Brittany H.
Warning: Headway is a Scam—Here’s My Experience
I want to share my frustrating and exhausting experience with Headway so others don’t fall victim to their deceptive practices. (long) I initially connected with Headway to find a provider, input my insurance (Insurance A), and moved forward once they finally confirmed it was in-network. Shortly after my first session, I switched to Insurance B through open enrollment and updated my details. Despite this, Headway repeatedly changed my insurance information and, on multiple occasions, waited until the day of my session to claim they couldn’t confirm it. At the end of 2024, I received a notice that my first session was denied because it was submitted under Insurance B—even though it took place before that policy started & I had Insurance A. I immediately flagged this error and provided proof of my previous Insurance A, but that’s when I discovered something worse: Headway shared that they had been submitting all my sessions to the wrong insurance and overcharging me. As they worked to correct it, they made yet another mistake—assigning an incorrect insurance with a similar name to my original session. I sent screenshots and my correct insurance details (the same ones I originally entered), and a representative assured me I’d get a refund. Weeks passed, no refund. When I followed up, I was tossed between representatives who didn’t understand the case. Eventually, one claimed they had to submit a claim first before issuing a refund. Then, the real gaslighting began. The next day, they told me, “Headway is out-of-network with your plan.” When I asked which insurance they called, they named the wrong insurance—the one they mistakenly added to my account (which their own system marked as in-network). I contacted my actual previous insurance (Insurance A), and they confirmed: • Headway never submitted a claim for my session. • The insurance they reached out to wasn’t mine—it was a completely different plan with a similar name. • My plan has no network restrictions and would have covered the sessions if Headway had submitted them properly (which they did a few months earlier in the year with a previous provider & I can get proof of that). Had I not caught this in time, I would have been outside the claim correction window and lost $142 (I'm wondering if this was the intent). Headway’s incompetence and deceptive practices caused me unnecessary stress and financial strain. Apparently, this is something people deal with often when choosing to work with them. They change profile details without consent, delay claims, and mislead patients while claiming to “expand access to mental healthcare.” In reality, they are actively harming the very people they claim to help. If you’re considering using Headway, don’t. (Note - Mar 14, 2025 is the most recent experience/correspondence)