create your BetterHelp account here through Trustpilot so we can reach out to answer any additional questions you may have. Talk soon, BetterHelp Team



