If you have more than one health insurance plan, Grow Therapy's Billing Team may reach out to confirm which plan should be billed first. Responding promptly helps ensure your claims are processed correctly and your sessions aren't disrupted.
🌟 Note: For a general overview of how coordination of benefits works, see Coordination of Benefits | FAQ.
Key Points
A COB issue is typically detected by Grow Therapy's billing team when a claim is denied because your insurer needs to confirm which of your plans is primary.
You'll receive an email from Grow Therapy at insurance@growtherapy.com with the subject "Coordination of Benefits Insurance Inquiry: Action Required."
Your main task is to reply to that email with your insurance details. You don't need to contact your insurance company directly.
If Grow Therapy doesn't hear from you within 10 business days, your account may be paused.
Once you provide the information, Grow Therapy's billing team updates your account and resubmits the affected claims on your behalf.
What triggers a COB issue
A COB issue is flagged when your insurance company denies a claim because they believe you may have an additional insurance plan and need to know which plan is primary (responsible for paying first) and which is secondary (responsible for paying second).
This can happen even if you've only ever provided one insurance plan to Grow Therapy. Common reasons include:
You have a second insurance plan (through a spouse, parent, or employer) that your primary insurer is aware of
The primary/secondary order of your plans needs to be updated
You recently gained or lost coverage under a second plan
What to expect from Grow Therapy's outreach
When a COB issue is detected, Grow Therapy's team will email you directly from insurance@growtherapy.com. The subject line will read: "Coordination of Benefits Insurance Inquiry: Action Required."
The email will explain which claims were affected and ask you to reply with your insurance information as soon as possible. If Grow Therapy doesn't receive a response within 10 business days, your account may be paused.
How to respond
1. Reply to the outreach email
Reply directly to the email from insurance@growtherapy.com. Do not start a new email thread — replying to the original message helps avoid delays.
In your reply, include:
The name of each insurance plan you have
Which plan is your primary insurance (the one that pays first)
Which plan is your secondary insurance (the one that covers remaining costs)
Your member ID for each plan
If you're unsure which plan is primary, it's most commonly your own employer's plan. If you're covered under a family member's plan in addition to your own, your own plan is typically primary.
2. Share photos of your insurance card(s)
You may be asked to share photos of both sides of your insurance card(s). If you have two plans, include cards for both. You can attach them directly to your email reply.
3. Respond to any follow-up requests promptly
The billing team may follow up with additional questions. Responding quickly helps ensure your claims are resubmitted without further delays.
What happens next
Once Grow Therapy's billing team has your insurance information, they'll update your account to reflect the correct primary and secondary coverage and resubmit the affected claims. You don't need to contact your insurance company directly.
If your account has been paused or appointments are locked
If your account has been paused or you're seeing locked appointments in your portal due to a COB issue, contact the PCO team as soon as possible. For more detail on what a paused account means and how to resolve it, see Resolve paused account status.
To reach the PCO team directly:
Open the Help widget at the bottom-right of your screen
Select Send us a message
Type "Unpause my account" and send — you'll receive instructions to connect with the PCO team from there
Have your insurance card(s) available when you reach out.
Frequently asked questions
I only have one insurance plan. Why did I receive this email? Your insurance company may have flagged that you have or previously had a second plan on file with them, even if you didn't add it to your Grow Therapy account. Reply to the email and let the billing team know you only have one active plan. They'll verify and update your account accordingly.
What if I don't know which of my plans is primary? Include the names and member IDs for both plans in your reply and let Grow Therapy's billing team determine the correct order. Common rules: your own employer's plan takes priority over a spouse's or parent's plan, and any commercial plan takes priority over Medicaid. See more common rules in Coordination of Benefits | FAQ.
Can I add my secondary insurance to my Grow Therapy account myself? No. While you can edit your primary insurance directly in your Grow Therapy portal, secondary insurance updates are handled by the support team. Reply to the outreach email from insurance@growtherapy.com with your plan details, or contact the billing team through the Help widget at the bottom-right of your screen.
What happens to my sessions while the COB issue is being resolved? In most cases, you can continue attending sessions while the PCO team works to resolve the issue. However, if your account has been paused due to an unresolved COB issue, see Resolve paused account status for steps to get your account reactivated.
I received this email, but I've already contacted support about it. Do I need to reply? If you've already spoken with the support team and provided your insurance information, you don't need to reply separately. If you're unsure whether your information was received, replying to the outreach email is the best way to confirm.