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Frequently Asked Questions
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Contact your benefits advisor or Mutual of Omaha representative for more information.
Don't have a Mutual of Omaha representative? Use Sales & Service Office Look-Up to find the office nearest you
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How do Mutual of Omaha and United Concordia team together to offer DentaBenefits?
How can the Advantage Plus network save my employee money?
Does my employee have to use a dentist from the Advantage Plus network?
If a participating dentist makes a referral to a dentist or specialist who is not part of the Advantage Plus Network, will the charges be covered by this dental plan?
If a dentist doesn't belong to the Advantage Plus network, how can he or she participate?
Do my employees need to certify their eligible dependents?
What if my employees have other questions about their dental plan?
How do I use web enrollment?
How can I help an employee find a participating dentist?
Where can I get a complete provider directory for my employees?
Who do I contact for eligibility and billing issues?
Who do I contact for claim issues?
How can I help an employee get a new ID card?
Where do I direct my employees with claim questions?
What is the claim appeal process?
How do Mutual of Omaha and United Concordia team together to offer DentaBenefits?
DentaBenefits brings together the best of two companies:
- United Concordia - As the exclusive underwriter of DentaBenefits, United Concordia is responsible for the network, claims and customer service. With over 30 years experience providing dental products and services, United Concordia has the technology, reliability and expertise you deserve.
- Mutual of Omaha - As the exclusive distributor of DentaBenefits, Mutual of Omaha is a Fortune 500* organization supported by sales and service offices nationwide. With more than 60 years experience in employee benefits and a reputation for quality service, it's a name you know and trust.
*Fortune 500 Magazine, March 2007
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How can the Advantage Plus network save my employee money?
When using in-network dentists, out-of-pocket costs generally are lower because employees are responsible for paying only applicable coinsurance and deductible amounts for covered services. When using dentists who are not in the network, employees are responsible for paying the difference between the amount the plan pays and the dentist's actual billed charges.
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Does my employee have to use a dentist from the Advantage Plus network?
No. Employees have the flexibility to select any licensed dentist each time they have a need for dental care. Keep in mind, though, that selecting a network dentist generally results in lower out-of-pocket costs for covered services.
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If a participating dentist makes a referral to a dentist or specialist who is not part of United Concordia's Advantage Plus Network, will the charges be covered by this dental plan?
It is recommended that employees ask if a dentist participates in the network prior to receiving services. If referred to a dentist outside the network for covered services, employees will be responsible for the difference between United Concordia's reimbursement and the dentist's full charge.
Periodically, dentists are added to, or removed from the network. An up-to-date listing of network providers can be found using the Find a Dentist feature.
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If a dentist doesn't belong to the Advantage Plus network, how can he or she participate?
Employees are encouraged to Nominate Your Dentist to join the network. Simply enter the requested information. United Concordia will provide the nominated dentist with all the information and documents necessary to apply for participation in the program.
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Do my employees need to certify their eligible dependents?
If the employee has a dependent nearing the limiting age of coverage, they will be mailed a Dependent Certification Form requesting information that will enable United Concordia to determine if the dependent is eligible for an extension of coverage under the terms of the plan. Submit the completed form to the address indicated on the form.
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What if my employees have other questions about their dental plan?
They should contact their benefits administrator or call the customer service number on their United Concordia ID card.
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How do I use web enrollment?
Our online administration features give you the power to enroll new employees and make changes that immediately register to your account. Our secure web enrollment system is an Internet-based software program, available at no additional cost, which allows you to access and/or update eligibility and enrollment information housed on Mutual of Omaha's system. Web enrollment requires a personal computer, an Internet service provider and a web browser of version 4.0 or greater. Updates are made in real-time, and all entries and changes are validated against your specific plan provisions to ensure accuracy.
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How can I help an employee find a participating dentist?
The DentaBenefits provider look up is available on-line through www.dentabenefits.com. Go to 'Member Snapshot', and Find a Dentist. There are five specific search options designed to assist the employee with locating a participating provider. The employee needs only to enter their criteria for the desired search area.
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Where can I get a complete provider directory for my employees?
Please contact your Mutual of Omaha Sales or Service Representative for a Login ID and Password.
All directories are maintained on www.dentabenefits.com. Go to 'Employers Snapshot', 'Plan Administration Resources', and Provider Directory.
There are three separate search options available. They include:
- A complete directory for a given state
- An address-based directory using a home or work address as the starting point
- By specific city (up to three states can be selected, with multiple cities with each state).
Follow the prompts for designing your directory. Provide the email address to which the completed directory is to be sent.
Note: Depending on your selection criteria and the speed of your Internet connection, processing could take up to 24 hours and the directory file could be of considerable size.
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Who do I contact for eligibility and billing issues?
Your Mutual of Omaha Service Representative can assist you, or you may call the Centralized Service Team handling your state:
| Eastern Region |
Central Region |
Western Region |
| 800-769-7159 |
800-369-3809 |
800-655-5142 |
| AL, DC, DE, FL, GA, KY, MA, ME, MS, NC, NH, NJ, NY, PA, RI, SC, VA, VT, PR, VI |
AR, IL, IN, KS, LA, MI, MN, MO, ND, OH, OK, TX |
AK, AZ, CA, CO, HA, IA, ID, MT, NE, NM, NV, OR, SD, UT, WA, WY |
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Who do I contact for claim issues?
United Concordia in Harrisburg, PA, administers all dental claims for the DentaBenefits plans. Their Customer Service number is 866-454-3190.
With the new Privacy Laws and HIPAA requirements in place, it is best if the employee makes the inquiry to UCCI themselves. United Concordia is bound by law not to reveal or discuss Protected Health Information (PHI) from anyone other than the individual in question. If you as the Plan Administrator make a request regarding PHI, UCCI may not be able to provide you with the information.
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How can I help an employee get a new ID card?
United Concordia also coordinates the processing of all dental ID cards. UCCI Customer Service at 866-454-3190 will be able to assist the member in getting a new or additional card.
If the employee already has a card and would like additional cards, these can be provided via My Dental Benefits. The employee will need to have the Identification Number (beginning with 'N') printed on their ID card to order through the web site. If they do not have their 'N' number, they are required to call Customer Service to make their request.
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Where do I direct my employees with claim questions?
United Concordia in Harrisburg, PA, administers all dental claims. For questions regarding claim handling, the employee may call UCCI Customer Service at 866-454-3190.
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What is the claim appeal process?
United Concordia provides full opportunity for eligible parties to appeal benefit decisions on post-service claims. The decision may be appealed to our one level appeal process within 180 days of receipt of the benefit determination, unless otherwise regulated by specific state legislation. To appeal a claim, there must be an amount in dispute, a denial reduction or termination of or failure to make payment (in whole or part) based on a determination of eligibility.
All appeals must be made in writing and should be submitted to:
United Concordia Companies, Inc.
P.O. Box 69416
Harrisburg, PA 17106
The appeal should include information not originally submitted for review. The additional information will be considered and a decision made.
Written notification will be issued to the dentist and subscriber within sixty (60) days of receipt of the appeal identifying what action, if any, will be taken. The appeal decision will include the following information:
- The specific reason for the appeal decision;
- Reference to specific plan provisions on which the decision was based;
- A statement that the claimant is entitled to receive upon request and free of charge, reasonable accessibility to and copies of all relevant documents, records, and criteria, including an explanation of clinical judgment on which the decision was based;
- A statement of the claimant's right to bring a civil action under ERISA.
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