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.

  • How do I complain?

    Please contact our Complaints Representatives in any of the following ways:

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

    If it is not possible to fully resolve your complaint straight away, we will acknowledge your complaint within five (5) working days of receipt. One of our complaint representatives will investigate your complaint and keep you regularly informed of progress. We will inform you of the results of the investigation as soon as possible.

    How can I contact dencover?

    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:
    • 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!


We will cover dental treatment needed to restore your teeth and/or general oral health to their pre-accident condition. We may ask for additional information such as police and hospital reports as evidence of any incident. Treatment must start within 48 hours of the accident and be completed within 30 days.

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

Pre-existing condition

By pre-existing condition, we mean a medical or dental condition (except for pre-existing periodontal conditions), injury or illness that

• the insured person knew about or
• had treatment recommended/planned by a dentist

in the 12 months before the started and returns within 24 months of the policy’s start date


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.

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).

Start date

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

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