Insurance Services Office
Matrix Absence Management IncThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Matrix Absence Management Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:11/21/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 started leave 10/13-10/27, then received texts on 10/26 AND 10/27 that my return to work was 11/2. Confused, I tried contacting Matrix about this with no luck, now I am short 3 days of pay due to THEIR terrible communication. Also, my claim handler supposedly was also changed without me ever being notified, making it even more difficult to communicate with Matrix.Business Response
Date: 11/22/2023
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 he *** have regarding any claim we *** have processed.Customer Answer
Date: 11/22/2023
Complaint: 20901778
I am rejecting this response because: it is a pain in the a** getting a hold of anyone in the company to help me. I have wasted enough time over the past month chasing down people and thrown through loops. Shouldn't be that difficult for someone higher ** in the company to look up my name/email and reach out. I have already been told there is nothing they can do. I will not waste my time further just to be told nothing can be done. The review will stay up.My boss is even still getting emails to confirm that I returned to work on 11/2. An absolute joke.
Business Response
Date: 11/29/2023
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. 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 he *** have regarding any claim we *** have processed.Initial Complaint
Date:11/09/2023
Type:Service or Repair IssuesStatus:UnresolvedMore info
Complaint statuses
- 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 enrolled in 3 voluntary benefits provided by Matrix absence management for Critical illness, hospital indemnity, and accidental for myself and my 3 children. Through these plans there is a wellness benefit for each plan for covered members up to 4 members each benefit year. I filed for these benefits for my 3 children on dates 2/13/23, and 6/23/23. While this information is in their policies, they do not honor it, and the claims examiner pretends to lack understanding. For months they have claimed to be looking into it and then they completely stopped responding. I have attempted to email and call my claims examiner ****************** as well as file a complaint with his direct supervisor ************** on multiple occasions with no response. Essentially I was denied being paid in the entirety for my claims of a remaining balance of $300 and now Im being ignored.Business Response
Date: 11/11/2023
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: 11/11/2023
Complaint: 20850016
I am rejecting this response because: I have attempted to reach them directly and even file a complaint and no one returns calls or responds to email.
I have directly reached out to ************************* via phone and email and *************************** via phone and via the contact center.
Sincerely,
***********************Business Response
Date: 11/16/2023
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 ************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.Customer Answer
Date: 11/27/2023
Complaint: 20850016
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:09/22/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 believe Matrix is trying to push me to the point of quitting my job so that I no longer require their services. This company is supposed to aid you during difficult or transitional times and in some instances devastating. From the very beginning, there were issues. On too many occasions to count, I have been given incorrect information. The person whose is supposed to represent and advocate for me has no empathy or compassion. When my home burned down I felt like this person could not possibly care less. When Matrix messed up, no one would explain exactly what happened, what the steps were to fix their mistake or even apologize. I have called and emailed supervisors on at least 4 separate occasion requesting a call to answer questions and assist me. Not one has ever returned a call or email. My only request is to have a supervisor contact and reassign my case to someone new.Thank youBusiness Response
Date: 09/25/2023
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:09/14/2023
Type:Service or Repair IssuesStatus:UnresolvedMore info
Complaint statuses
- 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 applied for STD, I have a chronic pain condition that my physician treats me for, on 03/14/2023 I went in for a procedure that worsened my condition I went from pain to not being able to sit at all my job requires that I sit for 10 hours I advised the physician and I was told at that time it could take 4-6 weeks to see if the procedure was actually a success, my follow up appointment was set for 4/14/2023 at that appointment I was coerced into saying the procedure worked for insurance purposes but I was told I would still be referred for further treatment. By May 1st I was unable to sit for more then 10 minutes without pain. I followed up with my doctor on 4/30/2023 to get accommodations in place so could continue to work. 05/01/23 was the last day worked. Due to my doctors lack of proper response I filed a formal complaint on her and was removed from her care assigned a new doctor and a new treatment plan was set up. During this time my claims examiner ******************************* only approved std benefits through 06/01/2023 she advised she needed the doctor to fill out paperwork to show the lack of medical records and why along with the new treatment plan. 08/21/23 the forms were provided and returned 09/05/2023. Matrix closed my case without explanation or notice and has not returned any of my emails or phone calls explaining why all paperwork was due 09/11/23 ******* called that day advised it was under review now it is closed without explanation i was without pay and lost my home, my phone and went into to default on my bankruptcy every other part of my claim to be off has been approved I am seeking compensation. ******************************* does not return phone calls she has used every stall tactic to not payout continuing to request information only to request something else and then 30 days goes by with no communication since 05/01/2023 I have had to reach out to her manager 3 times to get a response when when she does respond its on her way out the door so I cant follow up.Business Response
Date: 09/15/2023
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: 09/15/2023
Complaint: 20606334
I am rejecting this response because:
Ive explained the situation a million times my claims examiner is obviously have a hard time comprehending when I communicate with her my leave is because the pain clinic that I was referred to hurt me physically and I had to file a complaint I keep being denied for their medical records which they wont have because I changed doctors I have to get a new plan in place Ive explained it since **** and even had the new doctor fill out paperwork to say this but she is either extremely incompetent or not comprehending so speaking with them has gotten me no where.
