denplan extensive handbook 11-10
TRANSCRIPT
-
8/3/2019 Denplan Extensive Handbook 11-10
1/16
Denplan ExtensivePolicy Handbook
-
8/3/2019 Denplan Extensive Handbook 11-10
2/16
02
Contents
03Welcome to Denplan
03How to contact us
04What does Denplan Extensive cover me or
05What we do or you
06The claiming process
07-15Policy Terms and Conditions
-
8/3/2019 Denplan Extensive Handbook 11-10
3/16
03For urther inormation visitwww.denplan.co.uk/employees
Welcome to DenplanThank you or choosing a dental plan arranged by Denplan. In this handbook youll nd
everything you need to know about your dental plan, how to claim and what services you
have access to. And i you would like to speak with one o our advisors you can call them on
one o the numbers shown below they will be happy to answer any questions you may have.
How to contact us:
24-Hour Worldwide Dental Emergency
Helpline
I in the UK call:0800 7315 052
I outside the UK call:
+44 (0)1962 844571
Lines are open rom 8.00am to 5.30pm on Monday to Thursday and 8.00am to 4.30pm on
Friday Denplan may record and/or monitor calls. Mobile phone charges may apply.
For all general enquiries, including
help with fnding a dentist
Call:0800 838 951
Email:
Web:
www.denplan.co.uk
or the Find a Dentist service
-
8/3/2019 Denplan Extensive Handbook 11-10
4/16
04
What does Denplan Extensive cover me or?Denplan promote and encourage preventive dentistry. The dental plans we arrange could help
keep you dentally t which in turn may help keep you in good overall health. Your dental
plan includes:
Routine treatments reimbursement towards your regular dental treatments such as
check-ups, hygiene appointments and x-rays. You have cover or up to 300 per policy
year towards these treatments
Restorative dental treatments covers you or reimbursement towards more costly
treatments such as llings, crowns, bridges or dentures. You can claim back 80% o the
cost or eligible restorative treatments, up to 400 per policy year
NHS treatment i youre having NHS treatment this dental plan covers you or 100%
reimbursement o all NHS dental charges. The NHS charges or treatments varies
depending on where you live within the UK - see page 8 or details
Worldwide dental injury and dental emergency cover your dental plan includes up to
10,800 cover or eligible dental injuries and dental emergencies, both in the
UK and abroad
Mouth cancer cover your dental plan will cover you or up to 12,000 per policy year
(cover not immediate)
How does it work?
When you go to the dentist or a check-up (50*), hygienist visit (50*) and have a lling
(80*) you will get 164 reimbursement (providing you meet the terms o the dental plan).
*Source: Denplan Insurance Benets Survey 2010. 434 responses rom member dentists.
-
8/3/2019 Denplan Extensive Handbook 11-10
5/16
05For urther inormation visitwww.denplan.co.uk/employees
What we do or youWe take care o you rom the moment you join Denplan and throughout your time with us.
Finding a dentist
You can go to any dentist whether private, NHS or Denplan but i you would like help nding one
you can take advantage o our Find a Dentist service. You can choose rom one o approximately
6,500 Denplan member dentists in the UK either online or by calling us on 0800 838 951*.
The Denplan website lists the services oered by each dentist and includes those with various
specialisms.
24-Hour Worldwide Dental Emergency Helpline
What to do in the event o a dental emergency in the UKI you need help urgently in the event o a dental emergency you can ring the helpline on
0800 7315 052* and speak with an advisor. They will be able to give you advice and can help
you nd a dentist (i you cannot see your own) to provide the necessary treatment. You can claim
up to 200 per incident or temporary emergency dental treatment; please reer to page 7
or ull details.
What to do in the event o a dental emergency abroad
I you need help urgently in the event o a dental emergency and you are abroad you can ring the
Denplan helpline on +44 (0)1962 844 571* and speak with an advisor. They will be able to give
you advice about how to nd a dentist to provide the necessary dental treatment. You can claim
up to 400 per incident or temporary emergency dental treatment; please reer to page 7
or ull details.
