Understanding How The Mental Wellness Center Handles
Insurance
We know navigating insurance can be tricky and overwhelming. So we’ve put together a few resources to help make it less so. Below, you’ll find information on our in-network insurance companies, what to do if we are out-of-network so you can still work with us, and an explanation of Coordination of Benefits to make the whole process as easy as possible.
And if you have questions, simply click the button below to reach us and we’ll be happy to answer any questions you have.
The Mental Wellness Center, Inc has providers that are in network with the following insurance companies:
Aetna
Aetna Student (Including ISU Students)
Anthem Blue Cross Blue Shield PPO
Blue Cross Blue Shield PPO (Including State Farm employees)
Blue Shield California (Including Rivian employees)
Cigna
Health Alliance
Optum / United Healthcare / UMR*
Check your out-of-network benefits
with Mentaya
We've partnered with Mentaya, a service that streamlines getting reimbursed for your therapy sessions through out-of-network benefits.
Mentaya is perfect if you:
• Have out-of-network benefits
• Feel overwhelmed by superbills and insurance
• Have submitted superbills but failed to get any reimbursement
• Simply want to skip the hassle of paperwork!
When Mentaya May Not Be a Good Fit
While Mentaya can be a helpful tool for simplifying out-of-network reimbursement, it may not be the right option for everyone.
Mentaya is not a good fit if:
You have Medicaid, Medicare, or an HMO plan – These insurance types typically do not offer out-of-network benefits, so reimbursement through Mentaya would not be possible.
You prefer to handle reimbursement on your own – If you're comfortable submitting claims directly to your insurance provider and would rather avoid the additional fee for Mentaya’s services, you may choose to manage the process independently.
If you’re unsure whether Mentaya is the right choice for you, we recommend reaching out to Mentaya’s support team for guidance. You can learn more or get in touch with them via email at support@mentaya.com.
Here's how it works:
1. Use the below benefit checker OR use this link to sign up for Mentaya: https://mentaya.co/inviteclient/6FYcNOtIRE1rukGweMFE
2. Our practice will collect our usual fee at the time of service, and then enter your sessions into the platform.
3. Mentaya submits the claim and handles any insurance follow-up.
4. You get reimbursed by insurance!
Mentaya charges a 5% fee per claim, which includes handling any paperwork required,
dealing with denials, and calling insurance companies.
It's risk-free: They guarantee claims are successfully submitted, or a full refund of their fees.
Coordination of Benefits (COB):
What It Is & Why It Matters
Understanding COB
Coordination of Benefits (COB) is the process of determining which of your health insurance plans pays first and what costs your secondary insurance will cover. This ensures that claims are processed correctly and that your benefits are used efficiently.
If you have two health insurance plans—like one from a parent and another from Illinois State University (ISU)—your insurance providers require COB to make sure they’re not both paying for the same services.
Why COB Is Required
Insurance companies enforce COB to prevent duplicate payments and ensure that claims are covered correctly. Without it, your secondary insurance may not pay its portion, which could leave you responsible for unexpected costs.
COB is typically a quick process, but if it’s not completed, insurance providers may delay or deny claims. That’s why we ask our clients to complete COB before starting therapy—so you can focus on your well-being without worrying about insurance issues later.
Why We Ask for COB Before Your First Appointment
At The Mental Wellness Center, we want to make sure your therapy sessions are covered properly. Without a completed COB, your secondary insurance (like ISU’s plan) may not contribute to your therapy costs, which could lead to unnecessary stress.
We understand that reaching out to an insurance company—or even a parent who is the primary policyholder—can feel overwhelming. You’re not alone, and we’re here to support you through the process.
How to Complete COB (And Ease Your Worries)
Contact Your Primary Insurance Provider First – Call the customer service number on your insurance card and ask to complete a Coordination of Benefits form.
Provide Basic Information – They may ask for details about your secondary insurance (ISU).
Confirm Completion – Once processed, your primary insurance will update your status, and your claims will be handled correctly.
Repeat this process with your secondary insurance!
COB Call Script
📞 Calling Your Primary Insurance Provider
Step 1: Dial the customer service number on the back of your insurance card.
Step 2: When a representative answers, say:
"Hi, my name is [Your Name], and I need to update my Coordination of Benefits. I have two health insurance plans—one through [Primary Insurance Name] and a secondary plan through Illinois State University (ISU). I want to make sure my COB is up to date so my claims process correctly."
Step 3: Answer their questions, which may include:
✔️ Who is the primary policyholder? (This is usually a parent/spouse/partner if you’re covered under their plan.)
✔️ What is your secondary insurance information? (ISU Student Health Plan or other plan details.)
✔️ Do you have any other insurance policies? (If ISU is your only secondary plan, just confirm that.)
Step 4: Confirm that the COB update is completed. Ask:
"Can you confirm that my Coordination of Benefits has been updated? Will I receive any confirmation of this?"
Step 5: Thank them and let our office know!
"Thank you for your help. I’ll inform my provider so they can submit claims correctly."
If You’re Anxious About Calling…
We understand that this process can feel stressful, especially if you have concerns about contacting a parent who is the primary policyholder. If you need support:
✅ Let us know – We can help you understand what to expect before you call.
✅ Practice with us – We can go over the script together.
✅ Ask about alternative options – Sometimes, there are other ways to verify COB like online portals.
Your mental health is our priority, and we’re here to help make this process as smooth as possible. 💙
📞 Need guidance or have questions? Contact us at info@TheMentalWellnessCenter.com or (309) 807-5077.