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The Group Divisionis set to debut

a website devoted to Trustmarkbrokers, group planadministrators andtheir employees.The website isdesigned to providea more in-depth lookat the Division’sproducts and services, improve service and enhance Trustmark’sexisting corporate website.The websiteis tentatively scheduled to debut inthe second quarter.

In making detailed informationavailable via the Internet, the Division’snew website will boost the Company’scompetitive presence on the Internetand improve overall marketingcommunication channels.The websitealso will strengthen customer serviceby providing accurate, up-to-dateinformation quickly and fulfilling basicemployer and member needs online.

Trustmark first launched its websitetwo years ago and has maintained a website that includes Group’sAutomated Customer Enrollmentprogram (ACE), and a physician andhospital look-up feature.These featureswill also be available through the

Group’s website.Other user-friendlyfeatures include:

• Answers to frequently asked questions

• Group administration manual

• Group administration forms

• Medical and dental claim forms

• Current and back issues of Group Producer Outlook and For Your Benefit newsletters.

Throughout the year, additional featureswill be added to the site, includingproduct availability maps and productbrochures. In addition, the GroupDivision website will offer the latestinformation on new group insuranceproducts and services, as well asfunding options such as AdministrativeServices Only (ASO), MinimumPremium Plans and Stop Loss.

If you have a computer with Internetaccess, you’ll be able to access the Group Division’s website atwww.trustmarkinsurance.com/group.

Group Division LaunchesNew Web Site

TrustmarkNames FormerFortis Executiveas New CEOJ. Grover Thomas Jr. will assumethe position of President andChief Executive Officer ofTrustmark Mutual HoldingCompany on June 1, succeedingEdwin R. Fattes, who last yearannounced his intention toretire after 35 years with theCompany.

Thomas, 55, joins Trustmark afternearly 20 years with Belgium-based Fortis Inc., a multinationalinsurance and banking firm,where most recently he servedas Chairman of Fortis Family LifeInsurance Company in Atlantaand Fortis Health, which consistsof Fortis Insurance Company inMilwaukee and John AldenInsurance Company in Miami.Prior to that, he was ExecutiveVice President of Fortis HoldingCompany where he wasresponsible for several of thecompany’s sales and financialservices operations.

A native of Kingman,Arizona,Thomas has served on theboards of the Georgia GuarantyAssociation and the HealthInsurance Association ofAmerica.

The plaque was presented to Michael Brotz, Plastics Engineering’s President,by Trustmark’s President and ChiefExecutive Officer,Ed Fattes.The plaque will be displayed in PlasticsEngineering’s corporate headquarters.

John Brotz,Plastics Engineering’s Vice President,Human Resources,said the relationship with Trustmark hasbeen a “natural association”because ofTrustmark’s honesty and integrity.“TheBrotz family values loyalty and long termrelationships and so does Trustmark,”hesaid.

The Plastics Engineering account ismanaged by the Division’s Milwaukeeoffice, led by Regional Sales ManagerDean Hoffman.

May marks the 50th anniversary ofTrustmark’s partnership with PlasticsEngineering Company, a family-owned manufacturer of thermoset-ting liquid resins and moldingcompounds based in Sheboygan,Wisconsin.The long term associationbetween the two companies began in May 1950 with the signing of the original contract for insurancewith Benefit Association of RailwayEmployees,Trustmark’s predecessor.

The longevity of such an alliance is rare in an industry marked bychange. But at Trustmark’s annualmeeting in March,Trustmarkacknowledged the relationship andhonored the owners—the Brotzfamily—with a plaque commemor-ating the continuing relationship.

Trustmark Expands Benefit OptionsTrustmark has expanded the coinsurancedifferential levels for its OpenAccessproduct.With Private HealthcareSystems,Inc.’s (PHCS) approval, 20 percent benefitdiffer- ential plans are now available. Priorto this change, OpenAccess plans requireda 30 percent coinsurance differential.