*Lines are open 24 hours all year round calls may be recorded and/or monitored. Mobile phone charges may apply.
-
8/3/2019 Denplan Extensive Handbook 11-10
6/16
06
The claiming process
1. Once treatment has been completed pay the dentist and obtain an itemised receipt toensure prompt reimbursement.
2. Fill in the claim orm, which was included in your welcome letter or downloaded rom our
website www.denplan.co.uk/employees as an editable PDF. Or you can call us on
0800 838 951* and we can send you one.
3. Once the claim orm is completed, attach the itemised receipt as well as proo o payment
and send it to Denplan Corporate, Denplan Court, Victoria Road, Winchester SO23 7RG.
Provide us with as much inormation as possible about your claim to help prevent delays
to your payment which is usually sent within ve working days. I we require urther
inormation to assess your claim, such as your dental records, we will contact you.
*Lines are open rom 8.00am to 5.30pm on Monday to Thursday and 8.00am to 4.30pm on Friday calls may be recorded and/
or monitored. Mobile phone charges may apply.
Things to remember when making your claim
1. Check your dental plan start date as treatment prescribed beore the original plan
start date will not be reimbursed.
2. Please ll in one claim orm per person.
3. Make sure the policyholder/patient signs the claim orm.
4. Attach a ully itemised receipt showing proo o payment and treatment breakdown,
including the type o treatment and the date o treatment.
5. I you have received NHS treatment, make sure it is clearly stated on the receipt.
-
8/3/2019 Denplan Extensive Handbook 11-10
7/16
07For urther inormation visitwww.denplan.co.uk/employees
BeneftsDenplan
Extensive
For ull
details
100% reimbursement
For NHS treatment. Section 4.
(page 11)
Routine examinationsUp to 100
per policy year
Section 4.g
(page 11)
Hygiene treatmentsUp to 120
per policy year
Section 4.g
(page 11)
Dental x-raysUp to 80
per policy year
Section 4.g
(page 11)
Restorative treatments
80% o the cost
up to 400
per policy year
Section 4.h
(page 11)
Worldwide dental injuryCover or up to 2,500 o treatment per dental injury or up to our
incidents per policy year.
Section 4.a
(page 9)
Worldwide emergency dental treatment
In the UK: up to 200 o treatment per incident or up to our
incidents per policy year.
Outside the UK: up to 400 o treatment per incident or up to two
incidents per policy year.
There is an overall maximum o 800 per policy year or this benet.
Section 4.b
(page 9)
Dentist call-out ees
Up to 100 per incident or up to two incidents per policy year.
Section 4.c(page 10)
Hospital cash beneft
50 or each night you stay overnight in hospital, up to 1,000
per policy year, or dental treatment under the care o a consultant
specialising in dental or maxilloacial surgery in relation to a head or
neck condition.
Section 4.d
(page 10)
Mouth cancer cover
Up to 12,000 towards one course o treatment or up to 18 months
ollowing diagnosis (smokers are included).
Section 4.e
(page 10)
24-Hour Worldwide Dental Emergency Helpline
Policy Terms and ConditionsThis document constitutes the ull terms and conditions oyour dental policy, which is or the policy term.
1. Beneft table
Please reer to the benet table below to see the benets oyour policy - the reerenced section
o the terms and conditions contains a ull description o the benets, exclusions and restrictions
which relate to your policy.
-
8/3/2019 Denplan Extensive Handbook 11-10
8/16
08
2. Defnitions
The words, which appear in this policy in bold, have specic meanings, which are explained below:
appropriate mouth protection - a sports mouthguard.
commencement date - the cover start date as shown in your welcome letter or other notices issued by
Denplan Limited.
contact sport - rugby, lacrosse, hockey, boxing, wrestling, ice hockey and any sport where it is common
practice to wear mouth protection.country o residence - the country in which you are resident on a limited or unlimited secondment in
agreement with your employer.
