myD and dencover

Are you a {my}dentist patient looking for the dencover offer?
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For all your questions about our products, dental plans….

Here you will find the answers to frequently asked questions about our plans, claims process and policy terms and conditions.

If you cannot find the answer you are looking for on this page, please visit our Contact us page to submit a question directly to us.

  • When will my cover start?

    Your cover will start on the day you purchase your policy (your “Policy Start Date”).

    What do you mean when you say ‘Start claiming’? (qualifying period)

    This is the set amount of time you'll need to wait before you can claim for certain treatments. For example, you can claim towards check-ups from day one on your policy but will need to wait 60 days before claiming for a filling.

    Can I claim for a pre-existing condition?

    Pre-existing conditions are not covered under this policy. We will not pay any claim made for treatment arising from or caused by a pre-existing medical or dental condition, injury or illness that the insured person knew about or had treatment recommended or planned by a dentist, before the Policy Start Date.

    Can I claim for NHS and private dental treatment?

    Yes. You’re able to claim for NHS or private dental treatment, no matter which policy you choose. Check out each of the dental insurance plan entitlements to see how much you can claim for each treatment.

    Why are there two annual limits in ‘Uncover your Smile’ and ‘Recover your smile’?

    You receive an overall annual benefit limit for Fillings, extractions and dentures. This is the amount in bold.
    For Crown, bridge and root canal treatment, the amount shown in brackets is the annual benefit limit. Please note that the amount shown in brackets is not an additional annual maximum, this will deducted from the overall annual maximum .

    What’s the difference between each plan option?

    Each plan option provides a varying amount of cover towards the insured treatments, enabling you to choose a plan that suits your dental treatment needs and budget.

    Can I claim for cosmetic treatment?

    Cosmetic treatments such as teeth whitening or replacing silver fillings with white fillings are not covered under this policy. Please refer to your Policy Schedule for a full list of excluded treatments.

    Am I eligible for dencover dental insurance

    To purchase the policy, you must be aged 18 years or older and permanently living in the UK. For the purposes of the policy, the UK means England, Northern Ireland, Scotland, Wales, the Channel Islands and the Isle of Man.

    Please be advised that we cannot accept a PO Box or a ‘care of’ address as evidence of a permanent address.

    Can I claim from day one?

    Yes! You can use your policy as soon as today to claim for a check up and clean. However, if you require further treatment, the qualification period will apply.

    What is the maximum joining age for dencover?

    There is no maximum joining age for dencover.

    How do I pay for dencover Dental insurance cover?

    Premiums must be paid by Direct Debit. We will collect your policy premium monthly in advance. We will collect your first premium approximately 14 working days after you purchase the policy, we call this the “set up time”.

    As your policy premium is paid in advance, you could have more than one premium payment collection in your first month. The date that these payments will be collected from your account will depend on your nominated Direct Debit payment date. Please ensure that you are able to make your initial policy premium payments in one of the following ways:

    • If you have nominated a Direct Debit payment date that falls during the set-up time, your first premium payment will be a double payment (i.e. two times your monthly premium cost) which will be taken approximately 14 days after you purchase the policy. A subsequent premium payment collection will be made on or just after your nominated Direct Debit collection date.

    • If you have nominated a Direct Debit payment date that falls after the set-up time, we will take the first payment approximately 14 days after you purchase the policy. A subsequent premium payment collection will be made on or just after your nominated Direct Debit payment date.

    You will then have regular premium payments collected monthly on or just after your nominated Direct Debit payment date, unless otherwise notified

    I am not registered with a dentist, can I still get cover?

    Yes, you can still get cover. You can use our “Find a Dentist tool” to find a dentist local to you.

    In order to claim for certain dental treatments in the first year of cover, you must have received a routine examination with a dentist during the 12 months prior to the Policy Start Date. You can find more information about the applicable dental treatments in the policy terms and conditions.

    Does this policy provide cover for smokers?

    Yes, you can still be covered with dencover if you are a smoker. This does not have any impact on the premium you pay.

    When can I start claiming for the insured treatments?

    We will cover the preventative dental treatments listed in your benefit table such as examinations and scaling with the dentist or hygienist from your Policy Start Date and you can choose to visit any UK dentist, whether they are an NHS or private dental practice.

    Claims for the restorative dental treatments listed in your benefit table such as a filling, root canal treatment or a crown can be made after a minimum of just 60 days from your Policy Start Date. We call this the “Qualifying Period”.

    The Qualifying Periods vary for the treatments listed under “Additional benefits” in the benefit table. Please check the Benefit Schedule for further details.

    Please note, in order to claim for certain dental treatments in the first year of cover, you must have received a routine examination with a dentist during the 12 months prior to the Policy Start Date. You can find more information about the applicable dental treatments in the policy terms and conditions.

    Are there any restrictions on cover?

