Employee Claims FAQs

Read our frequently asked questions

If you have a query about claiming or a claim you have made, you may find the answer below. 

If you are not able to find the answer to your query, give our team a call on 01962 828 007 (lines open 9am – 5pm Mon – Fri) or email us at [email protected].

FAQ Get answers

Employee claims FAQs

Please see below for commonly asked questions and answers

What cover am I entitled to?

My benefits

To find out what you are covered for, how much you can claim and your remaining benefits visit our online services at www.denplan.co.uk/employeeonline. Full details of exclusions and terms that apply to your policy can be accessed at any time using our online services.

What can I claim for?

Our policies cover a variety of treatments, what you can claim will depend on the level of cover selected.  To check your personal benefits you can view these online at www.denplan.co.uk/employeeonline 

What are restorative treatments?

Restorative treatments are treatments that are clinically necessary to restore the state of your oral health. This will include but is not limited to fillings, crowns, root canal treatment, bridges, implants, dentures, extractions, clinically necessary mouth-guards and periodontal treatment. 

Who can I see for my treatment?

Do I need to change my dentist when i join a Denplan plan?

No, you can see any dentist so there is no need to change dentists if you are already registered with one. 

Can I see any dentist?

Yes; we do have a network of dentists that offer discounts to our corporate patients so if you are looking for a new dentist, this is a great place to start. The Denplan Discount Network can be accessed through our online services.  Please visit www.denplan.co.uk/employeeonline to log in or register.

My dentist doesn't offer Denplan payment plans

That's okay; the corporate policies work in a "pay then claim" way so the dentist doesn't have to be affiliated with Simplyhealth. You pay for your dental treatment as normal when you have completed your treatment, submit a claim to us and we will reimburse you up to your benefit limits.

Can I see how much I have left to claim?

What benefits do I have left?

You can view your remaining benefits by logging into our online services at www.denplan.co.uk/employeeonline

When do my benefits refresh?

Your benefits will refresh on your policy renewal date. Your renewal date will be shown in your welcome pack and in the 'Your details' section of your corporate online account. Benefit allowances are for one year only and cannot be carried forward at your renewal date.

When and how can I start claiming?

Is there a qualifying period before I can start using my policy?

There is no waiting period to claim, except for the mouth cancer benefit which cannot be claimed in the first 90 days of your policy and our implant upgrade cover which cannot be claimed in the first 28 days. 

You can start making use of your benefits from your policy start date.  Restorative treatment can only be claimed if it has been prescribed to you whilst you were on cover. Restorative treatment that has been recommended or discussed with a dentist before your policy start date is excluded from your plan. For full details of this exclusion please see the 'General Exclusions' section of your terms and conditions booklet. 

How do I claim?

The quickest and safest way to submit your claim is through our website, you will need to register first with your policy number at www.denplan.co.uk/employeeonline simply tell us about your treatment and upload a photo or scan of your fully itemised receipt.  Alternatively, if for some reason you are unable to claim online you can complete a paper claim form and post this to us.

How long does it take for my claim to be reimbursed?

If your claim contains all of the information we need, we will usually be able to fully assess your claim within 5 working days. If you've made your claim online, we'll notify you by email when the status of your claim changes. If your claim is marked as paid when you view it online, funds leave our account instantly but can take an additional 3-5 working days to reach your account. If you do not supply all of the information we need, your claim may take a little longer to assess and we may return the claim to you for additional information.

Corporate Online Services (online claims)

What can I access using Corporate Online Services?

Our Corporate Online Services allows you to make and track claims on your Denplan plan, check what your policy covers, access the Denplan Discount Network and download a copy of your policy Terms and Conditions.

Where can I log in to Denplan Corporate Online Services?

You can login or register at www.denplan.co.uk/employeeonline.  If you have not used the site before, please have your policy number handy to register with. You can find this in your welcome communication that we sent to you when you joined your policy.

Where can I find my policy number?

Your policy number is located within the welcome pack that you will have received when you joined.  If you are unable to locate your pack, you can contact us on 01962 828 007 and we will be able to confirm your policy number.  You can also email [email protected] to request your policy number. Please be sure to include as much information as possible so that we can locate your policy, including the company you took your plan out through, your full name and home postcode.