dental call-out - the necessity or a dentist in the UK to re-open the practice between the hours o 6.00pm
and 8.00am on weekdays or weekend and bank holidays or outside the UK, outside the practices normal
working hours.
dental implant - a titanium root-shaped xture designed to integrate with the bone, to replace the root o a
tooth and support the replacement teeth.
dental injury - an injury to the teeth or supporting structures (including damage to dentures whilst being
worn) which is directly caused suddenly and unexpectedly by means o a direct external impact.
dental specialist - a specialist dental practitioner accredited by the General Dental Council (GDC) in the UK
practising in one o the recognised dental specialist areas contained within The Specialist List held by the
GDC at www.gdc-uk.org
dentist - in the UK, a dental surgeon who is currently registered with the General Dental Council (GDC)
together with any other regulatory authority. I the dentist is outside the UK, a dental surgeon who is currently
registered with the appropriate national regulatory authority.
mouth cancer - a malignant tumour, with its primary site being in the hard and sot palate, gland tissue
(including accessory, salivary, lymph and other gland tissue) in the mucosal lining o the oral cavity but
excluding the tonsils, which is characterised by the uncontrolled growth and spread o malignant cells and
the invasion o tissue. This excludes non-invasive cancer in situ and HIV related tumours.
NHS price bandings - the prevailing charging structure or NHS treatment carried out in England, Wales,
Scotland, Northern Ireland and the Isle o Man. At the time o printing, the charge structure in England, Wales
and the Isle o Man was based on three price bandings (details can be ound at www.nhs.uk). In Scotland
and Northern Ireland, a schedule o treatment charges apply (see www.scotland.gov.uk/dentistry or Scotland
and www.centralservicesagency.com/display/dentala or Northern Ireland)
permanent treatment - denitive treatment that is clinically necessary to secure and maintain oral health.
policy term - the twelve month period immediately ollowing the commencement date or, i shorter, the period
o time between the commencement date and the renewal date. In the case o a renewed policy the twelve
month period immediately ollowing the renewal date. This may also reer to a non twelve month period as
agreed by your employer and conrmed in your joining details.
premium - the money due to us with regard to the provision o this policy.
restorative dental treatment clinically necessary dental treatment required to maintain the oral health o a
patient in the opinion oyourdentist. This may include treatment such as llings, crowns, bridges and dentures.
specialist dental treatment - dental treatment carried out by a dental specialist, within their specialist area.
temporary emergency dental treatment - temporary dental treatment provided at the initial emergency
appointment urgently required or the relie o severe pain, arrest o haemorrhage, the control o acute
inection or a condition which causes a severe threat to your general health. For the avoidance o doubt any
subsequent treatment required ater the initial emergency appointment is specically excluded.
United Kingdom (UK) - England, Wales, Scotland, Northern Ireland, Isle o Man and the Channel Islands.
we, us, our - AXA PPP healthcare Limited.you, your - a person who has been accepted or cover under this policy.
-
8/3/2019 Denplan Extensive Handbook 11-10
9/16
What is covered What is not covered
The cost otemporary emergency dental treatment
carried out by a dentist within the UK and overseas,
up to the limits stated in the benet table
Dental prescription charges are included
Reimbursement o costs to the emergency helpline
are covered, i calling rom overseas
General exclusions (see section 5)
Any subsequent treatment required ater the
initial appointment (however, you may have
cover under section 4.h Worldwide restorative
dental treatment)
Permanent treatment (however, you may have
cover under section 4.h Worldwide restorative
dental treatment)
3. Eligibility
You can only be covered under the terms and conditions o this policy, rom the commencement date, iyou:
a. pay your premium direct to Denplan and are resident in the UK or at least 180 days during the policy term; or
b. are entitled to enter the scheme in accordance with the eligibility rules dened by your employer; or
c. are related to an eligible employee who is also covered on the corporate scheme.
Your insurance cover under this policy will end at the earliest o the ollowing:
d. the expiry o the policy term; or
e. when you are no longer eligible to remain in the scheme according to the eligibility rules dened by youremployer; or
. in the case o a company unded scheme, the last day o the month in which your employment ceases,
unless we have agreed otherwise with your employer.
