Most people get help picking a plan…
…and then they're on their own.
When something doesn't make sense — a bill, a claim, a doctor issue — you're stuck calling an 800 number, explaining everything from scratch.
That's not how it should work.
The Solution: MereCare
MereCare is our in-house support team designed to stay with you before, during, and after enrollment.
What MereCare Includes
Year-round support (not just during enrollment)
Annual coverage reviews to make sure your plan still fits
Help with claims, billing issues, and confusing EOBs
Assistance verifying doctors, hospitals, and prescriptions
Guidance when your life or health needs change
Support during Medicare and Marketplace Open Enrollment
Direct access to our team — not a call center
3 Simple Steps
We help you choose the right plan
Based on your doctors, medications, budget, and goals.
You enroll with clarity and confidence
No confusion, no pressure — just informed decisions.
Our team continues to support you all year
Questions, claims, changes — we're always here.
What Makes This Different
You're not calling a random support line.
You're working with a team that already knows:
So when something comes up, you don't start over — you just reach out.
MereCare Services — In Detail
MereCare isn't a vague promise. Here's exactly what our team handles for you — so you never have to do it alone.
Appointment Scheduling
Don't know who to call or how to get started? Our MereCare team handles all appointment scheduling for you — whether it's your first consultation or a follow-up review. We coordinate directly with your licensed agent so you're always booked with the right person at the right time. No phone trees, no guesswork.
Intake & Prep Forms
Many people are intimidated by insurance paperwork. Our team walks you through exactly what's needed — and explains why — before your appointment. We send prep forms in advance so your licensed agent already has your doctors, medications, and budget details when you meet. That means more time solving problems and less time repeating information.
Onboarding Guidance
Once you enroll, we don't disappear. Our onboarding process makes sure you understand your plan, know how to use it, and have a clear point of contact going forward. We confirm your coverage is active, verify your doctors are in-network, walk you through your ID cards, and answer any questions you have — before your first claim.
Carrier Follow-Up
This is one of our biggest differentiators. When something goes wrong with a claim, a bill, or your coverage — we call the insurance carrier for you. You don't need to sit on hold. You don't need to explain your situation from scratch. Our team contacts the carrier on your behalf, advocates for resolution, and follows up until it's handled.
Renewals & Annual Coverage Reviews
Your health changes. Your medications change. Your doctors change. That's why we proactively reach out before every enrollment season to review your current plan and compare it against what's new. We don't just auto-renew you — we make sure your plan still makes sense for this year's situation.
Extended Support Hours
We're available when you need us most.
- Standard hours: Monday–Friday, 8:00 AM – 6:00 PM ET
- AEP & OEP season: Extended hours until 8:00 PM ET
- Multi-time-zone: We serve clients across multiple states
Meet the Mere Benefits Team
Our Licensed Professionals
Kate Spilsbury
Mere Benefits Owner and Insurance Agent
🌐 English and Spanish
Read Kate's Bio ▾
Kate Spilsbury, RSSA®, CMIP®, the founder and owner of Mere, is a fourth generation Floridian fueled by the thriving entrepreneurship community in Jacksonville. To feed her passion for helping others, upon graduating with her bachelor's degree from Brigham Young University in Utah, Kate immediately served a 19-month mission for her church, where she learned how to speak Spanish. Kate received her license to sell insurance in 2007 and has lived and worked throughout Northeast Florida since 2008.
After being in the corporate insurance environment for over 8 years and managing a non-profit for 2 years, Kate decided to pursue one of her dreams… to build and operate her own insurance agency. Kate has been involved in many community organizations and opening an insurance agency was a natural fit and a unique way to continue serving her community. As a wife and mother to two energetic children under the age of 10, and Adult Sunday School Teacher of her local Church, Kate knows what it is like to be a busy business owner.
Jim Partlow
Licensed Insurance Agent | English | Ancillary Protection · Private PPO · ACA/Marketplace
Read Jim's Bio ▾
Jim brings a rare blend of life experience to insurance — from six years in the Marine Corps Reserve (including a deployment to Iraq, where he earned a Navy and Marine Corps Achievement Medal for his work as a solo HQ liaison on a convoy security team) to music education, to two years in Catholic seminary. What unites it all is a genuine drive to serve people well.
Growing up, Jim and his family of musicians regularly visited nursing homes and convalescent centers to sing and simply be with residents. Later, while in seminary, he served in a hospice — his first experience in end-of-life care. These experiences shaped a deep appreciation for the elderly and those approaching Medicare age, and a genuine desire to help them navigate one of the most important decisions of their lives.
