Complaints

This profile includes complaints for Trustmark Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trustmark Companies

  400 N Field Dr Lake Forest, IL 60045-4809

  
• 

  Trustmark Companies

  PO Box 7937 Lake Forest, IL 60045-7937

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon reviewing my policy, I was shocked to see that the policy stated it had expired in August 2018. Concerned, I contacted Trustmark again. A representative initially told me someone would call me back. The following day, I received a call stating that the policy had automatically renewed in 2018, and that the language in the policy indicated it "may renew."I raised several serious concerns:I was never notified of the renewal in 2018.I never received a copy of any renewed policy only the expired one from 2018.The policy clearly states that if renewed, the premium would increase, yet my premiums stayed the same until I called in February 2025. Only after raising the issue did Trustmark contact my employer requesting a premium increase.If I had died, my spouse would have no knowledge of any renewed policy and would only possess paperwork showing the policy had expired in 2018. This could have led to a denied claim.I spoke with a supervisor at Trustmark and explained that I believe a mistake was made that my policy expired in 2018, and they simply continued deducting premiums without providing proper notice, documentation, or updated terms. I told him that based on the lack of notification and unchanged premium, I do not believe I was covered during this time. He insisted they would have paid the claim, but that does not address the critical issue: there is no written proof of a renewed ********* summarize, I believe Trustmark:Failed to notify me of policy renewal.Continued collecting premiums for a policy that had, by their own paperwork, expired.Only adjusted the premium and acknowledged a renewal after I questioned it.Would have likely denied a claim due to lack of documentation, causing potential financial harm to my family.Resolution Requested:A full investigation into Trustmark's handling of my term life policy.A formal explanation as to why no notification or updated policy was provided at the time of renewal.

  

  Business Response

  Date: 06/11/2025

  Attached is our response letter.  Please note the information explained on page 3 of our response letter may be found on page 18 in the WX4577 document the complainant submitted.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23399071
  
  I am rejecting this response because: The letter sent May 20, 2025  clearly  states  RENEWAL WAS NOT PROCESSED.  no documentation  was ever received  and  I strongly believe   policy would never have been paid out
  My concern remains unresolved. I was neither informed of the upcoming renewal nor given the opportunity to review, modify, or cancel the policy before it renewed. As a policyholder, I believe I should have received timely and transparent communication regarding the renewal terms, including cost, duration, and any changes in coverage.
  To date, I have not received any documentationeither physical or electronicconfirming that such a notice was sent. I request that the company provide proof that they notified me in advance, as required by law or standard practice.
  I am seeking a full explanation from the company regarding their renewal and notification procedures, a reversal of the renewed charges, and a refund of any premiums collected without my informed consent. 
  I appreciate the BBBs continued assistance in helping resolve this matter and look forward to a timely and fair resolution.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/18/2025

  Attached is our response letter. 

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23399071
  
  I am rejecting this response because:     To Whom It May Concern,
  I am writing in response to your recent correspondence regarding the status of my certificate and the related clerical error that occurred. While I appreciate your attempt to clarify the situation, I must point out several significant inconsistencies that require further explanation.
  In your response, you state: The Certificate states that if it is in force on the Expiry Date, it is guaranteed to be renewable for a term equal to the Certificate Term. Therefore, his coverage did renew. Our clerical error was that his premium did not increase as stated in the certificate, which we admit.
  However, upon reviewing the actual Certificate, specifically page 10, it clearly states: If this Certificate is in force on the Expiry Date, it may be renewed. The use of the word "may" clearly denotes that renewal is not automatic or guaranteed, and therefore contradicts your assertion.
  Furthermore, the letter I received from Trustmark dated May 20, 2025, explicitly states: Due to a clerical error in our office, the renewal was not processed. This statement directly contradicts your current claim that coverage did, in fact, renew.
  I am also troubled by the notion that I am expected to accept on good faith that coverage was in place based solely on your recent acknowledgment, absent any formal documentation at the time. Had a claim been made under the assumption of active coverageparticularly a death claimit is highly questionable whether it would have been honored. Based on the letter acknowledging the failure to process the renewal, it is far more likely that the claim would have been denied and, at best, any collected premiums refunded.
  Additionally, if you are now asserting that the policy was renewed as of 2003, it raises a further inconsistency. It is highly improbable that such a renewal would have occurred without the corresponding increase in premium as outlined in the Certificate. That such an increase never occurred supports the conclusion that the renewal was not processed at all.
  Until these issues are resolved in a consistent and documented manner, it is unreasonable to expect policyholders to accept verbal or retroactive claims of coverage, especially when the written documentation indicates otherwise.
  I look forward to your timely response and clarification.
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/02/2025

  Please refer to the Company's enclosed response. Don't hesitate to let us know if you have questions, or you need more information. 