Sincerely,
*******************************Business Response
Date: 09/19/2023
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. 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.Customer Answer
Date: 09/21/2023
Complaint: 20606334
I am rejecting this response because: Matrix has violated my right to an appeal my case closed without any notification or an explanation. There has been no response to my emails and the notice that my case closed never came on the portal or to my home address. I have made several calls without a response to customer service and the claim examiner **************** can be reached by the email on file to schedule a time for someone to call me back they are not responding to my calls.
Sincerely,
****************************;Business Response
Date: 09/26/2023
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, regardless of whether an individual has provided a HIPPA release or authorization, 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:08/06/2023
Type:Sales and Advertising IssuesStatus:UnresolvedMore info
Complaint statuses
- 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 on January 26, 2023 with an effective date of disability on January 31, 2023. As requested by Matrix, I forwarded copies of medical records to substantiate the reason for my short term disability claim. I was suffering from severe anxiety and depression, prior to my disability claim; however, it had reach unmanageable levels and I needed to step away. I sought out pharmaceutical assistance and began seeing a therapist on a weekly basis.I suffered from panic attacks that made it difficult for me to complete everyday tasks outside of my home. Upon my therapist's advice, I began searching for other employment options as my current job was a main source of stress. Once Matrix learned of this, they became increasingly difficult to contact. I had to call Matrix's main desk on two occasions to have an update on my claim. *****, my case management reviewer was not returning emails or phone calls. Sometime later, he sent and email simply stating my claim was denied, nothing more. My therapist witnessed me have a full blown panic attack, which caused my depression and anxiety to worsen. After more failed attempts to contact ***** or anyone at Matrix, I was put in contact with *************************** and she provided information for the appeal process on April 4, 2023. Since then, I have had no contact from Matrix. My therapist provided a letter requesting an appeal. Matrix has not confirmed or denied they received the letter. No one is returning my emails.Business Response
Date: 08/07/2023
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: 08/10/2023
Complaint: 20431058
I am rejecting this response because: I have tried to contact Matrix on several occasions, all of which where meet with not response from ***********, or *****. Even when I called Matrix in the past, no one ever returned my call, which would prompt me to call again.I would happily sign a consent form so my information can be released to the BBB. In fact, I am satisfied with this electronic correspondence as authorization for Matrix to release *************** information to the BBB.
Sincerely,
*********************Customer Answer
Date: 08/19/2023
I do not have access to a fax machine, so I uploaded the release form that the BBB requested.Customer Answer
Date: 08/30/2023
I appreciate you reaching out. I sent the form to the BBB around mid August. It was faxed to the number on the release form on August 21st and the fax was successful. The requested forms is below. Please let me know if I can provide anything else.
Thank you,
*********************;Business Response
Date: 08/30/2023
This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *********************. As the BBB is a public forum, we are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. As stated before, 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: 09/01/2023
Complaint: 20431058
I am rejecting this response because: I have attempted to contact Matrix on multiple occasions and they always fail to respond. I have signed a consent form, authorizing Matrix to release confidential information to the BBB. I do not understand what additional information is needed to resolve this process. Matrix has not even attempted to contact me or reply to any of my messages.
