HeadwayReviews of headway.co

In 2022, I was incorrectly billed a very low co-pay for 12 sessions with my provider. Because the error was on Headway's end, they ended up having to eat almost $1200 worth of session fees. I immediately switched to paying my provider in cash. I didn't post a negative review then because they didn't bill me for the incorrectly calculated co-pays, but it was very difficult to get hold of any customer service reps. As others have mentioned, there is just a contact form, and you will likely experience radio silence after submitting an inquiry. This year, I switched to insurance that offered a $15 co-pay for outpatient mental health services, including counseling with my LPC. Headway is in-network with my insurance, so I started using Headway again. Initially, they correctly calculated my session cost at $15 and charged me the correct amount for two sessions this month. Two days ago, I received an email from Headway stating that my co-pay had been incorrectly calculated, and that I owed them $85 apiece for my previous two January counseling sessions. I called my insurance provider, who confirmed my co-pay was $15 for counseling (no deductible), and that Headway was in-network for them. They stated that Headway hadn't filed the claims correctly and needed to refile them. I opened a support inquiry with Headway, was told it was being escalated, and haven't heard anything back. I've emailed four times with increasing detail and received no response. My co-pay in the Headway dashboard now states that my session cost is $15 again, but that I still owe $85 for a backdated session. My therapist felt it was prudent to cancel my session today because she didn't trust that I would be billed correctly for it. To sum up - Headway's lack of competence with navigating insurance providers is preventing people like me from accessing mental health services, and is causing stress and financial hardship. Headway - get it together and hire a real customer service team and a real billing department. There's no excuse for this. January 2025 Update: Headway is back at it again! They're insisting that UnitedHealthcare and my new 2025 plan (which I got specifically for the mental health copays) is out of network. I've confirmed with UHC on multiple occasions that Headway IS in network with my plan. In fact, UHC has already processed two January claims correctly with the correct co-pay! Headway still only has email support, and it can take up to ten days to get a response. I have no idea how they manage to be this incompetent. It's almost like they're trying to make people not use them or pay cash without insurance.

They can't get the client rates right. I have one client that her rates have changed 5 times since Jan 1/2024. It's Jan 22 today. I had another client that threatened to sue because they misbilled him hundreds of dollars and it happened several times. I have a third client that after this happening every two weeks for several months terminated therapy with me. I need a new system. ***See the reply below? The general contact form again. Proof positive.

My mental health provider uses Headway and they always bill me the wrong amount for sessions. This is not a problem I've had with any other billing companies or providers. I should have a simple $25 co-pay yet every time I get charged a different random amount. Their customer service is terrible. There is no phone number to call and the messages in the help center seem either written by AI or non-native English speakers. I may stop seeing my provider simply because Headway is such an awful company.

I absolutely do not recommend this company. Avoid it. I am a client of a medical professional who just started using Headway. I hated the fact they insisted on having a credit card on file to bill me any charges that arise. I insisted that my insurance was paying for 100%. They didn’t care. They said I could not use the provider without a payment card on file. I trusted them after they said I’d only be billed if there was a last minute cancellation or missed appt. Well, immediately after back and forth emails with them regarding what I’d owe, and they confirmed it would be $0, they billed my credit card over $100. They claimed I owed it for a visit. The provider confirmed I didn’t and even though this charge was debited to my CC just days after they verified I’d owe nothing, they didn’t care. Called my CC company to dispute the charge immediately. Emailed Headway the same day they charged me. I received a response saying that for future appts I would owe $0. Yeah, like I’d believe that and yet they never addressed the recent charge and whether they’d reverse it. This must be how they make $$$. Billing customers more than they owe, pocket the interest and let the patient wait who knows how long to get a refund for the overcharge! Oh yes, and they offer $250 to anyone who recommends them to new providers when they sign up. What a SCAM! Run, do not give payment info to this unscrupulous company. Shame on them!

I completely agree with the previous review. Dealing with Headway as a patient has been an absolute nightmare. To put it simply, their billing and insurance authorization personnel are completely incapable of performing those duties. In 2023, Headway made a mistake in determining my benefits coverage, which resulted in unnecessary payments. Despite my insurance company verifying that my coverage was at 100% with no copayments. Because of the information Headway provides I switched to a different plan to avoid higher copayments. Headway did eventually realize their mistake and refunded the copayments made, but it was too little too late. By then, my policy had already changed to require copayments. Fast forward to 2024, and Headway is still struggling to manage insurance authorizations. My policy is still the same as it was in 2023, and Headway is now claiming that my therapist is not within the network for coverage. Due to their sheer laziness, I spent a significant amount of time verifying with my insurance that my provider was indeed within the network. I must say, I have an incredible therapist who has been instrumental in my mental wellness journey. However, Headway's unprofessionalism has severely impacted the quality of my mental health self-care. I refuse to waste my valuable time on the phone with insurance or sending emails into the void of Headway's incompetence. It's with a heavy heart that I have to start considering finding a mental health provider that works with a competent medical billing organization.

Scammer , email for 2 weeks got promised for a refund and never respond and I want my money back !!! Charging people extra plans without people authorising.

Headway is fully focusing on creating a corporate model to overtake small and individual practices. They seduce practitioners with their no fee billing on the front end but then require, in newer contracts, that all patients must stay with Headway a year after you may want to switch billers. This essentially locks you in and gives them control of your practice. They have NO phone customer service. It’s a trap that is growing worse.

They dont call back don’t waste your time