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FAQs

Here’s a selection of questions and answers that we’ve already helped our customers with.

Questions about booking

  • Select the dental centre you wish to visit from our dental centre locations page.

    You will find contact details for each Bupa dental centre on their page.

  • If you need to change your appointment please call the reception team as soon as possible and they will schedule another time for you.

    • Appointments under 1 hour: Failure to give 1 full working days notice –You will be subject to a cancellation fee of 50% of the appointment fee.
    • Appointments over 1 hour: Failure to give two full working days notice of cancellation – the patient will be subject to a cancellation fee of 50% of the appointment fee.

    Note: Saturday and Sunday are considered working days if the practice is open on those days.
  • Please select the dental centre you wish to visit for details of treatment and consultation price.

    Where our prices are shown as "from" or as a range, the cost may vary depending on the type and complexity of the treatment. We’ll always give you an itemised breakdown of your treatment plan in advance of any treatments carried out.

  • You can pay by credit and debit card, cheque or cash after your treatment. Please note, we can't accept American Express cards.

Your dental appointment questions

General dental service questions

  • No, you don’t have to be a Bupa member, Bupa dental services are open to everyone and are not included in standard health insurance policies.

  • We offer a full range of the latest cosmetic dental procedures including teeth whitening, veneers, dental implants, straightening teeth including Invisalign®, tooth coloured fillings and facial aesthetics.

  • We do have a dentist at the Dental Centre at Bupa Bank Dental Centre who specialises in looking after phobic and very nervous patients.

    Learn more about dental anxiety management

  • We are always pleased to hear about aspects of our service that you have particularly appreciated. We also want to hear about any problems you have experienced so that we can deal with them and improve our service for the future. If you have a complaint about any aspect of our service, we would like to address this straight away. If possible, please speak to a member of staff at the centre. All centres have a complaints handler who has had specific training. Or you may prefer to talk to the centre manager.

    If we can’t resolve your concerns there and then, you can make a complaint to the centre manager by telephone or in writing. A centre address or direct telephone number can be found on bupa.co.uk/dental or call 0845 600 4779^ to be directed to the centre of your choice.

    We aim to give you a written acknowledgement of your complaint within one working day of receipt. A full response will be made within 20 working days. All complaints are dealt with confidentially and impartially. If required, your complaint will be referred to the regional manager and may be escalated to the managing director.

    We keep a record of every complaint and look at how many we receive and the reasons why. We use this information along with our customer surveys to help make sure we continually improve the service we provide. This procedure does not affect your legal rights.

    If we aren’t able to resolve your complaint to your satisfaction The General Dental Council (organisation that regulates dental professionals in the UK) provides a free and impartial service. If you have a complaint about the private dental care you have received, please write to: Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA or visit: gdc-uk.org

Questions about Bupa Dental Health Plan

  • You can only use Bupa Dental Health Plan at your nominated Bupa dental centre.

  • Call 0800 237 7777 ^ to talk to one of our Healthcare Consultants who will be happy to arrange cover for you.

  • Everyone who uses our Bupa dental centres can benefit from our Bupa Dental Health Plan. The plan is a simple way to help you manage routine dental costs for you and your family. Please contact us on 0800 055 6893^ to discuss prices.

  • Includes cover for:

    • 2x check ups
    • 2x 30 mins hygiene appointments
    • unlimited X-rays
    • 20% discounts on general dental treatment such as fillings, crowns and bridges
    • 20% discounts on teeth whitening
    • worldwide emergency dental treatment
    • oral cancer cover after an initial six month waiting period
    • access to Bupa HealthLine, our 24/7 telephone service that offers consultations with our team of GPs and nurses
  • Important: Bupa Dental Health Plan is not intended to provide cover for dental treatment for in-patient treatment or day-patient treatment, such as wisdom tooth extraction. Your benefit limits for dental treatment are based on your treatment being provided in a dental surgery. In-patient treatment and day-patient treatment are only covered for oral cancer treatment.

    We do not pay for:

    • Any dental or oral treatment that is not routine dental care, emergency dental treatment or oral cancer treatment
    • Any routine dental treatment or oral cancer treatment that is received outside the UK
    • Panoral X Rays
    • Fissure sealant
  • For oral cancer cover a waiting period of six months applies from your start date.

General questions about Bupa dental products

  • You can choose from three dental insurance plans, depending on whether you are treated as an NHS or private patient, or if you want to use a Bupa dental centre. Dental Cover 10 is appropriate if you are over 18 and receive treatment from an NHS dentist. Dental Cover 20 is appropriate when receiving treatment as a private patient with any dentist, and Bupa Dental Health Plan is a membership plan that can only be used at Bupa dental centres.

  • Our dental products cover you for new conditions that occur once your cover has started. If you have Bupa Dental Health Plan we cover for pre-existing conditions. Please also see the ‘What isn’t covered’ question.

  • For all of our dental products, you can start claiming for routine treatments such as examinations, scale and polish and X-rays straight away. For Oral cancer treatment the waiting period is six months from the start date of the policy.

