HeadwayReviews of headway.co

The billing is so easy to use and the customer support is great.

Charged me $25 for a visit per my ACTIVE INSURANCE I'D BEEN USING OVER A YEAR. My husband added me to his insurance -I was then double insured- where Headway retroactively charged me AGAIN based on the secondary insurance cost, which was five times more than through the other insurance. This is theft, and I'm fairly certain fraudulent to boot.

Headway has everything I need in one place to accept insurance paying clients and provide them the support they deserve.

I'm reviewing from the perspective of the patient. Headway makes you provide your credit card info and they bill you immediately based on their "estimated" charge you'll be billed by insurance and then supposedly will refund you if you end up being overcharged. Well, I was charged their estimated $117 for each of three sessions, even though my insurance only charges a $20 copay for therapy sessions, but I figured I'd get refunded by Headway. However, it's been two and a half months since the first of those three sessions and Headway has not submitted any of my three claims so I can get my refund from them. I have reached out to Headway multiple times (and they don't have an inbound call center, you can only submit online tickets) and each time, a rep responds with a different excuse for what happened. Their reasons for not submitting my claims have so far included: they needed permission from my insurance carrier to start submitting claims (which my insurance carrier debunked when I called them), they sent the claims to the wrong insurance company, they sent the claims to the wrong state within my insurance company, and they need to verify what my insurance will actually cover (when it had already been verified numerous times). I don't believe they have any incentive to correct this situation since they have already overcharged me by nearly $300. My therapist also tried messaging them a few times on my behalf but they have just given her random excuses with no real resolution as well.

I love the platform, ease of use, consistent session link, and responsiveness to issues. If they gave referrals they would become the only platform I work with, but alas, I have to get new clients somehow, so until they start offering referrals, I'm going to have to count a different platform as my go-to.

Headway has taken away many of the stressors to begin a private practice and take insurance! Partnering with Headway in the middle of so many of my own life transitions has made it easy for me to begin building my practice and I love that they keep a visible running total of what you are expected to be paid so that you can keep track of your finances.

Bait and switch - not clear what the in-network insurance providers are and wastes your time if you aren't in one of them. I have Carelon Insurance. It's an option in their drop down menu for searching. You are allowed to select a provider, make a trial appointment, upload your card photo and information, and then you get a vague message saying that *you* are ineligible for coverage, or your coverage is not longer valid. You are prompted to contact your insurance company for a reference number and another email that says the same. If you continue to waste your time you can call your insurance and find out that, in fact, your insurance does not participate. I'm sure it's a helpful service for people who can get coverage - therefore 2 stars. But there isn't even an option to pay out of network prices (which I have to do locally with my kids, as well, because I live in the middle of nowhere and there aren't enough providers.) They wasted my time just to get a mention of their program with my insurance when I called. Headway - be honest. Provide a simple message saying that my insurance does not participate in your platform. Period.

Eilia was a great help/contact. I so appreciate her patience and knowledge!