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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

  • 103 total complaints in the last 3 years.
  • 30 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:08/29/2024

    Type:Order 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.
    Ive been out on fmla for almost 30 days. My health provider has provided all documents, however, Matrix has not reviewed nor approved my leave of absence or *** workplace accommodation.

  • Initial Complaint

    Date:08/27/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Let me just say Reliance matrix is probably the worst company I have been dealing with I have been off work on leave since March/2024 for medical reasons they kept saying I need paperwork after paperwork after my provider filled out everything they needed I had 6 weeks with no income and I did bot litteraly get a payment until June 2024 so after that the payments came through for a couple weeks and then next thing you know the payments were cut again and saying they needed paperwork again for the same disability my doctors office filled out so much paperwork they kept saying they didnt get it then I kept getting the run around with my examiner had to call over and over again no calls back no emails back then I finally got ahold of a supervisor she had the nerve to be rude to me when Im the one now currently havent been paid for 10 weeks as of now 8/27/2024 I turned in paperwork then came back with its not enough about my disability when I was approved for the same disability before this is triggering my condition even more its stressful you get the runaround when you call I dont know who to even talk to I ask for a new examiner but the supervisor Im working with thats rude find a reason to say something smart and say I need something else I been calling my examiner since last Tuesday I am mentally tired with these people they should be shutdown and held accountable I want all my money Im owed Im tired of waiting there is no excuse 10 weeks is enough its going on 11 weeks she had the nerve the supervisor to hang up on me like she was going through what Im going through she hung the phone up on me and wont correspond through nothing but email I asked her was she getting my emails she said you sent me 4 emails already I am so tired of the rudeness then tried to give me until the 29th when they knew they messed up my claim so now they tryna give me a deadline Aug 29 when all my paperwork is done please somebody reach out Im so tired of the runaround !!!!!

    Business Response

    Date: 08/28/2024

    This message is a response on behalf of ************************** (Matrix) to the above-referenced complaint filed by ****** *****. We are unable to respond to your inquiry as all information that may be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim may or may not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage Ms. ***** to reach out to us directly to share any concerns that she may have regarding any claim we may have processed.

    Customer Answer

    Date: 08/28/2024

    I would like for someone to contact me directly it is hard getting to anyone **** ****** hangs up and shes always rude so I would like someone that is in management that can handle this correctly and someone to contact me please !!!!!!

  • Initial Complaint

    Date:08/23/2024

    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 work for Cover My Meds. CMM uses Matrix for absence management. They require that employees request leave 30 days prior to the start date. I requested on July 5th for a start date of August 5th. On August 15th, my examiner called and advised my short term disability was approved at 100% pay. I received an off cycle paycheck on 8/20 for the pay that was missi g from my previous check. On 8/22, I received an email from a different examiner stating my STD was denied and I would not be paid. This examiner claims that my condition does not support time off. Time that has already been taken because it was approved. I have tried contacting my examiner several times with no response.

  • Initial Complaint

    Date:08/15/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 an active plan with Matrix for hospital indemnity insurance. When I was discharged from the hospital on August 7, 2024, I called Matrix Absence Management and seek the file a claim, the customer service representative on 8/7/24 at 11:05am (call lasted 8 minutes) provided a link to complete a claim. I completed the claim, provided proof of hospitalization, signed the authorization and completed the claim. I was advised to give 24 to 48 hours to get a response. I received an intake number *******. I received a text message at 6:01pm on aug 8, 2024 from matrix that I needed to redo my claim by calling in. I called them at 6:05 PM (18 minutes), filed a claim, provided all the same information and received intake number *******. I followed up again on Monday Aug 12, 2024 at 1:00 pm and was told to leave an message and email ******** ******* (claims personal) and ***** ******** (supervisor). And no one called me back, no one emailed me back. And I emailed them my hospital information to finish up the claim. The refuse to communicate and here I am, a week later waiting to be paid for a claim from a plan that I pay for every pay period.

    Business Response

    Date: 08/16/2024

    This message is a response on behalf of ************************** (Matrix) to the above-referenced complaint filed by ******** *******. We are unable to respond to your inquiry as all information that may be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim may or may not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage Ms. ******* to reach out to us directly to share any concerns that she may have regarding any claim we may have processed.

    Customer Answer

    Date: 08/16/2024

    I still havent received an update, response or assistance in regards to my claim. I called again and no one was willing to assist me.

