HeadwayReviews of headway.co

Absolutely appalling experience. I signed up to Headway because I genuinely wanted to improve my mental health and wellbeing, having heard good things about the app. I believed I was signing up to an offer for £17.99 for three months, yet £47.97 was taken from my account in three separate payments. I then discovered additional monthly and quarterly subscriptions I had never knowingly agreed to, potentially costing nearly £100 more. I cannot understand how this can happen when I thought I was signing up to one offer. It feels incredibly misleading and honestly leaves you feeling scammed. The irony is that I downloaded this app to do something positive for myself, but instead it has caused me unnecessary stress, anxiety and financial worry. It took me ages to work out what was happening and cancel everything, as the subscriptions weren’t showing in my Apple account. Not everyone has £50 sitting in their bank account to lose unexpectedly. It’s such a shame because, if the company had simply been transparent about its charges and delivered what I thought I was signing up for, I could genuinely have become a loyal customer for years. Instead, the additional charges and the stress of trying to resolve everything have left such a sour taste in my mouth that I’ve deleted the app and don’t even want to open it again. A company promoting wellbeing should not leave its customers feeling like this. Please be careful and check your subscriptions if you sign up.

Headway continues to gradually implement rules and restrictions that make it less about "just billing insurance for you" and more and more about having full control of your practice - including they recently requested we sign a contract giving them full access to use our image and likeness as they please. I have become deeply uncomfortable with their practices, and as a therapist, I am no longer morally and ethically aligned with them. They do not have the therapist, and ESPECIALLY do not have the client's best interest in mind.

I am so deeply disappointed in Headway. I really believed in its mission and thought they were approaching serious issues in the mental health field with innovation. However, as a provider, I do not recommend this service. Headway does not know how to de-panel their providers from insurance companies so if you decide leave, clients cannot submit superbills because the insurance company will still view the clinician as in-network. I can't tell if it's genuine incompetence on their end or something more malicious. Their customer service just talks in circles. I fear this is another tech company talking a big game about mental health but just contributing to provider burnout which is an important issue in the field. I wish I hadn't every enrolled. I also want to clarify, that I have tried to resolve the issue directly with insurance carriers but they have indicated that this is Headway's issue to resolve since the NPI in network is under the Headway umbrella. I have also reached out to Headway customer support multiple times for over a YEAR. The issue has yet to be resolved. This impacts my practice and reputation as a provider. Providers please beware.

Many problems

Extremely Disappointed — Lack of Transparency, Unexpected Billing, and No Clear Answers My experience with Headway has been incredibly frustrating, and I believe other potential clients deserve to know what happened to me. For FIVE MONTHS, my Headway portal consistently showed $0.00 as my out-of-pocket expense for appointments with my psychiatrist. I also contacted Headway and was told that I was covered and would owe $0.00. Based on this information, I proceeded with 14 appointments under the reasonable assumption that my insurance was accepted and my sessions were covered. Now, five months later, I am potentially facing approximately $1,100 in unexpected charges that I was never made aware of at the time of service. Had I been given accurate information from the beginning, I absolutely would have reconsidered my options. I could have reduced the frequency of my appointments or found a psychiatrist who accepted my insurance and was more affordable. Instead, I made healthcare decisions based on information provided by Headway, only to discover months later that the costs may be significantly different from what I was led to believe. What makes this even more frustrating is the complete lack of clarity surrounding these charges. Why did my initial sessions show $0.00, while other sessions are now being billed? Why do the amounts vary? What are the $54 and $89 charges for? Why am I only learning about these potential expenses FIVE MONTHS later? And what is the actual process for submitting and processing insurance claims? I still do not have clear, straightforward answers to these questions. From an ethical and customer service standpoint, this is extremely concerning. Clients should be able to make informed decisions about their healthcare without worrying that the pricing displayed in their portal may be inaccurate or that hundreds of dollars in unexpected charges will appear months after receiving care. I have also come across numerous reviews describing similar experiences with unexpected bills, unclear costs, and delayed explanations. Seeing other clients report similar issues makes me even more concerned about the transparency of Headway’s billing and insurance verification processes. The issue is not simply that I may owe money. The issue is that I made decisions based on the information Headway provided to me. By consistently displaying $0.00 and telling me I was covered, Headway gave me no reason to believe I needed to seek a more affordable provider. I feel that I was deprived of the opportunity to make an informed financial decision from the very beginning. I understand that insurance claims can take time to process, but that does not excuse a lack of transparency or the absence of clear communication about potential costs. Clients deserve accurate information, timely billing, and understandable explanations of what they are being charged and why. I strongly urge Headway to investigate the accuracy of its insurance verification process, explain why my sessions have different out-of-pocket amounts, and address why these charges are surfacing months after my appointments. Healthcare is already expensive and stressful enough. Clients should not have to fight for basic billing transparency after trusting a platform to provide accurate cost information. This experience has significantly damaged my trust in Headway, and I would caution others to independently verify their coverage and expected costs rather than relying solely on the information displayed in the portal.

My insurance changed at my work and Headway told my Therapist that I had no copay then Headway back charged me for all previous sessions. No human to talk to and no discount for their lies. Also how trustworthy is their platform? Count me out. Best of luck with you if you use Headway.

All the new changes and the direction of this company, including the treatment of the professionals who operate on it.

I searched for a couple days to find the right therapist. After numerous different searches, the same one kept coming up at or near the top. I scheduled a 15-min intro session, filled out all the forms. The next day, my appt was cancelled with the therapist saying she is not taking on new patients. If that’s the case, ensure the therapist doesn’t show up in searches and don’t include numerous days and times book. Really bad when you finally take the step to seek help.