Starting on April 1, you will notice some important updates in the way you receive direct emails from ETF's Employer Insurance Unit.
What’s Changing?
- New Ticket System: Each direct email from the Employer Insurance Unit will include a unique ticket number, helping you track the progress of your request.
- Status Updates: You will receive automated email updates on the status of your request (e.g., when a ticket is opened, in progress, or resolved). You can always refer to your ticket number for the latest updates.
- Document Uploading: The new system cannot process emails with attachments. Instead, all documents must be uploaded to Box.
- New Emails to Protect PII: Emails containing personally identifiable information (PII) from ETF will be sent to you as a new email, referencing the original ticket number in the subject line. Note: You must reply only to the original email chain as the PII email cannot accept replies.
- Faster Response Time: The new system will allow us to identify trends in real-time, enabling quicker issue resolution.
- Updated Email Format: Emails will have a new layout, including a different font.
What’s Staying the Same?
- Email address: Continue to send emails to ETFSMBEmployerInsurance@etf.wi.gov.
- Document Uploads: Continue uploading all documents to Box.
Tips for Faster Service:
- Include the member’s name and ETF Member ID in your emails.
- Specify the benefit(s) at issue (e.g. health insurance, life insurance, etc.).
- When uploading documents to Box for an existing issue, include the ticket number in the file name.
- Reply to previous emails to follow up on an open ticket; creating new emails for the same issue can slow down the process.
- For separate issues, start a new email to avoid confusion and delays.
These updates are designed to enhance communication and improve the efficiency of our service.
If you have questions, please contact ETF at ETFSMBEmployerInsurance@etf.wi.gov.