  • Initial Complaint

    Date:08/15/2024

    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.
    Matrix Absence Management acts in bad faith by ignoring customers. Its platform allows for data mining of sensitive personal information which can pose a significant risk to consumers. Matrix absence management is structured in such a way as to be completely removed from the customers it has contracted to serve. It is unresponsive, layered in red tape, and should not be on anybody's list as a vendor.

    Business Response

    Date: 08/16/2024

    This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *******************. We are unable to respond to your inquiry as all information that may be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim may or may not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ************** to reach out to us directly to share any concerns that she may have regarding any claim we may have processed.

  • Initial Complaint

    Date:08/13/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    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've been called and texted by this company, ************************** I am not a customer of this company, and I've informed this company they no longer have permission to call or text me, and they need to remove me from their system, but they continue to do so. I am still receiving regular text messages from this company, despite warning them I would report them to the *** and BBB. At this point, I would like to file a formal complaint with Matrix Absence Management, ***** of ********************************************. Their telephone number is **************, according to ******. I consider their constant unwanted communications harassment, and will treat it as such legally going forward. The *** and BBB are both welcome to contact me regarding this issue.

    Business Response

    Date: 08/28/2024

    This message is a response on behalf of ************************** (Matrix) to the above-referenced complaint filed by ******* *******. We are unable to respond to your inquiry as all information that may be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim may or may not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage Mr. ******* to reach out to us directly to share any concerns that he may have regarding any claim we may have processed.

    Customer Answer

    Date: 08/28/2024

    My issue is not derived from a claim, I am not a client of Matrix Absence.  The issue is this company continued to call and text me when I am not a client.

  • Initial Complaint

    Date:07/28/2024

    Type:Service or Repair 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.
    I filed a short term disability claim 2 months ago. This company never answers the phone, never returns your phone call and rarely responds to your email unless you follow up with more emails. Even then you are never talking to the same person, and they never give you any answers or explanation. They say they send paperwork that never gets recieved then requests the same paperwork that has already been provided and give you a run around with awful customer service and services in general

    Business Response

    Date: 08/02/2024

    This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *****************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ****************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

  • Initial Complaint

    Date:07/15/2024

    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.
    I have Hospital indemnify insurance and was hospitalized two nights this year. I submitted a claim with all the pertinent paperwork. I never received a response back and my claim was closed. I submitted the same paperwork and have a new claim number and there is no response. I had filed two claims last year and finally got a response with the help of BBB and was paid.

    Business Response

    Date: 07/16/2024

    This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *****************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ********************* to reach out to us directly to share any concerns that he *** have regarding any claim we *** have processed.

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair 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.
    I was put in contact with Matrix Absence for my medical leave, which I had to extend by 4 weeks beyond my short-term disability policy, requiring a new claims examiner for my long-term disability policy. The problem is, the claims examiner assigned to me for *** would not communicate with me. I sent all required documentation, even multiple times, and either it would take her extremely long to respond, or she would only partially respond and ignore other critical parts of the communication, or she would not respond at all, as was the case for the last email I sent. Then today, she leaves a VM at 8:51am (7/9) stating that she has closed the case due to not receiving the necessary medical documentation. This is simply not true. Both myself and my medical providers have sent every single medical record that has been requested, and even confirmed receipt themselves, but this claims examiner refuses to communicate. Help needed!

    Business Response

    Date: 07/15/2024

    This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *******************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

  • Initial Complaint

    Date:06/24/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Unfortunately my companies uses Matrix for STD. On Feb 2023 i came out of work due to some unexpected medical issues. Then discovering that i had congestive heart failure and was diagnosed with several other issues and that kept ******* me saying not enough medical evidence after all my specialist send in tons of proof. Then the first claim rep told me a bunch of lies and when i asked the supervisor ******* to pull the calls a week later i got a email stating she was no longer my rep nor with the Matrix and now i been getting the run around since March 2024 and i had surgery and still no pay no call backs nor emails. I'm working filing a discrimination suit against them, due to i feel that played a part also. This is terrible to be a year out of work due to illnesses that the government would approve as disable but not Matrix.

    Business Response

    Date: 06/26/2024

    This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *******************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ******************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

    Customer Answer

    Date: 06/26/2024

    I have contacted them for months now and since put this complaint in they sent me a denial letter yesterday on the portal. I ask the supervisor to send me who to contact over her department and she wont send it to me. 

    I want who to contact that's over the claims department and a phone number and email.

    Business Response

    Date: 06/27/2024

    This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *******************************. The BBB is a public forum. As such, we are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential.  We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ******************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.

    Customer Answer

    Date: 07/01/2024

    This just a computer generated answer. I would like the contact information to Matrix corporate offices.

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