The Mercer Retiree Medical Service Center customer service representatives are available between the hours of Monday through Friday from 7:30 am – 5 pm CT to assist you.  Our dedicated toll-free phone number is 1-855-255-9095. You can also email for assistance at retiree.service@mercer.com.

Mercer will be responsible for communicating all member enrollments and eligibility to each of the carriers. If there are any questions regarding the activation of your coverage with a carrier you will need to contact Mercer.
 

Please contact us directly for:

• Plan eligibility/effective date information/questions
• Enrollment status/coverage elections
• Requests for enrollment materials, age outs and new retiree information
• Billing, rate and payment questions, duplicate bill requests
• Address, phone, or email address changes
• Retiree Life (AAL plans only) information
• Beneficiary updates
• Termination of coverage for yourself or dependents
• Death notifications
• Requests for benefit summaries and/or Summary Plan Descriptions
• General benefit information for the retiree medical program
• How to obtain ID cards/other benefit information from vendor(s)
• Transfer to the pension administrator, 401k administrator, or health plan carriers
• Qualified Life Events
• Designation of an authorized representative or Power of Attorney

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Good news: You may elect an automatic premium payment option so that your premium amount will automatically be withdrawn from your bank account via Electronic Funds Transfer (EFT/ACH) on a monthly basis. This convenient payment option ensures timely receipt of your monthly premium payments. If you choose this automatic payment service, you will not need to send a monthly premium check to Mercer after this service is set-up.

To avoid late payments or lapsed coverage, set up auto-pay today at www.mercermyaccount.com or click on My Account in the upper right corner of the page.

All monthly bills generate the first Saturday of each month for the next month’s premium due. Below is an example of how the billing process works:

• The bill for October premium is generated on the 1^st Saturday in September and payment will be due October 1.
• If full payment is not received by the October premium due date, 10/1, a second billing notice generates on the 1^st Saturday in October. This billing notice will include the November premium amount in addition to the October amount due.
• October’s premium payment must be received by the Mercer Retiree Service Center no later than October 31^st in order to keep coverage active.

Click here to view a PDF further explaining your premium notice.

If there is an address change, please contact the following applicable parties to ensure your records are correct:

• Thrivent – Please contact the Thrivent HR HelpLine by phone at 1-800-847-4836 (say the word "Directory" and enter extension 6414 when prompted) or email at human.resources@thrivent.com.
• Mercer Retiree Service Center – Medical and Life - Mercer Retiree Medical Service Center customer service representatives are available between the hours of Monday through Friday from 7:30 am – 5 pm CT to assist you.  Our dedicated toll-free phone number is 1-855-255-9095. You can also email for assistance at retiree.service@mercer.com. You can also make this change by using the My Account.
• Other Retiree Programs – Please remember to contact the providers of other retiree programs you may be enrolled in such as Pension and 401(k) to change your address accordingly. Use Resources tab for the most current contact information. 

Click Here for the 2025 Holiday Schedule.

Click Here for the 2025 Electronic Funds Transfer Calendar.