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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

  • 102 total complaints in the last 3 years.
  • 28 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:07/27/2023

    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 have been assigned a case manager that I have not talked to and not gotten emails from. A different person calls and says she's out of the ******. They have not been able to fax paperwork to my Dr ****** per their own protocol (they've gotten the fax number wrong 4 different times in 4 different ways), they have repeatedly printed paperwork in someone else's name instead of mine so as to make it impossible to file for leave, listed date of birth year with 5 numbers... years have 4 numbers so if course this mistake makes it impossible to use the paperwork. Their repeated daily mistakes have delayed filing to the point where my claim request timed out. I'm absolutely appalled.

    Business Response

    Date: 07/28/2023

    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:07/26/2023

    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.
    My name is *******************************. I am a full time employee at Maurices. I was placed on medical leave on January 19 th related to a non work related medical injury. My employment utilizes Matrix absence management for short term disability. It has been a struggle from day one to get a reply from the claims examiner. Initially my employment had to call as they Matrux claimed they had not received the paperwork from my surgeons office to which they had assured me it had been sent. My claims examiner failed to return my calls or emails. As of April I received a new claims examiner. Despite the proper documentation from my surgeons office and my follow up calls to Matrix, I have not received my disability pay since April 19 despite documentation letters saying my leave had been approved. To say Im frustrated is an understatement. I have a valid underlying medical reason to be off from work however no support from Matrix to get my pay.

    Business Response

    Date: 07/27/2023

    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:07/25/2023

    Type:Order 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 taken off work and I have short and long term Disabilty thru my employer which I pay for. Matrix said they did not receive dr ********* in time so they closed my case and I never got a dime. ************ and almost lost my storage unit.

    Business Response

    Date: 07/26/2023

    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:07/13/2023

    Type:Product 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.
    My employer uses matrix absence management for our short term disability. I have had a surgery they requested information from my doctors on 6- ***** at around 9 pm the doctors office faxed the information on 6-26-23 at 3 pm matrix said they have not received it. The doctors office sent it again on 6-12-23 around 10 am I have sent them the faxed confirmation sheet and also sent the direct email to the person in the doctors office so they can contact them. I have made several calls and sent several emails even a request to talk to a supervisor. This happened earlier in the process and I didnt get a check for a month. Now I cannot get any response but a email said they still have not received the fax even after they have received the confirmation from the doctors office they have received it. Seems they do this to a lot of people and they need to be held accountable. We you are out of work for months the bills dont stop and youre lucky to get a email a week or so later. But the bills keep coming. All they are going to say is we cant discuss this because of hippa. This is very obvious they do this on a regular basis and something needs to be done.

    Business Response

    Date: 07/21/2023

    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:06/30/2023

    Type:Product 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.
    The company I work for utilizes reliance matrix for their absence management for their employees. I filed a claim for a leave of absence through them and my companys HR and LOA team approved it, yet reliance matrix, did not. My claim adjuster was unprofessional, vague, and treated me with such disrespect. He raised his *********** numerous times on the phone, prompting me to request email communications only, and to have his manager copied on all correspondences. He also mentioned that my claim was denied because I was evaluated by their staff and deemed eligible to work with my condition, which I was not. They simply did not want to pay me for my short few weeks of needed absence and they were ruthless about it. There was never an evaluation conducted by any staff member on me. They simply reviewed some notes and made an immediate denial. My doctors office sent them numerous pages of medical information each time they requested it- all to go to waste. I felt victimized, unheard and left in a major financial hardship due to my medical condition for the time when I needed to be out of work. This company is the worst and I hope ****** drops them as soon as possible and finds a new company to partner with.

    Business Response

    Date: 07/05/2023

    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:06/21/2023

    Type:Product 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 would like an update on my disability claim, the representative has been non responsive nor helpful. I have not received a pay check for over a month.

    Business Response

    Date: 06/22/2023

    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: 06/22/2023

    This is exactly why I submitted the complaint. They have not returned my calls or emails. If they really want to help me, have them call me directly or email me. I would like a Manager or Supervisor to contact me asap. 

