What is Sesame?
Sesame is a direct-to-patient healthcare company that puts power back in the hands of people, not systems, so that everyone can access quality care at clear, upfront prices.
About Sesame
Why is Sesame different?
Sesame is the first direct-to-patient care marketplace that connects patients with real, quality doctors.
Who are the doctors on Sesame?
All clinicians on Sesame (doctors, dentists, nurse practitioners, etc) are independent medical professionals.
Can I book video or virtual visits with Sesame?
You can book video visits nationwide on Sesame.
Does Sesame work with insurance?
In short, you do not need insurance to use Sesame. Sesame offers transparent upfront prices for patients without insurance.
Sesame services are paid directly, separate from health insurance.
If your insurance includes a health savings account (HSA) or flexible spending account (FSA), you can use your funds from these accounts to pay for care on Sesame. Some of these plans include a debit card you can use to pay up front, and others require you to submit your receipt after your purchase.
If your insurance includes out-of-network coverage and/or a deductible, you may be able to submit your receipt from Sesame for reimbursement. Eligibility is determined by your insurance company and will vary depending on your plan. And you can always use your insurance to pay for medications picked up at your local pharmacy. Our team is here to help you - call us at 1 (877) 947-6411 with any questions.
What is Sesame’s cancellation policy?
Sesame’s cancellation policy makes booking, cancelling, and rescheduling easy. Sesame will honor a full refund for any of our visits when cancelled within the following time constraints:
- Virtual visits: cancel up to 3 hours before the scheduled visit
- In-person visits: cancel up to 24 hours before the scheduled visit
- All other visits (including labs, imaging, and visits that do not have a specific day or time at purchase): cancel up to 10 days after the purchase date once Sesame confirms with the provider that the visit did not take place
We are unable to offer refunds for the following:
- No-shows or missed appointments
- Disagreement over the clinical outcome of the visit or not receiving a prescription
- Surgical procedures with specific scheduling requirements
- Any request made 10 days after the original purchase date
If you do make a same-day appointment by mistake and need to cancel, Sesame will refund you if you request a cancellation within one hour of completing the purchase.
Email us at support@sesamecare.com or call us at 1 (877) 947-6411 between 9 AM and 6 PM Eastern, Monday through Friday, or between 10 AM and 2PM Eastern on Saturday and Sunday. We'll resolve your questions as quickly as we can.
Are doctors on Sesame board-certified?
Yes, all doctors on Sesame are board-certified.
Am I eligible to use Sesame?
Yes, Sesame is open to everyone, regardless of insurance coverage. That means people with insurance, without insurance and anything inbetween can use Sesame.
Is my payment and medical 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.
Sesame’s systems and platforms are all HIPAA compliant.
Who is Sesame made for?
Sesame is made for people who either do not have insurance coverage or are looking to save money by paying doctors directly.
About clinicians on Sesame
What kind of specialties does Sesame offer?
Sesame’s platform makes it easy for patients to find trusted providers in their area in order to access the services they need. You can book a wide variety of services (primary care, MRI, mental health, dentistry etc.)
How does Sesame vet 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.
What medical advisors does Sesame consult?
You can read more about our medical advisors on our team page.
Can doctors on Sesame treat an emergency?
No, in case of emergency, please call 911 or go to your nearest emergency room.
Is there anything doctors on Sesame won’t treat?
Anything services listed on Sesame, doctors are willing to treat. Any specific exclusions to an appointment can be found in the service description.
Can I get an MRI, x-ray or other imaging through Sesame?
Yes, you can find all imaging services here
Are all providers on Sesame licensed?
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.
About video visits
What is a video visit?
Video appointments are medical visits that take place over face-to-face video.
What types of services can I book via video?
It is up to the provider to decide if they can provide treatment for a specific service through video appointments.
What is the video visit experience like?
After you book a video appointment, you will receive an email with a link to join the video appointment. You will also be able to access this link in another reminder email you will receive 30 minutes prior to the appointment start time, as well as within your account.
What should I do if I didn’t receive my invite?
Your booking confirmation will include a link to the video appointment. If you have not received a booking confirmation email, please contact Sesame Customer Support at: +1 (877) 947-6411 or support@sesamecare.com.
What should I do if my doctor doesn’t join the call?
If your physician has not called you within 20 minutes of your appointment time, please contact Sesame Customer Support at: +1 (877) 947-6411 or support@sesamecare.com.
What if I do not have a camera?
Your booking confirmation email will include the provider’s phone number. Please call the provider directly ahead of your appointment time to let them know you’d like to have your visit over the phone.
