Matrix Absence Management Reviews

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!

It took me forever to get in touch with someone. My case manager at the hospital even called. I ended up being off of work for 6 months. It took them 2 months to get my benefits started. I really hope that the company that I work for rethinks their decision to hire them as the one who handles the disability claims once again, I hope and pray that the company that I work for rethinks their decision about hiring this company to do their Management on there's short-term disability claims.

Negaive stars. Matrix is a bully company. Based on my own experience and the reviews I've read, it's clear that their goal is to make you give up and drop your claim. I filed for STD on 7/5. After several attempts to contact my examiner with sporadic, irrelevant, or no response, I was denied on 8/28. 7 weeks. When I tried to contact my examiner, I received a response from someone else. Each time they told me they hadn't received paperwork from my doctor, I responded with a copy of the delivery receipt showing they did get it.

My job uses this company and it is the worst. They make it so hard to file a claim in anticipation of preparing for your time off for surgery or whatever it is you're trying to get off for it can be very stressful.

These people are horrible! I have been on leave for a month and a half since 7/13 and didn’t receive my first payment until a week before my initial leave was supposed to end 8/8. They stopped paying the very next week 8/13 despite my leave being extended for an additional month 9/14. They ask for more paperwork from my physician which was already turned in on 8/9 prior to my initial leave ending date. I called and emailed my caseworker Dianna daily for two weeks with no response. I called and emailed her supervisor Ira and still no response.

Company deserves 0 stars!! I went out on leave in May 2024 for 3 separate conditions, one of them was a surgery. I submitted all the paperwork they sent. Didn’t hear from anyone till over a month later in June saying they were requesting doctors notes, visits etc. before the claim can be submitted for approval so for over 30 days my case just sat there. So I submit those documents. Case is still pending. July 2024 I have my surgery. Case is still pending. In August my doctor extends the leave for another 30 days for my spine condition. Case is still pending.

Matrix lost my short term disability paperwork. I had to refile the paperwork. I am still missing 2 paychecks for the month of July. Calling and emails have not worked. I have worked for my company 16 years and now that I get sick, I have to deal with a poorly run third party Matrix.

As an employer I have found the customer service department to be horrendous. I actually have an email from an employee that states she does not have the bandwagon to return my first call to her regarding an employee's claim. I was also promised by a manager that I would have data from her and a week later I have received nothing and called and emailed her 3x. My company is paying for this?

I was on FMLA because my wife had a serious medical issue. I was waiting on medical certification from the doctor, Matrix knew that the doctors wouldn't send in medical certification, I was denied and as a result was terminated from my job. Needless to say I'm very pissed off.

Horrible company to deal with when you are out on disability. I have been out for 2 months and have had 4 claims examiners. They don't respond to emails or phone calls. They don't process paperwork properly or efficiently. They have sent incorrect information to my employer. Even worse they do not pay out on the claims. I have called my attorney and will be calling my state department of insurance to file a formal complaint.

This people are playing with me now, first they agree to my leave of absence until September 3rd. Now they are saying that they will deny my leave unless they get more information from my Dr. Yet my Dr. has not gotten the forms again. I know my case worker at Matrix is doing this on purpose, know he is after I left a voice message. I did tell my HR it was a big mistake leaving our old company for this one.

Wish there was a Zero stars option. This company is the worst and most incompetent company you could imagine. Claims examiners don't return calls or emails. Their claims process takes months, not days. Expect to be denied multiple times and have to fight for your claim. Their job is clearly to resist in the hopes that the claimant just gives up. I can't believe my employer did not research this company before hiring them. Total nightmare in every area. Carry your own disability insurance rather than relying on your employers if they happen to have chosen this company. YOU WILL NOT GET APPROVED!!

Horrible experience dealing with them. Very difficult to understand claim status as none of the acronyms are defined. Claims of requests for medical record, are not verified that the request went to the proper place. Getting information and feedback from claims examiner is difficult. Very worried that my current disability status will expire because they are not following through with verifying any of their requests for additional medical information were directed to the right place. Leaves it up the the applicant to make sure their requested information is being provided. Photo provided of status page. Their "How To Videos" and severely lacking in content. Website provides no information on how to contact them except for a single telephone number. No fax or mailing address is provided.

My treating Dr submitted all information needed in a timely manner. Matrix said they never received the fax (thank goodness the Dr mailed them as well). I wasn’t able to upload anything to the portal. I attempted probably 15x. Once they received the mailed copy they confirmed that everything looked good and I should be fine. Few days later a different examiner emailed me stating that I was only approved for a few weeks. Completely disregarded my Dr’s treatment plan.

A nightmare when it comes to call them. Never pick up a call. Goes straight to voicemail and when it comes To fax papers is even worst. The doctor said they never fax any paper and then I call Matrix. They say they don't receive any paperwork back. Keep going back and forth with my doctor and matrix. They are the worst.

This company needs to be INVESTIGATED and I'm making sure that happens PERIOD!! They have you running back and forth for documents from providers after they pretend to have faxed them. After plenty of trips back and forth, multiple unanswered voicemails and emails and lapse in payments for 6 weeks pending approval still till this day smh. After reading the reviews I'm sure my case has been denied and they just haven't told me yet.

If there was a zero option, I would give them one. For two weeks I tried getting the app to work to create a claim... doesn't work!... I called submit a request to IT and they did not fix the problem..I call and no one seems to have a fix...Also, I have to put in the leg work to get the forms from the Dr office I went to ...I gave Matrix their contact info to office...that's claims person job...this is why we pay every paycheck for YOU PEOPLE to do...not me...It's frustrating dealing with matrix.

These people are the worst. I have multiple chronic illnesses. One of them been ME/CFS. This is a very complex and debilitating syndrome. I have to explain to the examiner the difference between chronic fatigue and ME/CFS. At one point he told me that I don’t have any abnormal labs that prove that I’m ill. I told them that there is not a test approve for ME/CFS and I did reference to Mayo Clinic, Stanford, Harvard, etc. I sent all my medical paperwork multiple times. I was hours on hold trying to speak with the examiner. Multiple emails and no answer. At the end they denied my claim, create a lot of stress and anxiety that make my illnesses worst. These people are negligent and the companies that use them should find a better option for their employees.

This company is the worse! As everyone else has stated they lie about not receiving Documentation from Doctors and from Myself. They don’t answer phone calls and very rarely get a call back. I think this is intentional and the companies that use Matrix know this. Does anyone know of a class action lawsuit that we can all sign up for?

