Matrix Absence Management
About Matrix Absence Management
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Matrix Absence Management Reviews
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Matrix needs review who and what they hire, M. ** is the worse, no communication, no phone calls back, always out of the office, sends confidential medical information to the wrong email address, after being told multiple times that she's been sending it to the wrong person. The lack of detail and compassion from a company is awful. I don't care how many times you call and leave a message its always the same thing I never got it, or you're forward to someone completely different to handle your claim. Not mention when they do call the bizarre hours they call you 6:30 AM, 6:15 AM. Other companies if you're thinking of hiring this company to handle your FMLA, think twice the place is a headache!
It took me 2 week to get in contact with anyone to begin with. I called my personal claimer 7 times and emailed 3 before I got a response. I also reached out to the supervisor of which took 3 voicemails and a matter of about 5 days before he contacted me back. I had issues receiving my payment, and the company was very inconsistent with everything. Impossible to talk to. I was off because my heart stopped and had to have immediate surgery and was in the ICU for a week. Throughout the process of this and the amount of time it took to get paid, I almost lost everything. Don’t depend on them to get you through your time off.
This company is a joke! I’ve been on maternity leave for 6 weeks now and will be back in less than a month and I have not received any form of payment. I get an email 2 weeks ago that my examiner is needing to send me the “approval letter” before I can start to receive my payments and haven’t got an email back since and I wrote her again a week later. Today I have now called hoping for a call back soon. It’s ridiculous they want you to have documents in on a certain time frame for them but can’t get you your stuff in a timely manner.
I tried numerous times to get in touch with my examiner and his supervisor for my claim. I don't receive call backs or returning emails. Both always out of the office or in meetings. Very frustrating for me not to know what they need as far as my claim.
Impossible to get in contact with anybody. The claims examiners are rude and will not respond to email and definitely don’t reach out on a Monday because that’s a good excuse to be a bad employee apparently.
On June 27th I filed a Short Term Disability claim, on June 28th I called Matrix back. Spoke to the intake department, gave that person the date it needed to be updated to and emailed my Claims Examiner Heather ** to notify of needing the date changed. I did not hear back from Heather at all. On Thursday July 7th 2022 I received an email from Jamila ** stating that she is helping with my claim as Heather was out of the office. Wanted to clarify the date I needed to change to AND let me know that no Medical Certification had yet been received. I replied to her email July 8th explaining that my provider had a fax confirmation from 6/28/2022 that the documents were sent back and I had my provider AGAIN send the documents on 07/08/2022 as well as went and PICKED UP a copy wasting my own gas to make sure that they had the paperwork.
I sent the paperwork to Jamila via email & uploaded it directly to the portal. I explained to her that I needed my date to be changed to 7/20/2022 UNLESS an accommodation can be made to allow me to work 07/21/2022 till 1130am due to me having to do Surgery prep & testing the day prior to surgery. I never received an email or call after this. At this point I thought it was taken care of. However, Monday 07/11/2022 I received an email for an approval. Upon looking at it I noticed the date was still not changed. So I called yet again, I was told Heather ** has now been out of the office 5 days and was transferred to a voicemail at 514pm which was for Lissette ** - Heather's manager. I left a voicemail and requested a call back.
07/12/2022 I still had not heard from anyone. I checked the portal and still the date is NOT UPDATED. So I called again and spoke to another person in the Intake department. They then transferred me to Derek ** the Director over both Heather & Lissette, I left a message requested a call back and emailed Derek as well. It's 07/13/2022 and again NO RESPONSE. This is absurd at this point. I have done my part and provided the updated information why are the claims Examiners, Managers, & Directors NOT DOING THEIR PART?
As well I would like to point out that the Medical portion of documentation was provided on 07/07/2022 and again it is now 07/13/2022 and they are STILL showing my claim is incomplete. How is my claim incomplete if you have been provided ALL of the documents that you requested? HOW is my Short Term Disability claim still pending approval when you have the Doctors information? AGAIN I believe that this group of people will intentionally make it so that I don't get paid. I have done my due diligence in filing the claim BEFORE my leave - I made sure all the necessary information was provided - Yet here I sit with a half ass approval & STILL THE WRONG DATE.
