Information for dental customers
Coronavirus (COVID-19)
You can still visit a dentist face-to-face, or talk to one from the comfort of your own home. Your choice.
Dentistry is an essential medical service. Bupa Dental Care practices across the UK remain open with our services unaffected by the latest government restrictions. As increased patient demand continues, your local dentist may not be able to see you as quickly as normal. If this is the case, please call us and we can look at alternative practices to arrange an appointment for you.
Dental insurance customers
We’ve made changes to our services by providing access to Bupa Dental Care dentists to help if you’re struggling to access an appointment with your own dentist. You can speak to a Bupa Dental Care dentist from home via telephone or video. Phone and video consultations are free for dental insurance customers and don’t affect your benefit limits. If you’d prefer a face to face appointment, we can help you find an appointment at a Bupa Dental Care practice.
To arrange an appointment for either virtual or face to face care, please call 0333 015 5255^ between 9.30am and 5pm Monday to Friday.
Do you have Bupa dental insurance?
The page below explains how we’ve adapted your dental cover and your care during the coronavirus pandemic. For example, your plan now covers some or all of your exceptional PPE, and you can claim for remote consultations.
Planning to visit a Bupa dental practice, but don’t have dental insurance?
All the information you need about visiting your usual Bupa dental practice, or registering as a new patient, can be found here:
What to expect the next time you visit a dentist
In line with the latest government guidance, dental centres across the UK remain open for routine and emergency treatment, including our Bupa Dental Care practices.
Of course, you may be concerned about how safe it is to visit a dentist at this time. So we asked our Chief Dental Officer, Dr Neil Sikka, to make a video that takes you through all the steps you can expect next time you visit one of our practices. He also explains how we’re keeping you safe. For example, our PPE goes above and beyond the required standard.
Hello, I'm Dr. Neil Sikka, the chief dental officer of the BUPA UK insurance business, and I'd like to give you an update today as to how we're continuing to support our dental insurance members during this difficult time.
I'm a practicing dentist and have been so for 30 years in central London.
However, for the first time in my career, I've had a three month period where I've been unable to provide any face to face dentistry to my patients.
It's been really frustrating, but I'm pleased to say that we are now making a gradual return to daily practice.
It's also been difficult for our patients who have been unable to access treatment for over three months.
The maintenance of good oral health is not only important to help reduce tooth decay and gum problems, but good oral health has also been linked to general health and wellbeing.
So I'd really encourage everybody to make an appointment for their regular checkups as soon as possible.
I'm pleased to report that all BUPA dental practices are now open, with many providing a full range of services.
We now have new operating procedures in place and our appointments are defined by the type of treatment we offer.
When you visit, you may see the team wearing enhanced PPE.
So please don't be alarmed when you go to your dentist or hygienist.
It is for your safety and also your dental team.
So what is the new normal when visiting the dentist?
Firstly, it's very safe.
We haven't had a single reported case of Covid-19 being contracted within any Bupa dental practices since we reopened.
If you visit a dental practice, a Bupa dental practice, you'll be sent a pre-appointment questionnaire we'll ask you to come at the time of your appointment, not before, If possible.
You'll be given hand sanitizer and asked to wear mask and gloves.
You'll see social distancing in place so there'll be less people in the waiting room.
Protective screens will be in all reception desks and
somebody will come out and check your temperature and ask you COVID related questions.
And of course, when you go into the surgery, you will see the clinical team wearing enhanced PPE.
However, we're aware that some of our members will continue shielding and there are vulnerable people who may not
wish to visit the dental practice at the moment. close to where their dental practice is.
So we've introduced new propositions to support our dental insurance members.
There's been a big rise, as you may be aware, in digital health platforms with virtual GP services.
But we're also now seeing a rise in platforms providing virtual consultations for dental checkups and emergencies.
Instant Dentist is one of these platforms that offers access to a personalised oral health report, setting out risk
factors and advice based on photographs submitted from a smartphone.
I've been really impressed by the level of detail in the reporting, and I believe that this will become more
mainstream for patients looking for an adjunct to their existing dental relationship.
The report can be downloaded and shared with your dentist.
And as a dental insurance member, you can claim back the cost.
I just ask you to check your product benefits before you claim.
We've also introduced free virtual consultations with our team of BUPA dentists.
We created a dedicated telephone number where
insurance members can book a telephone or a video consultation with a BUPA dentist for either an emergency
consultation or even just general advice, a second opinion maybe.
We recognise that in the current climate, some patients may not wish to visit for a face to face appointment.
A dentist can provide reassurance and even prescribe antibiotics remotely if required.
So as I mentioned previously, dentists now have enhanced
requirements with regards to wearing PPE when treating patients.
This has resulted in some increased costs and in some cases these are being passed on to patients.
But I'm pleased to inform you that you will be able to claim the cost of PPE within your benefit limits.
So I hope you found this update useful and we as a profession look forward to welcoming you for your next check up.
Thank you.
Covering you for exceptional PPE throughout 2021, too.
