Important Notice to Our Members about Delta Dental Service

We will be implementing important system enhancements from September 26-30. Below are some of the improvements that you will experience beginning on October 1 and some information on what you can expect during this time period. 

Knowing your time is valuable, system improvements will be implemented that will give customer service agents faster and more streamlined access to information so they can serve you better. Agents will be able to provide members more robust information in a more efficient manner, enabling callers to spend less time on the phone. 

In October both dental offices and Delta Dental members are scheduled to start receiving our new Explanation of Benefits (EOB) and pre-treatment estimate (PTE) forms. Developed in consultation with dentists and members, the new forms contain more information than before and have been reformatted, making them easier to read. You can find a preview of the new EOB and its features on our Web site.

These enhancements also expand the capabilities of our automated voice response system, providing improved navigation and quicker access to the information most important to you. 

While there could be some temporary service interruptions during the transition period, we have planned our implementation schedule for this time of the year in order to minimize inconvenience to our customers. “We specifically chose this timeframe because it’s when we traditionally receive the fewest claims and calls to our service center,” says Bruce Silverman, Senior Vice President, Claims and Customer Service. “Additionally, this time of the year afforded us our best opportunity to reduce our claims inventory. We are current with our claims entering this transition period.” 

Please note that according to our schedule all claims received the week of September 24 will begin to be processed on October 1. Also, we currently anticipate that communication with Delta Dental will be somewhat restricted as follows:

• Customer Service will operate on a limited basis on Thursday and Friday, September 27 and 28.

• Benefits Connection and Customer Service’s automated voice response system will be unavailable on September 29 and 30.

We plan to return to full service on Monday, October 1.

Transition Timeline:

September 25: Last day claims processed until October 1.

September 27-28: Limited access only to Delta Dental’s Customer Service Department.

September 28: Last day for using online Benefits Connection and automated voice response system for inquiries.

September 29-30: Benefits Connection and Customer Service’s automated voice response system will be unavailable.

October 1: Benefits Connection, automated voice response system, Customer Service, and claims processing return to full service. New EOB and PTE features scheduled to begin.

For ongoing updates regarding the status of our system enhancements, please visit our Web site, www.deltadentalnj.com.