Adding your insurance to your Tava account is the first step to using your benefits for therapy sessions. This article walks you through how to enter your details, what verification involves, and what to do if your insurance can't be verified.

How to add or update your insurance information

1. Go to your Tava account and click your profile image.
2. Navigate to Billing Info.
3. Select your coverage type and enter your insurance details, including your member ID and group number.
4. Save your information.

We recommend completing this step during onboarding so your insurance is verified before your first session.

What happens during verification

Once you've entered your insurance details, Tava will verify your coverage. When verification is complete:

• Your coverage status will show as verified on your profile.
• Your provider will be displayed as in-network or out of network.
• You'll be eligible to use your insurance for scheduled sessions.

What Tava needs to verify your insurance

To verify your coverage, Tava may require:

• A photo of the front and back of your insurance card
• The member's first and last name and date of birth

If you are not the primary subscriber on the plan, Tava may also need:

• The primary subscriber's first and last name and date of birth
• Your relationship to the primary subscriber

Understanding verification statuses

Pending: Some verifications take up to 48 hours to complete, particularly at the beginning of the month during re-checks. During this time your insurance may appear inactive. If your status is still pending after 48 hours, confirm your insurance details are correct and contact support.

Insurance invalid: This message can appear temporarily during re-verification while the system confirms your provider and location are in-network for your current plan. It usually clears on its own within 48 hours. If it doesn't, verify your information in your profile and contact support.

Fallback to cash pay: While your insurance is being verified, the system may display cash payment as your default method as a precaution. If you're charged at the cash-pay rate during a verification period, this will be resolved retroactively — see Unexpected Charges or Billing Issues for details.

What to do if verification fails

If the system flags your insurance details as invalid, try the following:

1. Double-check that your member ID, group number, and plan name are entered correctly.
2. Confirm that your plan includes behavioral health or mental health coverage.
3. If the information looks correct but verification still fails, upload clear photos of the front and back of your insurance card. The Tava team will review it manually.

Note that carrier updates or policy changes can sometimes cause temporary delays — if your plan was recently renewed or changed, allow up to 48 hours before following up with support.

If your insurance isn't supported

Tava doesn't accept all insurance plans. If your plan can't be verified or isn't supported, you can still access therapy through:

• Self-pay: $125 per session (for Tava Referrals) or the provider's cash-pay rate, billed directly
• HSA or FSA: Health Savings Accounts and Flexible Spending Accounts are accepted

For a full list of accepted plans, see Insurance Accepted at Tava.

To understand how your insurance affects what you're charged per session, see How Insurance Billing Works at Tava. If you've already been charged and have questions, see Unexpected Charges or Billing Issues.