  Best Regards,

  ***** ******, Compliance Director

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23399071
  
  I am rejecting this response because:

  To Whom It May Concern,
  This letter is in response to Trustmarks most recent correspondence dated July 2, 2025, which essentially restates the same explanation provided in their earlier responses.
  Once again, Trustmark refers to language in the certificate that allegedly guarantees renewability. They quote: If the certificate is in force on the Expiry Date, it is guaranteed to be renewable,  However, the actual language on page 10 clearly states: It may be renewed, which is a materially different statement. This contradiction raises legitimate concerns about how the policy is being interpreted and administered.
  In addition, Trustmark continues to insist that my policy was automatically renewed in 2018, despite:
  No increase in premiums
  No documentation confirming the renewal
  No communication or notice sent to me
  I find it difficult to believe that a company of Trustmarks size and reputation would automatically renew a policy without adjusting premiums or generating any formal documentation. Any responsible insurer would have controls in place to ensure such changes are documented and communicatedboth for compliance and business continuity.
  Moreover, in Trustmarks own letter dated May 20, 2025, they state:
  Due to a clerical error in our office, the renewal was not processed.
  This directly contradicts their current claim that the policy was renewed in 2018. If the renewal was not processed, then it was not in forceyet premiums continued to be collected.
  I believe a mistake was made: the policy was not actually renewed in 2018, and premiums were collected in error. Trustmarks explanation lacks both documentation and consistency, and simply stating that a renewal occurreddespite evidence to the contraryis not an acceptable resolution.
  I respectfully request that Trustmark conduct a thorough review and provide documented proof of the policy renewal in 2018, including any communications that should have been sent and any explanation for the lack of premium adjustment. Without this, I must continue to dispute their position.
  Thank you for your time and assistance in helping resolve this matter.
  Sincerely
  
  ******* ********

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustmark insurance company has been lying to me about my claim status. First off, my claims *** that is supposed to be notifying me with any updates or changes has not been doing so. I call every other week to get an update on my life insurance claim for my husband that passed which I am the beneficiary and have paid for this through my own workplace. They recently told me the beginning of May that they have received all medical records they needed and were just waiting for a third party physician that they use to review the medical records. I have been told this by two claim ***s. *** I finally get ahold of my claims *** and she is telling me she doesnt have the medical records yet and they are still waiting on them. I told her what Ive been told the last few times Ive asked for an update and she said that those people were wrong. I have a severely autistic son that I have to take care of on my own and had to move out of my apartment because I was left with absolutely nothing to provide for my son. This is ridiculous and I have read all the horrible reviews on Trustmark. I have a feeling they dont want to help me and they are going to just end up denying my claim for whatever reason.

  

  Business Response

  Date: 06/06/2025

  Attached is our response letter to this complaint. 

  

  Business Response

  Date: 06/09/2025

  Attached is the response letter from 6/6/25.

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Trustmark to cancel my Long Term Disability insurance policies and to refund me the cash value of both my and my husband's accounts as of their Annual Report of Certificate Activity 10/01/23-10/01/24 of $366.68 plus the additional refund of the payments made to Trustmark after I called and cancelled both policies last September which equals $232.24. The checks that they have previously sent were very short of their own Annual Report total and they continued to keep my account open despite repeated calls and emails to cancel and they continued to charge me well after the last refund check dated 12/20/24.I am very frustrated to have to continue to ask for the basic cancellation and refund of my money especially after discovering that I was also paying for the regular WA state tax for LTC.

  

  Business Response

  Date: 04/03/2025

  Attached is our response to this inquiry. 

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay weekly into the insurance in case I go out of work they would pay me. So I went out of work in July due to high risk pregnancy, insomnia and constipation due to my pregnancy. I went back to work in December and I still havent received no check. I was reaching out to ***** ****** and he wounldnt return my call the supervisor wouldnt call me. When I finally reached him they denied my claim saying it wasnt nothing wrong with me I still could of work I had my ** write a letter stating why I couldnt work and I sent over my discharge paperwork from the hospital. He havent returned or answered none of my calls again and I keep calling

  

  Business Response

  Date: 03/19/2025

  Attached is our response to the complaint.

  If you have any questions or concerns, please let me know.
  
  Thank you,
  ******** ******
  Senior Compliance Analyst
  **************************************************************
  p: ************
  f: ************ 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23034738
  
  I am rejecting this response because: I have been trying to reach ***** ****** the person thats handling my case he doesnt return my phone or the supervisor before reached out to the bbb I called requesting to speak to a supervisor they never called me either and I dont see that in there response letter. I have been telling them the office was closed since October when they *** said he reached them I left work to go to the office still, nobody was there. I have been out of work since July and I returned in December but only got paid 6 weeks because I had the baby I never got paid for the disability part. And ***** still doesnt return my call. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/27/2025

  Good Afternoon,

  We have attempted to reach Ms. ***** at three different telephone numbers throughout the claim process, *****************-437-8939, and ************.

