Trusted Member Care: Real People, Real Results

Navigating the healthcare system can feel confusing, time‑consuming and stressful, but it doesn’t have to be. That’s why Trustmark offers Trusted Member Care, our dedicated support team for members who receive medical benefits through their employer.

At its core, Trusted Member Care exists to make your experience easier, clearer and more empowering. Whether you’re trying to understand your benefits, locate an in‑network provider, or resolve a complex medical bill, our in‑house specialists are here to guide and support you every step of the way.

 

Personalized Guidance from Real People
When you contact Trusted Member Care, you’re not sent to a generic call center. You speak with real people who understand your plan and genuinely care about helping you move forward with confidence.

Our specialists take time to explain benefits in plain language, help find in‑network doctors and facilities, walk through medical bills, and connect members to preventive care and wellness programs. Most member calls are answered in less than one minute, because we know timely help matters.

Members often describe these interactions as friendly, clear, and reassuring. One member shared, “The person that I talked to was very helpful and very kind. It was a very good experience.” Another said, “It was quick and easy. The information was great, and she explained things so much better and easier for me.”

Expert Help Navigating Care and Coverage
Finding the right care can sometimes be overwhelming. Trusted Member Care makes it simpler by helping members confirm coverage, locate providers, and understand expected costs, so there’s no guesswork or unexpected surprises.

Our team assists with locating in‑network providers or those who accept Reference‑Based Pricing (RBP), confirming provider participation, explaining covered services, and coordinating care across multiple providers or specialists.

For members, that means fewer phone calls, less stress and greater clarity about what to expect.

Advocacy and Support When It Matters Most
Healthcare issues don’t always follow a simple path. When things get complicated, Trusted Member Care steps in as a member advocate.

Our specialists support members with claims questions and appeals, coordination of benefits between multiple plans, balance bill protection for RBP plans, and billing disputes with providers. Our claims team processes and pays 90% of medical claims within 14 days and 95% within 30 days, so members aren’t left waiting or wondering.

We also help members understand Explanation of Benefits (EOB) documents, clarify what was paid and what may still be owed, and ensure claims are submitted correctly. With 99.22% of calls meeting quality standards, members can trust they’re receiving accurate information delivered with care and compliance.

Simply put, we don’t just assist members, We stand up for them.

A Connected Experience Across Providers and Employers
Trusted Member Care doesn’t work in isolation. Providers frequently describe our support as fast, easy, and efficient, often highlighting representatives as thorough, professional and friendly. Even when delays or system challenges arise, providers consistently note that once they connect with our team, issues are resolved effectively.

Employers who sponsor Trustmark plans see that same reliability. They rate Trusted Member Care 5 out of 5 for satisfaction and likelihood to recommend, describing interactions as clear, knowledgeable, and easy to work with.

Brokers echo that confidence, noting that our representatives are patient, approachable, and dependable partners, helping ensure members, employers and providers stay aligned.

Members First, Always
Trusted Member Care exists for one reason: our members.

We’re here to answer questions, explain the details, and help resolve issues, so you can spend less time worrying about healthcare and more time living your life. 

Need help?
Call Trusted Member Care at 800-522-1246.

Source: Trustmark Small Business Benefits Customer Service Survey Results 2025-2026.