ComplaintsforDelta Dental of Massachusetts

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Initial Complaint
09/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In May 2024 I moved to a new apartment and forgot to update my address with Delta Dental of MA. As a result, my auto-payment on my policy was declined by my bank because the addresses didn't match, which caused Delta Dental to stop auto-payment altogether. A short time later, I received a notice that my payment was past due, so I rectified the address problem and paid the past due amount to keep the policy current. A month later, I received another notice informing me that the amount was past due again. I contacted the Delta Dental finance department to let them know the address had been updated and they just needed to resume the auto-payments, but was told I needed to go through the member (customer) portal online. When I attempted to access the member portal, I was repeatedly given an error message and could not access my account. When I contacted customer service, I was informed the portal wasn't working, but they still couldn't help me resume auto-payments and pay the past due amount. A few days later, after a significant amount of time on the phone with customer service, I was able to resolve the issue and pay the past due balance, bringing it ************* (9/6) I received an email from Delta Dental finance informing me that my policy has been canceled because of an unpaid past due amount. The Delta Dental finance department is entirely unhelpful and customer service is not much better; both insist I need to update everything through their member portal, which by their own admission doesn't work. Despite their terrible customer service and broken system, I did what was required of me to make the policy current, yet it was still canceled.
Business response
09/11/2024
As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly
to the member regarding his/her complaint.
Initial Complaint
08/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
**************** line is horrible. Was on hold for an hour. Someone picked up and then hung up on me. Called back. Had to talk thru it all again bc first car made no notes or case #. Then I had to get transferred all over again. Currently still in hole. Its been an hour and twenty minutes this far. I cant do online because I retired and claim is from when I was insured with them but now my policy is canceled so online doesnt recognize me as active account. Absolutely horrible. Over two hours and Ive accomplished nothing. Theyre denying a claim but I had coverage for six months from them and claim is during that time period.
Business response
08/29/2024
As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly to the member regarding his/her complaint.
Customer response
08/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
08/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I need to upgrade my insurance with Delta Dental. I contacted them on Aug 9, 24 and was told I could upgrade and it would start September 1, 24. I tried several times to contact them by phone but after waiting 50 minutes I hung up. Today I finally got through after 35 minute wait time and was told it was to late and would not start until October 1, which is an issue for me right now. Also I cannot log into my account and I was told I had to do it by their web site which was not explained to me in my origianl call. I asked to speak to someone over the manager and was told no one would talk to me. I have attached my letter of complaint to them for your use.
Business response
08/23/2024
As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly
to the member regarding his/her complaint.
Initial Complaint
08/19/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a reimbursement on a claim on 8/3/2024. Because Delta was reimbursing me less than half of the expenses, I was confused. They claim that they cover 100% of expenses (see attachment), even for out-of-network practitioners, but they also say they won't pay past the "maximum plan allowance" without specifying what that number is. So what they mean is that they will pay 100% but only if it matches or is below some number, which I'm sure is rare, so that's misleading at best. They also charged me for a service (fluoride treatment for sensitivity) because I am "over the age limit" for it; I am not sure why age discrimination for a service my dentist feels is necessary is legal. I called their office to try to understand. I was on hold for 40 minutes before giving up. I tried two more times on other days with the same result. On 8/13/24, I sent a message through their website that still has not been answered today (8/19/24). I am fully aware that I might not understand the reimbursement and that what I have might be correct (even though it seems wrong to me--don't say you cover 100% of expenses if you don't), but Delta's complete lack of customer service makes discussing the problem impossible. Other companies who don't hire enough customer service employees will take your number (automatically) and call you back, or reply to emails submitted within their websites. Why can't Delta Dental do the same?
Business response
08/20/2024
Delta Dental of Massachusetts is in receipt of the inquiry from the ************************ on behalf of our member. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.

