Dear Aetna, Horizon, and BCBS Members:

Your normal copay or patient responsibility may be waived for telehealth counseling sessions scheduled during covid-19.  But your waiver might expire soon.  We want everyone to get the full benefits of potentially free therapy, but we hate surprising clients with bills a month or two later.  Read on.

Here's what you should do to find out if you fees are waived or if the waiver is being extended into 2021:

Call the member services number on the back of your card and say:  "I am currently receiving (or scheduling) tele-behavioral health services and I heard that some some fees are being waived/some waivers are being extended.  Are my costs currently waived?  If so, when does my waiver expire?"  (If they ask to confirm that your provider is in-network, check Melissa Schneider, LCSW, practice owner, or Resolution Counseling Center.)  

Expiration dates vary:  Aetna members have a current expiration date of 12.31.20 while Horizon has said waivers will continue until "90 days after the state of emergency is lifted." 

Not every member is waived:  Your plan administrator (e.g. employer) can opt out of the waiver or the waiver extension. 

Our new System is Smart:  As long as you have a card on file in our new system (e.g. the one we switched to on 9/1) then we will NOT resume collecting your copay just because your waiver status is uncertain.  We will submit claims to your insurance company and if they come back showing you owe your fees again, our system will create automatically create an invoice and collect your patient responsibility. 

Add a card:  please click here to access your portal and add one.  The Documents tab will pop up.  Click "Credit Card Information" to add.

Unexpected Charges and Balances:  Insurance carriers often process claims incorrectly.  If you see invoice errors, just email us at and ask us to investigate.  We can check that your claim was sent in properly and can guide you in calling your carrier to resolve processing errors.  If corrected claims come back, our system is smart enough to create a credit for you.  It will then use the credit in the future before collecting new fees from you.

Thank you for your patience as our office navigates this complicated insurance season!


Resolution Counseling Center

Call or Text Us: 201-632-5554

Office: 33 Wayne Street, Jersey City, NJ 07302

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