Can you use insurance at Shifa? Here's what actually happens.
Cost is a real barrier to getting care, and we know it. Here's the clear answer on insurance — so you can decide what works for you.
The short version
- You pay Shifa directly at booking — we don't bill any insurer.
- After your session or package purchase , we email you a detailed paid receipt with everything insurers typically ask for.
- You submit the receipt to your insurer. They decide whether to reimburse you — that part is between you and them.
How this actually works
Three steps. No jargon. If anything is unclear, message us on WhatsApp before you book.
You pay us
You pay the full session fee through the platform at booking. Shifa Therapy is not contracted with any insurer anywhere in the world.
We issue your receipt
After your session or package purchase, you get an email with a detailed paid receipt. It includes your therapist, session date and duration, amount paid, and — where clinically appropriate — an ICD-10 code.
You submit to your insurer
You send that receipt to your insurer as an out-of-network or outpatient mental health claim. They review it against your plan rules and decide what to reimburse — or whether to reimburse at all.
What your receipt includes
Every receipt we issue contains the fields insurers most commonly ask for. If your insurer needs something else, let us know and we'll do what we reasonably can.
Included on every receipt
- Session date, time, and duration
- Place of service: online / telehealth
- Therapist full name and credential (e.g. MA, Licensed Counselor)
- Therapist license number (where issued by a regulator)
- Service description (e.g. "Individual online therapy session, 50 minutes")
- Amount paid, currency, and payment date
- Platform legal entity and business registration number
- ICD-10 code (if clinically appropriate) Optional
Shifa Therapy
Paid Service Receipt
Before you book: check 3 things
Five minutes with your insurer now saves weeks of back-and-forth after a denied claim. Whatever they tell you, write it down.
1. Does your plan cover out-of-network telehealth?
Many plans cover in-network only. Some cover out-of-network at a lower rate. Some don't cover mental health at all.
Ask your insurer: "Do I have out-of-network mental health benefits for telehealth, and what's the reimbursement rate?"2. Does your plan require a licensed-in-your-state therapist?
Most US and UK insurers only reimburse when the provider is licensed in your state or country. Some Shifa therapists are; many aren't.
Ask your insurer: "Does my plan require the provider to be licensed in my state or country? Will you accept an international therapist for out-of-network?"3. What does your insurer need on the receipt?
Some want ICD-10 codes. Some want a CPT code (US only — we cannot provide these). Some want the provider's NPI (US only — most of our therapists do not have one).
Ask your insurer: "What specific fields do you need on an out-of-network provider's receipt for me to submit a claim?"What to expect, by region
What we've seen across our client base. Your specific plan may differ — your insurer is the only source of truth for your situation.
United States
Out-of-network mental health reimbursement is possible with many PPO plans but depends heavily on your specific plan, deductible, and whether your therapist is licensed in your state. HMO plans rarely reimburse out-of-network.
United Kingdom
Most private health insurance plans (Bupa, Aviva, AXA, Vitality) cover outpatient mental health but require a GP referral and an in-network provider. Self-funded clients can claim against some private plans for partial reimbursement.
Canada
Provincial plans do not cover therapy with registered psychologists or counsellors outside the public system. Extended health benefits through your employer may reimburse a capped amount per year when the therapist holds a Canadian registration your plan recognises.
GCC & international
In most GCC and international markets, mental health is either excluded from standard insurance or requires pre-authorization and an in-network provider. A few premium expat plans reimburse out-of-network outpatient therapy.
Our policies
A few clear rules so there are no surprises later.
Refunds are independent of your insurer
If your insurer denies or partially pays your claim, that doesn't change what you paid for your session. We can't refund a session you attended based on a third-party decision.
Diagnostic codes are clinical, not optional on request
If you ask for an ICD-10 code, your therapist will add one based on their clinical assessment — not on what your plan happens to cover. This protects you and the therapist.
Receipts are dated to the actual session
We only issue receipts for sessions paid through the platform and date them to the session that actually happened. We can't backdate or batch-date receipts.
Lost your receipt? We'll resend
Email support@shifatherapy.com and we'll resend the original. We don't issue duplicates designed for resubmission to a second insurer.
Frequently asked questions
Everything you need to know about the product and billing.
Do you bill my insurance directly?
No. Shifa Therapy is a private-pay platform and is not contracted with any insurer anywhere. You pay directly, then submit your receipt to your insurer yourself. This is how most independent online therapy platforms operate.
Can I actually get reimbursed?
It depends entirely on your plan. Three factors determine this: whether your plan covers out-of-network mental health telehealth, whether it requires your therapist to be licensed in your state or country, and what fields it requires on the receipt. Shifa strongly recommends calling your insurer and asking these three questions before you book.
Do you include CPT codes, NPI numbers, or superbills?
CPT codes and NPI numbers are US-specific billing identifiers. Because Shifa Therapy is operated by a Singapore-registered entity, the standard receipt is a paid service receipt — not a US-format superbill — and CPT codes are not issued at the entity level. If an individual therapist holds their own US credentials, clients should ask the therapist directly before booking.
What if my insurer denies my claim?
Denied claims are common for out-of-network mental health, even with complete paperwork. If a claim is denied, clients can usually appeal through the insurer's formal appeals process. Shifa cannot reverse an insurer's decision or refund a session you attended based on a third-party denial. This is why checking with your insurer before booking, not after, is strongly recommended.
Is a diagnosis code required? Can I leave it off?
Yes, you can leave it off — it is optional. Many insurers require a code to reimburse; some clients prefer to keep a mental health diagnosis off paperwork linked to employer-provided insurance. The client chooses what to include. If a code is wanted, the therapist adds one based on their clinical assessment.
Does HSA or FSA cover Shifa?
Generally, licensed mental health services paid with HSA or FSA funds are treated as a qualifying medical expense by the IRS, but acceptance depends on the specific plan administrator and the therapist's credentials. The detailed Shifa receipt is usually sufficient documentation, but clients should always confirm with their plan administrator before submitting.
How long after a session will I get my receipt?
When you purchase a session or package, a confirmation email and message are sent immediately. That confirmation includes a link to download your invoice/receipt.
My insurer asks for a specific form. Can you fill it out?
Sometimes. Many insurers have their own out-of-network claim form that the patient fills in and attaches the provider's receipt to. If the form asks for provider-side fields only Shifa can supply (licence number, clinic signature, dates of service), you can message them on WhatsApp with the form and they will complete what they legitimately can. They will not sign anything that misrepresents the service.
If you're in crisis right now: Please reach out to your local emergency services or a crisis helpline — you deserve urgent support. Shifa Therapy doesn't offer emergency care, but we're here for you the moment you're ready to book.
Still not sure? Talk to us first.
Before you book, message us with your insurer's name and country. If we've seen that insurer before, we'll tell you honestly what's worked for clients in your situation — and what hasn't.
And if cost is a real barrier right now: our mosque and community partners can give you a code for your first session free. Ask us on WhatsApp.
Information on this page last reviewed 17 April 2026. Insurance market conditions change — verify specifics with your insurer before booking.