I have no idea why this company exists. Our hospital uses then as a middle man between us and HR. It was impossible to get a timely response, there was no direction on what to do and while you're sick and recovering you have to keep on top of them to get anything done. I finally got a form to return to work well over a week after I requested it. It arrived the day it was due. It required 2 trips totaling 100 miles and 4 phone calls and 3 emails to get the form signed and routed to me, HR and Matrix. I've been back to work a week already and just today received a response to my last email to my case " manager" saying he sent the form to my HR department and I can now return to work... Sorry for the delay.

If I could leave zero stars I would. This company has been nothing short of a nightmare. Can't get call backs or any communication at all. They sure like to send letter in the mail but you can't get them to send a simple fax. They say they are and then tell you 48 hrs. Then when 48 hrs goes by they still haven't faxed anything. It's clear to see why they have 1.2 stars overall. With the experience I have had, I am starting to think they don't have the money to pay out on my short term disability. I underwent a 6 hr emergency surgery and almost died at the end of my work shift and still fighting with these people 2 weeks later. Extremely unsatisfied.

Agree with what everyone has stated! Out on leave due to a major surgery. Made sure all paperwork was sent in a month prior to make sure none of this will happen!!! First they said I submitted the claim too early so I had to resubmit another one two weeks prior to my surgery. Did that surgery, came all paperwork from Dr, been sent in all paperwork from me been sent in and signed. Time for first payment and none. Nicole is my case manager, she never answers the phone. Have to call and leave a voicemail and she will finally call back. Leave was extended, provider's office faxed over everything right then… Called, left a message and she called back later that evening… Stated I don’t have another extension period and I will have another payment. Wake up and checked my account and nothing!!!!

This doesn’t deserve a Star! I’ve but put off onto 3 different people. Each time I speak to someone the dates of my absence from work needs to be changed for some odd reason. I even caught them change the intermittent leave 3x. They went from one week to one day to two days. I’ve been denied short term disability and they’ve canceled one of the claims. And this is after they told me two file two different claims. These people (being polite when I call them people) don’t have the ability to do their jobs correctly or they’re looking after the job's best interest and not the injured.

This is the worst company CPS Energy could have hired. Chelsey ** was the worst to work with. First off all the paperwork was not sent in to my dr. Then Chelsey says, "We don't have all your info." Well Mrs. ** you did not send all the paperwork. Second she tells me to go and log in to the app. All the info is there. So on the app. It says short term disability was approved. On the app. It said starting date and ending date was approved. 2 months go by and she calls me saying that the short time disability was only approved till May 8. When I get her phone call it's already June 4. One month later she tells me that they only approved me till May 8.

This company is horrible. They have dragged their feet for weeks and caused tons of stress while I am injured and in pain. They should be shut down. Between the doctor and HR the papers have been faxed 16 times!

If I were to own a company and it required an absentee management company, I would never do business with the Matrix. I have emailed daily as well as filed an appeal. I have done everything necessary and I do not get a response. I received a letter stating that my appeal was under review and going forward, I would now contact this specific individual, I’ve contacted that specific individual every day for five days and I get no response. New York State has A law that you have short term disability you receive a special stipend. I receive my New York State disability claim every single week but my personal claim through my employment… I’ve only received two checks.

Pathetic service. No one answers the calls and no one care to respond even if you leave 10 voicemails. I have issues with my Salary which was deducted because of the guy handling my case reported incorrect dates. These guys simply work in between vacations it seems. They are not bothered to these wonderful reviews either. Best way is to ask our company to get rid of Matrix Absence.

The same as every one else, Zero communication. I have left several messages and not return calls. They put me on a 30-day delay stating they didn't get a fax even though I had a receipt for a successful send. Eventually, they said they did find it. They are trying to say my surgery was something more minor than it was even though they have my medical records, because their nurse said something. The company is absolutely terrible! Also was told by my examiner's manager they have a huge case overload and it takes a long time to get to each case.

Good luck ever getting ahold of your case manager. They don’t respond to phone calls or emails. Asked to speak to a supervisor about an important question for my leave and still get transferred to a voicemail. Good luck with them ever paying you as well. And I worked the min state law of hours for my maternity leave and was still denied. I have a few days before my short term starts and they still won’t answer the phone and a month later my case STILL says pending for what reason I'll never speak to someone to figure that out. This company is absolute garbage, nonsense and unfortunately just no way around them.

I have worked for my company for over 25 years. They got Matrix Absence Management. Has been a first class nightmare. They lie. I have emails stating one thing and then tell something else in a different email. I am on short-term disability and trying to get that extended. They do everything they can to put blocks in the way of extending it. "Oh we fax that to your doctor." Doctor never received it. I asked them to fax it again. I am told there's not really a form for that yet they mailed a form to my house through snail mail you get a different caseworker about once every 2 weeks I wish the current case worker would quit.

All of the reviews on here are in alignment with my 2 experiences dealing with Matrix. Horrible! They don't respond to calls or emails. They denied me for state protected leave saying I didn't meet the employment qualifications. I tried to discuss and prove to them I did and they would not hear it. I finally sent the actual state laws to my HR Manager and threatened getting help from BOLI before they opened their eyes and approved it. They claim to not receive paperwork from your doctor when your doctor sends proof. Currently 17 days from the first date they faxed and 7 from the second and no decision. They claim 2 to 3 days after recipient of doc forms. I have had the same chronic condition for 20 years and qualified with my last employer.

This company is awwwwful. They don’t call you back or answer their emails. I sent in my paperwork through their app and they still say they didn’t have it and gave me a 10 day notice. This is absolutely appalling.

Unprofessional, don't return phone calls or take day's to get back to you. Suffered a stroke and denied my claim indicating STROKE Is not considered a serious health condition. Telling me to do their job and have my doctor provide them my medical records. My stroke isn't covered under CA FMLA /CFRA ACT and it is covered. MATRIX is the worst unprofessional so called company to handle any employee leave of absence.

I'm writing to express my frustration with the current handling of my FMLA & short-term disability claim. Like many others, I've faced significant challenges throughout this process. Initially, I received approval letters for my claim, only to later discover that my short-term disability was still under review. Additionally, I was asked to resend the same documents I had already provided. As a result, I've been left without any payments for over a month.

This Company makes you go through hoops to get paperwork. They sent multiple emails and physical mail saying my claim was approved, but then they called to tell me my short term disability was denied. Glad I take screenshots and keep all of my paperwork.