My job is to get you the information, WHICH HAS BEEN DONE. It seems as though NO ONE is doing their part except for the claimant. If we didn't do our part you could blame you not doing yours on us. Seems like an easy way to blame others, BUT IN THIS CASE I have done my part. It is unacceptable that Matrix Claims Examiners & Management for that matter are UNRESPONSIVE & UNPROFESSIONAL. It is unsettling that these are the individual RESPONSIBLE for ensuring that I get paid or are just processing my claim in general. I cannot trust that they are going to do the right thing for me. I cannot trust that they will process my leave appropriately. I fear that they will INTENTIONALLY cause harm to my job. Complaints have been filed with both Consumer Affairs & BBB.
This company is the biggest SCAM EVER. If you have any sickness that is very severe don’t expect anything but STRESS AND DISSAPOINTMENT. They requested very detailed documentation from all of my doctors, results of my scans, breakdown of why I’m out. They made 3 of my doctors send over medical certification forms. Requested office visit notes from all three of them, and still after documentation showing my medical problems, chronic pain, can’t walk, my medications, my restrictions, what can further worsen this condition (stress being the main one) and that’s all I have had.
The fact that they received documentation from 3 different doctors and STILL it was not Efficient enough for them. They try to take every little piece of your doctor notes over months and basically tell your doctors (3 specialists) they don’t write adequate information for them. I hope everyone follows through with a lawsuit with them as I have already contacted a lawyer and I will not allow them to take advantage of me. I hope your license gets provoked and you all go out of business con artists.
My husband had surgery and I needed time to take care of him, while the initial process was pretty smooth, I needed to take an extra day because his stitch removal got pushed back a day. I emailed and called multiple times after I found out. No answer, no communication, no nothing. I ended calling my supervisor the next day, and he had no idea what I was talking about. Good thing I did, or it would have been a no call/no show. I can't believe this place continues to be a used service for companies. As a customer based company, you'd think customers would be a top priority. If I could give it 0 stars I would.
I contacted Matrix Absence so I could leave work to take care of my mother when she had terminal cancer. My mom died a week later after I got harassed by my employer and they did not let me leave work sooner. I had to get a doctor's note and fill out paperwork regarding the condition of my mother which took over a day along with having to repeatedly request the hospice doctor fill this out. It was incredibly cumbersome and unnecessary. I reluctantly notified my employer and Matrix that my mother had passed away, just so I would be able to keep my job. Matrix repeatedly spammed me with phone calls and emails demanding that I re-file the doctors' form after my mother died even though I had already notified them. FMLA is a hoax in California and the DOL office in San Francisco claims they don't care if employers obstruct you from taking a leave of absence, they will take no action to enforce this law 29 CFR 825.220. Matrix absence didn't help with the spam phone calls and emails after my mom died.
Been on SSI since last year of July I believe because I have a disability. First, They take a long time to get back to you sometimes might even take a week just to get an update with your case. Second, I didn't receive my full SSI payment but my case was closed. Been emailing my examiner since last week about it. I also called EDD was told that all payments were already made and that my claim there was already closed. Please be considerate of your clients and pay them their full benefit. Thank you.
I went out on STD with this company, I started getting my stuff together 4 weeks prior to my surgery so I would be able to get everything approved. It was all set up but I didn’t have much guidance from my adjuster. They only approved me for 6 weeks for a rotator cuff repair. I then had to get reapproved which took 5 phone calls and multiple emails over a week time to get an answer and approval for another 3 weeks. Now I’m up for approval again because the dr will not allow me to return to work until hopefully 12 week mark, as in a RN in prep and recovery unit. I have sent an email to her 3 days prior to my appointment and my date of the approval running out. She told me okay 2 days later.
I send an email the day of my appointment to tell her what is going on and she tells me she faxed over the information to request records. Okay great! Later that day I get a letter stating they sent a fax to a Dr. **. I don’t have nobody by the name of Dr ** in my care. I asked her about that. No answer. Today I called my ortho about the fax and they never received it. So I message her and call her and she states to me. "We do not fax them information, they just need to submit the information to us." Excuse me??? She wrote in a legal document that she faxed this. Well to put the icing on the cake. It. Has. Been. Two. Weeks. Since I have gotten a paycheck. I email her and she told me that she has submitted late. Horrible company to deal with and I hope I never have to use them again.
