Matrix Absence Management Reviews

I started my claim on July 19th in anticipation for my surgery on July 31st. Since then, it’s been an horrible experience! They kept wanting to put my claim through as FMLA, which I stated several times, I wanted Short Term Disability. They kept saying they were waiting on my Drs Certification and then they would be able to approve. The first person I was assigned to the next day, they went on vacation for a month with no out of office with a covering persons name, then when going through their ridiculous phone system that puts you on hold to just make you call you back anyways, I was sent right to the person who was on vacations voicemail. Had to go through that game how many times because it goes by your social security number. After weeks of this. My surgery was about to happen and they tell me the Drs paperwork needs to be signed after my surgery to be approved. So this happens, I get told I should be paid out on such and such date.

Yeah, it would have been way less stress free to have just lived in chronic pain instead of getting the surgery I've needed for years. Somehow working with UHC was less painful. I can never reach my claims person, and she does not return mine or my doctor's calls. She called me once later in the day on a Friday after the doctor's office was closed, and I told her they had sent her paperwork already. She said it was incomplete, even though what was sent to her was what is legally acceptable in the state of Wisconsin.

Where do I even start. I’m on paid parent bonding leave given to me from my job thru Reliance Matrix. My daughter was born July 4th and I submitted proof of birth just hours after she was born. It’s now July 28th and my claim is still not approved and nobody answers the phone or calls back. I’ve left 5+ voicemails and never get a response back. This is not a good experience to say the least and this is the 1st 1 star I’ve ever left on a company. This is causing financial burden on me and my family and affecting my bills. I am very irritated at how Reliance Matrix handles everything. Don’t ever bother trying to go on leave or get disability because good luck waiting however long until they feel like approving or responding to anything. I’d give a 0 star if I could.

One of the worst companies out here. I had 2 claim within 1 year. Had to burn through 14 vacation days and then missing over 180 hours of pay. I just believe what they take you through in still missing over 4000 worth of paychecks and was giving wrong information. Might lose my job that I have been on almost 10 years.

I would give no stars if possible. Horrific company. Examiner denied all claims after filling out exactly how she said to fill it out! My company has stopped my pay because of the denials. Do not use this company, they do not care, nor will they help you! I have reached out to Chenelle ** who is supposed to be my claims person, a joke. Her boss, Emma ** who did nothing but talk over me and finally waiting on her boss to call Julie **, it's been 2 days and nothing. I have reached out to the CEO Michael Askins to see if he knows what type of employees he has and also tried the contact center to see if someone will return my call. I am not getting paid and my job is on the line because of this!

Worst company to deal with! They send you to an independent medical exam with a chiropractor to assess if my husband can go back to work after a stroke took out 2/3 of the left side of his brain even after telling them twice it needed to be neuro to test memory, understanding. He also has moderate aphasia. Exam lasted 13 minutes, dr says speech is fine and he is good to go (works on pacemakers when they fail. Works with the FDA.). Now they denied him. Their response to not setting up the appropriate Dr??? We’re not perfect…. I shouldn’t have to coordinate testing on my health insurance's dime because they are incompetent.

This company is the worst I have ever dealt with. I would recommend staying away from any employer that uses this company. Matrix will lie and deceive to find way of denying your claim. My doctor sent requested multiple times even had the fax confirmation but Matrix still denied response from Doctor.

Working with this company now through my employer and I wished they would use literally anyone else, including a blind, paraplegic gibbon. At least the disabled primate would be able to empathize with the concerns and challenges of a sick or injured employee. The app and online experience is an absolute nightmare. Logging in is a chore and on the mobile app I have to check "agree" to their T&Cs every single time. Every other app gets this right, but not Matrix. Claim information is sparse bordering on nonexistent. Who is my case worker? What are next steps? What documentation is pending/received? None of this is in their user portal. I have questions? No FAQ on the site, no virtual assistant. "RITA" is basically just 3 pre-recorded videos and a couple decision trees. No contact info is provided on the portal except for a main catch-all phone number.

Worst experience Possible. I provided all information on the first day possible (30 days before claim date). I asked multiple times if they needed anything else and was told no, they do the rest. I follow up a week later and my case manager said she couldn't reach my doctor!!!! No heads up. I have to coordinate all Matrix correspondence with my doctor. After surgery SAME THING. I follow up to find out they didn't reach my HCP for proof of surgery. NO HEADS UP. I coordinate all paperwork transactions between matrix and my HCP. I missed the first paycheck and still working on it.

There is not one positive thing I can say about this company. I truly recommend staying away from employers that use this company. They give you the runaround when you are able to talk to somebody. They lie about sending forms to your doctor so they can deny your claim or hold off payment.

it's a shame that this company boasts about their integrity and professionalism in dealing with people whose lives are interrupted by a disability. I will never be able to work again to to my cancer and various surgeries that prevent me from doing so. They have no ethics in dealing with my case and keep lying and cutting off my monthly payments. They are completely a disgrace to anyone with a career ending injury and consistently lose all paperwork sent to them and treat me like a loser on the phone. You couldn't pay me any amount of money to be proud to work in such a position. I wrote to them in such this manner and stated that they probably can't wait for me to die. But as I wrote to these lowlife people, I plan on being around a long time and will be willing to help any one who needs help dealing with this immoral company.