My hospital system just switched to this company to manage time off and leaves of absence. Etc. This seriously might be the worst service I’ve ever received with any company. They effectively try and make it hard for you to use benefits. They won’t call you, or email you back. They’ll put your email in wrong so you don’t have access to the system. They’ll give you the wrong phone numbers. They employ a series of tactics to dissuade employees from seeking or using benefits. They use 3rd world nations to answer phones and take your claims. English is not a primary language for anyone I’ve talked to with this company. If your employer uses this company is be very concerned.

If I could give zero stars I would.. this is a horrible company and I have no idea why the company I work for uses them for people needing to be out of work or have accommodations for their medical situations. I have given them three letters from my doctor explaining my situation to change things in my schedule and they refuse to Accept it because it says it does not fall under their "guidelines"... If I'm submitting something from my doctor there should be no question. I don't know who they think they are to question any one's health situation And documentation from a doctor. Each time I gave them a letter they said it did not meet their guidelines or answer the questions they had… that is a lie because each one explain the situation.. They just make you continually jump through hoops and not approve the medical request.

This is the 2nd time within 5 years I've had to deal with this terrible company. Same song and dance. Blames your Dr office for not getting paperwork (when the office has proof) as a way to deny you. They give you the 10 day notice then on the last 2 or 3 days they try to compel you to get the paperwork yourself and send it to them personally (kind of hard to do when you are hospitalized) and they now owe me 2 weeks of payment (after a 2 week waiting period) which I will never see. The last time I was out for three months playing their little game. I was owed 12 payments and only received TWO... As they stated it was due to my error and my Dr's error for not turning in the certification paperwork that I watched the office fax 6 times with my own eyes and had the confirmations for each time. This company is a JOKE.

I am compelled to express my profound disappointment and frustration with Matrix Absence Management. My experience has been notably negative, marked by a stark lack of communication. Despite numerous attempts to reach out via emails and phone calls, I was left without any response for over four weeks at one point. This silence on their part struck me as remarkably unprofessional and added unnecessary stress to an already challenging situation.

I am trying to gather evidence against Matrix Absence Management for intentionally denying claims and making the claims entry as difficult as possible. Matrix Absence management makes the claims process extremely difficult and confusing and even after you have done everything correctly they still require more information and often deny your claims after doing everything required. If you feel you have been denied claims by Matrix Absence Management please e-mail me at **. I would like to know your situation and what Matrix Absence management has done to deny or make your claims process difficult.

This company is the worst. All the things that everyone is complaining about are true. Paperwork is a nightmare process. Brian ** (claims manager) seemed to delay things on purpose. Ultimately got denied and went against my doctor's orders. Brian ** also lied about the paperwork he sent to my doctor, which was wrong. My provider finally had to call and get the correct paperwork faxed. This company is horrible. I'm assuming they are getting kickback for every claim denied. It's the only reason I can think of for the incompetence.

This is by far the worst company I have ever dealt with... Went a month without payment. Which because of that I had to miss doctors appointments for the very reason I was on leave for... Absolutely IMPOSSIBLE to get a hold of anyone or a reply and now they are committing Claim fraud to get out of paying me...stating that I was on leave for one reason but the paperwork that was submitted states the actual reason and says NOTHING about the reason that they entered it in as... I have no idea why my place of employment would ever choose to use this place but if you are having to use them buckle up... You are in for nothing but frustration and getting the runaround.

My company went from the standard which got things rolling within a week or days. Now we are with Matrix. I started this process first week of January 2024. It is now 2/18/2024. No paycheck, I call my claim rep, no answer, emails, answers 2 weeks later, the supervisor responded 2 weeks later. This company is so slow. No communication whatsoever when you ask for updates. Stress from when I'm going to get paid. Still waiting here ....This company is an absolute joke. They don't even deserve 1 star, they deserve -100.

My company switched from state to private flma/tdi, they make it literally impossible to collect. My doctors are repeatedly sending them the information that they request and they claim they are not getting them. I've had to literally go to the my Doctors, pick up the papers and email to them, which they don't respond and just keep stringing me along. I just lost my father and have a lot to deal with and this is the last thing I need to deal with.

The company I have worked for for 13 years decided to change to The Matrix this year. My short term disability began with The Hartford and is now with The Matrix. I cannot believe my company decided to move from a well reputable business to this company that has an F rating with the BBB. I needed to extend my time off and uploaded on two occasions the paperwork (which I had to call and demand they even send me) to the mobile app. I also had my doctor's office fax it to them. I even sent an email to my claim examiner to be told that they haven't received any of it. Why have an online portal with the option to upload if it doesn't work??

Any company or organization that truly cares about their employees will NOT I repeat NOT use this company! I have been out on FMLA short term disability since 12/26/23 today is 2/7/24 and I have yet to receive one dime from the coverage I have paid for since employed. If this is what I have been paying into I want a total refund. I have sent emails and made phone calls for the claims agent their supervisor and then the director. They NEVER answer or return the calls. Then you upload everything into their app as instructed and once and if they finally do get to you they totally disregard the uploaded documents and say they didn’t receive when you have received a confirmation that it was successfully uploaded.

This Company is stupid and should be shut down for their polices invade my privacy. The thing is with Civil Rights they can't be removed even if put in a contract. My Civil Rights still stand and they ask to invade your privacy as if it is ok to do so. Your Civil Rights CAN NOT BE TAKEN AWAY IN ANY FORMAT FOR ANY REASON. This company needs to be held responsible for it violation of American Civil Rights. I will be filing a lawsuit as they do not and can not tell me they for any reason can violate my civil rights ever!!!! Can't wait to see you in court. You will pay for all you have put me thru. You also lost me my job because your employees can not do their job in any timely fashion and you also will be held accountable for every person you have ever done wrong!!! The truth of light will come too. Whether you try to hide it or not the truth never remains hidden forever!!!!

Updated on 02/23/2024: Well since I started my claim back on 01/09/2024 I have yet to be contacted on the status of my claim even after opening a claim with my HR department.... No answers. No pay. No anything. Received a voicemail finally on 02/20/2024 saying they need more information from my doctor... And to put the cherry on top after ghosting me for over a month....Drum roll please...They give me a due date of 5 days. Yep I do everything possible to contact anyone who can answer my basic questions for over a month. I ended my own leave mind you weeks before I should have, and they have the audacity to give me 5 days and ask me my return back to work date. Scraping by literally and they have all the power.

