Frequently Asked Questions

Veteran Mental Health

How do I request records for VBA disability assessment?

You can submit a request using this form. We’ll provide a full copy of the requested records within 30 days of the request date.

How much will my care cost with SonderMind?

Nothing. As long as you have a valid referral from the VA, you will never be charged for your care. We’re an in-network provider, meaning the VA covers 100% of your costs for services with us.

How are SonderMind providers qualified to support Veterans?

Every SonderMind provider is a licensed mental health professional. Our group covers a spectrum of specialties and approaches. We specifically prioritize connecting Veterans only with providers who have completed comprehensive training through our partner, PsychArmor. This training gives providers the appropriate cultural competency to uniquely support Veterans and their mental health needs. Additionally, we have many providers who are Veterans themselves.

Does SonderMind offer psychiatric services, including medication management?

Yes. However, at this time, these services are only available in Colorado, Georgia, Maryland, Ohio, Texas and Virginia. 

Does SonderMind offer couples counseling?

Yes. A valid VA referral for “Couples Counseling” is needed for this service.

How many sessions can I have with a VA referral?

The VA approves most referrals for weekly sessions for 6 or 12 month time periods. Once you obtain a referral, the VA will inform you how long the referral is valid for and how often you are approved for sessions.

Does SonderMind take CHAMPVA or Tricare insurance?

No, at this time SonderMind does not accept CHAMPVA or Tricare. 

Can I use SonderMind to collect documentation to apply for VA Disability benefits?

Yes. Once you begin sessions with your SonderMind provider, you can request to have the notes from these sessions submitted to the Veterans Benefits Administration for review on your disability claim. To request your notes, please use this form.

In what states does SonderMind partner with the VHA?

SonderMind therapy is available in Alabama, Arizona, Colorado, Georgia, Hawaii, Idaho, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Missouri, Nebraska, New Hampshire, Ohio, Texas, Vermont, Virginia, and Washington, D.C. SonderMind psychiatry is currently available only in Colorado, Georgia, Maryland, Ohio, Texas, and Virginia. 

SonderMind Video Telehealth®

What is SonderMind Video Telehealth®?

SonderMind Video Telehealth® is a HIPAA-compliant way for you to conveniently meet with a mental health care provider from a private and safe place of your choosing. Through secure, online video sessions, you can meet virtually with your provider, without needing to travel to an office for your appointments. 

How do I schedule a video session with my provider?

Most providers offer video sessions through SonderMind, and you can schedule directly with them online through your portal. If your provider doesn’t offer online scheduling, give them a call to request a video session. 

What technology or equipment do I need to participate in video sessions?

We recommend using a desktop or laptop computer to connect to your video sessions – either using a Google Chrome or Mozilla Firefox browser. Safari is also supported for Mac devices. If you're on a mobile device, video sessions are only supported through Chrome on Android devices, or through Safari on Apple devices. We suggest having access to a comfortable room – with privacy and a reliable internet connection – where you can have your sessions. 

How do I start a video session?

Log in to your portal at least 5 minutes before your session. In your appointment reminders, you’ll see a button to launch the session once it’s time (about 5 minutes before your scheduled start time). Click the button to connect and start your session.

Can I share my screen during a video session?

Yes! Here’s what to know about screen sharing and available functions. 

  • Screen sharing is only supported on computers, not mobile devices, at this time. 
  • Only one person will be able to share their screen at a time. 
  • To begin screen sharing, click the screen share button from the window with your active video session, and accept any permissions requests you’re prompted with.

The video session is not connecting or working properly. What should I do?

We’re here to help. Many connection and clarity issues can be solved by a few troubleshooting steps. We recommend first restarting the session and reconnecting to see if that resolves your issue. Read on for steps you can try yourself quickly to resolve an issue. 

Screen sharing is not working properly:

  • Step 1: Restart and relaunch your browser. For the best experience, we recommend using Google Chrome.
     
