HeadwayReviews of headway.co

Very, very bad insurance broker company for mini cabs. The customer service is very bad. They are very rude and very arrogant. I called couple of time regarding my refund and they literally ripped me off. They say it’s in their policy but it’s not in their policy but when you try to explain the situation the customer service they do not want to hear it that’s how rude they are. I recommend to anyone do not go with this insurance company, there’s other insurance company like such as Acorn.. DLC. They are better insurance company and they’re willing to help plus you get your discount if you’re a newer or old customer, but this company is very rude.

I’ve had multiple frustrating and concerning experiences with Headway’s billing system, and I no longer trust them with my payment information. I have a $0 co-pay for all therapy sessions. A couple of months into using Headway, they said that my insurance plan coverage had changed and that they would now be charging me a $10 co-pay for each visit. I called my insurance and they said there had been no change in my plan or coverage and that therapy still had a $0 co-pay. This lead to a whole back and forth with Headway to get them to reimburse me and stop charging. How did they come up with my plan changing? How long were they going to charge me $10 per apt if I hadn't gone back and forth with them about it? How many other people have they done this with who didn't have the time or energy to go back and forth with them? Most recently, they ran a series of unauthorized $1 test charges on my card without notifying me or logging them in my billing history. This included a $1 charge, an immediate refund, and then another $1 charge, all unannounced. My credit card flagged the activity as suspicious and advised me to block the merchant because this is a common strategy scammers often use before making larger charges. After that, Headway removed my valid payment method and is now requiring me to add a new one, even though I have a $0 copay and a clean payment history with them, in order to see my provider tomorrow. Between the lack of transparency, unauthorized test charges, and previous overbilling, I don’t feel they’re responsible enough to handle patient billing. If you're a provider thinking about using Headway, or a patient whose provider works through them, be prepared for billing issues, poor communication, and unnecessary stress. All of the back and forth and phone calls over these issues has created a completely unnecessary time suck and I don't expect that to change any time soon.

Incorrect billing, awful customer service, unresponsive, and when they do respond they are useless and rude.

Therapist ghosted me on day of appointment and never responded to my communications after calling and setting everything up together over 2 weeks.

My recent experience with Headway's support system was incredibly frustrating and disappointing. The chatbot was unhelpful, repeatedly looping through the same responses without resolving my issue. When I finally connected with live agents, they provided conflicting and inaccurate information, which delayed any meaningful progress for over an hour. To make matters worse, the client who reached out to me for assistance is now unable to receive the help they need because of Headway’s inefficiencies. The contact form was also broken, leaving me stuck without a reliable way to escalate my concerns. As a provider, I expect better support from a platform I rely on to serve my clients. Headway needs to seriously overhaul its support system to prevent these unnecessary roadblocks in the future.

Headway Customer (non) Service - first, I challenge you to get to an actual person to solve billing problems. This organization is the example of delay, deny and defend when it comes to resolving billing errors. If your therapist is billing through Headway - RUN! Simply look on line at Headway's mission and complaints to see for yourself. Sadly, this is the first negative review I've ever left on line - normally I try to work things out if I have a complaint and I enjoy giving positive reviews when recieving excellent customer service...Headway is an example of poor customer service. After months of non-starters with Headway I regret to have to do this!

They gave me incorrect information as a provider which resulted in being paid 2 weeks late. They refused to correct this even though it was their fault. I filed complaints with BBB and labor and industry. This company is pyramid scheme who only wants you to refer other providers to the company. They don’t offer anything useful or sustainable

Headway Lied and Billed Me $2,900 for Their Own System Failure I’m beyond disgusted with Headway. When the Change Healthcare system went down, they emailed stating they would cover all cancellation fees during that period because they couldn’t verify insurance benefits properly. That was their promise — and their responsibility. Instead, they turned around and billed me $2,900 in cancellation fees for sessions that were canceled because THEIR OWN SYSTEM failed to verify coverage. Let that sink in — Headway's own technical issue caused the problem, they acknowledged it, promised to protect clients, then lied and billed me anyway. How is this ethical? How is it even legal? This company is exploiting clients and therapists with deceptive practices. I followed all procedures, showed up for scheduled appointments, and only canceled when Headway’s system couldn't process claims correctly — something completely out of my control. Now I’m being slapped with thousands of dollars in fraudulent cancellation fees after they promised in writing to waive them? This isn’t just bad customer service — this is fraud. I strongly urge anyone working with Headway to check their billing statements, contact your insurance provider, and file complaints with your state’s attorney general, insurance commissioner, and the Department of Health and Human Services if necessary. This company cannot continue to operate unchecked while scamming people during their most vulnerable moments.