I worked for my company for over 27 years and had never taken a leave at all. I had 641 EIB hours grandfathered in. My husband had bilateral knee replacement surgery Jan 3rd and so I initiated the process the beginning of December 2023. The third week of December I get a letter denying my FMLA because Rebound Orthopedic had not received the certificate from Matrix, the same document Matrix claimed to have faxed to Rebound three times. I was frantic. I could not reach a live person other than some snotty toned assistant that refused to tell me what fax number they used.

Since my employer has switched over to Matrix Absence Management I have had no contact with anyone in the company to get an update on my claim. Absolutely no contact! Tried leaving call back number and it said it wasn’t allowed to call that number back. At this point this company is an absolute joke and does NOT care about anybody it needs to be helping.

Why am I not surprised from the other complaints about this company. I had to deal with this unprofessional company during my time recovering from a partial hysterectomy and having ADA prior to regarding my disability. Just like everyone else has stated THEY DO NOT ANSWER THE PHONE!! My claims examiner answered the phone maybe 3 times during my time of recovery. Every time my doctor would fax over notes their favor line was, "we didn't receive it". My doctor always had to fax over paperwork at least 5 or more times before they'd receive it or say "oh, I didn't know it was already here". During my recovery, which was the worst ever in my life, I had to drive to my doctor's office to get paperwork that was already sent to them and fax it myself. Clarissa was the worst EVER!!! Then her attitude and smart mouth made it even worse.

I was involved in a car accident December 5th, 2022 underwent surgery and still treating at physical therapy today, December 20, 2023.. I've been bounced around from agent to agent with an average of 2 month response time. I’ve showed them all my disability forms and forms from my surgeon and apparently that’s not enough. They denied my case because my doctor's notes “were not detailed enough” … This company should be shut down, they are ruining people's livelihood and will do and say anything not to pay out!

If you have this company handling anything brace yourself for the worst. It's like they're getting paid to frustrate you and prolong everything. I have to call and leave messages like 20 times a day and they still don't respond sometimes. The emergency line is terrible too. There's only been one out of maybe 15 people I talked to who was able to get me help. Just got my claim denied after rarely being able to stay in contact with my claims manager. Not sure what I can do now. I wish my job used a different company.

Just started dealing with this company for FMLA after sidelined from work by injury that will require an absence longer than I have vacation/sick time to cover. So far completely unimpressed by the process of getting paperwork completed which is basically all online and there is zero tech support when I am unable to docusign papers requested and getting error messages. Getting through to a live person got me to a receptionist that was helpful but anyone that might be able to assist with issue (claim examiner, her supervisor) went to voice mail and thus far no call returned.

Where do I begin? My ordeal, with Matrix began almost a year ago. They have shown absolutely no empathy mixed with ineptitude on top of being in a consistent state of confusion. The claims people have not been in any way-forthcoming with information, they have withheld very important information, and on top of that, I’ve had one of them who was completely being dishonest. My assigned claims adjuster for my short term disability who, unfortunately due to his inability to communicate properly with Medtronic, cost me three weeks no pay because I had already exhausted my short-term disability and my days off were not medically related. Of course they were not an approved long-term disability. Which led me to have one paycheck of zero dollars. All because of one person not communicating properly with my company.

I'm approved for intermittent leave for a chronic illness I'll have for the rest of my life. I need leave for both flares & weekly PT. They've made it impossible to get both covered due to their inability to understand the paperwork my doctor submitted the first time. They only approved 2 events of up to a week to cover the flare and didn't cover my PT appointments. I sent in an updated form from my PT and they said they could switch it to 90 minutes twice a week (ignoring I have to travel an hour each way for PT) and that means my flares wouldn't be covered. You also only have 3 days to report an absence which I was unaware of so now they're saying my appointment to see my specialist is probably going to be denied.

I'm currently dealing with this company for STD benefits, since the very first call it's been a horrible experience. They don't respond to emails or phone calls, they purposely delay reviewing my claim until after the payroll cut off time. I've gone weeks without any money. I've been through an extremely difficult situation and I'm trying to get back to work but they are seriously making the situation worse. I've asked multiple times to speak to the person that is reviewing my claim only to be told I'll get a call back and never do. I finally decided to see if I could find any reviews for this company and found this site, I guess I'm not alone after reading all the other reviews. They should be ashamed. When I get back to work I'll be sure to tell my employer how horrible they are.

I had rotator cuff surgery. They don't answer phones, they don't respond to faxes. You won't get your funds, they tell lie after lie. Our employer need to find a better service. I'm literally in tears. I have bills to pay on the urge of being on the streets because of them not doing their job. I have Never seen a company so horrible as this one. Supervisors don't even get in contact with you. I'm so disgusted.

I've had the misfortune of dealing with Matrix twice at my job and both times involved surgery and all I can say is these folks do not give a crap about you or your recovery. All they want you to know is everything is your responsibility including appa6them getting off their buttons to check the fax or clicking the email button or God forbid them answering the phone. If you aren't stressed enough about having emergency surgery they will do their best to make sure you are. Horrible, horrible company. My provider agrees.

Thank god we had a savings account built up. The sheer incompetence of my wife’s claim handler has led to no pay since the start of August. No sense of urgency, inability to properly read documents sent in by medical professionals. Doesn’t return calls, answer emails, nothing. You’d think they’d have people in their office that actually do their job. Maybe they don’t train staff, who knows. Just a trash organization based on our experience.

Matrix is the worst thing ever filed for FMLA. Two time on my wife. Once she had covid. The next with COPD. They denied both. They are no help at all. Contacted a lawyer today to see what I can do. This is a joke.

Does this company intentionally keep things complicated? They never receive and faxes and consistently fail to communicate properly with healthcare providers. They also claim to attach documents, even though none are available. This is a horrible interaction especially when going through a challenging time that requires FMLA.

The system works poorly as people are home from work and many like me are insanely busy caring for Infants. Their top priority should be a cell phone app/website that actually works and is user-friendly. It also takes weeks for them to approve time and get back to you to resolve issues. They won't let you enter time in early even if you know you won't be working. It has to be after the day filed which is absolutely silly. Or rather they let you enter it but then have your HR call to complain to you about you entering it early. I should be able to enter it when I know I am not working it.

