International Considerations: Billing and insurance processes may vary by location, country or region. For members located outside the U.S., please contact your Care Navigator for next steps.
If you expected your session to be fully covered but it wasn’t, here’s how to understand what happened and what to do next.
Why This Happens
A few common reasons your session may not have been covered the way you expected:
- Sponsored sessions ran out. Many company-sponsored benefits cover a specific number of sessions per year. Once that number is used, remaining sessions are billed to insurance or self-pay, depending on your plan.
- Your plan’s coverage details differ from what you expected. Copays, deductibles, and coinsurance all affect your out-of-pocket cost even when a session is “covered” by your insurance.
- A claim hasn’t finished processing yet. Insurance claims can take 30 to 60 business days to process, and a charge may appear before your insurer’s portion is finalized.
- Your sponsoring organization’s missed appointment policy. Depending on how your organization has set up its benefits, a missed appointment fee may be charged instead of a sponsored session being deducted.
- Some visit types aren’t covered by your company benefit. Even with sponsored sessions available, certain visit types may not be included in your company's benefit and may be charged out of pocket.
How to Check Your Benefit and Charges
- Log into your Spring Health account.
- Go to your Billing tab and select the session in question.
- Review the breakdown. It shows what was billed to insurance, what your plan covered, and what portion, if any, is your responsibility.
- Check your remaining sponsored session balance under Billing & Payments → Sponsored sessions.
If You Still Believe the Charge Is Incorrect
If the breakdown doesn’t match what you expected, contact our Care Team with:
- The session date
- What you believe you should have been charged and why (for example, “I believe I had sponsored sessions remaining”)
Our team can review your specific benefit design and claim status. If the discrepancy is due to a sponsored-session miscount or a processing error, it can be corrected. If it reflects your plan’s actual coverage terms, we can help clarify why, but we can’t override your insurance plan’s coverage rules.
For a General Coverage Estimate Going Forward
See Understanding Your Session Costs and Coverage to check estimated costs before booking future sessions.