Matrix Absence Management

Like others I have seen on this site, I received LTD benefits only to get letters stating I have been overpaid. On both points that they say I am overpaid, there was a second review and Matrix agreed that they were wrong and that there is no overpayment. Well, not too long later, I receive letters stating again that I have been overpaid. I reviewed ERISA laws and found that when a decision is made/reversed and no new information has been received, this is a 'conflict'. I also found that the negative/rude treatment I have been receiving is what ERISA calls adversarial behavior. I have complained to the San Jose Better Business Bureau, Texas Insurance Commission, and California Insurance Commission.

I have also filed an appeal and have requested my entire file as well as company policies that support reversals, rude treatment, and definitions to terms in the plan that they have interpreted inconsistently. Whether anything comes out of my appeal or not, I am determined to continue my fight with this horrible company even if I have to go to my Texas representative. I have also been thinking about flying to San Jose to meet with the CEO and COO. Crazy? Yep! But Matrix has made me that way.

I phoned Matrix Absence Management Inc. at 800-866-2301 several times to request if my disability check can be direct deposited. Kipp **, the rep and his supervisor Hackett ** definitely informed me I can't because my file is from the old number (whatever it means). I thoroughly explained to them that I have a brain aneurysm and cannot drive because of my illness and that there's no one to drive me to the bank and cash their disability check. I practically beg them because I could not pay my rent on time until someone can drive me to the bank to cash my disability check. I even suggested for them to mail it directly to my bank like a bill pay, but all they said to me was it can't be done.

Why is it that the Reliance Standard Life Insurance Co., where my disability originated, terminate Matrix Absence Management as their administrator? It was such a big company but don't have the capabilities of direct deposit. The world is so high-tech nowadays, and Matrix Absence Management Co is so backward if they cannot offer direct deposit at the present time. I am so frustrated, and I just wish someone can help me with this problem.

I have never felt so disrespected in my life. This is the worst company to have disability insurance with. They are rude, manipulative, and tell a bunch of lies. I pray God will have mercy on their souls for the way they treat customers. The things that they have you do when you are sick in your bed. They speak to you as if you need them and they don't need you. I have filed a complaint with my company letting them know they do not give good service and should be replaced with another company. My doctor said that he has never had so many forms to fill out for a company but not only that, to question his treatment and care. I pray God allows me to have a full recovery one day so I do not have to deal with such ignorance.

On 2/22/2008, I had a stroke while I was at a highly induced stressful job (manager). When I first started at my employer, I signed up for all benefits as employee only including STD and LTD in 2005 not expecting to ever have to use it. Matrix Absence Management, who is affiliated with Reliance Standard in PA, handled my STD and LTD. I didn't get on LTD until after other employer pay and STD expired in August 2008. As a benefit, I was getting $2009.00 a month which is 60% of my salary I believe on LTD. I followed the proper procedures and ensured I got progress reports from my doctors to Matrix to keep communication valid as I received LTD.

It was suggested to me to apply for social security benefits to have instead of LTD by Matrix. I did and it took 3 years of struggle, attorneys, and being degraded at the hearing level. However, my fight was won in 2011. I no longer went for LTD because I was now awarded social security and I let Matrix, Velna **, know this had happened.

Yesterday, 10/25, I got two letters from Matrix. One was asking for a progress report. The other noted I now owed them just over $53,000 and 48 cents. They are noting that I owe them as well as my five year old son, who wasn't even on my LTD policy to begin with. If I would have known they wanted to take all of my back pay from waiting for a decision from social security, I would not have applied for this benefit at my employer, DeVry, Incorporated. I am a disabled single mother with a son who was recently diagnosed with behavioral ADHD and Autism. How can I owe them when I was under the impression that it was a benefit? No one totally communicated with me. In fact it was difficult to ever get a live person to talk to. Please help me or guide me for relief from this unwarranted debt that I did not know would be. Thank you

I have been on Workers Comp since October 25, 2010. The prior claims examiner never called me or returned any calls. I filed a complaint with them and my employer and then received Porchia. She has refused, time and again, to pay me my disability. She is saying that she had no medical information from my doctor or that the information was not sufficient. I told her that they must back up my claim to when my WC stopped paying me, which was on January 28, 2011. Then, my employer would not file my STD and sent me wrong forms to file LTD.

Now, I update my address one more time with Porchia, and she claims that I have a check coming out to me soon, but will not tell me when or how much. My attorney has sent her paperwork, showing I am represented by them, but she claims again that she never received it and they have proof that it went through to her 2 times in 1 month. I cannot sign into the online account for me as they say, I must talk with her. So, to me, I think it sucks to buy insurance from this company!