    Business Response

    Date: 08/09/2023

    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 this 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. As stated before, 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:06/06/2023

    Type:Order 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.
    Paid for disability insurance religiously and had surgery with 6 month recovery time, was paid for 2 months then discontinued despite all forms being filled out, utilities shut off, no food, no gas, forced to return to work 3 months early and risk re injury. They say I need to go to therapy but how can I pay for therapy with no money coming in, completely ridiculous, no one there cares all they say is theres no record of therapy, of course there isnt because I have no money and turns out therapy would like payment, they owe me $8300 at this point. When I re injure my arm guess what, ill be rite back, going to get lawyers involved at this point. ******************************* is horrific, if I performed my job the way she does I would be fired!!! Maybe I should apply with them and I can deny claims and not ever get back to customers, collect my check and not care about how my actions effect people. All aspects of the attached email have been filled out numerous times. They just dont want to pay, get aflac or anything but this joke of a company, search them online 1 star best rating and countless stories identical to mine.

    Business Response

    Date: 06/07/2023

    This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by **********. This is a duplicate of complaint #********. 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.  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 Mr. **** to reach out to us directly to share any concerns that he *** have regarding any claim we *** have processed.

    Customer Answer

    Date: 06/08/2023

    I have contacted matrix as to my concerns very rarely do I get any response at all, they just keep saying they dont have the required information which ive spoken to the doctor directly and was assured all paperwork was filled out properly, I pay every paycheck and dont give outlandish reasons why I cant pay!! What your image that was sent doesnt even have my doctors name on it, they absolutely do not care and just let me sit here penniless, simply send me the money that is owed to me and I will go away, my doctor specifically says im not able to work!!!! A surgeon and doctor and his word isnt enough?? Ridiculous!!!!

  • Initial Complaint

    Date:06/01/2023

    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 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 didnt. 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. On May 10th I reached out to the case manager to see if they received the information yet, she replied that she did and would be another 3-5 business days for review.May 22, ********************************************************************************************************** received anything in the mail. Case manager finally emailed me on May 23, 2023 saying I was denied, and it was closed on May 21, 2023, and that I would be getting paperwork on how to do an appeal. I talked with work on May 30, 2023, work then stated that it was closed on May 26, 2023. June 1, 2023, I am still waiting the paperwork about my denial, why it was denied, and how to appeal.

    Business Response

    Date: 06/02/2023

    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 ** directly to share any concerns that she *** have regarding any claim we *** have processed.

  • Initial Complaint

    Date:05/22/2023

    Type:Customer Service 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.
    This company does not respond back. The claims examiner ************************* will not return phone calls. ****** nor anybody else. Cares about their job. Nothing is done. Nobody is trained

    Business Response

    Date: 05/31/2023

    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 ** S to reach out to ** directly to share any concerns that they *** have regarding any claim we *** have processed.

  • Initial Complaint

    Date:05/18/2023

    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'm not sure where to even start with how horrible of an experience this has been. I filed a claim back in September 2022 because I was originally scheduled to have surgery for my shoulder December of 2022. I was immediately denied because at the time I had not met the **** hours worked requirement or 1 year. The problem was that by the time of my surgery I would have met those hours. My claims examiner was impossible to get a hold of. Voice messages would be left and no return phone call was received. I resorted to emailing because I had a paper trail at that point. No reply to any initial email, I would have to send a follow up in a few days to get a response. Never answered any of my questions so I moved my surgery back again due to lack of response from Matrix. I had surgery March 2023. My doctor said I would be off 12 weeks so I can fully heal. Instead of going with my doctor's professional opinion and someone who has physically assessed me, they went off the diagnosis codes. My doctor's ****** had submitted these dates with the original intake paperwork as well. My pay officially ended 4/30 from the amount of time based off these codes. Because they had to get additional paperwork from my doctor (which they didn't attempt to get until 4/24) and then send it to a case manager (again, someone who has never seen me or talked to me) my short term disability ran out. Today is 5/18 and I'm still waiting for Matrix to finish their end of the deal because my HR department says they haven't gotten anything from them. Any document I've gotten in the mail has been different from what my claims examiner has told me (when she actually communicates) and then my boss has something different on their end. This has been the worst, most stressful experience dealing with Matrix Absence Management. It is impossible to get a hold of a supervisor. When I did finally get a phone number for the direct supervisor for my claims examiner, that person never called me back either.

    Business Response

    Date: 05/22/2023

    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 Ms. ********* reach out to ** directly to share any concerns that she *** have regarding any claim we *** have processed.

    Customer Answer

    Date: 05/22/2023

    There is no phone number to directly contact them. Any calls made go to my claims examiner's number and I don't get responses in a timely manner from her. I got a number for a supervisor and that supervisor also did not return my phone call. I had to call the HR department at my job to escalate to a director at Matrix to get a response from my claims examiner. 

    Business Response

    Date: 05/22/2023

    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. 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 Ms. ********* reach out to ** directly to share any concerns that she *** have regarding any claim we *** have processed.

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