System Upgrade for Employers
In June, we are upgrading our benefits administration system and technology solutions. This upgrade will allow us to continue to provide best-in-class service including an improved customer experience and enhanced data protection.
Update: Claims Processing & Employer Portal Access
To support a smooth transition, portal information and related system features are being introduced in phases. The first phase is providing access to the employer portal and member portal, which is available now. While functionality will continue to expand, some features may be limited at this time as we complete the next phases of the transition.
- Claims: We are actively working to ensure our system upgrade is optimized to deliver the best possible experience. Claims are being released in a phased approach and expected to ramp up in subsequent phases as we continue to optimize system performance. As your claims are released, they will become visible on the employer portal and billing will be generated. We expect processing volumes to continue increasing as additional phases are completed and system performance is further optimized.
- Eligibility: Eligibility requests and files submitted during the transition are actively being processed, and we anticipate being fully caught up by next week. A small portion of our membership experienced an eligibility issue during this transition, which has been identified, and we are in the process of resolving it.
- Billing: ASC/self-funded groups that receive weekly claims bills will continue to receive weekly bills as claims are processed and subsequent phases of the transition are completed. Fully insured groups will continue to receive their bills mid-month. Current bills will continue to be available in the employer portal and can be downloaded as an excel or pdf file. Please contact your account manager if you need access to historical billing.
- Reporting: May reports will be available by mid-June. Please note that reports will reflect data through May 8 only, as claims received after that date have been temporarily held during the transition.
How will this impact your employees/members?
The new member portal is now available. Learn more and and be sure to share this information with your employees/members.
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Dashboard Overview
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Group Account Structure
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Delta Dental of Illinois Upgrade FAQs for Groups
- When is Delta Dental of Illinois' system upgrade occurring?
We are currently updating our benefits administration system. Additional communications, resources and assistance will be provided to you and your employees/members to help answer any questions you may have. Our team is actively working to make sure this is a seamless experience for our customers.
- What is changing?
Many of our changes will be behind the scenes affecting our administrative processes, but you will notice a number of changes including:
- A new look, enhanced functionality and better user experience on your online employer portal account.
- Changes to the look and format of bills and other correspondence materials available in the employer portal or from Delta Dental of Illinois.
- Changes to the structure of your group account number. Learn more>
- New portal URL – make sure you update your bookmarks!
- Existing active employer portal super users will receive new usernames and passwords. If you don't have an active employer portal account(meaning you haven't accessed your account in the past 12 months), you will need to re-register for the employer portal, if you are a group administrator.
- Will my group number and account structure change?
Yes. Your group number (also referred to as the top account number) will have 11 digits and will begin with six zeros, e.g. 00000012345. How we structure your account is also changing so you may see some other new account numbers on your billing documents, or in the portal, called sub accounts and sub sub accounts.
Bills will display information according to the above account structure with the attributes being tracked at the subscriber level.
- Employment Status: identify a subscriber as Active, COBRA, or Retiree.
- Employee Type: identify a subscriber as hourly, salaried, full- or part-time.
- Union Status: identify subscribers who belong to a union.
- Department: identify subscribers by their unique department within your company. If you do not track departments, this field will be blank.
- Benefit Plan: identify a subscriber’s benefit choice (e.g., High/Low, Standard/Premium).
Learn more about how the updated account structure will work.
- Can I use the same username and password for the new employer portal?
Super user accounts are only being migrated as part of our system upgrade. Super users are the designated main group contact and are responsible for setting up accounts with specific permissions for designated team members.
The super user for the account (group administrator) will receive a new username and need to create a new password now that the new employer portal has launched. Now that the portal is live, those who have super user accounts will receive an automated email with their username and a temporary password, which must be changed within 7 days. Your username will migrate to the new system as your email address. We’ll send reminders following the launch to help ensure a smooth transition.
Please note: If you are a super user and have not logged in to the Delta Dental of Illinois Employer Portal since June 2025, your account will not be migrated. In that case, you’ll need to re‑register to access the new employer portal.
This change will not impact how your employees/members login to the Delta Dental of Illinois member portal.
- If I am a super user, will I have to set up and provide access to my designated users?
Yes. To protect your group’s data and information security, after the system upgrade, you will need to set up any designated users for your group as no other user accounts will be transferred.
- If I set up a broker or consultant partner with access previously on my employer account, will they still be able to access the portal?
No. Any broker or consultant partner previously set up on your employer account will now have access through the broker portal. Brokers will request access and set up their own accounts. If you have set up the broker of record for your group account in the employer portal, please let your account manager or small group account management team know so we can ensure brokers set up their accounts correctly.
- What is changing for your employees/members?
Many of our changes will be behind the scenes affecting our administrative processes, but your employees/members will notice a number of changes including:
Visit our Member Upgrade webpage to learn more.
- What will not be changing?
Your online employer account will offer the same functionality you’re used to, just with a new look, enhanced functionality and better user experience. You’ll still be able to manage benefits, enroll and update employees, access and print ID cards, generate reports and view and download bills.
