dentolo Reviews 

Reply from dentolo

Mar 27, 2026

Hello Janni Grigorakis,

thank you very much for taking the time to share your feedback with us, even though we deeply regret that you had this experience.

We fully understand how frustrating a long wait can be, especially when it comes to a refund. Our team members do their best every day to process all requests as quickly as possible. As a general rule, we review and process every incoming inquiry. However, in some cases, processing times may currently be longer than usual. We have already taken steps to significantly reduce these delays.

Please also understand that we can only reimburse services in accordance with the terms of the policy. This includes the fact that treatments related to pre-existing conditions or symptoms can't be covered. In some cases, we also require additional information from our customers, which unfortunately may further extend the processing time.

We take your feedback very seriously and are continuously working to improve our processes. Thank you very much for your patience and understanding!

best regards,
your dentolo team

Reply from dentolo

Feb 26, 2026

Hello Christian Gertz,

thank you very much for taking the time to provide such detailed feedback—even though we very much regret that your experience has been so disappointing.

Our stated processing time of 28 days refers to working days (Monday to Friday). Weekends and public holidays are not included. Currently, processing times are longer, especially for invoices that involve several factors or more extensive checks. This is obviously not a satisfactory situation, and we understand your dissatisfaction.

We also regret that you felt you did not receive clear feedback. Transparency and reliability are very important to us – so we are all the more sorry if our responses were not helpful to you.

Of course, telephone support for our customers is still available. You can find the current telephone number in your personal customer account at any time. We recommend that you log in there—our team will be happy to review both of your cases with you in detail.

We greatly appreciate your long-standing loyalty and would like to regain your trust. Thank you for your honest feedback—it helps us to improve.

best regards
your dentolo team

Reply from dentolo

Feb 20, 2026

Hello Ionut Radut Nastase,

thank you for your feedback. We are very sorry to hear that you have been waiting for a response since December. We absolutely understand how frustrating this must feel.

Please be assured that everything we receive is processed and no invoice is left unanswered. Our colleagues are doing their very best to review every case as quickly and carefully as possible. At the moment, processing times may unfortunately be longer than usual, but we are actively working on reducing these delays again.

Regarding the payment reminders, these are sent automatically by our system and may cross with ongoing claim processing. We kindly ask for your understanding in this matter.

If you would like us to check the status of your specific invoice, please feel free to contact us directly with your insurance number so we can look into it for you as soon as possible.

Thank you for your patience and understanding.

best regards,
your dentolo team

Reply from dentolo

Feb 26, 2026

Hello Aiste,

thank you for your feedback. We’re truly sorry to hear about your frustration and understand how disappointing it must feel when you believe you haven’t received a helpful response.

At the moment, we’re not entirely sure which specific case or interaction you are referring to. In order to properly review your request and provide you with a clear and appropriate answer, we would kindly ask you to contact us directly with your contract details.

You can reach us at any time by phone or by email. If you share your insurance number with us again, we will make sure to carefully look into your case and provide you with a detailed and transparent response.

Your satisfaction is very important to us, and we genuinely want to resolve this matter for you.

best regards,
your dentolo team

Reply from dentolo

Feb 20, 2026

Hello Claire,

thank you for taking the time to describe your experience in such detail. We are very sorry to hear how frustrating and stressful the situation is for you at the moment.

Our colleagues have since informed us that your claim has already been processed. If you have any further questions or if anything remains unclear, please feel free to contact us directly—we will review your case in detail together.

You can easily find our phone number in your customer account. You can contact us directly there so that we can discuss your concerns with you personally and clarify any open issues.

It is important to us that you feel well taken care of and can go into your treatment with confidence.

Best regards,
your dentolo team

Reply from dentolo

Oct 6, 2025

Hallo Ogbonna Michael,

wir bedauern sehr, dass Sie mit Ihrer Erfahrung unzufrieden sind und sich von uns enttäuscht fühlen. Es ist uns bewusst, dass die Situation rund um Ihre Zahnimplantate für Sie ärgerlich ist, insbesondere wenn sich Ihre Erwartungen aus dem Vertragsabschluss nicht erfüllt haben.

Wir haben Ihren Fall sorgfältig geprüft. Für den Heil- und Kostenplan zum Knochenaufbau vom 04.03.2025 konnten wir leider keine Unterlagen aus dem von Ihnen genannten Zeitraum in unserem System finden. Die beantragten Leistungen mussten wir ablehnen, da sie in den Zeitraum vor Versicherungsbeginn fallen und somit unter die sogenannte Vorvertraglichkeit fallen.

