HeadwayReviews of headway.co

Headway has repeatedly filed documents for my therapy incorrectly with my insurance causing them to switch from being in network to out of network resulting in an additional $75 charge. This has happened on 4 separate times, 2 clusters of 2 appointments with appointments in between being fine and appointments afterwards being fine. As of this review, I still have a $75 charge that they have not refunded from an appointment that was 3 months ago and the extra charge happened 2 months ago and we (my therapist and I) have been fighting them ever sense. Please exercise EXTREME CAUTION with this company. They are nearly impossible to get errors resolved with.

Provided me a generic estimate of $0-500 for a psychiatrist I found on a different platform. I wasn't too worried about it as my insurance has always fully covered my psychiatric appoints at every other location I had ever been, not even a co pay. Their FAQ and chat bot say you will be notified before a charge and have options to delay the payment and other flexible payments to work with you so you can get care even when finances are tight. Well they didn't give me notice, didn't even inform me of what the cost would actually be, and just charged me almost $400. This over drafted my account, so I incurred fees from my bank. I had tried to reach out to my bank to stop payment but it had already been processed. I reached out to Headway, who has zero phone support, only chat and email. They continuously fed me lines about how my insurance policy says it isn't covered so their "estimate" was just to charge me the entire bill before the insurance claim was even processed in any way. Saying they would refund me any difference if my insurance came back with a different payment cost. When I showed them the parts of my policy that clearly show this would be 100% covered and no cost to me they would just end the chat saying it would have to be delt with by e-mail. I tried to get it escalated, but that too, is only handled by e-mail. My first attempt to reach out to them by e-mail, was responded to fairly promptly about 45 mins later. The rest of my attempts, escalation, providing insurance policies, ect. Were ignored for 5+hours and still don't have any update. Not even a "Hey this is Bob the support team manager I'm looking into the situation please give me a little bit of time to review the situation". Just silence. It really sucks because I liked the provider I found and would like to continue treatment with them but wont be able to if their policy is charge first, ask questions never.

Awful company. The processor for my therapist decided not to do their job and process anything for the first few months of the year. When it finally does happen there is confusion about my insurance and coverage. I have been getting mixed communication from Headway and my therapist. I am beyond aggravated. I tried working with Headway explaining how processing a bunch of payments on a single day will screw me financially. I will pay what I owe, that is not the issue. I am in the middle of working with their customer service and just got charged today for quite a few sessions. Nothing like financial issues to spark a spiral. Thanks for the so called 'empathy'.

I attended three sessions online in January and was charged a $10 fee and a month later charged an additional $25 fee totaling $75. This week which is September 2025, I received a message from Headway that they were billing my card an additional $75 from a November 2024, December 2024, and an additional January 2025 visit $25 each ten months later because the office failed to file the claims correctly. This is not my fault that the office staff cannot do their job efficiently. I should not have to pay for their mistakes. Needless to say, I will no longer be using this company for services. The counselor was amazing and if she leaves and go to work for someone else I would use her again but not as long as she is working for Headway.

Headway has a multitude of issues, our nail in the coffin occurred when Headway refused to honor the terms of their referral bonus program. We followed every step, as we have done in the past and yet they refused to pay out what was promised to us. When we disputed the issue, they gave us a canned response. we've generated thousands of dollars for this company, and they were too willing to stiff us $200. One of the biggest issues is their inaccurate co-pay estimation. Oftentimes, they will say a client's co-pay is 0 dollars; then weeks or months later will correct the initial estimate and retroactively charge the client the new cost which can be upwards of $150 dollars in some cases. Obviously, the client is responsible for their co-pay. However, people generally do not like to be told one thing and then told weeks later that they now owe hundreds in past co-pays. The support team is slow, unreliable and oftentimes lacks knowledge regarding the issues they are supposed to help resolve. This makes disputing an issue or seeking resolution tiresome and lengthy. There is a reason their BBB rating is an F, protect your clients and your business and seek a different platform.

There is no one to call to resolve issues. You get a robot. If you need help, there is none. The sales people will say anything to get you to sign on but their promises are empty. No live human exists after the initial start. It is disgraceful. Do not recommend Headway.

I'm a provider using Headway. Initially I was very impressed by the ease of working with them. Lately, I've found that their billing practices are unprofessional and destroying trust with my clients. One after the other, they keep informing my clients that they undercharged for copays, and they are coming to collect money after the fact. They give some complex explanation of how "costs can change from original estimates" yada, yada. The bottom-line is that patient copay information, deductibles, etc is all available on the provider portal for insurance. Why Headway would not have accurate information on a client's financial obligation is beyond me. What I do know is that when they undercharge copays and then come back 10 sessions later with a hefty bill, it leaves patients distrustful of me and my services, and I lose clients. I want to like Headway, but they are going to have to get it together when it comes to communication, accurate charges and reliable information with insurance companies.

As a therapist that uses Headway for billing BCBS for my clients I find Headway increasingly difficult to use. When I originally joined Headway it was pretty straight forward but has become increasingly more controlling related to having to schedule clients on their platform’s schedule when I have my own EHR, less user friendly for myself and my clients and only has a bot or email option for client billing issues. They try to dictate rather a client can see more than one therapist based on the client using the same email address. Now they want therapists to use a lengthy form for billing and try to force therapists to use their notes. I’m getting more and more client complaints about Headway and have lost clients over billing problems or because Headway wouldn’t let the client or client’s family member set up an account on Headway with another therapist using the email associated with the original account. Clients should able to choose who they see for therapy. There is a lawsuit in California related to if therapists are subcontractors for Headway or if Headway is acting as an employer. I hope the person who brought the lawsuit wins against Headway! If Headway wants to act like an employer and force therapists to follow their arbitrary rules that negatively effect client outcomes, then they should pay taxes as an employer. All therapists on Headway are in private practice or in a group practice so Headway should not be interfering in how the therapist runs their own business. Personally all I want for Headway to do is manage billing for my clients and otherwise stay out of my private practice. My future plan is to drop Headway all together.