FAQs

You are eligible for cover under this insurance policy if you are permanently living in the UK and aged between 18 and 59 on the start date of your policy.

Yes. Simply add your loved ones to your policy. You can add up to 3 additional adults and 4 children.

An additional adult would be a relative of yours, including a partner, sibling, child older than 18 and a parent who is permanently living in the UK in the same property as you, and aged between 18 and 59 on the start date.

A child would be your natural or legally adopted child who is permanently living with you in the UK and is over 6 months and under 18 years of age.

We provide cover for your dental maintenance, procedural work, any dental treatment you may undertake due to an accident or emergency in the UK or abroad - and hospital dental cover.

Full details of our benefits are in the Policy Document in the Policy Details section of our website.

Yes. We provide IMMEDIATE COVER for your routine check-ups, x-rays and scale & polishes.

Yes. We provide cover for both private and NHS treatment received. Levels of cover vary according to the chosen policy.

No .We do not provide cover for any cosmetic & orthodontic treatment you undertake.

The waiting period varies according to the dental treatment you undertake.

For any dental maintenance including examination, x-ray, scale and polish, you will be covered immediately.

For any Accident or Emergency treatment you may require worldwide, you will be covered within 15 days.

Full details of the waiting periods are in the Policy Document in the Policy Details section of our website.

The Insurer is Redsands Insurance Company (Europe) Ltd. Redsands is a member of the Association of British Insurers (ABI), the Financial Ombudsman Scheme (FOS) and the Financial Services Compensation Scheme.

Direct Group is authorised and regulated by the Financial Services Authority and appears in the Financial Services Authority's (FSA) Register under register number 307332. Direct Group is a private company limited by shares incorporated in England under registered number 02461657.

Once you have completed any treatment, you must complete and return a claim form within 60 days. You can download a claim form from the Policy Details section of our website. Alternatively, you can call 0845 123 1078 and Direct Group will send you a claim form.

The claim form will need to be completed by you and the dentist. It should be posted together with all the information Direct Group need to:

Dencover Claims Department
Direct House
4 Sidings Court
Doncaster
South Yorkshire
DN4 5NU.

We aim to settle claims within a couple of days from when we receive the necessary documentation from you. We may ask for further information which could prolong the claim settlement period.

In the 14 days after receiving the policy documents (the cooling-off period), you may cancel your policy by contacting the administrators. If you do this, we will refund any premium that you have paid, provided no claim has been made.

The following are just some key exclusions. You are not covered for and will not receive any benefit for:

Treatment that is identified as being clinically necessary during the relevant qualifying period, whether or not the treatment happens during this period;

Costs that relate to a claim that was submitted to Direct Group 60 days or more after the treatment was completed;

Treatment (except the following; a routine examination, an x-ray, a scale & polish, and hygiene treatment) that is identified as being clinically necessary at your first examination after the start date by a dentist, if you have not had a routine examination in the 12 months immediately before the start date;

Any amount above the relevant benefit limits;

Costs that we consider are not reasonably and necessarily incurred;

Any claim that is not supported by medical evidence from a dentist, doctor or consultant;

Prescription charges, laboratory fees, missed appointment fees or any other costs unless directly related to an accidental injury;

Accident treatment if you fail to seek treatment within 36 hours after an accident;

Treatment for secondary oral cancer;

Your cover under the policy will end automatically, if any of the following happens:

You reach 60 years of age.

The policy is cancelled by the end of the 14-day cooling-off period.

The primary member does not make the required premium payment. If the primary member, or any third party who is paying the premiums, fails to pay 2 consecutive monthly premiums, we will cancel all cover under this policy. We may, at our discretion, restart your cover once we have received all premiums due.

You die.

You cancel your cover by giving us 30 days' notice in writing of your intention to cancel.

We will not refund any premiums you have already paid. We will also apply an exclusion period of 3 years during which you will not be able to start any similar dental insurance policy with us from the date the cancellation takes effect.

All cover under this policy for an additional adult, partner or child included on the policy will end when he or she dies or when they no longer satisfy the criteria for an additional adult or child or when clause 7.1 of the policy applies.

We may cancel this policy by giving the primary member 30 days' written notice at the primary member's last known address. If you have not made a claim and there is no claim pending, we will calculate the premium for the period you have been insured and refund any balance. If a claim has been made or is pending, we will not refund any premium.

Dencover and Direct Group aim to provide a high level of service and to pay claims fairly and promptly. If you have an enquiry or complaint about this insurance, you should first contact Direct Group Limited at Direct House, 4 Sidings Court, Doncaster, South Yorkshire, DN4 5NU, or by phone on 0845 123 1078 (all calls are recorded for training, compliance and claims purposes). Please quote your policy or claim number whenever you make contact.

If you have complained to Direct Group and remain dissatisfied with their response, you should contact Red Sands Insurance Company (Europe) Limited in writing for a final response, at Level 3, Ocean Village Business Centre, 23 Ocean Village Promenade, Gibraltar or by phone on 0844 288 0001, or by email at complaints@redsands.gi . Please quote your policy or claim number whenever you contact Red Sands.

If your complaint is still not resolved to your satisfaction, you can contact the Financial Ombudsman Service (FOS) at South Quay Plaza, 183 Marsh Wall, Docklands, London, E14 9SR or by phone on 020 7964 1000, within 6 months from the date of our final response. Doing this does not affect your right to take legal action against us.

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the FSCS if we cannot meet our obligations. You can get more information about the FSCS on 0800 678 1100 or from the FSCS website www.fscs.org.uk.