Company pays this group to handle and consult on Maternity/Paternity leave. They were completely useless and I had to pretty much figure out all the paperwork myself. They even accused me of going to the wrong website, since they wanted me to get state benefits, and insisted AFLAC didn't manage the CT family leave... which AFLAC does. Instead they deducted the max amount from payroll and said "let us know if you figure out the issue". Sure enough, the issue was completely not on my end, the paperwork, that was not filled out by me, stated my co was paying my full salary, instead of it being secondary to the CT benefits.

I am seeing a lot of very bad reviews on here and am very surprised by this. I live in NY and applied for paid family leave to care for a very sick family member. My case worker was extremely helpful, and I got my approval within days, any questions I have had I send an email and I get a response in minutes, my case Worker is Chris R. When Chris was on vacation I needed to email Kelly C. who was covering for him and she was so prompt and helpful. Everyone at Matrix has been helpful, easy to communicate with and anytime I need to take a day off, they pay me right away, no issues. Thank you to everyone at Matrix.

Useless as ** on a bull. Offer no support and put all the responsibility on the sick. I appreciate the lectures on what my responsibilities are while I'm recovering. They are here to deny claims and provide you with the run-around, of which they are well trained in.

I called in to do my claim by phone. Every time I asked a question about my claim or how it works I was told "I don't know." The reps should be able to answer simple questions. I was told to create an online account. After I finished my claim I remembered another doctor to add so I called back. There is no way to add another doctor to my claim but yet Iris kept insisting I should be able to add it from my online portal and I can't and she wouldn't wait on the line to assist. I had to hang up with the first customer service rep I spoke to.

I have been out with surgery since Dec. 2023. My doctor was keeping me out another 6 weeks to get strength in my bicep. On May 1, 2023, I messaged my case manager about this update. On May 2, 2023 she stated she was going to email the request over to my provider. On May 8, 2023, I still did not hear anything from Matrix, so I messaged my case manager to see if she got the paperwork, she replied back she didn’t. I called my provider that afternoon just before they closed, and left a message about what was happening; May 9, 2023 my provider called me and stated that they never received a request for the paperwork but did send it over as I was talking to them.

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.

Updated on 04/13/2023: These people should be jailed. I had a severe health emergency due to Crohn's Disease to the tune of me having to sell my house. My claims examiner never answered my phone calls and only answered my emails if I put in a ticket, sometimes multiple tickets. They closed my claim multiple times despite doctor's notes that told them to extend them. I had to sit on the phone probably 5 hours per week minimum and be treated like absolute dirt in order to complete my short term disability claim. I filed a report with the Better Business Bureau but I don't see it going anywhere. Shame on this company!

Having a terrible experience with this company. At a time that I’m sick and feeling scared because I’m not working and receiving no income Matrix makes you feel less than. They do not communicate or answer emails. They do not send forms to doctors as they say they will. They leave myself and my physicians frustrated with the process. I’m sorry for anyone who has to deal with them. They need to explain how the process works and not just send stock emails out. They need compassion training.

This company needs to do an overhaul with how they handle claims and customers. Like many of the reviews I read, I am also experiencing a very hard time communicating with my manager, making sure everything that is needed gets filed and follow up. I have to constantly email or call to find out anything and no one responds or responds in an untimely manner. I am sure they are busy, but if you are taking on this job, then handle your claims and responses correctly. Horrible, wish I didn't have to deal with Matrix but unfortunately it's who my employer uses.

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.

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.

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.

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 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.

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.

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.

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.

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.

This company is the worse. They take their sweet time to do things and delay payments. I have been assigned to agent Tikia ** and it only took her over a month to start sending my disability payments. Now I have been waiting for over 2 weeks for the paid family leave, and all she does is say her supervisor is working on it. I don’t understand how they’re still in business and why we are forced to go through them.

I heard nothing from my claims examiner for four months other than an occasional stock letter. One day he called me out of the blue and informed me my claim was denied and closed effective immediately because a medical provider hadn't sent him records. I checked with the medical provider, the medical provider's copy service, and even Matrix's own document retrieval service and they all confirmed the records request had been fulfilled. Absolutely insane.

Thought things couldn’t get more stressful after my daughter's liver and kidneys failed but boy was I wrong. Not only did my claims manager not process my paperwork in time, but also never returned my calls.

I am off with stress related illnesses. All they did was try to deny my claim with each review! Some of my symptoms and my condition worsened, but my time is up and I have to return to work! This company is EVIL!!! These people are soooo unbelievably awful!!!! What does it take??? Does someone have to die or commit suicide??? I don’t even think they will care then! How do they live with themselves??? How do they sleep at night???

We have been battling to get a claim completed for months. Our rep doesn't return calls and is not clear on what is needed or not needed to get issue resolved. Very poor customer service from this rep.

This company is horrible, nobody contacts you when they are suppose to. They ignore everything you tell them when you have issues getting paid or anything else. They blame everyone else for their mess-ups. Don't know why my employer Kimberly Clark supports this company. Everyone at my company has had issues with this company.

My company hires Matrix to manage absence and disability pay. I have been out with a torn Achilles tendon nearly 2 months. Not only have they obstructed my disability pay, they have denied my family leave right. This is one of the most evil companies I have ever encountered. Keep a crucifix and garlic handy if you deal with them.

I had a stroke back in July, and Matrix wasted no time in making the experience unbearable. My neurologist said, "You need 6 months of no work, no stress, etc. to recover," and Matrix saw it fit to say "There is no reason Nick can't physically do his job, so paid disability is denied". My job is in the tech industry and it's nonstop stress. I tried to come back to work early because I couldn't just not be paid, but my company as well as doctors said, "Please don't." Stress can cause further damage and regression while recovering from a stroke and this job probably would have killed me.

I was in a very serious ATV accident back in 2004 and Matrix Absence Management was my disability provider. I have been disabled for almost 17 years and I received a call at 5:30 pm New Years Eve day from a "VeeDis" saying "I would no longer be receiving benefits"!! I about fainted! I had received a letter from Reliant Standard Life Insurance (the actual provider) stating "I have been approved for benefits until I was 65" and then got the call. They DEMANDED I to go the doctor and get this then get that 1 week to 10 days after the Covid-19 hit! I got Covid and was sick for over 3 weeks and still they denied my benefits! Read the reviews and see for yourself, mine is just one of the many, many stories about matrix absence management and their parent company reliant standard life insurance. Do yourself a favor and beware of their methods of kicking you off disability no matter how badly you are hurt!

