Help & Frequently Asked Questions

Why was Sesame created? What's the backstory?

We created Sesame because health care is a mess.

It's impossible to know how good a health care provider is and if it's worth it to see them. It's even harder to know how much it will cost you to see them. Not only are health care prices high, the hidden costs, unexplained charges, unexpected late bills, and invoices from third parties make seeking care intimidating and (ultimately) unaffordable.

Sesame's founders think there is a better way. We believe in connecting providers and patients directly, with up-front prices and clear descriptions of their medical services.

Sesame is designed for people who are uninsured or willing to pay their provider directly.

We connect these patients and providers, making quality health care more accessible, affordable, and transparent.

How are health care providers on Sesame able to offer such great prices?

Providers use Sesame to help them fill available times. If their schedule opens up, they use Sesame to set a fair price for an appointment slot that would otherwise go unused. They can see patients who are looking for care, which gives you access to great providers at affordable prices.

Because Sesame is pre-paid, providers know they are getting paid up-front for their services. This allows them to charge less.

You know exactly how much it will cost before you go and your health care provider knows how much they will receive for their work before you arrive. It's a win-win.

How does Sesame source providers?

The quality of our partners is a priority. Sesame works with licensed providers, who share their licensure, education history, and confirm a clean disciplinary history as a condition for participating on the platform. Consumers can fully evaluate their options to help ensure the provider is a good fit for them. However, the inclusion of any provider on the Services shall not be considered as an endorsement of such health care provider by Sesame. You should conduct your own due diligence concerning the qualifications of a health care provider prior to paying for or receiving care.

How does Sesame work with my health insurance?

Sesame services are paid out-of-pocket, separate from health insurance.

If you are uninsured, Sesame is the best place to look for a fair price.

We help you access health care providers at an affordable rate, potentially lowering your overall health care costs.

Why does Sesame require that I not file an insurance claim for services I book?

Insurance claims add a lot of administrative effort and costs to providers. They are only able to offer great prices to patients who pay directly for their care upfront, removing the extensive paperwork of insurance reimbursement.

What if I can't make my appointment or need to change or cancel?

We get it - stuff happens. That's why we make it easy to cancel your appointment if something comes up. With Sesame, you can cancel any service up to 24 hours before your appointment time — for free.

We are unable to offer refunds within 24 hours of your appointment time or for no-shows. If there's a mistake in your purchase, contact us as soon as possible. Email us at support@sesamecare.com or call us at 1 (877) 249-4223 between 9 AM and 5 PM Central, Monday through Friday. We'll resolve any questions as quickly as we can.

What if I am unsatisfied with the medical advice I receive from a provider booked through Sesame?

Providers listed on Sesame will determine the most clinically appropriate course of care for each patient based on the symptoms and concerns presented to them, and may recommend further appointments or care. Sesame is unable to provide refunds if medical care, including diagnosis, recommendations, treatments, or prescriptions, are not aligned with the patient’s anticipated outcomes. However, we do appreciate any feedback or concerns - please reach out to the Sesame Customer Support team with any feedback.

What payment options do I have?

On Sesame you can pay using VISA, MasterCard, American Express, and Discover. You cannot pay by check, money orders, or cash.

Is my payment information safe?

Sesame uses Stripe, the most trusted, secure third-party payment platform in the world. Stripe is used by large technology platforms like Lyft, Etsy and Open Table.

Stripe keeps your payment information for all future purchases on their secure servers and no one else receives access to your payment information.

Why does Sesame only have appointments in the next 30 days?

Sesame's thirty-day window is part of how we keep prices affordable. Care providers share available times they are looking to fill. Schedules are more unpredictable 30+ days in advance, so we focus on the near term to help make logistics easier for everyone.

How do I contact Sesame?

There are several ways to contact Sesame's Customer Support team:

Email: support@sesamecare.com

Chat: Open chat window

Call: 1 (877) 249-4223

Can I call Sesame to purchase appointments over the phone?

All appointments on Sesame are purchased online. If you're having trouble buying an appointment online, please email: support@sesamecare.com

How do I know what provider to choose?

Only you can select the right health care provider for your particular needs. When you're choosing one, you can look at their profile, specialties, education, and languages spoken and use this information to help you decide if they are the right fit for you.

Can I use Sesame to see any provider in the United States?

Not yet, but we're working on it! You can currently buy services from health care providers in Kansas City, Wichita, and Oklahoma City who appear in searches on Sesame. We're adding new providers and services every day and will be adding new cities soon. Are you interested in finding out when Sesame is coming to where you live? Send us an email: support@sesamecare.com

What if there are additional costs recommended as a result of my appointment with the health care provider?

Any services needed beyond your initial visit may require another appointment and/or additional fees. This should be discussed directly with your provider.

What is the cancellation policy?

We get it - stuff happens. That’s why we make it easy to cancel your appointment if something comes up. With Sesame, you can cancel up to 24 hours before your appointment time — for free (except for surgical procedures that require advance scheduling). Plus, if the provider is unable to see you for any reason, we’ll refund your payment in full. We are unable to offer refunds for the following:

No-shows
Requests within 24 hours of your appointment time
Requests to prescribe a particular medication or complete particular paperwork that are not accepted
Surgical procedures with confirmed scheduling

If there's a mistake in your purchase, contact us as soon as possible. Email us at support@sesamecare.com or call us at 1 (877) 249-4223 between 9 AM and 5 PM Central, Monday through Friday. We'll resolve your questions as quickly as we can.

We're here to help.