Updates to your session costs

Have more questions? Submit a request

Headway works closely with your insurance plan to determine the correct session costs and process claims for your sessions. Over time, we've found some inaccuracies in systems, portals, and ways information is shared between insurance companies and Headway. This means that costs per session may have been incorrectly calculated - getting an accurate price is a major challenge that insurers and Headway are continuously working to fix. 


Why did my session cost change? 

Your cost per session is determined by the behavioral health benefits in your insurance plan. Your cost may change during your plan based on your deductible or out-of-pocket accumulation, which you can keep track of on your detailed benefits page.


In some situations, the information we receive from your insurance company may change, which could impact your session costs. This is because the details we get from your insurance are not always 100% precise, and there can be a great deal of back and forth for Headway to identify errors. We stay on top of this and continually seek the most accurate information to make sure you’re charged correctly in accordance with your benefits, and that your costs align with your plan and claims.

While we can’t control the information that your insurance company stores and shares, we are committed to continuing to improve these processes and get this right for you. For this reason, you may hear from us that your session cost has changed. 

I'm not sure if my session cost changed. How would I know? 

If your session cost changes for any reason, you will see this displayed on your detailed benefits page.

Typically, your session cost could change for one of the following reasons:

  • You started a new plan, and your benefits changed, resulting in a change in your cost per session
  • You met your deductible for the year 
  • You met your out-of-pocket maximum for the year

If your session cost changes as a result of Headway correcting previously incorrect benefit information, you will receive an email from us with additional details. 


I received an email from Headway asking me to resolve my outstanding balance. How do I do that?

Within the email you received, there should be a green button that says "pay now". Clicking this button will take you to your past appointments page. From there, you can click the black "pay now" button to resolve your outstanding balance. 

If you'd like to view the specific appointments you were undercharged for, you can scroll through your past appointments. Each appointment affected will have the word "undercharged" marked next to it in yellow.

You'll be able to see the updated price, as well as your open balance, for each individual appointment that you were undercharged for, by clicking into the affected appointment.

If you received an email, but don't see the option to pay your balance, please contact us


I received an email from Headway saying that I'd be refunded. How do I know if that has happened yet? 

You'll receive a confirmation email as soon as your refund(s) are processed, which will include session information and refund amount. Your refund will be reflected on your statement within 3-5 business days. 

If you received an email, but did not receive a refund after 5 business days of receipt, please contact us

Articles in this section