Please do not sign your company up with this service. You will NOT have a positive experience. It is literally impossible to get anyone on the phone. Each time I call I go straight to voicemail. If the issue is time sensitive and you are dealing with this company you are SOL.

I was put on medical leave by my doctor on 9/4/2020 by my doctor to treat several ongoing issues over the last year. I was contacted by Matrix and was told I would be paid under short term disability a benefit of my plan. I have sent papers to support this repeatedly to my examiner. They don`t respond to voicemail or emails you are dropping information into a black hole. My provider also sent a CD to corroborate my medical issues and they say no one has it. Then, on Wednesday I receive a call saying they are going to deny my claim. My plan states illness or injury, not a third party determining my medical issues. It would be nice to know who gave the right to act as God and throw me under the bus to mitigate their liability,

TJ Phelps is worthless. Submitted my claim, never called me once. Had to call my HR numerous times and tell them I could not get a response. 15 minutes later I would get an email from him. Lazy and worthless. Submitted numbers to call and fax the doctor as they requested. They did neither and then they lied to me telling me my Dr would not respond and want me to do their job for them. When I ask for times and who they spoke to they finally admitted to not calling anybody.

I have sustained injury while at work and my company set my claim with Matrix. Carrie ** Claims Adjuster did everything she could do deny my claim. Very disappointing experience. See you Carrie in the court.

I got hurt at work and was unfortunately stuck with this company and this adjuster from hell. Cindy ** was the rudest and most unprofessional claims examiner in the world. She cut me off my benefits without even giving me notice. She never would answer calls or emails for weeks. I had to chase her to get my check and to get my therapy approved. Then one random day she had the nerve to ask me if I wanted to buy from her catalog of homemade glassware as she has a side business called Creative Chaos. When I politely declined from then on she was so nasty to me and my family. I wish my company received a better claims adjuster. Cindy ** was the absolute pits.

I have been off work since July 20th, 2020 due to a medical issue. I had sent everything in and everything was received almost a month ago and still no response. I have called and I've emailed and even went through different representatives trying to get help and no one seems to care. This company is a joke.

I filed for short term dissatisfy after car accident in September of 2020 but I was denied and given reason was that it is pre existing condition, Even known that MRI showed that it is result of reason accident. So that means that I couldn’t walk before accident. I filed for four weeks to start but after four weeks I still couldn’t walk for more than 30 min at the time. But had no choice but go back to work and risking of destroying my back.

I had to help my family member who was on medical leave and cannot use a computer needed a lot of bed rest. I helped filed a claim through her employer who uses Matrix Absence. It was a total nightmare. I can’t believe they actually got few 5 stars. After the claim was filed an email and bunch of paperwork arrived in mail. No one ever returned our calls and emails. We were assigned one case worker later changed to a different one but not a single reply. My family member ended up going through the state disability to file a claim and was denied. After many phone calls the state decided to pay out her claim. I don’t even get the point of why Matrix is in place when they are zero help! No one ever answers calls and emails. I was worried about my family member. She was already too sick then not being paid was even making her more sick being worried about her lost income.

My wife's work disability occurred in August 2019. Her employer touts that they will pay 100% to a worker for the 1st nine weeks of disability. Until this accident occurred we assumed the company would pay this directly but found out they use 'Matrix Absence Management'. She did get paid about $3,500 from Matrix in the first weeks but then we got a notice that they overpaid and she owned them $5,000 back because they miscalculated the money she received directly from Workers Comp. No one could or would spell out on a speadsheet exactly why we must pay back $5,000 even though she only received $3,500. I requested this from three different case workers she got passed around to with NO reply from any of them.

My Experience with Absence Management was five star! I normally don't write reviews but here it goes. My Claim Manager Marcia was Amazing, her diligence on my claim was outstanding. If you provide ALL REQUIRED DOCUMENTS, your claim will process Flawlessly. I called to open my claim late at night, I received a call within 5 minutes from customer service and a call from Marcia the next morning! I filled out my documents. My claim was approved in less than a week and a check mailed out the Day after my claim was approved. I had so many questions which were answered the same day (email). Thank you Marcia, you're appreciated!

I had to miss a four non-sequential work days due to a herniated disc. When I tried to file for intermittent leave, I filed via the only "File A Case" option. Once I filed, the case manager called me to tell me I had filled out the form for short term disability, not for FMLA intermittent leave. I clarified that I intended to file for intermittent leave. A few days after this, I received a call from a different case manager stating that they were helping the first case manager. This second case manager asked the exact same questions that were asked in the first call. About a week later I started to receive emails stating that my case would be denied if I did not file the paperwork that Matrix needed. I was unable to determine what paperwork was needed until I reached out to my case manager again. It turns out this was the paperwork sent to my doctors office.

I have had worked at the same job for 6 years, paying into Matrix in case I got sick. Well 2 years ago I started to lose my voice and have an extreme "demonic bark cough". I was told by my employer a year ago that I am not to come in with that cough, even though I went through extensive testing and found that I was not contagious. I have Chronic Muscular Tension Dysphonia with chasing vocal cords, basically I get severe swelling in my throat to where you can't see my vocal cords. I even went to the Mayo Clinic in Rochester, MN to get this diagnosis.

I have made payments to Matrix for 10 years but I have received nothing but attitude and denials from them. I will not let this rest. I’m contacting the Labor Board and an attorney to see where I can get some help.

My wife was hit by a truck with a traumatic brain injury 09/12/19. A month and half in Hospital, 2 weeks in Rehab Hospital, home care nurse and others. They never tried to get Medical Records from 2 hospitals. I fax them medical release from Rehab hospital Discharge Diagnosis, Traumatic brain injury Subdural hemorrhage traumatic Dysphagia. She has a feeding tube and said they didn't have proof to pay her and when she can go back to work with a job she don't remember!

I submitted a STD claim and was approved within a week of filing. However, my claims examiner Chelsea ** cannot seem to find my payment or direct me to a website that would allow me to track my own payments. After hounding her everyday she finally emailed me a copy of the detailed worksheet that the examiners use to calculate payment amounts. I emailed back rather frustrated telling her to send an actual check stub. As of yet, no reply. The fight continues????

Matrix is awful. They denied my short term disability because the Doctor did not provide certain information. When the Doctor provided the information they still denied. Matrix already decides your case before you even send anything. They do not want to approve legitimate claims. Nasty people and aggravating to deal with. Heartless and greedy. They deny everyone so they can keep the money paid to them. Go help hardworking people who are hurt and can’t work. Awful!

