Matrix Absence Management

My company uses Matrix for everything. All of the employees complain about it and I’d never used it until I was a few months from maternity leave. Communication is horrendous. It takes about a week for a response from my case manager via email, IF they choose to respond. Calling is a huge hassle and everyone is trying to hand you off to someone else. They also gave me incorrect information every single time I did have to call. I have never felt so insecure about anything as I have through my whole pregnancy, hoping my leave has been taken care of. I would not take another job if they used matrix as their absence platform.

Terrible, no communication or response to phone calls or emails. Been out of work for 2 months and haven’t been paid. They do not respond to my HR department either. Creates added to stress to recovery.

My company uses Matrix for FMLA. My contact was DM who refused to respond to emails or phone calls/voicemail in a reasonable amount of time. She sent my doctor's office the incorrect paperwork then tried to say that if it wasn’t returned in time they would deny my FMLA. She documented incorrect dates on my leave. Because she wouldn’t respond to my emails or voicemail I had to take an additional four days of PTO because I couldn’t return to work until she responded to me. It took DM a week to respond to me. My company said her behavior was unacceptable and had Matrix remove her from our account. For any company looking to see if they should hire Matrix, do not!

I never ever do reviews but it is so sad because they give you a caseworker that never returns calls or emails. Or you both play phone tag. It has truly been a nightmare since our company has switched to Matrix but I promise I will let the company know how bad it has been and others here feels the same! I know they don't care whether or not if we get the proper paperwork and in a timely manner and what we need because at the end of the day they still there and not at risk losing their job because the caseworkers either can't handle the workload that they have and instead of asking for help just let other people suffer as if we're not suffering enough! I didn't get on FMLA or trying to get on Disability because I want to! Not by far! I am 1 that always has compassion but it is really frustrating that I can't get what I need and then have the extra stress from Matrix because no one can respond!

I needed medical treatment for a life-threatening condition, and STD benefits to pay for it. Matrix was unresponsive, unhelpful, neglectful and inconsistent with every representation of what they exist to do. Reps don’t return calls or respond to emails, paperwork isn’t sent or reviewed in a remotely timely manner, records are inaccurate, claims are denied without communication or reasoning, benefits are unpaid even when claims are approved, and there is absolutely no way to get advance guidance to try to reduce problems as things unfold. I was so frustrated in dealing with Matrix that I developed secondary health issues related to anxiety. I just don’t have words for how bad they are. And my inescapable conclusion is that this is exactly what my employer hired them to do.

These people are set up to continually deny claims. After trying to locate my claims manager to verify all the information needed for my claim was submitted, she refused to communicate with me in a timely manner and failed to advise on the type of documentation needed for my claim to be approved, which resulted in the claim being denied! She was advised my healthcare provider is very slow, so I sent her the visit summary from my therapist. Once my medical provider sent the full medical records, she did not notify me they were password protected and the claim had been denied; then, when I sent her the full medical records that had been sent to me, she indicated the documents were the same as previously submitted and she would not submit the full medical records in direct violation with Matrix own compliance!

I’ve been cycled through 4 claims managers, I had to go without paychecks for over a month because Matrix didn’t finish work on their end, didn’t communicate where they were in the process, they finally told me I was approved but then the next time I talked to them I was told I was almost approved. It have been over 3 months and I still haven’t received payment for my time off. I reached out to several people including supervisors and no one returns my calls, even the operator can’t get ahold of anyone to help. I can’t believe that this is ok, something needs to be done about companies like this.

Why do I need to download an app, give my medical information to a third party, and deal with filing claims when I know that I don't qualify for benefits in order to keep my job attendance record. I'd rather stick to the old school way of just bringing a doctor's note in but unfortunately companies like this are out to make money and save the company I work for money. You guys gave me an examiner who is on vacation when I have deadlines to meet. Latoya M. tells me I am eligible and denied in the same sentence! This process is distatesful and not in the benefit for someone who is sick to have to be responsible for. FMLA is a right that has been turned into profit. I am not gonna lose my job over this foolishness.

This company needs to do an overhaul with how they handle claims and customers. If I could give it no star, I would. Like many of the reviews I have read, I am also experiencing a very difficult time communicating with my manager, making sure everything that is needed gets filed and followed up with. As being sick is already not frustrating as it is, this is even more frustrating. Haven’t been paid for over a month since being out due to starting dialysis treatment. And now my claim is pending denial because it is missing some pieces of information and not to mention the lack of communication. I feel bad for everyone who have to deal with the frustrations of the process because this is who your employer decided to work with. Good luck and God Bless.

Did everything on my end for applying for maternity leave, hardly ever heard from them and now I'm in my 6th week of leave, and still have not gotten paid. I had to use up a week of PTO in order to pay my bills. They are so bad at replying to emails too. I also requested 12 weeks cause I had twins, they had everything set up and then I get a phone call from them and they thought I only had 6 weeks off. I do not recommend going through this company.