HeadwayReviews of headway.co

Very poor experience. No customer service phone line or email. Misrepresented my insurance costs, then retroactively 5x increased the costs after months of appointments

Wouldn’t recommend I started therapy in February was told it was 45$ after 6 months of therapy they said i wasn’t covered under my insurance and charged me over 700$ in one day from “under charging” They said they give a three notice before charging any cards. I never got a email about them about to charge the card. I can’t believe they can just decide they had insurance wrong etc they said they can’t do refunds … I checked online and there were still more charges to be charged. I emailed them and said stop charging my card. I understand maybe insurance wouldn’t pay what they thought but to wait from February to fix that in July and then just charge my card that many times … I’m honestly very upset about this. I feel like this company could at any moment just decide what they are going to charge and run up your card. I said had I been quoted correctly from the start I wouldn’t have done therapy once a week…. Went from 45$ to 120$

There has not been an pay increase in years

Headway's one job is to verify insurance. Over the course of over two months, a client of mine began to receiving vague information regarding their insurance billing and after continuous attempts from me to help gain clarification regarding the client's billing, Headway refused to provide clarification. Instead giving vague answers that amounted to "well, the client could be overcharged or undercharged but you can still schedule sessions with them". It was the first time it happened to me and and it was very unsettling and disruptive to the client care I could provide. Understandably the client opted out of scheduling sessions due to the uncertainty of the billing outcome. After months of pursuing this, Headway informs my client of essentially a clerical error and states they are in network with me and will not have to worry about paying out of pocket for the sessions covered. Although the resolution was ideal, I am disappointed with the amount of time it took and the clear communication from Headway.

I have received services from one provider through Headway. My provider is in-network with my insurance, and the services I received are covered under my insurance plan. Headway submitted a claim for one of my visits under the name of a provider whom I have never seen and who is not my treating provider. The claim was subsequently denied because the provider associated with the claim was out-of-network. When I initially contacted Headway regarding the balance, I was told that I "do not have mental health benefits." This was incorrect. When I investigated further, Headway provided a different explanation and told me that the billing code used was incorrect. This was also not true. I personally contacted my insurance company to verify this. My insurer confirmed that I do have mental health benefits under my plan. The code was correct and is a covered diagnosis under my plan. My provider is in-network. My expected patient responsibility for the visit should have been a $15 copay...The denied claim submitted by Headway was associated with a provider whom I have never seen. Headway has refused to correct the claim and has instead stated that it will not proceed with correcting the issue until it receives additional confirmation from my insurance company. At the same time, Headway has informed me that it intends to continue charging the disputed balance to my card on file. I have expressly disputed this balance and informed Headway that I do not authorize charges for an amount that I do not owe. I have nevertheless been told that the charges will continue. What is particularly concerning is the several conflicting explanations received from Headway, none of which add up. I have not been given the opportunity to clear this up with a human being, there is no way to access someone to actually help. I have made repeated good-faith efforts to resolve this directly with Headway and have independently contacted my insurance company to establish what occurred. I would give headway a 0 if I could. They do not deserve the 1 I gave to make this review.

I had recurring appointments scheduled every Tuesday with headway. Unfortunately, something came up and I missed one, I paid a fee for having missed it, that's fine I understand, no issue. The issue is after having missed one appointment they cancelled all of the appointments I had with no warning. No text, no email, nothing. So I showed up to the next one, only to be told they had cancelled all my appointments, I worked hard to get all these into my schedule, so finding out they cancelled them all and I cant have them back was very frustrating. Missed appointments happen, but cancelling every future appointment you have with a patient after their first one and with no notification is terrible service from Stephanie Chambers. I attempt to talk to someone about the behavior of the doctor, and all I get is AI bots to talk to about the problem.

Do not use this platform. I submitted my insurance through Headway. They gave me a list of providers and I chose the one that I liked. After the submission of the first claim there was a discrepancy in the price that I was told I would have to pay. My provider assured me that she was billing under headway and that it would be fine because headway is in network with my insurance. I saw her a total of four or five times and then didn't return. I have now (8 months later) received a bill because apparently the provider and headway have to be in network. They submitted my insurance documentation wrong at the start and realized that the provider was not in network. This was unclear and never explained to me (that both have to be even if headway is in network with your insurance) and the provider didn't know either because she was under the impression that she would be billing under headway. Even though this was a miscommunication on their part, I am still liable for the cost and nobody seems to be able to understand that all of that should be communicated at the start.

4… yes ALL 4 of your counselors canceled and rescheduled and the one I tried a session with was highly unprofessional. I filed a complaint. PLEASE DO NOT REPLY.