Sincerely,
*********************Initial Complaint
Date:07/19/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
07/12/23-07/18/23 - Matrix Reliance has changed/shuffled the claims examiner on my case for the 4th time. Before this last transition occurred, I was working with ****************** out of the ** office who had requested that I send my medical records, as supposedly this information was requested from my provider and the information had not been received. My husband, who assists me with all of this claim handling since its inception faxed the records from Office *** since we were out of printer ink (emailed response to ********-never received a response back from her) , and could not get the printer connected to the internet to scan/email the records. All of a sudden, I began receiving calls from *********************** demanding a call back. Since being diagnosed with COVID/Long Haul Covid, certain activities such as talking, walking, etc. triggers coughing episodes and impacts my ability to breathe. This has been well notated in my file. ***** sends an email on 07/13/23 asking for a call back immediately instead asking for my medical records. My husband sends a response back explaining my limitations and to please let us know what was needed. Later on in the day, I received an email from ***** advising that the claim had been closed due to lack of medical records. I called into the office and spoke with ***** and due to the stress, I coughed so much on Friday, that I began to cough up blood. I requested to speak with his supervisor and was promised that I would receive a call on Monday, 07/17/23 and of course there was no call back from the supervisor. Well, yesterday, 07/18/23 I had the HUGE displeasure of speaking with *************************************, *****'s supervisor. He only wanted to tell me what the policies are and what is fair for the industry and that he decided to close the claim (***** and ******* used a very sneaky approach, as the records could have been requested via email). I asked for a new Claims Examiner, and ******* said I make those decisions and I don't do that.Business Response
Date: 07/20/2023
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: 07/20/2023
Complaint: 20343418
I am rejecting this response because: I have provided authorization for BBB to obtain information about my claim that still isnt resolved. This company again has found a way to weasel out of doing their job!!!!
Sincerely,
Mrs. *****************************Business Response
Date: 08/11/2023
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:07/11/2023
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- 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 2 claims filed with Matrix. I have called and emailed more than a dozen times and escalated this to management with no response. Their portal does not show what is missing or needed. I have uploaded my medical records and the portal does not show this there. I feel like their strategy is to ignore and not pay claims.Business Response
Date: 07/24/2023
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.Customer Answer
Date: 07/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
Date:07/04/2023
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- 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 go on a short term disability leave in early May that lasted until 06/26/2023 which was my first day back to work.I had to use Matrix as that is my companies disability company, they ignored several days of emails and phone calls. The app they supply didn't update on any kind of regular basis but it is up to me as the employee to get them the paperwork they need.I couldn't do that as they never let me know what the needed and when emails finally started coming in almost 3 weeks later they were not clear. I came close to not being able to pay rent and got behind on bills due to all the unanswered inquires made to the company.They had a phone number, email, the app, and a website to update and I couldn't get a clear answer if I got any answer at all.This caused more stress and made the whole thing worse. If it were not for family I would be homeless.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 he *** have regarding any claim we *** have processed.Customer Answer
Date: 07/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:06/14/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- 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 a claim filed with Matrix because I had surgery. They do not answer calls they do not call back and they do not put you pay in the right account.Business Response
Date: 06/15/2023
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:02/24/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 went out on leave in November. I could not get a doctor's *********** until December. I received disability payments for November and December. I have not received any payments since then because Matrix said they had not received doctors notes. They never contacted me or my doctors for further information. They just stopped the payments without any notice. I have severe depression, anxiety and mild bipolar so it isn't like a broken bone where you can say when you will be healed. They now say they haven't received any faxes even though my doctors office have the fax confirmations to prove they have been sent. My work approved my leave until April 1st, my doctor hasn't said when I can return to work so what do I live on? I would appreciate help. Thank youBusiness Response
Date: 03/02/2023
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 Ms.********** ********* Ms. ********** claim has been subsequently reviewed due to her complaint. All delays in payment were due to her claim not being supported by objective evidence. Additionally, claim status was disclosed to ********************** by both phone and by letter. 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 her experience. We trust that this resolves the complaint as to Matrix.
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