Open Enrollment is one of the busiest times of the year. Your MIBS Broker Service Specialists are here to support you — but they also handle hundreds of requests each day. Clear, complete communication helps them provide more reliable and timely support.

Here are some best practices to keep in mind:

📧 Email (Preferred for Most Requests)

Subject Line

  • Include the insured/member name or the full group name (no abbreviations) and the account number.
  • Make sure the subject matches the content of the email.
  • Always reply to the original email when following up (keeps everything in one thread).

Email Body

  • Clearly state your request and include important details (carrier, product type, dates, etc.).
  • Provide your full contact information (first/last name, phone number, agency if applicable).
  • Keep formatting and wording professional.
  • If forwarding to a client, remove your Specialist’s contact details.
  • For family members with the same name, include DOB or another identifier.
  • Avoid acronyms or shorthand when referencing groups — spell out the full name.

Attachments

  • Do not send photos or JPEGs; use PDFs or scanned documents.
  • Ensure attachments are complete and legible.
  • For new group submissions, send all required documents together in one email.
  • If additional items are needed, gather them and send once in a single follow-up.

Why Email?

  • Best for complex or detailed questions.
  • Provides a written record of communication.
  • The most reliable way to submit and track documents.

☎️ Voicemail (For Simple Questions Only)

If you leave a voicemail, include:

  • Your full name (spell it out if uncommon).
  • A brief summary of your request.
  • The product type (Group, Individual Under 65, or Medicare).
  • For individuals: insured’s name and account number.
  • For groups: employee name, full group name (no abbreviations), and account number.
  • Your best call-back number, spoken slowly and clearly.

📌 Voicemail is best for simple questions. For detailed issues or anything requiring documentation, email is the better option.
📌 Please don’t leave multiple voicemails, or leave a voicemail and then email about the same issue — choose one method so your Specialist can respond more efficiently.
📌 If your Specialist isn’t available, the best next step is to leave a voicemail.  Repeated calls don’t speed up response times, but your message ensures your request is logged and addressed in the proper order.

📠 Fax (If You Still Use It)

If you send a fax, be sure to include:

  • A cover letter with your name and contact information.
  • The name of the MIBS staff member it should go to.
  • A subject line with the insured/member or group name and the account number.
  • A body section with clear instructions and your request.
  • Only legible, complete documents. If a document is difficult to read but necessary, scan and email it instead.

👉 Don’t have a cover sheet? Download our MIBS Fax Cover Sheet here.