4. Schedule o benefts
a. Worldwide dental injury
09For urther inormation visitwww.denplan.co.uk/employees
What is covered What is not covered
The costs o dental treatment received by you
carried out by a dentist in connection with a dental
injury which happens ater the commencement
date, up to the limits stated in the benet table
Dental prescription charges are included
Idental implants are clinically required, benets
will be paid under the Implant Upgrade cover.
Iyour policy does not include the Implant Upgrade
cover, we will pay up to 1,000 towards the cost o
the equivalent bridgework treatment
General exclusions (see section 5)
You are only covered or treatments in connection
with dental injuries that commence within a period
o 6 months o the date o the original incident
and/or notication o an intention to claim, and
while your policy is in orce.
You are only covered or treatment received within
24 months o the date o the injury.
Dental injury caused in the consumption o ood
(including oreign bodies contained within the ood).
Dental injury caused whilst training or orparticipating in contact sports (including training)
unless appropriate mouth protection is worn.
Note: Iyour treatment under this benet spans a renewal period, we will treat the claim as a continuing
claim and we will continue to cover your treatment ater the renewal date, with benets subject to the policy
limits o the policy term in which the incident took place.
b. Worldwide emergency dental treatment
-
8/3/2019 Denplan Extensive Handbook 11-10
10/16
10
c. Dentist call-out ees
What is covered What is not covered
The cost odental call-outs in the event o a dental
injury or dental emergency up to the limits stated in
the benet table
General exclusions (see section 5)
d. Hospital cash beneft
What is covered What is not covered
You can claim hospital cash payments as described
in the benet table iyou are admitted overnight
as an in-patient to a licensed medical or surgical
hospital or dental treatment under the care o a
consultant specialising in dental or maxilloacial
surgery in relation to a dental condition
General exclusions (see section 5)
e. Mouth cancer cover
What is covered What is not covered
Treatment charges up to the limits stated in the
benet table or treatment omouth cancer
General exclusions (see section 5)
Mouth cancer diagnosed beore or within 90 days
o when you were rst provided with mouth cancer
cover by us or or which tests or consultation beganwithin those 90 days, even i the diagnosis is not
made until later.
You are only covered or treatment received within
18 calendar months o the date o diagnosis.
You are only covered or one course o treatment
in connection with a specic occurrence omouth
cancer. No urther benets are payable in the event
o a re-occurrence o this same cancer, either at the
same site or at a dierent location.
You are only covered or treatment given by aconsultant who is recognised as a specialist in
cancer treatment by the NHS or the States o
Guernsey and Jersey or your country o residence or
treatment provided by another medical practitioner
under reerral rom a consultant.
Charges or consultations or tests or noninvasive
tumours under the mouth cancer cover benet, or
tests that dont result in a diagnosis omouth cancer.
Mouth cancer which is related in any way to HIV
inection or AIDS.
Mouth cancer resulting rom the chewing o tobacco
products or betel nut, or rom prolonged alcohol abuse.
-
8/3/2019 Denplan Extensive Handbook 11-10
11/16
11For urther inormation visitwww.denplan.co.uk/employees
. NHS treatment
What is covered What is not covered
100% reimbursement or treatment carried out
under the NHS price bandings (see denitions or
urther details)
General exclusions (see section 5)
Note: You must supply a clear, itemised NHS receipt to claim reimbursement under the NHS benet. In the event
that we are unable to establish you have received NHS treatment, we will assess your claim as private treatment,
under benets 4.g (Worldwide routine dental treatment) and 4.h (Worldwide restorative dental treatment).
