HeadwayReviews of headway.co

One of the worst support experiences I have had with a healthcare platform. I have spent SIX DAYS trying to obtain a basic W-9 from Headway for credentialing. Six days. For a W-9. During that time, I have been told repeatedly that my request was “escalated,” “prioritized,” “being reviewed by a dedicated team,” and that someone would get back to me. Nothing meaningful has happened. No document. No resolution. Just the same recycled response over and over again. At this point, the word “escalated” has become meaningless. How many times can something be escalated before someone actually does something? I have made it very clear that this delay is interfering with my credentialing process and potentially costing my practice opportunities, yet the response has essentially been copy-and-paste apologies with zero accountability. What makes this especially concerning is that Headway handles important parts of a provider’s practice, including credentialing and billing. If getting a simple administrative document requires nearly a week of chasing support, repeated follow-ups, and threats to close an account, that should be a major concern for any provider considering relying on this company. I should not have to spend this much time begging a company I work with to provide basic documentation necessary to run my practice. The lack of urgency, ownership, and effective support has been unacceptable. I am now seriously reconsidering whether I want Headway involved in my practice at all. Providers: think very carefully before becoming dependent on a platform where getting help with a basic issue can turn into days of canned responses and endless “escalations” with no actual solution!

Headway is the worst platform as a provider (I am a psychiatrist). I found out they have a stated policy of "self serve" which means if there is a glitch YOU fix it even though they could do it in minutes and it may take you hours and often it is their mistake. Stay away. I wonder if what they do is even legal. They treat you like an employee not that they are a vendor and you are using their services. INSHITIFICATION at its finest!

I think Headway needs support tech staff for clinicians and clients via text and phone call.

I have not had a good experience using this headway’s platform. The customer service response time is exceptional. However the willingness for them communicate prior to automatically charging your card on file has left a negative impact. Just because a company stores your card info does not mean that they shouldn’t send out a confirmation message stating the upcoming charges. That way the client has an opportunity to verify or dispute if the charges do not look accurate. Instead they just charge your card then tell you to take it up with the provider which isn’t fair because the provider is not always correct and then you spend time going back and forth to correct an issue after funds have been removed. I think a little more consideration for the clients account should be considered rather than billing the account because they can.

I contacted my insurance company and received the name of a therapist that was in- network. I verified that she was through her. She used Headway and they also verified she was in network with my insurance. They came back a YEAR later to inform me they were not in network and charged my card $80 7 times. Basically they said well sometimes we don’t catch it. Glad I didn’t continue to see her. Don’t use these guys, especially if your therapist uses them for billing, unless you want to be lied to and your credit card used at their discretion one year later. My insurance was no help in the matter, either. They said they rely on them to tell them they aren’t in network ?!? This is fraudulent under the no surprise act on both BC/BS and Headway.

Headway allows therapists to create fake invoices and lets them bill patients and insurance companies for services that were never rendered. I let Headway know that a former of therapist that I have not seen November 2025 created a fake invoice in August 2026 claiming that we met. Headway removed money from my HSA account to pay for a this visit that never actually took place. I had to contact my HSA to reverse the charges instead of Headway taking the initiative to reimburse me for the fraudulent claim. They also received full reimbursement from my insurance provider for the fraudulent claim. No action has been taken against the therapist and she is still free to use their platform and commit insurance fraud. Since Headway proceeded to submit an insurance claim after they were informed of the therapist’s fraudulent invoice there is an insurance fraud investigation going on. Make sure to review all of your invoices and charges for fraudulent claims and to delete your accounts after you’re done with Headway’s services because they will allow therapists access to your account to create fake invoices and bill you and insurance for “new services” well after your relationship with the therapist ended. Please don’t contact with me some generic apology and instruction to reach out. I’ve already reached out and that’s why I’m posting, you need to do better.

Headway will not advocate for you when there is a discrepancy in billing, in my case specifically a cancellation fee set by the provider. My provider, Nina Batista, has a 48hr cancellation fee policy (which is disclosed). My original appointment time was rescheduled by the provider without checking with me if there was a conflict in my schedule with the new date. I realized the appointment was rescheduled to a time I was not available so I canceled the appointment 47hours and 56min ahead of time. Because I was 4 min off from 48 the system automatically charged me her $200 cancellation fee. I asked Nina Batista in several messages to please consider a refund since I was only 4min off from an appointment I never agreed to she never responded. I asked Headway for help and they said they cannot. So I am out $200 and never even had one therapy session. Use a different platform that is fair as far as billing, there are 100s of different platforms to choose from, Headway is not a good one.

Hi, I have submitted countless claims to get in touch. No customer service phone number to call, and my insurer/provider can't even getting touch with a person. I am very frustrated and disappointed how headway has been treating me. Headway put the wrong provider and tax ID on the claims and needed to resubmit them because my insurance did in fact cover the cost. My provider is ignoring me at this point and my insurer is trying to get in touch with her and headway. They submitted claims a year later that was "billed incorrectly". They were billed under the wrong provider and tax ID!! I had to provide the same information countless times and had to repeat myself more than I would like. I feel like I am talking to a wall at this point. Stay away from this company provider or client. My insurance stated this has been happening constantly with headway and no valid way to get in touch. Every time someone responds o this claim asks me more questions that I have answered so many times just to wait another 3 days. THIS IS AWFUL!!!! Of course they respond “contact us” umm thats what I have been doing! So in reality headways wants me to make a ticket yet again smh