Based on the information provided by the Better Business Bureau, we will investigate the issue and contact our member directly regarding the outcome.
Customer response
08/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I submitted an email query to Delta Dental 10 days ago (8 business days), and I have received no reply. I have tried repeatedly to reach the business by phone, and each time I am on hold for a ridiculously long period of time (e.g., 40 minutes). The response received three days ago indicates that Delta Dental will reach out to me, but to my knowledge, the company has made no effort to contact me in any way.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business response
09/04/2024
On behalf of ***************** I called member today to no avail. However, I left her a Voice Message. Please note, her case was resolved and closed on 8/20/24.
Initial Complaint
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Saw my dentist twice in February and paid out of pocket for the exams as my dental provider has like many others changed there policy as getting reimbursed from delta dental is nearly impossible. The claims were submitted by my dental office. I did not receive a reimbursement check from delta dental in March so I made my first phone call. They said they would send the check but it may take a few weeks to come. By May I still hadnt received the check and called again. I was told I would receive a check in two weeks. I called again on 8/6/2024 spoke with ****** and was told the check never went out and they were escalating the claim. I called today 8/16/2024 spoke with ********* and was told the check was not processed on 8/6 and that they would reissue the check today. I asked to speak with a supervisor and was put on hold. The *** came back on the phone and relayed that the supervisor stated the check would be reissued, but that I would have to wait 60 days for processing. The *** was ready to end the call until I asked if I was not allowed to speak with a supervisor. It seems absurd after 6 months of waiting for this reimbursement check that I have wait an additional 60 days. When I spoke with the supervisor ******* she told me they cant escalate it because an investigation has to be done. I continued to press the fact that 60 days will be 8 months out from my original appointments she then told me it should be done in 7-14 days. Im tired of the run around and different answers from different people. I just want to be reimbursed fairly.
Business response
08/19/2024
As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly
to the member regarding his/her complaint.
Initial Complaint
08/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been paying for insurance for months and Delta Dental is refusing to give me access to my account or use the service. *** contacted them repeatedly and they are not longer even replying to me. So they are just taking my money and not giving me actual insurance coverage. Theyre a complete sham.
Business response
08/16/2024
As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly
to the member regarding his/her complaint.
Customer response
08/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
They completely lied in their response. They have not contacted me, replied to my messages, or given me access to the account I am paying for. At this point theyre just stealing my money and not offering me any insurance coverage in return. This borders on fraud.

Regards,
Kayla

Business response
08/29/2024
Delta Dental of Massachusetts is in receipt of the inquiry from the Better Business Bureau. As such, we will provide a response within 30 days directly to the member regarding his/her complaint.
Business response
09/18/2024
Delta Dental of Massachusetts is in receipt of the inquiry from the Better Business Bureau on behalf of our member. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.

Based on the information provided by the Better Business Bureau, we will investigate the issue and contact our member directly regarding the outcome.
Initial Complaint
08/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My dental office accidentally scheduled my checkup May 9, 2024, a week early according the policy that had never happened before and was told to have the dentist submit the considering the coverage to cover the fee. My dentist just notice me that Delta is refused to cover my checking and cleaning.It has been impossible to reach anyone regarding a clam. I have spend hours try to call for many days and email to ******************************************************* without any response. Please help.Thank you
Business response
08/14/2024
As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly
to the member regarding his/her complaint.
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My dentist contacted me again about Delta Dental requesting me to call to discuss my previous employment. Delta Dental has denied benefits because I need to verify when I left my last employment. I have already called them regarding this issue. I have given them the information required. Multiple times. They still keep telling my dentist I have to call them. Each time I call I am on the phone for long periods of time. No claim has been paid to date. No explanation why. Last time the customer service representative called my dentist and said it's taking to long so she has to transfer me to another claim representative. No one answered. The matter is still unresolved without explanation from delta dental.
Business response
08/06/2024
Delta Dental of Massachusetts is in receipt of the inquiry from the Better Business Bureau on behalf of our member. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.

Based on the information provided by the Better Business Bureau, we will investigate the issue and contact our member directly regarding the outcome.
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***************************** had dental insurance coverage with Delta Dental of Massachusetts for him and his wife, *****************************, until June 16, 2024. The dental insurance was provided by his former employer, Raytheon Technologies. His date of birth is October 20, 1952. His member number is 911694171.Since he and his wife live in **********, they enrolled in Delta Dental of **********. Delta Dental of California has asked for a Certificate of Credible Coverage (certificate) showing the start and end date of their dental coverage with Delta Dental of Massachusetts. The certificate is needed so Delta Dental of California can waive the six-month waiting period for dental services.***** and his daughter, ***********************************, have called Delta Dental of Massachusetts on multiple dates requesting the certificate. During every call, a new representative submits a follow-up to the request. It has been over 15 days and ***** has not received the certificate. Here are the dates of the calls made to Delta Dental of Massachusetts:6/27/2024 6/28/2024 7/1/2024 7/8/2024 7/15/2024 Cesars request has been ignored for a significant amount of time. He feels a fair resolution is for Delta Dental of Massachusetts to provide the certificate. Thanks,*****************************
Business response
07/16/2024
Delta Dental of Massachusetts is in receipt of the inquiry from the Better Business Bureau on behalf of our member. As the administrator of dental benefits, we are committed to the privacy and security of patient health information.