Separate PPE charges aren’t usually covered by your dental insurance, but we know how important it is right now. So we’re allowing PPE charges to be paid alongside your treatment, up to your benefit limits. To check the benefit limit for the type of treatment you've had, you can refer to your membership guide and membership certificate for your chosen level of cover. We’ll pay up to these limits for the combined treatment and PPE costs.
Remote dental care with
Bupa from Home
We’re always looking for new and helpful ways to provide the support you need. During the pandemic we know that many of our dental insurance customers want to access care remotely, in a way that makes it quick and easy.
That’s why we’ve created Bupa from Home for our dental insurance customers. So wherever you are, there are dental services that you can access right away.
We understand that some of our customers may not be able to reach us right now.
That’s why we’re updated our dental insurance policies to cover virtual dental services, so you can access support from the comfort of your own home.
We’re now working with Instant Dentist, to give you the opportunity to have your oral health reviewed from home using camera and video technology.
You can send in images and videos through the service, and a dentist will then review them and build a personalised assessment report based on your oral health, including advice and care and treatments available.
You can claim back for this in line with your policy benefits.
Also, if you're midway through treatment, have an emergency or just want a second opinion, you can have a consultation with a Bupa Dentist either by telephone, or by arranging a video appointment.
You can use this service even if you’re not usually a patient with them, the service is free for your use and does not impact your benefit limits.
We know things are changing a lot right now, so we’ll be offering these services throughout 2021 too.
So, wherever you are, whatever's changed, there's support available on your dental insurance policy
Visit bupa.co.uk/dental-support
Need to see a dentist ASAP?
Consultations by phone or video
If you have a dental emergency or you’re self-isolating, or you want a second opinion − in fact, whatever the reason − as a Bupa dental insurance customer you can choose to consult a Bupa Dental Care dentist by telephone or video.
You can use our Bupa Dental Care dentists even if you’re not usually their patient. This service is free, and doesn’t affect your benefit limits.
Please call 0333 015 5255∧∧ to use this service.
Remote assessments
if you can’t attend a practice
If you currently can't or don't want to visit a dentist face-to-face, you can now choose to book a virtual oral health assessment with various suppliers, including Instant Dentist†. As a Bupa dental insurance customer, you can then claim the costs back in line with your policy limits.
The assessment will use camera and video technology. You won’t speak directly to the dentist, but they’ll review the imagery before creating a personalised report for you. This will include your oral health risks as well as tips for improvement.
Visit or register with your nearest
Bupa Dental Care practice
We’ve all had to put some things on pause recently, but a healthy, happy smile doesn’t have to be one of them. We have around 400 dental practices across the UK, and many are accepting new patients.
Bupa Dental Care is open to everyone. So whether you’re looking for a check-up or you have a concern, simply search for your local practice to book an appointment.
Book an appointment
Looking after your dental health and wellbeing
Dental support during COVID-19
We’ve put together some expert advice to support you throughout the pandemic. This includes tips for managing your conditions at home and how to keep smiling through challenging times.
Our Mental health hub
If you’re struggling with your mental health, perhaps with stress or anxiety, you can turn to us for help − whether you have mental health cover with us or not.
Workplace wellbeing hub
This hub offers advice, tools and resources to help employers support and improve their teams’ wellbeing. With so much uncertainty around working patterns and locations, this is more important than ever.
Following the latest government advice, many dental practices are open for face-to-face treatment and are COVID-safe. However, most can also offer you telephone assessments, consultations, support and guidance if you prefer. Please contact your dental practice to see what works best for you.
If your own practice is closed, you can visit any dentist for treatment and then claim it under your dental cover. You can use the Bupa Finder tool to locate a nearby practice.
If you have a dental emergency
Most dental practices across the UK are offering telephone triage for dental emergencies. However, if you’re struggling to access emergency care, we’ve launched an emergency service. So if you’re mid-way through some treatment and run into a problem, or have a new emergency, you can consult a Bupa dentist either by telephone or video call.
You can use our Bupa Dental Care dentists for this service even if you’re not registered with them (use our Bupa Finder tool to locate a dentist near you). Using this remote service is free and won’t affect your benefit entitlements. Please call us on 0333 015 5255 to access this service. Lines are open Monday to Friday 9.30am - 5pm. We may record or monitor our calls.
Following the latest Government advice dental practices are considered essential health services and are open for treatment. Please check with your dental practice for further information.
Dental practices are required to follow strict government and clinical safety advice to ensure patient safety. This includes enhanced PPE and social distancing measures. This video explains the safety measures we’ve put in place, some of which go above and beyond what’s required. It should reassure you about just how careful we’re being.
You’ll notice all sorts of changes within Bupa Dental Care practices, all designed to keep you – and our staff – as safe as possible. Here are the safety steps before, during and after your appointment, for example, and this page has answers to some common questions. You can also read about Bupa Dental Care’s COVID-19 Safety Charter and see our latest updates.
