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Business Profile

Dental Insurance

Delta Dental of Iowa
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2025

    Type:Order Issues
    Status:
    Resolved
    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 been working with this company for 6 months on an out of network claim from ************. The service was provided by a dentist in ******** with multiple addresses where she works. Delta did not have the address where my care was provided registered for this dentist even though they had her listed at other locations. They argue that since this particular office was not on their list they would not reimburse me for the work that was done on me. I called the dentist office and they went through the paper work needed to satisfy the request for Delta Dental. This registration took place in ******** and the information was sent to ********* and should have shown up in the records in ****. On January 13th of this year I called Delta to confirm that all of the paper work had been done and after the agent for the company searched through his computer files he found the information needed and told me that a check for around $1100.00 would be issued within two weeks. Between 1/13/2025 and today 3/7/2025 I have not had a single communication from this company. I called them this morning (3/7/2025) to find out what had happened. I was told the same thing that they said in early January and in November and December of ******************************************************************************************************************** their system. The person I talked to said that after 12 months they will not pay on a claim. I pointed out that it because one part of their company does not communicate with the other parts of this company it is not my fault that this claim has not been taken care of. When I tried to explain what had happened in the past I was told that a ticket would have to be sent to someone who could look at my case. That person is supposed to call me with information regarding a resolution to this claim. I am not optimistic about either receiving a return call or a resolution to this case.

    Business Response

    Date: 03/31/2025

    Dear **** ********,

    Mr. ****** ***** contacted Delta Dental of Iowa on March 7, 2025, regarding claims processing. We reached resolution on March *******. Mr. ***** has been communicated with and is aware of this resolution.

    ***** *******

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 dentist has filed a claim twice with Delta Dental (going back to 12/7) and I submitted it once per the companys instructions. Despite this, Delta Dental has neither acknowledged receipt of these electronically-submitted claims.

    Customer Answer

    Date: 01/22/2024

    This is the Delta Dental located in ********, *****

     

    Delta Dental of Iowa
    PO Box 9000
    Johnston, IA 50131-9000

    Business Response

    Date: 02/13/2024

    Due to the protected health information related to this complaint, Delta Dental of Iowa cannot publicly comment. We were able to resolve the members claim through our customer service team. We apologize for any inconvenience this may have caused. 

    Business Response

    Date: 02/13/2024

    Due to the protected health information related to this complaint, Delta Dental of Iowa cannot publicly comment. We were able to resolve the members claim through our customer service team. We apologize for any inconvenience this may have caused. 

    Customer Answer

    Date: 02/14/2024

     
    Complaint: 21181371

    I am rejecting this response because the response is a cop out. The company is hiding behind protected health information to avoid admitting that for nearly 2 months, Delta Dental lied and said it has not received claim paperwork. In fact, my dentists office emailed twice, mailed and faxed it, and I emailed it and had an automated confirmation of that. While there was a minor error from the dentists office, no one reached out to the office, or to me, to correct the information. Just kept saying they had not received the paperwork. 

    Further, when I was finally able to get someones attention via my companys HR department, no one expedited a solution, handling it just as slowly as any other claim. 

    Truly poor service from start to finish, concluding with the company avoiding admitting what happened and improperly hiding behind HIPAA.

    Sincerely,

    *************************

Delta Dental of Iowa is BBB Accredited.

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