Customer service and account management phone numbers, emails and addresses will also not change. You will still be able to reach your account management and customer service teams with the same contact information you and your employees/members have been using. Also, DeltaDentalIL.com will not change and you and your employees/members will still be able to find what you need and search for a provider on our website. Please note: this change will not impact how your employees login to the member portal and your employees will not need new member ID cards.
- Will our data be secure?
Yes, all security and privacy for your employees’/members’ information is always prioritized by Delta Dental of Illinois. This upgrade will allow us to continue to provide best-in-class service including an improved customer experience and enhanced data protection. Technology is changing quickly as are our customers’ needs. We continually seek technology tools and solutions that best serve our customers and meet market demands. We are confident this upgrade will do just that.
Our technology upgrade will continue to offer more features to safeguard your information.
- Will there be downtime for any systems, the employer or member portal?
To ensure data integrity as we upgrade our system, the employer portal is being released in a phased approach. You now have access to the portal but not all features are activated. The first phase is providing access to the employer portal and member portal, which is available now. While functionality will continue to expand, some features may be limited at this time as we complete the next phases of the transition.
Members now have access to the portal but not all features are activated. To support a smooth transition, portal information and related system features are being introduced in phases. The first phase is providing access to the member portal, which is available now.
- How can I get more information?
You can expect to hear from us with regular updates. In the meantime, you can contact your account manager with any questions. You can also visit this webpage at any time for the most up-to-date information on this upgrade.
- How will the upgrade impact claims processing times?
We are actively working to ensure our system upgrade is optimized to deliver the best possible experience. Claims are being released in a phased approach and expected to ramp up in subsequent phases as we continue to optimize system performance. As your claims are released, they will become visible on the employer portal and billing will be generated.
- Where can I access the updated employer portal?
The employer portal will have a new URL, however, the current portal URL will redirect to the new one. You are still be able to access the employer portal at deltadentalil.com on the homepage.
- If I am a super user, when will I get an email with a username and temporary password to access the new portal?
Active employer portal super user accounts are only being migrated as part of our system upgrade, and those super users will receive an email with a username and temporary password by June 5, which must be changed within 7 days, to sign into our new portal. If you do not reset your password within 7 days, you will need to contact our enrollment team at 800-752-7971 so they can reset your password. To protect your group’s data and information security, after the system upgrade, the group's super user will need to set up any designated users for the account as no other user accounts will be transferred.
Please note: If you are a super user and have not logged in to the Delta Dental of Illinois Employer Portal since June 2025, your account will not be migrated. In that case, you’ll need to re‑register to access the new employer portal.
- Will my weekly or monthly claims bills look different?
- Are there any terminology updates or changes my group should be aware of?
As part of the Technology Upgrade, Delta Dental of Illinois will be using a “to” date rather than a “through” date in regards to termination of coverage.
What does that mean?
The Termination Date will now be entered as the first date without coverage, i.e the date after coverage has ended.
Currently, coverage is active through a particular date.
- Termination date = 12/31/2024
- 1/1/2024 THROUGH 12/31/2024. Last day of coverage is 12/31/2024.
Following our technology upgrade, it will be required to enter the date AFTER the last date of coverage or date up to which coverage was active.
- Termination date = 1/1/2025
- 1/1/2024 TO (but not including) 1/1/2025. Last day of coverage is still 12/31/2024.
(The termination date is now the first day without coverage)
The dates a member is covered haven’t changed, this is just a formatting change as part of our upgrade.
- How can my employees/members get their ID card?
Employees/members can access their ID cards through the portal or the Delta Dental Mobile App. If an employee/member is not yet registered, they will need to enter the primary member’s first and last name, member ID or Social Security number* and date of birth. *Employees/members can use their Social Security number to register for an account provided they are comfortable doing so.
General Billing FAQs
Fully Insured Groups: Online Billing FAQs
- What happens when I click the “Calculate/Approve Bill” button in the employer portal bills tab?
After enrollment changes are completed, when you select the “Calculate/Approve Bill” button, a new bill will generate to include your changes. If no changes are made, a new bill will not be created, and the existing bill should be used to submit payment. Learn more.
- Can I select the “Calculate/Approve Bill” button more than once?
No. You can only select the “Calculate/Approve Bill” button once, so all changes should be completed before clicking on this button. Enrollment changes can still be processed after the bill has been approved, but they will be reflected on the next month’s bill. If you do not have any changes, you do not need to select the “Calculate/Approve Bill” button.
- Can I download my Remittance in the employer portal?
Yes. The remittance page link is always available under Current Bills within the Bills tab.
- Can I make a payment online?
Payments cannot be made online, but fully insured groups can sign up for automatic draft of monthly premiums on our employer portal. If your group is set up with an electronic payment method (ACH), the debit entry will be initiated on the first business day of the month for the current month’s premium. Learn more about how to set up ACH payments online.
- Can I update my automatic draft information online?
Yes. Changes to your automatic draft information can be completed online within the Bills tab.
- Can I cancel my automatic draft information online?
No. To cancel your automatic draft, written notification must be sent to billing@deltadentalil.com. Notifications should be sent thirty (30) days prior to the monthly draft discontinuation effective date.