HeadwayReviews of headway.co

I've tried to use Headway twice: once when my old therapist tried to switch from Grow to Headway and once when I tried to meet with a new therapist. Both times Headway said these providers were in-network but I had to pay for full sessions until I met my deductible - that's not true. My insurance covers 100% of mental health visits even before meeting the deductible. Which I verified with both my benefits package and insurance representatives. I did one appointment with my old therapist on Headway with hopes I could claw back my $150, but I wasn't successful so we went to back to Grow. This most recent time I wanted to see a specific therapist but she was only credentialed through Headway with my insurance so I tried again. I emailed customer support and this time they told me my insurance said I was only covered for mental health visits that were in-person. Again, I called my insurance and they had no clue what Headway was talking about. We tried to find the policy they were referencing and it was nowhere to be found - I've also never had that issue with other telehealth platforms. I tried asking if Headway could do a conference call with me and my insurance since we were getting different answers and I just got completely ignored. The only reason I tried so hard to resolve this issue is because I desperately wanted to see this specific therapist, but oh well 🤷‍♀️

Very helpful and very quick responses to any queries. Of course payments are accurate and on time James

Good company to work for

This platform has zero accountability for delinquent providers. They have absolutely no vetting process and offer zero transparency in their processes. I have a feeling their business practices could stand an audit.

I loved the concept of Headway but sadly I cannot recommend them based on their sneaky tactics for adding payments to your account and charging you for items you don’t want. The set up their site so you are forced to hit continue(no other option provided) without knowing each time you hit continue your being charged additional fees. They then refuse to give refunds for items you don’t even want or will use! Stay clear !!

easy and helpful tools to improve my psych today profile.

It is a good and interesting initiative in mental health.

I would leave NEGATIVE stars if I could. Here is my experience: I had 12 sessions in 2024 with a therapist through Headway. My therapist has been lovely but the service she used for billing (Headway) has been the most terrible organization I have ever dealt with. For each of these appointments, they charged me $118.68. They stated that since my deductible had not been reached I would be charged the full amount on the credit card they had on file for me. But even after I reached my deductible, they continued to charge my card the full amount so I decided to do some digging and look into all of my health insurance claims. I then discovered that not a single claim had been submitted with my insurance for any of the sessions Headway had charged me for. On top of that, my deductible had fully been met by other providers I had seen. Headway charged me a total of $1395.24 for 12 sessions. This amount is well beyond any deductible I had. They should have only been charging me a 20% coinsurance for all of these appointments. At $23.74 a session my total amount due for 12 sessions would be $284.88. Headway overcharged me over $1,100.00. Headway has yet to submit a single claim to my insurance company (CareFirst Administrators) for any of these sessions dating back to Feb 21st 2024. It has been over 5 months and Headway has done nothing. Thankfully, my therapist was able to switch to a different billing provider so I could continue to have appointments with her. I have tried reaching out to Headway in numerous ways but there's no phone, no email, no chat on their website. I would open help tickets and they would provide vague, gaslighting answers and then close the ticket. None of my tickets have been resolved but Headway closed them on their end. My therapist and I reached out to their help emails without any response. Headway actively made it extremely difficult for me or my therapist to get in contact with them. We finally were able to get on an email with Jackie Levin who is on the Provider Success Team at Headway. I also had an agent named Keena and another named Jaimie who I corresponded with over email. They claimed Headway had submitted claims but my insurance was the one delaying the process because they had not processed it. They blamed CareFirst and stated they were the reason my claims were not correctly reflected in their system. I called CareFirst daily and they verified that nothing had been submitted by Headway. Headway then pivoted and claimed they fixed the issue and resubmitted all my claims. I was told by several Headway agents that my issue was resolved, and they closed the help tickets I opened on their website. My insurance has even offered to talk to Headway directly, but Headway refuses to provide any direct contact numbers. Agents from my insurance company have tried to reach out via phone and email to Headway and they haven’t received a response. They have refused to refund me at this point. They say they will refund me once my insurance processes their claim. But since they have not submitted anything my insurance cannot process anything. Headway is running a huge scam at the expense of everyday people. This is theft. It is illegal to bill a client weekly for months and never submit a single claim for the sessions billed. As an in-network provider, you are required in contract to submit the claims for processing. I will never use Headway again and have asked my therapist to tell her colleagues not to use Headway. Headway clearly has serious issues. There are hundreds of BBB and Trustpilot complaints about their service. They are a third-party vendor whose job it is to check insurance and instead, they are taking part in unlawful insurance activity. Five months later and I still have no idea when Headway will refund the approximately $1,100 they wrongly took from me. Update July 30th: Headway reached out this morning claiming that the only reason why claims did not show up was because my provider is not credentialled with CareFirst. This claim makes ZERO sense and is a LIE because my provider and I opted for another third-party billing company and their claims are coming through perfectly fine on the CareFirst Portal. To anyone looking for help, reaching out via their contact form is a complete waste of time. I have opened SEVERAL help tickets this way since May and Headway agents closed my tickets without any resolution being reached. Write a review here and file a claim with the Better Business Bureau.