Trustmark expects the additional optionswill increase sales of Open Access planssince the changes will make the Open-Access plan similar to the PPO plan.

The change in the differential has addedthe following coinsurance options: 90/80,85/75 and 80/70. Plans with a 20 percentcoinsurance differential will no longerhave deductible restrictions; only new plans with a 10 percent coinsurancedifferential will have the minimum $300deductible requirement.

Separately, OpenAccess can now be soldas a Multiple Option Product (MOP) with the PPO plan. When selling a MOP, the employee can select any twocombinations 0f the three plans: PPO,OA, or POS. Plans are chosen on an annual election or during open

enrollment.The effective date for the OpenAccess/PPO product is July 1for renewals.

New Options for Prescription Drugs Available

In response to consumer needs, severalnew prescription drug options recentlywere added to give your clients morechoices with their prescription drugcoverage.The following options are now available to all groups upon stateapproval.

Option #1Choice of a separate deductible (inaddition to the medical deductible) with the Managed Indemnity Program(MIP), when the drug card is notselected.The deductible choices are:

• $50 • $150• $75 • $200• $100 • $250

Option #2Choice of a three-tiered copayment plan.The Generic/Preferred/Non-Preferredchoices are:

• $5/10/20 • $5/30/40• $5/10/25 • $10/20/30• $5/10/30 • $10/25/35• $5/15/25 • $10/30/40• $5/15/30 • $10/35/45• $5/20/30 • $15/25/35• $5/25/35 • $15/30/40

Option #3Choice of coinsurance level after the copay-ment is met. (This option only applies to retail).The two-tiered coinsurance levels(Generic/Brand) include the following options:

• 100/100 • 100/80• 100/90 • 100/70

The three-tiered coinsurance levels(Generic/Preferred/Non-Preferred) include the following options:

• 100/100/100 • 100/90/80• 100/100/90 • 100/90/70• 100/100/80 • 100/80/80• 100/100/70 • 100/80/70• 100/90/90 • 100/70/70

For state availability and more information onthese changes, please contact your Trustmarksales representative.

Trustmark Celebrates 50-Year Relationship with Wisconsin Group

From left: Ed Fattes, Trustmark’s President and Chief Executive Officer; Dean Hoffman, Regional Sales Manager, Milwaukee; Rod Farmer, Executive Vice President, Employee Benefits; John Brotz, Plastics Engineering’s Vice President, Human Resources; Mardi Burns, Senior Account Representative at Don F. Jabas Associates, and Michael Brotz, Plastics Engineering’s President.

Four Steps to Defuse Arguments with CustomersIt happens to the best salespeople:A customer takes offense at yourprices, your product, or somethingelse about you or your company,and picks a fight.You can’t merelyignore the hostility. By doing that,you send the message that youdon’t want to fix the problem.When a customer (or potentialcustomer) is dead set on arguingwith you, defuse the situation infour easy steps:

• Thank the person for his or her comments—even if those comments were yelled at you.Remember:The attack is not personal, so don’t treat it that way.Keep your cool,even when being berated.

• Start your half of the conver- sation with the phrase—“Let me see if I understand you completely.”Then restate the person’s argument slowly.This does two things: it gives the persona chance to calm down and it shows that you are truly listening and are taking the concerns seriously.

• Find at least one thing in the argument that you can agree with. Even if you think the argument as a whole is nonsense,pick out one major point you can agree with.Build your rebuttal on that point. For instance:“Well, I cancertainly see your point about the proposal being late. I will make sure it doesn’t happen again.

Now, about your other concerns...”By conceding a point or two right away, you show that you are not defensive aboutthe situation—and that you really want to solve the problem.

• Solve the problem. Remember:When customers pick a fight,what they’re really saying is,“I have a problem.” Solve that problem.By doing so, you turn a negative around and actually gain points. Smart salespeople don’t mind when customers complain.They see it as their chance to shine—to win the customer’s loyalty.