g. Worldwide routine dental treatment
What is covered What is not covered
Clinically necessary routine dental examinations,
hygiene treatments and dental x-rays carried out bya private dentist, up to the maximum limits stated
in the benet table
General exclusions (see section 5)
h. Worldwide restorative dental treatment
What is covered What is not covered
Clinically necessary restorative dental treatment
and specialist dental treatment carried out by a
private dentist to maintain your oral health
These treatments include, but are not limited to;
llings, crowns, bridges, dentures, impressions,
extractions, root canal treatment, periodontal
treatment, orthodontic treatment (grades 4 5 on
the IOTN scale), mouthguards or teeth grinding
The overall maximum reimbursement level or this
benet is stated in the benet table or your chosen
level o cover
General exclusions (see section 5)
Mouthguards or the purposes o sporting activities
Orthodontic treatment that is not clinically
necessary (grades 1 3 on the IOTN scale)
Dental implants, and all costs associated with the
preparation and tting o such a device (although
you may have cover under section 4.a Dental
injury iyou require dental implants as the result o
a dental injury)
For inormation on the Index o Orthodontic Treatment Need (IOTN) scale, see www.bos.org.uk
or contact Denplan.
-
8/3/2019 Denplan Extensive Handbook 11-10
12/16
12
5. General exclusions
This policy does not provide cover or:
a. Any treatment not deemed to be clinically necessary.
b. Any dental treatment which was prescribed, planned, diagnosed as necessary or is currently taking place
at the commencement date.
c. Damage caused by toothbrushing or other oral hygiene procedures.
d. Loss o, or damage to dentures, other than whilst in the mouth.
e. Reimbursement or travelling expenses, incidental expenses or telephone calls (unless to the emergency
helpline rom overseas).
. Treatment, care or repair to teeth, gums, mouth or tongue in connection with mouth jewellery.
g. Dental consumables, such as toothbrushes, mouthwash and dental foss.
h. Dental procedures carried out by a hospital, or example, wisdom teeth extractions.
In addition, no benet will be payable under section 4 as a result or consequence o any o the ollowing:
i. Sel-inficted dental injury.
j. Dental injury caused by laparoscopic procedures.
6. Claims general
When determining claims Denplan act on behal o the underwriter, AXA PPP healthcare Limited. Denplan
have the delegated authority to do so, and in this instance are not acting as your intermediary, but as the
agent o AXA PPP healthcare Limited.
a. (i) Your claim must be notied to Denplan by you ully completing and signing the ocial claim orm.
Incomplete claim orms will be returned and may cause a delay in your claim being assessed. In
any event claim orms must be completed at your own expense and should be received by Denplanwithin 60 days o receiving your dental treatment, i reasonably possible.
(ii) Your claim must be supported by proo o treatment detailing the dates and costs o each individual
treatment. The proo must be a ully itemised receipt or an ocial document issued by the treating
practice in English, i reasonably possible. Where a receipt or an ocial document is unobtainable
the treating dental surgery must sign and stamp the completed claim orm.
(iii) Please note it may be necessary to provide relevant x-rays and/or your dental records in support
o a claim.
b. No benet will be payable i Denplan have not received proo o all acts relevant to your claim. This
shall include but not be limited to:
(i) proo oyour eligibility or cover on the date o treatment;
(ii) proo o the dental treatment, including the type o treatment received and date o treatment. This
may be by way o a medical report (at your own expense);
(iii) proo o payment or the dental treatment being claimed or;
(iv) or claims under the worldwide dental injury benet, details pertaining to the circumstances o the
injury you have experienced.
c. In all cases we reserve the right to recover any incurred costs as a result o a third partys involvement.
In addition iyou have another dental insurance policy we reserve the right to pay an appropriate
apportionment o the claim.
-
8/3/2019 Denplan Extensive Handbook 11-10
13/16
13For urther inormation visitwww.denplan.co.uk/employees
d. Claims settlement will be made payable to the policyholder, or any other third party as specied by the
policyholder on the claim orm. All cheque settlements must be sent to a UK address, and all direct
credit settlements must be paid into a UK clearing bank account.
e. I the treatment is received abroad then we will pay benets in pounds sterling. This means we will need
to convert the expenditure into sterling using FXConverter at www.oanda.com. The exchange rate will be
calculated at the rate in orce at the date o the receipt, and will be the basis o the settlement.