Which email address should I register with?

You can register for an online account with any email address you would like to; it does not need to be a work email address.  If we need to contact you for more information about a claim you've made, we may do this by email using the address you provided. 

I've forgotten my password. How do I reset it?

You can reset your password by visiting www.denplan.co.uk/employeeonline and clicking on the 'forgot my password' button. Enter the email address that your account is registered with and we'll email you a single use password that you can use to login with. You'll then be able to choose a new permanent password for your account. 

Who can register for Corporate Online?

You can register for our online services account if you are a policy holder or a family member covered on a plan and are over the age of 18.

Who can make claims online?

If you are the policyholder (employee) you can claim for everyone covered on your policy.  If you are not the policyholder you can still make a claim but you will only be able to submit claims for treatments that you've had and won't be able to claim for other family members.

My claim is showing as paid online but I don't have my reimbursement yet.

If your claim is showing as paid in your online account, this means that we have made a transfer of funds to your nominated bank account. Funds leave our account instantly but can take up to 3-5 working days to reach your bank account. If your claim has been showing as paid for over seven working days and you've not received the finds to your bank account, please contact us.

What information do I need to send with my claim?

In order for us to assess your claim promptly and correctly we require a fully itemised receipt which confirms you have paid for the treatment you are claiming for and that the treatment has been carried out. If we do not receive this information it could lead to a delay in us processing your claim as we may need to contact you or your dental practice for more information. Some claims will require additional supporting information, for instance, injury claims and claims for emergency treatment need to include confirmation from your dentist that your treatment was given because of an injury or emergency.

Does my Denplan plan cover cosmetic treatment?

No, your policy only covers you for clinically necessary dental treatment.  Examples of cosmetic treatment include tooth whitening, orthodontic treatment where your orthodontic grading on the IOTN scale is 1-3 or placement of veneers to improve the appearance of your teeth.

What is 100% NHS reimbursement?

What does 100% NHS reimbursement mean?

The NHS has fixed prices for dental treatment.  If you have had NHS treatment you will be charged from a pricing band structure - Band 1, Band 2 or Band 3.  If you receive treatment from an NHS dentist at one of these fixed prices, you are eligible to claim 100% of the costs back from Simplyhealth. You can find the current prices of NHS dental treatment on the NHS website for your country of residence. 

What if my policy only covers NHS dental treatment but I want private treatment?

If you have selected a plan that only covers NHS charges and you do have private treatment, you are eligible to claim back the amount that your treatment would have cost if you had paid for NHS treatment. 

Dental injuries

What is a dental injury?

A dental injury as defined by your policy terms and conditions is an external blow to the face or mouth.  It does not include any damage done to teeth whilst chewing or biting.  If you are playing contact sports, you must have been wearing appropriate mouth protection for your claim to be valid. 

Is there a time limit for claiming a dental injury?

If you have sustained a dental injury you must make us aware of this within 6 months of the date of the injury.  You can only claim for treatment under your injury benefit within 24 months of the date of the injury. 

What do I do if I want to claim under my dental injury benefit?

Please notify us of your dental injury within 6 months, we will then need written confirmation from your dentist that the treatment you are claiming for is as a result of a dental injury.  You can claim in the normal way and include this confirmation from your dentist within your claim submission.  If you do not include confirmation from your dentist when you claim, we may need to send it back to you for you to provide further details.  

Dental emergencies

What is a dental emergency?

A dental emergency is a visit to the dentist which has not been planned in advance and is required to relieve dental pain, control infection or treat a condition which is causing a severe threat to your health

What if I need to go back for further treatment after an emergency?

Any subsequent treatment required after the initial appointment will not be covered under the emergency benefit.  However, if your level of cover includes 'Worldwide restorative dental treatment' you may be able to claim for the follow up appointments under this benefit. 

What do I do if I want to claim under my emergency benefit?

We will need written confirmation from your dentist that the treatment you are claiming for was completed during an emergency appointment.  You can claim in the normal way and include this confirmation within your claim submission. 

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