Headway Reviews 1,082

Lack of customer services, not custom. Felt robotic- wanted to speak to someone.

Date of experience: June 26, 2025

Easy platform to connect your practice with verified clients. FAST credentialing! User friendly easy to navigate provider profile. Great resources that set you up for success as a Headway Provider. Many of the customer support staff are wonderful. My favorite is Jess!!

Date of experience: July 05, 2025

quicker response then in the past, and the agent reached out to my patient as I requested! I still find the process to submit an inquiry to be very confusing and even after five months working via headway I continue to struggle to submit an inquiry and get confused by the prompts! I would really appreciate it if someone could reach out to help me navigate the inquiry process better

Date of experience: June 25, 2025

I reached out to request help with a client setting up a profile for their teen son. I was not able to confirm the intake appointment because it was under the fathers name. I reached out to the parents a couple of times via phone call and email but did not receive a response. The Headway Team reached out to the parents and they were able to help with the correct profile. I was able to complete the intake documentation. Thank you = )

Date of experience: June 28, 2025

Great response time

Date of experience: July 03, 2025

Headway provides an easy way for patients to seek for mental health care. Staff is awesome!

Date of experience: July 03, 2025

My issue isn’t resolved yet, but the representative was helpful to the degree that she can be at this time. She said she will let me know when there is more information to convey.

Date of experience: June 30, 2025

Greetings, the representatives I've interacted with since Headway have improved their communication with providers has been beneficial. What I like most about my recent experiences is that my representatives provided feedback promptly, professionally, and with kindness.

Date of experience: June 27, 2025

I had the simplest request for them to tell me what was wrong with the insurance information and it took them 20 emails to do nothing so I had to go manually fix it and now after I fixed it I just asked them one question “is the information in correctly now” and 10 emails later three days later I still haven’t gotten an answer as they keep passing the ball.

Date of experience: June 27, 2025

our counselor is easy to talk with. she has a way of asking questions that make you think about why you are feeling a certain way. she gave a book recommendation that has been very helpful and is helping me see why I have the issue I have and is helping me to improve my communication.

Date of experience: June 25, 2025

Horrible company....will steal from you and not refund you back

Date of experience: June 30, 2025

Issue was resolved with decent communication throughout the process.

Date of experience: June 28, 2025

Timely and friendly response. I had resolved my issue - so technically did not need support - but felt good to know they were there within 24 hours. Thank you!

Date of experience: June 27, 2025

I want to commend the Headway support team for their exceptional service in resolving a recurring billing issue I was facing. Each time I confirmed a note, I received an error message stating I wouldn't be paid because I was no longer paneled with the client’s insurance — which I knew was incorrect, as I’ve been paneled for over five years. This was incredibly frustrating, especially because it kept happening.

However, once I reached out to Headway support, the issue was addressed and fully resolved within 24 hours. Their response was immediate, professional, and effective. I truly appreciate how responsive and supportive the Headway team is. I've consistently been impressed with how Headway conducts business — both in terms of supporting clients and valuing providers. Thank you!

Date of experience: June 25, 2025

I received a message concerning my client's insurance. When I reached out to Headway they responded quickly. They thanked me for reaching out and left a brief note about what was discussed for future reference. I really appreciate the reference, because it makes it much easier to remember what was discussed.

Date of experience: June 23, 2025

Headway is always ready to provide help when its customers need it. As a provider, I depend on Headway to help me navigate the insurance tasks in building a group practice!

Date of experience: June 29, 2025

Said they were not contracted with my insurance, but my insurance said they were. They would not budge. So now I have to pay out of pocket if I want that specific provider.

Date of experience: June 28, 2025

There is no phone number for patients or providers to contact Headway for ANY reason (except when they are trying to get you to sign up of course). Issues that would take 2 minutes over the phone become a game of submitting help requests then waiting weeks for the most unhelpful incompetent responses imaginable. This will happen often so be ready to have multiple unread requests at all times for practice halting software bugs that you can do nothing about.

Date of experience: June 01, 2025

I am a practitioner and have benefited from HW's ease of billing and scheduling for clients. They were fantastic in 2020-2023, but since 2024 they have made serious oversights in charging clients and have not corrected the mistakes in many circumstances. They are harming vulnerable populations seeking help. People trusted them when HW said their is no copay, and then a year later they get a bill for hundreds of dollars, because HW had the wrong information initially. A year+ later, they are billed. With absolutely no consideration of owning their oversight by offering a discount, or stretching the charge over time. Clients could have used their HSA benefits to pay, but instead they are getting stung by the company I use. I am more than disappointed, I am appalled that a human service co is so insensitive and money focused. This is continuing to happen to many of my clients so I'm getting off HW asap.

Date of experience: June 20, 2025

Horrendous experience. Never answer phone calls. Very difficult to set up appointments.

Date of experience: June 17, 2025