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Claims help · sources checked 2026-09-09
Find the next step for an insurance claim
Choose what happened and who handles billing. Get one action and the relevant official guide.
No patient details are needed. Keep records and claim identifiers in your practice’s secure system.
Use the product, state and deadline on the actual notice. A dispute, correction, records response and repayment request can follow different procedures. These guides explain published processes; they cannot decide an individual claim.
Browse all steps
Open an issue, then your payer or platform. Every route below also works without JavaScript.
A claim or payment is missing
You cannot find a submitted claim or an expected payout.
Have ready in your own system:
- Submission acknowledgement or session status
- Date of service and the expected payment cycle
- Any message about enrollment or payment eligibility
I bill the payer directly
Aetna
Check the submission acknowledgement and payer status to establish whether the claim was received before sending another copy.
Aetna provider resources distinguish commercial, Medicare and Medicaid routes and state exceptions. Use the exact plan and notice; this is not a single rule for every Aetna product.
Aetna: claims, payment and reimbursement checked 2026-09-09
Cigna
Check the submission acknowledgement and payer status to establish whether the claim was received before sending another copy.
Cigna provider resources. Confirm the behavioral-health administrator, product and state; separate Evernorth or delegated arrangements may use different instructions.
Cigna: Submit claims checked 2026-09-09
Optum / UHC behavioral health
Check the submission acknowledgement and payer status to establish whether the claim was received before sending another copy.
Optum behavioral-health network manual and state addenda. This is not a substitute for UnitedHealthcare medical, dental or pharmacy procedures; verify your network and product.
Optum: Network manual index checked 2026-09-09
Original Medicare (Part A / B)
Check the submission acknowledgement and payer status to establish whether the claim was received before sending another copy.
Original Medicare fee-for-service. Use your Medicare Administrative Contractor and the actual notice. Medicare Advantage and Medicaid require their own plan or state route.
CMS: Health care payment and remittance advice checked 2026-09-09
BCBS, Medicaid or another payer
Check the submission acknowledgement and payer status to establish whether the claim was received before sending another copy.
Identify the actual insurer, state program or claims administrator on the remittance or notice. CMS explains remittance fields here; it does not provide your plan’s procedure or deadline.
CMS: Health care payment and remittance advice checked 2026-09-09
A platform handles billing
Headway
Check the session confirmation and payout status, then ask the platform which step is holding payment.
Headway’s published workflow. Your account, payer product, state and agreement determine the applicable conditions. Use Headway support for a claim it submitted.
Headway: Getting paid checked 2026-09-09
Alma
Check the session confirmation and payout status, then ask the platform which step is holding payment.
Alma’s insurance billing workflow. Confirm your account terms and exact request. Separate deduction-coverage exceptions were not publicly verified in this review.
Alma: Insurance program checked 2026-09-09
Grow Therapy
Check the session confirmation and payout status, then ask the platform which step is holding payment.
Grow’s provider payout workflow. Insurance-session guarantees and collected cash fees differ; your agreement and account requirements still apply.
Grow: Payout and earnings FAQ checked 2026-09-09
Rula
Check the session confirmation and payout status, then ask the platform which step is holding payment.
Rula’s provider workflow. Confirm your agreement and account notice; full dispute and recoupment exclusions were not verified here. Portal coding instructions should not be copied to unrelated payer claims.
Rula: Therapist payments guide checked 2026-09-09
Another platform
Check the session confirmation and payout status, then ask the platform which step is holding payment.
Current terms for this platform have not been verified here. Ask its support team using the contact in your account. CMS explains payment fields only; it does not establish a platform guarantee.
CMS: Health care payment and remittance advice checked 2026-09-09
A claim was returned with an error
The submission was returned for a correction.
Have ready in your own system:
- The exact rejection message or code
- The submitted claim and acknowledgement
- The platform or payer instructions for a correction
I bill the payer directly
Aetna
Read the returned error and use the payer or clearinghouse instructions to confirm how to correct that submission.
Aetna provider resources distinguish commercial, Medicare and Medicaid routes and state exceptions. Use the exact plan and notice; this is not a single rule for every Aetna product.
