Business Profile

Dental Plans

Delta Dental Insurance Company - Georgia

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Complaints

This profile includes complaints for Delta Dental Insurance Company - Georgia's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

175 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/05/2022 I was at my dental office and was informed that Delta Dental Cancelled my policy without my knowledge. I have been paying into my policy on each pay period. I contacted my benefits and human resource department. They documented that Delta Dental cancelled the policy in error and were to reinstate without a lapse. I was forced to pay out of pocket for my dental visit. I spoke with delta dental and was told the policy would not be reinstated until the first of the year. I have asked for them to reimburse the money I paid, and they will not at this time. I would like to be contacted by them, refunded and reinstated. The contract number is ********** and group number is *****
Business Response
Date: 12/09/2022
Good evening,
Your complaint has been submitted to our grievance and appeals team. Correspondence will be sent directly to you due to no HIPAA authorization filled out with the Better Business Bureau.
Thank you.
Initial Complaint
Date:12/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Mom passed away on December 31, 2020. I mailed her death certificate to Delta Dental two weeks later. Delta Dental proceeded to withdraw two premium payments ($96.96 total) from my ********** account. A refund check was sent to my Mom's address. My Mom died without a will so there needed to be a probate. Due to COVID and the unfortunate back log of deaths, the probate took longer than anticipated and we (my Aunt and I) did not receive a letter of administration until September 2022. I called Delta Dental and asked for the check to be reissued to the estate. They said ok, sent the request to billing and said the check should be received 2-3 weeks (***** business days once the request was approved). Three weeks later, I called to say the check had not been received and I needed to mail in the letter of administration from the lawyer. The letter was mailed. I called 5 weeks later and was told that it has been received and they are working on mailing it. Called again a few days later, confirmed it was mailed. After waiting 3 weeks, it has not arrived. Called yesterday and was told someone would call me back after tracking it, no one called back. Called today who told me it would be another ***** hours before hearing from someone. In addition to the above statement, most representatives were unprofessional. I encourage supervisors to play the recorded calls. This has been a long painful process for my family. Having to keep repeatedly that my Mom has passed and then customer service representatives not even acknowledge it has been the worst of it all. By law, the check is needed to close the account or we would just forget about it.
Business Response
Date: 12/09/2022
Good evening *******,
Sincerest apologies for the inconvenience this has caused you and your family. Please allow me to rectify this situation any way I can. Can you please provide me with your mothers id number and her name so I can assist. If there was a power attorney appointed as well please advise.

Thank you,
******************
Customer Answer
Date: 12/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for them to further assist me.
My Mom's (******* Winding) enrollee ID number is ************. The executor for the letter of administration is my Aunt, ************************* (long story short, both my Mom and ******* passed away during the pandemic and one executor is preferred to move through the court system). The court paperwork is on file with my Mom's account. In addition, my Aunt is blind so this is why emails are coming from me.
Thank you for your time with this sensitive matter. It is much appreciated from my family.
Warmly,
*******************************
Initial Complaint
Date:12/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Inexcusable hold time on phone to simply ask a question about purchasing a dental plan. Waited 3 hours, but no answer. Below is an email I'm sending to the company (Delta Dental)Ive been trying to contact a sales agent at Delta Dental for almost 1 week. My current plan is about to expire and I need to purchase a new one. I called on two separate days, but after waiting one hour each time, I gave up (all I got was a continuous message all representatives are busy, please hold for next agent. So I decided to call a third time, a different day. This time I waited 3 hours, but again, no one answers, and same old message to wait for next available agent. Below is a screenshot of my phone which shows the time elapsed was 2 hrs 47 minutes when I shot the photo.I still waited beyond that time. I waited 3 hours and then gave up again. Can a sales agent please call me? I live in Georgia and need a new dental plan. My name is *******************, with cell phone ************.
Business Response
Date: 12/09/2022
Good afternoon,
Please advise the number you are calling to try to enroll in a plan? You are also more than welcome to research the website for individual policies, Deltadentalins.com

