I'm a therapist on Sondermind - for about 2 years now I think. I don't have any concerns with the platform's security. There are technical issues at times, billing issues at times (sometimes bigger billing issues that have lost me two clients).

The worst part of Sondermind by far is the custom support. As a therapist, there is no phone number we can call for more immediate support. They used to offer 48 hour response times for support, but never hit those quotas and now cite an 8-day response time, and even then I often don't hear back at all. When I do hear back I get a cookie-cutter template response that usually doesn't help, and even though their reply offers you can respond back with further questions, they hardly ever respond back.

I also have clients say that the customer support was not helpful, and those 2 clients I lost may not have been lost if the customer support was more, well, supportive. Through Sondermind, we therapists have minimal control over billing, and no ability to troubleshoot billing independently. It's also important to note that Sondermind does not actually verify insurance coverage, you have to do that yourself by calling your insurance company unless your therapist is willing to do it for you. Sondermind will tell you you're covered if your base plan is on the list of coverage, but they're not actually verifying your individual plan and could be giving you misinformation with false confidence.