Aetna: claims, payment and reimbursement checked 2026-09-09
Cigna
Read the returned error and use the payer or clearinghouse instructions to confirm how to correct that submission.
Cigna provider resources. Confirm the behavioral-health administrator, product and state; separate Evernorth or delegated arrangements may use different instructions.
Cigna: Submit claims checked 2026-09-09
Optum / UHC behavioral health
Read the returned error and use the payer or clearinghouse instructions to confirm how to correct that submission.
Optum behavioral-health network manual and state addenda. This is not a substitute for UnitedHealthcare medical, dental or pharmacy procedures; verify your network and product.
Optum: Network manual index checked 2026-09-09
Original Medicare (Part A / B)
Read the returned error and use the payer or clearinghouse instructions to confirm how to correct that submission.
Original Medicare fee-for-service. Use your Medicare Administrative Contractor and the actual notice. Medicare Advantage and Medicaid require their own plan or state route.
CMS: Health care payment and remittance advice checked 2026-09-09
BCBS, Medicaid or another payer
Read the returned error and use the payer or clearinghouse instructions to confirm how to correct that submission.
Identify the actual insurer, state program or claims administrator on the remittance or notice. CMS explains remittance fields here; it does not provide your plan’s procedure or deadline.
CMS: Health care payment and remittance advice checked 2026-09-09
A platform handles billing
Headway
Ask the platform to identify the returned error and the correction needed in its own workflow.
Headway’s published workflow. Your account, payer product, state and agreement determine the applicable conditions. Use Headway support for a claim it submitted.
Headway: Confirming sessions checked 2026-09-09
Alma
Ask the platform to identify the returned error and the correction needed in its own workflow.
Alma’s insurance billing workflow. Confirm your account terms and exact request. Separate deduction-coverage exceptions were not publicly verified in this review.
Alma: Billing Practices Overview checked 2026-09-09
Grow Therapy
Ask the platform to identify the returned error and the correction needed in its own workflow.
Grow’s provider payout workflow. Insurance-session guarantees and collected cash fees differ; your agreement and account requirements still apply.
Grow: Payout and earnings FAQ checked 2026-09-09
Rula
Ask the platform to identify the returned error and the correction needed in its own workflow.
Rula’s provider workflow. Confirm your agreement and account notice; full dispute and recoupment exclusions were not verified here. Portal coding instructions should not be copied to unrelated payer claims.
Rula: Therapist payments guide checked 2026-09-09
Another platform
Ask the platform to identify the returned error and the correction needed in its own workflow.
Current terms for this platform have not been verified here. Ask its support team using the contact in your account. CMS explains payment fields only; it does not establish a platform guarantee.
CMS: Health care payment and remittance advice checked 2026-09-09
A claim was denied
The payer processed the claim and declined some or all payment.
Have ready in your own system:
- The denial letter or remittance explanation
- The exact plan and date of the decision
- The response route and deadline stated in the notice
I bill the payer directly
Aetna
Read the reason on the decision and identify the correct reconsideration or appeal route for that plan.
Aetna provider resources distinguish commercial, Medicare and Medicaid routes and state exceptions. Use the exact plan and notice; this is not a single rule for every Aetna product.
Aetna: Disputes and appeals overview checked 2026-09-09
Cigna
Read the reason on the decision and identify the correct reconsideration or appeal route for that plan.
Cigna provider resources. Confirm the behavioral-health administrator, product and state; separate Evernorth or delegated arrangements may use different instructions.
Cigna: Appeals and disputes checked 2026-09-09
Optum / UHC behavioral health
Read the reason on the decision and identify the correct reconsideration or appeal route for that plan.
Optum behavioral-health network manual and state addenda. This is not a substitute for UnitedHealthcare medical, dental or pharmacy procedures; verify your network and product.
Optum: Network manual index checked 2026-09-09
Original Medicare (Part A / B)
Read the reason on the decision and identify the correct reconsideration or appeal route for that plan.
Original Medicare fee-for-service. Use your Medicare Administrative Contractor and the actual notice. Medicare Advantage and Medicaid require their own plan or state route.