    Yes, you cannot make a claim for treatment, except for examinations & x-rays, and a scaling with the dentist or hygienist, that is advised during the first year of cover where you have not received a routine examination in the 12 months immediately before your Policy Start Date. This is in addition to the treatment Qualifying Periods and, if you have not had a routine examination, the effect of this exclusion is that you will not be able to make a claim under the policy for any other treatments until your Policy Renewal Date. We may contact your current or previous dental practice to confirm when your last routine examination was conducted.

    In addition, if you choose to cancel your policy or remove an insured person from the policy, we will apply a three (3) year exclusion period, during which, you or the removed person will not be able to start a new dencover dental insurance policy. The three (3) year exclusion period will run from the date the cancellation takes effect. There may be some circumstances in which we will waive this exclusion period, such as removal of an additional adult following divorce or an insured child leaving home. You should contact us if you believe that the exclusion period should not apply.

    Please read the Policy Documents carefully for full details of any Qualifying Periods, annual benefit limits and exclusions that apply.

    What are Qualifying Periods and how do Qualifying Periods work?

    There is a period of time that you will need to wait after the Policy Start Date before you can claim for some treatments. We call this the “Qualifying Period”.

    If any treatment is identified as being required or any treatment has been received during an applicable Qualifying Period, claims will not be approved, and you will not be reimbursed for any charges that you have paid. This applies to all insured persons named on the policy in your first year of cover and the first year of cover of any new insured person(s) added to the policy during your Policy Year, effective from the date they are added to the policy. The Qualifying Period for each treatment is shown in your benefit table.

    Does this policy cover NHS and private dental treatments?

    Yes, you can choose to visit any UK dentist, whether they are an NHS or private dental practice.

    Irrespective of whether you receive NHS or private dental treatment, your reimbursement will be the same, up to the annual benefit limits set out in your benefit table.

    Who can be covered under my policy?

    Additional adults can be added to the policy, although they must be your spouse, your partner, a sibling of yours, a child above 18 years old or a parent of yours and they must live in the same property as you. Up to three (3) additional adults are allowed on the policy, all will be on the same dencover plan as you and you must pay a premium for each individual insured.

    Eligible children can also be added onto the policy, although they must be a biological or legally-adopted child of you or your spouse, civil partner or partner, aged between six (6) months and 18 years at the start of the Policy Year and must live with you. Up to four (4) children can be covered and you must pay a premium for each insured child. We may ask to see an original birth certificate for each child.

    Can I claim for treatment following an accidental injury?

    Yes, we will cover dental treatment needed to restore your teeth and/or general oral health to their pre-accident condition. Accidental injury treatment cover applies worldwide, provided that you are on a holiday or business trip lasting no more than 28 days. Treatment must start within 48 hours of the accident and be completed within 30 days.

    We may ask for additional information such as police and hospital reports as evidence of any incident.
    Accidental injury treatment does not include:

    • injury caused by eating or drinking;
    • injury caused while playing sport unless appropriate head, face or mouth protection was worn when the injury was sustained; or
    • injury caused to your teeth, gums or mouth during any type of hospital procedure.

    Please see your Policy Schedule for full details of Accidental injury treatment cover.

    Can I claim for Emergency treatment?

    Yes, you can claim for urgent treatment completed during a single emergency appointment for severe pain or trauma to your teeth or mouth including, but not limited to, trauma that prevents you eating, acute infection(s), or controlling bleeding following a tooth extraction.

    The annual benefit limit listed in your benefit table for emergency treatment will also cover any emergency call out charges incurred, which means only the cost charged by a dentist or dental specialist to open a dental practice to provide emergency treatment outside of normal practice hours.

    Any claim for emergency treatment cannot include any permanent restorative treatment received during the emergency appointment. Any permanent restorative treatment received is subject to the limits set out in the benefit table for those treatments and the policy terms and conditions.

    Emergency treatment cover applies worldwide, provided that you are on a holiday or business trip lasting no more than 28 days.

    Please see your Policy Schedule for full details of Emergency treatment cover.

Jargon buster

Here we’ll help you to understand some of the commonly used jargon within dental insurance.
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Call-out fee

the cost of attending a dental practice outside practice hours when you're seen by a dentist or specialist.

Qualifying period

This is the set amount of time you'll need to wait before you can claim for certain treatments. Please see the Table of Benefits to see what qualifying periods apply to your cover. The qualifying period applies to each member

Additional adult

By additional adult, we mean your spouse, partner, siblings, children above 18 years old or parents who live in the same property as you. Up to 3 additional adults are allowed on the same level of cover as you and you must pay a premium for each insured adult.

Benefit limit

The most we will pay per year (unless otherwise stated) for treatment listed in the table of benefits

Emergency

We will cover urgent treatment completed during a single emergency appointment for severe pain or trauma to your teeth or mouth, including trauma that prevents you eating, acute infection(s), or stopping bleeding after removal of a tooth. This does not include any permanent work received during an emergency appointment - this will be subject to your routine policy benefits.

Benefit year

By benefit year, we mean the 12-month period from your policy start date and each 12-month period thereafter until your cover ends.

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