—adapted from the Sales and Marketing

Report

How to RememberNamesBusiness experts note that the ability toremember people’s names is a key tosuccess in many occupations. PaulDickson, author of the book “Names,”offers this mnemonic trick based on theword SALT. To fix a name permanentlyin your memory, practice:

• Saying the name aloud• Asking a question using the

name• Learning the name by

repeating it in conversation• Terminating the conversation

using the name.

—adapted from ideas unlimited

Show You RespectProspects’ TimeSchedule your next meeting with asales prospect by telling the personyou need only 10 minutes. After sevenminutes, offer to leave, and remainonly if invited.The payoff: Chances are good you’ll get to stay, and you’llimpress prospects because you’veshown you value their time.

—adapted from Speaking Up, Nancy Skinner &Associates, as cited in Sales & Marketing Report.

Gauging ProspectsInterestWhen prospects need to “talk it over”with someone, your response shouldbe,“Can I interpret that as a definitesign of interest?” Or try a strongerquestion:“Will you recommend our product when you talk it over?”The answer will let you know if theyare stalling and wasting your time.If interest is expressed, you may beable to contact the decision-makingpeople and sell your product to them.

—adapted from the Telephone Selling Report ascited in Sales and Marketing Report

“There is no security on earth, only opportunity.”

— General Douglas MacArthur

Group Launches New Web Site

Trustmark Names Former Fortis Executive as New CEO

Trustmark Celebrates 50-Year Relationship with Wisconsin Group

Trustmark Expands Open Access Benefit Options

400 Field Drive Lake Forest, Illinois 60045

www.trustmarkinsurance.com

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R E G I O N A L O F F I C E S

Lake Forest (Home Office) 1-800-621-4784

John Rowlette,Regional Sales Directorjrowlett@trustmarkins.com

Bruce Tirakian, Regional Manager(Central Illinois)btirakia@trustmarkins.com

Dennis Walsh, Regional Manager (Northern Illinois)dwalsh@trustmarkins.com

AtlantaRuth Szabo, Regional Manager1-800-745-3162rszabo@trustmarkins.com

ColumbusJeff Wintersteller, Regional Manager1-800-601-0808jwinters@trustmarkins.com

DallasGary Behrhorst, Sr. Regional Manager1-800-887-5567gbehrhor@trustmarkins.com

Grand RapidsTerry McDonoughRegional Manager1-800-886-9642tmcdonou@trustmarkins.com

HoustonBrent Schultz1-800-704-1603bschultz@trustmarkins.com

IndianapolisTom Luddy, Regional Manager 1-800-345-0555tluddy@trustmarkins.com

Kansas CityJim Walter, Regional Manager1-800-407-2345jwalter@trustmarkins.com

MilwaukeeDean Hoffman, Regional Manager1-800-967-8766deantmk@execpc.com

New OrleansAllen Saba, Sr. Regional Manager1-800-397-5336asaba@trustmarkins.com

PhiladelphiaJim O’Connor, Regional Manager1-800-492-2234joconnor@trustmarkins.com

PhoenixDave Houser, Regional Manager1-800-227-9642dhouser@trustmarkins.com

St. LouisJon Niblock, Regional Manager1-800-482-2234jniblock@trustmarkins.com

South BendMike BalsanRegional Manager1-800-501-2235mbalsan@trustmarkins.com

Inside this Issue of Group Producer Outlook...

Trustmark’s Vision ofSuccessThe corporate philosophies section of Trustmark’sCorporate Plan outlines ten fundamental principleswhich exemplify the Company’s identity and mission.The sixth philosophy is Management.The nine otherphilosophies include: Financial Stability, Growth, Market,Product, Service, Productivity, Human Resources, EthicalStandards and Public Involvement.

Philosophy #6

Management: “Operate through financially accountable subsidiaries and business units. Maintain a competitive posture, rapidly adapting innovative developments in marketing, product and service where appropriate. Emphasize flexible and responsive participatory management.”

—Trustmark’s 2000 Corporate Plan