CMS: First level Medicare redetermination checked 2026-09-09
BCBS, Medicaid or another payer
Read the reason on the decision and identify the correct reconsideration or appeal route for that plan.
Identify the actual insurer, state program or claims administrator on the remittance or notice. CMS explains remittance fields here; it does not provide your plan’s procedure or deadline.
CMS: Health care payment and remittance advice checked 2026-09-09
A platform handles billing
Headway
Ask the platform to explain the denial, who will dispute it, and whether your payout is affected.
Headway’s published workflow. Your account, payer product, state and agreement determine the applicable conditions. Use Headway support for a claim it submitted.
Headway: Chart reviews and audits checked 2026-09-09
Alma
Ask the platform to explain the denial, who will dispute it, and whether your payout is affected.
Alma’s insurance billing workflow. Confirm your account terms and exact request. Separate deduction-coverage exceptions were not publicly verified in this review.
Alma: Billing Practices Overview checked 2026-09-09
Grow Therapy
Ask the platform to explain the denial, who will dispute it, and whether your payout is affected.
Grow’s provider payout workflow. Insurance-session guarantees and collected cash fees differ; your agreement and account requirements still apply.
Grow: Payout and earnings FAQ checked 2026-09-09
Rula
Open Rula’s Help Center search bar and request the Service Team. Ask who is handling the denial and whether your payout is affected.
Rula’s provider workflow. Confirm your agreement and account notice; full dispute and recoupment exclusions were not verified here. Portal coding instructions should not be copied to unrelated payer claims.
Rula: Contact Provider Support checked 2026-09-09
Another platform
Ask the platform to explain the denial, who will dispute it, and whether your payout is affected.
Current terms for this platform have not been verified here. Ask its support team using the contact in your account. CMS explains payment fields only; it does not establish a platform guarantee.
CMS: Health care payment and remittance advice checked 2026-09-09
A payment is lower than expected
A payment arrived, but its amount does not match your expectation.
Have ready in your own system:
- The payment or remittance breakdown
- The rate sheet and its effective date
- The code, service date and any adjustment explanation
I bill the payer directly
Aetna
Compare the remittance with your applicable contract and separate allowed amount, insurer payment and patient responsibility before disputing the difference.
Aetna provider resources distinguish commercial, Medicare and Medicaid routes and state exceptions. Use the exact plan and notice; this is not a single rule for every Aetna product.
Aetna: Disputes and appeals overview checked 2026-09-09
Cigna
Compare the remittance with your applicable contract and separate allowed amount, insurer payment and patient responsibility before disputing the difference.
Cigna provider resources. Confirm the behavioral-health administrator, product and state; separate Evernorth or delegated arrangements may use different instructions.
Cigna: Appeals and disputes checked 2026-09-09
Optum / UHC behavioral health
Compare the remittance with your applicable contract and separate allowed amount, insurer payment and patient responsibility before disputing the difference.
Optum behavioral-health network manual and state addenda. This is not a substitute for UnitedHealthcare medical, dental or pharmacy procedures; verify your network and product.
Optum: Network manual index checked 2026-09-09
Original Medicare (Part A / B)
Compare the remittance with your applicable contract and separate allowed amount, insurer payment and patient responsibility before disputing the difference.
Original Medicare fee-for-service. Use your Medicare Administrative Contractor and the actual notice. Medicare Advantage and Medicaid require their own plan or state route.
CMS: Health care payment and remittance advice checked 2026-09-09
BCBS, Medicaid or another payer
Compare the remittance with your applicable contract and separate allowed amount, insurer payment and patient responsibility before disputing the difference.
Identify the actual insurer, state program or claims administrator on the remittance or notice. CMS explains remittance fields here; it does not provide your plan’s procedure or deadline.
CMS: Health care payment and remittance advice checked 2026-09-09
A platform handles billing
Headway
Compare the payout with the rate sheet effective on the service date, then ask the platform to explain any deduction.
Headway’s published workflow. Your account, payer product, state and agreement determine the applicable conditions. Use Headway support for a claim it submitted.
