Frequently Asked Questions


Network Questions

How do I find an in-network provider?

You can find a participating provider or in-network dentist by using our online provider directory or calling our customer service department at (888) 400-9304.

What is a PPO network?

Our vision and dental plans offer a national Preferred or Participating Provider Organization (PPO). Providers participating in our PPO network have agreed to reduce fees for our members, lowering your out-of-pocket costs even further.

Our PPO networks are open networks, and we encourage you to request a provider for network recruitment. You can submit your provider recruitment request to our customer service department or through the Member Portal.

Can I see an out-of-network provider?

Yes. You have the freedom to see any provider, including a non-participating provider. If you elect to see an out-of-network provider, benefits are paid based on the network-negotiated rates, and you may be subject to balance billing for any remaining charges. You can maximize your savings by selecting an in-network provider.

Do I need to select a Primary Dentist or Facility?

No. You do not need to select a primary dentist or facility, and are free to see a new provider at any time without penalty.

Is a referral necessary to see a specialist?

No. You may see a specialist without a referral.

Using Benefits

When do I need a pretreatment estimate?

We encourage you to receive a pretreatment estimate on services or treatments that cost more than $300. Although not required, it will provide you with an estimate of benefit coverage and your out-of-pocket expenses.

Do you coordinate benefits with other dental plans?

Yes. We will identify the primary and secondary insurance plans, and coordinate benefits so that the total payment under all plans is no more than 100% of the billed amount. If you are the policyholder on both plans, the policy that has been in-force the longest period of time is considered the primary policy. Full details are outlined in your policy.

How will I know if my plan will cover a service or a treatment?

Your policy will outline benefits, including frequencies, limitations and exclusions. A copy of your policy may be accessed through the Member Portal. You may also call our customer service departments with any benefit questions at (888) 400-9304.

How and where are claims submitted?

Providers will file the claim on your behalf more than 90% of the time. However, if you need to submit a claim, email a completed claims form to our claims department at Claims@StarmountLife.comor mail to: Starmount Life Insurance Company
Attn: Dental Claims Department
P.O. Box 80139
Baton Rouge, LA 70898-0139

How does your plan handle coverage for an individual with a missing tooth?

Pre-existing conditions include our Missing Tooth Clause. There is no coverage for congenitally missing teeth. If a tooth has been missing for more than 3 years from date of replacement, the missing tooth clause applies. The missing tooth clause is waived after 3 years of dental coverage with Starmount.

Do you have a company standard on coverage for amalgam fillings versus composite fillings?

When an amalgam filling and a composite filling are both professionally acceptable methods for filling a molar, we may base our benefit on the amalgam filling which is the less expensive alternative benefit. Please verify benefits in your policy.

How can I receive an ID card?

ID cards may be printed through the Member Portal or emailed to you through our customer service department.

How do I request review of a denied claim?

If a claim is denied in whole or in part, you may request a review of the claim. The request must be in writing and submitted within six months after the claim was denied. Requests may be submitted to P.O. Box 80139, Baton Rouge, LA 70898-0139. A written response will be provided within thirty days.

Policy and Billing Questions

When will coverage start?

The coverage start date will be the 1st of the month and is determined by the date the completed application is received and subject to the initial premium being paid. If the initial premium is not successfully processed, you will be notified and coverage will not be put in force.

  • If the application is received on or before the 25th of the month, coverage will start on the 1st of the next month. For example, if we receive the application on November 15th coverage will be effective December 1st.
  • If the application is received after the 25th of the month, coverage will start on the 1st of the following month. For example, if we receive the application on November 26th coverage will be effective January 1st.

When will my dental policy renew?

The renewal date is the annual anniversary date of the policy and will automatically renew as long as premiums are paid.

When will my payment be drafted each month?

Future payments will be processed automatically on or around the 2nd of the month for which the premium is due.

What if I need to cancel my policy?

Cancellation request may be submitted by calling Customer Service or mailing your request to 8485 Goodwood Boulevard, Baton Rouge, LA 70806. The effective date of termination will be the last day of the month for which premium is paid.

What if I need to cancel coverage for my dependent?

Request for cancellation may be submitted by calling Customer Service or mailing your request to 8485 Goodwood Boulevard, Baton Rouge, LA 70806. The effective date of termination will be the last day of the month for which premium is paid.

Can I re-apply if I cancel my policy?

If you voluntarily end coverage, you will not be eligible to re-apply for a period of 1 year after the date your coverage first ended, and will be subject to new waiting periods as applicable.

Member Portal Questions

Whom should I contact if I have a question regarding benefits or claims?

Our customer service department, which is open 6 days a week, Monday thru Saturday, is extremely knowledgeable and may answer a variety of your benefit or plan questions. In addition, our claims department is also available to assist with questions. You can contact our customer service department at (888) 400-9304 or through your Member Portal email.

Term Definitions

What is the definition of coinsurance, exclusions, fee schedule and waiting periods?

Please refer to our Glossary or your policy for frequently used dental insurance terms and definitions.

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