Behavioral Health Navigation Services Offered by Health Insurers: Models, Characteristics, and Perceived Impact

In the United States, accessing behavioral health care is a persistent and complex challenge, even among those with insurance coverage. Behavioral health care access challenges stem from a combination of provider shortages, systemic barriers, and logistical hurdles. People frequently encounter difficulties determining the type of provider or level of care that best suits their needs. Many are uncertain how to initiate the process, whom to contact, or how to interpret and use their insurance benefits. Even when people attempt to engage with the system, they often face outdated or inaccurate provider directories, which can result in repeated failed attempts to connect with care. In response to these persistent access issues, some health insurers have begun offering behavioral health navigation services. These services are intended to support insurance plan members in identifying their needs, selecting appropriate treatment options, and establishing connections with available providers. This report presents findings from an environmental scan and key informant interviews with insurers, behavioral health vendors, and trade associations to explore the design, implementation, and perceived impact of these navigation services.