Thank you.
Customer Answer
Date: 12/09/2022

Complaint: 18526906

I am rejecting this response because:
I called every number available for Delta Dental. The first was Delta Dental of Georgia at **************. Called two different days and waited over 1 hour each day, no one answers the phone. I called a third number ***************) which was given to me by an email reply from Delta based on a message I sent through the Delta Contact Us tab. Here is the Delta Dental email message (note the bad grammar): Please contact us at ************** and listen to the prompts. You will be transferred to our Sales Team and a member of the Sales Team will assist your. You can also to to www.deltadentlains.com and click Shop for Insurance. You will see contact information, incase you need to speak to someone. Sincerely, ******************, Delta Dental Insurance Company.
That number ************ was only a corporate customer service agent for **********************, who told me I needed to speak with someone in Sales. She gave me the Sales number **************. I called and waited over 3 hours, but no one picked up the phone. I called my dentist who told me Delta Dental is the worst, and recommended I shop with another carrier. Dentist told they have waited over 5 hours sometimes for someone to answer. That's all I needed to hear....I'm done with Delta Dental. I'm now with Cigna who has good customer service, and more reasonably priced plans anyway!! Good riddance to Delta.
*******************

Business Response
Date: 12/12/2022
Good evening,

Sorry to hear that and thank you for the feedback.
Initial Complaint
Date:11/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I believe at the beginning of July 2022 I spoke on phone to the representative, regarding denied payment for the dentist's services. According to our conversation, she strongly recommended that I shall collect documentation from the dental office and send it to the insurance company for further approval. I also explained to her and to the dentist's office manager (on the phone) that the original estimate was very different and much cheaper (more than $800 less; to which I agreed, at the first appointment in the office). I do not know, but apparently, someone didn't send an estimate for dental work to the insurance office in a timely manner for review and approval, so I refuse to be held responsible for the financial mistakes that were made in the dentist's office that were not made through my fault.Hopefully, as the office manager (or office clerk) personally promised to me, all my medical records from the dental office of **************************** D.M.D. have already been sent on request to the Delta Dental Insurance office by July or August 2022.Unfortunately, now is not the best time to make financial mistakes, like doing dental work without the full approval of the insurance company. Besides, I cannot understand why I did not receive any written response from Delta Dental Insurance regarding my complaint.P.S. The dental treatment was almost completed; however, I began to feel discomfort in my mouth since the bite of the four front teeth is a little crooked and the gap is about 1 millimeter, which makes it uncomfortable for me to chew. During the second appointment, I informed the dentist about this, because, unfortunately, the first time I did not feel anything due to anesthesia.
Business Response
Date: 12/07/2022
Good morning,
Your complaint has been submitted to the appropriate department, please allow 30 days of review.

Thank you.
Customer Answer
Date: 12/08/2022

Complaint: 18467664

I am rejecting this response because:
As I understand it, in this email, the company confirmed that they received my written grievance on November 27, 2022.
Before sending a written complaint, I repeatedly called the appeals department at tel. ************, but that was simply impossible to get through!
As stated in the company's response, I must wait 30 days from the date of receipt and a written decision will be sent to me. I'm afraid that while your company will consider my claim, BBB. org will likely close my claim.
I do have specific questions to the Grievance and ****************** and frankly saying I have no idea how I will use shown phone number because it was simply impossible to get through!
In addition, I got the *** file with my dental documents but without any explanation what I should to do with it.
Sincerely,

*************************
Business Response
Date: 12/09/2022
Good afternoon,
To clarify the receipt date of November 27 of your complaint was this complaint through the Better Business Bureau. Prior to this Delta Dental only received phone grievances which is not accepted by your plan. Please ensure you are reaching out to Grievance and Appeals at the appropriate time, ************, Monday through Friday from 7:00 am to 5:00 pm Pacific time. You may also reach out by email, **************************************.

Thank you
Customer Answer
Date: 12/12/2022

Complaint: 18467664

I am rejecting this response because:
The first thing I did was sent a first-class letter with my Grievance in the middle of November to:
Grievance and Appeals, **************************************************************************, I can't reach email: ************************************** (I copied and pasted in case of any errors) or https //www.************************************** - does not exist.
As for calling the number today I again repeatedly called the appeal department on tel. ************, but it was simply impossible to get through!
Apparently, them already celebrating Christmas Holidays.
Anyway, please send me real (useful) email address or re-route my complaint to the right department yourself. It will be appreciated!
In addition, please, see attached PDF file ***************** - Copy (002) (FROM 12/08/2022) - Summary of claim information (five pages), where I found out my wrong address.