An absolutely horrible company. The 11 weeks I was off work I received 3 half pay checks and one nonexistent pay check. Come on people... Its 80 hours every two weeks. How hard can that be? Glad I'm not hand to mouth like I was when I was younger! Getting an employee seem to be their last priority. The people that answer their phones are nice enough... but the company is horrible!

Don’t expect any updates on your claim or responses to any communications. They will deflect,delay and then deny. Give a blanket reason “not a serious condition” at the very last minute, even to cancer.

I wish I could give 0 stars. I went out on medical leave on 11/19/2024. Waited for the approval for about a month. My leave has been extended and now have to have surgery. I made sure all my medical documentation was in along with MRI results and my surgery date. Oh forgot to mention the caseworker denied my STD after 1/13/2025. And with all the information provided my caseworker still denied my STD with upcoming surgery next week!!!! It’s this why we pay for this and they just deny you.

Experience with Matrix is worse than negative. April ** and others do not call back, and repeatedly put obstacles in your way for processing claims. When your own employer apologizes for the absurdity of their process... that speaks volumes. Know that based on the facts and experiences, they are NOT for the employees they should be serving. Their objective appears to do anything possible to not pay for what I have paid a premium for in the event of an unforeseen need. This company needs to be reigned in, or shut down. I work for a great company who has outsourced this portion of benefits... and they DO NOT represent their client's values by failing to do their job, while being incompetent and unprofessional.

At a time when I need to be resting from surgery, when I have signed the release form for them to be able to contact my doctor, they are still sending all forms to me. Instead of my surgeon's office who has a surgery scheduler in office who deals with this. Rude phone call, very disrespectful and late response to return calls. App is not user friendly.

Complete lack of professionalism and empathy. I’ve had to use them a couple times for workplace leaves. They have denied my short term disability despite my doctor saying it is medically necessary—they called my doctor a liar because I was technically able to sit in a chair and type. I have left every single phone call with them crying and/or enraged.

This company is horrific to work with, they keep denying my short term, they seem to think they are above the doctors. My doctor has even called and spoke with these idiots. I have now lost my medical because I can't pay my portion. I have life-threatening conditions and now I'm not medicated and am unable to see my doctor at all. I'm at a loss and thinking class action might be the way to go based on all these reviews.

Can someone please look into this business. Consumers use this company during difficult times ex: sickness and can't work. Matrix is doing everything they can, not to pay the consumer/employee. I have 5 different Physician complete certification stating I can't work and I need leave and I qualify for Short term disability. Matrix approved my leave and denied my Short term. I don't understand this company not one bit. There's a huge lack of communication. My Casework will not return calls even after asking to speak with her Manager nothing is done to rectify the problem. I'm returning to work 2.5 months early because I can't be without pay, yet I'm having a crisis today. Trust my I have voiced my opinion with my Employer.

Absolutely the worst customer service I have ever encountered in my life. They completely ignore emails and calls, making it impossible to get any real assistance. Their job is to support customers, yet they failed me when I needed them most—right after having my newborn. Instead of actually reviewing my case properly, they denied it twice with the generic excuse that I “didn’t qualify,” completely disregarding the fact that my state has different laws. It’s as if they don’t even bother to read the details. How do these people even get hired? Do they have any idea what customer care means? This level of incompetence is beyond frustrating—it’s unacceptable. If you’re looking for help, don’t waste your time with these people. They clearly don’t care.

This company is beyond the worst. They handled my short term disability claim from my employer for 2024 and I was only issued 2 payments from them in 2024 and here it is Feb 11th and I still have yet to receive those 2 payments. The company keeps sending then to the wrong Routing Number when they have had the correct routing info since Jan. How hard is it to resubmit a payment to the right routing number. It doesn't take 2 months. This company is rude. Don't care about their clients and should be shut down.

This company is terrible! They can't even get the area code right for the fax number. They wait till the last second, I think they do this on purpose, just so they don't have to pay less than half of the actual paycheck. You should be ashamed of the extra pain and aggravation that you cause sick people!

Caseworkers are very standoff-ish and when they respond to emails they are very rude. You can ask them questions on how to answer certain questions on leave forms and the way they respond seems like they are annoyed with their job.

Awful company to work with. They don't return calls or emails. My claim was approved to be out of work but not approved to get paid. How does that make any sense? I am supposed to be focusing on my health. This company is causing me a lot of unnecessary stress.

I am shocked with this company. I am an employee of a big Corporation and I am getting checks of $20 dollars per week on Disability insurance. What I supposed to do with these peanuts? What a Joke!!! Now will get Lawyer in the game. Worst company ever.

