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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:10/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 put in my maternity leave request on 8/29 which was 30 days before my due date. I work for **** and I was told that I would be receiving 100% of my pay during the leave. This is my first time being on an extended leave with any company so I had a lot of questions. It took forever for the examiners to respond to me and I could never get an answer by phone. Today is 10/15 and I have not gotten paid yet nor have I heard from my claims examiner regarding when I will get paid. I reached out today to speak to a supervisor and there was none available. This is very frustrating and I just wanted my leave to go smoothly. I did not expect to stress about this on top of having a newborn baby.

  • Initial Complaint

    Date:10/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have been out of work on medical leave. Have filed for Short Term Disability and every time I have asked for updates on when payments will start. They would say they havent received any paperwork. When Ive seen the paperwork been faxed to them as requested. The same day as it was requested. Called and spoke with the agent thats over my case and she keeps saying the same thing.

  • Initial Complaint

    Date:10/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My wife went on a leave of absence due to terminal pancreatic cancer, and filed for short-term disability. Matrix kept throwing up obstacles to avoid approving the claim, and now it has told me that the claim expired, so that it is now denied.

  • Initial Complaint

    Date:10/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    The claims examiner I have with this company is not responding to any of my emails or my phone calls or voicemail that I have been sending. She requested updated parameters by September 20, 2024, which I have provided. And still to this day, October 2, 2024 there has been no updates changes. The communication is horrible.

  • Initial Complaint

    Date:09/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have submitted the required medical certification to my claim adjuster multiple timestwice via the companys online portal, three times via email, and once via fax. Despite this, my claim has not been processed, and I have not received any clear communication or updates from the adjuster. The lack of professionalism and responsiveness has caused significant delays, and I am seeking assistance in resolving this matter.I request that my claim be reviewed and processed promptly, and that the company improve its communication practices to ensure timely updates for future claimants.

  • Initial Complaint

    Date:09/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have had nothing but problems since I filed my claim. They messed up my medical documentation and I have spent the past 2 weeks trying to get a supervisor on the phone. I have been unable to go to the doctors appointments that I needed the time off for to begin with because I'm receiving no payments from them. This entire ordeal has caused me so much stress and anxiety and it's absolutely ridiculous.

  • Initial Complaint

    Date:09/08/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    My patient has been consistently harassed by Mr. ********* ***. I am a psychiatrist and I have been consistently been working with a specific patient for months. He sends emails in ALL CAPITALS TO THE PATIENT LIKE THIS. When I email him asking for clearly stated information or to speak to his supervisor he never emails or calls me back. He tells the patient he has spoken to me, but he has never done so. We recently received "verbal/written (email) notice she received a denial letter for pay of her FMLA" but I never received such letter, the patient never received such a letter and we have 30 days to appeal, tell me how am I or the patient supposed to appeal a letter never sent to us? I have never been met with such unprofessionalism in my entire life by a person supposedly helping facilitate these conversations. I am appalled this person works for such a company and you should be too.

  • Initial Complaint

    Date:09/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 filed a claim for intermittent FMLA months ago. This company never answers the phone, never returns your phone call and rarely responds to your emails.You never hear from the same person. They send templates that are automatically generated. No explaining or helping you. I have been on Intermittent FMLA in the past and gotten the run around but this time it has gotten even worse. Much worse. My doctor affirms I have a chronic illness yet now I am told I needed to have seen the doctor twice in 1 year. No explanation why it takes 2.5 months to even see a doctor! That means it would be mid November for a process begun in February! That means MORE time off during business work hours when I am supposed to be at work! They say that they never got the faxed from my doctor paperwork!Sent 3xs! It was sent to HR of my ************** got it. Then they say I needed to have seen doctor twice. But dont explain why? Then deny my claim because I did not go in twice? this is some kind of software company also steals your data and sells it. Its all done on a website and no place to even explain anything! Matrix like the movie is exactly right. They put a hard working individuals career in jeopardy for me having to have time off for a colonoscopy now I am in violation of the attendance policy thanks for NOTHING! An endless loop of corporate speak and AI of denials I have heard nothing but denials of my claim by 5 different people. They gave no xt number to reach them! No one even answered the ********* was on hold during company time for over an hour- no one answered the phone! Now, I wonder of my company will fire me for a chromic health condition and taking time off to get polyps removed from my colon. Terrible incompetent place to deal with. Not happy at all. I may actually get fired soon thanks to this.

  • Initial Complaint

    Date:09/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Matrix is the company that my employer uses for LOA and STD. My leave was initially scheduled from 7/15-8/14 when I saw my physician it was extended through 9/14. Matrix did not issue my first STD payment until 8/8 and ended them on 8/14 dispite my physicians paperwork showing my return to work date as 9/14. They ask for more paperwork which was submitted on 8/9. I continued to call and email my caseworker ****** daily with no response, I then began contacting her supervisor *** via email and phone and received no response. Finally on 8/29 a lady named ***** called me and after about 30 minutes and me insisting that she actually open and read the files (doctors paperwork) that was uploaded on 8/9 she says that she sees where my paperwork says I was to be on leave until 9/14, she said she would submit that information to the nurses for review and get back to me. Today is 9/2 and I still have no resolve or money. It is very unprofessional to put people through more difficult situations when they are already off of work because of health concerns. This should be illegal.

  • Initial Complaint

    Date:08/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have been on short term disability since 7/15/24. My doctor sent paperwork in with a return to work date of 1/18/25. Matrix stoped payment on 8/23/24 and has sent demands for more information to the wrong doctor three times. My emails have been ignored asking them to send them to the correct doctor - the one who filed the paperwork in the beginning and who is currently over seeing the situation. They continue to ignore my emails and send it to a doctor whose care I am not even under. I have asked three times now to have it sent to the correct party, as well as have asked that they look at the return to work date stated by MY medical doctor. No one should have to jump through this many hoops while being sick and out of work. I have bills that are going unpaid due to Matrix's lack of attention to detail and refusal to read their emails.

Matrix Absence Management is NOT a BBB Accredited Business.

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