HeadwayReviews of headway.co

I am a practitioner and have benefited from HW's ease of billing and scheduling for clients. They were fantastic in 2020-2023, but since 2024 they have made serious oversights in charging clients and have not corrected the mistakes in many circumstances. They are harming vulnerable populations seeking help. People trusted them when HW said their is no copay, and then a year later they get a bill for hundreds of dollars, because HW had the wrong information initially. A year+ later, they are billed. With absolutely no consideration of owning their oversight by offering a discount, or stretching the charge over time. Clients could have used their HSA benefits to pay, but instead they are getting stung by the company I use. I am more than disappointed, I am appalled that a human service co is so insensitive and money focused. This is continuing to happen to many of my clients so I'm getting off HW asap.

Horrendous experience. Never answer phone calls. Very difficult to set up appointments.

Is very easy to use and clear

charged more than I was quoted, $260 for 30 min with a nurse, only talked for 15 minutes.

Very, very bad insurance broker company for mini cabs. The customer service is very bad. They are very rude and very arrogant. I called couple of time regarding my refund and they literally ripped me off. They say it’s in their policy but it’s not in their policy but when you try to explain the situation the customer service they do not want to hear it that’s how rude they are. I recommend to anyone do not go with this insurance company, there’s other insurance company like such as Acorn.. DLC. They are better insurance company and they’re willing to help plus you get your discount if you’re a newer or old customer, but this company is very rude.

I’ve had multiple frustrating and concerning experiences with Headway’s billing system, and I no longer trust them with my payment information. I have a $0 co-pay for all therapy sessions. A couple of months into using Headway, they said that my insurance plan coverage had changed and that they would now be charging me a $10 co-pay for each visit. I called my insurance and they said there had been no change in my plan or coverage and that therapy still had a $0 co-pay. This lead to a whole back and forth with Headway to get them to reimburse me and stop charging. How did they come up with my plan changing? How long were they going to charge me $10 per apt if I hadn't gone back and forth with them about it? How many other people have they done this with who didn't have the time or energy to go back and forth with them? Most recently, they ran a series of unauthorized $1 test charges on my card without notifying me or logging them in my billing history. This included a $1 charge, an immediate refund, and then another $1 charge, all unannounced. My credit card flagged the activity as suspicious and advised me to block the merchant because this is a common strategy scammers often use before making larger charges. After that, Headway removed my valid payment method and is now requiring me to add a new one, even though I have a $0 copay and a clean payment history with them, in order to see my provider tomorrow. Between the lack of transparency, unauthorized test charges, and previous overbilling, I don’t feel they’re responsible enough to handle patient billing. If you're a provider thinking about using Headway, or a patient whose provider works through them, be prepared for billing issues, poor communication, and unnecessary stress. All of the back and forth and phone calls over these issues has created a completely unnecessary time suck and I don't expect that to change any time soon.

Incorrect billing, awful customer service, unresponsive, and when they do respond they are useless and rude.

I found a great therapist with convenient hours. Headway files insurance claims for me. It has been easy to use the website.