What is Frame?

Frame is a new mental wellness platform that makes therapy more approachable, accessible and customizable by connecting people with therapists on their own terms and timeline. On the platform, you can participate anonymously in our therapist-led digital workshops, or match one-on-one for video or in person sessions.

Does Frame offer in-person or telehealth (video) therapy?

We offer both! All therapists are provided with HIPAA compliant video tools that can offer telehealth therapy sessions upon request. Frame can also match you to therapists who are in your area so that you can meet in person, if you’d like.

How do I get started with a therapist?

Starting in May 2020, people living in California will be able to match with their own therapist. Create a free account, answer a few quick questions to give us an idea of what you’re looking for, and Frame will provide you with matches based on your needs and preferences. Request intro calls with any therapists who interest you and use the intro calls to determine whether you’d like to set up a session.

How do you match me with therapists?

When you create your free Frame account, you will be asked a handful of specific questions that provide Frame with the insight on what therapists might best meet your needs. Frame provides you with your top therapist matches for you to determine what feels best for you. We believe that empowering you to choose from our top recommendations is the most effective way to make a good client-therapist connection.

Can minors use Frame to match with a therapist?

We don’t currently offer services to minors, but we plan to in the future.

What can I expect in my first therapy appointment?

In general, during the first appointment you can expect the therapist to ask you some questions about what’s going on now and what you want to work on in therapy, and to gather some information about your past/history. If you have specific goals for therapy that you’d like to cover, make sure to bring them up during your first session, so that you and your therapist are aligned.

Therapy is a space where you can be honest with your therapist and with yourself. There is no judgement in therapy and it is completely, 100% confidential.

How do the intro calls work?

Intro calls allow you to speak with a potential therapist before scheduling an appointment to ensure they are a good fit. During an intro call, you can expect a 10-15 minute conversation during which the therapist may ask you some questions to get a quick understanding of how they can best help you. You will also have the opportunity to ask the therapist any questions you might have.

How do the video therapy sessions work?

Video sessions are conducted through a secure cloud communications platform that is provided through Frame. You and your therapist will be provided with a secure active link to join for your scheduled session.

How much does Frame cost?

Frame is free for client users. You can set up an account to match with a therapist or view our digital workshops. The only costs are the actual session fees that you pay directly to the therapist through the Frame platform.

How much does a therapy session cost?

Therapy session fees are determined by the therapist who is providing the clinical services. Generally, therapists on our platform offer therapy at rates between $75 - $200. Check out lower fee sliding scale hours listed on therapist's profile.

What is a sliding scale?

Sliding scale is a business model that many therapists use as a way to provide their services at different price points. Generally, therapists who work on a sliding scale offer a lower rate for appointment times that are not peak hours. You can ask your therapist about their specific sliding scale offerings.

Why do you need my credit card information?

Your credit card will only be charged by your therapist for the session fees. Your credit card information will be securely stored using HIPAA compliant payment processing through Stripe.

What will appear on my credit card statement?

Frame works with Stripe to provide HIPAA compliant credit card payment processing. You will receive an email receipt for any payments made and Frame Wellness Inc. will appear as the vendor on your bank/credit card statements. All funds will go directly to your therapists. Frame does not take a cut.

Can I use my insurance coverage for my therapy sessions?

We use our algorithm to match you with a therapist who best meets your needs, including your budget. If you are interested in using your insurance to pay for your therapist sessions, we will try our best to match you with an in-network provider. However, the majority of the therapists in private practice are not in-network or contracted with multiple insurance companies. If you have a PPO plan with out-of-network benefits, you will be eligible to receive complete or partial reimbursement for the session fees.

What’s the difference between in-network and out-of-network?

In-Network:

• The therapist is in your insurance company's database, or they have applied and been "approved" by your insurance company.
• You will owe a "co-pay" at the time of your session. This can range between $15-85 (sometimes even more or even less). Your insurance company will pay your therapist the rest of what the insurance company deems a reasonable rate for the service provided.
• Example: If a session is worth $100 according to the insurance company and your co-pay is $45, you pay your therapist $45 at the time of each session. The insurance company would pay $55 to the therapist after the therapist submits paperwork.

Out-Of-Network

• Out of Network implies that the therapist is not "in-network" with your insurance company. The majority of the therapists in private practice are not in-network or contracted with multiple insurance companies.
• However, insurance companies recognize that they do not work with every single therapist and cannot accommodate the demand for therapy. That is why many insurance providers will pay you money back after your “out-of-network” sessions to help make it more affordable for you.
• To submit an out-of-network insurance claim, you will need to request a superbill from your therapist to include with the claim form.

What is an out-of-network claim?

Health care providers will provide claim forms through their online portals. If you download and fill them out, and attach the therapist’s superbill, you can submit for reimbursement. Frame is currently in the process of building features so that you will be able to do this from our platform. Stay tuned!

How do I know if I have out-of-network benefits?

Most private health insurance plans provide some level of out-of-network reimbursement. If you see the terms “POS”, “PPO” or “out-of network” on your insurance card, then you are likely eligible. If you see “HMO,” “Medicare” or “Medicaid,” then you probably are not. Check with your insurance company or HR rep to be sure.

How am I billed?

Your credit card on file will be charged by the therapist for the session fee. Therapists generally charge within 24 hours of the appointment unless other financial arrangements have been made. You will receive an email receipt with the payment information.

What forms of payment does Frame accept?

Frame’s payment processing supports all major debit, credit, HSA or FSA cards.

How do I get started with workshops?

You can browse all workshops on our digital workshop library. Here you can find readily accessible recorded content and upcoming live workshops. You can RSVP for upcoming workshops by making a free Frame account.

How can I sign up to watch an upcoming live workshop?

You can browse upcoming workshops on our digital workshops page and RSVP by making a free Frame account for unlimited access.

What can I expect during the live workshops?

During our live workshops, therapists will cover a variety of mental health topics and answer live questions from Frame users. As a viewer, you can tune in anonymously, and submit your questions at any time for the therapist to answer during the Q&A. Check out our two types of workshops: Frame Discussions, which feature a therapist in conversation with a participant, and Frame Insights, our shorter content series led by therapists covering various wellness topics to guide you in your personal growth.

Can I sign up to be a participant of a workshop?

Yes, if you are interested in participating in a workshop, you can sign up to be a participant for a workshop https://tryframe.com/run-a-workshop

Can I deactivate my Frame account at any time?

Yes, you can deactivate your Frame account and freeze your subscription at any time by contacting [email protected].

How do I update account settings?

To update your password or profile information, please email the Frame support team at [email protected].

How do you protect my privacy?

Frame believes that trust is part of the foundation of any relationship, including a relationship with a company. We hold your information with the highest integrity and use industry standards for encryption and HIPAA compliance.

What is HIPAA?

HIPAA is the Health Insurance Portability and Accountability Act. The HIPAA Privacy Rule establishes national standards to protect individuals’ medical records and other personal health information and applies to health plans, health care clearing houses, and those health care providers that conduct certain health care transactions electronically. The Rule requires appropriate safeguards to protect the privacy of personal health information, and sets limits and conditions on the uses and disclosures that may be made of such information without patient authorization. The Rule also gives patients rights over their health information, including rights to examine and obtain a copy of their health records, and to request corrections.

How secure is the payment system?

Frame works with Stripe to provide secure, HIPAA compliant credit card processing. Your payment information will be stored by Stripe, an industry leader in payment processing.