She also claims that she can only back and pay me from March 28, 2011 forward as that was when they received my application. I have contacted the FEDS about this abuse and they claim that they only have 90 days to make a decision. Every time it gets down to that time frame, Porchia claims that I am not responding or cooperating with them and she closes my case! Why is this legally happening to me and how many more? This is Insurance Fraud and Abuse! I paid for this insurance and should be allowed to use it. I'm currently in the process of seeking legal action.

I have been on medical leave since June 21, 2011. Tonja has refused time and again to pay me my disability. She is saying that she had no medical information from my doctor, or that the information was not sufficient. I also had the same person to deal with when I was out on medical leave in October 2010, with the same issues of non-payment. I am currently in the process of seeking legal action.

I had surgery on May 19, 2011, and have been on short term disability since then. Since the claim has been opened, I have experienced numerous excuses on check delays from the adjustor and the supervisors.

Most recently, I have been told that, "it's the fault of the post office". I have checked the Internet and noticed that this excuse is commonly used for the delay of claims management.

Below is a copy of the letter I faxed to the adjuster today.

Hawthorne, NY 10532

July 26, 2011

I am writing this letter with concern about the handling of my claim with your company. As of today, 7/26/11, I still have not received my bi-weekly check for my claim; despite assurances that it was sent out on July 21, 2011. Previous checks and any and all correspondence from Matrix were sent to the same mailing address (P.O. Box**, Lafayette Hill, PA 19444) and received less than a day later.

Upon speaking with your supervisor, Carmen, I was told another story today where all checks, correspondence and et cetera were sent to ** White Pine Court, Lafayette Hill, PA 19444. I can say with utmost authority that this is an untruth since I have all the paperwork that clearly reads the PO Box address (see examples attached).

This delay is causing major problems in my life right now; as I am about to lose my health insurance with Thomas Jefferson University, as well as other financial problems all due to the mishandling of this claim, and the subsequent untruths from the representatives.

I was told that a check will be cut again and overnight to the address of **, Plymouth Meeting, PA 19462 for delivery on Thursday, July 28, 2011. I hope this is followed through on and not dismissed as a folly by your company.

I ask that as soon as it is sent via an overnight service, I am called with a tracking number so that I can track the progress of it online.

As one who has worked for major Disability and Workers Compensation claims companies (PMA, MedRisk, etc), I have never seen such utter unprofessionalism in a company. I intend on filing a complaint with the Insurance Commission today; also letting Thomas Jefferson University know of these problems with Matrix, and suggest that they look for another company with a better working relationship.

I hope someone can help me on this matter. Back in April 2008, I became disabled with numerous neurological disorders, combined with severe vertigo, memory loss, and focal dystonia. I was also diagnosed through the Dallas Veterans Administration with the onset of Parkinson's disease. I was fortunate to have invested into both short-term as well as long-term disability with Matrix Absence Management through my employer U.S. Xpress where I was in the position of terminal manager.

The short-term disability was for 13 weeks which ran fairly smooth. But once it was switched over to long-term disability after the short-term disability time limit had ran its course, the problems seemed to arise. First off, the short- and long-term programs on their computers are on two different systems, and the information doesn't automatically switch from one to the other; it has to be manually done.

Once that was corrected, the checks came fairly regularly within 3 or 4 days, depending on the day of the week that the 20th falls on each month. It continued until January of this year when I received a check equating for 6 months' worth of payments. So I called and spoke to Justin ** who is my contact with Matrix.

I asked why I received a 6-month lump sum payment rather than the normal monthly check that I had been receiving. He said that the information that was put in the computer was wrong and that they had my classification as a driver rather than as management (Drivers are restricted to 24 months of coverage as opposed to management who will have coverage for a maximum of 60 months.).

I once again contacted Justin in July, just to verify that they have all of my information current and that it was set up to resume in August. He stated that it was all set up, and everything was ready to continue beginning on the 20th of this month. Then I once again contacted Justin last week. He stated that the check was issued on the 20th as he previously stated and told me to allow 5 to 7 business days for delivery.

I still have not received it. Being on Social Security Disability, I have to rely on what they tell me to take care of my obligations. And this is really causing a financial problem for me already, because I delayed sending out my bills until I can time it to the arrival of the checks. I really have no doubt that the upper management is instructing their agents to tell the beneficiaries that the checks are mailed out on the 20th, which in fact, they apparently are not; thus, they're being outright deceptive to the people who rely on what they're being told.

When I was working, they received their premiums every pay period without fail. It does not take 11 days and counting for any mail to get from point A to point B anywhere in the continental US. The extra stress and anxiety is just exacerbating my medical issues in a critical way.

Would this not be construed as deceptive trade practices? I just don't know what to do or whom to turn to to correct this deception. I would rather then just pay off the remaining three years of their obligation than have to fight with them and go through the added stress of this every month. Do I have any recourse at all or are the insurance companies just allowed to lie and deceive people at their will? Thanks for your help and understanding.