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Business Profile

Insurance Companies

Matrix Absence Management

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 104 total complaints in the last 3 years.
  • 32 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had to take a leave of absense on 7/14/2022 as my wife has severe Hyperamesis. She lost over 30lbls in a month. I reached out to Matrix and was assigned to claim examiner ***************************. My wife's OBGYN has now faxed over the documents the needed twice charging me 25$ each time. I can get paper copies for 50$ and send them myself but then I would have pay 75$ more than what I should have in the first place. I received another email today 7/29/2022 stating they still haven't received the documents. When I call *************************** I get a Voicemail that states don't leave me a message cause this box won't be monitored and hes out of office. No additional point of contact nothing. Very unprofessional for a company that has the power and potential to put peoples jobs at risk. It took my 3 calls today to get his Supervisors information. First 2 times the rep just hung up. I had issues back in 2019 as well with this same rep.

    Business Response

    Date: 08/08/2022

    This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *****************************. Matrix is unable to provide detailed information in a public forum like the BBB; however, Matrix is the third-party administrator of short-term disability and paid family leave benefits offered by **************** employer. Documentation supporting **************** claim was received on August 1st,and after review, was approved on August 3rd.  We trust that this resolves the complaint as to Matrix.  

    Customer Answer

    Date: 08/08/2022



    Better Business Bureau:


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.


    Regards,


    *****************************


     

  • Initial Complaint

    Date:07/13/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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 ***************************** to notify of needing the date changed. I did not hear back from ******* at all. On Thursday July 7th 2022 I received an email from ************************* stating that she is helping with my claim as ******* 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 conformation from 6/28/2022 that the documents were sent back and I had my provider AGAIN send the documents on 07/08/2022 as well as went and PICKED UP a copy wasting my own gas to make sure that they had the paperwork. I sent the paperwork to ****** via email & uploaded it directly to the portal. I explained to her that I needed my date to be changed to 7/20/2022 UNLESS an accommodation can be made to allow me to work 07/21/2022 till ****am due to me having to do Surgery prep & testing the day prior to surgery. I never received an email or call after this. At this point I thought it was taken care of. However, Monday 07/11/2022 I received an email for an approval. Upon looking at it I noticed the date was still not changed. So I called yet again, I was told ***************************** has now been out of the office 5 days and was transferred to a voicemail @514pm which was for ***************************** - ********* manager. I left a voicemail and requested a call back. 07/12/2022 I still had not heard from anyone. I checked the portal and still the date is NOT UPDATED. So I called again and spoke to another person in the ****************** They then transferred me to ********************* the Director over both ******************* I left a message requested a call back and emailed ***** as well. its 07/13/2022 and again NO RESPONSE. This is absurd at this point.

    Business Response

    Date: 07/20/2022

    This message shall serve as a response on behalf of Matrix Absence Management, Inc.(Matrix) to the above-referenced complaint filed by Averie ******. Matrix is unable to provide detailed information in a public forum like the BBB; however,Matrix is the third-party administrator of short-term disability and paid family leave benefits offered by Ms. ******* employer. Ms. ******* initially filed her claim prior to a holiday during which time the office was closed which delayed an initial reach out. Ms. ****** has since been contacted by her examiner and documentation has been received. We trust that this resolves the complaint as to Matrix.  

Matrix Absence Management is NOT a BBB Accredited Business.

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