Matrix Absence Management Reviews

Been ghosted by a lady name LaShea, who was working my short term disability claim for when I had surgery, kept emailing her about any updates and nothing. Worst experience I’ve had in a long time!

I had a very disappointing experience with Matrix Reliance. Communication was poor, the service did not meet my expectations, and I felt my concerns were not addressed in a timely or professional manner. Based on my experience, I would not recommend this company.

This company is absolute garbage. Don't plan on getting answers. Plan to be lied to, plan for payment dates to be late as hell because someone’s on PTO. Absolutely maximum frustration with this POS organization.

Clocked in but nobody's working. Call personal numbers. Nobody picks up. Go straight to voicemail. Send emails. Get a response but only from the hours of 10:30 in the morning till 12:00. I guess they only work two and a half hour days. Talk to their hotline people. They can't even get in contact with anybody. Supervisors are clocked in but nobody's working. It's an insurance company that has to wait 72 hours for their finance department to get back to them.... Does anybody work in the finance department???? Seems to be a pretty common thing. I will be speaking to my company about getting someone else. Repeat issues with other employees as well.

This is the worst company! The claims examiner never answer their phone, they take so long to return emails and phone calls. They have been giving me the run around about my first pay for over a month. "Checks were sent out and to keep an eye out" never received it. I get all of their other mail, except the checks.

⭐☆☆☆☆ (1 Star). Reliance Matrix has been one of the most frustrating companies I’ve ever dealt with. They seem quick to threaten claim denials but incredibly slow when it comes to actually reviewing the documentation they request. As soon as I submitted my claim, I received a 10-day notice warning that my claim could be denied if my medical certification wasn’t received. However, once the documentation was submitted, it took nearly two weeks for them to review it. The urgency only seems to apply when they’re pressuring claimants, not when they’re processing claims.

Every single review is accurate. This group is terrible. It makes complete sense why a company would use them. They are slow and unresponsive. And like AAA insurance, it takes you complaining to an adjuster supervisor to get the basic human courtesy. Somehow, it takes 60 business days to process a claim. How in the world can this be acceptable? I had to chase down all the documents myself after weeks of finding out what they needed for my Adjuster Amy to get back to me every once in the blue moon. To tell me the information they needed that they couldn't for some reason tell me sooner. Upload all of that, get approved, case closed, zero payment, zero response, and then my Adjuster takes PTO without finishing the job. I will never ever file with this shitty group again.

This is the most awful company I have ever had to deal with. First, the coordinator initially got mad at me for telling on them for not returning my emails or calls. Then, through this whole at the end tell me there is no payout. Are you serious?

Throughout the claim process, we have repeatedly provided comprehensive medical documentation from my husband's healthcare providers confirming his disability. Despite these efforts, we have faced persistent requests for what appear to be redundant submissions. Furthermore, there have been concerning instances where documentation submitted via your specified email channels seems not to have been properly processed or reviewed by your team, leading to delays and questioning the efficacy of your intake procedures.

I have been on my job for about six months back in September 2025, my son developed a huge mess on his face that made his face disfigured. There were numerous of doctors' appointments, x-rays, and specialist that he had to see at this point. Due to the fact that I had to take them to these appointments I was told that my job was in jeopardy. To apply for FMLA through Matrix I applied through them explained what happened. Got the paperwork got everything and I will call and report the days that my kids have doctors' appointments and the days that I had to take my son in for these treatments, they had mentioned everything was covered, but then, after that, I got a letter from my boss stating that it wasn’t covered because I took the whole day for an appointment and I was only was supposed to take four hours which something I’ve never heard of.

Worst company I’ve ever dealt with. Late payments. Payments were not correct. Never returned phone calls. Didn’t read documents I sent. No training or were trained to screw us. They need to be audited.

I believe each and every one of these reviews and honestly Matrix should be investigated. I even voiced to my claim adjuster how confusing the communication was it was very misleading. My case manager told me it was one thing that I needed to submit to get my short-term disability approved I submitted that. Along with others substantial evidence regarding my severe medical condition. She then requested something else. I had evidence of my disability from not one specialist but two specialists. My case manager lacked empathy and if you question the facts they feel like you arguing with them which is a bad choice of words. When I asked is the medical team that makes the decisions for the claims are doctors? I was told that she didn't know. How dare this company downplay my medical condition and deny my claim. Shame on them they will be not able to last a day in my shoes with this severe condition.

ZERO STARS. Been waiting on my short term disability checks for a month. A benefit I pay for weekly out of my paycheck that they are quick to take the money for and quick to withhold funds. ZERO communication. Every time I call my case examiner her voicemail says she's out for months. You're left in the dark during the entire process. This company should be investigated. You're waiting for the payment you should've gotten 2 weeks ago but your is about to be shut off in dead winter? Not their problem. Your phone that is a requirement to have for work is about to be shut off? Get over it. You can't even afford groceries and you have literally nothing in your house for nutrition? Psh..you'll be alright, they're working on it. Pretty sad you have to retain an attorney just to even TRY to get the payments they owe you.

