Coronavirus FAQs for Dentists

As a result of the COVID-19 pandemic, we are working to ensure that you and your patients, our members, continue to receive the high level of service you have come to expect. 

Below is a list of frequently asked questions and the responses for our providers in regard to your patient's dental plan. Please continue to contact us with any questions or needs you may have.

Will Delta Dental of Illinois’ customer service be available for patients and will claims continue to be processed?

Our customer service team will continue to be available to answer any questions and assist patients, our members, during this time. Please note that we are adjusting our customer service hours to 7 a.m. to 5 p.m. Central Time, Monday through Friday, for group members, or members who receive dental benefits through a group or employer. Our customer services hours for individual members, or members who purchase a dental plan on their own, will continue to be 8 a.m. to 5 p.m. Central Time, Monday through Friday. Visit our Contact Us page for more information.

In addition, any claims we receive will also continue to be processed.

Providing a high level of service to our members, groups, brokers and dentists is a top priority, and it will be business as usual in terms of the service we provide you.

Does Delta Dental of Illinois intend to give providers or patients an extension on the amount of time they have to submit a claim?

Providers and patients, our members, have 15 months from treatment date to submit a claim. We are extremely hopeful that COVID-19 will not delay claim submittals past this standard 15-month filing time. However, If a member or provider needs an extension on a claim due to this national emergency, we will handle these on appeal as needed.

Can a network dentist charge members for PPE (Personal Protective Equipment) expenses?

Delta Dental of Illinois’ network agreements do not allow network dentists to bill charges like this directly to our members. Per our agreement with network dentists, infection control is included in the services provided to Delta Dental of Illinois members and may not be charged as a separate fee.