SmileDirectClub announced March 12 that it has made several updates to its consumer experience model to bring greater transparency to club members and provide effective training to staff.
Here are six things to know:
1. Pre-screening requirements: Consumers will now need to verify that they have visited a dentist within six months prior to starting treatment with SmileDirectClub. They must also report that they have not experienced any pain or clinical concerns specific to oral health.
2. SmileShop training: Team members have undergone additional training to ensure consistent, clear and effective communication is deliver to consumers regarding teledentistry and company's consent form. SmileShop employees are not permitted to answer clinical questions regarding clear aligner therapy or treatment plans.
3. Communication with treatment teams and dentists: Customers will receive the name and contact information of their treating dentist or orthodontist when they are given the approval of their treatment plan.
4. Simplified refunds: SmileDirectClub offers a full refund without questions or conditions for any reason within 30 days of a patient receiving an aligner. If a consumer seeks a refund outside of that window, they may receive a partial refund for any unused aligners.
5. Automating manufacturing: The company transitioned to automating its manufacturing lines to reduce delivery and shipping times.
6. Insurance coverage: SmileDirectClub is offered as a in-network service for adult orthodontia treatment in some corporate plans that are provided by UnitedHealthcare and Aetna. The company continues to seek additional network providers.