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.
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Why did my session cost change?
I'm not sure if my session cost changed. How would I know?
I received an email from Headway asking me to resolve my outstanding balance. How do I do that?
How do I know which card my refund will go to?
What is the actual incorrect charge and difference refunded?
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
- Your plan reset for the year, and you need to meet your deductible and/or out-of-pocket maximum before your insurance will cover any portion of your fees.
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.
How do I know which card my refund will go to?
All refunds will return to the original form of payment and will be reflected on your statement within 3-5 business days after they are processed. At this time, we are not able to send the refunds to a different card, unless the original card is no longer active and we are unable to process the refund(s).
For a peek behind the curtain, our third-party payment processor (Stripe) only allows refunds to be sent back to the original payment method used. For this reason, we’re not able to send a refund to a different destination (such as another card or bank account).
If your original payment method is no longer in service (expired, frozen, canceled), and the refund(s) did not go through, let us know and we can look into getting your refund to you in a different way!
What is the actual incorrect charge and difference refunded?
You should have received an email for each individual refund that was processed, which includes session information and refund amount. You'll see your refunds reflected on your statement within 3-5 business days.
If you'd like to view the specific appointments you were overcharged for in your account, you can scroll through your past appointments. Each appointment affected will have the word "overcharged" marked next to it in blue.
You'll be able to see the updated price, as well as how much you were refunded, for each individual appointment that you were overcharged for. You can also download updated invoices for each session from your past appointments page.
