If you see a notice that there’s a problem with the insurance as entered, it means that we may need to reach out to the insurance payer directly to obtain benefit details and eligibility.
Before proceeding: double-check that the date of birth, legal name, and member ID match exactly to the insurance records.
Until insurance is verified, sessions will need to be paused (or held off of the Headway platform), as sessions cannot be billed nor claims submitted until resolved.
Common reasons insurance appears as unverified
- A typo appears in the insurance information entered
- The address field shows the insurance company's address instead of the individual on the plan's
- The insurance company recently switched a detail of the plan, and the documentation provided reflects a slightly older version
- The insurance plan has been terminated/expired
- The plan is administered through Medicare or Medicaid
If still unverified, you can submit an inquiry by clicking "request a manual verification."
Checking insurance benefits
If the price estimate looks off once our system has verified the benefits, you can request a manual verification.
If you're a client
- Navigate to your benefits page
- Review your benefits there
- If something looks off, click Doesn't look right?
- Call your insurance carrier to confirm your eligibility and obtain a reference number
- Once you have a reference number, reach out to the team
- Under Choose a topic, select Benefits
- Under I need help with..., select the option that best fits what you're experiencing: Insurance showing as ineligible or inactive OR Incorrect session cost estimate
- Follow the prompts to request a manual verification
Make sure to have your insurance card available, as we’ll need photos of the front and back to verify your benefits. In addition, have any additional documentation that you feel would be helpful for our team available.
Examples of especially helpful documentation
- Billing, claims or incorrect charges: Add an explanation of benefits (EOB) from your insurer. Learn more about EOBs
- Duplicate charges: Add a bank statement.
- Screenshots: Include any unexpected error messages or alerts so we can review.
If you're a provider
You can check benefits for a prospective client, before adding them to your Client list. To do this:
- Navigate to your Client list
- Click the Check insurance button (located next to Add clients)
- You can either:
- Upload images of their insurance card
- Enter their insurance information manually
- Follow the prompts to complete insurance verification
From there, we'll show you a cost estimate, which you can share with the client directly from the portal. You can also add them to your client list from the pop up, once their details are verified.
To verify benefits for an existing client:
- Navigate to your client's billing tab
- Review their benefits there, under Insurance details
- If something looks off, click Report incorrect benefits
- Confirm that the correct insurance information is listed
- Follow the prompts to request a manual verification
While not required, it's helpful to have photos of the front and back of your client's insurance card. We'll ask for those first, so be sure to have them handy.