Windward Migration FAQs

The purpose of this page is to provide you with timely, relevant information related to DCPG’s upcoming system migration. As we make the transition to DentaQuest’s industry-leading system, Windward, we fully expect to improve our ability to serve you and your patients’ needs. We know this isn’t a complete list of questions and answers, but we wanted to give you as much information as possible right now. We will update this page as more information becomes available. (Updated 1/14/2021)

What is Windward? 

Windward is DentaQuest’s proprietary claims management system. Windward will serve as the backbone of our service delivery, and offers access to robust portals that support brokers, groups, members and providers with secure, real-time, HIPAA-compliant access to data 24 hours a day, 7 days a week. Windward and its related processes have earned Certified status for information security by HITRUST, and currently manages over 30 million members

Customer Service 

Q. Will customer service phone numbers and hours of operation stay the same in the DentaQuest system? 

A. Yes. We will continue to use the same phone numbers, aiding in a seamless transition to our parent company’s system. As a reminder, the phone numbers are (513) 554-1100 and (800) 367-9466 (toll free) Monday - Friday, 8:00 AM - 4:30 PM (EST).

Q. When we move to the DentaQuest system, will there be two parallel customer service functions running at the same time? 

A. No. As of Feb. 1, 2021, all customer service functions will run through our parent company’s system, and all relevant data will be migrated from our current system by that date. 

Portals

Q. When we move to the DentaQuest system, will there be two parallel portals and websites running at the same time?

A. No. As of Feb. 1, 2021, everyone will switch to the DentaQuest portals and have access to all migrated data. The DentaQuest portals include several helpful features that allow you to access member eligibility information, claims history, and covered benefit summaries per member. Until Feb. 1, everyone will stay on the current DCPG portals.

Q. Will the member portal display new ID cards?

A. Yes, as of Feb. 1, 2021, members will be able to view, download and print their ID card.

Member ID Cards

Q. Who will receive a new ID card?

A. Only new group members, all members of a group that changed its benefit plan and all individual members who have opted into paper communication will automatically receive a new card in the mail; we will not be re-carding all group members on Feb. 1, 2021. 

Q. Will a member's ID number be the same after migration?

A. Yes, it will be the same. 

Q. Will all covered members be listed on an individual ID card?

A. No, only the primary subscriber will be listed. But all covered members, who can be verified on the member portal, can use the card.  

Plan Designs

Q. Will there be any changes to the existing age and frequency limitations?

A. No. They will stay the same in our parent company’s system, which will provide a much more intuitive customer experience.

Q. Will all plans, including covered services, be the same in our parent company’s system?

A. Yes, group benefits, like maximums, deductibles and covered services, will be the same as they are today, and we don’t foresee any upcoming changes.

Clinical Review Criteria

Q. If there are additional clinical criteria changes, how will they be handled?

A. Thoughtfully and transparently. We are always focused on continuous improvement — for brokers and for the industry — and make changes that reflect our commitment to oral health. With support and guidance from DentaQuest leadership, we will clearly communicate any changes to clinical criteria to all stakeholders to make sure everyone understands the rationale behind our decisions.

Q. When will we know if there are clinical rule changes?

A. We don’t have that answer yet, but we understand this is important and will provide an update as soon as possible.

 If you have any additional questions, please contact DCPG customer service at (513) 554-1100 or (800) 367-9466, Monday - Friday, 8:00 AM - 4:30 PM.