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
