SonderMind Client Hub Insurance & Payments FAQs

Can I use 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 Assitance 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 why 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.