Sincerely,

*************************
Initial Complaint
Date:11/24/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have evidence of Delta Dental ** forging documents stating I had a gap in my insurance with there company, when I had 18 months with cobra, meaning I still had up until December 30, 2022 left, not September 30, 2022. Delta Dental kept my funds that I paid in October 01, 2022. Delta Dental allowed me to start a procedure, knowing this procedures takes multiple visits to the dentist. Im suing Delta Dental for corruption and conspiracy. My cobra insurance ends in December 30, 2022, so wheres the gap at in my insurance? To get a plan with delta dental insurance you have to wait a year before I get any major dental work done like implants. I was approved for two implants by Delta Dental in December of 2021 which last for a year, so what happened to that approval? Delta Dental kept that approval and used my new benefits that started ** ** in January 01, 2022 for my 2 implants 5 and #** I have evidence that I need to present as well as recordings as I was given this information by Delta Dental agent
Business Response
Date: 11/28/2022
Good evening,
Can you please explain what your expected outcome of this is? It seems your Cobra administrator sent information for your plan to end as of 9/3022, this is not a plan you make payments to Delta Dental for therefore we do not control your eligibility. As far as your pre-estimate submitted last year they stay on file for up to a year that they were received to date, so in 2021 those were based off the benefits you had left, since you had the actual procedure done in 2022 those benefits were used instead.

Thank you.
Initial Complaint
Date:11/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are a ********************** in ******* trying to get an issue resolved with Delta Dental Provider Concierge (https://www.deltadental.com/us/en/about-us/contact-us.html). The issue has been submitted to Delta Dental for almost 2 months now under SR#******. Someone inside the Delta Dental company deleted us as a Provider from their National Database which has prevented us from being able to submit claims and get paid for months. The issue has been unresolved despite of numerous follow *** for almost 2 months. This is also impacting our service to our patients. It's really frustrating how can it take this long to resolve this issue. The only answer I keep getting is that "we have escalated it" and then radio silence until I call again. I ask for supervisor call back and no one calls back either. I ask to talk to the supervisor when I call, they keep saying no one is available and that someone will call in 48 hours which has never happened the last 3 times I have been told so. The fact that someone can delete a Provider in this manner from a National Database in itself is a big security issue that the company needs to address but for more immediate solution we need them to restore our record so that we can start getting reimbursed for our claims and focus on providing quality service our patients (and btw their customers too since these patients are insured by delta dental) instead of spending our time and energy on calling them every 2 days asking to resolve this issue.
Business Response
Date: 11/28/2022
Good evening,
Your concerns have been sent to the appropriate department for review.

Thank you
Customer Answer
Date: 11/28/2022
As mentioned in the original complaint, the answer they have provided has been the same answer for over a month now. There has been no resolution and no one seems to be able to give any estimated time of resolution. Everytime I call they tell me the same thing and then say someone will call back with an update in 2-3 days but never call back. They won't even share the contact information of the team or management team member that is working on this issue.
Business Response
Date: 12/02/2022
Good evening,

A grievance was filed regarding your complaint. Please allow time for our grievance department to research this and find the best resolution to resolve for your office and our members.

Thank you
Customer Answer
Date: 12/02/2022
Again same answer as before that the issue ** under research. There seems to be no resolution in sight yet while we continue to struggle on how to service our patients their insurance members!
Business Response
Date: 12/08/2022
The grievance department has 45 working days to resolve your issue. Please be patient while this is under review. We understand your concern and are doing the best we can.
Thank you.
Initial Complaint
Date:11/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told by customer service when I signed up for and payed 2 months in advance no waiting period if I had insurance through another provider. I do have other insurance from my employer. However now that its time for them to cover procedure. They had told me now its a one year waiting period. Why would I pay for insurance for over a year that I cannot use? Now Im stuck with dentist bills that I was assured would be partially paid.
Business Response
Date: 11/21/2022
Good afternoon,
Please see the response.

Thank you.
Customer Answer
Date: 11/22/2022

Complaint: 18409805

I am rejecting this response because: I was asked to provide "proof of prior coverage" and i had sent to the proper service agents. i would either like a refund of prior months or covered treatments to continue my treatment schedule. If this cannot be resolved i must file a claim for false advertising, as i was told at time of purchase, "no waiting period"/w prior coverage.
I have called to apply for new insurance through delta. I was again told no waiting period. as of 11/18/2022
Sincerely,

*************************
Business Response
Date: 11/23/2022
Good morning,
Unfortunately due to the exhaust of the appeals process you may file your complaint with the Department of Insurance at this time.