Such a challenging process to deal with this company and the rep “assigned” to my case. Not only did it make my maternity leave not enjoyable because of the headache and constantly going back and forth, but also now that I have postpartum. I’m constantly needing to address this company for my claims and it’s just nuts. I’m already dealing with the state, my job and my doctors. WHAT IS THE POINT OF THIS? Today was a particularly difficult day for me and then I received an email that I might need to return to work in 2 days. Leading me to spiral further and have an anxiety attack because I’m not well and not ready. So even though the state already approved my disability, this company is suggesting otherwise? No words, so unpleasant being harassed by the rep and can’t just be left alone to recover.
My mother in law has been placed on hospice. I was told to apply for FMLA to cover days that I would be responsible for care. It was denied as Mother in Law does not count under family coverage. Only immediate family (spouse, mother, father, children and siblings) only are covered. It doesn't matter that she is in my home on hospice. NO compassion, no communication.
After breaking my leg and going through surgery the last thing you want to do is beg someone to pay you the disability coverage you’re entitled to through your job. I told my adjuster that my return to work date would be later than the surgeon originally estimated since my workplace doesn’t offer light duty. I told her this just over three weeks before the original return date so things could be corrected. I didn’t hear back until the three weeks later and suddenly it was on me to get the doctor's office to fax over information that I could have told them about sooner. I’m now two weeks without money because she didn’t respond to me in a timely manner. I’m so angry with these people. They don’t care if you have kids you have to take care of either. Couldn’t make your doctor’s office update paperwork in two days? Too bad. You’re S.O.L.
My employer uses Matrix Absence Management. I hate when the time comes to file another claim. My adjuster is not personable, not responsive and evasive. I contact my doctor's office the month before my recertification is due but Matrix does not respond to me until it's expired or late. For my job to be protected, I then rush to get the doctor's office to fill out my paperwork. Then Matrix will always say, they have not received it. I ask my doctor's office to confirm with me for this reason. l then write my adjuster back forwarding him the email that has previously been sent. Magically the next day, I am approved. Then they make you do paperwork every 6 months. I've had migraines since age 6. I am 40+, I'm going to be dealing with migraines my whole life. I think their plan is to get you so frustrated that you give up on submitting your claim. Absolutely the worst experience every 6 months.
Never in my life have I dealt with a more unprofessional company. I have been off work due to a knee injury and waiting on surgery. It's going on 4 months. I haven't been paid this entire time. I almost lost my job because these people aren't doing theirs. I have been juggled around between 4 people. Never have I actually spoken to anyone. My job contacted me and said that they haven't received any paperwork from them and if I didn't show medical documents I would be fired.
I have faxed them so many times. I can see straight they wait 2 weeks to respond to an email. Come to find out they are working from home and are relying on someone else to send my fax to them through email. I finally certified overnighter the paperwork to them so I can prove they received it. My advice absolutely document everything when dealing with them cause the agents have blatantly lied to cover their own laziness. I have been in touch with my company and I am filing a formal complaint.
I am a COVID longhauler. Matrix refused to approve my claim because of a "lack of objective test results". As anyone in health care knows, most of the damage caused by COVID is impossible to image or measure. They have given benefits to some of my coworkers who have also had all of their tests come back in the normal range, but they had COVID several months after I did.
Don't do business with Matrix. They make their claimants submit the same paperwork several times, they won't get back to you when you have questions, they lose your paperwork, and say it is your fault, then they deny your claim because they feel they know more about your health than your doctors know. More than one doctor has told them that I am having difficulty breathing. They believe the problem with my lungs is due to the small nerves in my lungs - nerves that are too small to image. So, how could anyone in my situation provide objective proof of a cause? And why do they pick and choose who they will help and who they won't? Keep your employees happy and find a company that doesn't discriminate to handle your claims.
