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Frequently Asked Questions

ABOUT GINGER

What is Ginger?

Ginger offers confidential mental healthcare through behavioral health coaching via text-based chats, self-guided learning activities and content, and video-based therapy and psychiatry. Support is available anytime (we’re serious about 24/7/365), anywhere (we go where your phone goes), for a variety of mental health challenges you may be struggling with—all from the privacy of your smartphone.

How do I sign up?

After downloading the Ginger app, you will need to enter your health plan information to verify your eligibility.

On the "Let's begin" screen, click on the button that says “Enter health insurance info”. You will then need to enter your:

  • First Name
  • Last Name
  • DOB
  • Member ID

Your Member ID is always located on the front of your health insurance card, and is sometimes referred to as the Policy Number. It is not the Group Number. Do not enter the last 2 digits of your member ID# (usually is 01, 02, 03).

Still having trouble? Please reach out to Member Support through the app, or email help@ginger.com.

Behavioral Health Coaching

What is behavioral health coaching?

Ginger coaching makes it easy for anyone to get personalized, on-demand help to overcome a range of challenges and stressors - from improving sleep or relationships, to managing anxiety and depression. Anytime. Anywhere. 24/7/365.  It is a collaborative relationship where you and your coach work together to help you reach your goals. Coaching focuses on the present and what you want to accomplish in the future. Coaching happens through private in-app text-based chats.


What kinds of things can a Ginger behavioral health coach help me with?

With a behavioral health coach, anyone can get personalized support to help overcome life challenges and reach goals in their moment of need. Coaches can help with any issue you’re struggling with such as stress, anxiety, depression, issues with work, relationships, sleep, and more.

How are Ginger’s coaching services delivered?

Coaching occurs through text-based chat in the Ginger Emotional Support app. Phone and video chats with coaches are not available. However, if you prefer speaking over typing, you are able to use the voice-to-text functionality on your Android or iPhone. Our in-app texting function is private and secure.

How do I begin chatting with a Ginger behavioral health coach?

Download the Ginger Emotional Support app from your smartphone, and follow the instructions sent to your email. Enter your: first name, last name and DOB and member ID to verify your eligibility. Answer a few simple questions, and you’re ready to get started!

Choose to schedule an appointment with your coach at a time that works best for you, or chat right away.

How do I schedule an appointment with a coach?

You can schedule an appointment in the app. You can also chat with a coach anytime even without an appointment. Our coaches are available 24/7/365.

Is there a cost for behavioral health coaching?

Yes. Access to Ginger includes 30 days of unlimited behavioral health coaching, and Ginger’s self-care library, including learning activities, for a cost similar to a doctor office visit. Out of pocket costs are determined by your Cigna benefit plan.

What if I want to continue with coaching after 30 days?

You will have the opportunity to renew your access to Ginger at the end of 30 days right within the app. If you do not want to renew, no action is required.

Do I get the same coach every time?

You can chat with your primary coach anytime your coach is online in the app. If your primary coach is not available, you have the option of chatting with a different coach, who will become part of your care team. Our coaches work collaboratively and communicate with each other, so they’ll know what you’ve been working on with another coach and where you left off.

Can I choose my coach?

You can request a coach with a specific background or identity, and our Member Support and Coach Management teams will work together to find the best possible fit for you. However, they’re not always able to accommodate specific requests. Our coaches are trained to work with people from a variety of backgrounds, including the LGBTQIA community, as well as racial and ethnic groups traditionally underserved in the mental health field. Your coaches will provide support that is tailored and relevant to you. If you would like to switch coaches, you can request a change in the app, or through the Member Support team.

Are Ginger behavioral health coaches robots?

Nope! They’re not robots or droids. Our coaches, therapists, and psychiatrists are real-live human beings with thoughts, feelings, and life experiences. And just like us, they need breaks too — which is why occasionally, you might have a delayed response. Every care provider is carefully vetted before they join the Ginger team to ensure we’re providing high-quality care for our members. Each one either has a graduate degree in psychology or a related field and/or a coaching certification.

How does my Ginger coach know that I need a higher level of care?

Ginger coaches are trained to recognize when a member requires therapy or psychiatry support. In addition to training coaches, we use technology to help us assess a member’s clinical needs to ensure they get the right level of care when needed.

What happens if my coach refers me to a higher level of care?

If your coach believes you may benefit from therapy or psychiatry sessions, our Member Support team can help you understand your options. If available through your Cigna plan, our Member Support team can connect you with a Ginger therapist or psychiatrist, who will become part of your care team. Your coach will continue to support you while you receive clinical care from a psychiatrist or therapist.

Can I work with a coach if I'm also seeing a Ginger therapist or psychiatrist?

