Member Connection - FAQs

Delta Dental of Arkansas is committed to providing you with excellent customer service and making you smile. We are here to answer any questions and give you the information you need quickly. Below is a list of frequently asked questions we receive from members. If you are unable to find the information you need, contact our customer service at 800-462-5410 Monday – Friday from 7 a.m. to 7 p.m. CST.

Eligibility and Enrollment

Can I add a family member to my plan?
Yes. A legally married spouse and unmarried, dependent children are eligible to be covered under your dental plan. If you need to add a spouse or child to your coverage, contact your Human Resources/Benefits Department for employer dental plans or complete an enrollment form if enrolled in Delta Dental’s Individual Policy.
For full details regarding eligibility please refer to your Certificate of Coverage or contact customer service at 1-800-462-5410.
Do you offer individual dental plans?
Yes. Delta Dental offers individual and family dental and vision plans for those who do not receive coverage through their employer. For more information about our individual dental and vision plans, click here.
How do I update my address?
If you receive your dental insurance through your workplace, contact your Human Resources/Benefits Department to update your address. If you purchased your dental insurance directly from Delta Dental, you can download a change form here.
What are the age limitations for dependent children?
Unless requested by a company for an employee plan, dependent children can continue coverage until the end of the month in which they turn 26. It is the responsibility of the policy holder to terminate a dependent’s coverage when they reach the age limit. To confirm the age limitation for your plan, please login to our website. Age limits can be found on the “Patient Benefit Report” page.
Who is eligible for coverage under a Delta Dental Individual and Family plan?
You must be an Arkansas resident to be eligible for coverage. Acceptance is guaranteed regardless of age, dental history or pre-existing conditions.

Benefits and Claims

Do I need pre-approval for major dental work?
We do not require a pre-approval for services received, but we recommend a predetermination of the claim for any non-emergency treatment plan of $300 or more. This predetermination of benefits informs you and your dentist, before the procedure is performed, if it is a covered procedure and what the reimbursement for the covered procedure will be. Please discuss this option with your dentist.
Do I need to submit a claim after receiving treatment or will my dentist handle it?
If you receive treatment from an in-network dentist, they will file all claim information for you. However, you may be responsible for submitting claim information if you visit a non-participating dentist. Claim forms can be downloaded here. To ensure efficient claim processing, please complete sections 1-17 of the claim form and present the form to your dentist for completion. All claims must be submitted within 12 months of the date services were completed. Claim forms should be mailed to:
Delta Dental of Arkansas
Attn: Claims Department
PO Box 15965
Little Rock, AR 72231
Does Delta Dental cover cosmetic dentistry and orthodontics?
Cosmetic dentistry is not covered by Delta Dental. Orthodontia is covered by some group plans. Please review your benefits to see if orthodontia coverage is available under your plan. You may also contact Customer Service at 1-800-462-5410 for information on your dental benefits.
How can I determine if I owe an additional amount for a dental procedure not covered by Delta Dental?
After you visit your dentist, you will receive an Explanation of Benefits. The Explanation of Benefits will display the fee your dentist submitted, the amount Delta Dental will cover and the amount you owe for the service. If you owe any amount, you will need to pay your dentist the remaining balance. You may also access your Explanation of Benefits when you login to the Member Connection section of this website.
How can I recommend that my dentist participate in Delta Dental’s network?
There are several ways to recommend a dentist. If you receive your dental coverage through your workplace, you can contact your Human Resources/Benefits Department and submit the dentist’s name. You can also call our Professional Relations Department at 1-800-462-5410. The dentist can also contact Delta Dental of Arkansas directly.
How do I appeal a denied claim?
You have the right to appeal a denied claim. Appeals must be submitted within 180 days of the date on the notice of the claim denial. Please state why the claim should not have been denied and include the denial notice and any other documents, information or comments you believe may have an influence on the appeal of the claim. Delta Dental will send you a response within 60 days of your notice of appeal. Please send your appeal to:

Delta Dental of Arkansas

Attn: Customer Service Support

P.O. Box 15965

Little Rock, AR 72231
How do I change dentists?
Simply make an appointment with your new dentist of choice. To see if the dentist is a Delta Dental Participating Dentist, use our Find a Dental Provider tool.
How do I find a Delta Dental dentist or check to see if my current dentist is a Delta Dental dentist?
You can view a listing of Delta Dental dentists online by visiting the Find a Dental Provider tool. You can also call Customer Service at 1-800-462-5410.
How will I get reimbursed for dental services?
An in-network dentist will file your claim and be reimbursed directly by Delta Dental of Arkansas. You may be responsible for any co-insurance, co-payment, and/or deductible due the dentist. If you choose to visit a non-participating dentist, you may be responsible for all payments and charges to the dentist at the time of treatment. You may also be responsible for submitting the claim form to Delta Dental of Arkansas. If you file a dental claim, Delta Dental will send you reimbursement for the covered services in most cases. Claim forms can be downloaded here.
My dentist is not a Delta Dental dentist. Can I still visit him or her?
Yes, you have the freedom to choose your own dentist. Seeing out-of-network dentists will potentially be more costly because they have not agreed to accept Delta Dental’s pre-negotiated fees. You will be responsible for the difference between what your Delta Dental plan covers and what the non-participating dentist charges. If you visit an out-of-network dentist, you may need to file your own claim. You can obtain a claim form here.
What are the advantages of visiting a Delta Dental dentist?
The main advantage is the cost savings to you. Our network dentists have agreed to accept lower pre-negotiated fees as payment for the services provided under your plan, which saves you money. Another advantage is that a participating dental office will file all claims for you. Also, Delta Dental will pay the dentist directly. You are only responsible for any deductible, co-insurance or co-payment at the time of your visit.
What does coordination of benefits mean?
Coordination of benefits occurs when a member has dental coverage from more than one dental plan. When the claim is submitted, special criteria helps determine which dental plan is primary and which is secondary. The primary plan must pay its portion of the claim before the secondary plan pays its portion. When Delta Dental is primary, the claim is processed normally. When Delta Dental is secondary, the claim is processed, so that the combined payments provide maximum coverage without exceeding 100% of the total claim amount.

