Frequently Asked Questions
Frequently Asked Questions
How do I find an in-network provider?
You can find a participating dental provider by using our online provider directory, downloading the AlwaysAssist mobile app, or by calling our customer service department at (888) 400-9304.
What is a PPO network?
Our dental plans offer a national Preferred or Participating Provider Organization (PPO). Providers participating in our PPO network have agreed to reduce fees for our members, lowering your out-of-pocket costs even further. Most providers submit claims paperwork for you.
Our PPO networks are open networks, and we encourage you to request a provider for network recruitment. You can submit your provider recruitment request to our customer service department or through the AlwaysAssist member portal.
Can I see an out-of-network provider?
Yes. You have the freedom to see any provider, including a non-participating provider, at any time without prior authorization. If you elect to see an out-of-network provider, benefits are paid based on the network-negotiated rates, and you may be subject to balance billing for any remaining charges. You can maximize your savings by selecting an in-network provider.
Do I need to select a Primary Dentist or Facility?
No. You do not need to select a primary dentist or facility, and are free to see a new provider at any time without penalty.
Is a referral necessary to see a specialist?
No. You may see a specialist without a referral.
When do I need a pretreatment estimate?
We encourage you to receive a pretreatment estimate on services or treatments that cost more than $300. Although not required, it will provide you with an estimate of benefit coverage and your out-of-pocket expenses.
Do you coordinate benefits with other dental plans?
Yes. We will identify the primary and secondary insurance plans, and coordinate benefits so that the total payment under all plans is no more than 100% of the billed amount. If you are the policyholder on both plans, the policy that has been in-force the longest period of time is considered the primary policy. Full details are outlined in your policy.
How will I know if my plan will cover a service or a treatment?
Your policy will outline benefits, including frequencies, limitations and exclusions. A copy of your policy may be accessed through the AlwaysAssist member portal. You may also call our customer service departments with any benefit questions at (888) 400-9304.
How and where are claims submitted?
Providers will file the claim on your behalf more than 90% of the time. However, if you need to submit a claim, email a completed claims form to our claims department at DentalClaims@Unum.com or mail to:
Attn: Dental Claims
P.O. Box 80139
Baton Rouge, LA 70898-0139
Do you have a company standard on coverage for amalgam fillings versus composite fillings?
When an amalgam filling and a composite filling are both professionally acceptable methods for filling a molar, we may base our benefit on the amalgam filling which is the less expensive alternative benefit. Please verify benefits in your policy.
How can I receive an ID card?
ID cards may be printed through AlwaysAssist.com, accessed on the AlwaysAssist mobile app, or emailed to you through our customer service department.
How do I request review of a denied claim?
If a claim is denied in whole or in part, you may request a review of the claim. The request must be in writing and submitted within six months after the claim was denied. Requests may be submitted to P.O. Box 80139, Baton Rouge, LA 70898-0139. A written response will be provided within thirty days.
Whom should I contact if I have a question regarding benefits or claims?
Our customer service department, which is open 6 days a week, Monday thru Saturday, is extremely knowledgeable and may answer a variety of your benefit or plan questions. In addition, our claims department is also available to assist with questions. You can contact our customer service department at (888) 400-9304 or through the AlwaysAssist member portal.