Absolutely. Coaching is an excellent complement to therapy and psychiatry sessions. Together your coach and therapist or psychiatrist make up your care team. Coaches can serve as an on-demand, anytime check-in between appointments with your therapist or psychiatrist. They can help you with challenges that may arise in between your therapy or psychiatry sessions. They can also help you recall insights and lessons from previous sessions and provide you with the opportunity to practice new skills.

What if I’m working with a non-Ginger therapist or psychiatrist?

You can still work with a Ginger coach in addition to your non-Ginger therapist or psychiatrist. Most Ginger members who have a therapist or psychiatrist outside of Ginger find it useful to share with their coach the type of support they’re receiving from their therapist or psychiatrist. It also helps your coach ensure the cohesiveness of your overall care.

ABOUT GINGER THERAPY & PSYCHIATRY

What is therapy, and how is it different from coaching?

Therapy consists of sessions with a licensed clinician to help you address ongoing psychological symptoms, or patterns of thought, behavior, or emotion that no longer serve you. Therapy allows you to dive deeper into past or present issues to make positive changes in your life. 

Coaching focuses on where you are in the present and your goals for the future. Coaching is a collaborative relationship. You and your coach work together to identify small steps you can take to achieve your goals, making adjustments along the way to keep you on track.

Therapy sessions happen via live video chats, while coaching sessions happen through text-based chats.


Can Ginger psychiatrists prescribe medication?

Ginger psychiatrists are able to prescribe psychotropic drugs, which are medications that reduce mental health symptoms. Examples include certain antidepressants, antipsychotics, and anti-anxiety medication. Ginger psychiatrists are not permitted to prescribe controlled substances, including stimulants, benzodiazepines, or opiates, as they require in-person visits for a prescription. Ginger psychiatrists are able to treat most issues without the use of controlled substances.

How will my psychiatrist manage my medication?

If you are undergoing psychiatric treatment, your psychiatrist will meet with you every 4-8 weeks to evaluate how your prescribed medication(s) are affecting you. Depending on their evaluation, they might increase or decrease the dosage, or prescribe a different medication. Between visits with your psychiatrist, you have access to your Ginger coach to check-in and support your mental health needs.

Can Ginger clinicians give me a letter of recommendation for an emotional support animal?

Our therapists and psychiatrists cannot honor requests for letters of recommendation for service or emotional support animals.

How do therapy and psychiatry differ?

Therapists take a broader approach to help you gain an understanding of why patterns develop and identify ways to create change. Psychiatrists are medical doctors who can prescribe medication to manage more severe or enduring symptoms.

How are therapy and psychiatry services delivered?

Therapy and psychiatry sessions happen via video right from the Ginger app—which means you can have your session anywhere you'd like. You can also access your appointment over a platform called Zoom on your computer. We recommend finding a quiet, private place where you feel comfortable. Sessions can range in number and frequency, depending on your needs.

What are the qualifications of Ginger therapists and psychiatrists?

Ginger therapists are state-licensed healthcare professionals trained in a variety of evidence-based therapeutic approaches and have either a master's or doctoral degree. Ginger psychiatrists are medical doctors with four additional years of psychiatric training. They're state-licensed to prescribe medication and monitor its effects on your health.

How much time do therapy and psychiatry appointments take?

Sessions with a therapist are 45-50 minutes, based on your need. With a psychiatrist, the first appointment is 45 minutes and follow-ups are 20 minutes.

How can I start working with a Ginger therapist or psychiatrist?

Your coach can help determine whether you should start working with a therapist or psychiatrist, and will guide you through scheduling an appointment if appropriate.

How do I schedule an appointment with a therapist or psychiatrist?

In the video tab in the app, reach out to a representative of the Member Support team to find a time that works for both you and your therapist or psychiatrist. You will be asked to fill out an intake form and provide payment information. Once a Member Support specialist schedules your session, you’ll be able to see and access your appointment in the video tab in the app or through the confirmation email sent.

How do I change my therapy or video appointment?

To change your appointment, contact the Member Support team in the app at least 24 hours before your scheduled session.

How do I access my video appointment?

You can access your appointment from your phone or your computer. To use your phone for your appointment, join the session in the “Video” tab in the Ginger app at the time of your appointment. To use your computer, download Zoom here: https://zoom.us/download. When it’s time for your appointment, go to the confirmation email and click “start session.” 


You will be placed in a virtual waiting room (just like an in-person clinic). Your clinician will admit you into your session as soon as they're ready to meet with you.


Troubleshooting tips

If you are using your computer to access your appointment, download Zoom using this link: https://zoom.us/download


If you are having issues accessing your chat or appointment, close the Ginger app completely and reopen it. If that doesn’t work, turn your phone off completely and turn it back on. 