    For Dental Cover 10 and 20, to be covered for all other eligible dental treatment under the policy, there is a waiting period of four months before a claim will be accepted. For emergency dental treatment no claims will be accepted within the first 14 days of the start date of the policy.

    These waiting periods begin from the policy start date and do not apply at renewal.

  • Bupa Dental Cover 10 and 20 will cover you for routine treatments, non-cosmetic treatments, emergency dental treatments, dental injuries and oral cancer treatment. Your membership certificate shows which dental cover applies to your benefits (Dental Cover 10 or Dental Cover 20) and the maximum annual benefit limits that apply.

    Bupa Dental Health Plan covers you for routine dental care in full at a Bupa dental centre, emergency treatment and oral cancer cover. You will also benefit from 20 percent discount off general dental treatment such as veneers, fillings and teeth whitening.

  • There are certain benefits that will not be covered by your Bupa dental cover. For example cosmetic treatments, orthodontic treatments, surgical implants or any dental treatment involving or making use of or in any way related to surgical implants.

    Bupa dental cover only covers you for new conditions that occur once your cover has started. If the condition you need treatment for arises after your policy started, but is a direct or indirect result of an external impact which occurred before the start date of your policy, this will not be covered. An external impact could include, for example, injury resulting from a car accident or any contact sport but it is not limited to these scenarios.

    Details of all of the exclusions in place can be found in the Bupa membership guide that will be sent to you once you have taken your cover out, or you can view it here (PDF, 0.5MB). Please contact us on 0800 0121 271^ if you are unsure of what is covered.

  • You will be covered when you have agreed on the level of cover that’s right for you and you’ve set up your monthly direct debit. Once you’re a member you will be sent all of the documentation that details what is and isn’t covered and how you can get in touch with us should you need to claim. Once your cover has started, you can cancel your cover within 21 days of receiving your membership certificate. Within this 21 day period, as long as you have not made any claims, we will refund all of your subscriptions paid. Before your renewal we will send your renewal details including your new subscription price.

  • You can add your partner and/or your dependants on your membership at any time. Call our healthcare consultants so that we can update your policy and review your pricing options.

  • In England since 1 April 2015, all NHS dental treatments are covered by standard charges that fall into three separate bands.

    Band 1 course of treatment - £20.60

    This covers an examination, diagnosis (including X-rays), advice on how to prevent future problems, a scale and polish if needed, and application of fluoride varnish or fissure sealant.

    Band 2 course of treatment - £56.30

    This covers everything listed in Band 1 above, plus any further treatment such as fillings, root canal work or removal of teeth.

    Band 3 course of treatment - £244.30

    This covers everything listed in Bands 1 and 2 above, plus crowns, dentures and bridges.

    All rates correct as of April 2017

    (http://www.nhs.uk/NHSEngland/AboutNHSservices/dentists/Pages/nhs-dental-charges.aspx)

    Find out what the bandings are in Scotland, Wales and Northern Ireland.

    Scotland (PDF 0.1MB)

    Wales

    Northern Ireland

  • Your dentist will recommend how often you should have a check-up, this will be based on your current dental health. Visit the National Institute for Health and Clinical Excellence (NICE) website for more information.

  • We recommend that you contact us if you need help understanding what is covered in your policy. This is the best way that we can confirm the benefits that are available to you. We will let you know what to do next and send you out a claim form if needed. Any costs you incur that are not covered under the benefits of your policy are your responsibility.

    If you require treatment for oral cancer please call us prior to being treated.

  • How you pay for your treatment depends on which centre you visit.

    In a Bupa dental centre

    We’ll usually be able to settle your claim for you, so there’s no need to pay unless there are any costs that fall outside the limits of your cover.

    Remember to take your membership number with you and give it to the receptionist.

    In any other dental centre

    You’ll need to pay for your treatment yourself and claim some or all of it back, depending on the limits of your cover.

    Remember to get a receipt as you’ll need this to make your claim. Your receipt must show: name and contact details of the dentist, date of treatment, name of the person who has had the treatment.

    You can make your claim online or by post.

    Either way, make sure you include:

    • your Bupa membership number
    • your receipt and the bank account you would like your authorised claim to be paid into

    Online

    Visit bupa.co.uk/dental/ finance-and-insurance/make-claim

    • Scan and upload your receipt
    • Submit your claim

    By post

    Download a claim form at bupa.co.uk/dental/finance-and-insurance/make-claim

    Fill in the form and post it, along with your receipt, to: Bupa Dental, Anchorage Quay, Salford Quays, Salford M50 3XL.

    As long as we have all the information we need from you, you can expect your claim to be processed within seven to ten days. Your money will be paid directly into your bank account or by cheque depending on which payment method you’ve chosen. For overseas treatment, we’ll convert the cost into Pounds Sterling using the conversion rate that was correct on the day you had your treatment.

^We may record or monitor our calls.

Bupa dental services are provided by Bupa Dental Services Limited. Registered office: Bupa House, 15-19 Bloomsbury Way, London WC1A 2BA. Registered number: 479557.

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: Bupa House, 15-19 Bloomsbury Way, London WC1A 2BA.

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