  • Step 2: Let’s check browser permissions. (If you’re using Chrome, skip to Step 3.)
    • Firefox: From the Firefox browser, navigate to your portal and make sure you are signed in. Locate the address bar with the page’s URL and the icons to the left. Find and click on the icon for editing permissions. Here you’ll see screen sharing, microphone, and camera browser permissions. Adjust accordingly so that all are enabled and allowed. If any are blocked, your video sessions will likely not work well.
    • Safari: Navigate to Settings within Safari on your device. Find the Websites tab, then locate Screen Sharing settings on the list to the left. Locate SonderMind in the list and make sure the permissions are enabled. If SonderMInd is not listed, try screen sharing again.
  • Step 3: Now we’ll check your system permissions if you’re on an Apple device. (If you’re using a PC, skip to Step 4.)
    • Navigate to System Preferences within the Applications on your device. Find the Security and Privacy icon, then locate Screen Recording in the sidebar on the left. Click the box next to Google Chrome to allow screen sharing. You may need to click the lock icon in the bottom left to make changes. A pop-up should appear indicating that Chrome will need to restart before it can record the contents of your screen. Click Quit Now to restart.
  • Step 4: Check your browser for any updates. If there are any available, proceed with the updates and restart your browser. Now restart your video session and try screen sharing. If you’re still unable or experiencing issues with screen sharing, submit a form.

The video and/or audio of my session is poor quality or not working properly:

We suggest using a computer, with a Chrome, Firefox, or Safari (Macs only) browser for the best video session experience. Closing all other tabs and programs during your session helps your computer run the call more smoothly. Make sure you have a steady and reliable internet connection. Relying on data or hotspots is not advised. 

SonderMind Services

What type of mental health care services does SonderMind provide?

SonderMind offers therapy and psychiatry services in various states across the country. We work with providers who offer individual support as well as family, couples and group sessions. 

In what states does SonderMind provide care?

SonderMind therapy is available in Alabama, Arizona, Colorado, Florida, Georgia, Hawaii, Idaho, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Missouri, Nebraska, New Hampshire, Ohio, South Carolina, Texas, Vermont, Virginia, and Washington, D.C. SonderMind psychiatry is currently available only in Colorado, Florida, Georgia, Maryland, Ohio, Texas, and Virginia. 

SonderMind is coming soon to Alaska, Arkansas, Louisiana, Mississippi, and Oklahoma. 

Is mental health care with SonderMind effective?

SonderMind’s approach to measurement-based care is clinically proven to help people see change, faster. Our data shows that clients see results in less than 6 sessions — that's less than 2 months — with SonderMind.

How quickly will SonderMind match me with a mental health provider?

Finding the right provider for you and what you’re going through is so important. Typically, 1 or more clinicians will be matched to you within 48 hours. Depending on where you are located, sometimes this could be instant.

How do I complete my SonderMind Account?

To complete your SonderMind account, follow the link in the onboarding email you receive after filling out our match request form. The email address you provided will be used to log in and a password must be created. To finish completing your account you will need to:

  • confirm your contact information
  • add your insurance or self-pay preferences
  • provide a method of payment

Once your account is complete you can schedule with the provider match that best fits your needs.

Does SonderMind offer Family Therapy?

SonderMind offers family and couples therapy. All parties must provide consent to treatment but are not required to create individual accounts unless they choose to start seeing another provider individually. At this time, our video platform can only support two devices. Couples and family sessions will need to be held in person or all parties will need to be in one location sharing a video.

Does SonderMind offer Group Counseling?

SonderMind offers group counseling sessions. All parties must provide consent to treatment and are required to create individual accounts. At this time our video platform can only support two devices. Group sessions will need to be held in person.

Does SonderMind offer therapy for Children/Minors?

Yes. When an account is created for a child under the age of 18, the account should reflect the child’s legal information, but parents and guardians may add their contact details and list themselves as a contact when completing the account. 

Additionally, each individual’s account must include a unique email address. If a Gmail or iCloud address is used, +1 may be added. As an example, the email address will look like this: [email protected] This allows email communications to be received at the original address and satisfies the requirement for a unique email. 

How can I request my medical records from SonderMind?

Per our Notice of Privacy Practices, in accordance with HIPAA, you have the right to receive a copy of your medical record. You can choose to have your medical records sent to yourself or someone else. In order to submit your request please complete the Records Request FormOnly the client may complete this form.

Can I see more than one provider through SonderMind?