Thank you.
Initial Complaint
Date:11/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
HELLO - 1) MY WIFE, *****************************, ATTEMPTED TO APPEAL TO YOUR COMPANY ON MY BEHALF, REGARDING A FAULTY CROWN DONE BY A PREVIOUS DENTIST. THIS WAS DETERMINED BY OUR CURRENT DENTIST.2) AFTER THAT APPEAL PROCESS WAS COMPLETED, SHE WAS TOLD THAT I, MYSELF, WOULD HAVE TO MAKE THE CLAIM. 3) SO I CALLED TO MAKE THE CLAIM - AND I GOT THE ABSOLUTE RUNAROUND. UPON CALLING, I EXPLAINED THE SITUATION, AND WAS THEN CONNECTED TO THE ******************** DEP'T. THEY, IN TURN, SAID, "NO, THE CLAIM MUST BE PROCESSED BY THE INITIAL CUSTOMER SERVICE REPRESENTATIVE WHO RECEIVED OUR CALL. 4) SO, I WAS RE-CONNECTED BACK TO CUSTOMER SERVICE AND SPOKE TO SOMEONE BY THE NAME OF "PRECIOUS." AND I WAS THEN TOLD THAT, "NO, I MUST MAKE THE CLAIM WITH ANOTHER DEPARTMENT. I ASKED HER TO TALK WITH THEM. SHE ATTEMPTED A 3-WAY CONFERENCE CALL, BUT WITH NO SUCCESS. SO I ASKED HER TO CONTACT THEM THEN CALL ME BACK. SHE AGREED TO DO SO, BUT I NEVER RECEIVED A CALL BACK. AND NOW I AM LEFT WITH ABSOLUTELY ABHORRENT SERVICE AND WITH NO RESOLVE. AND YOUR WEBSITE IS AN ENTIRE NON-STARTER, ILL-DESIGNED FOR EASY ACCESS OR USER FRIENDLINESS. IT WOULD NOT EVEN ACCEPT MY WIFE'S ID # DURING OUR ATTEMPT TO REGISTER. LASTLY, I COMPLETED A DELTA ONLINE FORM. AFTER CAREFULLY COMPLETING THIS, I SENT IT OFF AND RECEIVED A MESSAGE SAYING "ACCESS DENIED."I AM ASKING THAT SOMEONE PLEASE FOLLOW THROUGH AND HELP ** WITH THIS PROCESS. THANK YOU,************************* ***************************** PHONE: ************ GROUP # *****-02031 plan type:Delta Dental Premier and Delta Dental PPO EMAIL: ***************
Business Response
Date: 11/09/2022
Good evening,
I apologize for your experience while trying to file a grievance. Please explain your concerns so I can file this to the grievance department and further assist.
Thank you
******************
Initial Complaint
Date:11/03/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
False advertising. Recently had a root canal which is listed under my Delta Dental coverage as endodontics/root canal coverage as 50%. Now Delta Dental is saying they only cover pulpectomy which isn't covered. No where is a pulpectomy mentioned under my coverage. Wait time to speak to a representative was one hour. Terrible company, even worse customer service,
Business Response
Date: 11/04/2022
Good afternoon,
Your complaint has been sent to the appropriate department for review. Please allow 30 days for a resolution regarding this.

Thank you.
Customer Answer
Date: 11/04/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:11/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife contacted Delta Dental several times. She told them that I had retired from the Military and moved back to my home of record West Virginia. She updated them with all new info. They have the record of her phone calls. After going to my dentist here in West Virginia I go on line to see how much we were charged I find out that we had been canceled . We moved frorm ******** to West Virginia. All phone and current address was given to the Delta Dental representiative. and our records was not updated. Our checking info was still current to them. Now I have to get a new dental insurance and my we will have to pay the entire dental bill because of there error.
Business Response
Date: 11/03/2022
Good afternoon,
Please reply with your enrollee id so we may further assist you.
Thank you.

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Delta Dental Insurance Company - Georgia is NOT a BBB Accredited Business.