Jim's approach is simple: ask questions first, listen closely, and guide clients to the solution that truly fits their life — without pressure or rush. He's not in the business of selling people things they don't need, and if a client already has a great plan, he'll tell them so. He speaks plainly, keeps things clear, and believes peace of mind is the only outcome worth working toward.
Jim is currently licensed in Florida and is contracted with UHC. He is starting with Ancillary Packages of Protection and Private PPO plan options, with ACA Marketplace and Medicare to follow.
Our MereCare Support Team
Ellen Janine Lamorena
Customer Service Specialist
Helps with: Medicare & ACA/Marketplace
Read Ellen's Bio ▾
Hi, I'm Ellen! What I enjoy most about working at Mere is knowing I'm making a real difference — helping people feel supported and confident in their health insurance decisions. Being part of a team that values compassion and clarity motivates me to give my best every day. I got married in 2020 and had my first baby in 2021 — my family is my greatest inspiration. In my free time, I love watching movies and sitcoms, dancing, traveling, and enjoying Asian cuisine.
Rica Mae Hojas
Customer Service Specialist
Helps with: Medicare, ACA/Marketplace, Group Benefits & RSSA
Read Rica's Bio ▾
Hi, I'm Rica! What I love most about working at Mere is the heart behind everything we do — making sure every client feels truly cared for and understood. With the training and support I've received, I'm committed to listening closely, offering guidance, and making the process feel simple and supportive. I find joy in the little things — good food, meaningful moments, and planning future travel adventures.
MereCare FAQ
The MereCare team handles scheduling, prep, and follow-up — but your actual insurance consultation is with a licensed agent. When you call or reach out, a MereCare team member will gather your information, send you prep forms, and get you booked with the right agent for your needs.
Our licensed agents are often in back-to-back consultations, especially during enrollment season. The MereCare team is trained to handle most service requests — scheduling, carrier follow-ups, billing questions, and plan inquiries. If something requires your agent specifically, they'll escalate it and make sure you're connected.
No — and that's by design. MereCare team members are trained support specialists who handle the service side: scheduling, carrier communications, form preparation, and follow-ups. They are not licensed to give insurance advice or recommend plans. That's what your licensed agent does. This division ensures you always get expert-level guidance from the right person.
MereCare team members cannot recommend specific plans, provide insurance advice, or make changes to your coverage. Those decisions are always handled by your licensed agent. If your question requires licensed guidance, the MereCare team will flag it and get you connected with the right person.
All MereCare team members have access to your client records and history. If your primary team member is unavailable, another team member can step in and pick up right where you left off — without you having to re-explain everything.
MereCare team members work remotely and provide support via phone, email, and video. In-person meetings are handled by your licensed agent at our Jacksonville office. However, the MereCare team can coordinate an in-person appointment for you if needed.
Most straightforward requests — like scheduling, form prep, or carrier questions — are handled within 1–2 business days. More complex issues like claims disputes or coverage corrections may take longer depending on the carrier, but we keep you updated every step of the way.
Yes. After your consultation, our team follows up to make sure everything was completed — enrollment confirmed, ID cards received, plan documents sent, and any questions answered. We don't let things fall through the cracks.
Absolutely. If you receive a confusing bill, an incorrect claim, or an unexpected charge, the MereCare team will contact the carrier on your behalf to investigate and resolve it. You don't have to sit on hold — we do that for you.
If something is wrong — wrong plan, wrong effective date, missing dependents — our team will work directly with the insurance carrier to correct it. We escalate as needed and make sure it's resolved as quickly as possible.
October through January is the busiest time for Medicare (AEP) and Marketplace (OEP) enrollment. Our entire team is working at full capacity to serve both new and returning clients. We extend our hours during this period, but response times may be slightly longer. We appreciate your patience — and we'll always get back to you.
Our team members are multilingual and dedicate 30 minutes every day to language improvement. If you ever have difficulty communicating, just let us know — we'll connect you with someone who can help, or switch to email/text if that's easier for you. Clear communication is our top priority.
No. MereCare is included at no extra cost for all Mere Benefits clients. We're compensated by the insurance carriers — not by you. That means you get ongoing, year-round support without paying a dime.
Call us at (904) 654-5450 or email info@merebenefits.com. You can also use our online scheduling tool to book a time that works for you. We're available Monday–Friday, 8 AM – 6 PM ET (extended hours during enrollment season).
Of course! If you're not yet a client, our team will schedule you for a free consultation with a licensed agent who can review your situation and help you find the right plan. There's no obligation — just honest guidance.
Simple, Ongoing Support
No cost.
No pressure.
Just a team that's here when you need help.
Talk With Our Team