United Concordia Customer Service — Complete Practical Guide

Executive summary and where to start

United Concordia Companies, Inc. is a major U.S. dental benefits administrator serving individuals, employer groups, and government programs. The single most reliable starting point for any customer-service interaction is the member ID card and United Concordia’s official site (https://www.unitedconcordia.com). Your ID card contains the plan-specific customer service phone number, your group number, subscriber ID and claims mailing address — details that determine routing, benefits and how quickly an issue will be resolved.

Before calling, gather the essentials (see checklist below) and determine whether your need is best handled by phone, secure message through the member portal, faxed documentation from a dental office, or a written appeal. Using the online member portal and the provider’s electronic claim submission routes reduces processing time and improves traceability.

How to contact United Concordia — channels, verification and typical response times

Primary contact channels: (1) the dedicated member phone number printed on your ID card, (2) the contact forms and secure message center at unitedconcordia.com, and (3) provider services lines used by dental offices to check eligibility, request preauthorizations and submit electronic claims. Many large employer plans also provide a separate broker or group-administrator contact for billing and eligibility changes.

Typical response times: electronic claims are commonly adjudicated within 5–10 business days; paper claims may take 15–30 calendar days. Routine member-service phone calls are often resolved during the first call if you have the right documentation; for complex benefit or appeal cases, expect formal timeframes of 30–60 days for internal review. Always verify exact deadlines and turnaround on your plan materials because some employer-sponsored plans set different contractual timing.

What to have ready when you call (high-value checklist)

• Member/subscriber ID, group number, date of birth and phone number; these appear on your ID card and speed authentication.
• Provider name, NPI (if available) and date(s) of service — exact service dates shorten lookup time.
• Claim number or reference number if you already have one; authorization or pre-treatment estimate numbers if applicable.
• Copies of x-rays, operative reports, itemized receipts or predetermination estimates from the treating dentist — emailed or faxed materials are preferred for appeals and complex benefit questions.
• Preferred resolution: refund, balance adjustment, expedited preauthorization, or appeal — stating the outcome you want streamlines the conversation.

Claims, predeterminations, prior authorizations and appeals — practical timelines and tips

Predeterminations (pre-treatment estimates) are recommended for major restorative or prosthetic work (crowns, bridges, implants) because they show expected patient responsibility before treatment begins. For most dental plans, predetermination responses arrive within 7–21 days when submitted electronically; confirm exact timing on your plan summary.

If a claim is denied, the plan’s denial letter must explain the reason and the appeal procedure. Typical internal appeal windows are 30–60 days from the denial date; for plans subject to ERISA, additional external review options and state consumer protection appeals may exist. When filing an appeal, include the original claim, a dentist’s narrative, clinical documentation and any x-rays. Track submission with certified mail or portal timestamps and request an internal review escalation if you do not receive a timely acknowledgement.

Billing, payments and coordination of benefits (COB)

United Concordia supports multiple payment methods for member balances: online payments through the member portal, automatic bank drafts (where available), and traditional mail payments to the billing address noted on statements. If your provider bills you directly for the difference between their charge and the plan’s allowed amount, that is balance billing — it can be reduced or avoided by choosing in-network providers or by resolving reimbursement disputes through the provider services team.

If you or a spouse have multiple plans, file claims with the primary plan first and include the Explanation of Benefits (EOB) when submitting to the secondary carrier. United Concordia’s coordination-of-benefits rules follow industry-standard order-of-benefit determination — but exact sequencing is set by the group contract and state law; confirm with member services if you have split coverage.

Finding in-network providers, fee schedules and cost control

United Concordia operates national network products such as PPO, DHMO and indemnity plans; the specific network and contracted fees depend on plan type and region. In-network dentists accept a contracted fee schedule, which typically reduces your out-of-pocket by 20–50% compared with out-of-network rates for comparable procedures.

To find in-network dentists, use the online provider search on unitedconcordia.com, filtering by specialty, distance and patient ratings. For high-cost dentistry, request a written predetermination and ask your dentist to submit an itemized estimate. If a fee seems unusually high, request a “reconsideration” through provider services — many disputes are resolved without formal appeal when documentation supports customary and reasonable charges.

Escalation path, regulatory resources and protecting your rights

• First level: Member Services (use the phone number on your ID or the secure portal). Note the representative name, ID and a case number.
• Second level: Ask for a supervisor or the appeals department if initial resolution is incomplete; submit supporting clinical documentation and a written appeal via the designated channel on the denial letter or website.
• External review: If internal appeals exhaust and you have a persistent dispute, check state insurance department procedures or federal ERISA guidance (if applicable). Many states allow independent external reviews for denials of experimental/clinical necessity decisions.

Final practical notes

Always verify phone numbers, mailing addresses and procedure-specific coverage on the official site or your ID card before sending documentation — plan details can vary by employer group and change at annual renewals. For urgent clinical-necessity disputes, request an expedited review and ask your treating dentist to provide a supporting statement; that typically shortens the timeline.

Using the online portal, preauthorizations, and submitting clear clinical documentation will materially reduce resolution time. Keep a dated log of all contacts (who you spoke with, date, summary) — that log becomes invaluable if you need to escalate to regulators or external review.

How do I know which United Concordia plan I have?

If you have created an online account with us, you can view your digital ID card, where your network and plan information can easily be viewed on your screen. Simply log in to MyDentalBenefits or create an account.

Is United Concordia Dental better than Aetna?

Aetna took top place this year with a high score of 816 beating out last year’s top performer, Humana Dental which ranked 2nd in 2023 (809). United Concordia Dental takes 3rd place with a satisfaction ranking at 796 and Dental Quest comes in 4th with a rank of 794.

Is Tricare dental called United Concordia?

About the TDP
The TDP, administered by United Concordia, provides worldwide dental care to eligible beneficiaries. The TDP is divided into two geographical service areas: CONUS and OCONUS. CONUS. The 50 U.S. states, D.C., Puerto Rico, Guam, and U.S. Virgin Islands.

How do I get my principal dental insurance card?

On the Principal® app or at principal.com, you can view and manage your benefits and claims, as well as view and download your ID cards from the app.

How do I contact United Concordia?

Speak to a United Concordia Representative

1. If you live in the United States or a U.S. territory: CONUS Toll Free: 844-653-4061.
2. If you live outside of the United States: OCONUS Toll Free: 844-653-4060 (view the AT&T access codes)
3. CONUS. Claims Submissions.
4. Quality of Care/Grievance. Inquiries.
5. Fraud and Abuse Issues.

Is Highmark the same as United Concordia?

Edward Shellard, DMD, is the chairman, CEO and president of United Concordia Dental, a subsidiary of Highmark Inc.