Matrix Absence Management Reviews

Benefits were stopped despite medical documentation. Decisions relied on non-medical reasoning and selective record review. Poor communication and lack of accountability caused unnecessary hardship. Very disappointing claims handling.

I worked for the same company for eight years. Then my 13 year old daughter, who is also autistic and nonverbal, was involved in a tragic accident and air-lifted to a children's hospital. I applied for an FMLA and it was handled through Matrix, and approved for 12 weeks ONLY. My daughter's hospital stay was for 35 days and during that time she needed multiple surgeries, blood transfusions and intensive treatment. At the end of my 12 week absence period, she was out of the hospital, but she was still using a wheelchair and wearing a neck extrication collar. The doctors wouldn't clear her to return to school until the neck collar was removed. However, Matrix denied my request for an extension and gave me an ultimatum that I had to return to work within 48 hours or I would be terminated for "No Call, No Show".

I am submitting this complaint to document significant issues with how my leave case was handled by Marisa. Throughout the process, I submitted all required provider-completed forms and supporting medical documentation promptly and in full, including materials provided prior to the Christmas break. Despite this, I experienced repeated delays, lack of confirmation of receipt, and minimal substantive communication.

I have been disabled for 22 years with very rare conditions that have no treatment options. I’m more disabled now than I’ve ever been with severe exhaustion and chronic pain. My Case Manager from MATRIX called me a week before Christmas to tell me that my case has been canceled because their doctors feel I’m no longer disabled with no other explanation. They said they were sending me paperwork a week ago for the appeal process. I’ve called my Case Manager several days in a row now for him to contact me to email me a copy in the meantime and he has not responded. This is after a letter from Social Security a few months ago said they were going to do a medical review, but decided they are NOT going to bother because I’m so disabled it’s not worth wasting their time!

What is the point fighting for months getting all the paperwork together just for a company to say an ADA is just a suggestion and deny it. This company is full of heartless people who don't care about the individuals coming to them.

Everything any of these reviews say reminds me of the exact same thing my son is talking about. The healthcare provider had done what they thought was correct and then more hoops to jump through and no way to get in touch with them or get a response from multiple requests for information. The people on leave need to heal and the frustration and worry does not help at all.

I went on for about 2 months due to my mental health. I was unable to do my job and kept making mistakes and was in a very dark place. Matrix kept losing paperwork and made the process as complicated as possible. They denied my STD claim, giving reasons that were the exact opposite of what my providers put down on their forms. With my appeal, they've been trying to request full session notes from my therapist. A diagnosis and plan of action should be all they need, they do NOT need every private piece of info my therapist writes down.

If I could give them a -100 score I would. I submitted the form 6 times and no one could locate my claim or even find my information in their system. They transferred me to a ton of different people, for days and no one helped. Emailed several people and still that didn’t really help as well. Submitted claim form with all supporting documents 21 days ago! It was assigned to some to review it last Friday. And right now seems like they are trying to find reasons now to pay out my claim. Very disgusted with this company.

Dealing with Brandy ** is ridiculous. She never answers the phone or emails and is constantly out of the office. All I want is them to release me to work and I can’t even get her to follow up on her end. Negative stats are in order here.

Absolutely awful customer service. They make you do all the leg work. I don't understand the point of their services. They insist on the use of fax machines and your claim will be stuck pending. Suddenly they email you with another hurdle that you must quickly jump through. I feel like they lack compassion and empathy for people going through a difficult time. Faxing of information???? It's not 1987 folks!