Provider-related questions

During this health crisis, we’re committed to supporting our customers, employees, and communities. As a result, we’ve adjusted our business operations and more than 90% of our workforce is working remotely. Rest assured, we’re fully operational and focused on providing you and your patients the services you need.

We know you have questions, and we want to help by answering some of the more common ones we’re hearing from providers. 

Are claims and predeterminations still being processed?

Yes, we continue to meet or exceed our servicing goals for claims and predeterminations.

How do I get answers to questions about benefits, eligibility, and claims?

Please visit to use our online provider services or chat feature to get benefit and claim information for your patients.

Still have questions? Call us at 800-247-4695. Our hours are Monday through Thursday from 7:30 a.m.6:30 p.m. (CT), Friday: 7:30 a.m.6 p.m. (CT).

Do you provide payment for Personal Protective Equipment (PPE) due to the increased COVID-19 costs for dentists?

Dentists in our network (directly contracted and leased) will receive $7 per member per visit for dates of service June 1, 2020, through December 31, 2020.* This payment will automatically be applied to all visits for our members, whether you submit a separate fee for the added PPE expense or not. You’ll receive the PPE payment with the corresponding claim payment.

Can I bill my patient for the remainder of the PPE fee if I’m in your network (directly contracted or leased)?

Yes, you can bill your patient for the remainder of the PPE fee. New York dentists should not charge patients a separate fee for PPE according to the State of New York Department of Financial Services circular letter.

Will the PPE payment reduce my patient’s calendar year maximum?

No, the PPE payment will not reduce your patient’s calendar year maximum for 2020.

Will you provide a payment for the added PPE cost for out-of-network providers?

No, we will not pay for the PPE cost for out-of-network providers. Billing a patient for added PPE costs is your choice.

How are teledentistry claims covered for limited and problem-focused evaluations?

For D0140 and D0170, you’ll be reimbursed for services handled via teledentistry, the same as for services in a traditional office setting. We don’t cover D0171, and we don’t offer a separate benefit for the two teledentistry codes.

Will the frequency limits be waived if I use teledentistry for limited and problem-focused evaluations?

If a limited and problem-focused evaluation (D0140 or D0170) is performed via teledentistry (D9995-D9996) between March 15, 2020, and May 31, 2020, it will not count toward the frequency limit for evaluations.*

Can I apply to be in your provider network?

Yes. Start the application process at Currently, there are no delays with new provider credentialing and onboarding.

Do you have other COVID-19 resources for dentists?

We suggest the following sites: ADA Coronavirus Center for Dentists and the CDC Coronavirus website.

More resources for your business

For help navigating the uncertainty of COVID-19 and the markets, see our latest financial resources and tools for business owners.

* Excludes self-funded coverage

Insurance is issued by Principal Life Insurance Company, Des Moines, Iowa 50392. 

This information is intended only as a general announcement. It is not a complete statement of the rights, benefits, limitations, and exclusions of the coverage described here. For cost and coverage details, contact your Principal Life representative.

Principal, Principal and symbol design and Principal Financial Group are trademarks and service marks of Principal Financial Services, Inc., a member of the Principal Financial Group.