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FAQs - 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?

When using an EAP, you're typically credited a certain number of free sessions for a specified period of time. Any sessions beyond what is covered by the EAP can be covered either with your insurance (if in network) or self-pay. To add an EAP to your account, select Account > Insurance > Add EAP.

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?

We offer affordable rates for those who aren’t using insurance. You can expect to pay an average of $85 per hour to see one of our licensed therapists. The exact cost depends a 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 not be charged a copay immediately. We will only charge you if there is a remaining balance after we have heard back from all of your insurances. This usually takes between 30-60 days but could fall outside of that range, depending on coordination of benefits or processing delays. After all of your insurances have reviewed and processed the claim, we’ll bill you for any remaining balance from your session. Don’t worry, we’ll send you an email four days before we charge your card on file.

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.

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.
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