HeadwayReviews of headway.co

This website is a scam. I tried booking sessions, but most of the providers reached out personally and informed me that they were unavailable. They then charged me a cancellation fee.

Our service provider insisted we go through Headway and assured us our insurance would fully cover the services. To be safe, we called Headway’s customer service directly, and they confirmed coverage. THEY LIED TO US. Two years later, we’re now being billed $3,000 out of pocket because “insurance didn’t cover it.” This is a clear case of deceptive practices, Headway is knowingly shifting costs onto patients after the fact to secure their own payment. For a company that claims to be a mental health platform, all they’ve delivered is stress, financial headaches, and betrayal of trust. If you value your peace of mind and your wallet, do not use Headway. Skip them entirely and you’ll save yourself thousands of dollars and a massive amount of frustration. Zero stars. Stay far away. EDIT: Headway is now asking for more personal information to "help them recognize your experience and respond" after I already spent 2+ years dealing directly with their deceptive and completely useless customer service. Too little too late. Just don't scam people in the first place. EDIT 7/14/2026: The generic response from Headway below is exactly as patronizing and unhelpful as you would expect. It is a perfect reflection of our experience with their so-called “customer service”. Adam clearly didn’t bother to read my review carefully before replying. I didn’t “believe” the services were covered I called Headway’s customer service directly BEFORE any sessions began, and their team confirmed that my insurance would cover everything. I only “believed” Headway would tell the truth, but I guess that was too much to ask. That’s not an assumption; that’s Headway providing false information, then asking us to pay for their lies. You had two years to get this right, and you just didn’t care which is interesting for a supposedly mental health platform. Your customer service already has our information over the last 2 years so don’t pretend that you care now that your deceptive practices are becoming public. I hope that extracting your customers’ hard-earned money this way after scamming people in exchange for tarnishing your own reputation is worth it for you. To anyone thinking about using Headway’s platform: JUST DON’T. Stay far away from them, don’t add financial stress to your situation and save yourself the headache.

I booked a consultation with a provider that never happened. I received all of the notifications and was waiting for my call at the scheduled time. That time came and went without a call, email, or text letting me know otherwise. It's wild that a network that's supposed to provide help "ghosts" potential clients when they reach out for help. Good work Headway! Maybe rely less on AI and focus on actual care for humans! Oh well.... your profit margins might be what's costing you paying customers.

Update to reply on July 10, 2026. So as you see below, Adam from headway has been given information about their insurance verification team needs more training, but has not agreed to provide more training to their team. I am a therapist on Headway they have the worst untrained Insurance Verification team. When they verify benefits they do not specifically verify CPT codes for strictly telehealth outpatient. For example if a patient has Cigna, and is seen for a 60 minute or 30 min or crisis session CPT CODES: 90837 - 60 minutes 90839 crisis plus 30 min crisis CPT 90839 plus 90840 the most common codes used for telehealth sessions these are Outpatient, Mental Health Telehealth covered at 100% with just copay deductible DOES NOT APPLY> broooooooo I have had Headway call multiple times Cigna and they do not KNOW how to verify benefits. They are continuing to verify benefits for in patient, medical all kinds of other issues. They are poorly trained. I have made multiple complaints. I have called Cigna Myself verifying the correct benefits and updating to Headway.

WHAT A FREAKING NIGHTMARE. The site is easy enough to use, and I appreciate being able to input how you like to interact with thereapists. BUT, there insurance review process is HORRIBLE. I have FREE virtual therapy sessions available to me through my insurance. BUT, Headway DOES NOT RECOGNIZE that and want to CHARGE me when I shouldn't be charged. They say "oh, we'll reimburse you" if insurance is different that what we anticipate. I DO NOT WANT TO SHELL OUT MONEY for something that should be FREE!!!! Even if you will reimburse me later, I don't have that kind of cash flow and I know VERY FEW people these days who do. I don't know how anyone on that site gets the help they need. I've reached out to customer service multiple times and they just keep repeating themselves instead of ACTUALLY contacting my insurance company. HERE is the response from the company, along with MY response to them: "After reviewing your account, it appears our support team has been working with you directly to review the benefits discrepancy and the documentation you provided. Because this involves account-specific insurance details, our team will continue following up with you through that support thread." NOO NO NO NO NO. YOU DO NOT get to come on here and say "we are working with you". The person who was working with me was A VERY POOR COMMUNICATOR, AT THE LEAST. INCOMPETENT at the most. I HAVE NOT gotten service through this company because it is a HASSLE TO GET AN ANSWER FROM THEM!! The rep just kept repeating herself in her broken english that MADE NO SENSE. Instead of using different words to communicate what I was obviously not getting, she just kept repeating herself. HORRIBLE!!!! DO NOT USE THIS COMPANY IF YOU CAN HELP IT!!!

Headway is a joke. It's bad enough they require a credit card on file even when there is no cost for the care. I just received an email that they now require patients to upload a copy of their government issued license and photographs of themselves. The purpose is to "verify identification". When I reached out to support, I explained my concerns. As someone with almost 30 years experience in IT, data breaches aren't a question of "if", just a matter of "when". And yes, I know HIPAA compliance processing blah blah blah. Many companies, if not most, have thought their processes made them safe from data breaches. All it takes is one slip up, one rushed person to respond to an "urgent request from the CEO" in the wrong way, one developer to miss an authorization token in their code, one engineer to accidentally typo a parameter into a pipeline. All of the processes and checks & balances cannot overcome the human factor. Apparently, the options are comply or forego treatment. That is a hell of a position for a company in this field to take. After years with my provider, I am unable to continue because of this garbage company's demand that I expose even more PII information to them, and their insistence that I trust their data security.

Insurance issue was not resolved. Issue was deprioritized to an email which does not address the matter with the urgency necessary by selecting the Chat Now feature on the website. Direct request to send email before chat was closed to confirm receipt of email was blatantly disregarded and chat closed by agent. I was informed I would be forcibly charged an estimate for services that are fully covered under my insurance, which had been confirmed by both my provider and my insurance.

Would leave a zero if I could, started poorly when they sent me an email saying that they couldn't verify my email address 😕 Once that was straight, I booked an appointment an hour later the therapist canceled saying she has no appointments, then why does the website say you have many, no answer. What a joke of an organization