Employer: Frequently asked questions

Is Delta Dental of New Jersey open during the COVID-19 pandemic?
Yes, we are open for business, even if our physical office is temporarily closed. Most of our associates are working remotely, so we continue to pay claims, monitor enrollment and eligibility, and more. There may be extended turnaround times on some issues, but we are operational.

Is Customer Service open for live calls?
At the current time, we are unable to take live calls, but we are monitoring customer inquiries on our DeltaDentalNJ.com/contactus page. Please see below for the ways you can contact us.

How do I contact you?
We can be reached via the following ways:
General inquiries:

• Manual eligibility updates: log into our employer portal to view and process eligibility updates in real time. If you have been authorized and need to obtain your username and password, send an email to eliginquiry@deltadentalnj.com.
• Electronic file eligibility (EDI files) are processed within 2 business days of receipt..
• Manual enrollment changes can also be sent to eliginquiry@deltadentalnj.com or faxed to 973-285-4142.

• Members and dentists can verify eligibility, review covered benefits, check claim status, obtain EOBs and print ID cards at DeltaDentalNJ.com.
• The Interactive Voice Response System (IVR) is operational 24/7 for self-service at 800-452-9310.
• Questions can be directed to our web portal at DeltaDentalNJ.com/contactus.

• For self-funded employers with administrative invoices: We will continue to debit claims that are paid in the prior week and notify you via the weekly/monthly claims invoice.
• For fully-insured employers with monthly premium debits: We will continue to debit premiums on a monthly basis.

What’s the best way to stay informed?
The latest updates will be posted on our website. Check DeltaDentalNJ.com/COVID19 for the latest updates on our office hours, etc.

My company is experiencing financial difficulties due to COVID-19. What happens if I can’t pay my premium on time?
We will not terminate any dental benefit contract for non-payment through June 30th. If you are having issues with meeting premium payments due to COVID-19, please contact your account representative or our accounts receivable department at AccountsReceivable@deltadentalnj.com.

Are my employees still covered during a furlough, leave of absence, reduction of hours, illness, or disability?
We will provide dental benefits as long as the group dental benefit contract remains in place and the employee or dependents continue to be enrolled in the plan. Group contract-holders are responsible for collecting and remitting payment to us.

What if an employee is quarantined? Are they still covered?
If the employee remains employed and enrolled in the plan, there will be no impact on coverage.

What happens if an employee terminates during this time?
In the event a terminated employee is eligible for continuation of benefits through COBRA or applicable state law, we will provide dental benefits as long as the group dental benefit contract remains in place and the terminated employee selects continuation. The group contract-holder, directly or through the COBRA administrator, is responsible for collecting and remitting payment to us. However, any termination made after the 15th of the month will require payment of premium in full for that month.

Are dentists still open?
Per professional dental organization and government guidelines, dental offices are closed except for emergency dental care – and some dental offices have closed for all visits, including emergencies. Routine visits will need to be rescheduled once it is considered safe to do so.

What is classified as a dental emergency?
A dental emergency generally includes the following symptoms: severe pain, acute infection, swelling, and/or persistent bleeding. We suggest that a person experiencing any of these symptoms first contact their regular dentist to schedule an appointment and guide their care options. If their dentist is closed, we recommend that the employee ask their dentist for a referral to another dentist that they know is open.

What if I have a dental emergency and my dentist is closed?
If a dentist is closed, visit DeltaDentalNJ.com/FAD (Find a dentist) to find a nearby dentist who is taking emergency cases. At the time of this writing, there are many dentists who are willing to see patients from other dentists in emergency situations.

What if I can’t find a dentist in my network who is open?
We encourage our members to take care of their dental health needs. Please submit the claim as usual with a statement regarding your situation. We will be glad to review the claim on a case-by-case basis. It is important our customers are not affected by this time of uncertainty.

Should I go to an emergency room?
We encourage you to make every effort to visit a dentist first, whether it is your normal dentist or another, before going to the emergency room. This will help minimize exposure to COVID-19 and keep emergency room resources available for those with potentially life-threatening illnesses.

Can I visit my dentist virtually online?
Teledentistry provides an opportunity to receive dental advice and evaluations remotely via video teleconferencing. You should check with your dentist to see if they offer teledentistry. Delta Dental covers virtual emergency examinations to validate the nature of a patient’s dental emergency and review your current medical status.

How can I provide self-care until I can see my dentist?
Brushing twice a day and flossing at least once can help you stay on top of your oral health. Avoid sharing toothbrushes with others and disinfect your toothbrush by soaking the bristles in a cup of hydrogen peroxide. A few minutes of care per day will go a long way to maintaining your oral health.

What if I can’t find a dentist in my network who is open?
We encourage our members to take care of their dental health needs. If a network provider is not available within a reasonable distance and you need to visit an out of network provider, you should submit your claim in the normal manner with a statement about your situation. We will review and consider claims as we receive them and we will work with you and the provider to resolve any issues.