myD and dencover

Are you a {my}dentist patient looking for the dencover offer?
Check your flyer for the full web address

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.

  • 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.

    When do my annual benefits start and end?

    Your plan benefits start on your Policy Start Date in line with the Qualifying Periods. Benefits are available for 12 consecutive months from the Policy Start Date until the Policy Renewal Date, both of which are set out on your Policy Schedule. We call this your Policy Year.

    Your policy shall automatically renew on the Policy Renewal Date and will continue until your policy is cancelled by you or us, as permitted by the policy terms and conditions. We will provide you with all your policy renewal details approximately 30 days prior to your Policy Renewal Date. You may opt out of your automatic renewal following receipt of your policy renewal details before your Policy Renewal Date in any of the following ways:

    • By e-mail: info@dencover.com
    • By letter: dencover, Milton Court, Dorking, Surrey, RH4 3LZ
    • By phone: 0800 180 4505

    We reserve the right to review and change your premiums and will provide you with all details prior to your Policy Renewal Date giving you 30 days’ notice in advance of any change in writing.
    We may choose not to renew the policy by giving you 30 days’ notice in advance of your Policy Renewal Date in writing.

    Can I make a change to my policy throughout the year? (add/remove/up/downgrade)

    If you wish to make a change to your policy, please refer to the relevant section in the policy schedule or call 0800 180 4505

    Why do I make two payments in my first month?

    At dencover we collect premiums one month in advance. We will collect your first premium around 14 working days after you initially sign up. We will make an additional collection to cover you for month 2 in your 1st month.

    When this second premium leaves your account depends on your nominated DD payment day. If you nominate a DD payment day within the 14 day set up period, your first collection will be a double collection.

    If you nominate a DD payment date after the 14 day set up time, we’ll take two separate payments. The first collection about 14 working days after your sign up and the second will be on your nominated DD date.

    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.

    How do I make a claim?

    To make a claim:

    1. Go to the My Policy page which is the members portal and login using your dencover username and password (registration required to gain access).
    2. Select ‘Make a claim’ from the member portal menu, enter all of the required treatment details and upload a scan or photo of your receipt.
    3. Once the online form is fully completed please ensure that you click ‘Confirm and submit claim’ to send your claim to us.

    When can I add or remove someone from my policy?

    You can add eligible additional persons to be insured at any time during your Policy Year and the change will take effect at the start of your next full month of cover.

    You can remove an insured person by giving us 30 days’ notice in writing. We will not refund any premiums you have already paid and will also apply a 3 year exclusion period. This means that the individual cannot take out a new dencover dental insurance policy for 3 years from the date that the cancellation takes effect. There may be some circumstances in which we will waive this exclusion period. You should contact us if you believe that the exclusion period should not apply.

    What changes can I make to my policy?

    You can make a change to your policy such as change your plan or add or remove an insured person during your Policy Year. Pease see your Policy Schedule for full details on how to make a change.

    Can I change my plan during my policy year?

    Yes, you can change your plan once during your Policy Year. This change will take effect at the start of your next full month of cover. This will be based on your Policy Start Date and any changes will not affect any of your Qualifying Periods.

    How do I cancel my policy?

    You have 14 days from your Policy Start Date (otherwise known as the ‘cooling-off period’) to cancel the policy by contacting us. We will refund any premiums you have paid, providing no claims have been made on the policy.

    After the cooling-off period, you can cancel the policy at any time by giving us 30 days’ notice in any of the following ways:

    • By e-mail: info@dencover.com
    • By letter: dencover, Milton Court, Dorking, Surrey, RH4 3LZ
    • By phone: 0800 180 4505 (Monday - Friday from 9am-5pm)

    We will not refund any premiums you have already paid and will also apply a 3 year exclusion period. This means that you, and anyone else insured on the policy cannot take out a new dencover dental insurance policy for 3 years from the date that the cancellation takes effect. There may be some circumstances in which we will waive this exclusion period. You should contact us if you believe that the exclusion period should not apply.

    We will not approve any claims for treatment that are carried out after the policy cancellation date.

    Will you pay my dentist directly once I’ve had my treatment?

    Your treatment must be completed and you must have paid for it in in full before any claim will be processed. Once you have paid for your treatment, you can claim reimbursement towards the cost by visiting https://mypolicy.dencover.co.uk/ and login using your dencover username and password (registration required to gain access). You can find further information in your Policy Schedule in the “How to make a claim” section.

    How does my policy renew?

    Your policy shall automatically renew on the Policy Renewal Date and will continue until your policy is cancelled by you or us, as permitted by the policy terms and conditions.

    We will provide you with all your policy renewal details approximately 30 days prior to your Policy Renewal Date.

    You may opt out of your automatic renewal following receipt of your policy renewal details before your Policy Renewal Date in any of the following ways:

    • By e-mail: info@dencover.com
    • By letter: dencover, Milton Court, Dorking, Surrey, RH4 3LZ
    • By phone: 0800 180 4505 (Monday - Friday from 9am-5pm)

    We reserve the right to review and change your premiums and will provide you with all details prior to your Policy Renewal Date giving you 30 days’ notice in advance of any change in writing.

    We may choose not to renew the policy by giving you 30 days’ notice in advance of your Policy Renewal Date in writing.

    What should I do if I’m having payment difficulties?

    If you are struggling to make your policy premium payments, please contact us and we can discuss available payment options with you.

    You can contact us in any of the following ways:

    • Through the member portal You can find the members portal by going to the My Policy page and log in using your dencover username and password (registration required to gain access).
    • By e-mail: info@dencover.com
    • By letter: dencover, Milton Court, Dorking, Surrey, RH4 3LZ
    • By phone: 0800 180 4505 (Monday - Friday from 9am-5pm)

Jargon buster

Here we’ll help you to understand some of the commonly used jargon within dental insurance.
Chat with us to suggest more jargon for us to bust!

Start date

the date when cover under this policy starts, as noted on the policy schedule.

Treatment

By treatment, we mean any listed dental procedure shown on the benefit schedule which is carried out to maintain or restore your dental health, including treatment as a result of an accident/injury and treatment for mouth cancer.

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

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.

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.

Primary member

By primary member, we mean the insured person who purchases the policy. You must be 18 years or older and permanently living in the UK (we cannot accept a PO Box or ‘care of’ as a permanent address).

See all jargon busters