This is the worst experience I’ve ever had. Submitted a claim, no one reached back to me after 8 business days. I worked through a mouth infection, due to worries about losing my job. I was told now I will not get paid because I logged in off and on. They will do all they can to not pay you. I was told they would contact my job to secure it, another week has passed, nothing. Every employee I work with that used Matrix has same complaints. One coworker went right back to work after hysterectomy due to fear of losing job, from no contact from Matrix. Corporations need to take a close look at this company.
I am writing this review as both a sick employee and HR professional. I have never in my career experienced a worse disability vendor and it is horrible that you have to deal with them at your rock bottom just trying to get your bills paid. I am sick with multiple health issues and had documentation and clinical notes sent to them from 5 different doctors including my test results, scans, etc. Essentially I have a tumor, I can’t see, I can’t stand and I can’t focus and I sleep all day because of a health issue I have which was clearly documented by all these doctors and yet they denied my claim after taking forever to get back to me. They actually put the wrong fax number on their forms they give to doctors all of my doctors said and we think it’s because they want to be able to say they never received it and deny your claim.
When you’re already so stressed about your health and life to be dealing with this and the coordination of all this paperwork and constant follow up and fighting is egregious and they want you to just give up, roll over and take it, unfortunately NY state only pays you $170 a week for disability which is not at all enough to live on.
I have worked in HR for over 12 years and I have to say that to use this vendor in the midst of a pandemic and The Great Resignation is basically telling your people to leave. They remember how you treat them at critical life moments like this wand no one chooses to get sick. After talking to my HR network about my experience they’re all staying away from this company because it’s been so poorly managed.
I highly recommend to not proceed with this company as your disability vendor if you are involved in choosing a vendor- your benefits team will be dealing with sick employees who are being denied their pay and you won’t have any recourse to help them. If you have any questions or would like further details please don’t hesitate to contact me as it is my sincere hope that nobody has to go through what I’ve been through with this company over the last couple of months and has caused me even greater trauma at my rock bottom. I am now pursuing an attorney to get me the money I’m owed so that I don’t go into bankruptcy.
Been trying to get someone like my case worker on the phone since end of December with no luck. Then 5 days before my deadline which was 2 months after I gave them paperwork no one had been trying to contact me. Finally I get an email for the application for extras which I get back within days of receiving it. Tried to contact a manager with no luck. All I can say is good luck talking to the individual who was assigned to your case. After my deadline for paperwork my status finally says pending instead of implementation, next I'm waiting for them to deny since they took so long to get me the paperwork I needed to complete my application properly. If you have an HR department have them contact for you because that will be the only way to have someone from Matrix contact you.
I've been on STD since Aug due to an unexpected medical emergency. I have had 2 major surgeries and was admitted to the hospital twice for 2 weeks at a time (4 total). I lost 50 lb and had 4 specialists actively working on my case. I've submitted over 130 pages of health records and fulfilled every request for additional information. Yet, my payments are ALWAYS late. I have gone without any income several times. I've had to use credit cards for basic needs just to get by. This is unacceptable!
All business processes seem to be broken or not thought through whatsoever. Was assigned to an account manager who was on 'indefinite leave'. A lot of my time was wasted emailing this person and waiting for a reply. Once you're in the system there is no other option but to interact with an embarrassingly bad chat bot (customer service ph numbers not shared within the website) that if you try different combinations of different answers eventually comes to the conclusion that you need to speak to 'an actual human being'.... Then generates a phone number that reads "undefined". Did internet research to try to get other phone numbers. Couldn't get through on other phone numbers I tried. I later found out from an internal HR associate this company is indeed a real company (was worried at one point my information was compromised due to the website experience being so poor).
Avoid working for any company that uses this company at all costs. I was put on medical leave back in November 2021 due to a high risk pregnancy. I gave birth, called them to file my claim, I have been fighting with my claims agent for nearly two months to get him to do his job himself. I am continuously told by him that he hasn't received my paperwork from my doctor's office, when I have done everything short of physically handing it to him myself in his office. This "company" is a joke. Each of the "agents" expect you to do their job for them. He waited a full three weeks to tell me that my claim was denied by e-mail. I never received a phone call. Unprofessional doesn't even begin to describe this company.