If you have access to a computer, try connecting to the session by using the link sent in your appointment confirmation email.


Reach out to a Member Support specialist for troubleshooting help, or to have them notify your therapist or psychiatrist that you are having trouble accessing your appointment.


Do I have to pay for coaching if I’m receiving clinical care from a Ginger therapist or psychiatrist?

No. Your coaching renewal charge will be paused while you are receiving care from a Ginger therapist or psychiatrist until 30 days after your last clinical appointment. Your coach will continue to be an important part of your care team and can provide you with additional support in between your appointments with your therapist or psychiatrist.

MEMBER SUPPORT

What if I have more questions? Who can I reach out to?

Our Member Support team is available to answer any questions you may have. Feel free to reach out to them through the app and someone will get back to you in two minutes or less. If needed, you can email help@ginger.io and a representative of the Member Support team will respond within 12 hours. Ginger’s Member Support hours of operation are Monday through Friday from 5:00 AM to 8:00 PM, Saturday and Sunday from 7:00 AM to 7:00 PM (PT).

BILLING, PAYMENT AND REFUND POLICIES

What forms of payment does Ginger accept?

We accept all major debit and credit cards. We do not accept any other form of payment at this time.

How can I change or update my credit card information?

In the Ginger app, go to the payment tab, select "Payment Method" and enter your updated credit card information.

How does Ginger protect my credit card information that it keeps on file?

Your security is a top priority for us. Ginger doesn’t store credit card information. Instead, Ginger uses a payment processor, Stripe, which secures all credit card information. Visit https://stripe.com/privacy to learn more.

If I’m not satisfied with Ginger, can I get a refund?

Once you sign up for access to Ginger coaching and content, we’re not able to provide a refund. We’re happy to work with you to connect you with a different coach who may be a better match for your needs. Reach out to Member Support through the app or email help@ginger.com.

What’s Ginger’s cancellation, no-show and refund policy for therapy and psychiatry?

If you need to cancel an appointment with a therapist or psychiatrist, we ask that you do so at least 24 hours in advance. This policy helps us ensure all of our patients can receive timely care, as we are not able to frequently fill slots canceled within 24 hours. For appointments canceled with less than 24 hours' notice of your scheduled appointment, you will incur a fee of $125, based on your plan benefits. Please let our Member Support team know as soon as possible if you need to reschedule your session. However, if unique circumstances (medical emergency, court orders, death, etc.) require you to miss your session, please let us know, and we will review on a case-by-case basis to make refund decisions.

PRIVACY AND SECURITY

Will my Ginger activity and information be private?

Yes and yes. Ginger does not and will not share anything about your individual activity, sign-up information, or private data, with your health plan. We only provide summarized reports that are aggregated and anonymized to preserve the privacy of our members. Ginger is a healthcare provider and protects your confidential health and personal information in accordance with state, federal, and international law as described in our Privacy Statement and Terms of Service.


U.S. Members: Privacy Statement and Medical Terms of Service.

International Members: Privacy Statement and Coaching Terms of Service.


Additional questions about our privacy or security practices can be directed to privacy@ginger.io.

How do I know that my information and data are safe with Ginger?

As a fundamental pillar to ensuring trust and providing the best possible support and care, Ginger’s information privacy and security governance is aligned with the International Organization for Standardization (ISO) 27001 and 27002 security standards, the Health Insurance Portability and Accountability Act of 1996 (HIPAA), the National Institute of Standards and Technology (NIST) Special Publications 800 Series, the General Data Protection Regulation (GDPR) (EU) 2016/679, and other relevant state and international breach notification and security regulations. Ginger has implemented administrative, physical, and technical safeguards to ensure the confidentiality, integrity, and availability of your information.

Can I request for my information and data to be deleted?

Ginger stores your Account Data and Personal Information for as long as Ginger needs it to provide services, to serve the purpose(s) for which your personal information was processed, or as necessary to comply with Ginger's contractual and legal obligations, resolve disputes, or enforce our agreements to the extent permitted by law.


If you would like your Account Data or other Personal Information permanently removed from Ginger's database, please contact Ginger at privacy@ginger.io. Ginger will then terminate your account, you will no longer be able to use Ginger services, and you will no longer receive emails from Ginger. Subject to applicable law and necessary record retention requirements, your identifying Personal Information shall be deleted from Ginger records. Please note that Ginger may need to retain certain information for record keeping purposes, to complete any transactions that you began prior to your request, or for other purposes as required or authorized by law.

What legal jurisdiction is it stored in?

All data is stored and processed in the United States.

GENERAL

Is Ginger available in a language other than English?

Currently Ginger is only available in English. We’re working on providing Ginger in other languages in the future. Stay tuned.