Dental insurance - Policy documentation not received

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Based on resolver’s experience to date, it is an inconvenience when insurance documents don’t arrive as you may need to produce a valid certificate to access certain dental services. Contact your insurer to ensure they have your correct address. If your policy is an online one, check your email inbox as you may have to print out your documents at home – you should have received an email with a link or attachment. Also have a look in your ‘spam’ box as some filters will place a genuine email into this category. Some insurers may charge you for re-sending your documents – even if it appears they have gone missing in the post. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know

If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 6 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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