Individuals may use SonderMind to see more than one provider, we recommend contacting your insurance carrier to confirm if there are any limitations to your coverage.

How does SonderMind work?

SonderMind is a mental health provider focused on providing the highest-quality care. We will connect you to the right therapist who has the expertise to help you get better, faster, and is available now. You can expect to have a session scheduled within 2 weeks, rather than sitting on a waiting list. Part of our service includes handling billing and working with your insurance. We know therapy is hard, and we're here to help do the hard work. Learn more about SonderMind here

Therapy

How do I find a SonderMind therapist?

After answering a few questions, online or over the phone, we use proven insights to find the best clinical match for your needs. We'll also take into account any preferences or criteria you request, like gender or cultural similarities. We do the work of finding the ideal provider for you. Click here to get started.

What should I expect at my first therapy appointment?

The first therapy appointment is typically longer than follow-up appointments so your therapist can get to know more about you. You’ll cover things like your background and reasons for coming in, as well as what to expect and how your therapist will conduct sessions. We've put together a handy Q&A for your reference when preparing for your first therapy session.

What insurance networks are accepted for therapy?

Our therapists are currently in-network with nearly 90% of the major insurance carriers in each area we service. They are also in-network with various EAPs, Medicare FFS and Medicare Advantage plans. See all of our insurance partners by location.

How much will an appointment cost for talk therapy?

Your out-of-pocket costs for care can vary greatly depending on your individual insurance plan, applicable copays, and deductibles. We recommend calling your health plan directly to determine what your out-of-pocket costs will be for mental health care. If you aren't using insurance, learn more about self-pay rates here

How long does therapy take for depression?

Therapy isn’t a one-size-fits-all approach, so your time in care will vary. For some individuals, a few sessions may be enough to see a noticeable improvement with their depression. Others may benefit from ongoing therapy for a longer period. Your length of care is generally determined by the goals you set and the treatment plan written by your therapist. The treatment plan is just that, a plan. It helps guide the course of your treatment, but it may need to be adjusted. Different types of therapeutic approaches have different durations as well. Your progress in therapy and the time it takes to achieve your goals will also be determined by the consistency and frequency of sessions. A 2019 BMC Psychiatry study finds that going to therapy more often at the start of treatment leads to improved outcomes, and similar studies find that weekly sessions are linked to a higher likelihood of achieving therapy goals. SonderMind offers a convenient way to track your progress with Clinical Questionnaires (CQs), a data-driven tool designed to determine if the current approach is working for you.

What do therapists do for depression?

A licensed therapist can help you identify and change emotions, thoughts, and behaviors that may be contributing to depression. Talk therapy can help you cope with and ease depression symptoms. There are many different types of talk therapy that may benefit someone experiencing depression, such as Cognitive Behavioral Therapy (CBT), Dialectical Behavior Therapy (DBT), Exposure Therapy, or Interpersonal Therapy (IPT). The talk therapy that’s right for you will depend on your unique needs. 

When you first begin talk therapy, you’ll work one-on-one with your therapist to explore your symptoms and concerns, as well as the goals you want to achieve. These initial conversations will help your therapist determine your unique needs. Then, they’ll work with you to develop a treatment plan for depression based on your specific goals. 

How long does therapy take for anxiety?

Therapy isn’t a one-size-fits-all approach, so your time in care will vary. For some individuals, a few sessions may be enough to manage their anxiety effectively. Others may benefit from ongoing therapy for a longer period. Your length of care is generally determined by the goals you set and the treatment plan written by your therapist. The treatment plan is just that, a plan. It helps guide the course of your treatment, but it may need to be adjusted. Different types of therapeutic approaches have different durations as well. Your progress in therapy and the time it takes to achieve your goals will also be determined by the consistency and frequency of sessions. A 2019 BMC Psychiatry study finds that going to therapy more often at the start of treatment leads to improved outcomes, and similar studies find that weekly sessions are linked to a higher likelihood of achieving therapy goals. SonderMind offers a convenient way to track your progress with Clinical Questionnaires (CQs), a data-driven tool designed to determine if the current approach is working for you. 

What do therapists do for anxiety?