  I requested the analyst try one last time at ************.

  Thank you,

  ********

   

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2025, I received my "Annual Report of Certificate Activity," detailing how the cash value of my insurance policy was used to cover the monthly cost of a $50000 policy.I acquired this policy, along with one for my husband, after I was promoted at my job in 2017. A Trustmark representative signed me up, insisting that my employer provided this coverage through their company. However, when I left my job in 2023, I was surprised to receive a bill for the premiums. Upon contacting Trustmark, I was informed that I was responsible for paying the premiums since they would no longer be deducted from my paycheck. I later reached out to ** at my former employer, who clarified that Trustmark is not their provider, but they do sign up new employees. It's perplexing how Trustmark manages to get information on new hires.I made it clear to Trustmark that I did not want this insurance any longer. They instructed me to complete a cancellation form, which I did, under the impression that it would terminate all of my accounts with them. This was misleading. Trustmark only canceled my husbands policy and, without my consent, used the cash value of my policy to cover the premiums for the past year. If Trustmark had truly canceled my policy, they would have been obligated to refund me the cash value, but they failed to do so. This lack of transparency and accountability is unacceptable.I plan to further file a complaint with the Insurance Commission.

  

  Business Response

  Date: 02/17/2025

  Attached is our response to this inquiry. 

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustmark has never done anything right by me. My grandmother passed and had several old accounts and Mrs. ***** was the rudest ever. Couldnt find any of my stuff. Even after I was in before for several minutes. Waited over an hour for something they said was already done. Very unprofessional. Wont be back I would be scared they couldnt find my money again. 

  

  Business Response

  Date: 01/09/2025

  Mrs. *** states her complaint is for advertising issues.  We are unsure what advertising she is referring to as we do not market our products to the public.  She states her grandmother had several old accounts.  Upon an obituary search, I was able to locate the obituary for ******** *******, listing ******** *** as her granddaughter.  We were unable to locate any coverage for Mrs. *** or Ms. ************** I believe the complaint may be against the Trustmark Bank is Mississippi. 

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my policy with Trustmark on September 26th and received a cancellation letter. Since then, they have continued to charge my bank account $17 each month (three times total). I called a few weeks ago and was told they would send a check, and my bank information was removed. Clearly it hasn't been removed, and I haven't received any form of reimbursement. They are billing me without authorization. It doesn't make sense why it's taking this long to stop payment and remove my information. I want my money reimbursed and some accountable of their end.

  

  Business Response

  Date: 12/31/2024

  Attached is our response letter.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled this policy/account weeks/months ago. I requested a cancellation form from their company. I sent it in. I called numerous times as well. The company still has an account attached to my name. The company is not recognizing my signed and dated cancellation. The company is not destroying and handling my personal/private information correctly. I need the account canceled as well as my information properly removed from their systems.

  

  Business Response

  Date: 12/05/2024

  Please see the attached letter and copies of the applicable documents. 

• Initial Complaint

  Date:11/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the start of this Disability Insurance claim process (Case # CAS-*******-J8W2R9, started on 09/08/24), I discovered after several phone calls and attempts to get updates, that there was miscommunication between Trustmark and my employer's disability ***** case handler in that they didn't even have the correct contact information (phone and fax numbers). Trustmark should have followed up with my employer's disability ***** way before a week and half had already passed. If it wasn't for me intervening and providing Trustmark with the correct disability ***** handler person, *********** numbers, they would still be sitting on my case today, with no action taking place. And since then, there have been several more "issues" that transpired, which are indicative of everyone at Trustmark "dropping the ball."On top of all of these unacceptable difficulties, this company has the worst communication. From the beginning, I have made several phone calls and left voice and email messages and have had little or no response. After a few weeks, I was finally able to speak with my case handler, who requested even more irrelevant documents (she requested MD office notes from 3 yrs ago), which I complied anyway and have since sent in a timely manner (a week ago on 10/24/24); but still no response from her.Trustmark's overall handling of my claim has been personally detrimental in that I have received NO payments thus far and it has been almost 8 weeks! I'm reporting Trustmark for breach of duty and violation of good faith and fair dealings. This company has been shameful in dealing with me, despite me dutifully making my insurance payments without fail and being compliant with their requests.

  

  Business Response

  Date: 12/05/2024

  Our records indicate that this complaint was first received on 11/25/2024.  Please see our attached response. 

• Initial Complaint

  Date:10/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a charge from trustmark. I have never heard of them, have no accounts with them, and have never had a charge from them. I am suspecting fraud but because I have no information other than the charge itself, I have nothing to track. I would like to be contacted to resolve this and figure out if I need to contact my banks fraud department.

  

  Business Response

  Date: 10/09/2024

  Attached is our response to your inquiry.