When new clients schedule with you through Headway, they're prompted to add their insurance so we can verify their benefits and bill their plan directly. To prevent claim issues and unexpected costs, clients need to enter their own information, even if they're covered under someone else's policy.
Why this matters
Insurance claims must be submitted under the person receiving care, not the primary plan holder (such as a parent or spouse). If a client enters the plan holder's details instead of their own, claims can be delayed, denied, or processed incorrectly, leading to unexpected bills or additional follow-up for both of you.
What clients should have ready
Encourage clients to have the following on hand before entering their insurance:
- Their physical or digital insurance card
- Their own legal name and date of birth (as the person receiving care)
- The primary plan holder's legal name and date of birth, if different from their own (for reference only)
- The member ID and group number from the card
How clients enter their insurance
Direct clients to our Help Center for step-by-step instructions on adding and updating insurance information.
To review a client's benefits before adding them to your caseload, visit our article: Insurance verification for providers.
How to talk to clients about entering the right information
You can share this language directly with clients:
When adding your insurance on Headway, enter your own name and date of birth, even if the plan is under a parent or spouse. As a dependent, you have your own benefits, and using your information ensures those benefits are applied correctly to your care.
What to do if a client entered the wrong information
If claims appear under the wrong name or you think a client might have used the plan holder's details:
- Ask the client to log into their Headway account and review their insurance information.
- Have them correct any fields where the plan holder's name or date of birth was used in place of their own.
- If existing sessions may be affected, ask the client to contact Headway Support directly from their portal so we can review and resubmit claims if needed.