My worker and the company is 100% a joke. Was put off work for 10 days by doctor and have been waiting 4 weeks to return and was told I can’t due to my restrictions. My worker submitted the wrong paperwork twice too then submitted it to the wrong hr twice. Been in the phone everyday trying to get answers and for some reason they either won’t return my calls, don’t answer the phone or tell me, 'We’re waiting for hr get it together." The absolutely worst company I have ever experienced. “Great satisfaction” my **. They are the worst.
The company didn't come to "solve a resolution" about my review. However, I said I would update when I was done. And I have to say, I got on here, saw a lot of bad reviews, so I assumed I have the same experience. I wanted to come on here and give a fair review now that it's over. The company was good. The complaints I had in my initial post came out reading other reviews and being in a rush. I realized they deal with a lot of people and that's why they can't be on demand every second. However, at the end of the day I can say I was satisfied with their services.
All I can say at the moment is avoid Matrix Absence at all cost. They have a 1 star review for a reason. Never answer calls, get back to you in a timely fashion, etc... I will update when my experience is over. Stay away.
I came to look and see if anyone else was having the same issue, and it looks like I’m sadly not the only one. To begin with, Matrix requests for forms and documents to be either uploaded on their app or faxed. Their app will not let you upload anything. So here in 2021, I hunted down a fax machine and faxed 20+ pages, for $25, with confirmation it went through.
I have emailed my worker through the app, hit and miss if it actually goes through, to confirm that my information from myself and provider were received and advised if I was needing anything further to let me know and I’d send it immediately. I never got a direct response, only generic letters via email. I was approved for FMLA and it all seemed to have been straight and complete, also received first payment direct deposited. Well, now I get a letter, on Thanksgiving, that they are missing items (nothing specifically listed), and informed that if not received that I could be terminated under my company’s absentee policy. Excuse me, WHAT?! Day after thanksgiving I was not paid!!! Single mom of 3 here, and did not get paid during the worst possible time. I will be heading to the Dept of Labor and the Texas Workforce Commission first thing Monday morning to report this. NOT the type of company and communication that anyone off on FMLA needs.
This company has the worst employees you ever had to deal, they lie telling you they didn't get paperwork, or didn't get it on time or it was incomplete, and you correct the problem you still didn't do something right, then you don't hear from them, they are I can get every employee at my location who had to deal with these people and they would say they had similar problems with them, it was the biggest mistake XPO LOGISTICS ever did to their employees who they claim they care so much about, so if anyone's company have them or thinking about getting them, come together and plead with them not to do it.
I am so frustrated. I have been trying to get ahold of someone regarding a bill I just received from a claim from a year and a half ago. No one will call me back. I call nearly every day and cannot speak with a claims manager. I cannot afford the bill and it should have been covered in my L&I claim, but now they state I went to the ER too late after my claim was filed. I went the same exact day that I filed my claim, so that is untrue. I will keep calling to see if I can get ahold of someone I guess. So disappointed.
My worker is incompetent!! I have not had a paycheck in two weeks and I will not get one next week either due to my worker. She’s lazy and she tells lies. I informed her that I will be taking another 30 days so my doctor faxed over the paperwork. She claims she’s never got it but never called to tell me this so all that time I’m thinking everything was ok. I call her while I’m at the doctor's office and ask her to fax the paperwork while I’m there and she tells me, "Oh it’s going to take them an hour to get it because they have to sort through something." (IDK) So I asked the nurse if this was true. She said, "No. As soon as the paperwork is faxed we get it." I’ve been on short-term disability since July 19th and every week my paycheck is either not there or something happens or it’s not the right amount. I’m sick of them. Hopefully I never have to use them again.
I am on medical leave due to covid. I have asthma or was diagnosed with asthma so I can't work at the moment because covid affected my body really bad. I never can't never can't get a hold of them. I leave several messages to my Examiner and emails. They sent me a letter through my email about they need medical certification on the 7th of September and the letter said my deadline to turn paperwork in on 2nd of September. My deadline for my claim is the 12th of September. Something have to get done or I will take further actions. The representative are really nice and helpful but the examiners need to do better by reaching out.
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