Lumino The Dentists

Lumino the Dentists

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Lumino Dental Plan FAQs

Here are answers to some of the questions we’re asked most often. If the answer you need isn’t here, please contact us.
What does the Lumino Dental Plan include?
The Dental Plan gives you a cost-effective and easy to manage way of looking after your oral health through*:
  • A standard exam and x-ray
  • Two hygiene appointments
  • 10% off any additional treatments (excluding implants and orthodontic services)
  • Text alerts when your appointments are due

Can I see any dentist or hygienist at my practice?
We recommend you see your usual dentist and hygienist who’ll be familiar with your treatment history but if they’re not available you’re welcome to visit one of our other clinicians.
 
Can I redeem my Dental Plan services at any Lumino practice?
Dental Plans are unique to each Lumino practice, so you’ll need to book your treatments at the practice where you purchased your plan.
 
Do I need to be a current patient at the Dental practice I want to purchase my Plan with?
No, but we do suggest coming in to see us before you commit to the Dental Plan to check if it's right for you.
 
Is there a reimbursement if I don’t use all my treatments?
We’ll send you reminders before your appointments and we’ll be in touch before your Plan’s expiry date to help ensure you do use all of your treatments – however there is no reimbursement available if you don’t use your treatments.
 
If I renew my plan and I have unused treatments from the previous year, can they rollover onto the new Plan?
The Dental Plan is designed to help you maintain excellent oral health through regular treatments, which is why the scheduled treatments must be taken within the 12- month period. Treatments can’t be rolled over onto a new plan.
 
Can I combine two Dental Plans for more savings?
We offer one Dental Plan, per patient, per year; however your 10% discount is available on any treatment/service (excluding implants and orthodontic services)* throughout the 12 month period of your Plan.
 
Would having a pre-existing condition disqualify me from getting a Dental Plan?
We recommend a discussion with your dentist to see whether the Plan will suit your specific needs.

If I have a treatment about to expire but am going on holiday/away, can I get the expiry date extended?
We wouldn’t typically extend a Plan’s expiry date, however your clinician may use his/her discretion (and will also take appointment availability into consideration).
 
What if my dentist is not able to fit me in before one of my treatments expire?
We’ll do our very best to accommodate you but if you’re unable to use your Plan because of a lack of available appointments, we’ll extend the expiry date of your Plan by up to a week, or offer you an appointment with another suitably qualified clinician at your practice.
 

Fees

 Is the Lumino Dental Plan interest free?
Yes, the Lumino Dental Plan is interest free.
 
How much does it cost to join?
The cost of a Dental Plan may vary slightly from practice to practice. You can either purchase a Plan specific to your practice online or by contacting them directly. Contact details are available here.
 
Can I transfer my Dental Plan to a friend or family member if I don’t use my treatments?
Dental Plans are not transferrable because the treatment plan is loaded and associated with your specific patient record.
 
When can I start using my Dental Plan? 
You can use you Plan straight away! Click here to request an appointment.
 
If I’ve already finished having a treatment done, can I still purchase a Dental Plan to cover the treatment I just had?
Yes. Please make sure you mention at reception that you’d like to join the Dental Plan and they can sign you up. The Dental Plan can also be purchased retrospectively within 24 hours of receiving treatment.
 
Will I be charged a fee if my direct debit fails or is paid late?
Our payment provider for the Dental Plan is Stripe. They’re a safe platform that manages the direct debits of payments for the Dental Plan. Stripe does not charge any penalty fees for failed payments.
 
If I fail to make a payment, will you contact me and let me know?
Stripe will automatically retry a failed payment up to 3 times, or until successful. If your payment isn’t successful after 3 attempts, your Dental Plan practice will contact you about your payment.
 
Can I get a receipt for my Dental Plan?
Please speak with one of the team at reception if you would like a receipt and they’ll organise this for you. Receipts are not automatically generated, only created upon request and are customised with your personal and treatment details.
 

Medical Insurance

Can I claim my dental plan back with my medical insurance?
Please note that some insurance providers (e.g. Southern Cross) will only honour insurance claims when the full price of the Dental Plan has been made and all three treatments have been redeemed. You’ll need to get in touch directly with your insurer to check whether they’ll reimburse you for your Dental Plan.
 
Can I get a receipt proving I have paid the full amount for my Dental Plan?
Yes, as above, please speak with one of the team at reception if you would like a receipt and they’ll organise this for you. Receipts are not automatically generated, only created upon request and are customised with your personal and treatment details.

If you require a receipt for the full amount of your Dental Plan, this can be provided once it has been paid in full.
 

Changing Details

How do I update my personal and/or payment details?
Please contact your Dental Plan practice and they’ll be able to make these updates for you.
 

Payment Options

What payment options do I have?
The Plan is a membership service paid by direct debit via your credit or debit card. You can choose whether the automatic payments are debited on a monthly recurring basis or annual basis (in advance).

The reception staff at your chosen Lumino practice will guide you through the sign up process or alternatively you can sign up online by visiting by clicking here.

 
Am I able to pay for the Dental Plan using Q Card?
The Dental Plan is only available via Direct Debit of credit or debit card. If you require additional treatment throughout the year, you are able to choose whether you prefer to use your 10% discount* or payment with Q Card. The 10% discount* cannot be used in conjunction with Q Card.
 
What should I do if I believe I have been charged incorrectly?
If you’d like to check payment details please contact your usual Lumino practice.
 

General

How do I renew my Dental Plan?
We’ll send you an email reminder about renewing your Plan about 15 days before the end of your 12-month term. Unless you provide notice of cancellation of the Plan within the next 15 days, the Plan will automatically be renewed for another 12 months and you’ll receive an email confirming this.

Who should I call if I have questions about my plan, my remaining treatments or to make an appointment?
You’re welcome to contact your Dental Plan practice if you’d like to check any details of your Plan or if you want to make your next appointment.
 


  *Terms and Conditions apply