Auch in Bezug auf die angesprochene „Ratenzahlung“ möchten wir klarstellen, dass wir Erstattungen grundsätzlich in einer Summe vornehmen. Wir konnten daher nicht nachvollziehen, auf welchen Vorgang Sie sich an dieser Stelle beziehen.

Wir verstehen, dass solche Themen komplex und emotional belastend sein können, und es tut uns leid, dass der Ablauf für Sie nicht zufriedenstellend war. Wir nehmen Ihre Rückmeldung ernst, da sie uns hilft, die Kommunikation zu unseren Leistungsentscheidungen weiter zu verbessern.

Herzliche Grüße
Ihr dentolo Team

Reply from dentolo

Jun 30, 2025

Hello Amir Pezeshk,

thank you for taking the time to share your experience with us. We regret that there was some confusion regarding the reimbursement of costs, but of course this should not lead to confusion.

It is common practice with supplementary dental insurance policies like ours, that policyholders first pay their dental bills themselves and then submit them to us for review and reimbursement. This procedure is established throughout the industry and enables transparent billing of benefits. We can only ensure that the invoices submitted correspond to the contractually agreed benefits once they have been checked - also in the interests of all insured persons.

We fully understand that at first glance it may seem unusual or even inconvenient to pay the invoice yourself first. At the same time, this is a fair and comprehensible procedure to provide all parties involved - patients, dentists and insurers - with clear processes and legal certainty.

We hope that this background will give you a better understanding of our approach.
We sincerely thank you for your openness.

best regards
your dentolo team

Reply from dentolo

Jun 24, 2025

Hello Mahdi Firouzi,

we are very sorry that you were dissatisfied with your experience with us and understand your anger, especially if you have been waiting a long time for feedback or a refund.

Here's what actually happened in your case: As you had already terminated your contract, the reimbursement for your treatment in January was initially left in the system with the status “payment reserved”. However, the payment has since been released and is now on its way to you or has already arrived in your account.

Your contract will be definitively closed when the refund is completed.

Even if things did not run as smoothly in your case as we would like them to, we wish you all the best for the future.

Kind regards
your dentolo team

Reply from dentolo

May 30, 2025

Hello GV,

thank you very much for your honest feedback and your frank words. We are pleased that you are generally satisfied with your rate with us.

We understand that it can be irritating if the refund is lower than expected, especially if it is not immediately clear why. The fact is that we can always reimburse on the basis of the selected tariff, i.e. exactly what was agreed with you in the contract. You can find the details at any time in your customer account under your contract documents.

If you wish, we can also look at this together with you and go through point by point what your tariff specifically covers - just get in touch with us, we will be happy to take the time to do this.

Your comment about the lack of transparency regarding reimbursement is very valuable to us. We are happy to take this on board and will look into how we can make this information clearer and more accessible in future. Thank you for drawing our attention to this point.

kind regards
your dentolo team

Reply from dentolo

Mar 27, 2025

Hello Disgruntled Dentolo client,

thank you for taking the time to share your experience with us - even if we are very sorry that it was negative. It is absolutely not our expectation that our customers feel the way you describe in your message. We would like to formally apologize for the tone and nature of the conversation you had with our customer service team.

We have already forwarded your feedback to the relevant colleagues in order to deal with the incident internally and ensure that it does not happen again.

We also take your comments about how our website works very seriously. We were not previously aware that messages were not being forwarded as expected and that our online communication function may have been disrupted - we will have this technically checked immediately.

Thank you again for your openness. It is very important to us that you feel that you are in good hands with us and we hope that we can regain your trust.

Best regards
your dentolo team

Reply from dentolo

Mar 18, 2025

Hello ansgar liem,

thank you for your feedback! We understand that you are disappointed about the refusal to cover the costs and would like to assure you that this has nothing to do with the medical necessity of the treatment. Our decision is based solely on the insurance conditions - in particular on the so-called pre-contractuality.

According to the patient file available to us, the diagnosis was already made in October 2023, while your contract began in March 2024.
As the diagnosis was therefore known before the start of the contract, we are unfortunately unable to cover the costs in accordance with our terms and conditions. We can only reimburse treatments and diagnoses that took place after the start of the contract.

We will be happy to answer any further questions or concerns you may have and clarify any outstanding issues. Contact us at any time - we are here for you!

Kind regards
your dentolo team