Matrix Absence Management

I've had the misfortune of dealing with Matrix twice at my job and both times involved surgery and all I can say is these folks do not give a crap about you or your recovery. All they want you to know is everything is your responsibility including appa6them getting off their buttons to check the fax or clicking the email button or God forbid them answering the phone. If you aren't stressed enough about having emergency surgery they will do their best to make sure you are. Horrible, horrible company. My provider agrees.

Thank god we had a savings account built up. The sheer incompetence of my wife’s claim handler has led to no pay since the start of August. No sense of urgency, inability to properly read documents sent in by medical professionals. Doesn’t return calls, answer emails, nothing. You’d think they’d have people in their office that actually do their job. Maybe they don’t train staff, who knows. Just a trash organization based on our experience.

Matrix is the worst thing ever filed for FMLA. Two time on my wife. Once she had covid. The next with COPD. They denied both. They are no help at all. Contacted a lawyer today to see what I can do. This is a joke.

Does this company intentionally keep things complicated? They never receive and faxes and consistently fail to communicate properly with healthcare providers. They also claim to attach documents, even though none are available. This is a horrible interaction especially when going through a challenging time that requires FMLA.

The system works poorly as people are home from work and many like me are insanely busy caring for Infants. Their top priority should be a cell phone app/website that actually works and is user-friendly. It also takes weeks for them to approve time and get back to you to resolve issues. They won't let you enter time in early even if you know you won't be working. It has to be after the day filed which is absolutely silly. Or rather they let you enter it but then have your HR call to complain to you about you entering it early. I should be able to enter it when I know I am not working it.

Company pays this group to handle and consult on Maternity/Paternity leave. They were completely useless and I had to pretty much figure out all the paperwork myself. They even accused me of going to the wrong website, since they wanted me to get state benefits, and insisted AFLAC didn't manage the CT family leave... which AFLAC does. Instead they deducted the max amount from payroll and said "let us know if you figure out the issue". Sure enough, the issue was completely not on my end, the paperwork, that was not filled out by me, stated my co was paying my full salary, instead of it being secondary to the CT benefits.

I am seeing a lot of very bad reviews on here and am very surprised by this. I live in NY and applied for paid family leave to care for a very sick family member. My case worker was extremely helpful, and I got my approval within days, any questions I have had I send an email and I get a response in minutes, my case Worker is Chris R. When Chris was on vacation I needed to email Kelly C. who was covering for him and she was so prompt and helpful. Everyone at Matrix has been helpful, easy to communicate with and anytime I need to take a day off, they pay me right away, no issues. Thank you to everyone at Matrix.

Useless as ** on a bull. Offer no support and put all the responsibility on the sick. I appreciate the lectures on what my responsibilities are while I'm recovering. They are here to deny claims and provide you with the run-around, of which they are well trained in.

I called in to do my claim by phone. Every time I asked a question about my claim or how it works I was told "I don't know." The reps should be able to answer simple questions. I was told to create an online account. After I finished my claim I remembered another doctor to add so I called back. There is no way to add another doctor to my claim but yet Iris kept insisting I should be able to add it from my online portal and I can't and she wouldn't wait on the line to assist. I had to hang up with the first customer service rep I spoke to.

I have been out with surgery since Dec. 2023. My doctor was keeping me out another 6 weeks to get strength in my bicep. On May 1, 2023, I messaged my case manager about this update. On May 2, 2023 she stated she was going to email the request over to my provider. On May 8, 2023, I still did not hear anything from Matrix, so I messaged my case manager to see if she got the paperwork, she replied back she didn’t. I called my provider that afternoon just before they closed, and left a message about what was happening; May 9, 2023 my provider called me and stated that they never received a request for the paperwork but did send it over as I was talking to them.