Headway: Getting paid checked 2026-09-09
Alma
Compare the payout with the rate sheet effective on the service date, then ask the platform to explain any deduction.
Alma’s insurance billing workflow. Confirm your account terms and exact request. Separate deduction-coverage exceptions were not publicly verified in this review.
Alma: Billing Practices Overview checked 2026-09-09
Grow Therapy
Compare the payout with the rate sheet effective on the service date, then ask the platform to explain any deduction.
Grow’s provider payout workflow. Insurance-session guarantees and collected cash fees differ; your agreement and account requirements still apply.
Grow: Payout and earnings FAQ checked 2026-09-09
Rula
Compare the payout with the rate sheet effective on the service date, then ask the platform to explain any deduction.
Rula’s provider workflow. Confirm your agreement and account notice; full dispute and recoupment exclusions were not verified here. Portal coding instructions should not be copied to unrelated payer claims.
Rula: Therapist payments guide checked 2026-09-09
Another platform
Compare the payout with the rate sheet effective on the service date, then ask the platform to explain any deduction.
Current terms for this platform have not been verified here. Ask its support team using the contact in your account. CMS explains payment fields only; it does not establish a platform guarantee.
CMS: Health care payment and remittance advice checked 2026-09-09
Previously paid money was taken back
A notice requests repayment or a later payout contains an offset.
Have ready in your own system:
- The demand notice or payout adjustment
- The original payment and affected service dates
- Any protection policy or contract term cited
I bill the payer directly
Aetna
Identify the claim and reason in the recovery notice, then confirm the response options and deadline for that exact payer and product.
Aetna provider resources distinguish commercial, Medicare and Medicaid routes and state exceptions. Use the exact plan and notice; this is not a single rule for every Aetna product.
Aetna: Disputes and appeals overview checked 2026-09-09
Cigna
Identify the claim and reason in the recovery notice, then confirm the response options and deadline for that exact payer and product.
Cigna provider resources. Confirm the behavioral-health administrator, product and state; separate Evernorth or delegated arrangements may use different instructions.
Cigna: Appeals and disputes checked 2026-09-09
Optum / UHC behavioral health
Identify the claim and reason in the recovery notice, then confirm the response options and deadline for that exact payer and product.
Optum behavioral-health network manual and state addenda. This is not a substitute for UnitedHealthcare medical, dental or pharmacy procedures; verify your network and product.
Optum: Network manual index checked 2026-09-09
Original Medicare (Part A / B)
Identify the claim and reason in the recovery notice, then confirm the response options and deadline for that exact payer and product.
Original Medicare fee-for-service. Use your Medicare Administrative Contractor and the actual notice. Medicare Advantage and Medicaid require their own plan or state route.
CMS: Medicare Overpayments fact sheet checked 2026-09-09
BCBS, Medicaid or another payer
Identify the claim and reason in the recovery notice, then confirm the response options and deadline for that exact payer and product.
Identify the actual insurer, state program or claims administrator on the remittance or notice. CMS explains remittance fields here; it does not provide your plan’s procedure or deadline.
CMS: Health care payment and remittance advice checked 2026-09-09
A platform handles billing
Headway
Ask the platform for the affected claim, the deduction reason, the governing term and the response deadline.
Headway’s published workflow. Your account, payer product, state and agreement determine the applicable conditions. Use Headway support for a claim it submitted.
Headway: Chart reviews and audits checked 2026-09-09
Alma
Ask the platform for the affected claim, the deduction reason, the governing term and the response deadline.
Alma’s insurance billing workflow. Confirm your account terms and exact request. Separate deduction-coverage exceptions were not publicly verified in this review.
Alma: Billing Practices Overview checked 2026-09-09
Grow Therapy
Ask the platform for the affected claim, the deduction reason, the governing term and the response deadline.
Grow’s provider payout workflow. Insurance-session guarantees and collected cash fees differ; your agreement and account requirements still apply.
Grow: contact provider support checked 2026-09-09
Rula
Open Rula’s Help Center search bar and request the Service Team. Ask for the basis of the adjustment and how to respond; preserve the deadline in your actual notice.
