Review Time
I am a Headway provider and have had an extremely negative experience. They pressure me constantly to refer other clinicians, but are completely unresponsive to my concerns and questions, providing only lip service about how they would like to be helpful. I spent over an hour trying to get a client set up in their system and verify benefits, and in the end, I was unable to do so - even though the client provided sufficient verification of coverage. There is literally no one and no way for us to speak to a human when we have an issue or problem with the platform and this impacts the amount and quality of care we are able to provide.
If you need customer service or someone to ask a question to, DO NOT USE THIS APP. They are terrible! They have overcharged me 6 times and refuse to help, I finally contacted my insurance and they were able to fix so I let them know. Next day they charged me an additionally amount back pay from last year!!!!! Terrible company, no morals. Hope it fails.
I joined Headway expecting streamlined mental health care but instead I encountered a level of negligence that is actually dangerous for a behavioral health platform. After seeing one therapist for a month she completely ghosted me when I reached out for help with an urgent prescription refill.
Attempting to pivot I scheduled with another provider who simply failed to show up for our appointment and never bothered to offer an apology or an explanation. It is clear that there is zero accountability for the providers on this site which leaves vulnerable clients in the lurch during moments of crisis.
The administrative side is even worse than the clinical failures. I have spent the last six weeks trapped in an endless loop with a claims department that operates like a series of poorly programmed bots. Every single inquiry is met with the same generic response about thirty to forty five day processing windows despite the fact that my insurance provider Select Health typically processes claims within forty eight hours.
Headway repeatedly refuses to provide a valid claim number or tracking ID which prevents me from verifying anything on my end. It feels like a deliberate stall tactic designed to make clients give up on their reimbursements entirely.
The volume of emails and chats I have exchanged with this company is honestly laughable. I have repeatedly asked for a phone number to speak with a human being only to be told that this platform has no direct line of contact. A company handling sensitive health data and financial claims that refuses to speak to its customers over the phone is beyond shady. It is entirely unacceptable to be stonewalled by canned responses when I am asking for basic accountability regarding my own medical billing.
Comparing this experience to other platforms like Aura makes it obvious where the problem lies. While other companies manage to submit claims within a week Headway continues to hide behind scripts and a total lack of transparency.
At this point I am tired of being treated like I cannot understand simple processes, and I am done waiting for answers that never come. I need a real person from Headway to contact me immediately to resolve these claims. If you value your time your money or your mental health you should look elsewhere for care because this platform is failing on every single metric of professional service.
They billed me twice in 2 seconds. I ordered the €23,99 special but suddenly also paid an extra €19.98 for "Visualized Best Sellers"?! I was only going to test the app on the special. They have a NO REFUND policy. So yes... SCAMMED.
I cannot even believe how horribly Headway treated me after THEY "accidentally" contacted BCBS and reduced my credentials as a specialist NP to a nonspecialist causing me to be reimbursed at a much lower rate. OVER a YEAR later, I am still out nearly 10K...yes this is insane. At first they said they would help and then ... crickets. They say this has only happened once before but I read all the negative comments and see that it has happened to others. Horrible customer service, horrible provider support, terrible company. Instead try TAVA, Grow therapy, Psychiatric Practice accelerator and many others with good reviews. RUN AWAY from Headway! You are welcome for saving you terrible experiences.
Like many others, I am facing significant problems with inaccurate billing. My provider recently began using this service, and prior to that, I had no billing issues. My provider has a clear fee of $150 per session, as stated on her website. I scheduled an appointment for December 2025, and initially, the service indicated I had no copay, which I suspected was wrong, but I expected to be charged the standard $150 fee. However, in the second week of January, I received a notification stating I owed $195.55 after insurance. Upon reviewing my EOB, I discovered I was billed $391.10 for my therapy session. How can this be when my provider only charges $150? The service has been slow in providing an explanation for this $391.10 charge, which raises concerns about potential fraud against the insurance company and a scam against me. This has turned into a frustrating ordeal.
My provider uses Headway. I didn't have a problem with it at first. I gave my insurance info and was told my sessions would be $30. I understand how insurance works. I know things can get adjusted. What I did not expect was an adjustment of $100+ for multiple invoices. I am now faced with $400+ in unexpected charges and the online agent can only offer "I'm sorry" as a response. Headway has nothing in place to protect clients from such occurrences, not even payment plans to ease the burden of these unexpected costs. Seeking treatment for mental health shouldn't come with unexpected financial burdens.
What a scam! Your just a money pit for them. Someone who actually needs help gets used. This is why I don't seek help any more because the system is built for you to suffer more! Dont work with this company. Not only can you not talk to any "real person" there is no way to even call the company. terrible customer service.
I scheduled an appointment through Zocdoc with a provider that uses Headway for insurance verification while I was experiencing a mental health crisis. Despite the urgency, Headway claimed my deductible hadn’t been met. Anthem personally called them, confirmed that my deductible was met, and even provided a reference number — yet Headway still failed to process my coverage correctly.This lack of follow-through and refusal to manually verify information caused unnecessary delays in receiving care during a critical time. It’s unacceptable for a company operating in mental health to be so unresponsive and dependent on flawed automation.Headway’s inefficiency and lack of accountability not only create barriers for patients in crisis but also reflect poorly on the providers who rely on them. I strongly urge both patients and providers to reconsider using this service until they make serious improvements in communication and verification practices.
Provided me a generic estimate of $0-500 for a psychiatrist I found on a different platform. I wasn't too worried about it as my insurance has always fully covered my psychiatric appoints at every other location I had ever been, not even a co pay. Their FAQ and chat bot say you will be notified before a charge and have options to delay the payment and other flexible payments to work with you so you can get care even when finances are tight. Well they didn't give me notice, didn't even inform me of what the cost would actually be, and just charged me almost $400. This over drafted my account, so I incurred fees from my bank. I had tried to reach out to my bank to stop payment but it had already been processed. I reached out to Headway, who has zero phone support, only chat and email. They continuously fed me lines about how my insurance policy says it isn't covered so their "estimate" was just to charge me the entire bill before the insurance claim was even processed in any way. Saying they would refund me any difference if my insurance came back with a different payment cost. When I showed them the parts of my policy that clearly show this would be 100% covered and no cost to me they would just end the chat saying it would have to be delt with by e-mail. I tried to get it escalated, but that too, is only handled by e-mail. My first attempt to reach out to them by e-mail, was responded to fairly promptly about 45 mins later. The rest of my attempts, escalation, providing insurance policies, ect. Were ignored for 5+hours and still don't have any update. Not even a "Hey this is Bob the support team manager I'm looking into the situation please give me a little bit of time to review the situation". Just silence. It really sucks because I liked the provider I found and would like to continue treatment with them but wont be able to if their policy is charge first, ask questions never.
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Headway is building a new mental health care system that everyone can access by making it easy for therapists to accept insurance. Today, we're the largest mental health provider network in the country, with 34,000 providers across race, gender, ethnicity and specialty working with Headway to serve patients through insurance. Patients can schedule care within 48 hours via one-click booking at headway.co, or can get care through a referral. The company operates in all 50 states and the District of Columbia.See more
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