HeadwayReviews of headway.co

Last year, I reached out to Headway about getting credentialed with United Healthcare. After the first customer service rep no-showed our appointment, the second rep I was connected with let me know that they could definitely help, I would be credentialed soon, they have all these great perks, etc etc. I went ahead and joined Headway. My account reflected that my application to United Healthcare had been submitted. I waited month after month. My rep reached out to let me know that my account would be closed if I didn't start seeing clients on their platform, so I moved my United Healthcare clients to Headway while I waited. After five months had passed, I called United to ask about the status of my application. The agent I spoke with let me know that an application had not been submitted. I reached out to my Headway customer service rep, who would text me with long, emoji-laden copy & paste texts every week about things like giving her my password to Psych Today so she could "optimize" my account, about this. She never responded. I then went to the chat feature on their website as they do not have a phone number. The customer service rep through chat confirmed that even though Headway said they applied on my behalf, they actually had me on an internal waiting list. An application was never submitted. So much of my time was wasted by this company. Without a doubt, I should have credentialed on my own. It would have been easier and faster.

Headway told me that my insurance, Magellan, no longer offers mental health benefits and so I stopped seeing my provider. I called Magellan and they said that is incorrect and that they still provide mental health benefits until April (few months away) and they confirmed that my provider is in network. Headway gave me inaccurate information and I stopped seeing my provider because of it. I am incredibly frustrated because I really liked that provider and it all was Headway's fault. I wonder how many other people had the same experience and didn't get care because Headway was telling people the wrong information. I wouldn't recommend headway to any patient or therapist for giving out inaccurate information.

I joined Headway expecting streamlined mental health care but instead I encountered a level of negligence that is actually dangerous for a behavioral health platform. After seeing one therapist for a month she completely ghosted me when I reached out for help with an urgent prescription refill. Attempting to pivot I scheduled with another provider who simply failed to show up for our appointment and never bothered to offer an apology or an explanation. It is clear that there is zero accountability for the providers on this site which leaves vulnerable clients in the lurch during moments of crisis. The administrative side is even worse than the clinical failures. I have spent the last six weeks trapped in an endless loop with a claims department that operates like a series of poorly programmed bots. Every single inquiry is met with the same generic response about thirty to forty five day processing windows despite the fact that my insurance provider Select Health typically processes claims within forty eight hours. Headway repeatedly refuses to provide a valid claim number or tracking ID which prevents me from verifying anything on my end. It feels like a deliberate stall tactic designed to make clients give up on their reimbursements entirely. The volume of emails and chats I have exchanged with this company is honestly laughable. I have repeatedly asked for a phone number to speak with a human being only to be told that this platform has no direct line of contact. A company handling sensitive health data and financial claims that refuses to speak to its customers over the phone is beyond shady. It is entirely unacceptable to be stonewalled by canned responses when I am asking for basic accountability regarding my own medical billing. Comparing this experience to other platforms like Aura makes it obvious where the problem lies. While other companies manage to submit claims within a week Headway continues to hide behind scripts and a total lack of transparency. At this point I am tired of being treated like I cannot understand simple processes, and I am done waiting for answers that never come. I need a real person from Headway to contact me immediately to resolve these claims. If you value your time your money or your mental health you should look elsewhere for care because this platform is failing on every single metric of professional service.

I am posting this review because I cannot find a way to contact Headway without creating an account! I have been receiving emails about therapy sessions with a provider, but I have never signed up for this service and have never contacted this therapist. I do not live in the United States, so this is clearly an error and my email address has been used incorrectly. I would like this issue investigated and my email address removed from any associated account immediately. Please contact me to confirm once this has been resolved.

No customer service personnel only an email and automated response.

After countless issues with the platform & abysmal support, I’ve cancelled all my appointments in the headway platform. For some reason it’s still charging my credit card authorizations including today, a Saturday, when there’s no support. Kicker is there’s no way to remove my payment method on file & no human support, & you don’t know there’s no human support till after the bot transfers you to a message saying you’ll get an email.

Currently chatting with a useless Headway rep. Time between even the most simple responses is 10 minutes. They have no idea what they are doing, and try to use AI to help you- and have no phone number to call to fix anything.

I have been using Headway for about four months and during this time they have referred three patients to me. I have been using them to submit claims and over half of the time they get the insurance information incorrect. When you ask for assistance, you are connected with AI which has never been able to assist. When you finally communicate with a live agent, they acknowledge they have made an error. This is an extremely inefficient and ineffective way to submit claims and get paid. I am going to start using another service for patient referrals and insurance claims submissions.