If I could give this 0 stars, I would. This is the worst leave management company ever! I was switched to 3 Claims Examiner during my first month of pregnancy disability. They do not respond to emails nor calls. Their process is horrible with no follow up. My pregnancy disability turned into short term disability of which all my providers returned documents to support this claim. The 1st lady received the documents then tells me I am being transferred to another lady. The 2nd lady never contacted me and then I realize they transferred me to a 3rd person. This 3rd lady claims she didn't receive the documents from my providers so she snail mailed me letters 2 weeks ago asking me to get these from my doctors (again). I was completely blindsided by the snail mail while the first lady faxed AND emailed me a copy of the requested documents. Matrix process is completely inefficient and inconsistent.

This company needs to be put out of everyone's misery. Theirs for the poor ethical practices they embrace and those that are forced to deal with because of an employer. I had a ridiculous time with FMLA while my Mom was in hospice care at home and instead of focusing on my Mom and being with family while Mom was dying, I had to deal with them and the demands of Mom's records for approval of the FMLA. Personally, I felt this alone was uncalled for as they had no financial skin in the game.

I cannot believe how unprofessional this place is. No communication, no returned emails. They continue to keep telling me that my doctor needs to send over the documentation for my FMLA which my doctor has for almost a month now and they continue to say they don't have it. My doctor has asked me to ask them. Have they changed their fax number? What can I do sue them? Yeah right they are protected by the government. No justice. Stay as far away as possible.

We have been going through the process of a short-term disability claim and FMLA. Claim was submitted on 10/22/24 and we are still waiting on answers. FMLA claim was submitted and approved quickly. However, here we are 52 days and still under review for Short-Term Disability Benefits to either be approved or denied. Claims examiner is very unprofessional and does not respond to emails “when she asks you to give follow-up questions. Same with phone calls state you will get a call back in 24 hours and you hear nothing.

They drag their feet and get snappy when you just won't your money. They never communicate and will keep putting different people on your claim. Someone is always on leave. No one cares basically. Avoid them if you can. This is sad really.

I wish that I never have to file a claim with this Matrix Absence Management, Really disappointed with the way they handled my claim & my claim was denied. I got sick due to some disease and got treated but I had to stay unpaid for 2 weeks on my sick leave.

So this is absolutely frightening. My husband is out of work - we just filed a claim. Looks like I'm using my retirement money to support us. I can't believe the government allows this. I was unimpressed with their intake person.

Horrible follow-ups and execution. I requested accommodations months ago and they wrote back today after I was laid off by Samsung. I heard all the bad things about this company beforehand, but what can you do when your company contracts them out.

I cannot believe how unprofessional this place is. No communication, no returned emails. Then you'll get a letter telling you that you're denied. They continue to keep telling me that my doctor needs to send over the documentation for my FMLA which my doctor has for almost a month now and they continue to say they don't have it. My doctor has asked me to ask them. Have they changed their fax number? I've asked it. I've emailed it. Still no reply. Now all the sudden I get denied. I don't know who or what I need to do. And if one of you guys on here reading reviews know what's the next process or a lawyer to contact please contact me.

Denied my claim for arthritis that I have had for 10 years and do weekly injections for. The doctor approved and filled out the paperwork but Matrix Denied because my last appointment was five months ago even though I have been waiting months to get in.... I can't make the appointment happen any faster, that was the only one available. It doesn't matter if you jump through all their hoops and follow the process. They can still deny you. This doesn't seem legal or fair. If you have a chronic medical issue that isn't going away and the medications you are taking are slowly killing you and you still have to deal with the stress and headache that this company causes.

These guys are terrible. They drag you on for years and months and then reject you. They don’t want to pay you under any circumstance. They are frauds and should not be in business. Don’t waste your time.

This company is awful. I thought it was just a bad experience I was having, after coming here I really feel defeated. It’s so complaints against this company, it’s amazing they are still in business. We all need to band together, file a claim against them not with them. Treating people badly in their time of need is ridiculous. Especially when it’s your money you earned and opted to take out of your pay for security. These comments are facts and this company is trash! And something needs to be done about it.

An absolute joke of a company. Their purpose is basically to make it so difficult to file FMLA claims that you just give up and get fired from your company. They tell you which hoops to jump through and then you jump through all of them but it's never enough. They hire inept employees who provide incorrect information and cancel claims for reasons that make no sense.

I would rather deal with ANYONE ELSE than these folks. They are rude and horrible communicators. Dom ** is especially bad. AVOID AVOID AVOID!!!! They treat you like you're cheating someone when you file a claim... It's the absolute worst!!!

This company is a fraud! Before accepting a job offer, make sure to inquire if they use Matrix Absence Management. They will withhold part of your pay and it’s extremely difficult to contact anyone. Their responses are deceptive, and they may pretend not to understand your concerns. David **, a manager, does not return calls, and Sara **, a claims supervisor, also fails to answer calls. They do not respond to emails either. The entire operation is dishonest. Avoid this company at all costs. McKesson Employee and McKesson's Human Resource listens to them!