Rula’s provider workflow. Confirm your agreement and account notice; full dispute and recoupment exclusions were not verified here. Portal coding instructions should not be copied to unrelated payer claims.
Rula: Contact Provider Support checked 2026-09-09
Another platform
Ask the platform for the affected claim, the deduction reason, the governing term and the response deadline.
Current terms for this platform have not been verified here. Ask its support team using the contact in your account. CMS explains payment fields only; it does not establish a platform guarantee.
CMS: Health care payment and remittance advice checked 2026-09-09
I received a records request
A payer or platform asks for documentation connected with a claim or review.
Have ready in your own system:
- The original request and sender
- The requested services and document types
- The stated deadline and secure response instructions
I bill the payer directly
Aetna
Confirm the requester, records scope, deadline and secure submission route using the contact on the official request.
Aetna provider resources distinguish commercial, Medicare and Medicaid routes and state exceptions. Use the exact plan and notice; this is not a single rule for every Aetna product.
Aetna: claims, payment and reimbursement checked 2026-09-09
Cigna
Confirm the requester, records scope, deadline and secure submission route using the contact on the official request.
Cigna provider resources. Confirm the behavioral-health administrator, product and state; separate Evernorth or delegated arrangements may use different instructions.
Cigna: Submit claims checked 2026-09-09
Optum / UHC behavioral health
Confirm the requester, records scope, deadline and secure submission route using the contact on the official request.
Optum behavioral-health network manual and state addenda. This is not a substitute for UnitedHealthcare medical, dental or pharmacy procedures; verify your network and product.
Optum: Network manual index checked 2026-09-09
Original Medicare (Part A / B)
Confirm the requester, records scope, deadline and secure submission route using the contact on the official request.
Original Medicare fee-for-service. Use your Medicare Administrative Contractor and the actual notice. Medicare Advantage and Medicaid require their own plan or state route.
CMS: additional documentation requests checked 2026-09-09
BCBS, Medicaid or another payer
Confirm the requester, records scope, deadline and secure submission route using the contact on the official request.
Identify the actual insurer, state program or claims administrator on the remittance or notice. CMS explains remittance fields here; it does not provide your plan’s procedure or deadline.
CMS: Health care payment and remittance advice checked 2026-09-09
A platform handles billing
Headway
Confirm which records the platform needs, the deadline on that request and its secure submission route.
Headway’s published workflow. Your account, payer product, state and agreement determine the applicable conditions. Use Headway support for a claim it submitted.
Headway: Chart reviews and audits checked 2026-09-09
Alma
Confirm which records the platform needs, the deadline on that request and its secure submission route.
Alma’s insurance billing workflow. Confirm your account terms and exact request. Separate deduction-coverage exceptions were not publicly verified in this review.
Alma: Billing Practices Overview checked 2026-09-09
Grow Therapy
Confirm which records the platform needs, the deadline on that request and its secure submission route.
Grow’s provider payout workflow. Insurance-session guarantees and collected cash fees differ; your agreement and account requirements still apply.
Grow: contact provider support checked 2026-09-09
Rula
Use Rula’s records team to handle the request. Its policy directs therapists to forward records, audit and subpoena requests to that team rather than release records themselves.
Rula’s provider workflow. Confirm your agreement and account notice; full dispute and recoupment exclusions were not verified here. Portal coding instructions should not be copied to unrelated payer claims.
Rula: ethics and medical-record handling checked 2026-09-09
Another platform
Confirm which records the platform needs, the deadline on that request and its secure submission route.
Current terms for this platform have not been verified here. Ask its support team using the contact in your account. CMS explains payment fields only; it does not establish a platform guarantee.
CMS: Health care payment and remittance advice checked 2026-09-09
Check the amounts before comparing them
A billed charge, the allowed amount, the insurer payment and the clinician payout describe different parts of the transaction. Read the remittance or EOB before treating a difference as an underpayment. CMS: How to read an EOB checked 2026-09-09.
Compare platform payment and account terms · Plan a move to direct contracts