How will I know if the appointment I’m booking is via video?
The service name and details will clarify if the appointment you’re booking is via video.
What should I do if I need lab work?
National lab chains will still accept standard lab orders via fax or online portal. Please confirm with the lab regarding scheduling for in-person collection. COVID-19 lab orders are generally not being collected at Quest and LabCorp locations.
Can the physician prescribe medication?
Yes, physicians on Sesame are able to prescribe a wide range of medications, which can be useful for infections, allergies and other acute ailments.
Please note that they will not prescribe certain drugs, such as narcotics or medications that have been designated controlled substances.
Otherwise, many of the prescriptions available in an office setting or urgent care can be prescribed if your physician deems it’s appropriate.
About cost, pricing, and offerings
What are my payment options?
On Sesame you can pay using VISA, MasterCard, American Express, and Discover. You cannot pay by check, money orders, or cash.
If you have a health savings account (HSA) or flexible spending account (FSA), these accounts often include debit cards you can use for purchases. These cards can also be used on Sesame.
Do I have to pay online or can I pay at the doctor’s office?
All visits booked on Sesame must be paid online.
How much does each visit cost?
Prices are set individually by each provider.
Does Sesame have any membership fees?
No, there is no membership fee to use Sesame. All services are priced individually.
Can I use insurance to pay for my visit?
Sesame services are paid directly, separate from health insurance.
If your insurance includes a health savings account (HSA) or flexible spending account (FSA), you can use your funds from these accounts to pay for care on Sesame. Some of these plans include a debit card you can use to pay up front, and others require you to submit your receipt after your purchase.
If your insurance includes out-of-network coverage and/or a deductible, you may be able to submit your receipt from Sesame for reimbursement. Eligibility is determined by your insurance company and will vary depending on your plan. Our team is here to help you - call us at 1 (877) 947-6411 with any questions.
Can I cancel my visit at any time?
We get it - stuff happens. That’s why we make it easy to cancel or reschedule 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
- Lab must be completed within 7 days of purchase. Sesame cannot issue a refund after the 7 day window.
While Sesame has a strict 24-hour cancellation policy, if you do make a same-day appointment by mistake and need to cancel, Sesame will refund you if you cancel within one hour of completing the purchase.
Email us at support@sesamecare.com or call us at 1 (877) 947-6411 between 9 AM and 5 PM Central, Monday through Friday. We'll resolve your questions as quickly as we can.
What if I need to reschedule my visit?
Reschedules must occur within 24 hours of the appointment time.
Can I get a prescription refilled?
Yes, you can book a video or in-person prescription refill appointment in which a provider will review current medications and prescribe a refill if necessary. Search appointments here:
Can I use any pharmacy when getting a refill?
Yes, your doctor can send the prescription to the pharmacy of your choice.
Do I have to pay for a follow-up visit?
Unless stated otherwise in your appointment, if you need a follow up appointment, you will need to book and pay for that separately.
Can I pay for my visit with an FSA or HSA?
If your insurance includes a health savings account (HSA) or flexible spending account (FSA), you can use your funds from these accounts to pay for care on Sesame. Some of these plans include a debit card you can use to pay up front, and others require you to submit your receipt after your purchase.
About insurance
What does ‘no insurance needed’ mean?
You don't need insurance to save on quality care with Sesame.
Sesame is open to everyone, regardless of your insurance coverage. That means you can book doctor visits, medical services, and more with or without insurance.
If you have an HSA or FSA, you can use that to pay for visits or medical services on Sesame.
Can I use Sesame if I have insurance?
Yes, Even when you have health insurance, high deductibles and gaps in coverage can mean your plan falls short. If you have insurance, Sesame can help you find great care for less than your deductible and see top-notch doctors without the hassle. Insurance companies make you jump through hoops just to take good care of yourself. With Sesame, you can book whatever you need with our simple online tools.
Can I use Sesame if I don’t have insurance?
Yes, people without insurance deserve a better healthcare experience. Sesame allows you to see a doctor without the hassle by cutting out the annoying calls and emails to get quotes and complex paperwork.
Does Sesame work with my insurance?
Sesame is complementary to health insurance, helping you find affordable prices and save money on care for when your plan falls short.
Does Sesame replace my current health insurance?
No, if you have insurance, you should not cancel it to use Sesame. Sesame is complementary to health insurance, helping you find affordable prices and save money on care for when your plan falls short.
Will my co-pay apply towards the cost of a visit?
No, you cannot apply your co-pay to the cost of your visit.