If you’re having trouble applying your health insurance to Talkspace, no worries—you’re in the right place!
Follow these steps:
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Double-check the insurance details you entered.
Often, a few simple tweaks are all it takes to verify insurance—sometimes, a small typo can lead to an incorrect result! Here’s a checklist to help with verification:
✔️ Select the correct insurance provider.
✔️ Enter all details in the correct fields.
✔️️ Enter insurance details exactly as shown on the insurance card, but ensure the patient's name and date of birth entered match the person receiving services, especially if a dependent, spouse, partner, or other covered family member shares the policyholder’s insurance card.
✔️ Include all parts of the insurance member ID, including prefixes, suffixes, letters, and numbers.
✔️️ Watch for typos and remove any extra spaces or characters.
✔️ Pay attention to similar characters. For example, typing "O" vs. "0" or "L" vs. "1."Example of Applying Aetna Medical Plans Coverage
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If your coverage doesn’t apply after double-checking your information, please follow the guidance below based on the result you receive.
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Out-of-pocket subscription pricing
Out-of-pocket pricing screen
If you’re shown Talkspace’s standard pricing, this could mean that Talkspace isn’t in-network with your insurance. We recommend reaching out to your insurance provider to confirm your coverage.
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"We couldn’t verify your coverage"
"We couldn’t verify your coverage" screen
If you’re shown the “We couldn’t verify your coverage” screen and are sure your plan covers Talkspace, select "I'm sure my plan covers Talkspace." You’ll be asked to upload a photo of your insurance card so we can manually check your eligibility.
We’ll review your coverage and inform you of next steps through email. To ensure you receive our messages, please make sure emails from Talkspace aren’t blocked. You can look up instructions online on how to unblock senders, or use these links for help with common email providers:
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“We’re having trouble finding your insurance”
“We’re having trouble finding your insurance” screen
Sometimes, our insurance verification platform experiences brief outages. If all the information (i.e., Name, Date of birth, Member/Subscriber ID) is entered correctly, please try again in 48 hours.
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If you’re not receiving the system messages above when attempting to apply your benefits, try these tips:
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Use an
incognito window, preferably in Google Chrome.
- If this works and you were previously using the Talkspace app, make sure it’s updated to the latest version. If you were on a web browser, consider clearing cache and cookies if you experience similar issues in the future.
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If you’re experiencing a lag, blank screens, or long load times,
try
switching to different networks.
- Different networks like work Wi-Fi, home Wi-Fi, personal hotspot, or LTE, could reveal a network with better connection.
If you continue to receive an error after following these tips, reach out to our Support team with:
- A brief description of the issue and the steps you’ve tried to resolve.
- A screenshot of any error messages (hide any sensitive details).
- Your device type (e.g., iPhone, Android, laptop).
- The coverage and/or service you want to add to the account.