I applied for STD, got approved for the first few weeks. The symptoms have not changed, got sent to a specialist, then got denied. My doctor sent in all the paperwork. My worker Solang ** is never in the office, very rude, not helpful at all! Very stressful situation to deal with when you're sick. Can’t even get medicine because I haven’t got payed in three weeks but yet I’m off for another 2 weeks!!

My employer needs to save their money and not pay this company and find another company. Matrix is awful. The examiners are never in office. Never respond to emails or phone calls. My Drs and I have faxed back all papers needed for my STD. It's been weeks of not hearing nothing. The 1st examiner applied my paperwork to wrong case. Now this one don't answer.

They review every year. Multiple doctors deemed my condition as worse. Social Security deemed me disabled on a nation level. Matrix decided today I can work doing what I use to do. That caused migraines, neuropathy, The inability to stand or sit without falling. Cannot sit in a chair and use a keyboard due to back and neuropathy in feet and hands. They found a medical assistant that I never met to say I could do my old job. No doctors in five years have stated that. Matrix is very unethical. Laura ** that handled my case said, "It is denied. You can appeal." No help in the process. Just over and over, "You were denied. I cannot help you. That is another department, 90 days they have to reconsider." Reconsider they never had the right to deny based on records. I'm worse not any better.

My son has stage 3 testicular cancer and I applied for a short term leave with intermittent leave once he complete his first surgery. Because the doctor checked the box for intermittent leave for my son’s future continuous care, they are denying my leave time. This is the 3rd leave I have processed with this service through my employer and I have always had a terrible experience with them every time.

My dad has terminal cancer. He is starting treatment 2 hrs. away from where I live. I applied for FMLA in order to help get him to his treatments and help him with his care. Despite contacting the claims examiner numerous times and her lack of returning my calls, supplying numerous forms and medical records, delaying my approval, refusing to call my dad’s Dr. office to help authorize approval, I have had to notify her supervisor and at this time, I am still waiting for approval for has been requested at this time.

I filed for Short Term Disability earlier this year, and because of my serious medical condition I'm going to be permanently disabled so will be applying for Long Term Disability through Matrix. The whole process has been a nightmare! I feel fortunate that I navigated the maze to get my STD approved, but I'm now trying to navigate the maze of LTD while at the same time trying to provide additional information about my Short Term Disability so it's not cancelled, putting my LTD at jeopardy. Here's a list of problems I've had with Matrix. If you are an employer investigating Matrix for your absence management provider, I can NOT recommend them.

In early April 2019 I had to contact Matrix because I was having a hysterectomy that was scheduled on May 6. I received by mail all my documents my dr's office had faxed to them the very next morning time fax stamped page and all of confirmation of receipt before they ever even started my process. It took them 2 weeks to complete. My rep that I am paired up with for NY state has been out of the office since before I ever even left for my surgery. How unprofessional is that! The last thing someone who has never been on a leave from their company when they are healing from surgery is to deal with a absent minded company. I return back to work this Saturday and still have not had my questions answered at all! My short term disability pay is not correct but again you can never speak to anyone. It’s voicemail after voicemail left or you speak to unknowable people!!

My employer uses Matrix Absence Management to process their FMLA. They just started using them January 1, 2019. I requested intermittent FMLA due to an ongoing medical issue to preserve my job when I am ill or need to go to the doctors for treatment, etc. They are still looking for the exact cause. I go to monthly pain management appointments, I’ve been to a hematologist and now a GI doctor along with my family doctor. My family doctor suggested 6 months but I said no, only 3 months. Matrix is requiring me to go for a 2 hour second opinion for an unpaid intermittent FMLA claim. I might add, I am over 60 years old. It seems they are trying to find a reason to deny my request, then I will be put on corrective action or fired.

I was in a car accident April of 2017. I suffer from a neck and spine injury. They approved my STD but denied my LTD. It shows on my MRI that I needed neck surgery and I had spine surgery. Matrix said it wasn't severe enough to approve my LTD and never trust Matrix physician. They use their own physician to denied your claim and pay them to denied you. What makes matters worse is that the physician they use never seen me in person. They are scammers. I repeat. Never never ever use this company. They don't care if you paid into the system.

I'm on sick leave for depression. Same problems as other people who have rated this co. Matrix withhold checks for a month sometimes. Their excuse we need more info from dr. Now we all know professional drs and staff fax these items. My psychiatrist stamps and dates faxed documents. The reps we talk to are trained to delay payments to get us injured or sick people that use their co. To be pushed back to work earlier. Before our healing. By withholding checks. My illness is mental depression. My medicine quit working. Had to slowly be takin off one med. By decreasing mgs. While introduced to another antidepressant.

October 2017 I was diagnosed with cancer. My company uses Matrix as their STD and LTD. In 2018 I had to go on long term disability due to chemo side effects and surgery. This has been the worst company I have ever dealt with. They work against you not for you. They closed my claim 2 weeks after my second surgery claiming their “medical staff” deemed me able to return to work. They have failed in so many ways. Now to reopen my claim they need medical records. While all this was going on, I’ve had a 3rd surgery to remove part of my liver due to the cancer spreading. I have called and left messages for updates. Always get the voicemail. I’ve emailed the examiner. I’m lucky if he answers within 2 weeks. It’s always the same answer. Need more information. I do believe this stress is causing more medical problems.

I have had the worst experience with Mary ** at Matrix. She’s beyond rude. She acts like she’s doing you a personal favor when it’s her job to help you. The supervisors take up for her. I asked for a different rep and they would not change her.

I've had the misfortune of having to deal with Matrix. What a nightmare! I took a month off work for stress and then I had to deal with these people. I have been back at work for two weeks and still no money has come in. I would call Matrix and leave a message, because the answer machine always said, "I _______am out of the office today, and I will return on the next business day.", then later on that day she would call back, leave me a message, I call her back immediately and get the same recording, day after day. The few times I actually did get to speak to her she would always tell me that the doctors office did not fax the proper papers back to her even though they had a confirmation fax. The whole process is awful!

I have had the misfortune of having to use this company because my work uses them. I have used them unfortunately on many occasions and each time I get assigned the same agent. She is horrible, as stated in all the complaints, no communication. And when you do hear back it's always a denial or we need more or blah, blah, blah. They promise the moon and deliver NOTHING, nothing but grief and added stress that you don't need since you are already stressed and in pain and worrying about work and your job security. If you have to use this so called company, I feel for you and you have my sympathy.

