Delta Dental Plan of Massachusetts

Worst Customer Service ever!
I have Delta Dental through my husband’s company. I just called to clarify information regarding orthodontics treatment. They have no idea of what info or where it is displayed on the website, or do they carry any form of mail exchange with clients.
So, in order to my get my information, I was asked to print what is online and ask HR from my husband’s company to clarify.
Such an inefficient customer service and poorly trained reps.
I’ll provide feedback to HR to never hire Delta Dental MA again.

Website (
) is absolutely useless and horrible. As if it was programmed in 1995. You can’t do anything on it. I wanted to get an estimate of how much my crown was going to cost me out of pocket. Nope, can’t do that. Then I wanted to look up my «rollover max» benefit amount. Nope, can’t do that either. Took me a 5 tries to even look up my dentist using their ancient search engine, but there were multiple identical entries and couldn’t figure out which one was the «real» one.
Then I sent a message to Customer Service asking my questions. I got errors for using «special characters» (like hypens and basic punctuation). Then just now I got a message that my question had been answered. I log in, and find a blank response and a status of «resolved to the customer’s satisfaction.» WTF Delta Dental MA.
I tried calling the Customer Service number, and sat through a menu of 1000 prompts (press 1 if you blah blah blah, press 12 if you blah blah blah) before giving up. And all of this effort later, and I still have zero answers to my questions.
I guess they just don’t care what their customers think.

If you have perfect teeth, Delta is probably great. I had to have an emergency extraction in February and the periodontist recommended an implant. I went ahead because there I was in the chair. Delta won’t cover it because they say they don’t cover implants when adjacent teeth have a poor periodontal prognosis. My periodontist wrote them a letter stating the adjacent teeth are fine. Apparently they don’t believe him – of course, they’ve never actually seen my teeth and he has. a bridge would have had to be anchored on the adjacent teeth – if they actually were impaired, the bridge wouldn’t hold so, the alternative they claim they would cover would be worse. Since my husband has retired, I will look elsewhere for coverage. Why give them any more money for nothing??? Of course, they seem to enjoy rubbing salt in the wound because my account says I have funds rolled over from last year that weren’t used. So, I know they have money that they could use to cover this legitimate claim and they refuse. If I could give them a negative rating, I would.

I could not be less impressed.
I have had Delta Dental of Massachusetts coverage for my family for 14 months, and we have never had a single visit with the dentist that did not result in some insurance-​related fiasco. Delta Dental has denied claims for routine care, major work, cleaning, etc. In every case, it has taken months and several increasingly exasperated phone calls to get them to pay the dentist. Each time, they have apologized and promised that all of their bureaucratic mistakes had been corrected, and assured me that there would be no trouble with future dental claims. Yet, like clockwork, every visit results in the same cycle of frustration.
I have Delta only because it is the sole choice my employer offers. I used to joke with my wife that I should find another job, and the only requirement would be that it offers dental coverage by anyone other than Delta. Unfortunately, I am not joking about it any more.

So, you can get 2 exams and cleanings a year. However, they have to be at least 6 months apart. If you have to reschedule and end up at 5 months and 31 days they will deny your claim. They have no grade period, zero. This is the shit that makes people hate insurance companies. Really, do they think I’m trying to screw them by squeezing in an extra cleaning every 10 years?

This review is based on one thing only: availability of customer service. I changed my plan through my company and was supposed to get new benefits cards for my family back in Oct. They never showed up. I remember in late Nov. My HR person called and had them order new cards. They also never showed up. She told me to try calling myself. I called, was on hold for 30 mins and gave up (figuring lunch tiem was too busy). Called again in the afternoon only to wait 45 mins before I got help. They said they’d send another set of cards. 45 mins for that? I’m not holding my breath that they ever show up.
The rep was very nice, but I just think the more than 30 min wait time is unacceptable. But, they don’t appear to have any competition in MA, so that’s probably why they suck. Hopefully I never have to talk to them about something more important. You get pretty frustrated being on hold for that long before you even have to deal with resolving your problem.

Love Delta… Mom works there (is actually one of the original people hired when they first opened) I worked there through my teens… Great Place… WISH I had Delta now but the company I work for sucks…
Dont know why there is complaints… When I have had Delta at other places I have worked, I never ran into problems… Never had issues & Im neurotic about the Dentist (I go Often)…

Their website woes are crazy! Even they get kicked out of the system!!! WTF?
I can’t login I call them for help and they can’t get in to help or answer my question either… smh…

I needed some treatment for gum disease and my dentist recommended an injection called Arestin. The injection is supposed to be preceded by a manual procedure called Scaling and Root Planing (SRP). This is so that the medicine can be applied to a «clean slate», if you will. Delta said that they would cover the treatment, but only if I waited 6 weeks after SRP. I asked why and they said they wanted to see whether the SRP improved my condition at all before moving on to the medicine. My dentist disagreed. Applying Arestin 6 weeks later would make the medicine less effective. Not only that, but it ran counter to the official diagnosis instructions from the manufacturer. I passed all of this information on to Delta and talked to several people there, but they wouldn’t budge. I have no idea how an insurance company can justify the incorrect administration of a drug!

In the world of dental insurance, you take what your employer offers. If you live/​work in MA, chances are, that’s Delta Dental. I’ve had them for a couple of years and I have no complaints. Granted, I have pretty good dental hygiene, never had braces and rarely have any problems with my teeth. Not yet anyway. My parents have like 6 crowns a piece in their mouths so the future does not look very rosy for my choppers. But Delta covers my bi-​annual exam and cleaning as well as most of the basics that come up at 80−100%. The network is enormous, you pretty much have your choice of any dentist you could want. I can’t give em a full-​on 5 because they aren’t the easiest to navigate when something goes wrong with billing (it happened to me once, my dentist had to fix it). But one error in 5 years isn’t so bad. I’m satisfied with them, I don’t pay an arm and a leg for the coverage and I get to go to a great dentist.