. There may be instances where we are uncertain about the eligibility o a claim. I this is the case we
may at our own cost ask a dentist or other medical specialist, chosen by us, to advise us about themedical acts relating to a claim or to examine you in connection with the claim. In choosing a relevant
dentist or specialist we will take into account your personal circumstances.You must co-operate with
any dentist or specialist chosen by us or we will not pay your claim.
g. Any benets we pay or dental treatment to which you or any oyour eligible dependants are not strictly
entitled shall count towards your annual maximum benets available under the policy, but we shall not,
by making any such payment, be liable to pay any uture benets in respect o such dental treatment.
7. Cooling o period and cancellation rights
The Financial Services Authority rules allow certain policyholders to cancel their policy and have their
premium returned. I the policyholder exercises their right to cancel within the 14 day cooling o period we
will then return any premium paid or the policy. The 14 day cooling o period commences on the day that
the contract is concluded or the day that ull policy terms and conditions are received, whichever is the later.
However, i the policyholder does not cancel the policy during the cancellation period the policy will continue
on the terms described in this document. The 14 day cooling o period will also apply rom each renewal
date o the policy. The cooling o period will only apply to you iyou are:
a. paying premiums directly to Denplan;
b. an unincorporated business (a sole trader or a partnership which is not a Limited Liability Partnership)
and are purchasing the cover or yoursel as well as your employees.
Should you wish to cancel your policy with us and the cooling o period applies, you can do so by inorming
Denplan directly via telephone, or sending a letter, ax or email.
Cancellation rights
Should you cancel your policy at any time other than the cooling o period or the end o the policy term,
we reserve the right to reuse reinstatement oyour policy. Should you request to reinstate your
policy ollowing such a cancellation, we will not reinstate your policy or a period o one calendar
year ollowing the cancellation.
-
8/3/2019 Denplan Extensive Handbook 11-10
14/16
8. General
a. This contract between you and us is made up o these terms and conditions, your schedule o cover and
any endorsement provided by us in your welcome or renewal letter.
b. Non payment opremium will result in us suspending your benets, and taking all necessary action to
recover monies outstanding.
c. You and we are ree to choose the law that applies to this policy. In the absence o an agreement to the
contrary, the law o England and Wales will apply.
d. The policy is written in English and all other inormation and communications to you relating to the policy
will also be in English.
e. All policyholders must provide an up-to-date mailing address.
. Iyou pay yourpremium directly to Denplan, Denplan will write to you prior to the end o any policy term
to let you know that we wish to renew your policy and on what terms. I Denplan do not hear rom you
in response, then we may at our option assume that you wish to renew your current policy on those
new terms. Where you have opted to pay the premium by Direct Debit, Denplan may continue to collect
premiums by such method or the new policy term. Please note that i Denplan do not receive your
premium, this may aect your cover. We reserve the right to reuse renewal o the policy.
g. Iyou (or anyone acting on your behal) make a claim under your policy or obtain cover knowing it to be
alse or raudulent, we can reuse to make benet payments or that claim and may declare the policy
void, as i it never existed. Iwe have already paid benet we can recover those rom you. Where we
have paid a claim later ound to be raudulent, (whether in whole, or in part), we will be able to recover
those sums rom you and/or take the appropriate legal action against you.
How is my personal data protected?
Please ensure that you show the ollowing inormation to others covered under your policy, or make them aware
o its contents. Denplan will deal with all personal inormation supplied in the strictest condence as required
by the Data Protection Act 1998. Denplan may send personal and sensitive personal inormation in condence
or processing by other companies and intermediaries and to AXA PPP healthcare as the underwriter o thispolicy. Denplan will extend the same duty o condentiality to any third parties to whom it may subcontract the
administration oyour policy, including those based outside the European Economic Area.