I've had the misfortune to having to deal with this joke of a so called business. I was trying to talk to this lady there I believe in the Phoenix Az. location named Alexandria **. First of all you have a better chance of winning the lottery than getting these (people) to answer the phone, this is because they want to get you to record a message, obviously for some record of how you feel is in their pocket.

I became unexpectedly very ill over a year ago. It resulted in me being diagnosed with a serious chronic condition and I have been unable to work. Short-term Disability payments were a constant problem and they would say they didn’t get paperwork from my MD even though my MD would show me the fax confirmation. Once I switched from short-term to long-term Disability, they became a nightmare. I have had 6 different representatives and I had such a struggle with their lack of communication and always stating they needed more paperwork or didn’t receive the records that were definitely sent by my doctors. They called me last week and said I don’t qualify for LTD and they are stopping my payments. I’m very sick and unable to work.

No stars! My internist ordered a 3-month leave. Each & every month more paperwork had to be reviewed and chart notes of my visits submitted. Month three paperwork was submitted on time. After many many emails, I was told my STD benefits were denied and “Hope you’re feeling better!” So snide. The reason for denial & paperwork for appeal hasn’t been sent and it’s been an entire month. Do I call an attorney now? Like others on this site, the doctor’s orders for time off are nearly over, and I haven’t been paid but have to return to work. In my experience, Matrix caused more unnecessary stress & anxiety, and made my recovery worse.

The paperwork is obviously difficult considering the fact that my doctor filled them out 7 different times before they were deemed “correct”. Denied my claim over paperwork confusion. It was just an overall negative experience. I almost lost my job trying to get the denial overturned. It was just terrible. Handling customers’ livelihood is not something that should be taken lightly, and I don’t think that they understand that. The process needs to be improved.

I had to have surgery on my right rotator cuff, because it got to the point where I could barely even move my right arm. I had surgery on October 3rd, and they said they needed the operative notes to prove my surgery actually happened and was necessary. They received those, but only have me being paid for 5 of the 8 weeks my doctor told me I would need to be off of work. I called them 2 weeks ago to get an update, to see if they needed anything else. They said everything was good, and their team was reviewing the doctor's notes to determine if the additional 3 weeks off would be paid. I hadn't heard from them, so I called them yesterday to try to get an update. (by the way, the end of the 5 paid weeks is this Friday.)

I received excellent customer support from Long Term Disability (LTD) Claims Department Representative James **. I recently started receiving my LTD monthly payment after an extended hospital stay involving multiple open heart surgeries. Matrix sent me information on applying for Social Security Disability (SSD), and if I did not that it could result in a reduction in my monthly LTD Benefit. Unfortunately, I never received this correspondence because of my extended stay in the hospital recovering from these operations.

2nd time I used them for a car accident I was in the claim was approved. Three days later it was denied - THEY DIDN'T AGREE WITH MY DOCTOR. Now the days I missed are being counted against me and I'm being fired. I'm contacting an atty.

Been on leave since 9-21-18. All I get is deny or they did not receive it. Please don't use this company for anything. They just take your $$$ and that's it. The case worker Zack, was polite, but the service sucks! Waste of time and money. My company was good, until they let Matrix run our benefits. I see my job being sold or closing down in the future.

At first I had no complaints about Matrix. They seemed to be on the ball than I had to be out longer than the two weeks. They had me guess I would be out when I was in my hospital bed. Now it is no phone calls or emails answered. I got diagnosed with diverticulitis and for the past month it has been dr visits and tests. So this paperwork runaround they put you on is really driving me nuts.

This company is stealing money from those companies who hire them. They ask for information in medical then deny on information they never asked for. Companies like Whirlpool offer this benefit to employees without disclosing that they will fight any to claim presented to them especially anything over 3 months... This should be illegal to take the people's paid policy money and deny deny deny!!! Awful this happens!

This company doesn’t deserve 1 star! They are a complete joke. They never answer your calls. Never return emails or messages (including management). They take their time paying you. They don’t communicate at all. They falsely give you information. They are demeaning and condescending. This is one of the worst companies. My employer should be ashamed for using their services.

This company is a joke! It is impossible to ever speak to someone. No one ever gives their extension. You are on hold for at least 45 minutes before operator picks up... Then transfers you to leave ANOTHER voicemail to the person you’ve been waiting for 3 weeks to call you back. You are screwed if you have to file a claim with this company.

I had to start a claim back in March and I was off work for medical issues and I was suppose to get paid every week and I waiting almost 2 month before my first paycheck. I been paid twice and I am fighting them for my last paycheck. They say waiting on documentation from my doc so I can get my last paycheck. It was back and forth... I went back to work July 9th 2018 and my last paycheck I got was on May 21st. And I'm still waiting to see if I'm going to get my last paycheck. It is so hard to know if I'm going to get it or not because it is really really hard to get someone on the phone... Matrix is absolutely a joke!!!

I initially submitted claim for a surgical procedure in June 2018. They initially needed documentation but failed to let me know that further documentation was needed. Instead it took another 4 weeks before I received a check. I am currently waiting for a decision because my doctor says I need to stay out until at least until my next appointment which is on the 18th. This has been the most stressful situation I have ever experienced. And it is so wrong on all levels for any company to put any person through this when they are recovering medically. I still have not been paid for over 2 weeks so far. I have placed in complaints at my HR department at my employment.

I was diagnosed with Type 2 diabetes and put onto a new medication. Well the problem was my blood glucose was hanging out into the 300 range. Normal blood sugar is supposed to be between 70 - 180. Well my levels were so high I was having some health problems and I needed to go onto STD while the medication I was given helped to normalize my levels. Anthony with Matrix never mailed me anything or emailed me any information about needing to fill out additional paperwork.

I needed to be out from mid-July until Sept. 1st. Andrea Fuentes stated numerous times she didn’t receive paperwork from my doctor, even though my doctor assured me they’d faxed it. Once they finally decided to acknowledge receipt (on the last possible day I had to get it to them) she said she’d contact me by Friday to let me know of their “determination.” Friday came with zero communication, so I called her directly and got a voicemail that she was “out of the office.” Basically she just didn’t do her job by the time she said she would and wasn’t there on Friday to be held accountable for as much. So I left a voicemail and I get a call back on Monday (yesterday) advising me that my claim for disability required further investigation and OH BY THE WAY my first day back at work is today (the day I called).