Some employer dental plans include a non-duplication clause for coordination of benefits. In this case, Delta Dental is the secondary carrier, and payment is determined by deducting the primary carrier's payment from the amount that Delta Dental would have paid if there had not been a coordination of benefits.
What does Delta Dental Premier, Delta Dental PPO or Delta Dental Premier Plus PPO mean?
Delta Dental Premier, Delta Dental PPO or Delta Dental Premier Plus PPO refers to our dentist networks. Delta Dental of Arkansas has two networks – Delta Dental Premier and Delta Dental PPO. Your plan will determine which network is available to you. The Delta Dental Premier Plus PPO plan gives you the option to choose a dentist from either network. When a dentist participates in Delta Dental’s network, they agree to accept Delta Dental’s discounted fee as full payment for dental services. Delta Dental PPO dentists have agreed to a deeper discount for dental services, which saves you the most money.

Delta Dental PPO Delta Dental Premier Non-Participating
(A) Initial fee charged by your dentist $100 $100 $100
(B) Our contracted plan allowance $75 $95 $72
(C) % allowance paid under your plan 80% 80% 80%
(D) Delta Dental pays B x C = $60.00 B x C = $76.00 B x C = $57.60
(F) You Pay B – D = $15.00 B – D = $19.00 A – D = $42.40
What if I am unhappy with the dental care I received or wish to file a complaint against a dentist?
You are welcome to file a complaint with Delta Dental of Arkansas concerning any quality of care issues you may have. Please detail your complaint in writing and mail to:

Delta Dental of Arkansas
Attn: Benefit Services
PO Box 15965
Little Rock, AR 72231
What is a predetermination?
A predetermination informs you and your dentist, before the procedure is performed, if it is a covered procedure and what the reimbursement for the covered procedure will be. A predetermination, or pre-approval, is recommended for any non-emergency treatment plan of $300 or more. You will receive an estimated dollar amount of how much Delta Dental will cover for the planned procedure. A predetermination is valid 12 months from the issue date, and is subject to eligibility, benefit maximums, coordination of benefits (if applicable) and group and dentist status at the time services are provided.
What services are NOT covered under this plan?
For a complete list of services not covered, please visit our website to view the Schedule of Benefits. General services that are not covered include:
  • Tooth implants
  • Tooth whitening
  • Athletic mouth guards
  • Braces and retainers
  • Treatment for TMJ (temporomandibular joint disturbances)
  • Services to correct cosmetic dentistry
  • Dental care started prior to the date the patient became covered under this plan
Where can I get information about my benefits?
You can view benefit information for your dental plan when you login to the Member Connection section of this website. You can also call Customer Service at 1-800-462-5410.
Where do I mail a claim?
If you are enrolled in an Individual or Family ACA plan, please mail claims to:

Delta Dental of Arkansas
PO Box 9085
Farmington Hills, MI 48333-9085

Paper claims for Delta Dental of Arkansas members should be mailed to:

Delta Dental of Arkansas
PO Box 15965
Little Rock, AR 72231

ACA Marketplace

How does the Affordable Care Act (ACA) affect dental coverage?
Generally, the ACA mandates that all health insurance carriers include certain benefits in their health care plans. These benefits are commonly referred to as Essential Health Benefits (EHBs), and pediatric dental care is one of these benefits. When a stand-alone dental plan, such as Delta Dental, is available, federal regulators allow medical carriers not to include pediatric dental in their EHB policies, and pediatric dental benefits can be purchased from Delta Dental.

EHB benefits include the following:

1. Ambulatory patient services

2. Emergency services

3. Hospitalization

4. Maternity and newborn care

5. Mental health and substance use disorder services, including behavioral health treatment

6. Prescription drugs

7. Rehabilitative and habilitative services and devices

8. Laboratory services

9. Preventive and wellness services and chronic disease management

10. Pediatric services, including oral (dental) and vision care

The specific services that must be covered under each of the 10 general categories identified above vary on a state-by-state basis.
Up to what age are EHB-compliant pediatric dental benefits offered?
EHB-compliant pediatric dental benefits are provided up to age 19 in Arkansas.
Will Delta Dental of Arkansas offer plans through the Health Insurance Marketplace?
Yes. Delta Dental of Arkansas will offer EHB-compliant plans for individuals and families on the individual Health Insurance Marketplace, including a dental pediatric-only option.