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FAQs

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

Select the dental centre you wish to visit from our dental centre locations page. You’ll find contact details for each Bupa dental centre on their page.

  • Appointments under one hour: Failure to give one full working day notice –You'll be subject to a cancellation fee of 50% of the appointment fee.
  • Appointments over one 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.

It's important for your dentist to have your medical history and understand your health needs before any examination or treatment is carried out. If you're a new patient please complete the Medical History Questionnaire (PDF, 0.9MB) for your first assessment.

At your first appointment you'll have a dental examination where the tissues supporting your teeth are examined, including appropriate lymph and salivary glands and tongue. You'll also be given a gum assessment and have your teeth examined (with, where appropriate, the aid of an intra oral camera to enhance the understanding of your oral condition). Also where appropriate we'll discuss X-rays to be taken. You'll receive preventive advice, and if any treatment is required, treatment options and costs will be discussed with you and a treatment plan with fees provided.

Your first dental examination can be anything between 30 minutes to one hour. If you require further treatment the timings of any further appointments will be discussed with your dentist.

You can book to see our hygienists and specialists. We have hygienists and a range of specialties:

  • dentists specialising in the care of anxious and phobic patients
  • endodontists (root canal therapy)
  • oral surgeons (eg wisdom teeth)
  • orthodontists (eg straightening teeth)
  • periodontists (gum disease treatment)
  • prosthodontics (restorative dentistry)
  • dental implants

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 our BUPA Bank Dental Centre who specialises in looking after phobic and very nervous patients.

Learn more about dental anxiety management

We're always pleased to hear about aspects of our service that you have particularly appreciated. We also want to hear about any problems you've 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'd 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

You can choose from two 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 at any dentist.

Our dental products cover you for new conditions that occur once your cover has started. Please also see the ‘What isn’t covered’ question.

For all of our dental products, you can start claiming for general 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 following the start date of your policy

Bupa Dental Cover 10 and 20 will cover you for general 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.

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 10 and Bupa Dental Cover 20 only cover you for new conditions that occur once your cover has started

You'll 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'll 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'll 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.

Please refer to www.nhs.uk/chq/Pages/nhs-dental-band-charges.aspx for details on price bands

(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'll 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

No forms, No fuss claimingǂ – you can settle your treatment claims in participating dental practices within the Bupa dental insurance network.

ǂ No Forms, No Fuss Claiming is not available in all Bupa-owned dental centres. To find out which centres offer these services, please visit finder.bupa.co.uk. Claims are forwarded by selected practices in the Bupa Dental Insurance Network as agent of Bupa Insurance Limited. Orthodontic, emergency, injury and oral cancer treatment cannot be claimed for in this way in the UK. Does not apply to NHS treatment in Northern Ireland and Scotland.


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 Care is a trading name of Bupa Dental Services Limited. Registered number: 00479557. Registered office: 1 Angel Court, London, United Kingdom EC2R 7HJ.

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.

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