Based on the information provided by the Better Business Bureau, we will investigate the issue and contact our member directly regarding the outcome.
Customer response
07/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Customer response
08/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Hello Delta Dental of Massachusetts, I am writing to follow-up with Reference Number **************. I have called multiple times requesting a Certificate of Credible Coverage (CCC). On 6/28/2024, *****************************, representative from Delta Dental of California spoke to a representative from Delta Dental of Massachusetts, while I, *****************************, and my daughter, ***********************************, were on the phone. ******* clearly explained during the call that ***** needed a Certificate of Credible Coverage that had the dates of coverage AND dental plan coverage details. In other words, ******* explained that a summary of benefits was needed. The representative from Delta Dental of Massachusetts mistook the request by sending ******* and later ***** a Termination Letter that had dates of service.

I need the Certificate of Credible Coverage so that Delta Dental of California can waive the six month waiting period. My daughter and I have called multiple Delta Dental of Massachusetts multiple times.

As of today, I have not been sent the information that I requested. After I contacted the Better Business Bureau, I was sent a Termination Letter. Once again, I did not originally request a Termination Letter.

I would like to put my request in writing to avoid any further confusion. I am requesting that the following items be included in the letter:
1.) Confirmation that ***** and ***************************** had coverage from Delta Dental of Massachusetts from January 1, 2022 through June 16, 2024
2.) Name of the Dental Plan
3.) Confirmation that the dental Plan was a PPO
4.) Summary of the benefits (see attachment for an example).

The letter should detail on
a. The services covered
b. Annual maximum benefit
c. % covered after deductible is met
d. Deductible amount

Please send the letter to email *************** and mail to my address ***************************************. Please do NOT send the letter directly to *******. She stated that there is security in place for emails and it would be best for me to send her the letter directly to avoid any possible firewalls with her network.

I would like for my request to be answered promptly and with great care.

My daughter and I have contacted Delta Dental of Massachusetts on 6/27/2024, 6/28/2024, 7/1/2024, 7/8/2024, 7/15/2024, and 7/17/2024. If you have any questions, please feel free to respond directly to this email or call ************.

Enclosures to this email include: 1.) An example of a summary plan description 2.) ***************** with ******* explaining that the Termination Letter is not sufficient 3.) Copy of the Termination Letter received

Thanks,
*****************************
Business response
08/29/2024
Hello,
We apologize that the member did not receive the information he was seeking. We had provided the termination letter as this provides the dates that coverage was in effect. This information is not provided in the Certificate of Creditable Coverage. In response to the request for additional information, we emailed the member a copy of the termination letter to evidence the period of coverage. We also emailed the member the Summary of Benefits that provides all of the associated benefits plans.
Thank you,
***************************
Initial Complaint
07/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Applied for coverage.was told dentist and procedure was both in network and covered.Was told to hurry and send check for April 1st coverage.Did so,sent out 26th of mar, delta dental received and cashed it on mar 28th. Upon mailing on the 26th of mar,contacted dentist to confirm coverage was to take place for work to be done.They asked who was my insurance.They told me that they were not in network,which was contrary to what customer service told me.Also that work to be done due to the missing tooth clause,would as well not be covered.Again contrary to what customer service told me.Within hours,called DDental.on the 29th snd explained to them that they mis informed me and that I did not want coverage.Asked them on mar29th to void out everything,and return my amount that they deposited.Thry still had or have an account open!!! I keep getting bills and I want this resolved as soon as possible and my refund to be returned to me.it was received and deposited,cashed 3,28,24.Soonest action necessary. THANK YOU *********************.
Business response
07/17/2024
As the administrator of dental benefits, we are committed to the privacy and security of patient information. As such, we will provide a response directly
to the member regarding his/her complaint.
Customer response
07/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Guy

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ComplaintsforDelta Dental of Massachusetts

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