Therapists typically use behavioral therapy, a type of psychotherapy, to help patients manage and treat anxiety. That’s just a fancy way of saying their goal is ultimately to help you change your behaviors and treat anxiety at the source. Different therapists will have different therapeutic approaches for anxiety, but some common ones are Cognitive Behavioral Therapy (CBT), Acceptance and Commitment Therapy (ACT), Mindfulness-Based Cognitive Therapy (MBCT), Dialectical Behavioral Therapy (DBT), exposure therapy, or Applied Behavioral Analysis (ABA). A behavioral therapist will also help you develop strategies and skills that you can apply throughout your day-to-day life. They will also be there to provide ongoing support when questions or issues arise.

What do I do if my therapist has not joined a scheduled session?

If your therapist has not joined a scheduled session we recommend contacting them directly using the messaging application in your account or the contact information listed in their profile. If you are unable to connect with them after 15 minutes please contact us for further assistance.

Psychiatry

How do I know if psychiatry is right for me?

Everyone is different. That’s why we don’t approach your care as a one-size-fits-all solution. If you're uncertain about what type of care is right for you, your doctor or general practitioner can help you decide if working with a psychiatric provider or therapist is the best solution for your mental health needs.

Psychiatry 

  • Initial evaluation, with shorter follow-ups as needed.
  • Psychiatric providers can prescribe medication and other medical treatments. Therapists cannot.
  •  Conducted by a board-certified psychiatrist or psychiatric nurse practitioner (MD, DO, or PMHNP degrees) .

Therapy 

  • Routine and recurring sessions.
  • Many modalities and coping techniques exist for a variety of specialized needs (ex. CBT, DBT, EMDR).
  • Conducted by a state-licensed mental health therapist (Masters-degree or higher).

What insurance networks are accepted for psychiatry?

Our psychiatry providers are currently in-network with nearly 90% of the major insurance carriers in each area we service. They are also in-network with various Medicare FFS and Medicare Advantage plans. See all of our insurance partners by location.

How do I find a SonderMind psychiatrist?

After answering a few questions, online or over the phone, we use proven insights to find the best clinical match for your needs. We'll also take into account any preferences or criteria you request, like gender or cultural similarities. We do the work of finding the ideal provider for you. Click here to get started.

How much will an appointment cost for psychiatry?

This can vary greatly depending on your individual insurance plan, copays, and deductibles. We recommend calling your health plan directly to determine what your out-of-pocket costs will be for psychiatric care. If you aren't using insurance, learn more about self-pay rates here. 

What should I expect at my first psychiatry appointment?

The first appointment is typically longer than follow-up appointments so your psychiatrist or nurse practitioner can get to know more about you. You’ll cover things like your background and reasons for coming in, as well as what to expect from psychiatric care.

Insurance & Payments

Can I use my insurance to pay for care?

Yes. SonderMind providers are in-network with most major insurance plans – including HSA, FSA, EAP, Medicare and Medicare Advantage plans. We also offer affordable self-pay rates if you aren't using insurance. Call 844 - THERAPY for more information. Regrettably, SonderMind providers are not currently in-network with Medicaid or Tricare. For the most up-to-date information, visit sondermind.com/insurance.

If I’m using my insurance, why do you need my credit card information?

Sometimes insurance benefits don’t cover the full cost of a session. Every insurance plan varies, and depending on your plan, you could be responsible for certain fees like copays, coinsurance, and deductibles. It’s important to check with your insurance company directly to understand your plan and coverages. The best way to avoid any surprises is to call the number on your insurance card before your first appointment, or if you are changing health plans. Be sure to ask about mental & behavioral health benefits, as those can differ from other medical benefits. ‍ We also need your credit card information in case you miss an appointment. If your appointment is not cancelled or rescheduled at least 24 hours prior to the original appointment date and time, you may be charged a no-show fee. These fees can be up to the full appointment cost. To avoid no-show fees, be sure to cancel or reschedule your appointments at least 24 hours in advance. You can cancel or reschedule appointments directly with your provider.

Will you let me know what I owe before my credit card is charged?

Always. If you're responsible for any payment, we'll let you know by email three calendar days before any charges. We keep your credit card information securely on file just in case you are responsible for any copays, coinsurance, deductibles, or no-show fees. And, if you choose to pay for sessions without using insurance.

How do I use my Employee Assistance Program (EAP) benefits?