Reliance Matrix Review: A Nightmare in Disability Claims Processing. If you're considering short-term disability insurance through Reliance Matrix, run the other way. My claim for burnout—diagnosed after severe dizziness, headaches, sleep disruption, and work errors—was denied despite timely submissions, following every procedure, and resending documents multiple ways (with confirmations) just to prove receipt.

This company is the worst; they never pay when they are supposed to and take their time in retuning emails. Even with doctors' notes and records, they told me that the medicine that was prescribed to me should be working now, and I should be feeling better even with a note from my doctor and my therapist. I am so glad I don't have to pay for this sorry ass service. They should not be able to do this to people who depend on these funds...

Truly horrendous follow up. As someone who works in a similarly stressful environment with the public I can not fathom how this company operates with the current lack of communication and accountability. If you are thinking of contracting them do your employees a favor and choose another vendor!

After working for a company for almost 4 years, I was terminated for "attendance." I was on FMLA and wrongfully terminated. Let me explain.

No punctuality. No communication. I've been reaching out for weeks and instead a phone call or response to an email I get a delay in benefits letter when everything needed had been turned in. When I first signed up took nearly two months to receive benefits.

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!

HORRIBLE!!! I've been on leave for 4 weeks & still no pay!! No one will respond to my emails or phone calls! They do not care! I've been begging them to contact me since they have had my disability paperwork since DAY 1 & I cannot pay my bills!! This leave was supposed to HELP me but omg it’s making everything WORSE!!! I have no money to pay my bills & credit is going to get hit but do they care? Absolutely not.

Negative stars. I was released to work 10 days ago, but work needs clearance from Matrix. I have called and emailed dozens of times a day, but cannot get a response. Even messages to managers and supervisors go unanswered. I am unable to return to work until Matrix tells my work I can, so I am not getting paid and have no ways to pay bills.

I'd give this company a negative star review if possible. Since day one of needing their assistance there have been multiple issues. Originally when my company started using them they told me I had to use Reliance for my ADA Accommodations. I call them they tell no its an HR issue. So days of going back and forth to finally find out reliance is supposed to take care of this.

They are awful. They literally exist to find ways to deny your claim. They intentionally make things obtuse and challenging so you or your physician will make mistakes that leads to them being able to deny your claim. It is cruel. They intentionally lose paperwork, fax to the incorrect physician, or flat out lie about your claim. Hire an attorney immediately if you find out they are the administrator for your disability. Day #1 call an attorney.

These people will minimally help you through the disability process and will not inform you if you are eligible in receiving supplemental health benefits that you are entitled to. You have to be proactive, research the site from top to bottom and no people or have good HR at work in order to utilize eligible benefits from a place that is supposed to be a 'life preserver' for employees in times of strife. Both Employers as well as their employees pay premiums for the subpar service that is received in return. I can only say it's been a huge epic fail for this company. I do not know how they have managed to stay in business as long as they have.

This company is absolute trash! They care nothing about their customers. They are not punctual and they do not go out their way to assist you. They do not pay. Everyone from the top of the chain to the bottom is disastrous. This is the worst experience ever with std that I have ever experience, any company thinking about working with them please do not

If this company could receive zero stars from me, I would gladly do so. This company is hands down one of the most terrible companies I have ever had to interact with when it comes to disability accommodations and taking time off from work. Their incompetence knows no bounds. It is crystal clear to me that they have absolutely no regard for your health and well-being. I am currently facing a difficult health situation, and instead of providing support, they only succeed in making my life more difficult due to their lack of professionalism and effectiveness. It is obvious that their priorities lie with money, not with the people they are supposed to serve.

I wish I could leave no stars, I hope & pray no one else has to go through the stress & heartache this chickensh*t company can cause. Just the WORST at everything, horrible "people" (if you can call them that) working there, rude, lazy and worst of all HATEFUL! Monsters, Veedis Ki__le is the worst person alive!

The company is horrible! I wouldn't refer anyone to the company. When filing a claim, the process was easy. But when it's time for payments to be issue is horrible. Payments are late being issue to you. They inform you your payment was issue on that Friday but when looking in the portal it doesn't show release payment. So not accurate information given, so to look at it you don't get paid on that Friday you want receive money until the next following week. But if they were smart processing, the payment or payroll have to be done by Monday or Tuesday to have your payment on that Friday.

Gone 6 weeks without getting my claim approved despite sending them all the paperwork that was requested. All they do is delay and deny at every step, they deny getting faxes from the doctors that I know were sent and have some of the most unhelpful employees anywhere!

Its seems as though there is a common pattern here of incompetent claims examiners, & their rude over talking supervisors. They purposefully lie to delay claims, purposefully don't process claims in a timely fashion when having all documents necessary to do so. I also see I'm not the only one who had a claims examiner go on vacation without processing your claim or making sure it's processed by someone else while they're away. Seems as though they have no empathy for anyone who is ill & are blatantly rude. Brittany ** & her supervisor Rusty, this one is for you specifically!

I have been dealing with these clowns for weeks. Getting no where. I have received very little pay and no help. My girlfriend and I are being evicted now I don't have enough gas to get to work. I haven't eaten in 2 days. They don't care. They mysteriously misplaced my checks??? All they keep saying is they are escalating it, escalating it, escalating it. With nothing. I am beyond livid with this horrible terrible company.