Denplan will hold and use inormation about you and any amily members covered by your policy, supplied by
you, any amily members and your employer (i applicable) to provide the services set out under the terms o
this policy, administer your policy and develop customer relationships and services. In certain circumstances
Denplan may ask medical service providers (or others) to supply Denplan with urther inormation. When
you give Denplan inormation about amily members Denplan will take this as conrmation that you have
their consent to do so. As the policyholder is acting on behal o any amily member covered by this
policy, Denplan will send all correspondence about the policy, including any claims correspondence, to the
policyholder unless advised to do otherwise.
Denplan are required by law, in certain circumstances, to disclose inormation to law enorcement agencies
about suspicions o raudulent claims and other crime. Denplan will disclose inormation to third parties
including other insurers or the purposes o prevention or investigation o crime including reasonable
suspicion about raud or otherwise improper claims.
Iyou have agreed, Denplan may use the inormation you have provided to Denplan to contact you by post,
telephone or electronically with details o other products and services. With your agreement Denplan may
also share some oyour details with other AXA Group companies and other careully selected companies
based in the European Economic Area to enable them to contact you about their products and services.
Iyou change your mind please contact Denplan on 0800 838 951 otherwise Denplan will assume that, or
the time being, you are happy to be contacted in this way.
14
-
8/3/2019 Denplan Extensive Handbook 11-10
15/16
15For urther inormation visitwww.denplan.co.uk/employees
What regulatory protection do I have?
Denplan Limited is an appointed representative o AXA PPP healthcare Limited, which is authorised and
regulated by the Financial Services Authority (FSA). The FSA was established by government to provide a
single statutory regulator or nancial services. The FSA is committed to securing the appropriate degree o
protection or consumers and promoting public understanding o the nancial system. The FSA have set out
rules which regulate the sale and administration o general insurance which AXA PPP healthcare and Denplan
must ollow when dealing with you. AXA PPP healthcares registration number is 202947. This inormation
can be accessed by visiting the FSA register which is on their website: www.sa.gov.uk/register or by
contacting the FSA on 0845 606 1234.
In the unlikely event that AXA PPP healthcare becomes insolvent and is unable to pay the benets under your
group scheme, you may be entitled to claim compensation rom the Financial Services Compensation Scheme
(the FSCS).You will need to meet specic FSCS criteria depending on your particular circumstances. Further
inormation about the operation o the scheme is available on the FSCS website: www.scs.org.uk. To nd out
whether you would be eligible to claim under the scheme you should contact the FSCS (0207 892 7300).
How to complain
It is always the intention o AXA PPP healthcare and Denplan to provide a rst class standard o service.
However, should you have reason to complain you can do so in the ollowing way:
a. In the rst instance, you should document your complaint and send it to Denplan at:
Corporate Customer Service Manager,
Denplan Corporate,
Denplan Court,
Victoria Road,
Winchester
SO23 7RG
Email: [email protected]
Please quote your personal policy or claim number so that your enquiry can be dealt with quickly.
b. Should the matter still not be resolved to your satisaction, you have the right to reer your complaint to:
Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London
E14 9SR
Email: [email protected]
This procedure will not prejudice your right to take legal proceedings. However, please note that there are
some instances when the Financial Ombudsman Service cannot consider complaints.
-
8/3/2019 Denplan Extensive Handbook 11-10
16/16
Denplan Limited, Denplan Court, Victoria Road, Winchester, SO23 7RG, UK.
Tel: +44 (0) 1962 828000. Fax: +44 (0) 1962 840846. Email: [email protected] in England No. 1981238. Registered address 5 Old Broad Street, London EC2N 1AD, UK.
Denplan Limited is an Appointed Representative o AXA PPP healthcare Limited which is authorised and regulated by
the Financial Services Authority. This inormation can be checked by visiting the FSA register which is on their website:
www.sa.gov.uk or by contacting the FSA on 0845 606 1234. Denplan Limited is regulated by the Jersey Financial Services
Commission. This policy is underwritten by AXA PPP healthcare Limited. Denplan Limited only arranges dental insurance rom
AXA PPP healthcare Limited and is a member o the AXA UK plc group o companies o which AXA PPP healthcare is a member.
We may record and/or monitor calls.
COR
P67811-10
Member o the Group