SonderMind accepts Cigna and Optum (United Healthcare) EAPs. You will need three things to get started with your EAP: authorization number, number of sessions, and eligibility dates. Any sessions beyond what is covered by the EAP will be submitted to your insurance, or as self-pay. EAP information can be added within the Account section of your SonderMind account. 

What is a copay?

A copay is a fixed out-of-pocket fee, set by your insurance plan, and applies to certain medical treatments or medications. The copay for therapy sessions typically ranges from $20-$45, but this varies depending on your plan. It’s important to check with your insurance provider directly to understand your plan and coverages. The best way to avoid any surprises is to call the number on your insurance card before your therapy session. Be sure to ask about mental & behavioral health benefits, as those can differ from other medical benefits.

What is a deductible?

A deductible is the fixed amount of money, set by your insurance plan, that you pay for covered health care services before your insurance begins to pay. For example, you could have a $1,000 deductible annually, in which case each year your insurance provider will not start to pay for covered services until you meet the $1,000 out-of-pocket deductible. If you have not met your deductible yet for the year or policy term, you would be responsible for the entire therapy session fee until the deductible is met.

What is coinsurance?

Coinsurance is the amount your insurance plan requires you to pay for covered health care services once your deductible is met. It’s typically expressed as a fixed percentage. For example, you could have a 20% coinsurance, meaning if your session is $100 and you’ve met your policy deductible, you would pay $20 and your insurance would cover the remaining 80%.

How does SonderMind determine what my session costs?

When using insurance with SonderMind, each claim will be submitted to the insurance listed on your account. SonderMind invoices are based on the responsibility determined by your individual insurance plan. If you have questions about your financial responsibility, we recommend reaching out to your insurance directly as they will have the most accurate information associated with your plan.

What if I don’t have insurance or don’t want to use my insurance?

SonderMind offers self pay rates for individuals who do not have insurance, or prefer not to use their insurance benefits. Due to regulations, we cannot offer self pay rates to clients who have Medicaid as their primary insurance. The exact cost of your care depends on several factors, including the length of the session you agree on with your provider and the type of care.

I need to cancel an appointment, what is your cancellation policy?

If you need to reschedule or cancel an appointment, please contact your provider directly at least 24 hours before the scheduled appointment time. Otherwise, you may be subject to a cancellation or no-show fee, which can be up to the full session cost.

I am covered under multiple insurances. How do I use more than one insurance policy to pay for care?

SonderMind can bill multiple insurance plans for your care costs. To add insurance policies to your account within the online portal, follow the instructions below. If we need more information, we’ll contact you to make sure we get it right. ‍ 

New to SonderMind? 

  • When filling out the online questionnaire to get started, you can indicate that you will pay with multiple insurances. You can also give us a call. If the insurance plans you'll be using are accepted by SonderMind, we’ll ensure that you’re matched with a provider who takes all of your insurance plans. To learn more about insurance plans we work with, visit sondermind.com/insurance.
  • When initially making your SonderMind account, you’ll be able to enter each of your insurance plans, one at a time. 
  • Once you’ve completed your account, you can always add other insurance plan(s) by navigating to your portal, clicking on the Account page, and selecting the Insurance tab. 

Already seeing a SonderMind provider? 

  • Navigate to your portal and click on the Account page. 
  • On the Account page, select the Insurance tab. 
  • Click “Add New Insurance” and input your information. 
  • We’ll ask you if you want to bill all of your insurances — select “Yes.” 

We may ask you a few follow-up questions to better understand the order in which to bill your insurances. For example, which coverage is your primary insurance versus your secondary.

What is the billing process if I am using multiple insurances?

When using multiple insurances, you will only be charged if there is a remaining balance after we have heard back from all insurances on file. Due to the individual nature of insurance plans, it is the client's responsibility to establish a coordination of benefits with their insurance companies. This usually takes 30-60 days but can depend on your coordination of benefits or processing delays. After your claim has been reviewed and processed, we will bill you for any remaining balance from your session. You will receive an invoice 3 days before the scheduled charge.

How do I know the order in which my insurances will be billed?