If you need further support with maintaining your oral health during the pandemic, our experts have put together some helpful articles for managing at home while maintaining a healthy smile. These include tips on:
- managing dental pain at home
- managing broken, chipped or loose teeth
- caring for braces
- looking after implants, dentures and bridges at home
If you have dental insurance with us, we understand that you want to get real value from the cost of your policy. So here are some of the steps we’ve taken:
- Covering you for exceptional dental PPE charges
The General Dental Council requires dentists to use a range of safety measures in their practices. This means that all patients, clinical staff and practice teams must wear enhanced PPE to minimise the risk of cross-contamination.
The cost of this ‘exceptional’ PPE can be significant, and wouldn’t usually be covered by a dental policy. However, as a policy exception, we’ll continue to pay for the cost of both your treatment and the additional PPE, out of the relevant treatment benefit, as long as it remains within your benefit limits. Not only did we do this in 2020, but we’re extending it throughout 2021 as well.
We’ve introduced this new measure to ensure we support you by contributing to these additional costs up to your policy benefit limits, we will continue to review our plans in accordance with government and clinical safety guidance. - Dental care you can access at home
Although our dental practices offer face-to-face care for patients, we’re also introducing cover for virtual dental services. So you have the choice of going into the practice or the convenience of staying in the comfort of your own home. There are several ‘at-home’ options to choose from, and you can claim the costs back within your policy limits.
One service is a virtual dental assessment, this involves reviewing your oral health digitally using camera and video technology and then providing an assessment report with tips to care for your teeth afterwards. You won’t be speaking directly to a dentist, but one will review photos and videos and build a personalised report based on individual oral health risks and then detail improvements that can be made. - Free, remote emergency dental care from Bupa Dental Centres
If you’re mid-way through treatment or have an emergency, you can also consult a Bupa Dental Care by telephone or video, even if you’re not usually a patient with them. This is a service and doesn’t affect your benefit limits. Please call us on 0333 015 5255 to access these services. Lines are open Monday to Friday 9.30am-5pm and we may record or monitor our calls.
Yes, we still aim to process claims within 7-10 days. If you need to make a claim, you can do so online.
Yes. Different virtual dentistry services are available, and we accept claims for online, telephone and video consultations in line with your policy benefit limits. Do remember to include a receipt when you send us your claim, just as you normally would.
One service is a virtual dental assessment with Instant Dentist. This involves reviewing your oral health digitally, using camera and video technology, and then providing an assessment report which includes tips for care afterwards.
You won’t speak directly to the dentist, but they’ll review the photos and videos and write a personalised report detailing your oral health risks and any recommended improvements. You can claim this back in line with your usual benefit limits.
No, there are no exclusions relating to the coronavirus. You can continue to visit the dentist and claim for treatment just as you normally would.
No, this isn’t possible. Our dental practices are open and we’re working hard to ensure you can access care and get value from your dental cover.
No. Our practices are open, and we’ve developed a package of measures to make sure you continue to get plenty of value from your cover (see below). The situation with COVID-19 changes all the time, but we continue to monitor it so that we can deliver value. Most importantly, that means keeping you safe and providing flexible options for you.
Essential sources of up-to-date information
The situation around coronavirus (COVID-19) is continuously changing. To ensure you have the latest information, advice and guidance, make sure you explore the following links:
For up to date information and guidance for employers and businesses, please use the Department for Business, Energy and Industrial Strategy and Public Health England resource COVID-19: guidance for employers and businesses.
If you are concerned that you may have had a confirmed case of COVID-19 in your premises, Public Health England has published guidance for offices about how and where to clean and what cleaning fluids to use. See the resource COVID-19 decontamination in non-healthcare settings.
World Health Organization
Statistics, situation reports, myth-busting, vaccine news and much more from the WHO’s coronavirus hub.
GovUK
The government’s latest facts and figures, announcements, advice and guidance − including for businesses.
Travel information
Travel advice and checklists, consular help, country guides and more from the Foreign & Commonwealth Office.
Have a query about your cover with us?
For individuals
Simply get in touch and we’ll be pleased to answer your questions.
0800 237 777^
^Lines are open Monday to Friday 8am to 6pm, Saturday 8am to 1pm. We may record or monitor our calls. If you prefer, you can claim by post.
For small business cover
(2-249 employees)
Please contact us. We’re here to help.
0333 920 6973^
^Lines are open Monday to Friday 8.30am to 6pm. We may record or monitor our calls.
For corporate business cover
(250+ employees)
Please contact your account manager.
†Bupa is not affiliated with or recommending the services provided by Instant Dentist. If you choose to use services provided by Instant Dentist you do so at your own discretion. Bupa is not responsible in any way for any goods or services provided by Instant Dentist.
∧∧Lines are open Monday to Friday 9.30am - 5pm. We may record or monitor our calls
Bupa dental insurance is provided by Bupa Insurance Limited. Registered in England and Wales No. 3956433. Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Arranged and administered by Bupa Insurance Services Limited, which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales No. 3829851. Registered office: 1 Angel Court, London, EC2R 7HJ.
Bupa Dental Care is a trading name of Oasis Healthcare Limited. Registered in England and Wales number: 03257078. Registered office: Bupa Dental Care Vantage Office Park, Old Gloucester Road, Hambrook, Bristol, United Kingdom BS16 1GW.
