HeadwayReviews of headway.co

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.

Initially they estimated my benefits at costing me $0 out of pocket which is correct. I have full coverage. But then after my first appointment they emailed me that I am 100% responsible for the full costs. They incorrectly have me labeled as having no coverage but there is no one who can assist me in live, real time. Instead you file a ticket and they respond that they are overwhelmed with insurance changes from the new year. Um, it’s end of March! They’re overwhelmed? And they can’t reply with in a few business days so I can access the mental health coverage I’m due? Ridiculous. Even my Headway therapist and my insurance rep tried to contact them to no avail. Run from Headway!

I have been using Headway now for almost a year as a provider; I used to think very highly of Headway. Now the customer service is awful and below standard. You have to place a ticket because there is no number to call. You put in a ticket and 2-3 weeks later no resolution. If you want to maintain your sanity…. STAY AWAY!!!!

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)

This company is an unethical SCAM. DO NOT USE!! Just as many others here, they submitted each of my $100 therapy sessions to my insurance as $294.38 each! My insurance then “covered” half of that and then said I owe the other $147.19 for each $100 session (make that make sense!)which was then charged to my credit card by HEADWAY— literally 7 times within a month, as “session cost corrections”! This was over $1000! This maxed out my card, my auto payments for other things failed due to that, and I’m in the hole now and can’t afford to get the card paid off atm. AND I paid $147.97 for $100 sessions that should have been $0-$30 co-pay each. insurance company won’t do anything and it’s impossible to get in touch with HEADWAY. See Google reviews for more nightmare stories.

This company uses methods to get you to subscribe and then of course they make it so difficult for you to find a way off your subscription it's nearly impossible. I find their methods misleading and untrustworthy. I do not suggest or recommend this company under any circumstances. I've tried to cancel my membership and have yet to have it happen.

I was a Headway provider and this company is unethical. They changed my phone number to theirs in insurance panel provider listings. This redirected my referrals to them. This happened in panels that I was both independently credentialed with and also contracted through them. This change of demographic data was done without my knowledge, permission, and it caused harm as a once consistent referral source completely dried-up and potential clients were unable to find me. When contacted, Headway acknowledged they did this and said I would be on my own to fix it. They also do not honor their contract. The contract clearly states that I need to provide 30-days written notice to leave and they refused to honor this and instead stated it would be up to 60-days. They have horrible customer support. Customer support is through a chat function which is not responsive and at times not accurate. In addition, when I first signed-up w them they described themselves as only doing billing and I could run my practice as I wish. Overtime they have started making more demands on how I ran my practice from sending forms to my clients, pushing to store notes on their platform, etc. Headway is a large Venture Capitalist backed business where they hire mental health practitioners as 1099 contracts. Signing with them, you are agreeing to work for a huge multi-state group practice not run by mental health professionals. Their main goal is not quality of care, supporting therapists and prescribers, but it is to make money. They are also in cahoots with insurance companies: Health Care Service Corporation (HCSC), the largest customer-owned health insurer in the US, led a strategic investment in Headway, a mental health startup, and operates Blue Cross and Blue Shield plans in Illinois, Montana, New Mexico, Oklahoma, and Texas. They do not have our or our clients' best interests in mind.

Patients and Providers -do not use this platform. I have no issues with the providers on this app, as they also appear to be victims of this platform. The customer service is atrocious. You won't be able to reach them by phone. Everything is handled through their ticket system. Due to their inadequacy, it took them over a month to resolve an insurance matter that was their own misunderstanding. Headway kept stating my only insurance on file was my secondary despite it being my only insurance. (I also called insurance to double check) headway confirmed this a month later, backdated items and charged me more for four past secessions. This company may have outsourced its customer service, as my questions were ignored or responded to in a script-like manner.