We’ll bill your primary insurance first. Once your primary insurance has processed your claim and responded to us, we’ll then bill your secondary insurance. Any other insurances you have on file will be billed after your secondary insurance’s response.

How long does it take for me to see an invoice after a session?

Processing timelines vary by insurance company. Typical processing timelines are 30 to 90 days. If this time has elapsed and you have not received an invoice, we recommend reviewing or requesting an Explanation of Benefits from your insurance carrier.

Why did I receive two charges for the same date of service?

Two charges can be applied for the same date of service. The first charge is a copay or coinsurance estimate based on your mental health benefits. The second charge is generated when your insurance indicates an additional amount is needed to meet your deductible.

Why is a missed appointment charge different from what I usually see?

SonderMind is unable to submit missed appointments to insurance, as insurance companies will not cover a session that did not occur. As a result, all missed appointment claims will be processed at our self-pay rate.

What if my insurance has changed since I started my sessions?

If there are changes to your insurance, you can upload your new information into your client portal. Go to Accounts > Insurance > Add Insurance. If the new insurance policy is not one we are currently in network with or your therapist is not working with that insurance company, you may still choose to see your therapist at our competitive self-pay rate. If you are utilizing Employee Assistance Program (EAP) benefits please be mindful of the number of sessions you have utilized and the dates the EAP is valid. Any charges outside the allocated number of sessions and/or timeframe will be your responsibility.

What insurance does SonderMind accept?

SonderMind partners with nearly 90% of the major, commercial insurance carriers in each area we offer care. Our clinicians are also in-network with various EAPs, Medicare FFS, and Medicare Advantage plans. Plus, we have self-pay rates for those without insurance. See all of our insurance partners by location.

How do I add or update a method of payment?

Your method of payment can be updated within the Account section of your SonderMind account. When a new method of payment is added, it will become your default. You may update the default method of payment at any time. If you are replacing the method of payment on file, a new card must be added before the existing card can be deleted. For billing purposes, we cannot remove credit card information on active client accounts.

How do I add or update my insurance information?

Your insurance can be updated within the Account section of your SonderMind portal. When adding insurance, always select the state where you will be located during your appointments.  We submit all claims based on your location, your local insurance office will transfer the claim as needed to ensure it is processed correctly. Before saving your information, double-check that it is correct, as inaccurate information can lead to delays or issues with the billing process.

Is SonderMind in network with Medicaid?

SonderMind providers are not currently in-network with Medicaid. Federal regulations currently prevent mental health care providers from accepting self-pay for Medicaid beneficiaries, and therefore, we cannot offer self-pay rates to clients who have Medicaid as their primary insurance. 

Why am I being billed several months after an appointment?

SonderMind is beholden to the processing timeline of each insurance company. Charges will be applied once insurance has processed a claim and identified a remaining balance owed. In some cases, your card will be charged before processing if benefits verifications read a copay or coinsurance. Typical processing timelines are 30 to 90 days but can be delayed for several reasons. If you receive an invoice for an appointment that happened several months ago, we recommend reviewing or requesting an Explanation of Benefits from your insurance carrier. Additionally, you can fill out our Contact Us form to speak with our team.

Can I set up a payment plan for any past due balances?

Payment plans may be available for your past due balances for more information on payment plan options please contact us. 

Can SonderMind bill my out-of-network benefits?

SonderMind is unable to bill out-of-network insurance benefits. If your insurance is not in-network, we have self pay rates available. We are happy to provide receipts for your charges but cannot guarantee out-of-network reimbursements through any insurance plan.

What if I think I have been charged incorrectly?

SonderMind invoices are based on the responsibility determined by your individual insurance plan. Your insurance carrier will provide you with an Explanation of Benefits for each claim containing details about the payments they have made as well as your responsibility. If for any reason these amounts do not match, contact us. 

How much will my appointment cost with SonderMind?

Your out-of-pocket costs for care can vary greatly depending on your individual insurance plan, applicable copays, and deductibles.

We recommend calling your insurance company directly to determine what your out-of-pocket costs will be, specifically for mental health care.

If you are not using insurance, see our self-pay rate tables for therapy and psychiatry.

How can we help?

Use this form to contact our customer service team directly. You can expect a reply and resolution typically within 48 hours. Or, access this form anytime within your SonderMind account.